Sales and Marketing
IT Service Management
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
By Use Case
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AI-powered CX automation suite to deliver effortless and exceptional customer experiences.
Handle agent shifts easily and delight customers no matter when they contact you
You can ensure tickets are not assigned to agents on leave. Customer responses are re-routed to available agents.
Create custom dashboards for specific channels and get instant context about your team's performance
Receive queries from new sources, and add custom activites to the customer timeline
Monitor your knowledge base performance and uncover key insights to optimize your content creation process
Monitor chat, phone, and ticket performance in real-time with one unified dashboard
Standardize your knowledge base by creating templates for your articles and save time on creating content.
Track the who, what and when of each change made to your knowledge base.
Update your Freshdesk iOS and Android apps to make use of our new offline capabilities.
Simplify support workflows and make your support team more efficient with automations for FSM.
Prioritize incoming tickets based on different criteria in Omniroute™.
Improve self-service on all channels for customers and lead them to resolutions, with Freddy AI.
Remove the busy-work from your agents' daily lives and unlock a world of productivity with Freddy AI.
Capture your customer's follower count and if they have a blue verified tag.
Automatically convert Facebook ad comments into tickets.
Personalize the knowledge base further by making relevant content visible to specific customer segments
Improve your article readability with the table of content, callout cards, image annotations, and more.
Temporarily remove ticket fields without deleting them from your Freshdesk account and restore them later.
Identify gaps faster by narrowing down on red flags up to three levels.
Search for articles that can be linked to the content you are working on, without leaving the knowledge base text editor
Agents can see the last five articles a customer viewed before they submitted a ticket.
Customers can preview images in a larger area and open solution articles in the portal from the help widget.
Customize widgets the way you want and add more context with text.
Create widgets specific to your use case without having to tweak the existing templates.
Show specific solution articles on the help widget based on the web page (URL) that your customers are on.
Create, read, update, and delete custom ticket fields in Freshdesk via APIs.
Ensure that customers get a quick response, every single time.
Disable any field in the help widget's contact form using the disable fields API.
Handle your content review process right within the knowledge base and stay in the loop from end to end.
Get customers to sign off on completed tasks via the Freshdesk mobile app.
Keep track of your customer's past interactions in a single place.
Restrict the contact form and solution articles to certain customers (for e.g., premium users).
Open a specific solution article in the widget when your customers click on a link that you specify.
Log time spent on supporting customers via Freshdesk iOS and Android apps.
Create multiple versions of an article, track how your content has evolved and restore the best version at any time.
Export all the properties and metadata for the required list of articles to get more insights
You can now send documents, images, and gifs as attachments in your social media replies.
Start connecting and collecting feedback from customers across the globe in a language they speak.
The new search enhancements lets users locate solutions, tickets, contacts, and forums in a more efficient way.
Agents can now format the content in the text editor to the company's default font in a single click.
Deliver precise answers to your customers' questions, trigger conversational bot flows, and engage in small talk.
Make it easy for your customers to attach screenshots when they submit questions via the help widget
Perform bulk actions, filter articles and manage content for multiple products and languages more efficiently.
Set up your email inboxes in no time, with the redesigned email setup page.
You can pin the iOS widget to your Today view and keep track of the count of your actionable tickets.
Plan your field technicians' schedules, pass on customer information to them and live-track progress as they solve problems on-site.
Hide ticket fields in the help widget's contact form using the hide ticket fields API.
Save both time and effort by automating mundane and repetitive tasks in your helpdesk.
Balance agent workload from across multiple channels all in one place.
Admins can setup translations for ticket fields based on the various languages configured in the helpdesk.
Monitor your team’s performance along with the metrics most relevant to you.
Create service tasks for field technicians to track and solve problems in person. Deliver solutions in the field, wherever your customers are.
Convert your one-on-one conversations including images or GIFs on WhatsApp into tickets and handle them from your Freshdesk with ease.
Clicked on ‘Send’ even before the email was ready? Use the ‘Undo Send’ button to stop accidental replies!
Sort the order in which you'd like to see conversations within your ticket details page.
Embed help content and allow customers to submit questions right within your website.
Customize and use these readily accessible form templates to resolve major service requests faster.
Provide personalized support in your helpdesk by classifying users based on their support needs.
Access the full power of a helpdesk from anywhere you go with Freshdesk Mobile apps.
Integrate Freshdesk with Shopify, and reach out to customers proactively when they abandon carts.
Sandbox creates a secure test environment for helpdesk admins to try new features and settings in Freshdesk…
Monitor changes easily and stay informed about the actions occurring in your support desk with Audit Log.
Watch a video playback of your customers’ activity on your portal to understand their problems better.
Get complete context, issue refunds and cancel orders right from inside Freshdesk.
Customize your Freshdesk agent portal to reflect your company’s branding.
Monitor your teams easily and take data-driven decisions to hit your support targets with customizable Team…
Customers can now connect their Freshchat account with Freshdesk and answer chats from right within their…
Receive instant notifications on Teams whenever there’s an update on the tickets assigned to you in Freshdesk.
We now support Polish, Spanish, Finnish and Norwegian in the Freshdesk Mint Experience.
Agents can easily share files from their Google Drive accounts while responding to customers.
Access your Dropbox files right from a ticket and share it with your customers.
An AI entity that automatically finds tweets relevant to your support team and cancels out the noise.
The Summary app adds a section on top of the ticket which teams can use to write down a summary of problems…
With the Hangouts chat integration, you can get notified when customers respond or when tickets are updated…
Add reminders for the to-do’s that you’ve set in Freshdesk. When your customers ask you to call them or reach out…
With read receipts, you’ll know if the intended recipient has read your message
With quick actions, you can type /c or /s to quickly search for a canned response or a solution article when you’re…
We've increased attachment limits in Email, Solutions, and Forums for Freshdesk to 20 MB per conversation for…
When you insert an image or upload an attachment, you’ll have the option of annotating the image with text to…
The next time you have a customer raising a ticket from your portal, you’ll see a trail of the last five solutions…
Freshdesk Mint Experience is now available in 11 languages apart from English - French, Dutch, German…
Freshdesk officially supports 280 characters for social support on Twitter.
You can now add any of the custom fields in tickets as columns in the table view.
Introducing a modern, faster and more responsive Freshdesk platform.
Get a quick snapshot of what the actual email will look like before you send it out.
Get your team to help out on tickets by tagging the entire group in a discussion!
Team Huddle now indicates unread messages in a discussion.
A handy dashboard pane for an admin or supervisor to monitor their helpdesk operations and step in when…
Collaborate with team members across the company to resolve customers issues faster!
An admin can now easily ask a specific reporting question without having spend time searching for specific reports.
Our features prior to August are available on this link.
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