Automating ticket fields pre-population in Freshdesk for our France based customer
Introduction:
We engaged with our customer to enhance the ticket management process. The customer’s support team was struggling with manually entering key data into Freshdesk tickets, which led to operational inefficiencies and increased costs. To address this, Arbaan did a feasibility and provided a custom solution to automate ticket field pre-population, significantly improving productivity.
Problem Statement:
The client’s customer support team was dealing with several challenges:
– High Manual Workload: Agents spent valuable time manually inputting essential ticket data, such as product details, into each ticket.
– Inconsistent Data: Manual data entry increased the risk of errors and inconsistencies in the ticket fields, affecting the quality and accuracy of ticket resolutions.
– Increased Costs: The manual process resulted in increased labor costs due to the time taken by agents to handle tickets.
With a ticket volume of 300 per month, the client incurred costs of USD 2,250 per month, and each manual task took approximately 5 minutes. Arbaan needed to develop a solution to automate this process, reducing costs and improving efficiency.
Solutioning:
To address the client’s challenges, Arbaan developed a custom Freshdesk app with the following core features:
1. EAN Value Detection
The app checks for an EAN (European Article Number) in a designated ticket field when a new ticket is created. The field can be configured by the client within the app’s settings to fit their specific workflow.
2. Querying Custom Objects
After detecting the EAN, the app queries a custom object in the client’s Freshdesk account. This object contains relevant data linked to the EAN, such as product details or customer information.
3. Automated Pre-Population of Fields
The app retrieves relevant information from the custom object and automatically populates the mapped ticket fields. This eliminates the need for agents to manually enter information, reducing the likelihood of errors.
4. Configurable Mappings
The app includes a settings page where administrators can map custom object fields to ticket fields. This flexibility ensures that the app can evolve with the client’s changing business requirements.
ROI Analysis:
Before implementing the solution, the client processed 300 tickets per month, with each manual task taking 5 minutes. The total time spent on manual entry was:
Time spent per month:
300 tickets x 5 minutes = 1,500 minutes (or 25 hours)
Given the manual effort, the cost of ticket processing was USD 2,250 per month, which breaks down to USD 7.50 per ticket. After implementing Arbaan’s custom Freshdesk app, the manual work was eliminated, reducing the costs significantly.
Cost Savings:
– Monthly ticket volume: 300
– Cost per ticket (manual): USD 7.50
– Total monthly cost (manual): USD 2,250
With automation, the cost associated with manual work was eliminated. Assuming a conservative 80% reduction in manual workload, the client saved approximately:
Cost saved per month:
USD 2,250 x 80% = USD 1,800 per month
Annual savings:
USD 1,800 x 12 = USD 21,600
Key Benefits:
– Cost Savings: The automation solution reduced manual data entry costs by 80%, saving the client USD 1,800 per month or USD 21,600 per year.
– Increased Efficiency: With the app automatically pre-populating ticket fields, the client saved over 25 hours of manual work per month, allowing agents to focus on higher-priority tasks.
– Improved Data Accuracy: Automating the process ensured consistency in ticket data, reducing errors and improving the quality of customer service.
– Faster Response Times: Agents were able to resolve tickets more quickly since all necessary information was automatically populated when tickets were created.