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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
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
