In Pragmatic Support we rely on 3rd party software to log, track and manage support tickets we receive from our clients on a daily basis. The software of choice for many years was JIRA, made by Atlassian, however three months ago we decided it was time for a change.
This wasn’t an easy decision, as the rest of the company were to continue using JIRA and Confluence for all internal tickets, documents and tracking. In Support, we wanted to break the mould and use something that would make life easier and simpler for both ourselves and our clients.
After testing several different options, we opted to switch to the very well-known and respected, Freshdesk, which was built for support teams from the ground up. Every feature has been designed with a purpose; increasing productivity, greater speed and ease for users logging tickets, tracking on-going ticket progress, time management for SLA clients, report creation, plus a knowledge base centre.
Freshdesk’s workflow is simple – just email our [email protected] address, or login via help.pragmatic.agency to log a ticket, which will then be auto-assigned to a support developer who is on hand to fix your issue and communicate any comments/feedback back to you.
By logging in, you can then check ticket statuses, send replies, and find previous tickets for reference. Plus there’s also an option to view tickets that have been logged by your colleagues – a very useful feature!
Once a ticket is logged and you have an SLA with Pragmatic, the time taken to fix the issue will be automatically deducted from your pot of hours. If you do not have an SLA, the developer will take a look and promptly inform you if any hours are required for sign off.
For our clients logging a ticket and our developers responding to them, things couldn’t get much simpler!
If you have any questions about our new system, feel free to reach out to a member of our support team, who’ll be happy to help.