Implementation by SaaS360
From Tickets to Trust – Redefining Customer Support:
Freshdesk is more than just a helpdesk — when configured by SaaS360, it becomes a strategic CX engine. We deliver Freshdesk implementations that empower teams with omnichannel support, dynamic workflows, and deep customer insights.
Trusted By Businesses Around the World
What We Deliver in Freshdesk
Round-robin with real-time agent capacity checks
Intelligent Ticket Distribution
Adjust based on escalation level and stakeholder assignment
Dynamic SLA Engines
Custom domains, email templates, IVR trees, CSAT tracking
Multi-Brand, Multi-Channel Portals
Auto-disposition, response clearing, escalated manager tracking
Custom Widgets & Automation Layers
Secure shared visibility across store teams, departments
External Collaborator Access
Proven Success: GIVA
Challenges:
- 29,000+ monthly tickets, but no SLA-based automation
- High agent workload and siloed store manager visibility
Our Fix:
- Built SLA governance engine, auto-ticket routing
- Enabled collaborator access for store managers
- Implemented real-time reporting hierarchy
Result:
30% faster resolution time, optimized workloads, seamless store-to-agent handoffs.