Freshdesk is a cloud-based customer support software that is both feature-rich and easy to use. With multiple support channels available, including live chat, email, phone, and social media, you can help customers through their preferred communication method.
The intuitive inbox and robust filtering options make staying on top of support tickets easy. With the customer portal, you can customize and create a database of self-service articles. And the service level agreement (SLA) feature allows your team to define and track support resolution times.
In this tutorial, we’ll walk you through how to get started with Freshdesk and show you how to use the main features.
Setting Up Basic Features in Freshdesk
Creating a Customer Portal
Using the Dashboard
Understanding Support Tickets
Managing the Ticket Inbox
Freshdesk Pricing: Basic free plan; paid plans start at $15/month per user. All paid plans include email ticketing, social ticketing, knowledge base, automations, and SLA management
Connect Freshdesk to 1,500+ other apps with Freshdesk’s Zapier integrations.
How to Set Up Basic Features in Freshdesk
Before using Freshdesk to support customers, you’ll want to set up some basic but important functions. Log in to the software and click the Admin icon on the far left of the user interface. From here, you can change general account settings, create different support channels, add agents, set up automations, and perform other basic admin tasks.
Freshdesk Admin tab
How to set up support channels
Under Support Channels, you can add channels to collect support tickets (e.g., email, chat, social media). Click Email, for example, to open up options for using this channel. Here you can customize the address(es) you want to use to collect support emails (e.g., email@example.com), the name to appear in ticket replies, the group it will be assigned to (e.g., Billing), and several more options.
Freshdesk support channel setup
By clicking the other channel options, you’ll be walked through the set-up process for each. A few channels like phone and chat let you connect these features to Freshcaller and Freshchat, both paid service plans that can be integrated with Freshdesk.
सहज ज्ञान युक्त इनबॉक्स और मजबूत फ़िल्टरिंग विकल्प समर्थन टिकट के शीर्ष पर बने रहना आसान बनाते हैं। ग्राहक पोर्टल के साथ, आप स्व-सेवा लेखों का डेटाबेस अनुकूलित और बना सकते हैं। और सर्विस लेवल एग्रीमेंट (SLA) फीचर आपकी टीम को सपोर्ट रिजॉल्यूशन टाइम को परिभाषित और ट्रैक करने की अनुमति देता है।