Freshdesk Best Customer Support System
Convert email support to ticket on Freshdesk
Companies that already have email support such as support@companyname.com or ask@companyname.com will usually use group email or direct forwarding to all CS staff. Often this incoming email will be followed up by several staff because they don't know whether it has been followed up by other colleagues before.
Pros of using Freshdesk Email Channel:
- Ticket Management – all emails are monitored so no tickets are missed
- Email Notification – email notification will be automatically sent when the email has been received Freshdesk
- Canned Response – reply to tickets faster with templates for frequently used agents
- Ticket Assignment – tickets will be assigned 1 agent who will follow up questions from clients until they are finished
- Ticket Status – progress info for each ticket, currently being worked on or waiting for a response from the client
- Agent Collision – prevent multiple replies for 1 ticket/email
- Performance Report – performance report for each staff
Support Portal always makes it easy for customers
The Freshdesk portal makes it easy for customers to create new tickets, check ticket progress, seek answers before direct contact with the company and there is a community for discussion with fellow portal users. The default Support URL from Freshdesk (companyname.freshdesk.com) can be pointed to the company subdomain to support.companyname.com with a CNAME point. The portal can also be customized in appearance so that it has a look that is none other than the company's website.
Receive live chat on Freshdesk
Without switching platforms from one system to another, Freshdesk can immediately receive chats from company websites and portals. Only by copying/pasting the widget code, chat on the website/application is ready to go live. LiveChat on Freshdesk support chat with customers and fellow agents. Chat can also be converted into a ticket or saved to an existing ticket to make it easier for agents to trace back all conversations both through tickets and chat.
Social Channels – Facebook & Twitter
Facebook and Twitter are two of the most booming social networks where the average customer has an account and is accessed every day. Adding these two social channels will make your customers happy because the customer support team can be contacted easily.
To get to know the features above, you can register for a free trial of Freshdesk for 30 days, and our team will help right away. For companies that only use email support, there is a forever free plan for 3 agents.
Help Desk Software For Small Business