Email Ticketing
Each Freshdesk account can have an unlimited number of mailboxes, allowing you to access and manage all of your support emails in one place. Every ticket that comes in to your helpdesk can be prioritized, categorized, and assigned automatically. Agents can collaborate on a particular issue using private notes. They can also prevent multiple agents from replying to the same query, using agent collision detection.
And with service level agreements, you can manage expectations with your customers, so they know when they can expect a response and when their issue will get resolved.
Built-in Phone Channel
Forget upfront costs or hardware installations. Freshdesk lets you set up a dedicated call center on the cloud instantly. Just purchase a phone number of your choice, starting at $1/month, and get everything else including automatic call recording, converting calls to tickets, IVR support, call monitoring, call barging, call conferencing, call masking, agent transfers, and many more.
This also means that you can get to support your local hotline in multiple countries, and make or receive calls from pretty much anywhere in the world. And if your agents need their calls forwarded to their mobile, that works too.
Live Chat
Assist visitors on your website and support portal right when they need help. Freshdesk's integrated live chat solution lets you put a chat box anywhere you want to enable real-time conversations with customers. You can even start engaging with them proactively even before they say a word.
All of your chat conversations get archived automatically and can be converted into new tickets so that you don’t forget to follow up on a customer request.
Feedback Widget
Freshdesk’s integrated feedback widget lets you put your support ticket form in your website, application or anywhere your customers look for help. This way, your customers can raise tickets in your helpdesk easily and the smart suggestions that come with the feedback widget pop up relevant solution articles from your knowledge base solving their problem right away.
Facebook Channel
Start engaging with your customers on Facebook by bringing your knowledge base and forums to your Facebook fans with the Facebook Page tab. This way, your customers don't have to leave their favorite social network to get solutions to their issues and you can also keep track of your wall posts and direct messages, right from your helpdesk. You can even convert the posts on your brand page and your direct messages into tickets, automatically. All subsequent comments and wall posts from the same requester will also get attached to the right ticket automatically as notes.
Twitter Channel
Stop searching Twitter manually, trying to keep up with mentions about your brand. Instead, configure Freshdesk to find all the tweets that are relevant to your business, and convert the right ones automatically into tickets for your team to work on. That way, you can make sure actual support requests go directly to your support team, while you still get to monitor important keywords, competitors, and trends without leaving your helpdesk.
Self Service Portal
Freshdesk helps you create a personalized support experience for your customers by setting up a portal that is in line with your business. Not only can you can completely tailor the look and feel of the portal to make it look like a part of your website, but you can also enable single sign on and provide seamless access to your portal.
Your support portal is readily integrated with your knowledge base and forums, so it's a one-stop destination for your customers to reach out for help, find answers or discuss ideas about your product with the community. It can even be optimized for search engines so that customers can find what they need from anywhere.
We love working with Freshdesk. It helps us keep track of all customers' emails, tweets and Facebook comments. Furthermore, whenever we reach out to them, they are helpful and professional, they listen to our feedback and make sure we are happy.