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Freshdesk suite of products is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers.
Freshdesk is a support teams software that allows companies to work on solutions faster.
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Freshdesk is a support teams software that allows companies to work on solutions faster. Agents will have the possibility of knowing who else is working on their tickets, use internal notes, reply with predefined templates, view tickets due date and status information at once, have context on the ticket and customer history at hand, and update properties of their tickets. Tickets are automatically created from emails sent to the support team inbox. Ticket priorities, SLAs, and business hours can be set in order to ensure proper response times for customer tickets. There are free Apps to download for iPhone and Android, so that you can have visibility on the help desk from your mobile devices. It is possible for agents to reply with formatted preloaded answers, to identify previous solutions by means of keywords, to perform multiple actions at once like assigning tickets to one agent or deleting tickets at the same time, to merge all related tickets, and to setup different actions to be performed all together on tickets: set priority, assign and set status at the same time. Freshdesk has a multichannel platform that allows management of all conversations at the same place: phone calls, live chat, support ticket forms on the companie’s website, facebook channel, twitter channel and self-service portal. Freshdesk includes a gaming feature that can be used to engage agents and make their repetitive work more exciting. Solutions can be enhanced with a knowledge database and community forums. It is possible to organize global support considering different time zones, and multiple products and languages. Freshdesk ensures security with user signons, certificates, and trusted sites capabilities. It includes reports and dashboards to easily view information related to tickets, agents, productivity, capacity, customer satisfaction, conflicts, etc. Freshdesk can be further extended with applications and APIs.
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