Freshdesk, a provider of online help desk software that allows organizations to support their customers through email, phone, Web site, Facebook, and Twitter, has recently released Version 2.0 on the GetApp.com business apps marketplace.
New features of the app include the following:
- Email commands – This feature lets agents manage, update, and assign tickets right from their email, along with a reply to a support ticket.
- Email to knowledge base – This feature lets agents convert email threads or ticket replies into knowledge base articles, from the mailbox.
- Time tracking and automatic invoicing - Users can now track start and stop times for individual tickets, automatically generate time sheets, and assess billable and non-billable time spent.
- Enhanced reporting - The reporting interface has been completely revamped and enables users to generate extensive and detailed reports.
Additionally GetApp.com highlighted the evolution of Freshdesk's pricing model toward Freemium, where a free agent is available for a single-man support team, allowing small businesses to use all features at no cost. Freshdesk's Day Pass feature lets customers add occasional agents starting at just $1 per day.
"The changes to our solution in this new release are geared toward providing a refreshing support experience to agents and customers alike," said Girish Mathrubhootham, CEO of Freshdesk, in a statement. "In order to make sure that customers are happy and keep coming back, it is important that support agents stay productive and are able to keep a sharp eye on customer satisfaction."