Delight your customers and win them for life
Looking for Omnichannel, Bots, and Self-service solutions for customer service? We've got you covered!
Freshworks is the only “visionary” on the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center.
Over 40,000 customers trust us.
With Freshdesk, you can…
Exceed customer expectations with Freshdesk
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.
Agent Collision Detection
Ensure that multiple agents don’t wind up working on the same ticket by accident.
SLA Management
Set deadlines for ticket response and resolution based on different business hours or categories.
Ticket Field Suggester
Automatically suggest ticket fields to categorize, prioritize and route incoming tickets
Thank You Detector
Prevent reopening of tickets when customers respond with a thank you
Custom Ticket Status
Create custom statuses that suit your workflow to identify what stage a ticket is in.
Scenario 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
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.
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.
Phone
Set up a fully functional call center and record and track calls by converting them into tickets.
Chat
Engage, support, and retain customers through live chat.
Social media
Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.
Website
Let customers raise tickets from your website and display related knowledge base articles as they type.
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.
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.
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.
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.
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 Kbase
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.
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.
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
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).
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.
Support, now simplified
Conversations made easier
Collaborations made stronger
Support made more automatic
Answers made available faster
Insights made more accessible
Here's why our customers choose us
“We began looking for a new tool in autumn and were keen to get one in place and optimised ahead of the Christmas peak period. Freshdesk ensured that the implementation process was as smooth as possible, and the team were up and running within 48 hours.”
Vaughan Potter
Head of Customer Services
Hamleys
“We were blown away when we saw Freshdesk. The combination of social, email, knowledge base, mobile, and gamification all together is what sealed the deal for us.”
Charles Cooper
Director, Technology Support
“We recommend Freshdesk because it’s great and their agents are determined to make it fit their customer’s needs.”
Matthijs Lok
Marketing Manager Online
Pearson
“Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service departments, as well as internally. In addition to outstanding products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution”
Niv Liran
Chief Product Officer
AUTO1 Group
Try us. You will love the Freshdesk experience.
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