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Freshdesk puts control back in the hands of support managers without forcing you to sacrifice customization, speed, or agility.
PERSONALIZE YOUR SUPPORT EXPERIENCE
Every company has its own personality and a unique way of functioning. Your customers need to recognize your brand’s voice at every touchpoint, including your support portal. Your team also needs a helpdesk that matches they way they work.
With Freshdesk’s extensive customization capabilities, you can create a helpdesk that is perfect for your business. Brand your support portal to reflect your website, hosted at a support URL of your choice. Make it easy for agents to resolve issues by collecting information relevant to the issue from customers.
Enable agents to save time by handling tickets that are meant for them. This can be done by automating ticket assignments based on their current workload, skills, or the channels handled by them.
Let your global team perform at their best irrespective of where they are based, by handling support in their language and timezone. Optimize their productivity further by setting up multilingual self-service, multilingual automated mail notifications, and help them gauge their performance with multilingual CSAT surveys
Decide what each agent on your team sees in the helpdesk with selective permissions. With custom roles, you can configure settings so that your community managers see only forums while your social media team focusses on tweets or Facebook messages.
Configure reports that are relevant to each team or individual using Freshdesk and help them track key metrics about their team performance, the impact of operational changes and the customers’ perception about your product/service over any given period
Use the marketplace or build your own custom app that brings useful data into Freshdesk from your day to day solutions. Completely customize the fields that store this data to provide all the relevant context for your agents
Provide a unique experience for your agents and customers by customizing their portals to reflect your brand’s theme. Every inch of the portal can be customized as shown in these examples.
The complete feature list is an excel sheet containing generic helpdesk features and features specific to each support channel Freshdesk has.
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