Freshdesk Features : Alerts / Escalation, Customizable Branding, Email Integration, Interaction Tracking, Multi-Channel Communication, Real-time Chat, Service Level Agreement (SLA) Management, Automated Routing, IT Asset Management, Knowledge Base Management, Network Monitoring, Self Service Portal, Ticket Management
About Freshworks Inc : Freshdesk is one software that can be genuinely used to delight customers as well as make life easy for the end-users. Its capability of providing Omnichannel support through a single tool enhances employee productivity. Its Robotic Process Automation feature can convert mundane tasks into system driven tasks, thus lessening human intervention. In contrast, the Self-Service options build empowerment in customers by the usage of support bots. Overall Freshdesk is an accurate Gen-next software and
|Help Desk Software|
Help Desk Software in an application that connects the customers with the customer care operators for the resolution of customer queries and problems. The software helps businesses to resolve the customer issues and problems by managing the issue tickets from the receipt until the issue has been resolved. It also provides various collaboration tools which help the agents to resolve the issues or problems more quickly and in an efficient manner.
Generally, the help desk is often a part of a bigger umbrella called service desk, which includes asset management and IT service management. Often the help desk is used synonymously to service desk. However, help desk software generally refers to the system which addresses the customer queries.
The goal of the help desk software is to reactively resolve customer issues at the tactical level. Whereas the goal of the service desk is to proactively improve the IT services for an entire organization at a strategic level. Many service desks have a help desk, but the overall goal of the service desk is to take the data-driven approach to improve the business processes and enable continual service improvements.