Help customers help themselves

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

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 and save time for your agents and customers.

Email to Knowledge Base

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

Setup 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.

Resolve issues together

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

Team Huddle

Discuss specific parts of tickets with experts from across your company to figure out the best solutions.

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, multi-stage issues faster by splitting them into smaller child tickets.

Increase your team’s productivity

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

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.

Measure and improve efficiency

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

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.

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

Manage your field workforce

Manage your end-to-end field service operations from right within Freshdesk

Service tasks

Create service tasks for tickets that need a field team response and track its status to completion.

Service groups

Create field technician groups based on location, priority and other factors to reduce waiting time and boost first-time fix rates.

Scheduling Dashboard

Drag and drop appointments, assign tasks and get a bird's eye view of your field team workload.

Mobile field service

Enable field technicians to pick up service tasks, update information and resolve issues on the go.

Customer signature

Obtain signatures via the Freshdesk mobile app with a single swipe and attach it to the service task.

Time tracking

Automatically track time spent working in the field with the mobile app and log your billable hours.

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.

IP and Network restrictions