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Custom Freshdesk App for Dynamic Field & Dropdown Management for large Fund management company in Africa

Industry: Financial Services   

Requirement: Develop a custom Freshdesk app to dynamically hide fields and dropdown choices based on the requester’s email domain or company name. 

Problem Statement 

The financial services firm faced significant challenges in managing the variety of ticket requests they received through their Freshdesk platform. Each company or individual requester had specific requirements, and handling these manually became inefficient and error prone.  

The key issues were

Manual Customization of Ticket Forms: Support agents had to manually adjust or hide fields in the ticket form based on the requester’s company or email domain. 

Inconsistent Ticket Forms: The manual process often led to inconsistencies in ticket forms, affecting the quality and accuracy of responses. 

Operational Inefficiencies: Each manual modification consumed significant time, slowing down the overall support process. 

With a ticket volume of 4,700 per month, customer incurred costs of approx. USD 25K per month, with each manual task taking approximately 15 minutes. A custom app was needed to automate this process, reducing manual effort and improving response times. 

Applications Used: The integration was developed using Freshdesk, a powerful customer support platform that allowed for the creation of custom apps to streamline workflow and ticket management. 

Solutioning: Arbaan developed a custom Freshdesk app to automate the process of hiding fields and dropdown choices in the end-user portal, based on the requester’s email domain and company name. This eliminated the need for manual adjustments, increasing efficiency and ensuring consistency. 

Key Features of the Custom App 

Configuration Page for Admins: 

The app includes a configuration page where the admin can set up rules to control which fields or dropdown choices are displayed based on the requester’s company or email domain. This provides administrators with a simple interface to customize the ticket form. 

Multi-Select Field for Companies: 

A multi-select field allows the admin to choose from a list of companies. For each selected company, the admin can configure specific fields that need to be hidden from the ticket form. This ensures that each company only sees relevant information when submitting a ticket. 

Email Domain Configuration: 

In addition to selecting companies, the admin can input multiple email domains. The app automatically checks the requester’s email domain and hides fields or dropdown choices accordingly, ensuring a more streamlined user experience. 

Hiding Dropdown Choices: 

The app also provides the option to hide dropdown choices from the ticket form. For example, if a particular dropdown option is not relevant to a specific company or domain, it will not be displayed to the user, reducing confusion and ensuring accurate ticket submissions. 

ROI Analysis: Before the implementation of the custom app, customer handled 4,700 tickets per month, with each manual modification taking approximately 15 minutes. 

Time spent per month: 4,700 tickets x 15 minutes = 70,500 minutes (or 1,175 hours) 

At a cost of USD 19,250 per month for manual operations, the cost per ticket was approximately USD 4.10. After implementing the custom Freshdesk app, the need for manual intervention was reduced by 80%, resulting in substantial cost savings. 

Cost Savings

Monthly ticket volume: 4,700 

Cost per ticket (manual): USD 5 

Total monthly cost (manual): USD 20K 

By automating the process of hiding fields and dropdowns based on company and email domains, customer achieved significant savings: 

Cost saved per month: USD 19,250 x 80% = USD 15,400 per month 

Annual savings: USD 15,400 x 12 = USD 184,800 per year 

Key Benefits

– Cost Reduction: Customer saved approximately USD 15,400 per month (or USD 184,800 per year) by automating the field and dropdown management process within Freshdesk. 

– Time Savings: The automation saved 1,175 hours of manual work per month, allowing the support team to focus on higher-value tasks rather than repetitive manual adjustments. 

– Improved Accuracy and Consistency: The app ensured that ticket forms were always customized correctly based on the requester’s company or email domain, reducing the likelihood of errors and improving the quality of customer service. 

– User-Friendly Configuration: The admin interface was designed to be intuitive, allowing the customer to easily configure and manage the app without needing technical expertise. 

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