With a global clientele, NextGen IT Consulting was dealing with a high volume of customer queries daily. Managing these tickets efficiently and providing timely responses was a challenge for their support team.
They implemented Deskhero, leveraging its AI capabilities to streamline their ticket management process. The AI used OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content was then sent through OpenAIs ChatGPT to generate suggested replies, significantly improving their response time.
Deskhero's kanban board helped NextGen in tracking the progress of each ticket, ensuring every issue was addressed in a timely manner. The user groups feature allowed them to categorize their clients and assign tickets to the appropriate support team.
The custom email domains feature helped NextGen maintain their brand identity while communicating with clients. The REST API allowed them to integrate Deskhero with their existing systems, ensuring seamless data exchange.
By implementing Deskhero, NextGen IT Consulting was able to streamline their ticket management process, improve response time, and enhance customer satisfaction.
How does Deskhero's AI capabilities improve ticket management?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAIs ChatGPT to generate suggested replies, enabling the support team to respond to tickets quickly and accurately.
How does Deskhero's kanban board help in ticket management?
Deskhero's kanban board helps in tracking the progress of each ticket. This ensures that every issue is tracked and resolved in a timely manner.
How does Deskhero's user groups feature benefit the company?
Deskhero's user groups feature allows companies to categorize their clients and assign tickets to the appropriate support team. This helps in efficient ticket management and ensures that each client receives personalized service.
* This article provides an example of how a fictive company in the Information Technology (IT) Consulting industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
