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.”
Workever is a comprehensive service management platform designed to streamline workflows and enhance operational efficiency for businesses. It integrates job management, scheduling, and communication tools to improve service delivery and client satisfaction.
Workever offers businesses an intuitive way to manage field operations, connecting the office with field staff in real-time. It allows users to plan jobs, assign work, and track progress, enhancing productivity and responsiveness. Known for its user-friendly interface, Workever optimizes service delivery and supports effective communication, driving better customer experiences. It also offers robust reporting and invoicing functionalities. While user feedback appreciates its capabilities, there is room for improvement in onboarding processes and integration capabilities.
What are the most important features of Workever?
- Job Scheduling: Allows for efficient task allocation and real-time updates.
- Team Communication: Facilitates seamless interactions between office and field teams.
- Invoicing: Streamlined billing processes directly linked to job completion.
- Reporting: Offers detailed insights into operational performance.
What benefits or ROI should users look for in reviews?
- Increased Efficiency: Reduction in manual tasks and paperwork.
- Enhanced Customer Satisfaction: Timely job completion boosts client trust.
- Cost Savings: Optimizing resources leads to better financial outcomes.
- Improved Team Productivity: Less downtime and better job management.
In industries like HVAC, plumbing, and electrical services, Workever is implemented to improve job scheduling and field workforce coordination. It significantly enhances the ability of service teams to deliver timely and effective solutions, aligning operational tasks with customer demands efficiently.
