Freshdesk is an easy-to-use helpdesk software that enables teams to handle conversations from multiple channels such as email, phone, chat and social media. It also focuses on enabling cross-functional team collaboration to deliver exceptional customer support.

With Freshdesk, you can track, prioritize and follow-up on customer requests from one place and even loop in stakeholders.

Multiple teams can also work on the same ticket with Freshdesk providing agent collision detection to see how many agents are viewing the ticket and traffic cop to stop replies from being sent before an agent has seen the recent development on a ticket. This will help your support team deliver faster, more efficient customer service.

Freshdesk supports social media integration which enables you to receive tickets from Twitter, Facebook, and WhatsApp and reply to the tickets directly from Freshdesk allowing you to delight your customers who reach out via social media. You can set up the tickets to be routed to a specific agent or a group and this makes sure that tickets go to the right agents who are best suited to solve the ticket

The additional features that Freshdesk provides are as follows;

-Send Instant notifications on tickets updates

-Allow multiple teams to work on one ticket

-View and schedule reports and analytics

-Link similar tickets to keep track of related issues

-Send bulk updates to customers in one go