Why do shared inboxes fail?

Using email for customer support is difficult. You require complex folder structures or colour-coded tags to track issues, and as ticket volumes increase, collaboration becomes a nightmare.

Before long, managing multiple mailboxes for different teams and products causes your efficiency to take the hit.

Email Inbox

Use Freshdesk to streamline support-related emails

All emails coming into your support address get converted into tickets . This way, you can make sure that all customer emails are being tracked and responded to.

  • Prioritize the emails coming in automatically
  • Assign emails to agents
  • Manage multiple emails from one place
  • Collaborate seamlessly across teams
Tickets view

Make your replies personal

You can reply or forward a ticket just like you would in your inbox. You can personalize and format the text to call out important points, and use placeholders, or attach files and FAQ articles to send personalized replies.

Ticket details view

Do more with your email support

Automate workflows for efficiency

Automate tasks like tagging and assigning tickets so you can focus on fixing your customers’ problems.

Set targets for ticket resolution

Define service level targets to make sure your agents send timely responses to every issue that comes in.

Collaborate to resolve issues faster

Get help on issues from teammates even as you work on tickets, with Freshdesk’s in-built discussion pane.

Support customers wherever they are

Let customers reach out to you where they feel comfortable - be it email, social media or your website.

Stay informed with notifications

Get notifications for important events within the helpdesk and be alerted even if you’re not at your desk.

Use data to drive decisions

Track the right metrics to understand how quickly your team is resolving issues or when they’re the busiest.

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