What are the key features of Freshdesk?

Freshdesk offers a comprehensive set of key features that make it a leading customer support software. Firstly, it provides a unified inbox that allows businesses to manage and track customer queries from various communication channels, ensuring no message goes unanswered. Secondly, it offers powerful ticketing capabilities, allowing agents to efficiently categorize, prioritize, and resolve issues. Thirdly, Freshdesk enables businesses to create and manage a knowledge base, providing customers with self-service options and reducing support ticket load. It also includes automation features such as ticket routing, escalation, and SLA management, streamlining support processes. Additionally, Freshdesk offers robust reporting and analytics, providing insights into customer satisfaction, agent performance, and ticket volume. Lastly, it seamlessly integrates with other business tools, like CRM systems and social media platforms, enhancing overall efficiency and collaboration.