Delight your customers with effortless customer service

Engage in more meaningful conversations every day, across every channel, with every customer.

Delight customers effortlessly

Simplify every experience & put customers back in control by offering the support they expect, in their channel of choice.

Make every agent a customer champion

Give agents more context and automation to proactively understand customer needs and offer the next-best-action.

Skyrocket the speed of service

Achieve speed in delivering remarkable customer service. Realise service productivity gains in under 3 months, and innovate faster with the NEO platform.

FRESHDESK SUPPORT DESK

Customer & agent delight made easy

Provide the best, most intuitive support across all channels. Proactively understand customer needs to serve excellence, the first time. 

Save time and reduce repetitive tasks. Help agents rapidly resolve customer inquiries with workforce automation and knowledge from one, unified platform.

FRESHCHAT

Connect on channels that customers love

Impress customers with availability in their channel of choice, and seamless transitions at any point in their journey. Integrate a blend of conversational experiences including live-chat, web, mobile and contact center support.

Help customers find answers fast. Launch AI-powered chatbots to easily guide customers in solving their questions.

FRESHDESK CONTACT CENTER

Answer support calls effortlessly

Have more effective phone conversations and connect customers to the right expert, from the beginning.

Prompt agents with a 360-degree customer view and guided resolutions to improve call productivity. Take advantage of powerful routing engines that dramatically reduce call wait times and achieve smarter escalations.

FIELD SERVICE MANAGEMENT

Deliver field service that remote agents trust

Now more than ever, field teams need to serve customers safely and effectively while working remotely. Offer field service that remote agents can trust to easily resolve issues while on the road.

Route service teams efficiently based on availability, proximity and skillset. Offer customers real-time updates via conversational bots and simplified appointment scheduling.

Ticketing Made Easy

Prioritise, categorise and assign tickets so you never lose track of them.

• Team Inbox

• Agent Collision Detection

• SLA Management

• Ticket Field Suggester

• Thank You Detector

• Custom Ticket Status

• Scenario Automation

• Canned Responses

Resolve Issues Together

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

• Team Huddle

• Shared Ownership

• Linked Tickets

• Parent-child Ticketing

Support Across Channels

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

• Email

• Phone

• Chat

• Social Media

• Website

• WhatsApp

Manage Your Field Workforce

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

• Service tasks

• Service groups

• Scheduling Dashboard

• Mobile field service

• Customer signature

• Time tracking

Increase Your Team’s Productivity

Plan, execute, and deliver projects on time with an easy to use, integrated project management tool.

• Ticket dispatch

• Intelligent ticket assignment

• Time-triggered automation

• Event-triggered automation

• Automatic email notification

• Omniroute™

Help Customers Help Themselves

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

• Chatbot powered by Freddy AI

• Help Widget

• Automatically suggest solutions

• Email to Kbase

• Feedback mechanism

• Solution article analytics

• Forum moderation

• Link forum topic to ticket

Measure And Improve Efficiency

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

• Curated reports

• Customer satisfaction ratings

• Dashboards

• Custom reports

• Schedule reports

• Widget customization

Complete Customisation Capabilities

Customize your workflows, customer portal, agent roles, and more to make the helpdesk truly yours. 

• Portal customization

• Customize agent roles

• Custom ticket forms

• Custom URL

• Custom Apps

• Customer Segments

• Custom Objects

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

• IP and Network restrictions

• Identity & access management