All features Multichannel support


Having support processes and customer data fragmented across different tools will hurt your support. Not only does it take a lot of time and effort to maintain multiple tools, it also takes a lot of training time for agents to learn to use them.

Freshdesk unifies all your information

With Freshdesk’s multichannel helpdesk, your agents can reply to emails, answer customer calls and chat with customers right within the helpdesk. You can always access past interactions with any customer on any channel from a unified, single customer database. Agents can also follow up with customers and keep track of conversations by converting them into helpdesk tickets.

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Email support

Convert every support email into trackable ticket in the helpdesk that you can manage and execute tasks on. Add and manage multiple support emails. Unlike your email inbox, every email here will be categorized, prioritized and assigned to specific support agents. You can also set resolution deadlines for every ticket using Service Level Agreement.

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Phone support

Set up a fully functional call center on the cloud that is tightly integrated with your helpdesk using the phone channel powered by Freshdesk Contact Center. You can port or buy support numbers anywhere in the globe and answer calls right within the helpdesk. Agents can record calls, attach them to tickets, and easily access contextual data such as recent conversations with the customer.

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Chat Support

Use the Freshdesk Messaging messenger inside Freshdesk to engage with customers who are on your website, in-app, or mobile platform. Reply to a conversation initiated by the customer or response made on a proactive campaign set up by you. Use the messenger to assign chats to a specific team member or a group, get all the contextual information about the customer, and convert resolved conversations into tickets.

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Website support

Provide a quick way for customers to reach you by adding a ticket form to your helpdesk. Connect the form to your knowledge base so the customers can see relevant articles as they are typing in the ticket form and get their answers quickly without waiting for an agent’s reply. You can add this support tab in your web app, and anywhere else your customers might need to contact you.

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Facebook support

Integrate your company’s Facebook page with your helpdesk so that agents can step in and help when customers post on your page asking for support. Set up shorter reply and resolution time limits for Facebook tickets using SLAs. Prospect and customer conversations from Facebook will also appear in the helpdesk so that agents have complete context while replying.

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Twitter support

Integrate your company’s Twitter handles with your helpdesk so that important tweets are converted to tickets and addressed immediately. Set up automation rules to monitor all the tweets you consider relevant to your support team. Monitor Twitter streams and engage with users right from the helpdesk.

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