Omnichannel support, automated ticket routing, secure client communications, SLA management, knowledge base, collaboration tools, customizable workflows, and reporting capabilities that meet financial industry compliance requirements.
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
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Ticket Creation System allows staff or clients to open new support tickets. |
Ticket creation is core to any help desk; Freshdesk provides staff and client-facing channels for opening new tickets. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Freshdesk supports ticket assignment, both automated and manual, as part of its workflow engine. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Ticket prioritization options are included in workflow customization and SLA features. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Ticket categorization by issue type, department, etc. is provided in Freshdesk. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Status tracking is a built-in feature, showing ticket states such as open, in progress, resolved, closed. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
Bulk ticket editing is available in Freshdesk’s interface for mass actions. | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom ticket fields are supported to capture additional data relevant to finance-specific use cases. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
The solution supports ticket merge and split operations for efficient case management. | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Ticket templates can be used for common scenarios, supporting agents to quickly create new tickets with predefined data. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated ticket routing is explicitly described as a Freshdesk feature for queue management. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Attachment support is available for ticket enrichment (screenshots, documents). | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Automated notifications of ticket updates and status changes are standard in Freshdesk. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Full audit log and ticket activity histories are part of Freshdesk's ticket timeline. |
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Email Integration Two-way ticket communication via email. |
Freshdesk provides bi-directional email integration for ticket management. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Real-time chat (Freshchat) can be integrated as part of the omnichannel suite. | |
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SMS Notifications Notification and response support via SMS. |
SMS notification support can be enabled through integrations. | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
Phone call interactions can be logged using the Freshcaller integration. | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
Social media (Twitter, Facebook) integration is part of Freshdesk’s omnichannel features. | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses can be configured in workflows (canned responses/auto-acknowledgements). | |
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Multi-language Support Supports communication with clients in multiple languages. |
Freshdesk supports multi-language communication and multilingual portals. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Web-based client portal for ticket submission/tracking is provided. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
CSAT survey feature allows feedback collection at ticket close. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
SLA communication (alerts when approaching breaching SLA) is a standard function. |
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CRM Integration Direct integration with customer relationship management systems. |
CRM integrations with Salesforce, HubSpot, and others are available. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Well-documented REST APIs are provided for custom integration. | |
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Webhooks Support for outbound event notification via webhooks. |
Webhooks are supported for outbound event notifications. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Knowledge base integration is included; agents can link articles to tickets. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Single sign-on with SAML and Active Directory is available. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Calendar integration (Google & Outlook) is supported for scheduling. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
BI integrations and exports to reporting tools are supported via API and app marketplace. | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Freshdesk Marketplace offers third-party chatbot integration. |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment is driven by skills, load, or workflow rules. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflow configuration is a core offering, using scenario automations. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macros/templates for quick actions and responses are available. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules can be defined for SLAs and time limits. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic SLA enforcement is fully supported in the product. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Duplicate ticket detection provided in certain subscription tiers. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled actions (e.g., notifications, reminders) are available via workflow. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows can be created using automations and custom rules. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Follow-up reminders are supported as agent and workflow notifications. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Workload balancing is driven by auto-assignment logic in Freshdesk. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboard widgets show SLAs, ticket counts, and other metrics. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report builder allows users to assemble dashboard and downloadable reports. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Exports to CSV, Excel, PDF supported; data export is available per report. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Scheduled reporting is available to email regular analytics to stakeholders. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent performance metrics including resolution time and satisfaction score are tracked. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
Customer Satisfaction (CSAT) surveys are integrated with reporting. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Analytics supports trend analysis on volume, types, and channels of tickets. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
Freshdesk uses TLS and at-rest encryption; documentation states End-to-End Encryption compliance. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control provided at agent, supervisor, and admin levels. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Audit logs available for ticket and administrative actions. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
GDPR and CCPA compliance tools (consent management, right to erasure, etc.) are documented. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Configurable data retention and purging policies for ticket data. | |
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Two-Factor Authentication Supports 2FA for platform access. |
2FA is supported for platform users. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP whitelisting is available in enterprise security options. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout controls are configurable in admin settings. | |
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Data Masking Sensitive client info is masked in UI and exports. |
Sensitive data masking is available in ticket views and exports. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response policies, breach monitoring, and reporting included via audit logs and admin tools. |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Freshdesk has a responsive web UI for desktop, tablet, and mobile browsing. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Customizable dashboards for agents and team leads are present. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk ticket actions available from ticket lists. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
Keyboard shortcuts are documented for common productivity tasks. | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
Dark mode is available in the UI as an agent preference. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Freshdesk follows WCAG guidelines for accessibility. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search bar searches tickets, clients, and articles. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
Freshdesk emphasizes ease of use and intuitive navigation flows. | |
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Notification Center Centralized alert and reminder system for all events. |
Centralized notification center available in the product interface. |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated knowledge base with search, FAQ, and guides. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
AI-powered article suggestions are offered in higher tiers. | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Self-service portal for clients to find solutions and raise tickets. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
Community forums offered as part of the broader Freshworks community or as a module. | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article usage analytics are part of the knowledge base package. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Article feedback (rating, comments) is enabled for user quality assessment. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Knowledge base supports version history for articles. | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual knowledge base capabilities are present for global clients. |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Custom logo and color theming are enabled for brokerage branding. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domain (branded portal URLs) is available with subscription. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Customizable email templates for notifications are supported. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields can be defined for capturing brokerage-specific data. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
Full white-labeling for client-facing elements is part of branding options. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflows (brokerage-specific) can be built in workflow engine. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization (language, date/time) settings are configurable. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Freshdesk is a cloud/SaaS solution with secure multi-tenant deployment. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
Not as far as we are aware.* On-premise deployment is not generally available for the SaaS version. | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
Service redundancy and failover provided across distributed cloud infrastructure. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Disaster recovery plans are in place and tested as part of security compliance. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Platform is horizontally scalable via cloud infrastructure. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Mobile apps for iOS and Android are available for agents and clients. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance windows can be configured for system updates with advance notice. |
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24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 vendor support is available on enterprise plans. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account manager is included for enterprise customers. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation support is part of onboarding for new customers. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training materials and live/recorded sessions offered for agents/admins. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Migration assistance is offered for transitioning from legacy systems. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development services are available on request or via partner network. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Comprehensive knowledge base/help center is included for self-service. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
Community support forums available within Freshworks Community. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
SLAs for response and resolution times defined in enterprise-level support contracts. |
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