IronPath Infrastructure receives a large number of queries and requests from clients, contractors, and suppliers every day. Managing these tickets was a challenging task for the support team. With Deskhero's ticket management and AI capabilities, the support team is now able to handle tickets more efficiently and effectively. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content and generate suggested replies. This has drastically reduced the time taken to respond to tickets and improved the quality of responses.
The company also uses the custom fields feature of Deskhero to categorize tickets based on the type of query or request. This helps in prioritizing and assigning tickets to the right team members. The Kanban board provides a visual overview of the ticket status, making it easier for the team to manage their workload.
IronPath Infrastructure uses Deskhero's website scraping feature to gather information from various sources. This data is then used by the AI to enhance search results and provide more accurate responses to queries. The comprehensive search bar allows the team to quickly find the information they need.
The company has also benefited from Deskhero's knowledge base feature. The AI generates articles from Word, PowerPoint, and PDF files, making it easier for the team to create and update the knowledge base. This has improved the accessibility of information and reduced the time taken to resolve queries.
In conclusion, Deskhero's advanced AI capabilities have revolutionized the way IronPath Infrastructure manages their customer support. The platform has not only improved efficiency but also enhanced the quality of service provided to their clients, contractors, and suppliers.
How does Deskhero's AI improve the efficiency of the support team?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content and generate suggested replies. This drastically reduces the time taken to respond to tickets and improves the quality of responses.
How does the custom fields feature help in managing tickets?
The custom fields feature allows you to categorize tickets based on the type of query or request. This helps in prioritizing and assigning tickets to the right team members.
How does the knowledge base feature benefit the support team?
The knowledge base feature allows the support team to create and update articles easily. The AI generates articles from Word, PowerPoint, and PDF files, improving the accessibility of information and reducing the time taken to resolve queries.
* This article provides an example of how a fictive company in the Railway infrastructure construction and maintenance industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
