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.”
Raiseaticket offers a streamlined helpdesk solution aimed at enhancing customer support operations for businesses of all sizes. It provides a cloud-based platform for managing customer inquiries efficiently and effectively.
Raiseaticket is designed to support teams in delivering excellent customer service by centralizing communication and automating ticket management processes. Its easy integration with existing systems ensures a seamless transition for companies looking to improve their support capabilities. The platform allows businesses to maintain high levels of service without the need for extensive resources. While Raiseaticket is feature-rich, some users note room for improvement in customization options to better suit specific business needs.
What are the most important features of Raiseaticket?
- Ticket Management: Centralizes all customer inquiries in one place for easy tracking and resolution.
- Automation: Reduces manual workload through automated ticket routing and responses.
- Integration: Easily connects with existing systems to enhance workflow efficiency.
- Reporting: Offers comprehensive reporting tools to track performance metrics and improve service quality.
What benefits or ROI should users look for?
- Cost Efficiency: Minimizes resource allocation while maximizing service output.
- Increased Productivity: Simplifies processes leading to faster resolution times.
- Improved Customer Satisfaction: Enhances communication and ensures timely responses to inquiries.
Raiseaticket is implemented across industries such as IT services, retail, and education. It provides robust support for IT helpdesks, assists retail businesses in managing customer queries efficiently, and supports educational institutions in handling student inquiries seamlessly. Its adaptability to different sectors makes it a versatile choice for diverse business environments.
