Angry customers and repeat complaints reach a senior person the same day

The AI reads every new ticket for anger and repeat contact, marks the serious ones urgent in Freshdesk and alerts the right service manager on Teams.

Used day to day by
  • Support team leads
  • Regional service managers
  • Customer service head

How it runs with AI

The AI reads each new ticket as it arrives and checks the customer's history in Freshdesk. Angry customers, repeat complaints and mentions of a court or social media are marked Urgent with a short summary, and the service manager for that region gets a Teams alert within minutes. The manager calls the customer the same day, knowing the whole story.

How it is done today

Complaints land in the same Freshdesk queues as routine requests, in the order they arrive. A customer writing yet again looks like any other ticket, so the agent on shift answers from the script. Service managers often hear about it days later, from a social media post or a legal notice.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Reads each new ticket for anger, legal threats and repeat contact

    Needs to know: Escalation triggers, Languages customers use

    In Freshdesk

  2. Step 2, AI

    Checks the customer's history for earlier complaints

    Needs to know: Customer ticket history, Repeat complaint rule

    In Freshdesk

  3. Step 3, AI

    Marks the ticket Urgent and writes a short summary

    Needs to know: Priority rules, Region for each customer

    In Freshdesk

  4. Step 4, AI

    Alerts the service manager on Teams with the whole story

    Needs to know: Service manager by region, Escalation time limit

    In Microsoft Teams

    Exception to step 4

    Alerts the head of service if the ticket is still untouched after the set time

  5. Step 5, Person

    Calls the customer the same day and agrees what happens next

    In Freshdesk

What stays with a person

  • Calls the customer the same day and agrees what happens next

Apps in this example

  • Freshdesk
  • Microsoft Teams

The same flow works with the apps you use.

This fits you if

  • You handle more than 3,000 support tickets a month in Freshdesk
  • Service is split across regions, service partners or product lines
  • Repeat complaints are found today by someone reading the queues
  • Senior managers sometimes learn about a complaint from social media or a legal notice

What to watch for

  • Short or sarcastic messages, and messages that mix English with Hindi or a regional language, are harder to read. A team lead reviews a weekly sample of what was marked and what was missed, and the rules are adjusted
  • Your team sets the triggers, for example that any mention of a consumer court or social media is marked Urgent whatever the tone
  • Refunds, replacements and any reply that takes a legal position stay with your service managers and legal team. The AI marks and summarises, and people decide

Read more

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