Assign tickets to the right agent or group as they come in. Prioritize and tag tickets based on the channel or customer that they’re from.
Run periodic checks on tickets which are overdue or pending response. Set up reminders and escalations so that your team can resolve tickets faster.
Trigger actions and create separate workflows following important events in your helpdesk. Send alerts and change priorities in real time so that your agents can focus on quick responses.
Set up workflows that perform multiple actions on a ticket with a single click. For example, modify ticket properties, assign tags and send emails at once.
Avoid answering the same questions over and over again with Freshdesk’s Canned Responses. Insert predefined answers with just one click.
Get notifications for important events right inside your helpdesk. Set up desktop notifications so that you are alerted even if you’re working in another tab.