Problem:

Managing support tickets across different platforms without synchronization creates confusion and delays. Support agents often have to toggle between Freshdesk and communication tools like Microsoft 365, leading to errors, missed updates, and inefficient workflows. Manually updating tickets, assigning them to agents, and tracking their progress without automated workflows slows down response times, negatively affecting customer experience.

Why It Matters:

• Ensures prompt ticket assignment and updates.

• Reduces manual entry errors and administrative tasks.

• Facilitates team collaboration through Microsoft 365 integration.

• Enhances transparency in ticket resolution status.

• Speeds up response times, improving customer satisfaction.

  
  

Solution:

SwarmZero integrates Freshdesk with Microsoft 365 to automate the synchronization of support tickets and notifications. SwarmZero’s AI agents ensure real-time ticket updates, assignments, and communication across platforms. This seamless integration allows support teams to access ticket details instantly, collaborate efficiently, and resolve issues faster, enhancing the overall support experience and improving customer satisfaction.