Keep track of customer conversations by converting them into tickets
Convert all incoming emails into tickets. Prioritize, categorize and assign them to the right people.
Freshdesk
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Freshdesk
Delight your customers and win them for life.
Looking for an Omnichannel, AI-driven or Self Service solution for customer service? We've got you covered!
Over 150,000 businesses of all sizes trust us.
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Freshdesk simplifies work for your agents
Team Inbox
Unlike email, our ticketing system is designed for team collaboration and agent productivity. This means that you can do so much more than just sending replies. Prioritize every ticket based on the keywords. Assign every ticket to a specific agent and group so there is no confusion about who should be working on which ticket. Filter tickets based on specific properties so the most important tickets that agents should work on are front and center.
SLA management
Set up rules for when every ticket needs to be replied to and solved so agents are clear about the deadline. A service level agreement across your helpdesk ticketing system to communicate the estimated time with the customer and the agent and measure how many agents are able to stick to the time frames.
Redistribute the workload or add more people to the team based on the SLA compliance. You can even set up automatic reminders for agents and escalations to managers whenever the SLA was not met.
Service Tasks
Create service tasks for customer tickets that require field visits. Assign to the right field technician or service group based on problem type, location, skills needed and more. Field technicians can access these service tasks via the Freshdesk app for iOS and Android to navigate to customer location and solve problems.
Updates from field technicians are added as notes to service tasks so helpdesk agents can track progress on a ticket to completion.
Everything you need to redefine your customer support
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Keep track of conversations
Prioritize, categorize and assign tickets so you never lose track of them..
Explore ticketing
Resolve issues together
Work together as teams to quickly and efficiently solve customer problems.
Explore colloborationSupport across channels
Unify and manage all support-related communications from multiple channels on a single platform.
Explore multichannel supportIncrease your team’s productivity
Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.
Explore automationsHelp customers help themselves
Create a self service experience for customers with a knowledge base and forums.
Explore self serviceMeasure and improve efficiency
Identify problems, plan based on metrics and improve helpdesk performance.
Explore reportingComplete customization capabilities
Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours.
Explore customizationState-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.
Learn more about Freshdesk security
Available plans