Freshdesk

Team inbox

• Track and manage incoming support tickets from multiple channels with one inbox.

SLA management

• Set deadlines for ticket response and resolution based on different business hours or categories.

'Thank You' detector

• Prevent reopening of tickets when customers respond with a thank you.

Scenario automation

• Perform multiple actions on a ticket with a single click by automating repeated actions.

Agent collision detection

• Ensure that multiple agents don’t wind up working on the same ticket by accident.

Ticket field suggester

• Automatically suggest ticket fields to categorize, prioritize and route incoming tickets.

Custom ticket status

• Create custom statuses that suit your workflow to identify what stage a ticket is in.

Canned responses

• Provide quick, consistent responses to common questions by creating pre-formatted replies.

Team huddle

• Discuss specific parts of tickets with experts from across your company to figure out the best solutions.

Linked tickets

• Link related tickets together to keep track of widespread issues and deliver consistent responses.

Shared ownership

• Share ownership of tickets with other teams without losing visibility into progress being made on the issue.

Parent-child ticketing

• Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.

Email

• Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.

Chat

• Engage, support, and retain customers through live chat.

Website

• Let customers raise tickets from your website and display related knowledge base articles as they type.

Phone

• Set up a fully functional call center and record and track calls by converting them into tickets.

Social media

• Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.

WhatsApp

• Engage your customers instantly through WhatsApp and resolve their queries faster.

Service tasks

• Create service tasks for tickets that need a field team response and track its status to completion.

Scheduling dashboard

• Drag and drop appointments, assign tasks and get a bird's eye view of your field team workload.

Customer signature

• Obtain signatures via the Freshdesk mobile app with a single swipe and attach it to the service task.

Service groups

• Create field technician groups based on location, priority and other factors to reduce waiting time and boost first-time fix rates.

Mobile field service

• Enable field technicians to pick up service tasks, update information and resolve issues on the go.

Time tracking

• Automatically track time spent working in the field with the mobile app and log your billable hours.

Ticket dispatch

• Automatically assign tickets to agents and groups based on keywords, requester or properties.

Time-triggered automation

• Execute maintenance activities on tickets based on the time lapsed since an event happened.

Automatic email notification

• Notify customers and agents automatically about the changes happening in their ticket.

Intelligent ticket assignment

• Assign tickets to agents based on their current workload, skill or using the round robin method.

Event-triggered automation

• Implement one or more actions on specific tickets as soon as an event happens.

Omniroute

• Auto-assigns emails, chats and calls to your agents based on their available bandwidth to support customers faster.

Chatbot powered by Freddy AI

• Deliver instant and precise answers to your customer's questions for faster resolutions.

Automatically suggest solutions

• Allow relevant solutions to pop up for customers and save time for your agents and customers.

Feedback mechanism

• Writers will be notified automatically about feedback on their articles so they can implement them.

Email to Kbase

• Let agents convert their ticket replies into knowledge base articles, as they reply.

Solution article analytics

• Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped.

Link forum topic to ticket

• Convert critical issues raised in the community into tickets so they get the required attention.

Curated reports

• Understand how different agents and groups are performing based on various helpdesk metrics.

Dashboards

• Monitor your helpdesk using real-time data about tickets, trends and groups.

Schedule reports

• Schedule default and custom reports so that you can receive them in your inbox periodically.

Customer satisfaction ratings

• Gauge how customers feel about your support using customer satisfaction reports.

Custom reports

• Build reports from scratch and customize them to suit your requirements.

Widget customization

• Customize the widgets in your reports to exhibit the look and feel of your brand.

Portal customization

• Customize the look and layout of your support portal with full CSS customization and ready-made themes.

Custom ticket forms

• Collect information important to your business by adding and modifying the ticket form fields.

Custom apps

• Build and integrate custom apps to carry out workflows that are unique to your business.

Customize agent roles

• Give differential permissions for access and actions according to the roles and responsibilities of agents.

Custom URL

• Use your own vanity URL for your support portal and provide a seamless customer experience.

Customer segments

• Provide personalised support for different customers by classifying them based on their support needs.

Custom SSL certificates

• Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.

Identity & access management

• Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.

IP and network restrictions

• Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to log in from anywhere by linking IP whitelisting to a VPN (virtual private network).