Freshdesk
Customer SupportA cloud-based customer support software for managing customer service tickets.
Open RFPs0
Spend under review$0
Average spend$0
Bids received0
Median discount0%
Most requested features
What buyers replacing Freshdesk actually ask for, ranked by how often each feature appears across 0 RFPs.
Must-haves
None requested yet.
Nice-to-haves
None requested yet.
Feature taxonomy
Automation & Workflows
- Workflow automationAutomates common tasks and ticket actions.Required by 0 RFPs
- Canned responsesPre-written replies for common support questions.Required by 0 RFPs
- MacrosSaves frequently used ticket actions as reusable macros.Required by 0 RFPs
- Time trackingTracks time spent on individual tickets.Required by 0 RFPs
Knowledge & Self-service
- Knowledge basePublishes self-help articles for customer support.Required by 0 RFPs
- Community forumEnables customers to help each other in forums.Required by 0 RFPs
- AI-powered suggestionsSuggests relevant articles or solutions during support.Required by 0 RFPs
Multi-channel Support
- Email supportManages customer support requests via email.Required by 0 RFPs
- Live chatProvides real-time chat support on websites.Required by 0 RFPs
- Phone integrationIntegrates phone calls with customer records.Required by 0 RFPs
- Social media integrationManages support requests from Facebook and Twitter.Required by 0 RFPs
Reporting & Analytics
- Performance reportsTracks metrics like response time and resolution rate.Required by 0 RFPs
- Agent analyticsMeasures individual agent performance and efficiency.Required by 0 RFPs
- Customer analyticsTracks customer satisfaction and support trends.Required by 0 RFPs
- Custom reportsCreates reports tailored to specific business metrics.Required by 0 RFPs
Security & Integrations
- SSO with SAMLAuthenticates agents through an identity provider.Required by 0 RFPs
- Role-based permissionsControls agent access by role.Required by 0 RFPs
- API accessIntegrates with custom applications via API.Required by 0 RFPs
- Third-party integrationsConnects with CRM, billing, and business tools.Required by 0 RFPs
Ticket Management
- Ticket systemCentralizes customer support requests from multiple channels.Required by 0 RFPs
- Ticket routingAutomatically assigns tickets to the right agents.Required by 0 RFPs
- Ticket prioritySets and adjusts ticket priority based on business rules.Required by 0 RFPs
- Ticket status trackingTracks tickets through resolution stages.Required by 0 RFPs
- Custom fieldsAdds custom data fields to tickets for specific needs.Required by 0 RFPs