Freshworks Ecosystem
Freshworks today has 6 products and offers a full featured suite of products to organizations of all sizes.
Customer support IT service desk CRM for high velocity
software software sales teams
Cloud based call-center Applicant tracking Customer messaging
software system software
100,000+ Customers
Investors
Accolades
Freshdesk Email
Live chat Phone
Twitter Omnichannel Knowledge
Helpdesk base
Facebook Web App
Mobile
Typical Role of an agent
(Support Rep)
With Freshdesk
Dashboard
Unresolved Tickets Summary
Today’s trends
● Current received tickets count as
compared to the previous day's, for
every hour
● Top helpdesk metrics for the day
Ticket View
• Set custom ticket views
using Filters
• Assign ticket to Group/
Agent
• Bulk Assign/ Bulk
Update tickets
• Merge multiple tickets
from same contact on
same issue into one
ticket
Collaboration
Add Private Notes
• Only visible to agents logged in to your support portal
• To get inputs from other agents
• To share progress internally
• To log updates for future reference
Team Huddle
• Collaborate with internal teams, resolve issues quickly
• Better co-ordination among teams
• Get notified if someone asks for help
Forward
• To communicate with someone(third-party) outside of
Freshdesk, who can add inputs to resolve tickets
Collaboration
Shared Ownership Linked Tickets Parent-Child Ticketing
Get improved agent visibility over tickets Helps agents group similar tickets Break down larger requests into multiple
that require assistance from specialized together and link it to one master ticket parts and improve productivity by having
teams with the ability to share tickets that is assigned to the problem solving different people work on it in parallel.
between agents agent. This way, agents can
communicate and get updates easily.
SLA
A service level agreement (SLA) policy lets you set standards of performance for your support team.
• You can choose whether you want each SLA rule to be • SLA Reminders
calculated over calendar hours or your business hours • SLA Violation Notifications- Escalation emails
• Your SLA Policies will be used in Freshdesk to determine
the “Due By” time for each ticket
Automations
Dispatchr Automatic Ticket Assignment
Automate the process of categorization, prioritization &
routing of tickets Automate the process of assigning tickets to the agents in your
group
Round-Robin
Assign tickets to agents in a circular fashion
Load-based
Set a limit on the number of tickets that are assigned to each
agent
Skill based
Assign tickets to agents based on their expertise
Email Notifications
Send out automatic email notifications to
agents and the requester when specific events
occur:
• Agent Notifications
• Requester Notifications
• CC Notifications
• Reply Templates
CSAT
Used to directly measure helpdesk
efficiency and customer satisfaction with
every support ticket
Reports
Marketplace
Apps allow you to integrate with other applications to make your Freshdesk experience more awesome
They also enable you to customize and personalize your Freshdesk portal
Ref: apps.freshdesk.com
Thank You
Please write to support@freshdesk.com for any
queries
