Freshdesk Omnichannel

Accelerate your revenue with context-driven sales. Personalize engagement, shorten your sales cycle, and grow your business with Freshsales.

Support across channels

Unify and manage all support-related communications from multiple channels on a single platform.

Top channels:

Ticketing made easy

Prioritize, categorize and assign tickets so you never lose track of them.

Track and manage incoming support tickets from multiple channels with one inbox.
Ensure that multiple agents don’t wind up working on the same ticket by accident.
Set deadlines for ticket response and resolution based on different business hours or categories.
Perform multiple actions on a ticket with a single click by automating repeated actions.

Resolve issues together

Work together as a team to quickly and efficiently solve customer problems.

Discuss specific parts of tickets with experts from across your company to figure out the best solutions.
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Link related tickets together to keep track of widespread issues and deliver consistent responses.

Manage your field workforce

Manage your end-to-end field service operations from right within Freshdesk

Create service tasks for tickets that need a field team response and track its status to completion.
Create field technician groups based on location, priority and other factors to reduce waiting time and boost first-time fix rates
Drag and drop appointments, assign tasks and get a bird's eye view of your field team workload.
Enable field technicians to pick up service tasks, update information and resolve issues on the go
Obtain signatures via the Freshdesk mobile app with a single swipe and attach it to the service task.

Increase your team’s productivity

Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.

Automatically assign tickets to agents and groups based on keywords, requester or properties.
Assign tickets to agents based on their current workload, skill or using the round robin method.
Execute maintenance activities on tickets based on the time lapsed since an event happened.
Implement one or more actions on specific tickets as soon as an event happens.
Auto-assigns emails, chats and calls to your agents based on their available bandwidth to support customers faster

Measure and improve efficiency

Identify problems, plan based on metrics and improve helpdesk performance.

Understand how different agents and groups are performing based on various helpdesk metrics.
Gauge how customers feel about your support using customer satisfaction reports.
Monitor your helpdesk using real-time data about tickets, trends and groups.
Build reports from scratch and customize them to suit your requirements.
Schedule default and custom reports so that you can receive them in your inbox periodically.

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