PRIORITIZE, CATEGORIZE AND ASSIGN TICKETS SO YOU NEVER LOSE TRACK OF THEM..
Track and manage incoming support tickets from multiple channels with one inbox.
Set deadlines for ticket response and resolution based on different business hours or categories.
AGENT COLLISION DETECTION
Ensure that multiple agents don’t wind up working on the same ticket by accident.
CUSTOM TICKET STATUS
Create custom statuses that suit your workflow to identify what stage a ticket it in..
Perform multiple actions on a ticket with a single click by automating repeated actions.
Provide quick, consistent responses to common questions by creating pre-formatted replies.
WORK TOGETHER AS TEAMS TO QUICKLY AND EFFICIENTLY SOLVE CUSTOMER PROBLEMS.
Discuss specific parts of tickets with experts from across your company to figure out the best solutions.
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Link related tickets together to keep track of widespread issues and deliver consistent responses.
Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.
UNIFY AND MANAGE ALL SUPPORT-RELATED COMMUNICATIONS FROM MULTIPLE CHANNELS ON A SINGLE PLATFORM.
Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.
Set up a fully functional call center and record and track calls by converting them into tickets.
Assist prospective customers and provide real-time support on your website through live chat.
Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.
Let customers raise tickets from your website and display related knowledge base articles as they type.
LEVERAGE FRESHDESK’S BUILT-IN CAPABILITIES TO AUTOMATE REPETITIVE HELPDESK TASKS.
Automatically assign tickets to agents and groups based on keywords, requester or properties.
INTELLIGENT TICKET ASSIGNMENT
Assign tickets to agents based on their current workload, skill or using the round robin method.
Execute maintenance activities on tickets based on the time lapsed since an event happened.
Implement one or more actions on specific tickets as soon as an event happens.
AUTOMATIC EMAIL NOTIFICATION
Notify customers and agents automatically about the changes happening in their ticket.
CREATE A SELF SERVICE EXPERIENCE FOR CUSTOMERS WITH A KNOWLEDGE BASE AND FORUMS.
AUTOMATICALLY SUGGEST SOLUTIONS
Allow relevant solutions to pop up for customers and save time for your agents and customers.
EMAIL TO KBASE
Let agents convert their ticket replies into knowledge base articles, as they reply.
Writers will be notified automatically about feedback on their articles so they can implement them.
SOLUTION ARTICLE ANALYTICS
Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped.
Setup moderation workflows to ensure posts violating your guidelines don’t go live immediately.
LINK FORUM TOPIC TO TICKET
Convert critical issues raised in the community into tickets so they get the required attention.
IDENTIFY PROBLEMS, PLAN BASED ON METRICS AND IMPROVE HELPDESK PERFORMANCE.
Understand how different agents and groups are performing based on various helpdesk metrics.
CUSTOMER SATISFACTION RATINGS
Gauge how customers feel about your support using customer satisfaction reports.
Monitor your helpdesk using real-time data about tickets, trends and groups.
ANSWERS AND INSIGHTS
Easily access data and reports and get custom insights important to your business everyday.
Schedule default and custom reports so that you can receive them in your inbox periodically.
CUSTOMIZE YOUR WORKFLOWS, CUSTOMER PORTAL, AGENT ROLES AND MORE TO MAKE THE HELPDESK TRULY YOURS.
Customize the look and layout of your support portal with full CSS customization and ready-made themes.
CUSTOMIZE AGENT ROLES
Give differential permissions for access and actions according to the roles and responsibilities of agents.
CUSTOM TICKET FORMS
Collect information relevant and important to your business by adding and modifying fields in the ticket form.
Use your own vanity URL for your support portal and provide a seamless customer experience.
Build and integrate custom apps to carry out workflows that are unique to your business.
FRESHDESK ENSURES ENTERPRISE-GRADE SECURITY WITH FEATURES AND COMPREHENSIVE AUDITS OF NETWORKS, SYSTEMS AND REGULATORY COMPLIANCES TO PROTECT OUR PRODUCT AND PLATFORM.
CUSTOM SSL CERTIFICATES
Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.
IP AND NETWORK RESTRICTIONS
Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network).
IDENTITY & ACCESS MANAGEMENT
Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.