All features Omnichannel helpdesk

Built for Omnichannel Support

Deliver seamless customer service across digital and traditional channels.

Built for Omnichannel Support

Deliver seamless customer service across digital and traditional channels.

Email Ticketing

Automatically convert customer emails into helpdesk tickets to track, prioritize, and resolve support requests from one place.

Omnichannel helpdesk email ticketing
Chat and Messaging

Engage customers through live chat and modern messaging, including popular services like WhatsApp, Facebook, and Apple Business Chat.

Omnichannel helpdesk with modern chat and messaging
Cloud Telephony

Provide reliable cloud-based phone support right from within Freshdesk.

Omnichannel solution with integrated phone system
Web and Self-service

Publish a branded knowledge base, and add a chatbot or website widget to help customers quickly find the answers they need.

Intelligent self-service solution for omnichannel support
Social Media

Support customers on social channels like Facebook or Twitter, and receive notifications about important tweets from our AI-powered social signals monitor.

Integrated omnichannel support for social media

Accelerate your team's efficiency 

Happy employees lead to happy customers.

Users love Freshdesk because it saves them time and reduces repetitive tasks. Agents can efficiently work through their tickets, switch between channels, and keep better tabs on customer issues. Admins can streamline team management and consolidate reporting across all support channels from one unified platform.


Provide instant help across all channels

Self-service should be more than just a FAQ on your website.

With Freshdesk, customers can help themselves anytime on the channels that they prefer the most. You can offer self-service through a branded knowledge base, web-widget, chat, messaging, bots — and even over the phone!


Let Omniroute handle agent assignment

Omniroute automatically assigns phone calls, chat messages, and tickets to the right agents in your team. It intelligently optimizes for agent effectiveness while being mindful of their workload. You can even define thresholds for agents on each channel to ensure your team is never overwhelmed by support issues.


See a holistic view of support performance

With our Omnichannel dashboard, you get a birds-eye view of your team’s performance across channels. If there’s a spike in the number of issues on a channel, you can re-route issues to the right agents who can help cover the extra load. You can even navigate to the ticket queues or chat queues right from this dashboard. 


Delight customers with AI and bots

Our chatbots are designed for engagement, not just deflection.

Freddy AI understands customer intent so our bots can deliver precise answers to questions (instead of a list of confusing FAQs). It is smart enough to guide customers through a series of helpful steps, and it can also detect frustrated customers who need a live agent.

Best of all, our bots don’t require coding, and you can set them up in no time for a great customer experience.


Learn more about Freshdesk

Natively Omnichannel

Built from the ground up to solve the unique challenges of supporting multiple channels.

Intelligent Automations

Customer and agent facing automations across channels, augmented by superior AI.

Built for NextGen Agents

Intuitive and user-friendly interface that boosts agent collaboration and omnichannel productivity.

Powerful Platform

Freshworks NEO platform provides enterprise-grade integration, security, scalability, and customization.

More Value

Faster time-to-value, better cost performance, and increased efficiency deliver greater ROI.