Freshworks today has 6 products and offers a full featured suite of products to organizations of all sizes.

Cloud based call-center software

Customer supportsoftware

IT service desksoftware

Applicant trackingsystem

Customer messagingsoftware

Freshworks Ecosystem

CRM for high velocitysales teams

100,000+ Customers

Accolades

Investors

Omnichannel Helpdesk

Live chat Phone

Email

Twitter

Facebook

Mobile

Web App

Knowledge base

Freshdesk

Typical Role of an agent(Support Rep)

With Freshdesk

Unresolved Tickets Summary

Today’s trends

● Current received tickets count ascompared to the previous day's, forevery hour

● Top helpdesk metrics for the day

Dashboard

• Set custom ticket views using Filters

• Assign ticket to Group/Agent

• Bulk Assign/ Bulk Update tickets

• Merge multiple tickets from same contact on same issue into one ticket

Ticket View

Add Private Notes

Team Huddle

Forward

• To communicate with someone(third-party) outside ofFreshdesk, who can add inputs to resolve tickets

• Only visible to agents logged in to your support portal

• To get inputs from other agents

• To share progress internally

• To log updates for future reference

• Collaborate with internal teams, resolve issues quickly

• Better co-ordination among teams

• Get notified if someone asks for help

Collaboration

Shared Ownership

Get improved agent visibility over tickets

that require assistance from specialized

teams with the ability to share tickets

between agents

Linked Tickets

Helps agents group similar tickets

together and link it to one master ticket

that is assigned to the problem solving

agent. This way, agents can

communicate and get updates easily.

Parent-Child Ticketing

Break down larger requests into multiple

parts and improve productivity by having

different people work on it in parallel.

Collaboration

• You can choose whether you want each SLA rule to be

calculated over calendar hours or your business hours

• Your SLA Policies will be used in Freshdesk to determine

the “Due By” time for each ticket

A service level agreement (SLA) policy lets you set standards of performance for your support team.

• SLA Reminders

• SLA Violation Notifications- Escalation emails

SLA

Dispatchr

Round-RobinAssign tickets to agents in a circular fashion

Load-basedSet a limit on the number of tickets that are assigned to each

agent

Skill based

Assign tickets to agents based on their expertise

Automatic Ticket Assignment

Automate the process of assigning tickets to the agents in your group

Automate the process of categorization, prioritization & routing of tickets

Automations

• Agent Notifications

• Requester Notifications

• CC Notifications

• Reply Templates

Send out automatic email notifications to agents and the requester when specific events occur:

Used to directly measure helpdesk efficiency and customer satisfaction with every support ticket

Email Notifications

CSAT

Reports

Apps allow you to integrate with other applications to make your Freshdesk experience more awesomeThey also enable you to customize and personalize your Freshdesk portal

apps.freshdesk.comRef:

Marketplace

Thank You

Please write to support@freshdesk.com for any queries