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FreshDesk

 
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FreshDesk

Product Details

Overview
Every k-12 school, college and educational institution has a tough time keeping up with their support load from external as well as internal customers. You just can’t afford to let those support queries fall through gaps. 

With best-in-class ticketing capabilities in Freshdesk, every support query gets automatically converted into tickets, ready for your team to assign, respond, and track progress. And the best part is you get to do all this across phone, email, your website, social media and every other support channel that your customers use every day.

Features
TICKET MANAGEMENT
  • Email ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, solutions and contacts
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets
  • Time tracking
  • Integrate customer satisfaction surveys
  • Agent collision detection
MULTI-CHANNEL SUPPORT
  • Standard Phone Channel
  • Advanced Phone Channel
  • Multiple incoming and outgoing mailboxes
  • Add unlimited Twitter accounts
  • Add unlimited Facebook pages
  • Freshdesk's integrated Live Chat
  • Facebook in-sync app
HELPDESK AUTOMATION
  • Automatic ticket assignment using Dispatch'r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one-touch Scenario automations
  • Email commands
  • Automatic ticket assignment within group (Round robin)
SLA MANAGEMENT
  • Business rules management through SLAs
  • SLA reminders
  • Escalation email for SLA violation
  • Multiple business hours
  • Multiple SLA policies
  • Product, group and company level SLAs
KNOWLEDGE-BASE
  • Email to knowledge-base
  • Ability to edit meta title, description and keywords
  • Suggested solutions
MOBILE CUSTOMER SUPPORT
  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 app
MULTI-PRODUCT
  • Product level knowledge-base and community forums
TICKET FORMS
  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customizable popup and embedded Feedback widget
  • Dynamic ticket forms
REPORTING
  • Agent and group performance
  • Helpdesk in-depth report
  • Ticket drill down in reports
  • Performance distribution
  • Ticket volume trend
  • Top customer analysis
  • Export reports
  • Save reports
  • Schedule reports
CUSTOMIZATIONS
  • Custom apps
  • Public customer portal customization
  • Custom domain mapping
  • Full CSS customization
  • Customizable agent roles
  • Complete layout customization
  • Access to FreshThemes gallery
SECURITY
  • Single Sign On
  • Single Sign On with SAML
  • Advanced password policy for agents and customers
  • Custom SSL certificates (default free)
  • Helpdesk Restriction
  • IP Whitelisting
  • Custom Email Servers

Districts
This list is compiled annually through our web surveys, internet research, and phone interviews with California school districts.

School Districts in California that use FreshDesk*

Ackerman Charter School District
Hesperia Unified
Ingenium Schools
Kern Union High
Middletown Unified
Oakland Military Institute
Roseville Joint Union High
San Benito High

* This is a partial list generated through our annual technology systems survey, internet searches, and other methods.

Also, districts constantly change enterprise systems in an never ending quest to find the 'best' of the best. So expect these results to change over time.


If your district currently uses this system but doesn't appear on this list, please let us know by updating your district's info on our annual systems survey:


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