The Freshdesk Ticket Limit App is a custom-built solution designed to enhance the efficiency of support teams and maintain effective ticket management by monitoring the number of support tickets opened by customers. This app is particularly useful for businesses that have a contractual limit on the number of support tickets a customer can open within a specific time frame, such as monthly or annually. The app helps by automatically tracking the number of tickets a customer has opened and alerting the support team or group members whenever a customer exceeds their contracted ticket limit.

By ensuring that customers adhere to their ticket limits, the app helps support teams maintain better control over their service level agreements (SLAs), manage workloads, and avoid providing excessive support outside of contractual agreements. This proactive solution can help avoid customer abuse of support resources while also promoting transparency and clear communication between support agents and customers regarding ticket limits.

Key Features and Functionality:

• Automatic Ticket Count Tracking:
  • Real-Time Ticket Tracking: The app continuously tracks the number of tickets a customer has opened within a specified period. It maintains an accurate count of tickets submitted by each customer and compares it against the contractual limit defined by the business or organization.
  • Customizable Ticket Limit: Administrators can configure the contractual ticket limit for each customer or group of customers. For example, customers may have a limit of 5 tickets per month, or certain customers may have different limits based on their support contract tier.
• Alerts for Exceeding Ticket Limits:
  • Real-Time Alerts: Whenever a customer exceeds their contracted number of tickets, the app sends an alert notification to relevant group members, such as support agents, managers, or team leads. This ensures that the team is immediately aware of any breaches in the ticket limit
• Seamless Integration with Freshdesk:
  • Built-In with Freshdesk: The Freshdesk Ticket Limit App integrates directly with Freshdesk’s ticketing system, so the entire ticket management process remains smooth and seamless. It doesn’t require agents to manually track ticket counts or manually enforce ticket limits; the app automates the entire workflow.

Key Benefits of the Freshdesk Ticket Limit App:

1. Improved Ticket Management:

By keeping track of customer ticket limits, the app reduces the risk of customers exceeding their support quota and helps avoid unnecessary support overload. It ensures that ticket management is organized, efficient, and in line with customer agreements.

2. Proactive Support:

The app’s ability to send real-time alerts and proactively enforce ticket limits means that support teams can address potential issues before they escalate, ensuring that customers are aware of their usage and that the support team can take corrective action if needed.

3. Enhanced Contract Compliance:

This app ensures that businesses remain compliant with their contractual obligations, preventing customers from opening an excessive number of tickets beyond their agreed-upon limits, and enforcing contract terms without requiring manual oversight.

4. Time Savings for Agents:

With automatic ticket counting and limit enforcement, agents don’t need to manually track ticket limits for each customer. The app automatically notifies the support team when limits are reached, saving time and reducing administrative overhead.

5. Increased Revenue Opportunities:

The app can identify customers who frequently exceed their ticket limits, creating an opportunity for upselling additional tickets or support plans. By automatically prompting agents to suggest plan upgrades when customers reach their ticket limits, businesses can convert more customers to higher-paying plans.

6. Better Customer Experience:

Customers are kept informed about their ticket usage and the status of their support requests. By preventing ticket overload, the app ensures that the support team can focus on providing high-quality service to each customer, improving satisfaction.