Grow with Freshdesk Helpdesk

An awful customer experience leads to the foundation of Freshwork in 2010 with the very first product Freshdesk, intuitive and globally trusted customer support software that allows streamlining, automation, and collaboration in your organization.  Freshdesk is an ultimate solution that offers customer support starting from micro to macro level by tracking all conversations and solving every issue on time.

This blog discusses all the characteristics of this feature-rich software to let you know how it can revamp your existing customer relationship.

Know more about the standard features of customer service software

Track all conversations with multiple tools

• Team inbox: The shared team inbox gives a clear understanding of incoming requests and converts them to helpdesk requests. It also automatically assigns the tickets to the right person depending on the emergence of the same.
• SLA Management: The Freshdesk app allows you to set customer gratification with service level agreement. It helps to know the duration of issue resolving. In addition, you can configure multiple SLA at the same time and with the SLA report, you can have a clear understanding of the whole scenario.
• Agent Collision Detection: The clear division of tickets and issues ensures zero collision among multiple agents.
• Custom Ticket Status:Custom ticket status enables you to know the specific progress of an individual issue.
• Canned Responses: The users can create pre-formatted replies to offer quick answers to the common questions.

Resolve issues with right collaboration

CRM software like Freshdesk is featured with the following collaborative elements that help to solve issues together.

• Freshconnect: You can easily integrate Freshconnect with Freshdesk for team chatting and collaboration across the organization. With this, you can even invite the third-party or business partners to resolve client problems without paying a single penny. The straightforward chatting allows minimum using of multiple apps. In addition, you can assign user permission (only view) to the outsiders.

Shared ownership: You can share ownership by distributing tickets and it helps in solving the issues in a quick manner.

• Linked Tickets: Freshdesk allows you to create multiple tickets for complex issues. The users can also link the tickets for a better understanding and coordination.
• Parent-Child Ticketing: Parent-child ticketing enables Freshdesk users to decrease the solving time of the customer issues. In addition, such ticketing structure gives a clear understanding of the entire scenario.

 Support across multiple channels

Communicating the right message at the right time to the right customers is the ultimate mantra of any marketing strategy, and Freshdesk is perfect in it. It unifies all the communication channels on a single platform and gives a holistic overview of all the current ongoing discussions.

• Email: The Freshdesk intelligent inbox converts the customer issues from emails and makes them tickets automatically. It also brings various email addresses to one helpdesk.
• Phone: Freshdesk offers a business call center inside the helpdesk. You can easily take calls and it converts the voicemails, as well as miscalls, into tickets.
• Social Media: You can monitor Facebook and Twitter conversation to support the customers in the best possible way.
• Chat: Freshchat, the live chat system empowers the users to have real-time and proactive messages on the basis of behavior. You can share words, images, and emojis with customers. It also convertscustomer conversations into tickets automatically.
• Website: Freshdesk makes your website into a support portal by converting the random visitors into your future customers with feedback forms.

 Amplify your Team's Productivity

The Freshdesk app increases the team’s productivity by automating the uninteresting tasks. Thus, it allocates more time for creative tasks and eventually, it increases the team’s productivity.

• Ticket dispatch: Freshdesk assigns tickets to the agents as well as groups on the basis of keywords and requests.
• Intelligent ticket assignment: This CRM software assigns tickets to the executives depending upon their present workload.
• Automatic email notification: The customers, as well as agents, get automatic notifications regarding any action on the tickets.

 Self-help is at best

The Freshdesk helpdesk is animpeccable self-service applicationand featured with a knowledge-base as well as in-built intelligence.

• Automatically suggest solutions: This CRM software suggests solutions to customers without involving any manual resource.
• Email to Kbase: The agents can convert their replies to a knowledge base.
• Feedback mechanism: The blog writers get an automatic notification in Freshdesk CRM.
• Solution article analytics: It helps to inspect the articles metrics such as likes, dislikes, and view.
• Forum moderation: Forum moderation help to restrict post go live if they violate the rules.
• Link forum topic to ticket: In addition, Freshdesk allows linking the critical forum related issues to tickets.

 Evaluate and improve efficiency

Freshdesk supports you to identify problems with intelligent metrics. Thus, it improves the performance of the helpdesk. 

• Helpdesk reports: This CRM application is featured with helpdesk reports that give data- driven decisions to develop the team’s performance.
• Customer satisfaction ratings: Freshdesk allows sending a satisfaction survey to the customer immediately after resolving any issue. They can rate the service by evaluating seven-point CSAT scale, which truly enhances the satisfaction level.
• Dashboards: You can create a dashboard in Freshdesk to monitor the team’s performance. In addition, you can understand the metrics with the graphical representation of the same.
• Answers and Insights: With Freshdesk, you can easily access data, reports as well as custom insights.

Schedule reports: This CRM application empowers the users to schedule reports and they can receive them periodically in the inbox.

Click here to explore Freshdesk alternative: Zendesk

 Freshdesk Automation

The powerful automation process of Freshdesk integrates your helpdesk as well as support process. It automates multiple tasks and assigns tickets to the correct person based on his/her skills or your pre-defined parameters. In addition, it can run your support system like an autopilot day and night. Freshdesk automation sets priorities and follows up tickets by utilizing your time in the best possible manner. This mechanism also uses smart techniques to assure an optimized work distribution by balancing the workload. Freshdesk can adjust the ticket numbers automatically when an employee is taking a break.

It can also coordinate with customers by sending notifications and managing tickets. If you set up custom rules for a critical situation, Freshdesk automation never fails to miss any urgent task. Freshdesk especially offers the following types of automation to the users: 

• Scenario Automation: With Freshdesk, you can automate repetitive and mundane tasks.
• Time-triggered Automation: Freshdesk allows you to carry out actions on any ticket upon meeting a specific time-frame.
• Event-triggered Automation: Users can take actions on tickets when a specific event takes place.

 Complete customization capabilities with Freshdesk API

The Freshdesk helpdesk offers the following customization facilities to the users. 

• Portal customization: Freshdesk empowers you to re-brand your portal by uploading logos and themes. The users can use Java, CSS, and Liquid to do the full customization of the portals. Such portals can give you multi-language and multi-product support to the users.
• Customize agent roles: With user roles and permission, Freshdesk can customize the roles of the agents according to their expertise.
• Custom ticket forms: You can customize the ticket forms by adding and editing the fields.
• Custom URL: The users can use their own URL for the support portal.
• Custom Apps: With Freshdesk helpdesk, you can create your own applications. In addition, you can integrate various third-party applications like SugarCRM, Popdock, Slack, Google, MailChimp, Atlassian’s Jira, and many more.

Click here to explore Freshdesk alternative: Jira Service Desk

Avant-garde data security

Data security is a core concern for any organization, and Freshdesk is pro in it. It has state-of-the-art infrastructure to assure security to the sensitive data against any malicious attack. The enterprise-grade security and regular network auditing protect all products as well as platforms of the customers in Freshdesk.              

• Custom SSL certificates: Freshdesk offers custom Secure Sockets Layer (SSL) certificates that create encrypted link between the browsers and the web servers.
• IP and Network restrictions: This helpdesk application whitelists various IP ranges and restrict outside login access.
• Identity & access management: The Single Sign-On (SSO) offered by the Freshdesk ensures complete security with a single credential for authenticity.

Last Word

Starting from internal ticket management to being a social CRM, Freshdesk is one of the leading helpdesk technologies to adopt today. According to a research of Datanyze Universe, it stands in the second position among 44 other helpdesk technologies. And presently, it is quite a popular helpdesk solution among the competitors.