Export Your Knowledge Regarding Freshdesk - One of the Best Customer Support Help Desk
Being an in charge of the customer service, an individual have to keep record of emails and calls of the agents who could be from anywhere around the world. Apart from this, now the social media is also playing a wide role in customer servicing. Waiting for help is pain for customers and collectively managing all these mediums of customer services creates hassle. Experts research for the software that can help them with such problem but, it is all expensive and confusing. Is there any end to the customer support troubles? Luckily, there is and it is called Freshdesk – the help desk for next generation. This blog is going to provide knowledge on what is Freshdesk with all the benefits and guidance to try Freshdesk data security.
What is Freshdesk?
It is the SaaS customer service software, which is offering all the enterprise demands for delivering the exceptional support. The customer queries from phone, emails, websites, and even social media get automatically converted into tickets. This instant conversion of queries solve the problem with a simple and smart interface, reaching to the agents all around the globe. Freshdesk enables the clients to redefine customer support with attributes like sales, product, etc. Basically, it is a cloud-based platform, which is originated with the aim of providing organizations an easy platform for customer servicing. The purpose is quite simple i.e., making it hassle-free for brands to get in touch with customers and resolve their queries in shortest time period.
Know the Freshdesk Plans in Detail
The software is available in 5 plans with different cost. Depending upon the affordable price and business requirements, one can choose any of the available plan.
| Plan Name | Cost | Benefits | Ideal For |
|---|---|---|---|
| SPROUT | Free |
|
Trial Purpose |
| BLOSSOM | $18.64 | Include features of Sprout with following :
|
Small team |
| GARDEN | $32.68 | Comprises of all Blossom features with :
|
Growing team |
| ESTATE | $48.25 | Include Garden features along with following :
|
Large team |
| FOREST | $90.29 | Involves everything of Estates plus the following :
|
An enterprise |
Features of Freshdesk
- Ticketing : It is possible to quickly label the tickets in an accurate manner. Users can allot them right away to agent with expectation of fast response and resolution. It is possible to customize fields and tickets as per the enterprise requirements in a single snap.
- Automation : If want then, you can automate the customer support from the procedure of dispatching tickets to the resolution. This can be done by checking all the parameters correctly like category, assignment, and priorities. The feature helps in increasing the team productivity.
- Social : Freshdesk clients will be able to read posts associated to products on social networking sites. This will help in learning reviews of the software with solution to the posted problem, if any. It benefits support team to get the higher visibility over the social media.
- Knowledge Base : The software helps agents in assisting customers with the correct solution. The suggestions are based upon the knowledge of customer queries. With the self-service portal, it will be possible to serve customers with right answer for themselves.
- Live Time-tracking : Freshdesk software enables users to monitor the agents turnaround time for the customers, and involves identification of patterns and the opportunities for improving overall support system. This help is offered all around the globe with various language and global time feature.
Freshdesk Ticket System
A ticket is a record of conversation between an enterprise customer executive and customers. Sometimes it can be a query related to product or a complaint. It comes into your portal with various channels like calls, chat, twitter, Facebook, emails, etc. As the customer executive, you will be able to resolve the tickets one-by-one and hence, fix the problem. Along with this, the customer will be getting update and progress report of their complaints / query by looking in the support portal.
The dashboard of Freshdesk page displays the ticket summary with status i.e., overdue, open, on hold, due today, and unassigned. It is an overview of all the activities going on in the help desk. Besides this, you will be able to check all the live activities in your help desk.
Talking in deep about the ticket system then, you can view this by clicking on the Tickets tab. The default ticket view will be having the tickets that are assigned and unassigned to the particular agent. There are many ticket filters available on the Freshdesk page for the tickets management.
What Happens when Clicking on a Ticket?
You will get a detailed view of the ticket where you can see the ticket conversation between the customer and support executive. It is possible to track the current ticket status from Open field, which is at the right-hand side of the screen. An individual can also view the requestor information with his / her name and email address. You can also update the ticket properties by going to its field and modifying the parameters. This will help you in organizing the work by changing the status. Direct options like reply, add note, and forward are also available to deal with tickets accordingly.
Conclusion
The Freshdesk software assures organization grading security with the features and combination of network audits. We believe that understanding customer queries in a deeper way results in quality maintenance. The interface of the cloud-based collaboration software is easy-to-use and understand. Each and every thing is divided with explanation of parameters for managing the tickets. Also, the user can easily understand what is Freshdesk & how one can use the help desk for the next generation.