Good customer service was crucial for Ingram Micro. Though they were using Freshdesk to offer customer support, they still faced some inefficiencies in their customer service processes. Looking to streamline their process, they got in touch with Codup. They wanted to enhance the functionality oftheir help desk software by adding some features that improved efficiency within their business and improved their customer experience.
Codup took over the challenge and built a custom app for Freshdesk, which incorporated some powerful features.
Firstly, the app allowed them to create a set of rules on Freshdesk through which a particular kind of ticket with a certain status would be assigned to a specified group of agents. For example, a ticket related to QA with the status of pending would be assigned to a specified group of agents. This feature helped improve efficiency in their customer service processes and made sure that tickets were assigned to the right agent so that the customer’s issue was resolved in an efficient manner.
Secondly, we integrated the Freshdesk software with Twilio API and built a program that automatically sent SMS messages to customers whenever their ticket status was updated.