Streamlined admin
Delight your team with AI-powered workflows and routing, paired with easy customization and prompt-based actions. Happy admins, happier customers.
Let AI handle the busywork
AI-powered workflows and easy prompts for common tasks give admins the tools they need to zip through their to-do lists and concentrate on customers.
Get the right people on the right case
Use automated ticket routing to balance team workloads and speed resolutions. Assign tickets based on skills, workload, or sequence. Prioritize by status, keywords, company, and more. AI lightens the load so admins can keep moving.
Automate that step. And the next one.
Easy-to-configure automations let you take an “if this, then that” approach. Trigger actions according to timing or events, create rules for combinations of triggers, and layer automations to run actions in a row. The payoff? Less effort. More to-do’s done.
Mundane tasks, meet AI efficiency
Handle team additions, removals, assignments, and skills—gen AI makes it easy. With simple prompts, admins can make workforce changes, manage shifts, configure business hours, and more. Less time on housekeeping, more time on priorities.
Manage everything. Without getting bogged down in anything.
Staffing. SLAs. Customer journeys. When AI handles the details, your admins stay productive, and your focus stays on the customer.
Slay your SLAs
Set up reminders for approaching SLAs. Escalate breaches automatically. When a ticket deadline approaches, inform the right people automatically. Got multiple service-level agreements? Configure for multiple departments so you’re never reinventing the wheel.
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
Deflect customer queries 24/7 with quick-to-deploy, intelligent chatbots 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.
Collaboration
Work together easily with communication, information, and automation all in one place.
Intelligent insights and analytics
Stay ahead of emerging issues with proactive, AI-driven insights and next steps.
Integrations
Scalability, not complexity. Freshdesk Omni integrates with your apps, tools, and data for greater productivity and faster time to value.
Explore integrations
Xero
Handle invoice information for your contacts without having to leave the CRM.
QuickBooks
Manage your business accounts and bill clients automatically within a unified workspace.
NetSuite
Synchronize NetSuite customers, contacts, and sales history in real-time in one view.
Slack
Collaborate on customer service issues via Slack—without switching screens.
Jira
Connect engineering and support teams with a 360-degree view of tickets and issues together.
Microsoft Teams
Simplify cross-team collaboration and keep everyone in the loop on progress.
Related resources
Explore how gen AI and all-in-one capabilities are transforming customer service. Boost CX. Improve agent productivity. Lock in competitive advantage.
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MultiChoice jumped to 94% first-contact resolution
MultiChoice provides its team with exceptional customer solutions using Freshworks.
Less grind, more growth. Try it for free.
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