Freddy AI for CX
AI-powered CX automation suite to deliver effortless customer experiences.
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FEATURE
Monitor helpdesk productivity, customer experience, and agent workload straight out of the box, all by yourself with minimal effort.
Temporarily remove ticket fields without deleting them from your Freshdesk account and restore them later.
Identify gaps faster by narrowing down on red flags up to three levels.
Agents can see the last five articles a customer viewed before they submitted a ticket.
Customers can preview images in a larger area and open solution articles in the portal from the help widget.
Customize widgets the way you want and add more context with text.
Create widgets specific to your use case without having to tweak the existing templates.
Show specific solution articles on the help widget based on the web page (URL) that your customers are on.
Ensure that customers get a quick response, every single time.
Disable any field in the help widget's contact form using the disable fields API.
Handle your content review process right within the knowledge base and stay in the loop from end to end.
Restrict the contact form and solution articles to certain customers (for e.g., premium users).
Open a specific solution article in the widget when your customers click on a link that you specify.
Create multiple versions of an article, track how your content has evolved and restore the best version at any time.
You can now send documents, images, and gifs as attachments in your social media replies.
Start connecting and collecting feedback from customers across the globe in a language they speak.
The new search enhancements lets users locate solutions, tickets, contacts, and forums in a more efficient way.
Agents can now format the content in the text editor to the company's default font in a single click.
Deliver precise answers to your customers' questions, trigger conversational bot flows, and engage in small talk.
Make it easy for your customers to attach screenshots when they submit questions via the help widget
Perform bulk actions, filter articles and manage content for multiple products and languages more efficiently.
Set up your email inboxes in no time, with the redesigned email setup page.
You can pin the iOS widget to your Today view and keep track of the count of your actionable tickets.
Plan your field technicians' schedules, pass on customer information to them and live-track progress as they solve problems on-site.
Hide ticket fields in the help widget's contact form using the hide ticket fields API.
Save both time and effort by automating mundane and repetitive tasks in your helpdesk.
Balance agent workload from across multiple channels all in one place.
Admins can setup translations for ticket fields based on the various languages configured in the helpdesk.
Monitor your team’s performance along with the metrics most relevant to you.
Create service tasks for field technicians to track and solve problems in person. Deliver solutions in the field, wherever your customers are.
Convert your one-on-one conversations including images or GIFs on WhatsApp into tickets and handle them from your Freshdesk with ease.
Clicked on ‘Send’ even before the email was ready? Use the ‘Undo Send’ button to stop accidental replies!
Sort the order in which you'd like to see conversations within your ticket details page.
Embed help content and allow customers to submit questions right within your website.
Customize and use these readily accessible form templates to resolve major service requests faster.
Provide personalized support in your helpdesk by classifying users based on their support needs.
Access the full power of a helpdesk from anywhere you go with Freshdesk Mobile apps.
Integrate Freshdesk with Shopify, and reach out to customers proactively when they abandon carts.
Sandbox creates a secure test environment for helpdesk admins to try new features and settings in Freshdesk…
Monitor changes easily and stay informed about the actions occurring in your support desk with Audit Log.
Watch a video playback of your customers’ activity on your portal to understand their problems better.
Get complete context, issue refunds and cancel orders right from inside Freshdesk.
Customize your Freshdesk agent portal to reflect your company’s branding.
Monitor your teams easily and take data-driven decisions to hit your support targets with customizable Team…
Customers can now connect their Freshchat account with Freshdesk and answer chats from right within their…
Receive instant notifications on Teams whenever there’s an update on the tickets assigned to you in Freshdesk.
We now support Polish, Spanish, Finnish and Norwegian in the Freshdesk Mint Experience.
Agents can easily share files from their Google Drive accounts while responding to customers.
Access your Dropbox files right from a ticket and share it with your customers.
An AI entity that automatically finds tweets relevant to your support team and cancels out the noise.
The Summary app adds a section on top of the ticket which teams can use to write down a summary of problems…
With the Hangouts chat integration, you can get notified when customers respond or when tickets are updated…
Add reminders for the to-do’s that you’ve set in Freshdesk. When your customers ask you to call them or reach out…
With read receipts, you’ll know if the intended recipient has read your message
With quick actions, you can type /c or /s to quickly search for a canned response or a solution article when you’re…
We've increased attachment limits in Email, Solutions, and Forums for Freshdesk to 20 MB per conversation for…
When you insert an image or upload an attachment, you’ll have the option of annotating the image with text to…
The next time you have a customer raising a ticket from your portal, you’ll see a trail of the last five solutions…
Freshdesk Mint Experience is now available in 11 languages apart from English - French, Dutch, German…
Freshdesk officially supports 280 characters for social support on Twitter.
You can now add any of the custom fields in tickets as columns in the table view.
Introducing a modern, faster and more responsive Freshdesk platform.
Get a quick snapshot of what the actual email will look like before you send it out.
Get your team to help out on tickets by tagging the entire group in a discussion!
Team Huddle now indicates unread messages in a discussion.
A handy dashboard pane for an admin or supervisor to monitor their helpdesk operations and step in when…
Collaborate with team members across the company to resolve customers issues faster!
An admin can now easily ask a specific reporting question without having spend time searching for specific reports.
Our features prior to August are available on this link.
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