Track and manage incoming support tickets from multiple channels with one universal inbox. Use Agent Collision Detection to ensure that agents don’t wind up working on the same ticket.Manage communications from one support email
Automatically categorize and prioritize tickets so that agents can start resolving customer issues quicker. Assign tickets to agents with matching proficiencies through Skill Based Assignment.Route tickets to right agents automatically
Perform multiple actions on a ticket, such as changing its status or adding a tag, with just a single click by using the Scenario Automation feature in Freshdesk.Find out how to automate common workflows
View previous issues raised by a customer through the Requester widget. Ticket Activity History shows you a snapshot of all ticket-related activities.
Insert pre-formatted reply templates into your support ticket replies. Make them personal with placeholders for dynamic text like the customer’s name.
Search your knowledge base for any existing articles related to the issue, and insert helpful solutions into your ticket replies.