How to Accelerate Incident Response with Freshdesk + Xurrent IMR Integration

When something breaks, customers don’t wait. They expect fast solutions. In fact, 90% of customers expect a quick response when they reach out.

If your team can’t handle high-severity tickets quickly, it’s trust lost, revenue impacted, and customers looking elsewhere. The good news? There’s a better way to stay ahead of critical issues. Before we jump to the solution, let’s deep dive into the major problems businesses face when incident response gets delayed.

Why High-Severity Tickets Are Critical to Your Business Success

High-severity incidents can disrupt services, frustrate customers, and hurt your business. Here’s what happens when you don’t respond fast enough:

• Customers walk away: One bad experience, and 1 in 3 customers will consider switching to a competitor.
• Revenue takes a hit: Missed SLAs lead to penalties and lost opportunities.
• Loyalty drops: On the flip side, 75% of customers are willing to pay more for companies that deliver great customer service.

Bottom line: handling critical tickets isn’t just about fixing problems, it’s about protecting your relationship with customers.

The Solution: Xurrent IMR + Freshdesk

If your team is drowning in manual processes or struggling to keep up with critical tickets, there’s a better way. Integrating Xurrent IMR with Freshdesk gives your team the tools to handle incidents faster and more effectively, all while keeping customers in the loop.

With Xurrent IMR + Freshdesk, you can:

• Monitor critical tickets in real-time.
• Collaborate seamlessly to resolve issues faster.
• Automate workflows, so nothing slips through the cracks.

Ready to make incident management less chaotic and more effective? Let’s walk you through how it works.

Step-by-Step Guide: Integrating Xurrent IMR with Freshdesk

Getting started is easier than you think. Follow these steps to integrate Xurrent IMR and Freshdesk for seamless incident management:

Connect Freshdesk and Xurrent IMR

Here are the steps to set up a two-way integration between Xurrent IMR and Freshdesk:

1. Create a Freshdesk API Key:

• In the API Key section, copy the key provided.
• Navigate to your profile picture in the top right corner, click on it, and select "Profile Settings."
• Log in to your Freshdesk account.

2. Create a Xurrent IMR Integration:

Click on "Add Integration" and select "Freshdesk" from the list of available integrations.

• Go to the "Integrations" section from the sidebar.
• Log in to your Xurrent IMR account.

3. Configure the Integration:

• Fill in other required details, such as your Freshdesk domain and any additional configuration settings as prompted.
• Enter the Freshdesk API key you copied earlier in the relevant field.

4. Set Up Incident Creation Rules:

Define the rules for creating incidents in Xurrent IMR based on Freshdesk ticket updates. Choose which Freshdesk ticket statuses will trigger incident creation in Xurrent IMR.

5. Test the Integration:

• Check Xurrent IMR to confirm that the incident was created successfully. Also, ensure that updates made in Xurrent IMR reflect back in Freshdesk.
• Create a test ticket in Freshdesk with a status that should trigger an incident in Xurrent IMR.

These steps will help you establish a seamless two-way integration between Xurrent IMR and Freshdesk for efficient incident management.

Real-Time Monitoring and Incident Response with Xurrent IMR

Once your integration is live, Xurrent IMR takes the guesswork out of managing critical incidents:

• Use Response Playbooks: Predefined playbooks guide your team through common high-severity incidents, reducing response times and improving outcomes.
• Assign Responsibilities Clearly: Assign specific team members to handle different aspects of an incident, so nothing falls through the cracks.
• Collaborate Effectively: Use Xurrent IMR’s communication tools to share updates, assign roles, and resolve incidents as a team.
• Monitor in Real-Time: See critical Freshdesk tickets immediately, so your team can act fast.

Post-Incident Review

Once an incident is resolved, take a moment to reflect. Xurrent IMR makes it easy to review what happened and improve for next time:

• Share Insights: Encourage a culture of improvement by sharing lessons learned with your team.
• Refine Processes: Update your playbooks, workflows, or training based on what you’ve learned.
• Analyze Performance: Look at response times, team collaboration, and customer feedback.

Drive Customer Satisfaction with Xurrent IMR and Freshdesk Integration

In today’s customer-first world, how you handle critical incidents says a lot about your business. With Xurrent IMR + Freshdesk, you’re giving your team the tools to:

• Faster Resolutions: Critical tickets are flagged immediately, and automated workflows ensure the right people act quickly.
• Happier Customers: Faster responses build trust and loyalty, while keeping stakeholders informed minimizes frustration.
• Stronger Teams: By automating repetitive tasks, your team can focus on solving problems and not juggling processes.

Don’t let critical tickets become critical problems. Start managing incidents with confidence today.