Allows customers to find answers quickly through guided self-service options while providing analytics for team performance and customer satisfaction metrics.
Repositories of information, procedures, and policies that help customer service representatives quickly access accurate information to resolve policyholder inquiries.
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Document Version Control Tracks revisions and previous versions of documents and articles. |
Freshdesk ‘Solution’ articles keep a complete revision history and allow agents to roll-back to earlier versions. | |
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Content Tagging Allows classification and easy retrieval of information via tags or keywords. |
Articles can be tagged with keywords / labels for easier retrieval and Answer Bot training. | |
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Content Search Functionality Enables robust and fast search across all knowledge assets. |
Knowledge-base search bar performs full-text search across all solution articles. | |
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Multimedia Support Ability to store and manage files in various formats (text, images, videos, etc.). |
Articles support rich-text, images, attachments and embedded video. | |
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Bulk Import/Export Supports uploading/downloading large volumes of content at once. |
Admins can bulk import or export articles via CSV/HTML and API. | |
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Content Approval Workflow Requires submitted content to go through review and approval before publication. |
Draft → Review → Publish workflow is built into the Solutions module. | |
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Automated Content Archiving Older or outdated content can be automatically archived based on rules. |
No information available | |
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Article Feedback Allows users to rate or comment on articles for relevance and accuracy. |
End-users can up-vote / down-vote articles and leave feedback comments. | |
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Personalized Recommendations System suggests relevant content based on the user's role or recent queries. |
‘Freddy’ AI recommends relevant articles to agents and customers. | |
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Localization/Translation Supports multiple languages for multinational customer service teams. |
Multiple language portals and automatic language detection are supported. | |
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Content Usage Analytics Tracks which articles are used most frequently, by whom, and in which contexts. |
Dashboards show article views, likes, and effectiveness. | |
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Content Expiry Notifications Notifies administrators or content owners prior to article expiration. |
No information available | |
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Content Templates Provides reusable templates for standard content types. |
Admins can create canned article templates for FAQs, How-To, etc. |
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CRM Integration Connections with Salesforce, Microsoft Dynamics, or insurance-specific CRM platforms. |
Marketplace apps connect Freshdesk with Salesforce & Microsoft Dynamics. | |
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Ticketing System Integration Ability to link with help desk or case management systems. |
Native linkage between tickets and solution articles. | |
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APIs Available Provides APIs for third-party integrations. |
REST APIs allow CRUD operations on articles, categories, searches, etc. | |
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Contextual Pop-Ups/Overlays Enables context-sensitive suggestions within external platforms. |
In-ticket suggestor supplies contextual pop-ups with relevant solutions. | |
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Telephony Integration Supports CTI or screen pops for call center use. |
Freshdesk includes integrated telephony/CTI screen-pops. | |
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Single Sign-On (SSO) Supports integration with corporate SSO systems. |
Supports SAML 2.0 and OAuth-based single sign-on. | |
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Data Import/Export Options Supports data movement to and from other enterprise systems. |
CSV, API and marketplace connectors provide import/export. | |
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Webhooks Allows system events (like article updates) to trigger external workflows. |
Webhooks can be configured via Freshdesk Automations. | |
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Chatbot Integration Compatible with chatbot solutions for automated support. |
Native ‘Freddy Bot’ and integrations with external chatbots. | |
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Mobile Application Integration Knowledge base access within mobile agent or customer service apps. |
Knowledge base is accessible in the Freshdesk iOS/Android apps. |
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Role-Based Access Control Allows administrators to set user permissions based on job roles. |
Role-based agent profiles and portal visibility settings. | |
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Multi-Tenancy Support Supports segmented access and data for different business units or affiliates. |
Multiple product portals (multi-tenant) supported. | |
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User Activity Tracking Monitors user activity within the knowledge base (logins, edits, searches, etc.). |
Audit log lists article edits, views, and agent activity. | |
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Audit Trails Comprehensive logs for compliance and monitoring. |
System audit logs downloadable for compliance. | |
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Granular Access Restrictions Restricts access to specific articles or content collections as needed. |
Folder/category level visibility and IP whitelisting for articles. | |
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Bulk User Management Onboarding, offboarding, or modification of user roles in bulk. |
Bulk user creation & update via CSV and API. | |
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Delegated Administration Allows local managers to manage users within their scope. |
Super-admin can delegate limited admin rights to group leaders. | |
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Self-Service User Profile Management Users can update their own profiles, roles, and preferences. |
Agents and customers can edit their profiles and preferences. | |
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Temporary Access Permissions Short-term permissions for audits or projects. |
No information available |
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Full-Text Search Searches all content, not just titles or tags. |
Search indexes entire article body. | |
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Natural Language Processing (NLP) Understands user queries in plain language. |
Answer Bot leverages NLP to interpret natural-language questions. | |
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Faceted Search Allows users to filter results using multiple criteria. |
No information available | |
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Search Result Ranking Sorts search results by relevance or usage statistics. |
Results auto-rank by relevance and usefulness. | |
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Auto-Complete Suggestions Suggests terms or articles as the user types. |
Type-ahead suggestions appear in portal search box. | |
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Synonym Recognition Understands synonyms or alternate terminology. |
No information available | |
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Recent and Frequent Searches Enables quick access to recent and frequently searched terms. |
No information available | |
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Saved Searches Allows users to save complex searches for later reuse. |
No information available | |
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Search Speed Average response time for executing user searches. |
No information available | |
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Result Pagination Limit Maximum number of items displayed per page of search results. |
No information available |
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Automated Content Assignment Directs articles to the relevant subject matter expert or team for review. |
No information available | |
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Approval Workflows Multi-step process for publishing or updating content. |
Multi-step approval before publishing is configurable. | |
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Content Review Reminders Automated notifications for scheduled article reviews. |
Scheduled review reminder emails can be set per article. | |
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Escalation Rules Automatically escalates complex queries to specialized staff. |
No information available | |
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Automated Policy Updates Pushes policy/procedure changes to relevant users immediately. |
No information available | |
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Task Automation Automates repetitive knowledge management tasks using scripts or RPA. |
No information available | |
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Workflow Customization Users can build custom workflows tailored to their business processes. |
Automations module lets admins create custom article workflows. | |
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Trigger-Based Notifications Sends notifications based on predefined triggers (article changes, comments, etc.). |
Followers/subscribers receive notifications on article changes. |
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Data Encryption at Rest Stored content is encrypted to prevent data breaches. |
Data stored using AES-256 encryption in AWS. | |
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Data Encryption in Transit Content is encrypted as it moves over networks. |
TLS 1.2 used for all traffic. | |
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Regulatory Compliance Certifications Compliance with relevant standards (GDPR, HIPAA, SOC 2, etc.). |
Freshworks is SOC 2 Type II, ISO 27001 and GDPR compliant. | |
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Custom Data Retention Policies Configurable policies for how long different content is retained. |
No information available | |
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Access Logging Logs of all access to sensitive or restricted articles. |
Access logs available in the security module. | |
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Multi-Factor Authentication (MFA) Requires more than one form of identification for login. |
MFA supported via TOTP or SSO provider. | |
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Content Redaction Tools Automatically removes or hides sensitive information in content. |
No information available | |
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Legal Hold Support Prevents deletion of content under legal investigation. |
No information available |
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Article Performance Dashboard Visualizes the most useful, viewed, and referenced knowledge items. |
Built-in dashboard highlights most viewed & most helpful articles. | |
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User Adoption Reports Tracks engagement and usage across the workforce. |
Analytics tracks agent and customer engagement levels. | |
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Knowledge Gap Identification Identifies areas with insufficient or missing content. |
Reports identify unanswered searches and content gaps. | |
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Custom Report Builder Creates tailored reports combining different data sources. |
Freshdesk Analytics offers drag-and-drop report builder. | |
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Exportable Reports Dashboards and charts can be exported to PDF, Excel, etc. |
Reports export to PDF, CSV and Excel. | |
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Real-Time Analytics Provides up-to-date insights on system and user activity. |
Dashboards refresh in near real-time. | |
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Time to Resolution Calculates the average time taken to answer customer queries using the knowledge base. |
No information available | |
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Search Effectiveness Ratio Percentage of searches that result in successful case resolution. |
No information available |
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Customizable Dashboards Personalized layouts and widgets for different roles. |
Home and agent dashboards can be rearranged and customized. | |
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Mobile Responsiveness Optimized layouts and features for smartphones and tablets. |
Customer portal is fully responsive on mobile browsers. | |
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Accessibility Compliance Meets accessibility standards (WCAG 2.1, ADA) for users with disabilities. |
Freshdesk states compliance with WCAG 2.1 Level AA. | |
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In-Context Assistance Guided tours and tooltips to explain features in the interface. |
Interactive product tours and tool-tips built into the UI. | |
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Theme/Brand Customization Supports corporate branding and custom color schemes. |
Portal themes allow CSS and logo customization. | |
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Bookmarking and Favorites Allows users to save and quickly retrieve key articles. |
Users can ‘star’ favourite solution articles. | |
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Drag-and-Drop Organization Reorganize structure and collections with simple drag-and-drop. |
Categories and folders can be reordered via drag-and-drop. | |
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Performance (UI response time) Average time taken for the interface to respond to input. |
No information available |
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Real-Time Collaboration Multiple users can edit or contribute to articles simultaneously. |
No information available | |
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Internal Messaging/Commenting Conversations about articles and proposed changes within the platform. |
Agents can leave internal comments on solution drafts. | |
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Knowledge Suggestion Box Users can submit ideas or corrections for new content. |
Customers and agents can suggest new articles via feedback forms. | |
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Peer Review Function Assignments for peer review before publishing content. |
Articles can be routed for mandatory peer review before approval. | |
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Task Assignment & Tracking Assign and monitor progress on related knowledge tasks. |
No information available | |
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Comment Moderation Moderate and manage feedback and comments before visibility. |
Article comments can be moderated or disabled. |
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Concurrent User Support Number of users who can use the system at the same time. |
No information available | |
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Content Capacity Maximum volume of articles or documents the system can handle. |
No information available | |
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Uptime Guarantee Percentage of time the system is operational and available. |
No information available | |
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Load Balancing Distributes system traffic to ensure smooth experience under heavy use. |
Hosted on AWS with ELB load balancing. | |
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Geographic Replication Content replication across regions for disaster recovery or speed. |
Data centers in multiple regions with cross-region replication. | |
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Automated Scaling Automatically increases/decreases resources to meet demand. |
Kubernetes-based auto-scaling environment. | |
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Backup Frequency Frequency with which system data is backed up. |
No information available | |
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Disaster Recovery Time Objective (RTO) Target restoration time after a disruptive event. |
No information available |
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