Team Inbox
Freshdesk’s shared inbox enables your team to collaborate and resolve issues without getting in each other’s way. Every request sent to your support email becomes a ticket in your helpdesk. You can easily categorize and prioritize tickets and assign them to the right people in your team.
And you don't have to worry about multiple agents responding to the same ticket anymore because everyone on your team can see who is working on what ticket and its status. It is so easy to set up and use that you’ll be able to start resolving tickets in minutes.
Ensure tickets get resolved with the shared team inbox
Service Level Agreements
Set, manage, and meet customer expectations by setting up service level agreements (SLAs) for support. With Freshdesk, you can define ticket priorities and requirements for resolution times so your agents know exactly which issues to address first and how quickly the customer expects a response. Every ticket in Freshdesk follows your SLA policy and the ‘due by’ time is driven by their priority. And when a ticket becomes overdue, your helpdesk will make sure that the agent is notified of it.
You can also define your own business hours so that your customers know when to expect support, and your SLAs know when you're off. So, no matter how crowded your support inbox is, critical customer requests won’t get lost.
Meet or exceed customer expectations every time with SLAs
Mobile Apps
Carry your support desk with you wherever you go, with the free Freshdesk iPhone and Android apps. Reply to tickets, add notes and perform bulk actions on tickets even as you're taking a walk down the street or waiting for your order to arrive at a restaurant. All that and more, completely free.
Freshdesk also has a mobile-ready web-based version that can be used to access your helpdesk from the browser on any device.
Learn more about supporting customers on the go
Getting things done faster
Canned Responses
Stop wasting time writing the same replies again and again. Ensure quick consistent responses to common questions by creating pre-formatted replies.
Suggested Solutions
Freshdesk automatically provides you with smart suggestions of possible solutions right next to the ticket, based on keywords in the ticket's description.
Bulk Actions
Need to assign multiple tickets to the same agent? With bulk actions, things like categorizing, assigning or deleting a hundred tickets just take a few clicks.
Keyboard Shortcuts
Freshdesk has a long list of useful keyboard shortcuts to help you navigate through your helpdesk, perform quick actions, and expedite dozens of common tasks.
Merge Tickets
Ever have a customer report the same issue multiple times via different channels, causing confusion? No problem. Merge all of the related tickets together, and resolve it in one go.
Scenario Automations
Scenario automations let you perform a series of tasks on a ticket. Mark a ticket as high priority, set its status as pending and assign it to the dev team with just a single click.
Freshdesk is simple to set-up. I particularly like the email messaging and the self service portal, both from the helpdesk and the customer’s side. I have looked at other similar products and in my view Freshdesk was the best value for money!
Alec Farquharson, Product Manager
Aviolinx Communications and Services
Source: http://docphy.com/technology/computers/software/make-sure-every-issue-gets-resolved-powerful-ticketing.html
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