Freshdesk

Founded by Girish Mathrubootham & Shan Krishnasamy in 2010

Manage customer support tickets across multiple channels and automate routine email replies

Pricing model

Free Trial

Rating

★ Positive

Time to value

1 to 2 hours

You can use Freshdesk to handle customer inquiries from email and chat in a unified workspace. It allows you to organize incoming support requests, track conversation history, and assign tickets to team members automatically. You can deploy automated virtual agents to answer common questions and resolve routine support emails directly. Built-in assistant tools suggest response templates, summarize customer threads, and recommend actions to speed up resolutions. In addition, you can track customer satisfaction scores, evaluate team performance metrics, and spot recurring service issues.

What Freshdesk does

Assign incoming support tickets to available team membersSummarize long email threads before transferring to another agentDraft automated email replies to answer repetitive questionsMonitor team response times and ticket resolution ratesCollect customer satisfaction ratings after closing support requestsSearch past customer interactions across multiple support channelsRoute customer tickets automatically to specific agents based on skills and availabilityUse virtual agents to automatically answer and resolve repetitive email inquiriesProvide agents with writing assistance to summarize tickets and suggest repliesCombine customer conversation history and profile context in a single inboxTrack customer satisfaction ratings and agent response times with reporting dashboardsConnect third-party business apps and support tools using custom connectors