GlobalCast Media receives a high volume of helpdesk queries daily, ranging from technical issues to program schedules. The company uses Deskhero's ticket management system to efficiently handle these queries. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies, saving valuable time for the helpdesk team.
The company also utilizes Deskhero's custom fields and structured data lists to categorize and prioritize tickets. The AI capabilities further enhance this process by analyzing the content of the tickets and automatically assigning them to the appropriate categories and priorities.
GlobalCast Media has a vast knowledge base, including policies, manuals, and presentations. Deskhero's AI capabilities leverage OpenAI Embeddings to find relevant content from these resources when responding to tickets. This not only improves the quality of the responses but also ensures consistency across all helpdesk interactions.
Deskhero's website scraping feature is used by GlobalCast Media to keep their knowledge base up-to-date. The AI capabilities analyze the scraped data and update the knowledge base accordingly, ensuring that the helpdesk team always has the most current information at their disposal.
Lastly, the company uses Deskhero's comprehensive search bar and REST API to integrate the platform with their existing systems. The AI capabilities enhance the search results by finding relevant content from the knowledge base, tickets, and uploaded files.
How does Deskhero's AI capabilities improve the efficiency of the helpdesk team?
Deskhero's AI capabilities analyze previous tickets and knowledge base articles to suggest replies, saving valuable time for the helpdesk team. They also categorize and prioritize tickets automatically, further improving efficiency.
How does Deskhero ensure the consistency of helpdesk responses?
Deskhero's AI capabilities leverage OpenAI Embeddings to find relevant content from the company's resources when responding to tickets. This ensures that the responses are consistent across all helpdesk interactions.
How does Deskhero keep the knowledge base up-to-date?
Deskhero's website scraping feature is used to update the knowledge base. The AI capabilities analyze the scraped data and update the knowledge base accordingly, ensuring that the helpdesk team always has the most current information.
* This article provides an example of how a fictive company in the Network Television Programming industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
