With a global customer base, FlickFusion deals with a high volume of support tickets daily. Prior to implementing Deskhero, managing these tickets was a manual, time-consuming process. Deskhero's ticket management feature automated this process, categorizing and prioritizing tickets based on their urgency and complexity.
Deskhero's AI capabilities played a crucial role in this optimization. The AI uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, and uploaded files to suggest relevant replies. This not only reduced the time taken by support agents to draft responses but also improved the accuracy of the responses.
The AI also enhanced the search results within the ticket management system. When a support agent searches for a solution, the AI analyzes the search terms and provides the most relevant information from the knowledge base, scraped website data, and uploaded files.
Deskhero's custom fields and user groups features were also beneficial for FlickFusion. Custom fields allowed for better ticket categorization, while user groups ensured that tickets were assigned to the most suitable agents, thereby improving the overall efficiency of the support team.
Overall, Deskhero's advanced AI capabilities have optimized FlickFusion's ticket management process, improving customer service efficiency and reducing resolution times.
How has Deskhero improved FlickFusion's ticket management process?
Deskhero's AI capabilities analyze previous tickets, knowledge base articles, and uploaded files to suggest relevant replies. This not only reduces the time taken by support agents to draft responses but also improves the accuracy of the responses.
How does Deskhero's AI enhance search results within the ticket management system?
When a support agent searches for a solution, the AI analyzes the search terms and provides the most relevant information from the knowledge base, scraped website data, and uploaded files.
How do custom fields and user groups improve FlickFusion's support process?
Custom fields allow for better ticket categorization, while user groups ensure that tickets are assigned to the most suitable agents. Both features improve the overall efficiency of the support team.
* This article provides an example of how a fictive company in the Motion Picture and Video Distribution industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
