Deactivate agents leaving the system by retaining all of their contributions.
Enhance the setup of the custom mailbox with these improvements to the email channel.
Receive exports of individual timers for events to connect to your BI tools for AHT.
Harvest users on the basic auth can move to 2FA to continue using the app.
Proactively track any outbound email failures for your Freshdesk account via in-app and email notifications.
Use default filters or custom drop-down fields to search for tickets.
Upload translated labels for your custom object names and field labels in Freshdesk.
Sort canned responses by necessity within folders for ease of analysis.
Get a warning message whenever the call quality is poor.
Configure ticket threading identifiers to avoid the wrong ticket getting appended to an existing ticket.
All emails sent to customers via automation rules will appear as notes on the ticket.
Have a guided experience while configuring the custom mail server with help of assists.
Manage agent load and set the assignment preference for tickets.
Restrict specific file types while sending and receiving ticket responses.
Your customers can filter tickets based on the default and custom fields visible to them on your Portal.
Click on the ‘Help’ icon to access our product updates, Help Center, Refresh Community, or reach out to Freshdesk support from any page within your Freshdesk.
Create formulas that are unique to your business needs using any arithmetic operators on top of existing metrics
Connect your Freshdesk and Microsoft Teams accounts and bring dispersed teams together.
Avoid repeated documentation work and make calls instantly to restricted countries.
Use Account360 segmentation to highlight an event in the customer lifecycle & send NPS to a targeted set of customers.
Easier and frictionless way to build reports with fewer clicks and transitions.
Set up automation rules with Custom Objects to perform ticket actions, update CO records, and more.
Use auto-triage, powered by Freddy AI, to get smart suggestions on ticket field properties.
Unify customer data across Freshdesk, Contact Center, & Freshchat, and provide meaningful, personalized support.
Create multiple forms using a native form builder with a simple drag and drop experience.
Automate time tracking and effectively monitor your team’s performance with AHT.
Live dashboard access for agents
Give your agents access to live dashboards so they can attend to calls based on priority.
With a new Freshsales agent role, let your sales agents easily communicate with their contacts, create or update tickets, directly within Freshdesk.
Get the power of Analytics web experience in your mobile apps.
Android: app v 7.3 & above, iOS: app v 7.3 & above
Automatically get approval and publish the Freshworks SSL certification for your custom domain.
Now, supervisors can easily manage and prioritize customers waiting in the queue directly from the Live Dashboard.
With the newly refreshed admin page, navigate to essential features with ease and get AI-driven usage insights at a glance.
Create custom dashboards for specific channels and get instant context about your team's performance
Monitor your knowledge base performance and uncover key insights to optimize your content creation process
Standardize your knowledge base by creating templates for your articles and save time on creating content.
Update your Freshdesk iOS and Android apps to make use of our new offline capabilities.
Remove the busy-work from your agents' daily lives and unlock a world of productivity with Freddy AI.
Capture your customer's follower count and if they have a blue verified tag.
Personalize the knowledge base further by making relevant content visible to specific customer segments
Temporarily remove ticket fields without deleting them from your Freshdesk account and restore them later.
Search for articles that can be linked to the content you are working on, without leaving the knowledge base text editor
Customers can preview images in a larger area and open solution articles in the portal from the help widget.
Create widgets specific to your use case without having to tweak the existing templates.
The Freshcaller's voice bot, powered by Freddy, instantly provides solutions to customers' frequently asked questions.
Create, read, update, and delete custom ticket fields in Freshdesk via APIs.
Disable any field in the help widget's contact form using the disable fields API.
Get customers to sign off on completed tasks via the Freshdesk mobile app.
Restrict the contact form and solution articles to certain customers (for e.g., premium users).
Log time spent on supporting customers via Freshdesk iOS and Android apps.
Export all the properties and metadata for the required list of articles to get more insights
Start connecting and collecting feedback from customers across the globe in a language they speak.
Deliver precise answers to your customers' questions, trigger conversational bot flows, and engage in small talk.
Perform bulk actions, filter articles and manage content for multiple products and languages more efficiently.
Plan your field technicians' schedules, pass on customer information to them and live-track progress as they solve problems on-site.
Save both time and effort by automating mundane and repetitive tasks in your helpdesk.
Admins can setup translations for ticket fields based on the various languages configured in the helpdesk.
Create service tasks for field technicians to track and solve problems in person. Deliver solutions in the field, wherever your customers are.
Clicked on ‘Send’ even before the email was ready? Use the ‘Undo Send’ button to stop accidental replies!
Provide personalized support in your helpdesk by classifying users based on their support needs.
Customize your Freshdesk agent portal to reflect your company’s branding.
Customers can now connect their Freshchat account with Freshdesk and answer chats from right within their…
We now support Polish, Spanish, Finnish and Norwegian in the Freshdesk Mint Experience.
Access your Dropbox files right from a ticket and share it with your customers.
The Summary app adds a section on top of the ticket which teams can use to write down a summary of problems…
With read receipts, you’ll know if the intended recipient has read your message
We've increased attachment limits in Email, Solutions, and Forums for Freshdesk to 20 MB per conversation for…
The next time you have a customer raising a ticket from your portal, you’ll see a trail of the last five solutions…
Freshdesk officially supports 280 characters for social support on Twitter.
Introducing a modern, faster and more responsive Freshdesk platform.
Get a quick snapshot of what the actual email will look like before you send it out.
Get your team to help out on tickets by tagging the entire group in a discussion!
Team Huddle now indicates unread messages in a discussion.
A handy dashboard pane for an admin or supervisor to monitor their helpdesk operations and step in when…
Collaborate with team members across the company to resolve customers issues faster!
An admin can now easily ask a specific reporting question without having spend time searching for specific reports.
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