GlobalNet Solutions has a vast customer base, and managing the influx of support tickets was becoming increasingly challenging. The company implemented Deskhero to manage tickets effectively and ensure prompt responses to customer queries. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest relevant replies, drastically reducing the time spent on each ticket.
The custom fields feature of Deskhero allows GlobalNet Solutions to categorize tickets based on the type of issue, location, or any other relevant criteria. This feature, combined with the AI's ability to suggest replies, ensures that tickets are handled by the most suitable team member, further enhancing efficiency.
GlobalNet Solutions also leverages Deskhero's website scraping feature to keep their knowledge base updated with the latest information from their website. The AI capabilities analyze this scraped data and use it to enhance search results, making it easier for the support team to find the information they need.
The REST API of Deskhero allows GlobalNet Solutions to integrate the platform with their existing systems, ensuring a seamless workflow. The AI capabilities also analyze data from these integrated systems to suggest replies and enhance search results.
Overall, Deskhero's AI capabilities have significantly improved the efficiency of GlobalNet Solutions' customer support team. The platform has not only made it easier to manage tickets but also ensured that customers receive prompt and accurate responses to their queries.
How does Deskhero's AI suggest replies to tickets?
Deskhero's AI analyzes previous tickets, knowledge base articles, uploaded files, and scraped website data to suggest relevant replies to new tickets.
Can Deskhero be integrated with other systems?
Yes, Deskhero has a REST API that allows it to be integrated with existing systems.
How does Deskhero's AI enhance search results?
The AI analyzes data from previous tickets, knowledge base articles, uploaded files, and scraped website data to enhance search results, making it easier to find relevant information.
* This article provides an example of how a fictive company in the Telecommunications infrastructure providers industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
