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Also, parature is based in the US and they don't get quick support from them.
In a typical day, a support agent would be assigned with a bunch of tickets to respond to. They are queries from various categories, Website, refund, booking, operational concerns. Agents don't take care of the same thing everyday, they would handle different requests on rotation. Their team heads would decide who takes care of what everyday. Chat is also handled on rotation.
They do not have an SLA option in their system. Also they sort tickets based on the type and mentioned how sorting based on the type and checking how a day looks for them is important to plan for workforce accordingly. They also have a few reporting options available in their tool.
Durga showed her how each of these can be addressed through Freshdesk. We also spoke to her about our support and told her the multiple ways they could reach out through.
Things that interest her
*Social Media
*Live Chat
*Reporting
*CSAT
*Setting up SLA's
*Automations
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