For many companies, customer support begins by creating a shared inbox and sharing credentials with support team members. As the team grows, this can become quite messy with emails buried in the inbox, and agents accidentally responding to the same request.

Freshdesk consolidates incoming emails and enables teams to easily manage customer interactions through a modern ticketing interface.

With Freshdesk’s agent collaboration feature, agents can easily see if someone else is working on the same ticket as them. Those in need of support can receive different responses from different agents to resolve the issue.

Support employees often need to discuss requests with other employees or internally share progress. For some requests, they will need to connect with other departments such as developers or testers.

Freshdesk enables employees to communicate with each other through notes on requests to solve problems. These notes are visible only to employees logged into the Freshdesk application. If an employee needs a third-party opinion, they can forward the request directly from the Freshdesk application.

With its powerful multichannel helpdesk, automation tools, convenient integrated database, as well as reporting and analytics, you drive sustainable business growth and ensure your clients come back.

Freshdesk is focused on providing a wide range of options for every channel through which the customer support team wants to communicate with users. Each Freshdesk account can have multiple customized mailboxes associated with it, allowing the support team to manage all your support emails in one place.

Freshdesk is integrated with over 60 systems for productivity, e-commerce, CRM, cloud storage, and collaboration systems to provide detailed information about customers to support teams. Freshdesk’s strong integration with Google’s product suite makes it an ideal choice.

You can automate tasks to increase your support team’s productivity. The software takes care of repetitive tasks and, in many cases, can provide predefined responses to frequently asked questions.

Freshdesk is designed for easy configuration to accelerate user adoption. Requests can be categorized according to your policy, saving you time. Additionally, you can see the most urgent issues and assigned response times. The support portal can be customized with your logo and colors.

Analytics in Freshdesk allows you to identify issues and track all the metrics that matter to you. Easily measure and improve efficiency, focusing on the most critical parts of your support department.