Freshdesk

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Freshdesk is a cloud-based helpdesk and ticket management platform.

Features
  • Keep track of conversations – Prioritize, categorize and assign tickets. Set deadline for ticket response and resolution. Create custom statuses that suit your workflow to identify what stage a ticket is in.
  • Resolve issues together – Share ownership of tickets with other teams without losing visibility into progress being made on the issue. Link related tickets together and deliver consistent responses. Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.
  • Support across channels – Unify and manage all support-related communications from multiple channels i.e. Email, Phone, Chat, Social Media and Website.
  • Drive Qualified Leads – Deliver targeted messaging, up- or cross-selling the latest product or solution to existing customers. These clicks are all tracked and can be viewed in our reporting system, or pushed into your CRM as new leads.
  • Increase your team’s productivity – Automatically assign tickets to agents based on keywords, requester, current workload, skill, or round robin method. Notify customers and agents automatically about the changes happening in their ticket.
  • Help customers help themselves – Allow relevant solutions to pop up for customers. Agents can convert their ticket replies into knowledge base articles, as they reply.
  • Measure and improve efficiency – Understand how agents are performing based on metrics. Gauge how customers feel about your support using customer satisfaction reports. Monitor your helpdesk using real-time data about tickets, trends and groups.