Affordable and Elegant Omnichannel Helpdesk

• Email Ticketing Convert all email queries into tickets and track, prioritise and reply to them using Freshdesk.
• Ticket Dispatch Automatically assign new incoming tickets to agents and groups based on keywords, ticket requester or ticket properties.
• Team Collaboration Collaborate with team members across the company and even outside the company to resolve customer issues faster.
• Knowledge Base Enable customers to help themselves by leveraging the power of Freshdesk’s advanced knowledge base.
• Ticket Trend Report An analysis of the tickets created, tickets resolved and tickets left unresolved over a specified period of time.
• Social Ticketing Integrate your primary Twitter and Facebook handles with Freshdesk and manage of all your social interactions.

Everything in Sprout and…

• Automations Automatically execute actions on new and existing tickets using time and event based triggers.
• Collision Detection Know when another agent is viewing/replying to a ticket. This helps agents avoid duplicating each other’s effort.
• Marketplace Apps Get access to hundreds of apps and extend the capabilities of your helpdesk, with the Freshdesk Marketplace.
• Helpdesk In-depth Gives you a report of your helpdesk and all the important metrics associated with creating and resolving tickets.
• SLA Management Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk.
• Business Hours Set the working hours of your business and anything outside these hours, including calls, will not be timed by Freshdesk for SLA compliance.

Everything in Blossom and…

• Time Tracking Invoice customers by keeping track of the time your team spends on customer support.
• CSAT Surveys Measure the quality of your customer service by sending out precise and well-crafted customer satisfaction surveys.
• Session Replay Preview recordings of user sessions on your website and spot where your customers are running into problems.
• Performance Reports Gives you a summary of how agents & groups have performed with respect to various support parameters in a specified time period.
• Multilingual Knowledge Base Create knowledge base articles in multiple languages from a single portal to support customers globally.

Everything in Estate and…

• Skill-based Ticket Assignment Match tickets to the agent most proficient in handling specific types of issues within the group.
• Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers.
• IP Whitelisting Increase helpdesk security by controlling who can log into the portal using their IP addresses.
• HIPAA Compliance
• Extendable API rate limit