All features Helpdesk Customization


Every company has its own personality and a unique way of functioning. Your customers need to recognize your brand’s voice at every touchpoint, including your support portal. Your team also needs a helpdesk that matches they way they work.

Freshdesk is fully customizable

With Freshdesk’s extensive customization capabilities, you can create a helpdesk that is perfect for your business. Brand your support portal to reflect your website, hosted at a support URL of your choice. Make it easy for agents to resolve issues by collecting information relevant to the issue from customers.

Retain brand identity across support

From changing the portal colors to match your website to modifying the tabs that are visible to your customers, you can easily build a support portal that looks and feels like your brand. With advanced HTML, Liquid and CSS customizations, you can completely tailor your customer's experience, right down to the buttons, tabs and everything that's in it.

Build customized feedback forms

Collect comprehensive information about the problem when customers reach out, using custom feedback forms. You can use text fields to collect open-ended data or dynamic dropdowns to give your customers a list of options to choose from.

Define access with custom roles

Decide what each agent on your team sees in the helpdesk with selective permissions. With custom roles, you can configure settings so that your community managers see only forums while your social media team focusses on tweets or Facebook messages.

Advanced customization options

Custom ticket statuses

Track tickets with custom statuses tailored to your workflows.

Multilingual helpdesk

Scale your support across multiple languages and timezones.

Custom apps

Extend the functionality of your helpdesk by building your own apps.