Freshservice

“A single service platform will bolster our capability and allow RPS to provide efficient services to all stakeholders, independently from where the support agents are located."

“Freshservice, or as we call it, AskDeac, has been a game-changer for us in terms of providing elevated customer support in a new digital presence. Further, since its launch, we have been approached by many other departments on campus wanting to hop on board.”

“Alert management is a game changer for us! Before Alert Management, we used to get four to five emails as soon as an issue crops up , and every alert would be logged as a ticket. Our team will have to correlate the alerts together and act accordingly. Our biggest benefit from Alert Management is that we completely got rid of the redundant emails as Freshservice groups similar alerts together and creates one single incident for it. Freshservice has tied alert and incident management systems together and has helped us create a seamless process that automatically logs an incident when there is a critical issue. And, any agent who is working on the incident can automatically track it back to the alert. This has totally stopped us from manually creating incidents in the service desk. Now that we’ve got it, it is hard to live without it.”