CodeEd Academy has a large number of students enrolled in various courses, resulting in a high volume of queries and issues. To manage this effectively, they utilize Deskhero's advanced AI capabilities. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like course materials, and scraped website data to generate suggested replies, significantly reducing response time.
With Deskhero, CodeEd Academy can easily categorize and prioritize tickets using the Kanban board feature. This allows them to ensure that urgent issues are addressed promptly, improving student satisfaction.
The custom fields feature allows CodeEd Academy to capture specific information about each ticket, such as the course or module it relates to. This helps in providing more targeted support and in identifying any recurring issues in specific courses.
Deskhero's comprehensive search bar enables the support team to quickly find relevant information from the knowledge base, previous tickets, or uploaded files. This, combined with the AI-generated suggested replies, ensures that the team can provide accurate and helpful responses to students.
Finally, the REST API allows CodeEd Academy to integrate Deskhero with their existing systems, ensuring a seamless flow of information and further enhancing the efficiency of their support services.
How does Deskhero's AI capabilities enhance the efficiency of our helpdesk operations?
Deskhero's AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This significantly reduces the time taken to respond to tickets and ensures that the responses are accurate and helpful.
Can we categorize and prioritize tickets using Deskhero?
Yes, Deskhero allows you to categorize and prioritize tickets using the Kanban board feature. This ensures that urgent issues are addressed promptly.
Can we integrate Deskhero with our existing systems?
Yes, Deskhero provides a REST API that allows you to integrate it with your existing systems, ensuring a seamless flow of information.
* This article provides an example of how a fictive company in the Computer Science and Information Systems Education industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
