Freshdesk’s shared inbox enables your team to collaborate and resolve issues without getting in each other’s way. Every request sent to your support email becomes a ticket in your helpdesk. You can easily categorize and prioritize tickets and assign them to the right people in your team.
And you don't have to worry about multiple agents responding to the same ticket anymore because everyone on your team can see who is working on what ticket and its status. It is so easy to set up and use that you’ll be able to start resolving tickets in minutes.
Set, manage, and meet customer expectations by setting up service level agreements (SLAs) for support. With Freshdesk, you can define ticket priorities and requirements for resolution times so your agents know exactly which issues to address first and how quickly the customer expects a response. Every ticket in Freshdesk follows your SLA policy and the ‘due by’ time is driven by their priority. And when a ticket becomes overdue, your helpdesk will make sure that the agent is notified of it.
You can also define your own business hours so that your customers know when to expect support, and your SLAs know when you're off. So, no matter how crowded your support inbox is, critical customer requests won’t get lost.
Stop wasting time writing the same replies again and again. Ensure quick consistent responses to common questions by creating pre-formatted replies.
Freshdesk automatically provides you with smart suggestions of possible solutions right next to the ticket, based on keywords in the ticket's description.
Need to assign multiple tickets to the same agent? With bulk actions, things like categorizing, assigning or deleting a hundred tickets just take a few clicks.
Freshdesk has a long list of useful keyboard shortcuts to help you navigate through your helpdesk, perform quick actions, and expedite dozens of common tasks.
Ever have a customer report the same issue multiple times via different channels, causing confusion? No problem. Merge all of the related tickets together, and resolve it in one go.
Scenario automations let you perform a series of tasks on a ticket. Mark a ticket as high priority, set its status as pending and assign it to the dev team with just a single click.