Sort incoming tickets automatically

Assign tickets to the right agent or group as they come in. Prioritize and tag tickets based on the channel or customer that they’re from.

Automatic ticket sorting

Automate routine follow-ups

Run periodic checks on tickets which are overdue or pending response. Set up reminders and escalations so that your team can resolve tickets faster.

Setup escalation and reminder workflows

Respond quickly to important events

Trigger actions and create separate workflows following important events in your helpdesk. Send alerts and change priorities in real time so that your agents can focus on quick responses.

Automate processes to resolve tickets quicker

Respond quicker with automations

Execute multiple actions at once

Set up workflows that perform multiple actions on a ticket with a single click. For example, modify ticket properties, assign tags and send emails at once.

Use predefined answers

Avoid answering the same questions over and over again with Freshdesk’s Canned Responses. Insert predefined answers with just one click.

Stay informed with notifications

Get notifications for important events right inside your helpdesk. Set up desktop notifications so that you are alerted even if you’re working in another tab.