What is Freshdesk?
Freshdesk is a powerful, scalable, easy-to-use help desk solution that helps customer service teams resolve inquiries quickly and easily. With intelligent automation to route tickets and helpful features to enable collaboration, teams can resolve more tickets more easily. Freshdesk also helps create a robust knowledge base to power self-service via email, portals, and websites.
Who needs a help desk?
Just about all businesses need a help desk of some kind. A helpdesk is the first point of contact for customers whenever questions or problems arise—it’s where customers turn to solve issues quickly. Staffed by a customer service team and generally supported by helpdesk software, the help desk allows businesses to respond to customer issues quickly and effectively.
What does Freshdesk do?
Freshdesk’s ticketing system gives teams access to all the information they need in one unified workspace, making it easy to collaborate, stay on top of status updates, group similar inquiries together, nest dependent tasks, and generally keep everything organized and efficient. With AI-powered features and workflow automations, agents are able to manage, prioritize, and resolve tickets quickly. Having a single, shared view of ticketing means nothing gets done twice and nothing falls through the cracks.
Workflow automation
With Freshdesk, tickets can be automatically categorized, prioritized, and routed to the right team or agent. Also, Freshdesk’s AI learns from past tickets to auto-process new ones and fill in fields.
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Team collaboration
Subject-matter experts across multiple teams or outside third parties can solve customer issues faster with private notes and context in a single view. Threads keep side conversations organized, and dependencies stay with relevant tickets.
Self-service
Freshdesk gives customers the ability to find answers quickly and easily on their own, either through a robust knowledge base, which powers portals, forums, and widgets, or an email bot that can suggest relevant solution articles in email tickets.
Analytics and insights
Freshdesk includes analytics for customer service data such as ticket volume, agent productivity, customer satisfaction, response time, and resolution time. Dashboards and report templates are built-in and can be customized with relevant metrics.
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Freshdesk ticketing
Freshdesk’s many core ticketing features provide agents with a unified workspace that enhances team collaboration for speedier resolutions. Similar tickets can be grouped together for efficiency, and preset responses save agents time with common questions. Leaders can manage SLAs to track and improve service quality.
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I’m responsible for our chat platform and channel service strategy. The reason why we moved to Freshworks was for the APIs so that we can be our own chat client. I really enjoyed the collaboration.
Make ticketing easier with Freshdesk
How does Freshdesk help improve customer support?
Advanced ticketing and automations let teams collaborate easily, track progress, avoid duplicate work, and assign tasks to the best-qualified person.
Is Freshdesk most suitable for small businesses or large enterprises?
It’s a good fit for small and midsize businesses. It’s a simple helpdesk interface that doesn’t require consultants or third-party support.
Can Freshdesk integrate with other business tools and software?
Yes, Freshdesk integrates with Google Workspace, Slack, Microsoft Teams, Shopify, Mailchimp, and 1,200 other common business apps.
Is Freshdesk easy to use and implement for businesses?
Freshdesk consistently earns excellent user reviews for ease of setup, admin, and usability. You can also find help in our support resources.
Resources
Hinge Health delivers great care with Freshdesk
Freshworks delivers “game-changing” service and support for patients dealing with back and joint pain.
Freshdesk Customer Service Benchmark Report 2023
Compare customer service metrics and KPIs with global benchmarks based on findings from 22 industries and 5.3 billion support interactions.
Freshdesk powers first-class service for Thomas Cook
The travel leader’s unresolved tickets dropped by 37% while total tickets handled increased by 55%.
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