In June, we switched our Help Desk system to Intercom. This is a significant step for us and something we have been looking forward to for a while. There have been many improvements to our ticket handling that we have wanted to make, and with the switch to Intercom, many of those have already been realized. These improvements include an AI assistant to help our agents find the right answer faster and a better overview of open tickets to ensure nothing is forgotten and all are handled promptly. However, the one big improvement I am most excited about is the ability to provide a better overview to our customers.

This week, we started rolling out a new feature revolving around tickets. When you open a ticket with any of our teams, you will receive an auto-reply with a unique ticket ID. This email contains the header and body of the original message and, most importantly, includes an embedded progress bar that shows the status of the ticket from creation until it is resolved by our teams.

This is a huge step in providing transparency and a better overview for our customers. We hope that this, along with improved response times, will greatly enhance the overall experience when interacting with the Support teams at Trackunit.

We are still early in our journey with this new tool, and over the coming months, we will be introducing even more changes and improvements to how we interact with our customers to improve the overall experience. Stay tuned…