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Freshdesk
Deliver faster and easier customer service
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Ticketing made easy
Prioritize, categorize, and assign tickets to the right agents and leverage the power of your entire organization to deliver customer delight.
Team inbox
- Track and manage incoming support tickets from multiple channels with one inbox.
SLA management
- Set deadlines for ticket response and resolution based on different business hours or categories.
'Thank You' detector
- Prevent reopening of tickets when customers respond with a thank you.
Scenario automation
- Perform multiple actions on a ticket with a single click by automating repeated actions.
Agent collision detection
- Ensure that multiple agents don’t wind up working on the same ticket by accident.
Ticket field suggester
- Automatically suggest ticket fields to categorize, prioritize and route incoming tickets.
Custom ticket status
- Create custom statuses that suit your workflow to identify what stage a ticket is in.
Canned responses
- Provide quick, consistent responses to common questions by creating pre-formatted replies.
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Resolve issues together
Freshdesk helps you work together with team members from across the company to provide quick and consistent answers to your customers.
Team huddle
- Discuss specific parts of tickets with experts from across your company to figure out the best solutions.
Linked tickets
- Link related tickets together to keep track of widespread issues and deliver consistent responses.
Shared ownership
- Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Parent-child ticketing
- Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.
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Support across channels
Unify and manage all support-related communications from multiple channels on a single platform.
- Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.
Chat
- Engage, support, and retain customers through live chat.
Website
- Let customers raise tickets from your website and display related knowledge base articles as they type.
Phone
- Set up a fully functional call center and record and track calls by converting them into tickets.
Social media
- Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.
- Engage your customers instantly through WhatsApp and resolve their queries faster.
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Manage your field workforce
A seamless end-to-end solution with all the capabilities you need to help your customers.
Service tasks
- Create service tasks for tickets that need a field team response and track its status to completion.
Scheduling dashboard
- Drag and drop appointments, assign tasks and get a bird's eye view of your field team workload.
Customer signature
- Obtain signatures via the Freshdesk mobile app with a single swipe and attach it to the service task.
Service groups
- Create field technician groups based on location, priority and other factors to reduce waiting time and boost first-time fix rates.
Mobile field service
- Enable field technicians to pick up service tasks, update information and resolve issues on the go.
Time tracking
- Automatically track time spent working in the field with the mobile app and log your billable hours.
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Increase your team’s productivity
Automate every step of your team’s workflows with Freshdesk's powerful automations.
Ticket dispatch
- Automatically assign tickets to agents and groups based on keywords, requester or properties.
Time-triggered automation
- Execute maintenance activities on tickets based on the time lapsed since an event happened.
Automatic email notification
- Notify customers and agents automatically about the changes happening in their ticket.
Intelligent ticket assignment
- Assign tickets to agents based on their current workload, skill or using the round robin method.
Event-triggered automation
- Implement one or more actions on specific tickets as soon as an event happens.
Omniroute
- Auto-assigns emails, chats and calls to your agents based on their available bandwidth to support customers faster.
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Help customers help themselves
Leverage advanced bots, a knowledge base with integrated forums, and a web widget to help your customers find answers faster.
Chatbot powered by Freddy AI
- Deliver instant and precise answers to your customer's questions for faster resolutions.
Automatically suggest solutions
- Allow relevant solutions to pop up for customers and save time for your agents and customers.
Feedback mechanism
- Writers will be notified automatically about feedback on their articles so they can implement them.
Email to Kbase
- Let agents convert their ticket replies into knowledge base articles, as they reply.
Solution article analytics
- Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped.
Link forum topic to ticket
- Convert critical issues raised in the community into tickets so they get the required attention.
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Measure and improve efficiency
Use Freshdesk’s Analytics to capture and analyze your customer support data effortlessly.
Curated reports
- Understand how different agents and groups are performing based on various helpdesk metrics.
Dashboards
- Monitor your helpdesk using real-time data about tickets, trends and groups.
Schedule reports
- Schedule default and custom reports so that you can receive them in your inbox periodically.
Customer satisfaction ratings
- Gauge how customers feel about your support using customer satisfaction reports.
Custom reports
- Build reports from scratch and customize them to suit your requirements.
Widget customization
- Customize the widgets in your reports to exhibit the look and feel of your brand.
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Complete customization capabilities
Freshdesk puts control back in the hands of support managers without forcing you to sacrifice customization, speed, or agility.
Portal customization
- Customize the look and layout of your support portal with full CSS customization and ready-made themes.
Custom ticket forms
- Collect information important to your business by adding and modifying the ticket form fields.
Custom apps
- Build and integrate custom apps to carry out workflows that are unique to your business.
Customize agent roles
- Give differential permissions for access and actions according to the roles and responsibilities of agents.
Custom URL
- Use your own vanity URL for your support portal and provide a seamless customer experience.
Customer segments
- Provide personalised support for different customers by classifying them based on their support needs.
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State-of-the-art data security
Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform.
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.
Identity & access management
- Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.
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).