Freshdesk Updates

Freshdesk update · October 16, 2018

New for Our Freshdesk Integration: Create Specific Ticket Types

Some support tickets are easy to answer, while others require time to research and find a solution. Your team will be best equipped to clear out the queue quickly if your tickets are organized into types. Perhaps you want all your free trial extension emails together, or need a list...read more
Freshdesk mention · August 2, 2017

Snap Kitchen Automates Customer Care and Saves Hours Every Week

Eating healthy has its share of challenges: From the cost associated with natural, organic, and/or local products to the amount of time you might spend shopping for ingredients–and then chopping, dicing, mixing, baking, grilling, and eating the food. Your entire evening or weekend could easily revolve around the...read more
Freshdesk update · June 6, 2017

New for Freshdesk: Search for Existing Contacts in Your Workflows

A new update to the Freshdesk-Zapier integration opens up powerful new automation possibilities. Adding a Find Contact Search Action, you can set up workflows that target a specific Freshdesk contact. For example, you can search for an existing contact and then automatically add a note or create a ticket for...read more
Freshdesk mention · January 12, 2016

The 10 Best Live Chat Apps for Faster Customer Support

You're trying to buy shoes online, wondering if they'd feel as nice as they look, when ding a smiling face pops up on the bottom of the page asking if it can be of any assistance. You reply, and your worries are quickly assuaged by a real, live...read more
Freshdesk mention · October 15, 2015

The 20 Best Help Desk Apps and Knowledge Base Tools for Customer Support

If you have customers, you need customer support software. It's that simple. You can only juggle so many emails and social media mentions on your own before you miss an important email and leave a customer high and dry. There will always be difficult questions to answer and dissatisfied...read more
Freshdesk mention · July 28, 2015

The 9 Help Desk Metrics that Should Guide Your Customer Support

I love numbers. Perusing collections of statistics and gleaning insights from them is a favorite pastime of mine. Right up there with watching baseball, tinkering with media center software, and wondering how my dog can sleep 20 hours a day. During my three years on the Zapier support team, I...read more
Freshdesk update · May 19, 2014

Connect Freshdesk Helpdesk Software to Hundreds of Apps with Zapier

Helpdesk software Freshdesk is now on Zapier, giving customer support representatives more ways to move tickets and customers in and out of the app than ever before. With Zapier, Freshdesk users can create rules to automate sharing tickets with their team in Asana, Trello or a team chat app, like...read more
Matthew Guay
Reviewed by Matthew Guay
Last updated May 14, 2018

How do you support customers in a world with so many lines of communication? Chances are your customers are emailing, tweeting at, and calling you, as well as filling out support forms on your website. Freshdesk is designed to help you manage the load. This multichannel customer support works everywhere your customers are likely to need help. You can add a support widget to your website and Facebook page, watch Twitter for new messages, build a support portal with live chat, manage all your team email addresses, and call a customer from the same tool.

Freshdesk brings every message together, so your support team can do their jobs together. You can see not only support tickets coming in, but also replies to customers and who sent them. Freskdesk can automatically assign tickets to the team member who might be best suited to answer them, based on their skill set. Every support ticket can have private or public notes attached to them, too. If multiple people try to reply to the same message, Freshdesk's Collision Detection catches and flags the issue before it causes a problem.

How do you make sure your best customers get the best support, however? If your organization offers a service level agreement to business customers, you'll need a way to prioritize their tickets, and Freskdesk has one.

Freshdesk's SLA tool lets you set limits on how much time you have to answer and solve tickets. You can set different time limits for each priority level or for specific customer tiers. Freshdesk can automatically tag tickets and get rid of spam, too, helping your team work more effectively.

Giving your best support means knowing the most about your customers, something else that Freshdesk is designed for. It keeps track of your customers and can sync with Salesforce, Highrise, and other CRMs, along with email marketing apps, sales tools, and others. When you use these third-party service with Freskdesk, you can see each customer's details within the context of the tickets you're answering, including their past requests, to better help you solve their problems.

Freshdesk consolidates support requests from a wide variety of sources, which helps your support team manage them efficiently.

Have any feedback on this overview, or something we should change? Let us know!

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Freshdesk is an online helpdesk software with multiple channel customer service to support customers across email, phone, chat, web, Twitter and more.