Break the wall between Support and Development teams
Bring your support and development teams closer, collaborate better, and resolve customer issues faster.
Developers gain direct context of customer conversations with the support agent and can deliver results faster as part of an integrated team.
Dev and support teams have all the context they need in one screen and can reduce the turnaround time, decreasing the feedback loop timeframe.
Save time and effort by staying away from the pain of integrating multiple tools. Manage all your data in one ecosystem with ease.
I’m Bill. I'm a support agent who just received a customer complaint. I analyzed the problem and understood I need help from the development team to resolve it. Email is the only method at disposal. Is there a faster way to flag it to the engineering team to fix it as soon as possible.?
Solution: Link support tickets to Freshrelease bugs within Freshdesk.
I'm Thomas. I’m a support agent who keeps receiving great feature request ideas from customers. I analyzed a request and want to pass on the same to the dev team. I emailed it to them. Is there a better way to keep tabs on such requests?
Solution: Raise it as a feature request to Freshrelease within Freshdesk
When a support agent needs to report a bug, they can easily link a support ticket to a bug in Freshrelease right within Freshdesk. Easily link support tickets to an existing bug or create a new one for the same.
Agents can create a bug or link an existing bug to the associated support tickets. They can also see important development details of the bug right within Freshdesk.
Developers can keep track of all the tickets linked to dev tasks raised in the past. A task can be a bug, user story, or an epic in Freshrelease. Developers can see important details of the associated ticket.
Developers can gain the complete context of the ticket by viewing conversation between the support agent and the customer to understand customer pain points better.
The support agents do not have to reach out or ping developers to follow up on status updates, whenever a dev task has a status change in Freshrelease, a quick private note is automatically sent to keep them updated.
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