Keep track of conversations

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

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Agent Collision Detection

Ensure that multiple agents don’t wind up working on the same ticket by accident.

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.

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Increase your team’s productivity

Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.

Explore automations
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.

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Time-triggered automation

Boutique winter Casual Dress Love Julian 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.

Help customers help themselves

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

Explore self service
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.

Explore reporting

Complete customization capabilities

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

Explore customization

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.

Learn more about Freshdesk security
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.

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