Keep track of conversations

Prioritize, categorize and assign tickets so you never lose track of them..

Explore ticketing
Team Inbox

Track and manage incoming support tickets from multiple channels with one inbox.

Read more

SLA Management

Set deadlines for ticket response and resolution based on different business hours or categories.

Read more

Agent Collision Detection

Ensure that multiple agents don’t wind up working on the same ticket by accident.

Custom Ticket Status

Create custom statuses that suit your workflow to identify what stage a ticket is in.

Scenario Automation

Perform multiple actions on a ticket with a single click by automating repeated actions.

Canned Responses

Provide quick, consistent responses to common questions by creating pre-formatted replies.

Resolve issues together

Work together as teams to quickly and efficiently solve customer problems.

Explore colloboration
Team Huddle

Discuss specific parts of tickets with experts from across your company to figure out the best solutions.

Read more

Shared Ownership

Share ownership of tickets with other teams without losing visibility into progress being made on the issue.

Read more

Linked Tickets

Link related tickets together to keep track of widespread issues and deliver consistent responses.

Read more

 

Parent-child Ticketing

Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.

Read more

Support across channels

Unify and manage all support-related communications from multiple channels on a single platform.

Explore multichannel support
Email

Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.

Read more

Phone

Set up a fully functional call center and record and track calls by converting them into tickets.

Read more

Chat

Engage, support, and retain customers through live chat.

Social media

Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.

Read more

Website

Let customers raise tickets from your website and display related knowledge base articles as they type.

Read more

Increase your team’s productivity

Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.

Explore automations
Ticket dispatch

Automatically assign tickets to agents and groups based on keywords, requester or properties.

Intelligent ticket assignment

Assign tickets to agents based on their current workload, skill or using the round robin method.

Time-triggered automation

Execute maintenance activities on tickets based on the time lapsed since an event happened

Event-triggered automation

Implement one or more actions on specific tickets as soon as an event happens.

Automatic email notification

Notify customers and agents automatically about the changes happening in their ticket.

Help customers help themselves

Create a self service experience for customers with a knowledge base and forums.

Explore self service
Automatically suggest solutions

Allow relevant solutions to pop up for customers and save time for your agents and customers.

Email to Kbase

Let agents convert their ticket replies into knowledge base articles, as they reply.

Feedback mechanism

Writers will be notified automatically about feedback on their articles so they can implement them.

Solution article analytics

Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped.

Forum moderation

Setup moderation workflows to ensure posts violating your guidelines don't go live immediately.

Link forum topic to ticket

Convert critical issues raised in the community into tickets so they get the required attention.

Measure and improve efficiency

Identify problems, plan based on metrics and improve helpdesk performance.

Explore reporting
Helpdesk reports

Understand how different agents and groups are performing based on various helpdesk metrics.

Read more

Customer satisfaction ratings

Gauge how customers feel about your support using customer satisfaction reports.

Read more

Dashboards

Monitor your helpdesk using real-time data about tickets, trends and groups

Read more

Answers and Insights

Easily access data and reports and get custom insights important to your business everyday.

Schedule reports

Schedule default and custom reports so that you can receive them in your inbox periodically.

Complete customization capabilities

Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours.

Explore customization
Portal customization

Customize the look and layout of your support portal with full CSS customization and ready-made themes.

Customize agent roles

Give differential permissions for access and actions according to the roles and responsibilities of agents.

Read more

Custom ticket forms

Collect information relevant and important to your business by adding and modifying fields in the ticket form.

Custom URL

Use your own vanity URL for your support portal and provide a seamless customer experience.

Custom Apps

Build and integrate custom apps to carry out workflows that are unique to your business.

Read more

State-of-the-art data security

Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform.

Learn more about Freshdesk security
Custom SSL certificates

Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.

IP and Network restrictions

Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network).

Identity & access management

Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.