Freshdesk
01
Replied from chat
Megan asks for a reply saying Lewis is booked for Thursday. She reads the draft, then it's posted on the ticket.
Checked before it's posted
Centrus chat, replying to a ticket
MEMegan EllisService desk
Today
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new work
Ticket #4810, caught up in one question.
The service desk asks about a Freshdesk ticket on Teams or in chat. Centrus reads the thread, the private notes and the time logged, and says what the customer is still waiting on, so whoever picks it up in your field service office knows where it stands before replying.
Teams, on the service desk
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Centrus AIChatAboutToday
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- who asks
- Service desk and admin
- how it runs
- Asked in chat, on WhatsApp or in Teams.
how it runs
After the catch-up on #4810.
Megan reads Helen's ticket at 09:20 on Thursday. This is the reply she sends, the time she logs, and the list waiting for her on Friday.
01
Replied from chat
Megan asks for a reply saying Lewis is booked for Thursday. She reads the draft, then it's posted on the ticket.
Checked before it's posted
Works with Freshdesk02
The time, logged
At 09:30 she logs her 15 minutes from Teams. The ticket shows 1h 25m, and Freshdesk was never opened.
Logged where she asked
Works with Teams, Freshdesk03
Sent every morning
At 08:00 each weekday an agent reads the open tickets and emails Megan the ones waiting on a reply, oldest first.
The oldest one first
Works with Freshdesk, Outlook, Gmail
Centrus chat, replying to a ticket
MEMegan EllisService desk
Today
Type a message…
01 / 03
01 / 03
before and after
The same open ticket, two ways.
Riverside Care's #4810, 3 failed emergency lights, picked up by Megan at 09:20 on Thursday and followed to Friday morning.
Catching up
Without Centrus: Scroll the whole thread and the notes before replying
With Centrus: One question on Teams, answered with where it stands
What's owed
Without Centrus: Helen's request for a visit date lost in the thread
With Centrus: Waiting since Tue 06/10, said in the first line
The reply
Without Centrus: Typed into Freshdesk after checking the job
With Centrus: Drafted in chat, read, then posted on the ticket
The time
Without Centrus: Logged later in Freshdesk, if at all
With Centrus: Logged from the same Teams thread
Other ways people ask
- “Log 25 minutes against ticket #4810, billable.”
- “Which Northgate tickets are still waiting on us?”
keep going
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Centrus AIin the 30 minutes
- 01We start with how your operation actually runs, on the desk and in the field.
- 02We show "Catch up on a Freshdesk ticket in one question" on a setup that matches yours.
- 03We pick out the admin that should run itself first.
Book 30 minutes. Bring a real question.
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