COLLABORATION
It takes a team to deliver great customer support
Freshdesk helps you work together with team members from across the company to provide quick and consistent answers to your customers.
Freshdesk offers a suite of robust collaboration features that facilitate swift teamwork on intricate issues and expedite resolutions. Agents can seamlessly involve stakeholders from cross-functional teams for in-ticket discussions while retaining visibility, even if another team handles the ticket. Additionally, teams can divide and conquer tasks, enabling parallel work on multiple fronts.
Democratize support by bringing together the collective power of subject matter experts, across distributed teams to solve complex customer issues. With a record of all interactions, your agents can collaborate contextually with other teams, external stakeholders, and do a lot more to resolve tickets faster. Track the performance of collaborators, with reports and analytics.
Share ownership of tickets with other teams without losing visibility and access to it, so that teams can work on the issue in parallel and stay in the loop regarding progress on the ticket. With the customer-facing agent having up-to-date information concerning the issue, you always have an answer for the customer.
Freshdesk recognized as the only 'Visionary' again in the 2021 Gartner Magic Quadrant for CRM Customer Engagement Center.
Resolve issues faster by splitting tickets into smaller tasks that respective teams can work on in parallel. With Parent-child Ticketing, the ticket is resolved only if every team completes the task assigned to them, so that each internal team is accountable for their role, and the ticket can be resolved only if every team has played a role.
When there is a sudden surge in incoming support tickets, start linking similar issues together and send status updates on all related tickets in one go. All the agents involved have up-to-date information on the progress being made with the issue, and can send consistent replies to their customers.
Customer support teams on Freshdesk can raise incidents and service requests to internal teams on Freshservice. With a complete view of customer conversations, they can collaborate effortlessly to resolve issues without switching between applications.
Your helpdesk and field teams can collaborate better thanks to a unified helpdesk and field service solution. All actionable service tasks are created linked to a ticket so helpdesk agents and field technicians have the full context of the problem when responding to customers.
Use service tasks to easily share problem details as well as customer details, such as addresses, phone numbers, customer issue history, and more with field technicians to improve field service experience.
Get going for free
$0
Up to 2 agents
Intuitive, industry-leading support for growing businesses
$15
/agent/month, billed annually
$18
/agent/month, billed monthly
Everything in Free and…
Advanced automation for high performance
$49
/agent/month, billed annually
$59
/agent/month, billed monthly
Everything in Growth and…
Fully featured with bots for enterprise-level support
$79
/agent/month, billed annually
$95
/agent/month, billed monthly
Everything in Pro and…
For fast growth
$29
/agent/month, billed annually
$35
/agent/month, billed monthly
Omnichannel
Self-Service
Conversational Engagement
Ticketing
Administrator Capabilities
Contacts and Account Management
Dashboard and Analytics
Security and Privacy
For high performance
$69
/agent/month, billed annually
$83
/agent/month, billed monthly
Everything in Growth, plus:
Omnichannel
Self-Service
Conversational Engagement
Ticketing
Contacts and Account Management
Administrator Capabilities
Dashboard and Analytics
For enterprise-grade support
$109
/agent/month, billed annually
$131
/agent/month, billed monthly
Everything in Pro, plus:
Self-Service
Ticketing
Admininstrator Capabilities
Dashboard and Analytics
Security and Privacy
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