About Freshdesk
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.
About Pendo
Pendo is a cloud-based software-as-a-service (SaaS) platform that integrates your application and webpage usage analytics with feedback, guidance, and communication from end-users. The solution empowers you to understand the way customers are using your product, how they feel about it, and what their experiences are like without overburdening your engineering team. Pendo provides your development team with the insights they need to dramatically improve applications, websites, and user experiences. The platform also keeps your customers informed about product enhancements and key developments as you release them.
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 Pendo data to Amazon Redshift
Load your Pendo data to Google BigQuery
ETL all your Pendo data to Snowflake
Move your Pendo data to MySQL
Freshdesk's End Points
Freshdesk Agents
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.
Freshdesk Conversations
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.
Freshdesk Tickets
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.
Freshdesk Contacts
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.
Pendo's End Points
Pendo User Metrics
Pendo includes tools to track metrics on total web traffic, user engagement, session length, per session page views, scrolling behavior, bounce and rates, conversion figures, standard user actions, actions that lead to conversion, and more. Pendo also monitors where your traffic is coming from, how people enter your site, and at which point they leave. Then it presents the data in elegant, easy-to-understand visual reports.
Pendo User Sentiment Surveys
Pendo allows you to deploy NPS and polls directly to users in-application to produce better and more accurate results. You can target specific users based on product interactions or user characteristics to obtain the specific feedback you require. Pendo's user sentiment surveys empower you to combine survey responses with user behavior data to gain a more three-dimensional understanding of your customers. By merging quantitative and qualitative survey data, you'll gain a clearer picture of what pleases and displeases users to reveal actionable opportunities to adjust your products for improved customer conversion, increased retention, and more profitable business results.
Pendo Integrations
Pendo offers built-in ETL (extract, transform, load) connections to integrate with a wide variety of platforms such as Slack, Segment, Fivetran, Fullstory, LaunchDarkley, Google BigQuery, DOMO, Drift, Looker, Amazon Redshift, Salesforce, UserVoice, WordPress, Zapier, Zendesk, and more.
Pendo Product Improvement Roadmapping
Pendo includes tools to coordinate your team around a central planning roadmap informed by the metrics and insights the platform generates. Roadmapping features include the ability to visualize your product development strategy and organize your plans around product enhancements, timeline, team, and market segment. You can also manage which teams can access different views of the plan, and streamline views for stakeholders so they're overload with information. Pendo's drag-and-drop functionality empowers non-tech-savvy users to create and manage roadmaps.
