Freshdesk vs Xtraction for CA Service Management [EOL] comparison

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:

• 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.

• 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.

• 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.

• Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

• 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.

• 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.
  
  
• Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 

• 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.”

Xtraction for CA Service Management is a self-service solution designed to make the creating, designing and sharing of interactive IT dashboards easy for non-technical users. Users can immediately share service management dashboards with consumers, IT teams and management presenting a unified view of your service management environment. This IT dashboard solution can deliver deep, real-time insight and transparency into key aspects of IT services, including: demand, cost, use, performance, problems and problem resolution. This insight can help your staff engage in fact-based collaboration with IT teams and the business and make more-informed decisions about how to optimally align IT investments with genuine business requirements. This ad hoc IT dashboard and IT reporting solution provides the next level of IT analytics, helping to bring a better understanding of your service management environment. It not only helps IT teams be more self-sufficient in resolving their service related issues, but helps management and executives be more self-sufficient in gaining the information they need for timely decision making.

Learn More: https://www.ca.com/us/products...