Freshdesk

Freshdesk is an omnichannel, collaborative, cloud-based customer support solution that enables businesses to communicate effectively with their customers.

Freshdesk helps support departments work together as one entity to fulfill customer wishes and build brand loyalty through excellent support.

Teams can engage and assist customers through live chat, email, phone, social media, website, WhatsApp, etc. They can also create self-service systems for customers. For example, the Help widget enables solutions based on customer location on your website, mobile app, or even chat. You can also automate the prompting of relevant solutions based on the user's activity.

Freshdesk offers support teams a team inbox. You can prioritize, categorize, and assign tickets from this shared inbox to keep the entire team in sync and up-to-date. Automate the process with its Ticket Field Suggestor and direct tickets to the appropriate fields with just a few clicks.

The Team Inbox allows you to track and manage inbound tickets from multiple channels with a single inbox. This lets you keep tabs on how tickets are being handled and satisfy customer requests in real time.

Agent Collision Detection ensures that two or more of your support agents are not working on the same tickets. This reduces churn and increases team productivity.

The Canned Responses feature allows you to create pre-formatted responses to frequently asked questions. With Linked Tickets, you can group related tickets to track issues across multiple systems and provide consistent responses. Scenario Automation automates your routine approach to customer support. These three features allow you to support your customers faster and improve your team's productivity.

Freshdesk's Parent-Child Ticketing feature allows teams to collaborate and quickly check off complex, multi-step tickets. Break down complex tickets into minor "child tickets," using a "family tree" grid to map the entire workflow. You can then assign each child ticket to team members and resolve the problem faster and more efficiently.

Freshdesk also offers FreshConnect, a team chat app integration where you and your teammates can easily chat and collaborate across tickets to resolve customer issues. Each chat is linked to individual tickets. This way, you can have context-based discussions about tickets and keep everyone on the same page.

The tool also has full customization capabilities. For example, you can customize the look and feel of your support portal with extensive CSS customization and out-of-the-box themes.

Key features

• One shared inbox to move as a team
• Time-tracking features
• Workflow and routine task automation
• Team Huddle to discuss specific parts of tickets with experts
• Reports and analytics
• Support across multiple channels