Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
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Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
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Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
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Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
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Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
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Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.
With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
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Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
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Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.
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Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
SAP Field Service Management enhances service delivery by streamlining scheduling and dispatching of field resources. This system integrates seamlessly with existing SAP solutions to optimize field service operations.
SAP Field Service Management supports digital transformation in field service by improving efficiency and customer experience. It offers an end-to-end approach to automate and manage field operations with data-driven insights, allowing businesses to maintain high service levels. The platform's flexibility and robust features make it suitable for different industry requirements, contributing to improved service quality and reduced operational costs.
What are the essential features of SAP Field Service Management?
- Scheduling and Dispatching: Enhances workforce efficiency by automating scheduling and optimizing dispatch based on resource availability and skills.
- Mobile Field Execution: Enables field technicians to access job details and update task statuses in real-time, enhancing on-site service delivery.
- Service Analytics: Provides comprehensive analytics to track performance metrics and drive informed decision-making.
- Contract and Warranty Management: Simplifies tracking and management of service contracts and warranties, ensuring compliance and timely renewals.
- Customer Self-Service: Offers a platform for customers to schedule services and track progress, improving engagement and satisfaction.
What benefits and ROI should users look for in reviews?
- Operational Efficiency: Users should expect streamlined service operations resulting in lower costs and increased productivity.
- Improved Customer Satisfaction: Positive customer feedback due to quicker and more reliable service delivery.
- Faster Response Times: Enhanced ability to respond to service requests promptly, leading to higher client retention.
- Revenue Increase: Upselling and cross-selling opportunities due to better service visibility.
- Scalability: Flexibility to grow with business needs, accommodating a larger workforce or service area.
In industries like telecommunications, utilities, and manufacturing, SAP Field Service Management is implemented to address specific challenges in each sector. For telecom, it facilitates quicker installations and repairs. In utilities, it ensures continuity of service and swift outage responses. In manufacturing, it aids in maintaining machinery and ensuring timely repair services, resulting in minimal downtime. By tailoring its deployment to sector-specific demands, it helps businesses achieve their service delivery goals more effectively.
