Freshdesk

Product Overview
Freshdesk is an easy to use, full featured CRM for businesses of all sizes. It's highly customizable, integrates with other popular platforms and is built to boost customer satisfaction.

• Email ticketing and customizable ticket formats.
• Reusable replies with canned responses.
• Automatic solution suggestion.
• Automatic email notifications.
• Custom ticket views, merge and split tickets, and export tickets.
• Add tags to tickets, solutions and contacts.
• Add watchers to a ticket, add public and private notes to tickets.
• Assume identity of other agents, agent collision detection.
• Send outbound email.
• Time tracking.
• Integrate customer satisfaction surveys.
• Integrated live chat.
• Automatic ticket assignment using Dispatch'r, and within group (Round robin).
• Time-triggered automations using Supervisor.
• Event-triggered workflow automations with the Observer.
• Multi-task workflows with one-touch Scenario automations.
• Service Level Agreement (SLA) management.
• Knowledge base.
• Fully optimized for mobile.
• Multiple time zones and language support.
• Auto Triage feature automatically categorizes, prioritizes and routes the ticket to the right support agent or group.