Freshchat offers a suite of additional tools designed to streamline your chat management process, enhance efficiency, and elevate your customer interactions. You can explore them on the right side of the page.
Contact Info
You can find the basic contact information like phone number, email address, and address. Keeping your customer's contact information up-to-date helps us reach them promptly and deliver a seamless support experience. Add or update their email and phone number for efficient communication.
Freshdesk
In Freshdesk, you can create a ticket to manage and resolve customer issues that require advanced assistance beyond what an agent can provide. For complex issues, such as technical problems or feature requests that may need input from developers or specialized teams, tickets serve as a way to escalate and track these requests efficiently.
Best practices to create a new ticket
Identify the Issue: If an issue is too technical or outside the scope of immediate resolution, consider it a candidate for escalation.
Create the Ticket: Log the ticket with detailed information about the customer’s issue, including any relevant error messages, screenshots, or steps to reproduce the problem.
Assign to the Right Team: Direct the ticket to the appropriate team—such as the development team for bug fixes or the product team for feature requests—ensuring that the issue reaches the right people quickly.
Remember: Creating tickets allows for a structured approach to handling issues that require specialized support, ensuring a smooth experience for both customers and support teams.
Chrome Extension
A browser extension that adds functionality to the Chrome browser, such as quick access to specific tools or features.