When we think of effective collaboration, we know that the whole is greater than the sum of its parts. In other words, when you align your efforts, you can reach amazing results. Unfortunately, this is easier said than done, and collaboration has always been surrounded with enormous obstacles, one of the biggest being organizational silos.

Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce. Both options will have pluses and minuses, so there’s no answer that will apply to everyone. Rather, it depends on the specifics of your organization: Do you need to provide 24/7 support? Do you anticipate random spikes in support request volume?

Freshworks, the global leader in customer engagement cloud software, today announced the launch of Freshconnect, a new contextual collaboration solution for support and sales teams. Immediately available to Freshdesk and Freshsales users, the new collaboration tool makes it easy for customer-facing and internal teams to work more efficiently with each other on customer issues and sales deals.

Providing good customer support is a team game. Large or small, established enterprise or scrappy startup, support agents need to collaborate and work together to get answers. For example, customers often contact e-commerce vendors to check where their packages are. Support agents do not always have enough context to get this answer immediately. These agents check with their Inventory team to see what was ordered by the customer.