Prioritize, categorize, and assign tickets so you never lose track of them.Explore ticketing
Ensure that multiple agents don’t wind up working on the same ticket by accident.
Set deadlines for ticket response and resolution based on different business hours or categories.
Automatically suggest ticket fields to categorize, prioritize, and route incoming tickets.
Prevent reopening of tickets when customers respond with a thank you.
Create custom statuses that suit your workflow to identify what stage a ticket is in.
Perform multiple actions on a ticket with a single click by automating repeated actions.
Provide quick, consistent responses to common questions by creating preformatted replies.
Work together as a team to quickly and efficiently solve customer problems.Explore collaboration
Collaborate with any expert from within or outside your organization to resolve complex issues faster.
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Unify and manage all support-related communications from multiple channels on a single platform.Explore omnichannel support
Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.
Set up a fully functional call center and record and track calls by converting them into tickets.
Engage, support, and retain customers through live chat.
Integrate your company’s Facebook page and manage it from within the helpdesk.
Let customers raise tickets from your website and display related knowledge base articles as they type.
Engage your customers instantly through WhatsApp and resolve their queries faster.
Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.Explore automations
Automatically assign tickets to agents and groups based on keywords, requester or properties.
Assign tickets to agents based on their current workload, skill or using the round robin method.
Execute maintenance activities on tickets based on the time lapsed since an event happened.
Implement one or more actions on specific tickets as soon as an event happens.
Notify customers and agents automatically about the changes happening in their ticket.
Auto-assigns emails, chats and calls to your agents based on their available bandwidth to support customers faster
Create a self-service experience for customers with a knowledge base and forums.Explore self-service
Deliver instant and precise answers to your customer's questions for faster resolutions.
Show helpful solutions based on where your customers are — on your website, mobile app, or even chat!
Allow relevant solutions to pop up for customers, saving time for your agents and customers.
Let agents convert their ticket replies into knowledge base articles, as they reply.
Writers will be notified automatically about feedback on their articles so they can implement them.
Monitor article metrics like number of views, likes, and dislikes. Reset metrics when the article is revamped.
Set up moderation workflows to ensure posts violating your guidelines don't go live immediately.
Convert critical issues raised in the community into tickets so they get the required attention.
Identify problems, plan based on metrics, and improve helpdesk performance.Explore analytics
Understand how different agents and groups are performing based on various helpdesk metrics.
Gauge how customers feel about your support using customer satisfaction reports.
Monitor your helpdesk using real-time data about tickets, trends, and groups.
Schedule default and custom reports so that you can receive them in your inbox periodically.
Customize the widgets in your reports to exhibit the look and feel of your brand.
Customize your workflows, customer portal, agent roles, and more to make the helpdesk truly yours.Explore customization
Customize the look and layout of your support portal with full CSS customization and ready-made themes.
Give differential permissions for access and actions according to the roles and responsibilities of agents.
Collect information important to your business by adding and modifying the ticket form fields.
Use your own vanity URL for your support portal and provide a seamless customer experience.
Build and integrate custom apps to carry out workflows that are unique to your business.
Create and manage custom objects, bring in all the business-critical information unique to your organization right inside your Freshdesk.
Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems, and regulatory compliance to protect our product and platform.Learn more about Freshdesk security
Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.
Whitelist IP ranges, restrict login access outside of work, or create secure and exclusive access for agents to log in from anywhere by linking IP whitelisting to a VPN (virtual private network).
Let agents and users log in to Freshdesk using their other accounts by setting up a single sign-on (SSO) script to authenticate their credentials.
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