Sales and Marketing
IT Service Management
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
By Use Case
Freshdesk approaches customer support by tracking issues as tickets, prioritizing them, and enabling seamless collaboration within your team to ensure your support stays effective and prompt.
Using email for customer support is difficult. You require complex folder structures or colour-coded tags to track issues, and as ticket volumes increase, collaboration becomes a nightmare.
Before long, managing multiple mailboxes for different teams and products causes your efficiency to take the hit.
Track, prioritize, and follow-up on customer requests from one place. This will help your support team deliver faster, more efficient customer support.
Automate tasks like tagging and assigning tickets so you can focus on fixing your customers’ problems.
Get help on issues from teammates even as you work on tickets, with Freshdesk’s in-built discussion pane.
Track the right metrics to understand how quickly your team is resolving issues or when they’re the busiest.
Freshdesk provides dedicated inbox views and logins for each member of your team. In addition, they can also filter emails based on various parameters and work on them.
With a wide selection of apps, you can connect your Freshdesk to any other tool you use - be it CRM, invoicing software, collaboration tools, and more - to extend Freshdesk's capabilities and integrate it into your daily workflow better.
Deflect tickets with repetitive questions to free up your team’s bandwidth by using solution articles and canned responses. With Freshdesk, no two agents will be working on the same ticket with agent collision detection. Freshdesk also stops agents from sending replies to customers without getting the full picture and the recent developments.
Set reminders to make calls or check on parties with a to-do list. Annotate screenshots, blur, or focus as necessary and provide more details when responding to customers.
Get real-time in product updates and email notifications about your tickets. You can also choose what you want to be notified for and mute the rest so you’re not inundated with updates.
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Create a detailed knowledge base for your customers, get insights on how your articles are performing, and edit or improve them when necessary
Freshdesk curates individual timelines for every customer, giving you complete context and history of conversations they’ve had with your representatives.
Create customized, multilingual customer satisfaction surveys to gauge customer feedback accurately.
“Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents.”
“The ‘Freshdesk’ platform has resulted in elimination of multiple communication points with the customer & has also provided us with an option to aggregate leads. It offers great features and a fantastic user experience.”
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