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.
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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.
Email & Social Ticketing
Ticket Dispatch
Knowledge Base
Ticket Trend Report
Datacenter Location
Automations
Collision Detection
Helpdesk Report
Time Tracking
CSAT Surveys
Performance Reports
Multilingual Knowledge Base
Custom Apps
Round-robin Routing
Custom Roles
Portal Rebrand
Custom Reports and Dashboards
Customer Segments
Versioning in Knowledge Base
Multiple Products
Dynamic Ticket Forms
Up to 5,000 Collaborators
Skill-based Routing
Sandbox
Audit Log
Knowledge Base Approval Workflow
Agent Shifts
IP Range Restriction
Email Bot
Up to 5,000 Bots
Sessions Monthly
HIPAA Compliance
Assist Bot/Robo Assist
Auto-triage
Article Suggester
Canned Responses Suggester
System Requirements
We recommend users to check with their system administrators to ensure the following system and browsers are met:
- Windows 7.0 or Higher
- OSX Mavericks or Higher
For the operating system to run smoothly, we recommend you refer to Microsoft or Apple websites on their minimum hardware requirements.
- Chrome/Firefox/Safari/Edge: Latest 2 versions
- Internet Explorer: 11
Depending on the browser of your choice, you will then have to configure the following browser features:
- JavaScript must be enabled
- Cookies must be enabled
- LocalStorage must be enabled
- HTTPS – TLS v1.2 or Higher
Freshdesk apps are available on both the App Store and Google Play. We recommend as a minimum requirement you use the following versions or higher versions of the mobile operating system:
- iOS: 10.0 or higher
- Android: 5.0 (Lollipop) or higher
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