Freshdesk is a ticketing tool that allows for the shared management of emails addressed to generic mailboxes, to ensure traceability , management of automatic replies and measurement of volume.

But above all, one key word: Collaboration.

The response will mention this ticket number and if any further responses should arrive, they will all be directed to the same ticket number.

Upon receipt of the email, the ticket is therefore "open ".

When the ticket is processed and answered, the status should be changed to " resolved ".

Tickets are also classified by type .

This is how traceability is ensured:

Transfer to the appropriate contacts (within the team or outside the team)
Assigning the request to the subject category
Treatment status

And thanks to this traceability, statistical data can be extracted:

Number of tickets processed (different from emails since there can be multiple emails within a single ticket)
Topics mainly covered
Response times
Topics still unresolved
Workload, etc.

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