Ticketing channels in Freshdesk Omni help you handle customer requests from different sources in one place, keeping things organized and easy to manage. Here's a list of the different ticketing channels you can use to manage support in Freshdesk Omni:
Email Ticketing
With Freshdesk Omni, you can effortlessly manage support through email. Here’s how it works:
Default Support Email: Say your company name is Acme. When you sign up, Freshdesk gives you a default support email like support@acme.freshdesk.com. Any email sent to this address automatically becomes a support ticket.
Add More Emails: You can add other emails in Freshdesk Omni, like billing@acme.com or bugs@acme.com. This helps different teams (groups) or departments manage support separately.
Easy Replies: When you reply to a ticket, the response will come from the email address where the ticket was received. For example, if the ticket came to billing@acme.com, the reply will also come from billing@acme.com.
Seamless Customer Experience: The end customer doesn't realize your company uses Freshdesk. All communications come directly from your company’s email addresses, ensuring a smooth and professional support experience.
Learn more about Email Ticketing
Learn about Using Custom Email Servers to Configure Email
Help Widget
Help widgets are handy tools you can add to your website or product to make it easy for users to get help.
Here’s how they work:
Quick Answers: Users can open the widget to find answers from your solution articles.
Contact Forms: If they need more help, they can fill out a contact form.
Support Requests: They can also submit a support request directly through the widget.
When customers need assistance, they can open the widget to find what they need or ask for help.
Learn more about the Help Widget.
Portals
The portal is where your customers can do a lot to help themselves and get the support they need. Here’s what they can do:
User Registration: Customers can create and manage their accounts, giving them personalized access to support resources and their service history.
Comprehensive Self-Help: They can explore a vast Knowledge Base to find solutions independently, reducing the need for direct support.
Community Interaction: Customers can join Forums to ask questions, share their experiences, and help each other, creating a supportive community.
Submit Tickets: Customers can submit support tickets directly through the portal, providing detailed information about their issues.
Customization: You can customize your portal with your logo, favicon, and brand colors for a seamless and recognizable customer experience.
You can also create multiple portals to manage different products or tailor the experience for client segments, such as clients with different languages or VIP clients.
Learn more about Portals.
Learn more about Customizing your Portal.