Freshdesk - Ticketing system software in digital customer service
Nguyen, Trang (2022)
Nguyen, Trang
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022111122468
https://urn.fi/URN:NBN:fi:amk-2022111122468
Tiivistelmä
One of the most important factors to improve the customer’s experience has been good, remarkably delivered customer service. Nowadays, with the growth of digitalization, it is irresistible for organizations to pay more attention to enhancing their digital customer service, in order to cope with the change in customer behavior and expectations. Applying a ticketing system has appeared as a good solution for better service management due to its interesting features. Freshdesk, the popular helpdesk software using a ticketing system, was selected as a subject and studied to demonstrate the potential advantages that it can offer to support agent performance. The theory gave knowledge of the main concepts and their relations. The examples and reviews of Freshdesk were presented as references and a base to conduct the research. The chosen research method was a comparative study. The research was conducted under comparative usability testing form, with the idea to highlight the differences in functions between Freshdesk and Outlook, a common communication tool. The data were collected and reflected under two types: quantitative and qualitative data, to reach a comprehensive analysis of the research. The results of the research suggested that adopting Freshdesk with ticketing system advanced the agent activities. Not only did it help to improve convenience, productivity, and time-saving, but also with the software, agents gain better control, visibility, and capacity to handle their tasks. The implications that the software provided benefit companies in the long term. As a conclusion, organizations could consider applying Freshdesk, or helpdesk in general, to change the way they served customers. The more consistent and organized the internal system was, the better the service provided.