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We are a small software development company in the healthcare sector
Our client report issues and requests to us via email, we have SLAs to respond to these
currently we only use email support via a central email address [email protected]
we also have a second domain i.e. [email protected] which we will be transitioning to in the future
We also use the portal to see updates etc.
It would be good to understand how all tickets for a client can be automatically grouped and access by any user from that client
a handful of staff respond to tickets, these are not full time 'agents' but
integrating by using our domain and branding is important.
We also use our support email to send system notifications/server alerts which are ignored via FreshDesk
It would be good to understand how any missed communication can be appended to tickets
Anything else you believe would be useful
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