Freshdesk Customer Support Platform


Freshdesk offers a broad set of features for every channel a customer support team needs. Freshdesk comes with excellent support for traditional channels such as email and phone as well as chat, forums and social media, with a ticketing helpdesk that is tightly integrated with across all channels.

Each Freshdesk account can have multiple custom mailboxes associated with it, allowing a support team to manage all their support emails in one place. Freshdesk’s social media integration is excellent: with support for Facebook pages, an in-sync Facebook support centre, streams to keep an eye on what the world is talking about a company, and a social tab that works on mobile.

Freshdesk also has a phone system built into it that allows users to take incoming calls. Currently covering over 30 countries, this allows you to perform call centre operations without having to invest in a full-fledged business phone system. The platform also provides live chat solutions where you can facilitate real-time conversations with customers on your website.

Freshdesk is easy to set up, learn, and use, and incorporates gamification features such as a motivation tool to compete with their own colleagues when solving issues reported by customers. With gamification emerging as a strategy across the world to boost engagement among employees and consumers, Freshdesk’s game mechanics helps to engage agents in their otherwise monotonous tasks and is a differentiator in a crowded help desk market.

Key features of Freshdesk

  • Email to Ticket Conversion
  • Multiple Service Level Agreement policies
  • Automations – Ticket routing, scenario automations
  • Knowledge Base
  • Self Service Portal
  • Multi-channel support, including Facebook & Twitter
  • Multi-product/multi-brand Support
  • Community Portal with Idea Management & Voting
  • Leaderboard & gamification
  • Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
  • Multi-language & multi-time zone support
  • Satisfaction Surveys

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More Resources for Startups and New Ventures

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