A few little things- like giving your agents the ability to copy someone on a ticket, or intelligently looking through your knowledge base and suggesting possible solutions when you open a ticket, can go a long way in making your support team more efficient (and fun). Freshdesk goes beyond just features and obsessively focuses on these little things that bring a smile to you and your customers.

Automate the housekeeping -- CHECK

When you're supporting customers there's just one thing you really want to do - give them an experience they will love. But when you have to run around sending mundane notifications and shoot the same replies over and over, things can get a bit monotonous. And terribly boring. Help Desks lets you automate all the things in your support that you don't love doing, so you can focus on the things you do.

Get insights from your inbox -- CHECK

So when was the last time you got any useful intelligence from your email? Chances are, never. With Help Desks, you get to pull out insightful reports and identify what kind of issues you keep getting over and over again, where your biggest support bottlenecks creep, and who your best players are. All the stats, numbers, graphs and insights you need to identify and align your customer support with business.

Create your repository of shared genius -- CHECK

There is this story of a magnificent castle in a magical land far, far away. And in the centre, suspended on bright incandescence, glowing as ever is a huge book of Spells, with answers to every question your support reps and customers have ever had. Unfortunately, in the real world, the book isn't all in one place. It's been stripped by chapters and lives in the minds and tacit information of your senior support reps. The question is, how do you tap all this knowledge and make it useful for the rest of your team?

Help Desks allow you to create a public and private repository of information for both you, your agents and your customers to access at the click of a button.

The right magic when you need it -- CHECK

Magic isn't magic if it doesn't come to your rescue when you need it the most. Smart suggestions help you do just that. Unsure of the solution when replying to a ticket? Sort through your knowledge base and find the Holy Grail from the same page!

If you cast a spell and nobody heard it, did it still make a sound? -- CHECK

A knowledge base is all about shared knowledge. Your genius, combined with the smarts of wizards past, wizards distant, and wizards to come. All in one place, available to any person who seeks it. Help Desks lets you create and organize all your knowledge into categories, folders and individual solutions that you can then jump back into anytime.