Freshdesk

Keep track of conversations Prioritize, categorize and assign tickets so you never lose track of them.. Team Inbox Track and manage incoming support tickets from multiple channels with one inbox. SLA Management 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. Scenario Automation Perform multiple actions on a ticket with a single click by automating repeated actions. Canned Responses Provide quick, consistent responses to common questions by creating pre-formatted replies. Resolve issues together Work together as teams to quickly and efficiently solve customer problems. Team Huddle Discuss specific parts of tickets with experts from across your company to figure out the best solutions. Shared Ownership Share ownership of tickets with other teams without losing visibility into progress being made on the issue. Linked Tickets Link related tickets together to keep track of widespread issues and deliver consistent responses. Parent-child Ticketing Resolve complex, multi-stage issues faster by splitting them into smaller child tickets. Support across channels Unify and manage all support-related communications from multiple channels on a single platform. Email Convert support emails into trackable tickets in your helpdesk that you can manage and resolve. Phone Set up a fully functional call center and record and track calls by converting them into tickets. Live chat Assist prospective customers and provide real-time support on your website through live chat. Social media Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk. Website Let customers raise tickets from your website and display related knowledge base articles as they type. Increase your team’s productivity Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks. Ticket dispatch 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. Time-triggered automation Execute maintenance activities on tickets based on the time lapsed since an event happened. Event-triggered automation 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. Help customers help themselves 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. Feedback mechanism 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. Forum moderation 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. Measure and improve efficiency Identify problems, plan based on metrics and improve helpdesk performance. Helpdesk reports 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. Dashboards 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 reports Schedule default and custom reports so that you can receive them in your inbox periodically. Complete customization capabilities Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours. Portal customization 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. Custom URL Use your own vanity URL for your support portal and provide a seamless customer experience. Custom Apps Build and integrate custom apps to carry out workflows that are unique to your business. State of the art data security 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.