Xoxoday Empuls manages customer support tickets through Freshdesk and maintains a comprehensive, AI-enabled help documentation library powered by Intercom.
Freshdesk for Support Ticket Tracking
Xoxoday Empuls uses Freshdesk as its support ticketing platform. Every request raised by an HR administrator, IT team member, or programme manager is logged, assigned, and tracked through to resolution inside Freshdesk. This ensures complete visibility into open issues, response timelines, and resolution history — so no request goes unacknowledged. Whether your team needs help troubleshooting a reward redemption flow, adjusting peer-to-peer recognition budgets, or resolving a sync issue with a connected HRMS such as Darwinbox, SAP SuccessFactors, or Workday, the Freshdesk portal provides a centralised record of every ongoing support interaction. Each ticket carries a status, owner, and audit trail, making escalation and follow-up straightforward for both administrators and support staff.Intercom-Powered AI Help Documentation
Alongside the ticketing system, Xoxoday Empuls maintains an extensive self-service knowledge base managed through Intercom. The documentation is AI-enabled, surfacing relevant articles dynamically based on what administrators and employees search for in real time — rather than requiring them to browse a static directory. For example, if a programme manager asks how to configure milestone awards or set up approval workflows for a Slack-integrated recognition programme, Intercom’s AI help widget routes them directly to the correct documentation. This reduces ticket volume significantly and accelerates resolution for routine configuration questions without requiring support intervention.How the Two Layers Work Together
Freshdesk and Intercom form a tiered support model designed to match the right resource to the right issue. Employees and administrators resolve common, day-to-day questions independently through Intercom’s AI-assisted search. When an issue requires hands-on investigation — such as an SSO configuration failure, a payout discrepancy, or a bulk upload error — it is escalated as a structured Freshdesk ticket and tracked through to closure with a full audit trail. This model is particularly effective for organisations running Xoxoday Empuls across multiple geographies or business units, where support needs span different modules including rewards, surveys, social feeds, and the perks marketplace.Accessing Support
Xoxoday Empuls administrators can raise Freshdesk tickets and access the Intercom help portal directly from within the platform interface. The help documentation is updated continuously to reflect the latest product releases, so administrators always find guidance relevant to the version they are running. Learn more: [Xoxoday Empuls Help Centre — General](Is Empuls ISO 27001 and SOC 2 certified?
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