The customer-for-life software suite
By Use Case
Convert all incoming emails into tickets. Prioritize, categorize and assign them to the right people.
Agents should be allowed to focus on constantly improving customer experience. Instead, most of their time is spent unearthing buried issues, prioritizing them, and making sure that no one else is working on the same issue.
Every email, feedback, chat, or call that comes in can be converted into tickets in Freshdesk. There is no more switching between multiple tools. No more missing out on follow ups and delaying replies.
Unlike email, our ticketing system is designed for team collaboration and agent productivity. This means that you can do so much more than just sending replies. Prioritize every ticket based on the keywords. Assign every ticket to a specific agent and group so there is no confusion about who should be working on which ticket. Filter tickets based on specific properties so the most important tickets that agents should work on are front and center.
See who else is viewing or replying to the ticket.
Save replies to common tickets and reuse them.
Get notified within the tool about ticket updates.
Choose which tickets you want to see first.
Merge tickets about the same issues into one.
View every agent and system activity on the ticket.
Set up rules for when every ticket needs to be replied to and solved so agents are clear about the deadline. A service level agreement across your helpdesk ticketing system to communicate the estimated time with the customer and the agent and measure how many agents are able to stick to the time frames.
Redistribute the workload or add more people to the team based on the SLA compliance. You can even set up automatic reminders for agents and escalations to managers whenever the SLA was not met.
Create service tasks for customer tickets that require field visits. Assign to the right field technician or service group based on problem type, location, skills needed and more. Field technicians can access these service tasks via the Freshdesk app for iOS and Android to navigate to customer location and solve problems.
Updates from field technicians are added as notes to service tasks so helpdesk agents can track progress on a ticket to completion.
The complete feature list is an excel sheet containing generic helpdesk features and features specific to each support channel Freshdesk has.
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