Assign and prioritize tickets effortlessly

Create workflows based on keywords and ticket properties to automatically assign and escalate tickets to the right agents or groups based on impact and urgency.

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.

Respond faster to critical events

Define trigger-based automations for events that require immediate reactions and for tasks like sending out alerts or modifying priorities in real time.

Simplify manual effort

Canned responses

Ensure quick, consistent responses to common questions by creating and using pre-formatted responses.

Scenarios

Execute multiple actions and trigger series of tasks with a single click using scenarios.

Ticket templates

Have ticket information like subject, description and ticket properties filled automatically to create tickets and send emails faster.