Freshdesk Setup Audit & Support Team Management

We're a small eCommerce business (selling pet supplies) with 2 support agents handling everything, email, live chat, and some social DMs. We moved to Freshdesk about 4 months ago thinking it would help, but honestly the setup was rushed and things have gotten worse, not better. Our biggest issue is that tickets keep falling through the cracks. We get maybe 60–80 tickets a day and by end of week there's always 30–40 sitting unresolved that neither of us realized were there. We don't have any automations set up, no SLA rules, and tickets come in as "unassigned" so one of us has to manually check and pick them up, which doesn't always happen. We're not looking for a complete overhaul. We just need someone who knows Freshdesk well to look at how we're currently set up, tell us what's wrong, and either fix it or walk us through fixing it ourselves. Specifically we'd love help with: - Auto-assignment rules so tickets don't sit unassigned - SLA policies so we actually get alerted when something's overdue - A simple escalation trigger for anything open over 24 hours - Maybe a few canned responses for our top repeat questions - ⁠Manage customer support team of 2 and improve CSAT score. We're not technical at all so clear communication matters a lot to us. If you've done this kind of Freshdesk cleanup before, please share what you've worked on, even just a quick description.