Akash Ganapathi

Akash is the Solutions Team Lead at JupiterOne - a Cybersecurity and Compliance platform. JupiterOne has been using Agent to support their customers in Slack and Email since December of 2020.

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"Customers love having Slack as a support tool. Having Agent just makes sense"

~Akash Ganapathi

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Why Akash doesn't worry

The customers Ben brings to Slack are the biggest and some of his most important ones. So when Gatsby makes SLA promises, he needs to make sure they are met. For months, Ben has been attempting to hit a 90%+ time to first reply SLA adherence and for months Ben was struggling. The biggest challenge is agents tend to only create tickets for the tougher requests, meaning, many tickets aren't getting captured and SLA measurements are inaccurate.

In the first month of using Foqal Agent, Ben's team beat the target - hitting 91% SLA adherence. Ben also discovered his ticket volume double. Because all customer requests were now being captured, he realized that 50% of the work they were doing was never being ticketed or measured. With the added metrics, Ben understands the work coming from paid support, is able to measure and show what his team has accomplished, and even predict headcount expansion.

Stop worrying

Less Interruptions

Before, when a customer made a request, Akash had to drop everything and focus all of his energy on solving the customer issue. With no good way to let a customer know it will be handled later, he had no other choice but to message them as soon as possible. There was also no way of remembering to get back to a conversation, so he had to work the issue immediately. Akash tried marking conversations as unread and paying attention to which channels and threads he opened with hopes of not losing anything. “That’s not a real workflow, that’s a chaotic mess,” he says.

With Agent, Akash doesn’t have to drop everything anymore. He knows Agent created a ticket and already replied to the customer. Because “Messages are being tracked as tickets”, he can triage at a glance and work tickets in order of priority without fear of forgetting about them.

Get a workflow

Customers appreciate it

We asked Akash, what do your customers think about Agent? We were ecstatic to hear that his customers appreciate that "their request is not going to get lost in the fray of Slack,” and it helps “reassure we are on the way and that their message is important”. Customers still feel they are getting the same great personal access to Akash and his team. Akash and JupiterOne are able to build that great personal relationship with their customers through Slack, but at scale.

Overall Akash says “Customers love having Slack as a support tool. Having Agent just makes sense”

Give peace of mind

"Customers know the request is not going to get lost in the fray of Slack."

~Akash Ganapathi

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