BrightReps Sidekick™ enables customer support teams to build, use, and measure their process flows in a streamlined way. Flow Builder - From the Admin Portal, managers can build, download, and publish process flows and decision trees for agents to follow right from the Freshdesk ticket. Integrated Workflows - Sidekick is your knowledge base of processes that is searchable and suggests workflows based on ticket criteria. When Sidekick loads, it searches for matching records in other systems using the customer email, giving your agents a complete 360 view of the customer. From there, agents are guided through the appropriate resolution process, including integrated steps which eliminate the need to toggle across multiple browser tabs. This saves your agents time on every ticket, and it can significantly reduce your onboarding & training costs. Current integrations include Freshdesk, ShipStation, Shopify, Slack, GitHub, Stripe, Bitly, EasyPost, Pivotal Tracker, Wrike, Rebrandly, Salesforce, and much more. Process Analytics - As reps work from Sidekick, managers are able to view process analytics including heat maps of step completions, average time per step, and agent feedback to continuously measure and improve their processes. This includes access to a real-time work dashboard for viewing in-progress and recently completed work, to help identify and unblock bottlenecks. For more information, check out https://www.brightreps.com/freshdesk?utm_source=freshdesk or send us a note at firstname.lastname@example.org.