Place big bets while minimizing risk. Take data-driven decisions, test, and audit every change with Freshdesk.
Create a sandbox instance to test, observe, and approve configurations and deploy them in a single click. By allowing changes to be synced between the sandbox and the live instance, we ensure that there isn’t any disruption of day to day activities, in having to accommodate a configuration change.
As organizations grow, your support team gets bigger and is spread across multiple regions. Your support environments need to be scalable. Recreating workflows and configurations across teams and regions can be a time consuming, mundane task.
With Freshdesk’s Clone feature, you can quickly set up a new instance by cloning the support environment without disrupting the existing configuration.
Freshdesk’s consolidated automation module allows you to configure business rules based on the complete lifecycle of a ticket. These rules can be executed based on ticket creation, time-triggers, or updates made to tickets. All this can be done with a combination of multi-level logical operators to incorporate complex business flows through simple steps.
Large support teams need a reliable way to find out what changes have been made to different sections of their helpdesk.
Freshdesk’s Audit Log helps admins retrieve logs of the changes made by other admins in the account. Information such as creation, updation, and deletion of ticket fields, automation rules, and standard security events across the product are logged.
When you’re managing a large support team, you need to constantly monitor their performance, measure individual agent productivity, and analyze ticket volume trends.
With our custom dashboards,
You can choose and show KPIs that matter the most to you and your team. The insights provide a clearer picture of the team and agent’s performance, in a single glance.
You can establish thresholds for crucial metrics. You will be alerted when these thresholds are crossed, helping you take quick actions to fix any bottlenecks in your support process.
Monitoring, managing, and measuring your support team’s performance shouldn’t require a data platform and engineering time. Track KPIs, draw insights and make informed decisions to improve your support with Freshdesk's Analytics.
Track using curated reports that cover essential metrics tracked by global support teams or build your own custom reports.
Define and track the metrics that matter the most to your organization without any hassle.
Customize Freshdesk by bringing in data from external systems. Enhance functionality by connecting apps from our marketplace.
Exchange data between Freshdesk and all your favorite tools to ensure agents have all the information to solve a customer issue. With Freshworks’ Marketplace, get access to 650+ apps to get contextual information and automate repetitive tasks.
Take advantage of Freshdesk’s open API Platform and build your own apps to streamline your workflow. Host scripts leveraging our serverless app capabilities and listen to backend events taking place within Freshdesk and other internal tools to ensure a seamless flow of information between both the tools.
Build full page apps that are similar to embedding a product inside your Freshdesk account. Bring frequently used information from other tools right inside Freshdesk, saving your agents the hassle of switching between multiple apps.
Support admins can easily configure agent load for emails, calls, and chats under one-roof and auto-assign tickets based on agents' existing ticket-load. This gives freedom to agents to resolve customer requests across channels based on their availability and bandwidth. With a faster response time across channels, you will be able to deliver a seamless omnichannel experience.
Engage in meaningful conversations. Bots can pick up the mundane work.
Freddy, our AI platform has capabilities that let you focus on the complex tasks that require human intervention and picks up all the rest. Answer bots powered by Freddy can provide customers with solutions faster and in case of complex queries, can hand off to a human agent seamlessly. Be it checking a ticket's status, booking appointments, purchasing a product, or even renting a car, bots powered by Freddy can do it all and more.
Following the tenets of security by design, security is at the heart of how we build our products, secure your data and provide high resiliency. We have top-down governance and security in our DNA that lets us constantly wade through our threat vectors and calibrate to strengthen our security posture. That way, we align with the changing business and technology landscape.
“We were looking for a solution that solves for the right customer experience at scale. With Freshdesk's intuitive Helpdesk system and the AI-powered Freddy bot platform, with Freshdesk's agility and Freddy's ability to deliver context across functions, PhonePe had found a winner.”
“The multiple channel support assists the agents to get back to their customers across all departments with timely responses, which was not feasible previously. Service level agreements (SLAs) deployed using Freshdesk eased their work and increased productivity. They were 95% successful in scaling up their customer support ladder by responding to tickets faster with the aid of these SLAs.”
“Thanks to Freshdesk’s trinity of automations, the Pearson team has been able to make sure that every support ticket got categorized, prioritized and assigned to the right support agent or author automatically; despite dealing with hundreds of publications and authors.”
“One of my favorite things about using Freshdesk is that we now have a couple of custom apps that integrate with our ordering system. So from within the Freshdesk ticket, agents can see most recent order, the status of that order and then have a quick link to get into the actual ordering system if they need to make a change to the order. I've hit refresh with Freshworks.”
“Since going live with Freshdesk, workflows are much more streamlined and efficient. By reducing manual efforts for agents, SLA adherence has improved. With admins spending less time on manual reporting tasks, this has freed up time for management to think strategically about their customer service, which is starting to impact positively on customer satisfaction levels.”