Ticketing Made Easy

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

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.

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 pre-formatted replies.

Resolve issues together

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

Team Huddle

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.

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.

Support across channels

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

Email

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.

WhatsApp

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

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.

Scheduling Dashboard

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

Service groups

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

Time tracking

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

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.

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.

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.

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.

Help Widget

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

Email to Kbase

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

Link forum topic to ticket

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

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.

Automation

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).

Freshdesk plays well with others

Freshdesk integrates with hundreds of Apps and CRMS to empower your data and analytics.

Freshdesk combines best-in-class ticketing, self-service, and reporting.

Blossom

For standard support
$ 19 Agent / Month
  • Email & Social Ticketing
  • Knowledge Base
  • Datacenter Location
  • Automations
  • Marketplace Apps
  • Helpdesk Report

Garden

For getting efficient
$ 45 Agent / Month
  • Everything in Blossom and...
  • Time Tracking
  • CSAT Surveys
  • Performance Reports
  • Multilingual Knowledge Base
  • Custom Apps
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Estate

For stellar performance
$ 69 Agent / Month
  • Everything in Garden and..
  • Round-robin Routing
  • Custom Roles
  • Portal Rebrand
  • Custom Reports and Dashboards
  • Customer Segments
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