Freshdesk

Empower your team with an AI‑powered customer support solution

One powerful solution to streamline ticketing, automate workflows, and manage customer experiences across channels

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TICKETING

Effortless customer support with intelligent ticketing

Enhance agent productivity with intelligent ticketing, shared inboxes, internal threads, task linking, and multilingual support for faster issue resolution.

Shared inbox

Centralize all conversations in one inbox, collaborate with internal notes, auto-assign tickets, and avoid duplication for faster resolutions.

Threads and tasks

Enable focused discussions on tickets without cluttering customer conversations. Provide your team with the context they need through private notes, discussions and threads.

Customer portal

Allow customers to submit support tickets, access helpful resources, and find answers to their questions—all without contacting support directly.

Multilingual conversations

Empower your support team to engage with customers in their native languages, fostering better understanding and delivering a superior support experience.

External collaborators

Provide external collaborators with limited access to offer inputs and consult on tickets, helping resolve issues faster with your support team.
FREDDY AI

Boost your results with Freddy AI

Freddy AI is built in and ready to use, so you can get started right away. Transform customer and agent experiences with the power to get more done quickly.

Freddy AI Agent

Delight customers with personalized, conversational self-service experiences delivered by AI-powered AI agents. Read more

Freddy AI Copilot

With the help of an AI assistant, make every agent your best agent. Sentiment analysis automates repetitive tasks, prioritizes tickets, and suggests relevant knowledge base articles, reducing agent time spent.Read more

Freddy AI Insights

Enhance decision-making with an AI assistant that provides key insights and trends. Leaders can access on-demand analysis for metrics like CSAT or first response time, automate report generation and create personalized dashboards in seconds.
ANALYTICS AND INSIGHTS

Know what's working and what isn't

Stay on top of your support operations by identifying bottlenecks and gaps. Generate comprehensive reports on trends to ensure continuous improvement.

Pre-defined reports and dashboards

Access pre-defined reports for a comprehensive overview of helpdesk data, covering essential metrics like response times and customer satisfaction.

Custom real-time dashboards

Create personalized dashboards for different teams or goals. Customize each dashboard tailored to your unique business needs to track relevant KPIs, ensuring teams receive insights aligned with their objectives.

Agent availability dashboard

Optimize your support operations with a centralized view of your team's availability across your support channels.

Custom object analysis

Gain deeper insights into your unique data by creating custom objects, such as Projects to track specific metrics relevant to your business. Analyze data linked to your custom objects and transform insights into impactful decisions that elevate customer satisfaction.
SELF-SERVICE

Empower your customers with self-service tools

Make self-service quick and effortless for your customers with a powerful multilingual knowledge base, streamlining support.

Knowledge base

Create a robust knowledge base that empowers customers to find answers instantly. Simplify complex issues with expertly crafted articles and equip your agents with easy-to-share resources to enhance support efficiency.

Multilingual translations

Offer support in multiple languages, ensuring personalized customer experience across self-service tools.

Portal customization

Customize your customer portal to suit your company's brand, like adding your logo and brand colors.

Community forums

Help customers help each other by creating a community forum and letting customers share ideas and raise issues.

Article versioning

Create and manage versions of your knowledge base articles easily. View the entire timeline of every change to an article for complete visibility.

Ticket templates

Create templates with pre-filled information, such as subject, description, and ticket properties, and use them to quickly create tickets and/or send emails.

Advanced custom fields

Collect customer information unique to your business by creating custom fields. For example, collect details like business size, operating systems, etc., to personalize support and improve customer experience.

Approval workflow

Create an approval workflow to review content before it gets published to your knowledge base. Track the status of each approval and notify approvers when content is ready for review.

Flexible knowledge base hierarchy

Organize and structure knowledge in folders based on product lines, services, regions, or user journeys. Make it easy for your customers to understand and navigate the knowledge base to find their answers quickly.
ROUTING AND SLA

Automate everything repetitive

Automate repetitive tasks and streamline workflows to free up valuable time for agents, allowing them to concentrate on critical tickets.

Ticket dispatch

Categorize, prioritize, and route tickets to the rights teams by creating your own business rules.

Automations

Automate repetitive and important tasks like follow-ups and escalations by using specific time and event-based triggers to perform any action of your choice.

Multiple SLA policies

Create multiple SLA policies to accommodate the expectations of different kinds of customers and different agent shifts, products, etc.

Round-robin, and load-balanced assignment

Define the number of tickets an agent can handle at any given time through routing mechanisms.

Skill-based ticket assignment

Automatically prioritize and route tickets to the right agent based on their skills and experience.
SECURITY

Offer secure, efficient support

Protect customer data while providing your team with the tools to deliver exceptional support.

Role-based access control

Limit what your agents can see. Create special privileges and profiles that specify what an agent can see and do within your account.

Single sign-on

Set up SAML Single Sign-On for your agents, eliminating the need for separate login credentials and simplifying access to their accounts.

Business Hours

Define the working hours of different groups of your support team.

Shifts and out-of-office scheduler

Keep track of different shifts, automate workflows, and ensure that you provide great support round the clock.

JWT authentication

Verify users engaging with your brand securely through JWT authentication.

Audit logs

A centralized view to track ongoing modifications and who made them for automations, agent profiles, and more.

Allowed domains and IP whitelisting

Regulate ticket creation and self-service portal access by whitelisting domains. Enhance helpdesk security by restricting portal login based on specific IP addresses.

Try Freshdesk for free

See how to easy-to-use, AI powered solution can fuel your business.

Try it freeGet a demo