Manage tickets from multiple channels

Handle customer requests from across multiple channels such as email, phone, chat, your website, Facebook, and Twitter using a single helpdesk.

Set customer expectations

Set and manage customer expectations by defining service level agreements. Create multiple SLAs for different situations based on the type of issue or who sent it.

Support multiple products

Configure unique customer portals for different products and maintain them from one place. Set up individualized business rules and themes for each product portal.

Get more out of your helpdesk software

Get the right information

Create dynamic ticket forms and custom ticket fields to collect more relevant information and provide extra context to your team.

Coordinate your team’s support

Define multiple sets of working hours according to the various time zones of your support teams in order to manage customer expectations.

Make informed decisions

Use Freshdesk’s reporting features to constantly gain insights on your agents’ performance and common bottlenecks.