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By Use Case
SUPPORT AGENT PRODUCTIVITY
Empower your agents to respond quickly, work efficiently and resolve issues on time
Save time by setting up pre-defined answers for common questions. Routine tasks such as changing ticket properties, adding tags and sending status replies can be performed at one go.
Find out how you can automate your helpdesk
Have priority automatically assigned to tickets in the helpdesk based on source, subject or customer as you define, and automate reminders for agents before those SLAs are breached
Chat with teammates on tickets in your helpdesk using Freshconnect to find the best solutions to customer queries without losing context or having scattered conversations across various apps.
Chat with teammates right on the ticket page
Measure agent performance and identify areas for improvement so they can meet performance targets using reports and dashboard.
Generate reports on the metrics you need
Freshdesk detects and displays when agents collide on a ticket, so that agents know not to pick up support requests that are already being worked on.
Use Scenarios to execute multiple actions on tickets with a single click.
See notifications for all relevant helpdesk activity within your helpdesk.
Search your helpdesk and filter out results by agent, group, status or priority.
Set up scoring mechanisms, quests and leaderboards to gamify customer support.
Read updated versions of tickets and receive alerts regarding changes before you send replies.
Save custom ticket views to get a clear picture of which tickets you need to work on.
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