Sales and Marketing
IT Service Management
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
By Use Case
Freshworks is the only “visionary” on the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center.
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Prioritize, categorize and assign tickets so you never lose track of them.
Track and manage incoming support tickets from multiple channels with one inbox.
Ensure that multiple agents don’t wind up working on the same ticket by accident.
Set deadlines for ticket response and resolution based on different business hours or categories.
Automatically suggest ticket fields to categorize, prioritize and route incoming tickets
Prevent reopening of tickets when customers respond with a thank you
Create custom statuses that suit your workflow to identify what stage a ticket is in.
Perform multiple actions on a ticket with a single click by automating repeated actions.
Provide quick, consistent responses to common questions by creating pre-formatted replies.
Work together as a team to quickly and efficiently solve customer problems.
Discuss specific parts of tickets with experts from across your company to figure out the best solutions.
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Link related tickets together to keep track of widespread issues and deliver consistent responses.
Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.
Unify and manage all support-related communications from multiple channels on a single platform.
Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.
Set up a fully functional call center and record and track calls by converting them into tickets.
Engage, support, and retain customers through live chat.
Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.
Let customers raise tickets from your website and display related knowledge base articles as they type.
Engage your customers instantly through WhatsApp and resolve their queries faster.
Manage your end-to-end field service operations from right within Freshdesk
Create service tasks for tickets that need a field team response and track its status to completion.
Create field technician groups based on location, priority and other factors to reduce waiting time and boost first-time fix rates
Drag and drop appointments, assign tasks and get a bird's eye view of your field team workload.
Enable field technicians to pick up service tasks, update information and resolve issues on the go
Obtain signatures via the Freshdesk mobile app with a single swipe and attach it to the service task.
Automatically track time spent working in the field with the mobile app and log your billable hours.
Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.
Automatically assign tickets to agents and groups based on keywords, requester or properties.
Assign tickets to agents based on their current workload, skill or using the round robin method.
Execute maintenance activities on tickets based on the time lapsed since an event happened.
Implement one or more actions on specific tickets as soon as an event happens.
Notify customers and agents automatically about the changes happening in their ticket.
Auto-assigns emails, chats and calls to your agents based on their available bandwidth to support customers faster
Create a self service experience for customers with a knowledge base and forums.
Deliver instant and precise answers to your customer's questions for faster resolutions.
Show helpful solutions based on where your customers are — on your website, mobile app, or even chat!
Allow relevant solutions to pop up for customers and save time for your agents and customers.
Let agents convert their ticket replies into knowledge base articles, as they reply.
Writers will be notified automatically about feedback on their articles so they can implement them.
Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped.
Setup moderation workflows to ensure posts violating your guidelines don't go live immediately.
Convert critical issues raised in the community into tickets so they get the required attention.
Identify problems, plan based on metrics and improve helpdesk performance.
Understand how different agents and groups are performing based on various helpdesk metrics.
Gauge how customers feel about your support using customer satisfaction reports.
Monitor your helpdesk using real-time data about tickets, trends and groups.
Build reports from scratch and customize them to suit your requirements.
Schedule default and custom reports so that you can receive them in your inbox periodically.
Customize the widgets in your reports to exhibit the look and feel of your brand.
Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours.
Customize the look and layout of your support portal with full CSS customization and ready-made themes.
Give differential permissions for access and actions according to the roles and responsibilities of agents.
Collect information important to your business by adding and modifying the ticket form fields.
Use your own vanity URL for your support portal and provide a seamless customer experience.
Build and integrate custom apps to carry out workflows that are unique to your business.
Provide personalised support for different customers by classifying them based on their support needs.
Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform.
Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.
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).
Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.
Give proactive support a spin today, and reinvent how your team does customer support!
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