2. TOUR DE’FRESHNESS
Freshdesk lets you give your customers a refreshing support
experience.
Every ticket. Every product. Every time. Take a tour and see what
makes us Fresh...
3. Get tickets from just about anywhere
Freshdesk automatically converts customer emails, Twitter mentions and comments on your Facebook pages into support
tickets.
Your customers can even create tickets themselves via the self-service portal, or have your agents create one over the
phone!
4. Categorize, prioritize and assign with Dispatch'r
Dispatch’r is your smart helpdesk co-ordinator built into Freshdesk. It reads all incoming tickets, categorizes and prioritizes
them correctly, and has them assigned to the right support group or agent automatically.
5. Create custom ticket fields specific to you
With customizable ticket fields, Freshdesk lets you add specialized fields to better organize your tickets. You can even
categorize, sort and filter tickets based on these fields.
6. Copy tickets to someone, or bcc to a dropbox
Need to add a project lead or manager into the loop for a ticket? Or want to shoot out a mail to your CRM or project
management app? Freshdesk lets you add a “cc” or “bcc” to any reply.
7. Get a quick overview with help desk activity
The moment you login, you need to get a quick digest of everything happening in your helpdesk. Interactive activity
streams in Freshdesk let you get a grasp of all the recent activity in your help desk in one consolidated view.
8. Reuse common replies with CannedResponses
Got a bunch of recurring tickets? With Freshdesk, your agents can create and add “canned responses”. You even get to
choose whether these responses are visible to just the agent, only their support group, or your entire help desk.
9. Manage your helpdesk right from email
It can be a pain to access your portal every time you need to assign or update a ticket. Why not play a game of “Simon
Says” instead? Just tell your helpdesk what you want it to do through your email replies. Freshdesk will figure out what
needs to be done, and send only the rest to your customer.
10. Email to Knowledge Base
You know a shared knowledge base across all the agents in your team would be invaluable to your support. But keeping
your knowledge base consistent and updated round-the-clock can be quite a struggle. Freshdesk provides an elegant
solution to this problem with the “Email to KBase” capability. Agents can directly send an email to to a specific address and
have it automatically converted into a knowledge base article.
11. The Solutions
Your forums are where your customers ask questions and discuss problems amongst each other and your agents. Your
knowledge base is the definitive source for accepted solutions and workarounds. In Freshdesk, your knowledge base is
independent of your forums. That way, both your agents and your customers know where to get the last word in their
solutions from.
12. Track time spent and generate time sheets
Knowing how much time is being spent on each ticket gives you a deeper understanding of where the performance
bottlenecks are in your support. With Freshdesk, you can log and generate time sheets and compare billable vs non-billable
time spent. You can even automate time tracking with start/stop timers and invoice customers automatically.
13. Promise and prove customer service levels
Customers demand the service levels that your support promises. With Freshdesk you can setup SLAs that tie what you
promise to what you deliver. Of course, your SLAs become meaningless if they don't take into account business hours and
holidays. With Freshdesk, SLAs work seamlessly, taking into account operating hours and annual holidays.
14. Manage customer contact and companies
Freshdesk lets you manage your individual contacts as well as multiple customer accounts. That means you can map your
high value customer accounts to a specific support group, or create a single point of contact for certain customers. You can
even setup and manage SLA policies specific to a particular account.
15. Get the supervisor to run periodic checks
The supervisor in Freshdesk periodically checks your recent tickets and performs time-based activities. For example you
might want to send a reminder to a customer if a “resolved” ticket has not been closed for over a day. The supervisor saves
you time, effort and SLA violations by sending you reminders, escalating tickets and performing any other time triggered
activity on a ticket.
16. Draw deep insights with advanced reporting
Support and report aren’t the best of buddies. We know. That’s why Freshdesk lets you pull out a variety of reports to
prove how great your helpdesk has been and even figure out how happy you’ve made your customers, in just a matter of
seconds!
17. Let customers help you through FORUMS
Where do your customers, agents and evangelists go to discuss about issues, solutions and ideas about your product? With
Freshdesk you can create internal or public forums where you directly engage with your user community. You can even
provide specialized access rights to let only certain customers view specific parts of your forums.
18. Let your customers share and vote ideas
Your customers have ideas. They are ready to talk about them. But how do you listen to them, and engage your customers
in shaping your business? With Freshdesk you can let your customers suggest and vote on ideas and solutions.
19. Convert pertinent forum questions into tickets
Got a recurring ticket that makes sense to be posted in your forums? Or have an old forum post that answers a ticket?
Freshdesk lets you link forum posts to tickets and vice versa with just one click.
20. Feedback widget
Sporting a strong support structure and a pretty exhaustive list of articles in your forums is great. But how do you put them
right in front of your customers when they need them the most? With Freshdesk, you can create, customize and embed
feedback widgets on your websites, blogs and just about any other online channel. And get more closer to your customers.
21. Support multiple products and mailboxes
If your organization offers multiple products you need your support to have a unified view and still maintain your
customers' distinct brands. Freshdesk allows you to add multiple incoming support email addresses and even automatically
uses the correct 'From' address for replies and notifications for tickets in each brand. You can also create a separate
support group for each product and specify the agents in each group.
22. Multiple language support
As your business grows across geographies, so does your support team. With Freshdesk, each of your agents can speak to
their helpdesk in their own language. Freshdesk currently supports
German, French, Spanish, Italian, Portuegese, Polish, Finnish, Dutch, Brazilian Portugese, Swedish and Czech, in addition to
English.
23. Rebrand your portal to reflect your theme
Your helpdesk portal is the greatest engagement point between your business and customers. Of course, you want your
portal to scream “You” all over. With Freshdesk, you can completely rebrand and customize the look and feel of your
helpdesk with your logo, theme, styles and awesomeness. Too tired to write your CSS and layout from scratch? Get started
with ready-to-go FreshThemes.
24. Rebrand your portal to reflect your theme
Your helpdesk portal is the greatest engagement point between your business and customers. Of course, you want your
portal to scream “You” all over. With Freshdesk, you can completely rebrand and customize the look and feel of your
helpdesk with your logo, theme, styles and awesomeness. Too tired to write your CSS and layout from scratch? Get started
with ready-to-go FreshThemes.
25. Extend Freshdesk with Integrations and the API
If it’s going to be your helpdesk, you need to have the ability to go all in-depth and let your Freshdesk account “talk” to the
other tools you use every day. The Freshdesk REST API allows you to interact with your helpdesk in any way you want.
Freshdesk already has integrations with popular CRM, invoicing, time-tracking and reporting tools.
