In today's fast-paced and competitive business landscape, providing exceptional customer support is no longer a luxury, but a necessity. While you use Freshworks products to deliver exceptional customer experience, Freshworks Marketplace brings together a host of apps for all your integration, customization and automation needs with Freshworks products.

We are excited to kick start the Marketplace Navigator blog series that brings forward a specially curated list of apps to help you easily navigate through the Marketplace apps. In each edition, we’ll cover details about some key apps under a theme. This month's edition covers the best-suited agent productivity apps you can install to empower your support team to deliver enhanced customer experience.

Ticket Parsing App

In today's multi-channel digital world, companies receive a high volume of tickets each day. Manually sorting through tickets can be a tedious and time-consuming task. This is where apps like the Ticket parsing app come into play. The Ticket Parsing App is an innovative tool designed to streamline the ticket processing workflow within Freshdesk. With its advanced parsing capabilities, the app can automatically extract relevant information from incoming tickets, such as customer details, issue descriptions, and priority levels. This information can then be used to categorize and route the ticket to the appropriate team or agent, ensuring that it is handled quickly and efficiently.

For instance, every e-commerce ticket contains a contract number that needs to be associated with it. The Ticket Parsing app is designed to search for a specific pattern of the contract number within the subject or description of the ticket. Once the pattern is found, the app automatically updates the contract field of the ticket. This process eliminates the need for manual entry and saves valuable time for the agent.

Advanced SMS Alerts

Customers often expect prompt and regular updates regarding their queries or issues. Instant communication helps build customer trust and loyalty. In Freshdesk, agents can use the Advanced SMS Alerts app to enable pre-set actions that trigger certain automation when distinct criteria are met. The automation includes sending an SMS using Twilio, MessageBird, or ClickSend, replying to the ticket, adding a tag to the ticket, setting ticket priority, and more. 

Some use cases for customers include receiving an SMS or a WhatsApp message when a ticket is updated or resolved, getting an email notification when the status of the ticket changes, and more. Use cases for agents include adding a row to Google Sheets when a new ticket is created, sending a Slack message when a ticket is created, and more. Overall, the app can be used as a two-sided model where both the agent and customer are updated at every touchpoint in the support cycle.

Attachment Manager

Attachments play a crucial role in customer support, as they often contain vital information that can help agents resolve issues quickly. However, managing attachments can be tedious, especially for companies that receive a large volume of tickets. The Attachment Manager app makes this process a lot easier by providing a central location to manage all attachments.

The Attachment Manager app removes the hassle of having to manoeuvre over multiple windows and files to find one attachment. With the app, agents can access all the ticket attachments in one common location allowing them to add, remove, or download with a few clicks. Alternatively, the app allows agents to search and preview attachments without having to download them, saving time and effort. 

Asana Connect

Managing a high volume of support tickets can be a daunting task. However, the Asana Connect app can help agents handle tickets more efficiently by automatically creating tasks in Asana from Freshdesk tickets.

With the Asana Connect app, agents can create tasks directly from tickets, assign them to team members, set due dates, and add comments. This ensures that everyone is on the same page and working towards a common goal. Additionally, agents can track the progress of tasks and monitor their completion status, allowing them to prioritize work.

Trello

Project management apps like Trello can enhance agent productivity in Freshdesk by providing a centralized platform for task management, collaboration, and communication. 

The Trello app helps streamline support ticket management by automatically creating Trello cards from Freshdesk tickets. It also enables agents to create cards directly from tickets, assign tasks to team members, set due dates, and synchronize ticket priorities for quick resolution of tickets. The app ultimately enhances Freshdesk's capabilities by promoting better cross-functional collaboration.

Google Analytics

Tracking user behavior is crucial for any website or application as it provides valuable insights into how users interact with the platform. Integrating Google Analytics with Freshdesk can help agents track customer behavior at every touchpoint on support pages as it provides them with real-time reporting, custom dashboards, event tracking, page tracking, and other useful features. 

Some use cases of the app include identifying the most popular section of the support portal, tracking the performance of solution articles on pages, and more. Overall, the app can help agents make several data-driven decisions that enhance customer experience. 

Office 365

Agents may want to instantly access and respond to tickets on Outlook to enhance their workflow and productivity. That is where the Office 365 app for Freshdesk comes in handy. The app allows users to perform a range of activities including changing ticket priority, assigning new agents, updating ticket status, and more directly from Outlook without logging into Freshdesk. Additionally, the app allows agents to forward Freshdesk tickets to other agents as per the conditions under the Dispatch’r or Observer rule. Overall, this app can streamline workflow and improve productivity by eliminating the need to switch between different applications constantly.

Parent-Child Field Sync

Customers who have multiple issues or requests related to a single topic may create several tickets that are related to each other. To create a seamless customer experience agents need to track the parent ticket, and manually update the same fields in the child tickets to ensure consistency and accuracy. This can often be a tedious process prone to the risk of human error. This is where the Parent-Child Fields Sync app comes in handy. 

The Parent-Child Field Sync app for Freshdesk is designed to automatically sync fields between parent and child tickets to avoid the tedious and error-prone task of manually updating fields. The app allows users to choose which fields to sync between parent and child tickets, including both default and custom fields. This ensures that changes made to the parent ticket are automatically reflected in the child tickets. 

Customize From Email Address

The Customize from Email Address app for Freshdesk allows agents to customize the "From” email address of all the outgoing emails sent from Freshdesk. This app helps agents set a list of selected 'From' email addresses based on default or custom drop-down fields. It enables them to quickly select the appropriate email address when replying to or forwarding emails, which saves time and increases productivity.

The Freshworks Marketplace provides a wealth of apps to help enhance the customer support experience. The apps we've highlighted in this blog series can help support agents increase their productivity, streamline support processes, and provide a better customer experience. Head over to the Freshworks Marketplace and start exploring these apps today!