Freshdesk Features Overview

Ticketing made easy

Prioritize, categorize, and assign tickets so you never lose track of them.

Explore ticketing

Team inbox

Track and manage incoming support tickets from multiple channels with one inbox.

Agent collision detection

Ensure that multiple agents don’t wind up working on the same ticket by accident.

SLA management

Set deadlines for ticket response and resolution based on different business hours or categories.

Ticket field suggester

Automatically suggest ticket fields to categorize, prioritize, and route incoming tickets.

Thank you detector

Prevent reopening of tickets when customers respond with a thank you.

Custom ticket status

Create custom statuses that suit your workflow to identify what stage a ticket is in.

Scenario automation

Perform multiple actions on a ticket with a single click by automating repeated actions.

Canned responses

Provide quick, consistent responses to common questions by creating preformatted replies.

Resolve issues together

Work together as a team to quickly and efficiently solve customer problems.

Explore collaboration

Collaborators

Collaborate with any expert from within or outside your organization to resolve complex issues faster.

Shared ownership

Share ownership of tickets with other teams without losing visibility into progress being made on the issue.

Linked tickets

Link related tickets together to keep track of widespread issues and deliver consistent responses.

Parent-child ticketing

Resolve complex, multistage issues faster by splitting them into smaller child tickets.

Support across channels

Unify and manage all support-related communications from multiple channels on a single platform.

Explore omnichannel support

Email

Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.

Phone

Set up a fully functional call center and record and track calls by converting them into tickets.

Chat

Engage, support, and retain customers through live chat.

Social media

Integrate your company’s Facebook page and manage it from within the helpdesk.

Website

Let customers raise tickets from your website and display related knowledge base articles as they type.

Engage your customers instantly through WhatsApp and resolve their queries faster.

Increase your team’s productivity

Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.

Explore automations

Ticket dispatch

Automatically assign tickets to agents and groups based on keywords, requester or properties.

Intelligent ticket assignment

Assign tickets to agents based on their current workload, skill or using the round robin method.

Time-triggered automation

Execute maintenance activities on tickets based on the time lapsed since an event happened.

Event-triggered automation

Implement one or more actions on specific tickets as soon as an event happens.

Automatic email notification

Notify customers and agents automatically about the changes happening in their ticket.

Omniroute™

Auto-assigns emails, chats and calls to your agents based on their available bandwidth to support customers faster

Help customers help themselves

Create a self-service experience for customers with a knowledge base and forums.

Explore self-service

Chatbot powered by Freddy AI

Deliver instant and precise answers to your customer's questions for faster resolutions.

Help widget

Show helpful solutions based on where your customers are — on your website, mobile app, or even chat!

Automatically suggest solutions

Allow relevant solutions to pop up for customers, saving time for your agents and customers.

Email to Kbase

Let agents convert their ticket replies into knowledge base articles, as they reply.

Feedback mechanism

Writers will be notified automatically about feedback on their articles so they can implement them.

Solution article analytics

Monitor article metrics like number of views, likes, and dislikes. Reset metrics when the article is revamped.

Forum moderation

Set up moderation workflows to ensure posts violating your guidelines don't go live immediately.

Link forum topic to ticket

Convert critical issues raised in the community into tickets so they get the required attention.

Measure and improve efficiency

Identify problems, plan based on metrics, and improve helpdesk performance.

Explore analytics

Curated reports

Understand how different agents and groups are performing based on various helpdesk metrics.

Customer satisfaction ratings

Gauge how customers feel about your support using customer satisfaction reports.

Dashboards

Monitor your helpdesk using real-time data about tickets, trends, and groups.

Custom reports

Build reports from scratch and customize them to suit your requirements.

Schedule reports

Schedule default and custom reports so that you can receive them in your inbox periodically.

Widget customization

Customize the widgets in your reports to exhibit the look and feel of your brand.

Complete customization capabilities

Customize your workflows, customer portal, agent roles, and more to make the helpdesk truly yours.

Explore customization

Portal customization

Customize the look and layout of your support portal with full CSS customization and ready-made themes.

Customize agent roles

Give differential permissions for access and actions according to the roles and responsibilities of agents.

Custom ticket forms

Collect information important to your business by adding and modifying the ticket form fields.

Custom URL

Use your own vanity URL for your support portal and provide a seamless customer experience.

Custom Apps

Build and integrate custom apps to carry out workflows that are unique to your business.

Customer segments

Provide personalized support for different customers by classifying them based on their support needs.

Custom objects

Create and manage custom objects, bring in all the business-critical information unique to your organization right inside your Freshdesk.

State-of-the-art data security

Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems, and regulatory compliance to protect our product and platform.

Learn more about Freshdesk security

Custom SSL certificates

Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.

IP and network restrictions

Whitelist IP ranges, restrict login access outside of work, or create secure and exclusive access for agents to log in from anywhere by linking IP whitelisting to a VPN (virtual private network).

Identity & access management

Let agents and users log in to Freshdesk using their other accounts by setting up a single sign-on (SSO) script to authenticate their credentials.

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