Customer Support is Everybody’s Business
Bring your teams together to deliver exceptional customer support
Powerful Ticketing
Make sure every issue gets resolved with powerful ticketing and no double reply
Multi Channel
Manage all your support conversations from Facebook, Twitter, & Portal in one place
Productivity
Increase your team’s performance and productivity with the Gamification System
Self-Service
Create a self-service experience that supports your brand and a portal that customizable
Everything you need to redefine your
customer support
Keep track of conversations
Prioritize, categorize and assign tickets so you never lose track of them.
Team Inbox
Track and manage incoming support tickets from multiple channels with one inbox.
Agent Collision Detection
Ensure that multiple agents don’t wind up working on the same ticket by accident.
Scenario Automation
Perform multiple actions on a ticket with a single click by automating repeated actions.
SLA Management
Set deadlines for ticket response and resolution based on different business hours or categories.
Custom Ticket Status
Create custom statuses that suit your workflow to identify what stage a ticket is in.
Canned Responses
Provide quick, consistent responses to common questions by creating pre-formatted replies.
Resolve issues together
Work together as teams to quickly and efficiently solve customer problems.
Team Huddle
Discuss specific parts of tickets with experts from across your company to figure out the best solutions.
Linked Tickets
Link related tickets together to keep track of widespread issues and deliver consistent responses.
Shared Ownership
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Parent-child Ticketing
Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.
Support across channels
Unify and manage all support-related communications from multiple channels on a single platform.
Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.
Chat
Engage, support, and retain customers through live chat.
Website
Let customers raise tickets from your website and display related knowledge base articles as they type.
Phone
Set up a fully functional call center and record and track calls by converting them into tickets.
Social media
Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.
Engage your customers instantly through WhatsApp and resolve their queries faster.
Manage your field workforce
Manage your end-to-end field service operations right within Freshdesk
Service tasks
Create service tasks for tickets that need a field team response and track its status to completion.
Scheduling Dashboard
Drag and drop appointments, assign tasks and get a bird's eye view of your field team workload.
Customer signature
Obtain signatures via the Freshdesk mobile app with a single swipe and attach it to the service task.
Service groups
Create field technician groups based on location, priority and other factors to reduce waiting time and boost first-time fix rates.
Mobile field service
Enable field technicians to pick up service tasks, update information and resolve issues on the go.
Time tracking
Automatically track time spent working in the field with the mobile app and log your billable hours.
Increase your team’s productivity
Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.
Ticket dispatch
Automatically assign tickets to agents and groups based on keywords, requester or properties.
Time-triggered automation
Execute maintenance activities on tickets based on the time lapsed since an event happened.
Automatic email notification
Notify customers and agents automatically about the changes happening in their ticket.
Intelligent ticket assignment
Assign tickets to agents based on their current workload, skill or using the round robin method.
Event-triggered automation
Implement one or more actions on specific tickets as soon as an event happens.
Help customers help themselves
Create a self service experience for customers with a knowledge base and forums.
Automatically suggest solutions
Allow relevant solutions to pop up for customers and save time for your agents and customers.
Feedback mechanism
Writers will be notified automatically about feedback on their articles so they can implement them.
Forum moderation
Setup moderation workflows to ensure posts violating your guidelines don't go live immediately.
Email to Kbase
Let agents convert their ticket replies into knowledge base articles, as they reply.
Solution article analytics
Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped.
Link forum topic to ticket
Convert critical issues raised in the community into tickets so they get the required attention.
Measure and improve efficiency
Identify problems, plan based on metrics and improve helpdesk performance.
Helpdesk reports
Understand how different agents and groups are performing based on various helpdesk metrics.
Dashboards
Monitor your helpdesk using real-time data about tickets, trends and groups.
Schedule reports
Schedule default and custom reports so that you can receive them in your inbox periodically.
Customer satisfaction ratings
Gauge how customers feel about your support using customer satisfaction reports.
Answers and Insights
Easily access data and reports and get custom insights important to your business everyday.
Complete customization capabilities
Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours.
Portal customization
Customize the look and layout of your support portal with full CSS customization and ready-made themes.
Custom ticket forms
Collect information important to your business by adding and modifying the ticket form fields.
Custom Apps
Build and integrate custom apps to carry out workflows that are unique to your business.
Customize agent roles
Give differential permissions for access and actions according to the roles and responsibilities of agents.
Custom URL
Use your own vanity URL for your support portal and provide a seamless customer experience.
Customer Segments
Provide personalised support for different customers by classifying them based on their support needs.
State-of-the-art data security
Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform.
Custom SSL certificates
Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.
Identity & access management
Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.
IP and Network restrictions
Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network).