Track and manage incoming support tickets from multiple channels with one inbox.
Set deadlines for ticket response and resolution based on different business hours or categories.
Perform multiple actions on a ticket with a single click by automating repeated actions.
Provide quick, consistent responses to common questions by creating pre-formatted replies.
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Link related tickets together to keep track of widespread issues and deliver consistent responses.
Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.
Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.
Engage, support, and retain customers through live chat.
Let customers raise tickets from your website and display related knowledge base articles as they type.
Set up a fully functional call center and record and track calls by converting them into tickets.
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.
Create service tasks for tickets that need a field team response and track its status to completion.
Drag and drop appointments, assign tasks and get a bird's eye view of your field team workload.
Create field technician groups based on location, priority and other factors to reduce waiting time and boost first-time fix rates.
Automatically track time spent working in the field with the mobile app and log your billable hours.
Automatically assign tickets to agents and groups based on keywords, requester or properties.
Execute maintenance activities on tickets based on the time lapsed since an event happened.
Notify customers and agents automatically about the changes happening in their ticket.
Assign tickets to agents based on their current workload, skill or using the round robin method.
Implement one or more actions on specific tickets as soon as an event happens.
Auto-assigns emails, chats and calls to your agents based on their available bandwidth to support customers faster.
Deliver instant and precise answers to your customer's questions for faster resolutions.
Allow relevant solutions to pop up for customers and save time for your agents and customers.
Writers will be notified automatically about feedback on their articles so they can implement them.
Show helpful solutions based on where your customers are — on your website, mobile app, or even chat!
Let agents convert their ticket replies into knowledge base articles, as they reply.
Convert critical issues raised in the community into tickets so they get the required attention.
Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.
Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.
Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network).