Freshdesk is a cloud-based customer support software designed to enhance team collaboration and streamline customer service across multiple channels. It offers features like automated ticket management, omnichannel support, and customizable service level agreements to improve response times and customer satisfaction. Freshdesk also integrates security measures and provides analytics to help businesses track performance and customer happiness.

1. CUSTOMER SUPPORT IS EVERYBODY’S BUSINESS
With Freshdesk, your teams can work together to resolve customer issues fasters

2. CUSTOMERS NOW EXPECT
62% 78% 57%
Of customers have used social
media for customer service
Of customers pay more for a
brand because of customer
support
Of the customers think that
excellent customer service is of
utmost importance
Freshdesk makes it refreshingly easy to keep your customers
happy
Faster replies, personalized interactions, and seamless conversations across channels
Source: American Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETER
hhttps://www.slideshare.net/dishakhullar/american-express-and-ebiquitysurvey-2015-asia-customer-service-barometer

3. FRESHDESK
Is cloud-based customer support software that
give you everything you need to delivery
exceptional support

4. WITH FRESHDESK,
YOU CAN
Streamline all your customer
conversations in onle place
Collaboratie with other teams to
resolve issue fasters
Automade your repetitive work
and save time
Make data-driven decisions to wow
your customer

5. WHY CHOOSE FRESHDESK?
Quick to setup,
easy to use
• Get up and running quickly
with a helpdesk tailored to
meet your needs
Omnichannel
Helpdesk
• Stay on top of requests, no
matter how customers choose
to contact you.
Happy, engage
egents
• Boost productivity and
engagement with
automations and game
mechanics

6. KEY FEATURES
Productivity Reporting Service Security
2 3 4 5 7
Omnichannel Global support Apps
6 81
Ticketing

7. Ensures that every ticket is
prioritized, tracked and
resolved quickly
POWERFUL TICKET
SYSTEM

8. TEAM INBOX MANAGEMENT
Allow your CS agents to track and manage all customers requests from multiple channels in one screen.

9. SLA MANAGEMENT
• You can choose whether you want each SLA
rule to be calculated over calendar hours or
your business hours
• Your SLA Policies will be used in Freshdesk
to determine the “Due By” time for each ticket
Set, manage, and meet customer expectations by setting up service level agreements (SLA) for your
support team
• SLA Reminders
• SLA Violation Notifications- Escalation
emails

10. OMNICHANEL HELPDESK
Manage all your support
conversation in one place
Omnichannel
Helpdesk
Live chat Phone
Email
Twitter
Facebook
Mobile/ Whatsapp
Web App
Knowledge
base

11. EMAIL TICKETING
Manage multiple support email address in a single place, share inbox for all mails using a single helpdesk

12. INTEGRATED CALL CENTER
Intergated your phone with Freshdesk instantly and take support calls from your browser and mobile

13. FACEBOOK INTEGRATION

14. LIVE CHAT
Enable real-time chat conversations with customers right when they need help

15. FEEDBACK WIDGETS
Make it easy for customers to find help easily from your website or web app, using the Freshdesk support widget

16. KNOWLEDGE BASE
Put together all the tutorials, documentation and tips in a single convenient place so your customers can find
the answers they need

17. MOBILE APPS
Carry your support desk with you wherever you go, with the Freshdesk iPhone & Android App

18. Increase your team’s
engagement and productivity
PRODUCTIVITY

19. GAMIFICATION
Increase agent productivity and make customer support fun by making every interaction a chance to score points

20. POWERFUL AUTOMATIONS
Automation
ticket Dispatch
• The “Dispatch’r”
automatically categorizes,
prioritizes and assigns
every ticket that comes into
freshdesk
Event Triggered
Actions
• The “Observer” look for
specific events in your
helpdesk and follows them up
with set action
Time based
action
• The “supervisor” handles
repetitive routines and
maintenance tasks by
setting time based
reminders and actions
Automate repetitive tasks to reduce the workload for agents and provide faster support for customers

21. COLLABORATION
Freshdesk
fuels teamwork
and efficiency
• Agents can loop in
teammates for discussions
right inside tickets and can
retain visibility into tickets
even if another team in
current working on it
Get better visibility
with shared
ownership
• Share ownership of tickets
with other teams without
losing visibility and access to
it, so that teams can work on
the issue in parallel and stay
in the loop regarding progress
on the ticket
Solve related issues
together with linked
Tickets
• All the agents involved have
up-to-date information on
the progess being made
with the issue, and can
send consistent replies to
their cusomers
Freshdesk helps you work together with team members from across the company to provide quick and
consistent answers to your customers

22. MULTI-PRODUCT HELPDESK
A support experience
for each of your
product
• Deliver unique support
experiences tailored for
each product using
separate mailboxes,
knowledge bases and
comminities
Create invidual,
branded support
portals
• Build individual support portals
for products with extensive
customization options for
bringing brand identity into the
support experience
Spread your
workforce between
products
• Specify agents and create
separate groups for each
product to have Dispatch’r
automation rules assign
tickets to the right group
automatically
Provide full-scale customer support for each of your products with a single Freskdesk account
Full multi- product functionality
• Dedicated community forums
• Mutiple business hours
• Multilingual support
• Multi SLA policies

23. SECURITY
Your customer’s data is critical.
Protect it!

24. SINGLE SING-ON
Enable single-on so users can easily login without having to re-enter credentials

25. ROLE BASED ACCESS CONTROL
Customize roles for each agent in your cross-departmental support team

26. SECURITY ADVANCE
Custom SSL
Certificate
Trusted
IP
Configurable
Password policy
Custom mail
servers
Spam filter using
captcha
Helpdesk
Restrictions
Make your custom
domain or a vantity
URL for your portal
secure by using a SSL
certificate
Whitelist specific IP
ranges retricts access
to your support portal
Configure password
policy accroding to
your requirements
Use your own email
server for sending and
receiving email
through Freshdesk
Use captcha service to
prevent spamming
Restrict your helpdesk
only to certain users
Freshdesk data center is hosted in the US and ISO 27001:2013 compliant

27. Measure and track
performance using report
REPORT

28. INSIGHTS
The Freshdesk reporting suite includes 10+ different reports that help you set data-driven goals and track
The right metrics

29. REPORTS
In Freshdesk you can have at leat 30 reports

30. CUSTOMER SATISFACTION SURVEY
Integrate satisfaction surveys into your support, conversation and measure how happy your customers are
with your support

31. OTHER FEATURES Self service port
Customize your support portal to look like an
extension of your brand
Native Apps
Extend the capabilities of your helpdesk by
integrating with business apps
FreshThemes
Customizable templates that can be used to
extensively change the look and feel of your support
portal
App Marketplace with 100+
integrations

32. OUR CUSTOMERS

33. 33
FRESHWORKS ECOSYSTEM
Freshworks today has 12 products and offers a full featured suite of products to organizations of all sizes
Customer support software
(web & mobile app)
Customer support software
(web & mobile app)
CRM for high velocity sales team
(web & mobile app)
IT service desk software Application tracking system
(web & mobile app)
A/B testing & conversation
optimization suite
Local call center partners in Vietnam
(Fully integrated with Freshdesk & Freshsales) AND MORE…….

34. FRESHSALES AND ECOSYTEM

35. CUSTOMER SUPPORT IS EVERYBODY’S BUSINESS
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