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.
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.