Freshdesk’s shared inbox enables your team to collaborate and resolve issues without getting in each other’s way. Every request sent to your support email becomes a ticket in your helpdesk. You can easily categorize and prioritize tickets and assign them to the right people in your team.
And you don’t have to worry about multiple agents responding to the same ticket anymore because everyone on your team can see who is working on what ticket and its status. It is so easy to set up and use that you’ll be able to start resolving tickets in minutes.
Set, manage, and meet customer expectations by setting up service level agreements (SLAs) for support. With Freshdesk, you can define ticket priorities and requirements for resolution times so your agents know exactly which issues to address first and how quickly the customer expects a response. Every ticket in Freshdesk follows your SLA policy and the ‘due by’ time is driven by their priority. And when a ticket becomes overdue, your helpdesk will make sure that the agent is notified of it.
You can also define your own business hours so that your customers know when to expect support, and your SLAs know when you’re off. So, no matter how crowded your support inbox is, critical customer requests won’t get lost.
Carry your support desk with you wherever you go, with the free Freshdesk iPhone and Android apps. Reply to tickets, add notes and perform bulk actions on tickets even as you’re taking a walk down the street or waiting for your order to arrive at a restaurant. All that and more, completely free.
Freshdesk also has a mobile-ready web-based version that can be used to access your helpdesk from the browser on any device.