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IT Service Management
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Help your customers find answers to their problems at their convenience
Convert agent responses to solution articles with only a few clicks.
Provide solutions in the form of videos, images or attached files to help your customer in the best way possible.
With our SEO friendly capabilities, your answers will show up at the top of the search results quickly.
Create articles in multiple languages and keep your translations up to date for your global customer base
All new two-pane view to access relevant categories, folders, and articles with fewer clicks.
Manage multi-product content in one place and drill down to the relevant articles without getting lost in the clutter
Avoid repetitive actions by making changes to multiple categories, folders, or articles at a time
Track the performance of each article and improve your content quality based on direct customer feedback
Freshdesk recognized as a 'Visionary' in the 2020 Gartner Magic Quadrant for
CRM Customer Engagement Center.
Make use of curated and custom reports to analyze your knowledge base performance
Standardize your knowledge base by creating templates for your support articles.
Track how your content has evolved and restore the best version at any time
Review content within the knowledge base and get instant updates about the article status
With answers available upfront via a help desk knowledge base, your customers will solve problems themselves reducing the number of tickets you have to answer.
The best knowledge-base is comprehensive enough to handle all the easy repetitive questions so your agents can focus more on solving the tough problems.
Instead of waiting for an agent's answer, a good self-service portal ensures customers are deflected to the right solutions when they ask a question.
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