Customer Experience
Sales and Marketing
IT Service Management
HR Management
Freshworks Neo
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
North America
Europe
Latin America
Asia Pacific
By Size
By Use Case
By Industry
Back to Glossry
Most brands now have a social presence. They have a facebook page, they tweet, sometimes, they are even on pinterest. Brands see social channels as a good way to connect to customers; which is true. They also get a lot of support questions through these social channels. And since everything in social media is public, brands have to be doubly careful about answering those questions, and answering them on time. This can be done by integrating social accounts with a helpdesk.
When someone posts on a brand’s facebook page that has been integrated with a helpdesk, it gets converted into a ticket automatically. Agents can reply to these tickets, and their replies will reach the customer as a comment on their facebook post. Since anything on social media is time sensitive, admins can set up a separate SLA policy for facebook tickets.
Unlimited Agents. No strings attached. No credit card required
We use cookies to offer you a better browsing experience, analyse site traffic, personalize content, and serve targeted advertisements. Read about how we use cookies in our Privacy Notice. Our Cookie Policy provides information about managing cookie settings.
Sorry, our deep-dive didn’t help. Please try a different search term.