Scan every incoming ticket

Make sure every incoming ticket gets automatically categorized, prioritized and even assigned to the right agent or group based on factors that you define. The tickets can be prioritized by the type of customer - where they’re writing from, what language they’re using, or even based on what the subject says. This way you can make sure the most important tickets are answered first

Manage the workload automatically

Automate the assignment of tickets to agents in a group using smart techniques to make sure that the workload is distributed optimally. Consequently, every agent will have a balanced queue, and in addition, Freshdesk can automatically adjust the number when someone is taking a break. You can also set up assignment rules based on the expertise of your agents.

React faster to critical events

Set up rules to alert the right people on your team, whenever there is urgent activity on your helpdesk that requires an immediate response. You can also automatically trigger a chain of actions as an initial response. For example, you can alert a manager if a customer sends in a bad satisfaction rating so that they can follow up immediately.

Respond quicker with automations

Execute multiple actions at once

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.

Use predefined answers

Avoid answering the same questions over and over again with Freshdesk’s Canned Responses. Insert predefined answers with just one click.

Stay informed with notifications

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.