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Ticket management
Email ticketing
Reusable replies with canned responses
Dynamic placeholders
Automatic email notifications
Custom ticket views
Tags for tickets, solutions and contacts
Merge tickets
Split tickets
Public and private notes in tickets
Add watchers to a ticket
Traffic cop
Time tracking
Ticket templates
Customer satisfaction surveys
Agent collision detection
Assume identity of other agents
Outbound email
Ticket export
Helpdesk automation
Automatic ticket assignment using Dispatch'r
Time-triggered automations using Supervisor
Event-triggered workflow automations with the Observer
Multi-task workflows with one-touch Scenario automations
Round robin ticket assignment
Load balanced ticket assignment
SLA management
Business rules management through SLAs
SLA reminders
Escalation email for SLA violation
Multiple SLA policies
Product, group and company level SLAs
Multi-Channel support
Multiple incoming and outgoing mailboxes
Standard Phone Channel
Advanced Phone Channel
Basic Twitter channel
Advanced Twitter channel
Standard Facebook channel
Advanced Facebook channel
Facebook in-sync app
Live chat channel
Embeddable help widget
TICKET FORMS
Customizable ticket forms
Dependent fields in ticket forms
Dynamic ticket forms
Knowledge Base
Private Knowledge Base
Email to Knowledge Base
Auto suggest solutions
COMMUNITY FORUMS
GLOBAL SUPPORT
Multilingual knowledge base
Dynamic email notifications
Multiple time zones
Multiple business hours
CUSTOMER MANAGEMENT
Custom contact and company fields
Merging contacts
Link multiple companies to a single contact
MULTI-PRODUCT
Product level knowledge-base and community forums
INTEGRATED GAME MECHANICS
REPORTING
Agent and group performance
Helpdesk in-depth report
Ticket drill down in reports
Performance distribution
Ticket volume trend
Top customer analysis
Export reports
Save reports
Schedule reports
Role based dashboards
CUSTOMIZATIONS
Custom domain mapping
Public customer portal customization
Full CSS customization
Complete layout customization
Customizable agent roles
Access to FreshThemes gallery
Security
Single Sign On
Single Sign On with SAML
Advanced password policy for agents and customers
Custom SSL certificates (default free)
Helpdesk Restriction
IP Whitelisting
Custom Email Servers
Data center location
Apps
Access to app gallery
Email marketing and CRM apps
Survey & feeedback apps
Time tracking and invoicing tools
Cloud telephony integration app
Custom apps
Mobile customer support
Freshdesk for iOS
Freshdesk for Android
Mobile optimized HTML5 app
OCCASIONAL AGENTS
SUPPORT
24x7 Email support
24x5 Phone support

 
 
 
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