SOFTWARE
Freshdesk tag automations for efficient support teams
With SentiSum simple-to-use dashboard, reporting actionable Freshdesk tag insights takes minutes instead of hours. Report both qualitative and quanitative insights to inform product roadmaps and improve customer experience across your organisation.
"I can now easily show the rest of the company what's driving customer contact and together we can drive positive change. It's exciting."
Director of Customer Service, +$50m revenue fast-growth company
How it works
SentiSum's core technology is a machine-learning based NLP engine.
It's designed to uncover ticket tag insights that are:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: It applies topics at a root cause level.
3/ Up-to-date: It surfaces new and trending issues.
You can trust them to underpin strategic change across your business.
P.s. We cover almost every language and contact channel (even voice).
A simple but effective Freshdesk tag solution
Our Freshdesk tagging automation understand context and applies multi-level ticket tags at scale. You'll have a granular understanding of the topics driving customer contact—historically and in real-time.
Leverage tags for other time-saving automations
Whether it's automatically routing a ticket to the right team, prioritising urgent tickets, or streamlining the response process, when you've got granular ticket tags you can automate various agent workflows.
We make Freshdesk tag reports a 10-minute job
Our daily digest email ensures you stay up-to-date with performance, top ticket drivers and the largest rises and falls in topics.
Subscribe anyone to bring company-wide access to support data. You'll see a refocus on customer experience that helps you to reduce ticket volumes.
For more in-depth reporting, simply login to the dashboard and deep dive qualitative and quantitative insights
Why replace your existing tagging system?
Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.
Before SentiSum
- Tags are broad and require manual digging
- Tags become outdated so insight is missed
- Tags are based on 'keywords' = inaccurate
- Tags are applied inconsistently by agents
- Reporting is still time-consuming
After SentiSum
- Tags are granular and get to the heart of the issue
- Tag taxonomies are continuously up-to-date
- Tagging is machine-learning based = accurate
- Tags are applied consistently to 100% of your tickets
- Reporting is made simple with automation
- Tags can be trusted to guide triggers, automations and company-wide improvements
All your channels under one roof
SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.
How to automatically tag a ticket in Freshdesk
Freshdesk is a great tool for managing customer support, but it doesn't have the power to automatically tag tickets with relevant information.
For example, if you want your ticketing system to automatically tag every incoming email as "problem" or "question" or a specific reason for contact, then this is impossible in freshdesk.
SentiSum's AI analytics tool can do this and more. By integrating SentiSum into your workflow you'll be able to apply tags to every ticket in real time using powerful natural language processing (NLP) technology that understands what each ticket means with 100% accuracy.
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”
Catherine Onions
Head of Customer Service
See it in action
