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Using a single support portal for multiple products may not be the best idea for large companies. If your company deals with more than one product, your customers would prefer to have a dedicated support portal for each product, thereby reducing clutter for your agents.

Offering multi-product support offers quite a few unique advantages.

  • Agent groups can be matched to a particular product, which will streamline the assigning  of incoming queries.

  • You can tailor the support experience for customers for each product, using separate mailboxes, knowledge bases, and communities.

  • You can let the support portals reflect your product’s identity by extensively customizing the look and feel.

Resources

Supporting multiple products with Freshdesk