Freshdesk Customer Success brings all of your customer tasks together in one place, where you can understand priorities, keep track of the next steps, and collaborate more effectively as a team. Goals & Tasks reporting and analytics give you visibility into where and how your team is spending their time.
Freshdesk Customer Success' task framework is as familiar as a to-do list and more versatile than many dedicated project management systems.
Organize Your Work
Freshdesk Customer Success keeps you organized, allowing you to centrally manage all of your customer-related items, including alerts, milestones, and tasks.
Quickly see open items, active alerts, upcoming milestones, and more. Group your tasks by due date, priority, customers, and a host of other views to help you work faster. Go even further by adding custom tags to organize your work any way you like.
Prioritize and Plan
Keep customer tasks on track without last-minute surprises. Specify the number of days to complete a task and Freshdesk Customer Success' smart scheduling system will update your due dates accordingly.
Set Clear Responsibilities
Lengthy customer Goals can require contributions from different members of your team. Freshdesk Customer Success lets Customer Success teams distribute the ownership of a multi-part Goal, making next steps and individual responsibilities clear and transparent. Sub-tasks and milestones can be assigned to different CSMs, and it’s easy to reassign work from one person to another.
If a sub-task becomes a bigger endeavor, it can be promoted to a full task with its own priority and a set of underlying tasks. When a promoted task is closed, it will automatically update the originating Goal, ensuring that your team’s overall progress is complete and up-to-date.
Collaborate with Context
Add comments to alerts, goals, and tasks so important notes don’t get buried in emails or spreadsheets. Attach relevant files and keep supporting docs connected to the tasks at hand. Whether you’re returning to a previous Goal or transferring a task to someone else, Freshdesk Customer Success helps keep you and your team on the same page.
See Team Performance
Freshdesk Customer Success' task reporting and Goals analytics help you understand team progress and efficiency so you can make quick adjustments and limit tedious status updates.
Understand Your Team's Workload
Cut down on time-consuming check-ins with your Customer Success team. See your team’s progress at a glance, so you can quickly get a sense of the amount of outstanding, upcoming, and overdue tasks.
When you need more context, you can easily drill into task details to see what’s happening with each CSM or customer account. Want to see all open tasks that were created in the last two weeks for a particular customer? No problem, customizable filters help you focus on a subset of tasks as well as particular timeframes.