Ticketing System

Managing your customer support with Freshdesk is so easy. Whether it is categorizing tickets or shooting it to the right support rep, all it takes is just a click. So you can pick up, assign and resolve tickets all day and still stay pepped! Deep customization capabilities in Freshdesk let you give each customer a support experience tailored just for them, in just seconds, with ticket fields and workflows that make sense to you. Making sure every one of your support queries is categorized right, prioritized and assigned to the right person in your team can be a pain. Freshdesk lets you automate everything that should be automated - right from dispatching tickets, to closure.

Ticketing System

Multi-Channel Support

With customers talking to you on phone and email, and sharing their thoughts about you with the world on social media, your support needs to double up and be proactive everywhere . Freshdesk lets you support them through phone, email, your website, and even Twitter and Facebook all from one place. Freshchat, Freshdesk’s live-chat solution, lets you engage your customers in real-time and take care of their problems right there. Instant answers, bonus points, and not to mention, some good karma too for being there. Freshfone, our integrated voice telephony system, lets you take, distribute and keep track of every phone call that comes into support. Just buy a number and you can set things up in no time. And guess what? You get to use it across all our plans for free!

Multi-Channel Support

Self Service Portal

Freshdesk lets you set up your own knowledge base and provide solutions to customers. This helps you aggregate all the answers you have in a single place and is available 24x7. Isn’t it a cool idea to let your customers explore your K-base and support themselves? Your support agents will simply love that extra five minutes this will add to their coffee break! Here are some perks of a Freshdesk powered knowledge base 1. Create rich Knowledge Base articles on the fly Whenever your support team is sending a detailed reply to a customer, if they feel that it can be converted into a KBase article, they can simply BCC the reply to a unique kbase email address. 2. Make your Knowledge Base articles findable by Google Freshdesk gives you an easy way to add meta information to your articles and to optimize them for search engines. So when your customers go searching for you on the internet, they get their answers right away. 3. Know what articles you should be writing 4. Different content for agents and customer

Self Service Portal

Integrated Phone Support

Freshfone integrated phone support in Freshdesk lets you directly talk to your customers over the phone and keep track of conversations. That way, when you get a call from 555-0123 you know Who it is, what They are calling you about and why. You can get a local number and make it even easier for your customers by making it toll-free. You can transfer the call to Jimmy as seamlessly as handing the phone over to him, right from where you are. Some customer conversations, about problems, issues and ideas need to be ticketed and saved so you can come back to them later. Some others, spamming you to buy another credit card are probably better left unsaved. With Freshfone, you have the choice of which conversations you want to ticket, and which ones are spam at the end of every call.

Integrated Phone Support

Integrated Live Chat

Freshchat, Freshdesk’s integrated live-chat solution, lets you make customers happy in real-time, and give them exactly what they need at the point of sale. That’s a whole lot of karma, not to mention dollars, earned right there. All your support threads, all your conversations, whether it’s over chat or through email, all come to the same place. This way, not only are you always on top of your request pile but your support conversations never get messed up, lost or ignored. More than just being there for your users, Freshchat lets you proactively send a chat message to any visitor on your website. In fact, you can find out which page they are on and pop the right question to kickstart the conversation. And if they are stuck somewhere, you can go ahead and make life easier for them. It’s all about being there for your customers even before they realize they need you.

Integrated Live Chat

Multi-Product Support

Offering exceptional support across a product is tough enough. Sustaining that “wow” across multiple products can easily become a nightmare. Freshdesk lets you support multiple mailboxes, and even give your customers a unique support portal for each product that you support, all from one refreshing help desk!

Multi-Product Support

Forums & Idea Voting

You can let your customers ask questions, post tips and even answer other customer’s questions, in your community forums. In fact, you can let your customers in on what’s happening and get their feedback right away. And if you happen to spot some heavy questions that should be dealt with by your agents, get it into your support process with just a click ! In Freshdesk, you can convert any forum post into a support ticket right away.

Forums & Idea Voting

Helpdesk Gamification

Supporting customers all day long can be a bit frustrating at times. With integrated game mechanics in Freshdesk, every support ticket turns into a chance to score points, compete and stay aligned with the things that matter the most to your business - speed, accuracy and satisfaction.

Helpdesk Gamification

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