Freshdesk

AI based Chatbots

Freshdesk’s AI-based chatbots use artificial intelligence to automate customer interactions by providing instant answers to common questions. These chatbots reduce agent workload by handling routine queries, offer 24/7 support, and seamlessly escalate complex issues to human agents, improving efficiency and customer satisfaction with personalized, round-the-clock assistance.

Alerts (Escalation)

Alerts and Escalation in Freshdesk automatically notify agents or managers when tickets surpass predefined response or resolution times. This ensures critical issues receive timely attention, maintaining service level agreements and preventing delays. Escalation workflows enhance operational efficiency by prioritizing urgent requests, ultimately improving customer satisfaction and adherence to support commitments.

Automated Routing

Freshdesk’s Automated Routing assigns incoming tickets to appropriate agents or teams based on predefined rules like expertise, workload, or priority. This streamlines ticket distribution, minimizes response time, and ensures queries are handled by the most qualified personnel. Automated routing boosts support efficiency and accelerates issue resolution by optimizing workload management.

Community Forums

Freshdesk offers Community Forums that enable customers to engage, share knowledge, and resolve issues collaboratively. These forums foster a self-service culture by encouraging peer-to-peer support, reducing ticket volume, and building a vibrant user community. They enhance customer engagement and create an accessible knowledge-sharing platform for common problems and solutions.

Contract (SLA Management)

Freshdesk’s Contract and SLA Management enables organizations to define, monitor, and enforce service level agreements. It tracks response and resolution times against contractual commitments, automatically prioritizing tickets based on SLA rules. This feature ensures consistent service delivery, reduces SLA violations, and enhances customer trust through reliable, accountable support.

Customizable Branding

Freshdesk allows full Customizable Branding of the support portal, enabling businesses to tailor colors, logos, and themes to match corporate identity. This creates a cohesive brand experience for customers and promotes professionalism. Custom branding strengthens customer trust and recognition by delivering a consistent, visually appealing support environment.

Incident Management

Freshdesk’s Incident Management systematically tracks and resolves incidents affecting customers. It categorizes and prioritizes issues for efficient handling, coordinating team efforts to minimize downtime. This organized approach improves communication, accelerates recovery, and ensures that service disruptions are addressed effectively to maintain operational continuity.

Knowledge Base

Freshdesk includes a comprehensive Knowledge Base that stores articles, FAQs, and tutorials accessible to both agents and customers. It empowers users to find answers independently, reducing support tickets and improving customer satisfaction. The knowledge base also serves as a valuable resource for agents to resolve issues quickly and consistently.

Known Issue Management

Freshdesk’s Known Issue Management identifies recurring problems by linking related tickets to central issue records. This helps support teams track widespread issues, communicate workarounds, and monitor resolution progress. Managing known issues reduces duplicate tickets, enhances transparency, and improves overall efficiency in handling frequent or complex problems.

Live Chat

Freshdesk’s Live Chat feature enables real-time communication between customers and support agents. It provides immediate assistance, reducing ticket backlogs and resolution times. Live Chat supports multiple concurrent conversations, enhancing customer engagement and satisfaction by delivering quick, personalized help through an interactive messaging interface.

Macros (Templated Responses)

Macros in Freshdesk allow agents to use predefined, templated responses for common queries. This speeds up communication, maintains message consistency, and reduces repetitive typing. By standardizing replies, macros improve support efficiency and ensure customers receive accurate, timely information throughout their service interactions.

Multi-Channel Communication

Freshdesk supports Multi-Channel Communication by integrating emails, phone, chat, social media, and more into a single platform. This unified interface allows agents to manage all customer interactions efficiently, ensuring consistent and timely responses regardless of communication channel, thus enhancing customer experience and operational effectiveness.

Self Service Portal

Freshdesk’s Self Service Portal empowers customers to submit tickets, check statuses, and access a rich knowledge base independently. This reduces support load by enabling users to find solutions on their own, increases satisfaction through 24/7 availability, and provides transparency in ticket tracking, streamlining the overall support experience.

Social Media Integration

Freshdesk integrates with major social media platforms to capture and manage customer inquiries directly within the help desk. This enables timely responses to social queries, consolidates communication channels, and improves customer engagement by ensuring all requests across social networks are efficiently tracked and addressed.

Surveys & Feedback

Freshdesk’s Surveys and Feedback tools gather customer opinions after interactions to measure satisfaction and identify improvement areas. These insights help refine support processes, boost service quality, and align support with customer expectations, fostering stronger relationships and continuous service enhancement.

Ticket Management

Freshdesk’s Ticket Management system organizes, prioritizes, and tracks support requests throughout their lifecycle. It provides tools for assigning, escalating, and resolving tickets effectively, ensuring accountability and transparency. This centralized management accelerates issue resolution, improves customer communication, and enhances overall support team productivity.