Purpose of Freshdesk
Freshdesk is the Commission's service management platform used to capture, manage and track requests, enquiries and support activities. It provides a central location for teams to manage work, collaborate, monitor progress and maintain a complete record of interactions and outcomes.
Why we use it instead of shared mailboxes
While shared mailboxes are useful for receiving requests, they can make it difficult to track ownership, monitor progress and maintain visibility across a team. Freshdesk provides a structured way to manage requests by ensuring tickets are assigned, monitored and progressed through a defined lifecycle. It also allows teams to collaborate effectively without relying on individual inboxes or manually forwarding emails.
Freshdesk helps support:
- Centralised request management
- Clear ownership and accountability
- Team collaboration
- Consistent processes
- Better visibility of service demand and workload
- Accurate reporting and analysis
Benefits of ticket management
Using tickets rather than emails provides a structured approach to managing work and customer requests.
Key benefits include:
- Requests are tracked from creation through to resolution.
- Ticket history, conversations and actions are retained in one location.
- Collaboration between team members is visible and auditable.
- Work can be prioritised and assigned appropriately.
- Trends, recurring issues and service demand can be identified.
- Knowledge articles and canned responses can be used to improve consistency and efficiency.
Visibility and reporting
Freshdesk provides visibility of service activities through dashboards, views, ticket properties and reporting.
Consistent use of ticket properties and tags helps ensure that:
- Requests are categorised correctly.
- Operational reporting is reliable.
- Trends and recurring issues can be identified.
- Service performance can be monitored.
- Teams can make informed decisions based on meaningful data.
The quality of reporting is directly influenced by the quality of information recorded within tickets. Updating ticket attributes consistently and applying appropriate metadata supports accurate reporting, analysis and continuous improvement.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article