Multi-channel support

Freshdesk is a multiple channel support tool, which acts as a single platform where all customer queries come in. The different support channels include - Email, Phone, Chat, Social (Twitter and Facebook), Website (Portal and Feedback Widget) and E-commerce.

Email Ticketing

Each Freshdesk account can have an unlimited number of mailboxes, allowing you to access and manage all of your support emails in one place. Every ticket that comes into your helpdesk can be prioritized, categorized, and assigned automatically. Agents can collaborate on a particular issue using private notes (or, if you have the Freshdesk Mint experience, Team Huddle). They can also prevent multiple agents from replying to the same query, using agent collision detection.

Learn more about Email Ticketing

Freshcaller

Freshcaller lets you set up a dedicated call center on the cloud instantly. Just purchase a phone number of your choice, get automatic call recording, converting calls to tickets, IVR support, call monitoring, call barging, call conferencing, call masking, agent transfers, and much more.

This also means that you can get to support your local hotline in multiple countries, and make or receive calls from pretty much anywhere in the world. And if your agents need their calls forwarded to their mobile, that works too.

Learn more about the Freshcaller integration

Freshchat

Give your visitors and customers the experience of modern messaging they are used to. Engage with them on your website, support portal, mobile, or in-app using the Freshchat messenger. Send proactive campaigns that supports, onboards, and retains them. Assign conversations, respond to them, and convert them into tickets from your Freshdesk account.

Learn more about the Freshchat integration

Have you given Freshdesk Omnichannel a try? It combines the best features from Freshdesk, Freshchat, Freshcaller and more!  

Feedback Form

Freshdesk’s integrated feedback form lets you embed a form on your website or product. When your customers submit a question using the form, it gets created as a ticket in your Freshdesk account. 

Learn more about Feedback form

Help Widget

The help widget is a modern experience for your customers to read solution articles and raise support tickets right where they are on your website/product. The help widget can be customized to match the look and feel of your brand. You can also optimize the help widget for ticket deflection by showing the contact form only when a solution article isn't helpful. With the help widget, your customers can quickly read your solution articles and get help and your team can focus on the problems that need some handholding.

Learn more about the new help widget

Facebook Channel

Start engaging with your customers on Facebook by bringing your knowledge base and forums to your Facebook fans with the Facebook Page tab. This way, your customers don't have to leave their favorite social network to get solutions to their issues and you can also keep track of your wall posts and direct messages, right from your helpdesk. You can even convert the posts on your brand page and your direct messages into tickets, automatically. 

Learn more about Facebook Channel

Twitter Channel

Stop searching Twitter manually, trying to keep up with mentions of your brand. Instead, configure Freshdesk to find all the tweets that are relevant to your business, and convert the right ones automatically into tickets for your team to work on. That way, you can make sure actual support requests go directly to your support team, while you still get to monitor important keywords, competitors, and trends without leaving your helpdesk.

Learn more about Twitter Channel

Self-Service Portal

Freshdesk helps you create a personalized support experience for your customers by setting up a portal that is in line with your business. Not only can you completely tailor the look and feel of the portal to make it look like a part of your website, but you can also enable single sign-on and provide seamless access to your portal.

Your support portal is readily integrated with your knowledge base and forums, so it's a one-stop destination for your customers to reach out for help, find answers or discuss ideas about your product with the community. It can even be optimized for search engines so that customers can find what they need from anywhere.

Learn more about Self-Service Portal

Freshdesk – Seamless Customer Support Made Easy

Freshdesk by Freshworks is an award-winning, cloud-based customer support solution that equips you with all the tools needed to deliver outstanding and efficient customerΒ service.

Freshdesk Products
Customer Data Management

Import and export customer data easily

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Helpdesk activity checking

Reviewing the latest support tickets and helpdesk interactions.

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One contact across multiple companies

Linking a single contact to multiple associated companies.

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Sender name customisation

Using sender's name as ticket requester in forwarded emails

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Finding API Key

Steps to locate and access your API key from your account settings.

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Knowledge base setting

Guidelines to create and organize your Knowledge Base for easy customer access.

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Organising agents into group

Grouping support agents based on roles or departments for better workflow Management

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setting up sand box

Instructions to configure your Sandbox environment for safe testing and development.

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Freshdesk help widget on WordPress

Steps to embed and display the Freshdesk help widget on your WordPress site.

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Default fields in ticket form

Overview of the standard fields included in your Freshdesk ticket form by default.

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Configure custom email server

How to configure custom email servers for sending and receiving support emails.

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Run automation on ticket

Set up automation rules for tickets submitted via a specific form.

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Merging contacts

Combining duplicate contacts into a single profile in Freshdesk.

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Freshdesk Multilingual ticket fields & forms

Creating and managing ticket fields and forms in multiple languages in Freshdesk.

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Creating companies and contacts

Steps to create and manage companies and their associated contacts in Freshdesk.

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Freshdesk App Log in & Log out

Instructions for logging in and out of the Freshdesk Android mobile app.

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Forward Emails as Tickets

Forward and convert your support emails to tickets in Freshdesk

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Freshdesk help widget setup

Steps to configure and customize your Freshdesk help widget for your website

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Freshdesk - Freddy self service

Guide to creating a basic bot flow using Freddy Self-service in Freshdesk.

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Freshdesk - Feedback Widget

Collecting user feedback directly from your website using the feedback widget.

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Custom field creation

adding and configuring custom fields in your Freshdesk ticket form.

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Adding new support agents

Steps to add and manage new support agents in your Freshdesk account.

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Custom Support using Customer Segments

Use Customer Segments to tailor and personalize your support responses in Freshdesk.

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Customer portal - Log in & Access

Instructions for logging in and navigating the Freshdesk customer support portal.

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Freshdesk - Customer Tab

Overview of the Customers tab features for managing contacts and companies in Freshdesk

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Freshdesk - Ticket Status

Explanation of different ticket statuses and their roles in the support workflow.

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Multiple ticket forms - Freshdesk

Overview of using multiple ticket forms in Freshdesk to handle various support queries.

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Customer tickets - Auto solve

Set up the Email Bot to automatically resolve customer tickets based on predefined rules.

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Live Chat - Freshdesk

Using live chat as a support channel in Freshdesk for real-time customer assistance.

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Field service management - Freshdesk

Overview of Field Service Management in Freshdesk for managing on-site service

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Freshdesk Reporting & Analytics

Gain insights and track performance metrics using Freshdesk Analytics for smarter support decisions.

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Dependant field in ticket forms

Configure dependent fields in your Freshdesk ticket form to show relevant options based on user input.

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Single Sign-On in Freshdesk

Enable Single Sign-On (SSO) in Freshdesk for seamless and secure user authentication.

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Multi-channel support

Provide customer support across multiple channels like email, chat, phone, and social media in Freshdesk.

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Multi-channel support

Provide customer support across multiple channels like email, chat, phone, and social media in Freshdesk.

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Adding twitter accounts - Freshdesk

Connect your Twitter account to Freshdesk to manage and respond to tweets as support tickets

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Ticket submitting via email

Allow customers to create support tickets by sending an email to your Freshdesk support address.

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Adding phone channels - Freshdesk

Integrate a phone channel into Freshdesk to handle voice calls as part of your support system.

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Editing, cloning and deleting a ticket form

Manage your Freshdesk ticket forms by editing,duplicating, or deleting them as needed.

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Adding new customer agents

Learn how to invite and set up new support agents in Freshdesk to handle customer queries efficiently.

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Freshdesk Automation updates

Review the latest updates and improvements to Freshdesk’s automation features for better ticket management.

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Dynamic sections - Freshdesk

Learn to build dynamic sections in Freshdesk forms that display fields based on user input or conditions.

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Customizing Customer Fields

Modify and manage customer fields in Freshdesk to capture specific information relevant to your business needs.

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Help Desk Reporting Best Practices: 7 Essential Tips

Discover key strategies to optimize your help desk reports, improve decision-making, and enhance customer support efficiency.

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Customer 360 – Get Complete Context on Your Customer

Gain a holistic view of each customer with Customer 360 in Freshdesk, consolidating interactions, tickets, and data for personalized support.

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Understanding Full-time vs Occasional Agents

Learn the difference between full-time and occasional agents in Freshdesk to manage roles, access, and billing effectively.

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Introduction to Apps

Explore how Freshdesk apps enhance your helpdesk by adding new features, integrations, and custom workflows

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Creating a New Ticket from Agent Portal

Learn how agents can manually create support tickets directly from the Freshdesk agent portal.

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User Guide Template Example

Explore a sample user guide template that outlines structure, formatting, and content flow for creating effective documentation.

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Getting Started with FreshThemes

Learn how to customize your Freshdesk portal’s appearance using FreshThemes for a branded support experience.

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Changing Customer Password

Guide to help customers reset or change their Freshdesk portal password securely.

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Identifying Contacts with an External ID

Learn how to use external IDs in Freshdesk to match and manage contacts from third-party systems.

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Getting-started-multiple-customer-support-agents
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Manually Create Tickets from the Agent Portal
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Getting-started-multiple-customer-occasional-agents
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