Pathway Vocational Training provides vocational training for students with disabilities. With a wide range of courses and a diverse student body, they often receive a high volume of inquiries and support requests. They use Deskhero's ticket management feature to organize and prioritize these requests, ensuring that each one is addressed in a timely manner.
Deskhero's advanced AI capabilities are particularly beneficial for Pathway. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies, manuals, and presentations to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time it takes to respond to inquiries.
Pathway also uses Deskhero's knowledge base feature to provide students with a comprehensive resource for self-service support. The AI capabilities enhance this feature by using website scraping to automatically update the knowledge base with new information from Pathway's website.
The custom fields feature allows Pathway to categorize tickets based on the type of inquiry, the course it relates to, and the specific needs of the student. This helps the support team to quickly identify the most appropriate resources and responses for each ticket.
Finally, Pathway uses Deskhero's REST API to integrate the platform with their existing systems, ensuring a seamless experience for both their support team and their students.
How does Deskhero's AI capabilities enhance the ticket management process?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then used to generate suggested replies, significantly reducing the time it takes to respond to inquiries.
How does Deskhero's knowledge base feature work?
The knowledge base is a comprehensive resource for self-service support. It can be automatically updated with new information from your website using Deskhero's website scraping feature.
Can Deskhero be integrated with other systems?
Yes, Deskhero's REST API allows you to integrate the platform with your existing systems, ensuring a seamless experience for your support team and your customers.
* This article provides an example of how a fictive company in the Vocational Training for Students with Disabilities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
