Unleashing the Power of Marketplace Apps in Discussion with Matt Butler, Nlets
At Freshworks, we are constantly striving to help our customers win. While our focus is to make software that’s ridiculously easy to use, our customers often find them more impactful when they can use apps, from the Freshworks Marketplace, that complement our products.
We recently spoke to some of our customers about their Marketplace experience and the marketplace apps that have helped them win faster with our products.
Under the ‘Unleashing the Power of Marketplace Apps’ series of blogs, we bring to you the inspiring stories of some of our key customers from that discussion.
We are starting with the story of The International Justice & Public Safety Network – the premiere interstate justice and public safety network in the US for the exchange of law enforcement, criminal justice, and public safety-related information. To accomplish this, the Nlets system provides unrivaled reliability based on a network built to endure threats without impacting performance.
We spoke to Matt Butler, Operations Services Manager, who started by explaining how Nlets links and supports state, local, and federal law enforcement, justice, and public safety agencies for sharing critical information. “Nlets deals with a wide variety of customers on an everyday basis- customers such as dispatchers, police officers, and even programmers at the state level.”
Matt continues “The different teams within Nlets need to be on their toes to ensure information is delivered on time. To put things in perspective, imagine this- there is an officer on the side of the road out with someone and the officer needs to know instantly if the person that they’re dealing with is a good guy or a bad guy.”
The goal is to ensure that enforcement officers have the information they need precisely when required, enabling them to make correct and timely decisions. Ultimately, productivity is key.
In order to support that mission, Nlets uses several apps from the Freshworks marketplace to complement Freshservice. Let’s take a look.
Clone Ticket and the Clone Change Request
The Clone Ticket app allows users to quickly create copies of service requests while the Clone Change Request app allows users to easily clone change requests. Because every agent at Nlets talks to a large number of customers across the United
States every day, dispatchers who send emails automatically get added as contacts.
The ability to quickly clone Change Requests and Tickets saves my agents time and increases productivity – Matt
Detailr
This app helps agents quickly see the requesters’ details on Freshservice without toggling between screens. Admins can configure additional requester fields, such as default fields and custom fields that agents want to view.
Nlets agents heavily use this app to easily view details such as which state an individual is coming from, who they are in relation to the state representative, and how the team can solve their problem quickly. Even details such as identifying whether an issue is broad or is it specific to the state.
Detailr gives my agents quick access to all contact fields without having to switch screens – Matt
Auto timer
The auto-timer app allows automatic calculation of the time spent on a ticket.
This helps agents, admins, and managers at Nlets to instantly know how long it takes to solve a certain type of issue.
This information is also used to build reports that determine how much time each type of issue takes to resolve. That helps identify areas that need improvement in order to improve performance.
Office 365 Calendar
This app allows Freshservice users to stay on top of their tasks. Users can use this app for details of tasks, changes, meetings, setting reminders, and receiving push notifications on the Office 365 mobile app.
At Nlets, teams have been heavily using it for cab meetings, releases, problems, tickets, and tasks, in a synchronized way. This allows them to get a complete view of things in one place.
The Office 365 Calendar app allows my agents to effortlessly schedule time with our customers – Matt
Beyond Trust
Freshservice integration with Beyond Trust allows users at Nlets to access all Beyond Trust logs from within Freshservice without switching between tools. This makes sure remote employees get timely support, even when they are traveling for work.
Freshworks Marketplace offers over 1300 applications for our customers to download and extend Freshworks’ capabilities. As Matt aptly puts it: “The Freshworks marketplace simplifies the installation of apps that enhance our experience with the tools we use.” Explore the marketplace apps today and enhance your Freshworks experience.
Want to see more inspiration on how marketplace apps can help you get the most out of Freshworks products? Stay tuned for more customer stories in this series.