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Helpdesk is the software or tool that is used by an organization to receive queries from customers. Helpdesks typically unify various support channels like email, phone, chat and social media into a single solution so it is easier for agents to respond to queries across contact channels without having to switch constantly. They enable support managers to keep an eye on the performance of their teams, customer perception of the organization as well as the quality of customer support delivered from one place.

Freshdesk unifies helpdesk software and field service management software into a single solution so that your helpdesk and field teams can communicate more easily, collaborate and document issues accurately in a single system and deliver better customer experiences with fewer breakdowns in communication.