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Freshdesk

This document provides an overview of the Freshworks ecosystem, which includes 6 products that offer a full-featured suite of products for organizations of all sizes, including customer support software, IT service desk software, and CRM for sales teams. It also mentions that Freshworks has over 100,000 customers and lists some of its investors and accolades.

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Christian Joe
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582 views17 pages

Freshdesk

This document provides an overview of the Freshworks ecosystem, which includes 6 products that offer a full-featured suite of products for organizations of all sizes, including customer support software, IT service desk software, and CRM for sales teams. It also mentions that Freshworks has over 100,000 customers and lists some of its investors and accolades.

Uploaded by

Christian Joe
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Freshworks Ecosystem

Freshworks today has 6 products and offers a full featured suite of products to organizations of all sizes.

Customer support IT service desk CRM for high velocity


software software sales teams

Cloud based call-center Applicant tracking Customer messaging


software system software
100,000+ Customers
Investors

Accolades
Freshdesk Email

Live chat Phone

Twitter Omnichannel Knowledge


Helpdesk base

Facebook Web App

Mobile
Typical Role of an agent
(Support Rep)
With Freshdesk
Dashboard

Unresolved Tickets Summary

Today’s trends

● Current received tickets count as


compared to the previous day's, for
every hour


● Top helpdesk metrics for the day


Ticket View

• Set custom ticket views


using Filters

• Assign ticket to Group/


Agent

• Bulk Assign/ Bulk


Update tickets

• Merge multiple tickets


from same contact on
same issue into one
ticket
Collaboration

Add Private Notes

• Only visible to agents logged in to your support portal

• To get inputs from other agents

• To share progress internally

• To log updates for future reference

Team Huddle

• Collaborate with internal teams, resolve issues quickly

• Better co-ordination among teams

• Get notified if someone asks for help

Forward

• To communicate with someone(third-party) outside of



Freshdesk, who can add inputs to resolve tickets
Collaboration

Shared Ownership Linked Tickets Parent-Child Ticketing


Get improved agent visibility over tickets Helps agents group similar tickets Break down larger requests into multiple
that require assistance from specialized together and link it to one master ticket parts and improve productivity by having
teams with the ability to share tickets that is assigned to the problem solving different people work on it in parallel.
between agents agent. This way, agents can
communicate and get updates easily.
SLA
A service level agreement (SLA) policy lets you set standards of performance for your support team.

• You can choose whether you want each SLA rule to be • SLA Reminders
calculated over calendar hours or your business hours • SLA Violation Notifications- Escalation emails
• Your SLA Policies will be used in Freshdesk to determine
the “Due By” time for each ticket
Automations

Dispatchr Automatic Ticket Assignment


Automate the process of categorization, prioritization &
routing of tickets Automate the process of assigning tickets to the agents in your
group

Round-Robin
Assign tickets to agents in a circular fashion

Load-based
Set a limit on the number of tickets that are assigned to each
agent

Skill based
Assign tickets to agents based on their expertise
Email Notifications
Send out automatic email notifications to
agents and the requester when specific events
occur:

• Agent Notifications
• Requester Notifications
• CC Notifications
• Reply Templates

CSAT
Used to directly measure helpdesk
efficiency and customer satisfaction with
every support ticket
Reports
Marketplace
Apps allow you to integrate with other applications to make your Freshdesk experience more awesome
They also enable you to customize and personalize your Freshdesk portal

Ref: apps.freshdesk.com
Thank You

Please write to [email protected] for any


queries

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