Marketplace Navigator: App Recommendations for Streamlining Workflows with Issue Tracking and Alerts
In our rapidly evolving, tech-driven world, we understand that businesses require products that offer extensibility and customizability. At Freshworks, you can customize and enhance your Freshworks product experience to suit your unique business needs through apps and integrations from the Marketplace. In the Marketplace Navigator blog series, we have consistently highlighted the top apps that extend your Freshworks experience. Some of our previous blogs were around agent productivity, communication, and automation. In this blog, we will explore app recommendations for streamlining workflows with issue tracking and alerts.
Mercado Libre app seamlessly integrates the popular e-commerce giant MercadoLibre with Freshdesk. This integration automatically creates tickets in Freshdesk whenever a MercadoLibre event occurs. Agents can further access all the essential information about products and orders right within Freshdesk, eliminating the need to switch between platforms. They can also track various events, including questions posted on product pages, purchases, post-sale messages, claims, and more.
Trello app creates and links Freshdesk tickets into Trello cards. This tool seamlessly enables support teams to create Freshdesk tickets and update the status from Trello cards, improving issue resolution.
For organizations using JIRA for issue management, the Atlassian Jira Plus integration for Freshdesk is a game-changer. This integration allows users to create and associate JIRA issues with Freshdesk tickets. By syncing ticket statuses and comments from JIRA to Freshdesk in real-time, both engineers and support teams can have a 360 view of the overall ticket, the issue at hand, customer expectations, and ticket status.
The Kanban Board app is designed to offer a visual and intuitive view of ticket properties within Freshdesk. It simplifies the process of changing the status of Ticket properties. In addition to that, it displays tickets in a unified view, with each ticket represented as a card that shows the Ticket ID, Subject and Short Description, Due Date, and more. Overall it enables agents to track, prioritize, and change ticket status easily.
Azure DevOps-Freshdesk Integration
The Azure DevOps-Freshdesk Integration enables agents to manage work items in Azure DevOps directly from Freshdesk. Directly from Freshdesk agents can create new work items in Azure DevOps, link Freshdesk tickets with related work items, engage in discussions related to work items, and more.
The Reopen Ticket app is designed to seamlessly integrate into the Freshdesk ticket sidebar, to allow users to schedule ticket reopening actions. With this app, agents can schedule to reopen a ticket as per their preferred date and time along with custom reminder content.
The GitHub-MintUI Integration combines the features of Freshdesk with the GitHub repository. When customers reach out to support agents to report software bugs, agents can create issues in GitHub and track them from within Freshdesk, improving communication and collaboration between development and support teams. The integration also has features that enable two-way sync, linking multiple tickets to the same GitHub issue, unlinking tickets from their GitHub issues, and more.
The Asana-Freshdesk Integration simplifies task management by allowing users to create Asana tasks directly inside Freshdesk. It enables the linking of existing Freshdesk tickets to Asana tasks and bridges the gap between customer support and task management.
For businesses that are heavily reliant on email communication, the Email Tracking for Freshdesk app is a game-changer. This powerful tool empowers agents to monitor client engagement, providing valuable insights into which clients are active email users. It enables agents to track emails sent through Freshdesk, receive real-time notifications for ‘read’ emails, and predict tickets that demand immediate attention. Moreover, agents can apply ‘seen’/’unseen’ tags to tickets and benefit from numerous other features. However, it’s important to note that this app can exclusively track tickets (emails) initiated by customers, not agents. In cases where an agent initiates the conversation, email tracking will be unavailable until a follow-up is sent after the requester’s initial email.
Issue tracking and alert apps play a crucial role in enhancing customer support by streamlining processes, improving collaboration, and providing a holistic view of customer interactions. By choosing the right app or a combination of apps you can extend and enhance your Freshdesk capabilities. To explore marketplace apps, head over to the Freshworks Marketplace today!