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· On the 1st of August we directed the existing customer service desk email address in to Freshdesk. We also directed a email channel used for customers to place orders.
· We have a team of 6 customer service advisors, one supervisor and one manager. In the first month we have had 5885 tickets.
· Currently the supervisor and manager are allocating all tickets to appropriate advisors. Advisors are then emailing appropriate departments to seek action. Our longer term ambition is to set up satellite customer service departments in each business area, with these becoming the home for tickets where appropriate.
· The manager and supervisor are struggling to manage the volume of tickets and ensure close off.
· We are not satisfied with the quality of the responses the team are giving customers (more internally than externally).
· We are concerned with how ownership of issues is being passed from person to person.
· Last thing is reporting. we would like a little guidance on getting concise, automatic reports from Freshdesk.
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