Collaboration
Connect your teams. When complex issues come up, solve them quicker with threads, tags, links, histories, and other features built for working better together.
Less dream. More team.
Resolve complex customer needs fast. Advanced, AI-powered collaboration tools make it easy to bring a dream team of your best people and resources together.
Keep your focus
Need to focus on an issue-within-an-issue? Start a thread. Threads make it easy to break out topics, so side conversations never overwhelm a broader discussion. Because the last thing a complex task needs is more complexity.
Internal. External. Link it all.
Link any support case to a side discussion so everyone’s on the same page—and closing tickets. Connect collaborators from other teams and even outside the organization. Save conversations in the ticket history to keep a record of who did what.
Put your heads together—seamlessly
Time to involve others? Let AI summarize the issue for a quick handoff. Need another set of eyes? Tag teammates with a click, or start a separate conversation and link it to the main issue. Even collaborate on tools like Slack and Teams—all right here.
Explore more capabilities
Improve efficiency and deliver excellent customer service every step of the way, thanks to a powerful array of features and capabilities enhanced with AI.
Omnichannel solution
Engage customers wherever they are, including email, text, social, and other channels.
Advanced ticketing
Resolve customer issues faster with robust ticketing supported by AI and automation.
Self-service
Resolve and deflect customer queries 24/7 with quick-to-deploy intelligent bots across channels.
Unified agent workspace
Bring data, tools, and processes together for maximum efficiency and convenience.
AI and automation
Let Freddy AI help customers, agents, admins, and leaders do more with less time and effort.
Intelligent insights and analytics
Stay ahead of emerging issues with proactive, AI-driven insights and next steps.
Streamlined admin
Take the pressure off admins with AI, workflow automation, and easy customizations.
Integrations
Scalability, not complexity. Freshdesk Omni integrates with your apps, tools, and data for greater productivity and faster time to value.
Explore integrations
Slack
Collaborate on customer service issues via Slack—without switching screens.
Microsoft Teams
Simplify cross-team collaboration and keep everyone in the loop on progress.
Zuper
Synchronize data between tickets and Zuper to keep everyone on track.
goDeskless
Stay connected to customers on the go with features such as live chat and mobile messaging.
Jira
Connect engineering and support teams with a 360-degree view of tickets and issues together.
ServiceNow
Automate requests, solve problems, and engage customers with ServiceNow.
Related resources
Explore how gen AI and all-in-one capabilities are transforming customer service. Boost CX. Improve agent productivity. Lock in competitive advantage.
Forrester on the TEI of Freshworks
See the Total Economic ImpactTM of ticketing and conversational support in one with Freshworks.
Meet Freddy AI, your agents’ new best friend
See how AI can help agents resolve issues faster, taking productivity to another level.
Thomas Cook improves first-response SLA by 67%
Every core customer service metric improved when support went fully digital with Freshworks.
MultiChoice achieved 94% first-contact resolution
MultiChoice provides its team with exceptional customer solutions using Freshworks.
Collaboration should be free and easy, just like test-driving Freshdesk Omni.
14-day free trial. No credit card, no commitment.