The Helpdesk In-depth subsection (part of the Analysis category) offers charts based on specific ticket metrics, like ticket status, average first response time, average resolution time, the percentage of tickets that were resolved after the first contact, and so forth. Subsections within each category offer reports such as ticket volume trends, agent performance, group performance, top customer analysis and more. The Reports dashboard provides three categories of reports - Helpdesk Analysis, Productivity and Customer Happiness. Ticket data can be exported as an Excel or CSV file. The Tickets dashboard provides a perspective on tickets which can be filtered on a number of criteria, such as the ticket status, the creation date, due date, priority, type, source, customers or by tags. On the right of the header toolbar there is a quick add button for emails and tickets, as well as a search function. There is an activity feed reminiscent of social media news feeds. Its main dashboard view provides a ticket summary of unresolved, overdue, open, on hold, and unassigned tickets, as well as tickets due today. The Freshdesk UI positions a horizontal header toolbar with terms, instead of icons, granting access to different dashboards. The Insights section provides more in-depth analysis based on company data. The Reporting dashboard provides a gloss over view of your ticket statuses, your helpdesk performance against industry averages, agents’ support performances as a whole and individually, and top agents by tickets solved, satisfaction and agent ‘touches’. You can view unsolved tickets assigned to you, or unassigned recently updated tickets, new tickets in your groups, suspended tickets deleted tickets, etc. This page provides an overview for a support agent’s immediate concerns. The Views dashboard gives you an in-depth view of the status of all your tickets. The Home dashboard shows the channels you use for engaging customers, like email, phone, chat, and social the self-service library of your knowledge base, community forums and web widges your apps, ticketing workflows, reporting and so forth. There’s a left vertical toolbar which icons which identify through hovertext (Home, Views, Reporting, Admin) and which open up dashboards with large icons for different functions. On the other hand, Intercom provides the following key features:Īccording to the StackShare community, Intercom has a broader approval, being mentioned in 1405 company stacks & 212 developers stacks compared to FreshDesk, which is listed in 166 company stacks and 30 developer stacks.Zendesk’s out of the box UI is a clean layout with a crisp lines and a color scheme that’s easy on the eyes. Create custom ticket fields specific to your business- With customizable ticket fields, Freshdesk lets you add specialized fields to better organize your tickets.Categorize, prioritize and assign with Dispatch'r- Dispatch’r is your smart helpdesk co-ordinator built into Freshdesk.Get tickets from just about anywhere- Freshdesk automatically converts customer emails, Twitter mentions and comments on your Facebook pages into support tickets. ![]() ![]() ![]() ![]() Some of the features offered by FreshDesk are: Have targeted communication with customers on your website, inside apps, and by email.įreshDesk belongs to "Help Desk" category of the tech stack, while Intercom can be primarily classified under "Engagement/Lifecycle Marketing". Intercom is a customer communication platform with a suite of integrated products for every team-including sales, marketing, product, and support. Freshdesk is an on demand customer support software that works across multiple support channels Intercom: A fundamentally new way to communicate with your customers. FreshDesk vs Intercom: What are the differences?įreshDesk: Refreshing the way thousands of help desk agents support their customers everyday, world wide.
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