Customer Relationship Management Made Easy with Freshdesk Forest

Freshdesk allows you to automate your customer support from dispatching tickets to resolution, and makes sure everything is categorized, assigned, and prioritized correctly. This is a better and more organized option than handling customer queries and support requests through email. Freshdesk Ticketing System is powered by Artificial Intelligence which delivers instant and precise answers to your customers questions for faster resolution. It also enables relevant solutions to pop up for customers and save time for your agents.

Win Customers For Life with

The Best Help Desk System Features

Email & Social Ticketing

Convert all email and social media queries from your customers into tickets and track, prioritize, and reply to them using Freshdesk.

Ticket Dispatch

Categorize, prioritize, and route tickets to the right teams by creating your own business rules.

Knowledge Base

Enable customers to help themselves by leveraging the power of Freshdesk Forest’s advanced knowledge base.

Ticket Trend Report

Analyze the trend of tickets your team receives and resolves in a day and stay on top of your backlog tickets by allocating resources at the right time.

Datacenter Location

Choose the location of the data center in where you want your data to be securely hosted.

Collision Detection

Know when another agent is viewing/replying to a ticket and avoid duplicating each other’s effort.

Automation

Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice.

Marketplace Apps

Get access to hundreds of apps and extend the capabilities of your helpdesk, with the Freshworks Marketplace.

Business Hours

Define your business hours upfront and make sure that your SLAs don’t get violated when your agents aren’t at work.

SLA Management

Set the right expectations with customers and agents on the response and resolution timeframes for every ticket In your helpdesk.

Helpdesk Report

Get an overview of your Freshdesk account and all the important metrics associated with your helpdesk’s performance.

Multilingual Knowledge Base

Create knowledge base articles in multiple languages in a single portal to support your global customer base.

CSAT Surveys

Measure the quality of your customer service by sending out well-crafted customer satisfaction surveys.

Performance Reports

Get a summary of how your agents and groups have performed with respect to various support parameters in a specified time period.

Time Tracking

Invoice customers by keeping track of the time your team spends on customer support.

Custom Apps

Create and install custom apps to extend the capabilities of your Freshdesk.

Round-robin Routing

Randomly assign tickets to all the available agents in a group in a circular fashion.

Custom Roles

Restrict and provide fine-grained levels of access to agents In your Freshdesk.

Multiple Products

Manage support for up to 5 products from one Freshdesk account by setting up separate support portals for each of them.

Custom Reports and Dashboards

Create powerful reports and dashboards unique to your business and draw deeper insights from your Freshdesk data.

Customer Segments

Categorize your customers based on their profiles to provide personalized support.

Versioning in Knowledge Base

Edit, restore, and manage versions of your knowledge base articles with ease.

Portal Rebrand

Change the entire look, feel, and functionality of your customer portal to suit your brand.

Dynamic Ticket Forms

Set up dynamic sections to improve the structure of your ticket form to cater to all your use-cases.

Sandbox

Create a secure test environment to try new features and settings in Freshdesk without affecting agents or customers.

Skill-based Routing

Match tickets to the agent most proficient in handling specific types of issues within the group.

Audit Log

Monitor helpdesk changes easily and always stay updated on what’s happening in your help desk.

Knowledge Base Approval Workflow

Track, review, approve and publish knowledge base articles.

Agent Shifts BETA

Increase help desk security by allowing certain IP addresses to access your portal.

IP Whitelisting

Guide agents through pre-configured steps to help resolve customer queries faster.

Email Bot FREDDY

Automatically responds to tickets with solution articles.

Auto-triage FREDDY

Automatically predicts basic ticket fields like the Type, Priority and Group.

Article Suggester FREDDY

Let Freddy suggest solution articles to your agents to help them respond to email tickets.

HIPAA Compliance

Protect your customer’s sensitive healthcare data from cyber attacks.

See How You Can Deliver Moments of Wow to Your Customers with Freshdesk

Freshdesk is a help desk and ticketing software that enables your organization to proactively respond to customer queries and resolve support issues immediately. It streamlines repetitive tasks with automated features and it enables companies to offer self-service functionality for their customers. Freshdesk also allows your support teams to organize and prioritize tickets rather than use an email system to track them. Know more about this smart ticketing management solution through this video.

Pricing and Features

Supercharge your customer support and service with the help of a flexible tool that empowers you to cater to your customers’ needs quickly. With Freshdesk, you can keep your inquiries organized and you can win your customers for life.

Features

Freshdesk combines best-in-class ticketing, self-service, and reporting. See more of what it can do.