Freshdesk is a customer support ticketing system that includes a range of ticketing tools such as ticket prioritization, service level agreements, native internal communication between collaborating agents, automated suggestions for ticket solutions and in-depth customer support analytics.
Wrike is a cloud-based collaboration and project management software that scales across teams in any business. It allows companies to gain visibility, simplify their planning and streamline their workflow, giving them a better chance at long-term success, clarity, and insights.
Popular Use Cases
Bring all your Freshdesk data to Amazon Redshift
Load your Freshdesk data to Google BigQuery
ETL all your Freshdesk data to Snowflake
Move your Freshdesk data to MySQL
Bring all your Wrike data to Amazon Redshift
Load your Wrike data to Google BigQuery
ETL all your Wrike data to Snowflake
Move your Wrike data to MySQL
Freshdesk's End Points
Create, view, and/or modify information associated with one of your support agents, including their contact information (name, email, phone number), their permission level and which customer support group they belong to. You can also see if the agent is currently available to take a ticket and how long they have been available for so that you can assign tickets to appropriately.
Retrieve and update information about replies and notes associated with tickets, including the full text of the reply and the IDs of the agents, customer and support ticket associated with the conversation. This will not only allow you to integrate the full content of a support interaction into your customer support analytics but also allow Freshdesk to provide deeper analytics with regards to support agent performance.
See an array of information about a support ticket, including the customer that submitted the ticket, the source they submitted it from, the assigned agent, the content of the support request and the priority that Freshdesk has assigned that ticket. This, along with data about the type of support issue that the ticket is addressing, will allow you to more effectively assign the right members of your support team to the right tickets.
View data about a contact that has created a Freshdesk support ticket. This includes both basic contact information - like their name, email address, and social media ID - and information that will help you to more effectively assign the right agents to meet that contact’s needs, such as their preferred language, their associated tags and what other tickets they have submitted.
Wrike's End Points
For account-specific insights, you can also search among all tasks in one account. This can help focus your search and quickly understand the strengths and weaknesses of each of your accounts.
If you need an important piece of company-wide information, you can search among all tasks in all accounts. This function can help you extract big-picture project insights with just a few clicks, allowing you to prepare your data for analytics.
Search among tasks in a specific folder for highly targeted data and insights. Then, combine this information with data from other business-critical data sources to understand it more comprehensively.