Kiran Darisi about 6 months ago 10 Comments
How we scaled Freshdesk (Part I) – Before Sharding
The second part of this story explains how sharding was performed and the technique of rebalancing used. Read the...
Aishwarya Hariharan about 6 months ago 3 Comments
Stepping out of office? Here are 4 hacks to ensure seamless support
Being a support superhero is hard work. Not only do you have to have the patience of a saint...
Aishwarya Hariharan about 7 months ago 1 Comment
Freshdesk for iOS: Everything you love, pocket-sized
If there’s one thing we hate doing, it’s saying “not just yet”. Which has gotten us into more trouble...
Andrew Reeve about 7 months ago 0 Comment
Honest Brew and Freshdesk: Beers, bars and blissful customers
Andrew Reeve is the Founder of Honest Brew, makers and finders of good beer from the UK.  Honest Brew...
Ramesh Ganapathy about 7 months ago 9 Comments
Four weeks with Freshfone: the story of how it improved our support process
Sometime back in December, we got a new toll-free number for our support hotline. After testing it out for...
Girish Mathrubootham about 7 months ago 9 Comments
Believing in your employees
Managing people is hard. A lot of times you have to take decisions that are not based on data...
Girish Shenoy about 7 months ago 7 Comments
The One Number That Matters in Customer Support
Customer support has evolved a lot over the years. We know we say this a lot, but it really...
Aishwarya Hariharan about 8 months ago 3 Comments
4 personalization lessons we learnt from our customers
To most people, portal customization isn’t very high up on their list of priorities. After all, if your support...
Aishwarya Hariharan about 8 months ago 8 Comments
How to not sound like a robot in your email notifications
Automated email notifications are the bane of my life. I understand they’re necessary, but I have difficulty seeing reason...
Girish Mathrubootham about 8 months ago 23 Comments
What’s new in our kitchen – February Feature Roundup
A whole new year has arrived, National Oatmeal month has passed and February is here. We have been sparse...
Aishwarya Hariharan about 8 months ago 0 Comment
Should you hire your next support rep? 5 warning signs that mean you’re understaffed.
For a support superstar, nothing can make a day like a happy customer. But analytics and reports exist for...
Girish Mathrubootham about 9 months ago 2 Comments
Introducing Freshservice, our new ITIL Service Desk Product
I’m super excited and proud to announce Freshservice – a brand new product from Freshdesk, which is an online...
Girish Mathrubootham about 9 months ago 23 Comments
Why we are not afraid of Microsoft
In a recent post, Forbes columnist Gene Marks predicted that Microsoft just put Freshdesk and a few other companies...
Girish Shenoy about 9 months ago 3 Comments
Silence of the Customers: Why some posts go unnoticed
Every now and then, we write a blog post that doesn’t get any response at all. We carpet bomb...
Alan Berkson about 10 months ago 6 Comments
5 Trends in Customer Service for 2014
You can feel it. The role and nature of customer service is changing. Looking back on 2013 we have seen...
Anjana about 10 months ago 5 Comments
Our favorite moments of 2013
P.S. Happy New Year.
Aishwarya Hariharan about 10 months ago 17 Comments
Crime never sleeps and your support shouldn’t either – Introducing Freshdesk for Android
“The probability of receiving a support request is directly proportional to the direness of personal situation” – Murphy’s Law...
Aishwarya Hariharan about 11 months ago 1 Comment
Fresh Smiles: Have Great Support? Show it off!
Showcasing your support ratings to the world is like inviting people to take a peek at your journal. Truth...
Daniel Valencia about 11 months ago 0 Comment
Levers: Bringing Fluidity to the Freshdesk portal
If the Zappos’ and Apples of the world have taught us anything, it’s that a customer or user should...
Aishwarya Hariharan about 11 months ago 13 Comments
Eating Fresh Dog food – why we took a hiatus from our blog
We aren’t really known to write calm and placid stories here in the Freshdesk Blogs. In fact, we pride...