With an intuitive, user-friendly interface, an app that’s easy to download onto a mobile phone, and a cloud-based help desk, Freshservice has extended its operation across the Americas and is currently in use at SAAM Towage in Ecuador, Colombia, Uruguay, Panama, Guatemala, Chile, Brazil, Costa Rica, Peru, El Salvador and Canada (for NSE support).

“This platform allows us to centralize, optimize and monitor our response to Tripanko-related cases lodged with it. It is continuously monitoring our subsidiaries and resolution groups with unresolved tickets, and contacts supervisors to enable agents to proceed with the solution,” explains Evelyn Miranda, SAAM’s Head of IT Services Projects.

About Freshservice: This platform was designed using best ITIL practices and allows companies to manage their IT services and control their assets. The user generates their ticket simply by sending an email to helpdesk@saamtowage.com and ticket resolution agents have configurable indicators to improve service and resolution management.