Choose your customer service solution

• Email & Social Ticketing Convert all email and social media queries from your customers into tickets and track, prioritize, and reply to them using Freshdesk.
• Ticket Dispatch Categorize, prioritize, and route tickets to the right teams by creating your own business rules.
• Knowledge Base Enable customers to help themselves by leveraging the power of Freshdesk’s advanced knowledge base.
• Ticket Trend Report Analyze the trend of tickets your team receives and resolves in a day and stay on top of your backlog tickets by allocating resources at the right time.
• Datacenter Location Choose the location of the data center in which you want your data to be securely hosted.

Everything in Sprout and…

• Automations Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice.
• Collision Detection Know when another agent is viewing/replying to a ticket and avoid duplicating each other’s effort.
• Marketplace Apps Get access to hundreds of apps and extend the capabilities of your helpdesk, with the Freshworks Marketplace.
• Helpdesk Report Get an overview of your Freshdesk account and all the important metrics associated with your helpdesk’s performance.
• SLA Management Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk.
• Business Hours Define your business hours upfront and make sure that your SLAs don't get violated when your agents aren't at work.

Everything in Blossom and…

• Time Tracking Invoice customers by keeping track of the time your team spends on customer support.
• CSAT Surveys Measure the quality of your customer service by sending out well-crafted customer satisfaction surveys.
• Performance Reports Get a summary of how your agents & groups have performed with respect to various support parameters in a specified time period.
• Multilingual Knowledge Base Create knowledge base articles in multiple languages in a single portal to support your global customer base.
• Custom Apps Create and install custom apps to extend the capabilities of your Freshdesk.

Everything in Garden and…

• Round-robin Routing Assign tickets to all the available agents in a group in a circular fashion.
• Custom Roles Restrict and provide fine-grained levels of access to agents in your Freshdesk.
• Portal Rebrand Change the entire look, feel, and functionality of your customer portal to suit your brand.
• Custom Reports and Dashboards Create powerful reports and dashboards unique to your business and draw deeper insights from your Freshdesk data.
• Customer Segments Categorize your customers based on their profiles to provide personalized support.
• Versioning in Knowledge Base Edit, restore, and manage versions of your knowledge base articles with ease.
• Multiple Products Manage support for all your products from one Freshdesk account by setting up separate support portals for each of them.
• Dynamic Ticket Forms Set up dynamic sections to improve the structure of your ticket form to cater to all your use-cases

Everything in Estate and…

• Skill-based Routing Match tickets to the agent most proficient in handling specific types of issues within the group.
• Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers.
• Audit Log Monitor helpdesk changes easily and always stay updated on what’s happening in your helpdesk.
• Knowledge Base Approval Workflow Track, review, approve, and publish knowledge base articles.
• Agent Shifts Manage your global team's schedules and availabilities across different time zones in one place, to ensure that no customer goes unanswered. beta
• IP Whitelisting Increase helpdesk security by allowing certain IP addresses to access your portal.
• Agent Scripts Guide agents through pre-configured steps to help resolve customer queries faster. Freddy
• Email Bot Automatically responds to tickets with solution articles. Includes 3000 Freddy sessions/month for FREE. For extra sessions, purchase 1000 sessions for $100 freddy
• Auto-triage Automatically predict basic ticket fields like the Type, Priority & Group. freddy
• Article Suggester Let Freddy suggest solution articles to your agents to help them respond to email tickets. freddy
• HIPAA Compliance Protect your customers’ sensitive healthcare data from cyber attacks.