Freshdesk is a customer support help desk from Freshworks. It handles tickets in a shared inbox, offers a customer portal and knowledge base, and includes Freddy AI Agent sessions.
Freshdesk itself handles email tickets, while Freshdesk Omni brings in live chat, phone, WhatsApp and more social channels. Automations can categorize, prioritize and assign each new ticket to the right agent or group as it comes in. Collision detection keeps two agents from working the same ticket, and canned responses cover the replies agents send most. Customers can also find answers in community forums and widgets, and built-in reports and dashboards track ticket volume, agent productivity, and response and resolution times.
Freshworks says Freshdesk is aimed at growing customer service teams and fits small and midsize businesses. It names industries including retail and ecommerce, travel and hospitality, banking and financial services, software and IT, manufacturing and online gaming. Travel companies can handle bookings, itinerary changes and service requests, while manufacturers can manage product inquiries and warranty claims. Software firms can support customers through onboarding, product usage and troubleshooting in one workspace.
The Freshworks Marketplace offers ready-to-install integrations, and Freshdesk connects with Google Workspace, Slack, Microsoft Teams, Shopify and Mailchimp. A Jira integration gives support and engineering teams a shared view of tickets and issues, and a Salesforce integration brings customer data into one view. For custom integrations, Freshworks offers connectors, templates and APIs. You can reach support by phone or email, use the knowledge base, video library and customer community, and enroll new agents in the Freshdesk Academy.
Pro adds a multilingual help desk, custom dashboards, intelligent routing and multiple SLA policies, and Enterprise adds skill-based routing, a sandbox and audit logs. Current prices are in the pricing box above.