Tailor Freshdesk to suit your business

Set custom Service Level Agreements (SLA) for multiple regions, products and business units to prioritize and deliver by suitable deadlines for each requirement.

Set Custom SLAs

Hassle-free time management across regions

Create and assign custom business hours to different agents and groups, and display tickets and other properties in the local time of the agent.

Multiple business hours

Show your appreciation for loyal customers

Save time on creating tickets by creating templates with the right form fields for different types of issues and pre-filling them with basic information.

SLA Reminders

Manage Expectations

Prioritize tickets

Assign high priority to tickets needing immediate attention or configure rules for automatic ticket assignment.

Monitor important tickets

Add yourself or any other agent as a watcher on a ticket to stay informed of progress and activities on the issue.

Keep customers informed

Set custom statuses to be displayed to customers to keep them informed of the work being done to resolve their issue.