Categorize and direct incoming tickets to the right teams using Freshdesk’s business rules. Save time and resources by not having to manually forward tickets when they come in.
Distribute the assignment of tickets equally among agents in a group using round robin ticket assignment. Help agents resolve their tickets faster without having to pick up tickets manually.
Use load balanced ticket assignment to assign tickets to agents automatically based on how much they already have on their plate and make sure none of your agents are overwhelmed.
Assign tickets to the right agents based on the required skillsets and expertise. Skill based ticket assignment lets you route tickets to the agents best equipped to deal with each issue.
Get help from experts across your company to resolve customer issues faster.
Detect and avoid multiple agents duplicating work on the same support ticket.
See agent availability in real-time to optimize for individual workload and performance.