Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 8.7
Top Performing Features
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Cat avg: 8.2
Ticket creation and submission
Users and agents can easily enter new support requests.
Cat avg: 9
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Cat avg: 8.8
Worst Performing Features
Subscription-based notifications
Users subscribe to notifications for ticket updates
Cat avg: 7.8
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Cat avg: 7.6
External knowledge base
Customers can self-service by searching through help articles.
Cat avg: 8.2
Freshdesk Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
8.6+3%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.8
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.8
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Ticket response
Agents can easily follow up with customers.
Category average: 8.7
Self Help Community
Features that allow customers to self-service for support issues.
8.5+2%
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8.2
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
8.8+5%
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.6
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.2
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.1
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.5