Imagine a typical morning for your support lead. A customer, let’s call him John, forgot how to update his billing information. John goes to your website, finds your support email, and sends a message. That email enters your help desk as a ticket. Your agent, Sarah, sees the notification, opens the ticket, identifies the issue, […]
Ticket Deflection: Why it Matters and Strategies More
If your customer support strategy still involves people logging into one shared Gmail account, you’ve likely experienced a kind of ‘support black hole’. This problem involves missed emails, agents replying to the same customer with different answers, and losing track of which issues are resolved and which are still in progress. The problem is Gmail
How to Automatically Convert Gmail Emails into Tickets More
If you’re managing IT requests through a standard Gmail or Outlook inbox, you already know that many incoming emails are tickets that need to be tracked, worked on, and closed.Managing tickets from an inbox is a manual process. You have to read the email, decide who is best to handle it and forward it to
Solving Inbox Chaos: How to Auto-Assign IT Emails to a Ticketing System More
Support agents need to manage high ticket volumes on top of maintaining high CSAT (Customer Satisfaction) scores. Despite this, customers expect fast support. This is why support agents need tools that work with them, not against them. OneDesk is a uniquely powerful tool because it combines a full-featured help desk with robust project management. This
10 Tips for Support Agents to Supercharge Productivity More
In the world of customer support, time is a critical resource. Every moment an agent spends reading through conversations threads and ticket history is a moment a customer is left waiting. This information overload is a primary driver of slow response times. But what if your team could understand the entire context of a customer
Resolve Tickets in Record Time with AI Summaries More
There is a lifecycle every successful digital agency goes through. At first you are a team of three handling five clients and email is your best friend. It is fast and universal. A client emails a request, you reply, you do the work, and you reply again. But as your agency grows this process doesn’t
6 Signs Your Agency Has Outgrown Email for Client Requests More
What are help desk metrics? Help desk metrics, also called help desk KPIs, are quantifiable indicators, such as charts, graphs, or reports used to measure the performance of your support. Help desk metrics are crucial to tracking the performance of your team and ensuring you are providing quality service. You can use help desk metrics
10 Help Desk Metrics to Measure Support More
Generative AI tools such as ChatGPT, have been a popular topic lately. Many businesses and clients are experimenting and exploring the use cases of AI for their industry. For instance, AI can be used for customer support by integrating it into ticketing and chat features. If you’re not already sold on the idea of using
Use AI to Improve Customer Support More
What is the role of a help desk for education? When thinking of a help desk, the immediate association often leans towards IT teams or businesses dealing with customer inquiries. However, the utility of a help desk goes beyond these realms, proving valuable for any organization handling requests or inquiries. A help desk for education
Help Desk for Education – Why You Need One and What to Look For More
Is your support inbox becoming difficult to manage? As your company expands, you get more and more requests. With a traditional support email inbox, management involves manually moving emails around, implementing confusing color coding systems, emails being forgotten, constant back and forth, confusion over responsibilities… It’s a lot to handle! All these problems are compounded
7 Reasons to Switch to a Ticketing System From Email More