SUPPORT DESK FEATURES

*Pricing mentioned is for per agent license per month. (Annual billing/Monthly billing)

Support Channels
Add your mailbox(es) to Freshdesk. Track and manage all your email interactions by
Email ticketing
converting
Enable yourthem to tickets.
customers to login to your Freshdesk portal to raise tickets and know the
Portal
status/progress
Bring your supportof each
portalticket by fans
to your themselves withoutand
on Facebook waiting for an
convert agent
all the update.
posts and direct
Facebook
messages into tickets.
Give your customers a quick way to raise issues by integrating your ticket form inside your
Website/ticket forms
website
Translateoryour
webticket
app using
formsthe Feedback
in the widget.
languages you offer support, so your customers can raise
Multilingual ticket forms
tickets in the language they understand best.
Help customers help themselves by writing searchable support articles on your knowledge
Knowledge base
base.
Help customers help each other by creating a community forum and letting customers share
Community forums
ideas and raise issues.
Proactive support via social tab
Social attachment Attachment feature for Facebook replies

Ticketing
Reply to tickets created through any support channel right from Freshdesk. The replies will
Reply to tickets
reach theFreshdesk
Forward customerstickets
through
to their preferredemail
any external channel.
address. Additionally, agents can forward
Forward tickets
emails to the helpdesk
Communicate internallyand create
within ticketsbywith
the team the sender
adding private as the to
notes ticket requester.
tickets. Involve one or
Add private notes
more agents by notifying them.
Add notes to tickets that can be seen by customers too. You can switch off the email-
Add public notes
notification
Get updatesand
on make
certainthem non-invasive.
tickets by watching them. You can add other agents as watchers on
Watch tickets
a ticket manually or automatically.
Merge tickets from that talk about the same issues and save time spent on sending the
Merge tickets
same
Split areply multiple
customer times.
reply into a different ticket with a new ticket ID to avoid handling multiple
Split tickets
issues on the same ticket.
Use default statuses (open, pending, resolved, closed) to clearly communicate with the
Set status
customer what stage the ticket is in.
Set custom statuses Create custom statuses suitable to your business to identify what stage a ticket is in.
Use the priority field to classify the importance of the ticket. Automatically assign priority
Set priority
based
Modify on the ticket
tickets requester
to remove or the
sensitive nature of the
information. issue. ticket editing privileges from agents
Remove
Edit tickets
when necessary.
Print out an overview of any ticket conversation along with its properties and share it with
Print tickets
relevant stakeholders.
Create automation rules to mark tickets from certain requesters or those carrying certain
Mark tickets as spam
keywords as spam (or mark them as spam manually).
Delete tickets Automatically delete tickets that are from certain requesters or contain certain keywords.
See information related to the requester of the ticket right next to it. Use integrations to show
View requester info
information
Filter ticketsfrom your
based onCRM and Marketing
its properties automation
like due tools and
by time, status as well.
the agent who is working on
Filter tickets
the ticket.
Filter tickets and save them as views so you can pull up the list anytime with one click. You
Create custom ticket views
can also share your ticket view with other agents.
 Customize the columns in the Table View of your ticket dashboard. You can add columns to
Customize Table View
track specific
Perform ticket
multiple data fields,
actions and rearrange
like changing them as necessary
ticket properties and sending replies on multiple
Perform bulk actions
tickets in one go.
Ticket Export Export any list of tickets along with the properties of the tickets you choose.
Tag tickets, contacts and solution articles with keywords. They can be used for search and
Using Tags
for reporting.
Shared canned responses Save answers as canned responses and insert them into your ticket replies with one click.
Agents can create their own personal canned responses depending on their role and the
Personal canned responses
type
Createof templates
tickets theywith
deal with
pre-filled information like subject, description and ticket properties and
Ticket Templates
use them
Search to quickly
your create
knowledge tickets
base and/or
for any sendarticle
existing emails.about the issue and insert helpful
Insert solution articles
articles in your ticket replies.
Know who else is looking at the same ticket as you and who is typing out a reply to the
Agent collision detection
ticket.
Prevent multiple or context-less replies being sent to the customer using traffic cop which
Traffic cop
stops
Add an your replies
action itemifrelated
there were any updates
to a ticket sincelist.
in the to-do youYou
opened the the
can see ticket.
list of your to-dos in
Add a to-do
your dashboard.
Add reminders to your to-do list Get notified in Freshdesk every time your to-dos are due.
Track the time agents spend on every ticket. You can also use our intergrations with billing
Add time to tickets
software to invoice the customers.
Public ticket URL Let others look at a ticket without logging into the support portal using the public ticket URL.
Receive automatic updates on the ticket list and details page and get to know the changes
Auto refresh ticket list and details
made without
See the manually
complete hitting
history of therefresh.
ticket, including which agent/automation rule modified which
Ticket activity log
properties.
Manually change the due date and time for a ticket depending on the urgency of the issue.
Manual override due date and time
Requires Supervisor
Initiate contact access
with the customer by sending them an email right from the helpdesk (which
Send outbound email
are automatically converted to tickets).
Filtered search Filter your search results with all ticket properties.
Add to response Add attachments to the next reply with a click of a button.
Multifile attachments Add multiple attachments at one go.
Annotated Image Attachments Provide clarity in your screenshots by annotating image attachments from the ticket page.
When responding to customers, use keyboard shortcuts to insert canned responses and
Quick Actions in Ticket Replies
solution
With the articles.
focus mode is enabled, when an agent replies and closes a ticket, the focus mode
Focus mode
automatically moves
Create a summary ofto the
the next available
conversation withticket in your queue
a customer and pin it to the ticket. Other teams
Summary App
you are collaborating with can catch up more easily.
Clicked on ‘Send’ even before the email was ready to go out to the customer? Use the ‘Undo
Undo Send
Send’
Sort yourbutton within 10 seconds
conversations of replying
on the ticket detailstopage
stop in
it from going out. or reverse
the chronological
Sort ticket conversations
chronological
Freshdesk order. with Freshmarketer allows agents to replay user sessions on website
integration
Session Replay Requests often come in with limited information and you might end up asking a set of
and easily see wheretovisitors
repetitive questions are encountering
your customers. problems
Use Canned forms to process these requests
Canned Forms
efficiently and with ease. These readily accessible
Custom Objects can help you capture and store very specificform templates are customizable
business and
data that does nothelp
Custom objects in resolving major service requests faster.
exist in Freshdesk
With advanced by scope,
ticket default.agents can be given limited access to tickets that are a part of a
Advanced ticket scope
different group.
Collaboration
Link and keep track of all the tickets relating to similar issues in the helpdesk to provide
Linked tickets
consistent
Share yourand quick
ticket withupdates
anotherto your in
agent customers.
the helpdesk to collaborate and extend seamless
Shared ownership
support to your
Split a ticket intocustomers.
multiple child tickets of smaller tasks on which the respective teams
Parent child ticketing
involved can work
Collaborate with teamon parallelly.
members across the company and even outside the company to
Contextual collaboration with Freshconnect
resolve customer
Invite other issues faster.
team members or third-party vendors to collaborate on tickets and fast track
Collaborators
ticket resolutions

Automations
Automatically assign tickets to agents and groups based on keywords, ticket requester or
Automations that run on ticket creation
ticket properties.
With the focus mode enabled, when an agent replies and closes a ticket, the focus mode
Time-triggered automations
automatically
Automatically moves
executetoone
the or
next available
more actionsticket in theirlike
on tickets, queue
escalating a ticket or reassigning
Event-triggered workflow automation
them, as soon as an event happens.
Scenarios Execute a series on action on a ticket with one click.
Automatic email notification Notify customers and agents automatically about the changes happening in their ticket.
Assign tickets to all available agents within a group using the round robin method
Round robin ticket assignment
automatically.
Assign tickets automatically to agents based on a threshold value to ensure agents aren't
Load balanced ticket assignment Skill based ticket assignment allows you to easily match tickets to the agent most proficient
overwhelmed.
Skill based ticket assignment in dealing with them in your group, while simultaneously maintaining the load that the agent
Teams can be
has to work assured that no new issues are assigned to agents that are unavailable.
with
Out of office scheduler
Automations can detect whether
With the auto-responder detector,an agentwon’t
agents is OOO
be and how long
bothered with they're
emails unavailable for their
that don’t need
Auto response detector
attention. Tickets that receive automatic responses aren’t reopened.

Helpdesk Management
Set expectations with customers and agents on when an issue should be responded to and
Service Level Agreement (SLA)
resolved using SLAs.
Create multiple SLA policies to accomodate the expectations of different kind of customers
Mutiple SLA Policies
and different agent shifts, products etc.
SLA Reminder Remind agents about a ticket when its due by date is close using reminder emails.
Escalate tickets to managers or more experienced agents if they are not resolved within their
SLA Violation Escalation
due by time.
SLA for every response Set SLA targets for every response to ensure your team responds quickly every single time.
Define the working hours of your support team so SLA due by time is calculated based on
Business hours
business hours and not calendar hours.
Multiple Business hours Define the working hours of different groups of your support team.
Set up the time-zone of your helpdesk so business hours and SLA take that into account
Multiple time zone
and customers
Create know in
custom fields when
yourtoticket
expect a resolution.
form to capture details about a ticket from an agent or
Custom ticket fields
customer.
Add a hierarchical dropdown to your ticket form to create deeper ticket categories and
Dependent fields
identify the most
Create ticket prominent
forms types of issues
that dynamically changethat
andcome intonew
display your helpdesk
fields based on the option
Dynamic ticket form Support multiple products
selected in the type field. in your company using a single helpdesk. Set up different
Multiple products customer portals for different products and use automation rule to direct issues to different
teams.
 Keep track of different shifts, automate workflows, and ensure that you provide great support
Agent Shifts
round the clock.

Change Management Having multiple admins makes administration easier but there's always a risk of losing
Audit Log visibility
Designed over the changes
to copy made
all settings thatand
canwho made
impact thethem. AuditofLog
workflow yourinhelpdesk,
Freshdesk serves as a
Sandbox
Sandbox one-stop for Admins to changes made to Automations, Agent profiles and
enables administrators to have a better way of trying and testing new features andmore.
configurations in Freshdesk without directly impacting customers or agents.

Agent Management
Group agents based on working hours, geography, expertise and convenience. Set different
Agent groups
SLAs and permissions for each group.
Agent roles Assign a role to an agent to define what part of the helpdesk the agent can access.
Custom agent roles Pick and choose actions and create a custom agent rules other than the 4 default roles.
Agent scope Control which tickets a particular agent can see in your helpdesk using scope.
Assign tickets to agents based on their working hours by letting them set the time-zone they
Time zone for agents
are operating
Let agents setout
up of.
their portal language so they can see the portal in the language they
Agent portal language
choose.
Add temporary agents to your helpdesk to help during the high ticket volume days using
Occasional agents
daily passes.
Agent signature Let agents set up a signature that auto-populates at the end of all their ticket replies.
Assume identity View the helpdesk and reply to tickets as one of your agents but assuming their identity.
Set up a template that auto-populates when agents hit reply so they save time spent on
Agent reply template
typing
Qualitythe replyisfrom
Coach scratch service
a customer and theyquality
get toassurance
know the tone andthat
feature voice of the
helps youcompany.
review and
Quality coach
improve the quality of agent interactions and identify skill gaps

Customer Management
Freshdesk will automatically create contacts whenever someone contacts you helpdesk
Create contacts
through any channel
Group multiple youinto
contacts have configured.
companies based on their domain names give contacts the
Create companies
ability
Gathertoinformation
view other about
ticketsyour
fromcustomer
the sameand
company.
they company they belong to and give more
Contact and company fields
context to agents resolving their issues.
Improve customer context for agents by tailoring the customer information collected based
Custom contact and company fields
on yourmultiple
Merge business needs.created when the same person is reaching you through multiple
contacts
Merge contacts
channels.
Measure the quality of your customer service by sending out precise and well-crafted
Satisfaction surveys - Standard
customer satisfaction surveys.
Satisfaction surveys - Customisable Create customized satisfaction surveys catering to your business’s exact requirements.
Create customer feedback surveys in the language your customers best understand to
Multilingual satisfaction surveys
increase yourcompanies
Link multiple feedback survey response
to a single rates.
contact and get better visibility into tickets raised by
Link multiple companies to a contact Track customer information from across systmes easily using a single unique external ID for
resellers, contractors, freelancers or account managers.
External ID support each contact. Find contacts easily whether you're looking for them inside Freshdesk or
Customer Journey outside.
Agents can see the last five solution articles read by the customer before raising a ticket]
Customer 360 Add a note to a specific contact in Freshdesk
 Provide personalized support for different customers in your helpdesk by helping you classify
Customer Segments
users
Get a based
timelineonoftheir support needs.
a customer’s past interactions with your team across channels to get
Customer Timeline
instant
Give yourcontext
agentsonmore
a customer’s problem
context by adding custom events to your customer timeline using
Customer Timeline Activity APIs
activity APIs

Self Service
Email to Knowledge Base
Private Knowledge Base
Auto suggest solutions
Multilingual Knowledge Base
Advanced article bulk actions
Automatic article reordering
Advanced article filtering
Multi-product content management
Article templates
Article Versioning
Approval workflow
Appearance customization in the help widget
Widget APIs
Frustration prediction in the help widget
Multilingual contact form in the help widget
Multilingual knowledge base in the help widget
Page specific solutions
Customer journey in the help widget
The Email-to-KBase capability in Freshdesk lets you convert your agents' ticket replies into
solution articles.
Create troubleshooting or process documents and keep it internal/private by restricting
visibility
PopulatetoourjustKnowledge
your agents.
base and set up your support portal to Auto-suggest solutions that
are in line with a customer's
When you have customers from query beforethe
around they submit
world, a ticket. kbase can help you support
a multilingual
all of them
Update withproperties
article ease. like the author, tags, etc on multiple articles simultaneously using
bulk actions
Restructuring the knowledge base has been simplified further with the all-new two-pane
view. This consists of all the categories, folders and articles, for you to manage in one place
Manage the knowledge bases of the multiple products in your product line from one
Freshdesk
Standardizeaccount.
the articles that will be published on your help center using highly customizable
templates
Create and manage versions of your knowledge base articles with ease. Get the entire
timeline of every single change on an article for complete visibility.
Track, review, approve, and publish knowledge base articles.
Detect moments when your customers are frustrated with your website and open up the
contact form, asking them if they need help.
Pick certain articles to show up on the widget and provide contextual help for customers,
based on the web page (URL) they're currently viewing.

AI features
Free bot sessions
Email bot Automatically responds to tickets with solution articles. Includes
Agent scripts Guide agents
Assist Bot is athrough pre-configured
natural progression steps to
of Agent help resolve
Scripts customer
i.e. Guiding queries
agents faster.
through pre-
Assist Bot configured steps to help resolve customer queries faster. Additionally, you can set up your
Setup
Assist automation rules
Bot in multiple that can execute
languages, have thewhen Freddyintent,
bot detect detects
anda more.
“thank you” email from
Thank you detector
customers
Ticket field suggester / Auto-triage Automatically predict ticket fields like the Type, Priority & Group.
Canned Response Suggester Let Freddy suggest canned responses to your agents to help them respond to email tickets.
Article suggester Agents
Analyzeget
thesuggested
number ofKBase articles
messages to respond
exchanged in atobot
email tickets
conversation, the number of API calls
Bot reporting triggered, and also get a deep-dive into the conversations as a whole - in terms of their type
and properties.

Customization
Customize your customer portal to suit your company's brand like adding your logo, and
Public portal customization
brand colors. content and personalize your automated emails/templates using Dynamic
Add dynamic
Dynamic Placeholders
Placeholders
Change your customer portal URL to a custom URL like help.yourcompany.com and remove
Custom domain mapping
the Freshdesk branding.
CSS customization Customize your customer portal using CSS to make it look like your website.
Select the language of your customer portal based on your audience. Pick different
Multi-language customer portal
languages
Change thefor different
look, customer
feel and portals.
functionality of your customer portal by completely customizing
Complete portal customization
the
Uselayout
one ofofthe
theready
portal.
made themes on your customer portal to customize the look and feel
Freshthemes
with minimum developer
Freshdesk will automaticallyassistance.
generate a sitemap for each account. Save yourself the trouble
Automatic site map generation
of regenerating and re-submitting sitemaps every time there is a change in content.

Analytics and Reporting

Understand how your different agents and groups are performing with respect to various
Agent and Group Performance
performance metrics.
Helpdesk in-depth See the values of major helpdesk metrics and see breakdowns based on various properties.
Drill down into every metric to the ticket level and immediately act on the tickets that need
Drill down into tickets
attention.
An analysis of the first response time, overall response time and resolution time of the
Performance Distribution
helpdesk.
Ticket volume trend An analysis of the tickets created, tickets resolved and the unresolved tickes over time.
Analyse
See yourresolved
top and tickets
bottom in
5 your helpdesk
customers over
based onavarious
specificmetrics
time period, to identify
like tickets potential
created, ticket
Customer Analysis issues thattime,
cause delays in resolution. It gives a clear picture of scenarios like multiple
resolution etc.
Ticket Lifecycle Report reassignments,
Freshdesk's Time escalations within the
Sheet Summary letsgroup or SLA violations
you generate that the
and analyze got time-spent
triggered because of a-
by filtering
Time Sheet Summary report change
based on in customers,
group. groups of customers, and your agents - so that you can understand
Createthe
where powerful reports
working hoursunique to your business and draw deeper insights from your
are going.
Custom Reporting
helpdesk data
Data Export Export data from your helpdesk and analyse it with any tool you use.
Filter any report based on ticket properties including tags and save it to quickly open it any
Saving Reports
time you want.
Schedule default and saved reports so anybody in your helpdesk can receive them in their
Scheduling Reports
inbox
As an periodically.
Schedule hourly,
Account dailyyou
admin or weekly exportsand
can schedule of ticket properties
receive with contact
a daily export andwith
of events company
all the
Export Ticket Activities information of the requester. This makes it easier to track specific metrics that matter to your
updates on your tickets the previous day (including the ones performed by automations).
Export Ticket Properties team. You can choose to email the reports (10 agents max.) or hit an endpoint API that gives
Default Dashboard you
Get the
a latest
quick file.
overview ofdashboards
the most important
Create and customize for each helpdesk
team, groupmetrics andTrack
or goal. identify bottlenecks
only the relevanteasily.
Team Dashboards metrics in each dashboard and provide better feedback to agents. Set performance limits for
each metric and watch color change if your team does not meet expectations.

Gamification
 Remove boredom and monotony by turning every ticket into a chance to win points and
Arcade
trophies using Arcade. Identify agents who solve issues quickly and accurately.

Security
Let agents sign into your Freshdesk portal using Google, Twitter, Facebook or any internal
SSO
directory
Configureyou use.
Freshdesk to provide SAML Single Sign On for your agents so they do not have to
SSO with SAML
provide
Increaseseparate
helpdesklogin credentials.
security by controlling who can log into the portal using their IP
IP whitelisting
addresses.
Domain whitelisting (Helpdesk restriction) Control who can create tickets and access your self service portal by whitelisting domains.
Manage email transactions at your end by using your own email servers to send and receive
Custom email servers
emails through Freshdesk.
SSL Avail one default SSL certificate for your portal on the freshdesk.com domain.
Custom SSL Increase security to your custom domain by enabling a custom SSL certificate.
Set up custom password policies for your agents and customers and protect your helpdesk
Password policy for agents and customers
from
Emailhackers.
authentication feature to prevent spoofing and reduce emails from FD being marked
DKIM/DMARC
spam.
Data center Choose the location of the data center in which you want your data to be hosted.

Migration
The Zendesk import tool lets you quickly migrate your data and configurations like
Zendesk to Freshdesk Migration
Users, Companies, Agents, Tickets, Knowledge base and Forums

Freshdesk Marketplace
Apps 900+ integrations with popular tools like Salesforce, Jira, Slack, Google Apps
Custom Apps Create and install custom apps to enhance your helpdesk functionality.
Keep sales, marketing and support in sync by integrating Freshdesk with your favorite CRM
Email marketing and CRM apps
and
Add email marketing
surveys apps. apps right inside Freshdesk tickets to get instant feedback from
using external
Survey & feedback apps
customers.
Use these integrations to easily invoice customers based on the time logged by your team in
Time tracking and invoicing tools
support.
Cloud telephony integration app The CTI app allows you to make and receive calls directly from your Freshdesk account.
API Access Communicate with various applications and keep all your information in sync

Mobile Apps
Freshdesk Mobile app Support customers anywhere any time using the Android or iOS apps for Freshdesk.

Customer Service
Knowledge base
Community forums
24x7 email support
24x5 chat support
24x5 phone support
 Growth Pro Enterprise
Free
$15/$18 $49/$59 $79/$95
Sign up Sign up Sign up Sign up

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N NY - Up to 5000Ycollaborators
- Up to 5000 collaborators

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OMNICHANNEL FEATURES
*Pricing mentioned is for per agent license per month. (Annual billing/Monthly billing)

TICKETING Add your mailbox(es) to Freshdesk. Track and manage all your email interactions by
Email ticketing converting them to tickets.
Automatic email notifications Keep customers
Monitor in the
Twitter and loop at
respond toall timesmentions
tweets with automatic emailmessages
and direct notifications
right from your
Twitter helpdesk.
Bring your support portal to your fans on Facebook and convert all the posts and direct
Facebook messages into
Add notes to tickets.
tickets that can be seen by customers or just your team. You can switch off
Public and private notes in tickets the email-notification
Merge tickets from that and make
talk them
about the non-invasive.
same issues and save time spent on sending the
Merge tickets same reply multiple times.
Ticket export Export any list of tickets along with the properties of the tickets you choose.
Ticket activities Displays a comprehensive
Use the priority log of
field to classify theallimportance
the activities
of that have happened
the ticket. on aassign
Automatically ticket.priority
Set Priority based on thestatuses
Use default ticket requester or the nature
(open, pending, of the
resolved, issue.to clearly communicate with the
closed)
Set Status customer what with
Initiate contact stagethe
thecustomer
ticket is in.
by sending them an email right from the helpdesk (which
Outbound email are automatically converted to tickets).
Multiple shared inboxes Send and receive emails by connecting multiple shared inboxes with Freshdesk
In-app smart notifications Smart
Clickednotifications givesbefore
on ‘Send’ even your agents important
the email real-time
was ready to go alerts
out to right inside Freshdesk.
the customer? Use the
Undo send ‘Undo Send’ button within 10 seconds of replying to stop it from going out.
Split a customer reply into a different ticket with a new ticket ID to avoid handling multiple
Split tickets issues on conversations
Sort your the same ticket.
on the ticket details page in the chronological or reverse
Sort ticket conversations chronological order.
Get updates on certain tickets by watching them. You can add other agents as watchers on
Watch tickets a ticket custom
Create manually or automatically.
fields in your ticket form to capture details about a ticket from an agent or
Custom ticket fields customer.
Custom status Create custom statuses
Add a hierarchical suitable
dropdown to your
to your business
ticket form to to identify
create whatticket
deeper stagecategories
a ticket is in.
and
Dependent fields in ticket forms identify the most prominent types of issues that come into your helpdesk
Create ticket forms that dynamically change and display new fields based on the option
Dynamic ticket forms selected in the type field.
Whatsapp business Convert your one-on-one WhatsApp conversations, including images or GIFs, into tickets for
Time tracking Measure the amount
Create templates withofpre-filled
time youinformation
spend in customer support
like subject, and invoice
description customers
and ticket directly f
properties
Ticket templates and use them to quickly create tickets and/or send emails.
Assume identity View the helpdesk and reply to tickets as one of your agents but assuming their identity.
Annotated image attachments Provide
Custom clarity in can
Objects yourhelp
screenshots by annotating
you capture image
and store very attachments
specific from
business the
data ticket
that doespage.
not
Custom Objects exist in Freshdesk by default.
MESSAGING & Live Chat
Monthly Unique Visitors (MUV) Monthly Unique Visitors are visitors who accessed the site/users who opened the app at leas
Web messenger
Mobile In-App via SDKs (Android, IOS, Phonegap etc)
Facebook Messenger Facebook Messenger
Private Notes Keep other agents in the loop with private notes
Groups Organize team members into groups
Rich Messaging Images, videos, attachments, gifs, calendar, dropdown, carousels, in-message FAQs
Read Receipts Read receipts help agents figure out when a user has read the message
File Attachments
Conversation Labels Keep track of the different kinds of requests and messages by labeling conversations
Team Inbox Lite Take Team Inbox inside other apps like Freshdesk, Salesforce, etc
Team Inbox Lite (Chrome Extension)
Manual Messages
Files Store files frequently shared with customers on Messaging for quick access
Tickets from messaging conversations Convert conversations into tickets with helpdesk integrations
Topics Categorize conversations into topic-based channels like delivery, pricing, demo etc.
FAQs Integrate FAQs inside the messenger and reduce the number of support queries.
WhatsApp Business Offer intelligent self-service and provide the right information at the right time for custome
Apple Business Chat Automate repetitive conversations with AI and engage with customers seamlessly on Apple
LINE Help customers 24/7 with chatbots and personalize conversations on LINE
Smart Plugs Pull information from external apps inside the team inbox to engage and reply with context.
Triggered Messages Event based message triggers
Targeted Messages Send scheduled
Connect messages level
on a personalized and engage specific
with screen userand
sharing segments
audio chat — for sales,
Co-Browsing onboarding, or support.
Transcript download/share Share/Download conversation transcript using transcript apis

PHONE
Free incoming call minutes/month Get free local incoming calls attended on browser in US, Canada, EU, UK, and ANZ
Buy Local/Toll-free numbers* Buy local phone numbers for your cloud PBX system in 50+ countries.
Buy Vanity numbers* Buy phone numbers with easily remembered sequence of digits
Number Porting* Port your existing business phone numbers into Freshdesk Contact Center
Call Masking Mask your call center numbers with your personal number to connect better with contacts
Ringtone customisation Use custom ringtones for each number in your account instead of the default dialer tune
Customizable Greetings & Messages Set default or customized greeting messages for your call queues, wait queues, voicemail
Transfer to Teams Transfer a call to a team or group to find the next available agent
Route to External Number Create a call flow and route calls to external numbers
Concurrent Calls Answer or make multiple calls on the same number, simultaneously
Answer in Browser* Answer calls on your web browser
Forward to Phone* Forward incoming calls to your personal mobile number
Mute Mute yourself when you are on a call
Outbound call from any number* Make outbound calls from any number
Basic Call Queues Create call workflows and route it your agents and teams
Call Blocking Stop unwanted calls from reaching your agents by blocking spam numbers
Hold Put callers on hold when agents are performing actions in the backend
Hold with Music* Play customized music when callers are put on hold
Call Metrics View metrics like call duration, call cost, tags, assignee for inbound and outbound calls
Call Metrics Export Export call metrics
Personalize data as aand
your greetings CSV or Excel
have customfilevoicemail messages for every phone number
Voicemail you own.
Call Recording Record calls with contacts so you can revisit them later for quick context
Pause call Recording Pause the recording of an ongoing call
Real-time Call Summary View the summary of a call including its call metrics, recording, call notes, cost, and voicemail
Real-time Queue Visibility View the number of callers currently waiting in the queues
Real-time Agent Activity View the availability status of all agents in your account in real-time
Call Center Agent Statuses Choose from a set of default and custom agent statuses
Call Monitoring Monitor your call center agents and maintain a superior customer experience.
Call Barging Barge into an ongoing
View advanced metricscall
likethrough the speed,
answering real-time dashboard
queue time, talk time, ACW time,
Advanced Call Metrics transcriptions and more
Bring your own carrier (BYOC) Use phone numbers from an external carrier without losing the benefits of Freshdesk Conta
IVRs (phone trees) Create an IVR menu and route calls to a particular agent, team, or an external number
Opt-in IVR Get your customer's consent or inputs through keypresses before recording a call
IVR CSAT Collect CSAT inputs through an IVR menu for inbound and outbound calls
Conference Calling (3 party) Add active teammates or an external number to live calls to help resolve queries faster
SIP connections Answer incoming calls on your SIP phones
Abandoned Call Metrics Track
Managetheyour
exact stage
call in the
center call life cycle
by tracking where
& utilizing themetrics
key caller abandoned the call
and capabilities that are
Service Level Monitoring required to run your phone team

KNOWLEDGE BASE & COMMUNITY

FORUMS
Omnichannel Knowledge base Create troubleshooting or process documents and keep it internal/private by restricting
Private Knowledge Base visibility to just your agents.
The Email-to-KBase capability in Freshdesk lets you convert your agents' ticket replies into
Email to Knowledge base solution
Populate articles.
our Knowledge basebase
and has
set up your support further
portal to Auto-suggest
Restructuring the knowledge been simplified with the all-new solutions
two-pane
Auto suggest solutions that are in line with a customer's query before they submit a ticket.
view. This consists of all the categories, folders and articles, for you to manage in one
Automatic article reordering place
Interlinking articles Link one article to another without having to leave the article you're working on
Advanced article filtering Filter basedwill
Freshdesk onautomatically
article properties such a
generate assitemap
create at,
forauthor, etc.
each account. Save yourself the
Automatic sitemap generation trouble
Update article properties like the author, tags, etc on multiple articlesissimultaneously
of regenerating and re-submitting sitemaps every time there a change in content.
using
Advanced article bulk actions bulk actions
Manage the knowledge bases of the multiple products in your product line from one
Multi-product content management Freshdesk
Create andaccount.
manage versions of your knowledge base articles with ease. Get the entire
Article versioning timeline of every single change on an article for complete visibility.
Knowledge base analytics Analyze the performance of your articles and your content creation team using custom and c
Article templates Standardize the help
Help customers articles that
each will be
other publisheda on
by creating your helpforum
community center using
and highly
letting customizable
customers
Community forums share ideas and raise issues.
Approval workflow Track, review, approve, and publish knowledge base articles.

HELP WIDGET
Embeddable contact form
Embeddable solution articles
Multiple widgets
Appearance customization
Frustration tracking
Customer journey
Multilingual help widget
Embed a contact form on your help widget to help customers raise support queries from any
Embed solution articles on your help widget to help customers help themselves from any par
Detect moments when your customers are frustrated with your website and open up the
contact form, asking them if they need help.
Track the solution articles that your customers had gone through using the help widget befo
 Pick certain articles to show up on the widget and provide contextual help for customers,
Page specific contextual solutions based on the web page (URL) they're currently viewing.

CUSTOMER PORTAL Customize your customer portal to suit your company's brand like adding your logo, and
Public portal customization brand
Changecolors.
your customer portal URL to a custom URL like help.yourcompany.com and
Custom domain mapping remove the Freshdesk branding.
CSS customization Customize
Change theyour
look,customer
feel and portal using CSS
functionality to make
of your it look
customer like by
portal your website. customizing
completely
Complete portal customization the
Uselayout
one ofofthe
theready
portal.
made themes on your customer portal to customize the look and feel
FreshThemes gallery with minimum developer assistance.

MOBILE APP Support customers anywhere any time using the Android or iOS apps for Freshdesk
Helpdesk iOS & Android Support Desk
Messaging iOS & Android Android and iOS apps for agents
Phone iOS & Android Provide seamless call service to your customers anytime using the Android or iOS Freshde

COLLABORATION Collaborate with team members across the company and even outside the company to
Contextual collaboration with Freshconnect resolve
Know whocustomer
else is issues
lookingfaster.
at the same ticket as you and who is typing out a reply to the
Agent collision detection ticket.
Prevent multiple or context-less replies being sent to the customer using traffic cop which
Traffic cop stops
Link andyour replies
keep if there
track were
of all the any updates
tickets relating since you issues
to similar openedinthe
theticket.
helpdesk to provide
Linked tickets consistent
Share yourand quick
ticket withupdates
anotherto your in
agent customers.
the helpdesk to collaborate and extend seamless
Shared ownership of tickets support to your customers.
Split a ticket into multiple child tickets of smaller tasks on which the respective teams
Parent-child ticketing involved canteam
Invite other workmembers
on parallelly.
or third-party vendors to collaborate on tickets and fast track
Collaborators ticket resolutions

GLOBAL SUPPORT
Dynamic email notifications
Multilingual knowledge base
Multilingual satisfaction surveys
Multiple time zones
When you have customers from around the world, a multilingual kbase can help you
support all of them with ease.
Set up the time-zone of your helpdesk so business hours and SLA take that into account
and customers know when to expect a resolution.
 Support multiple products in your company using a single helpdesk. Set up different
customer portals for different products and use automation rule to direct issues to different
Multiproduct helpdesk teams.
Translate your ticket forms in the languages you offer support, so your customers can raise
Multilingual ticket forms tickets in the language they understand best.
Multilingual Web Messenger Channels that will be visible in the browser language chosen by a user.
Multilingual Mobile App (Messaging) Android
Localize and iOS apps
the Agent for agents.
Interface in 36 Supports
languages12tolanguages
improve agent experience in their preferred
Multilingual Agent Interface (Messaging) language
Multilingual Topics (Messaging) Topics in the conversations widget can be displayed in the user's browser language. Suppo
Multilingual FAQs (Messaging) FAQs in the conversations widget can be displayed in the user's browser language. Suppor
Live Translate (Messaging) Message customers
Localize the by translating
Team Inbox incoming
in 36 languages and outgoing
to allow messages
your team in real-time
to message andinbreak
customers their t
Multilingual Team Inbox (Messaging) preferred language

CUSTOMER MANAGEMENT Gather information about your customer and they company they belong to and give more
Contact and company fields (Ticketing) context
Improvetocustomer
agents resolving their
context for issues.
agents by tailoring the customer information collected based
Custom contact and company fields (Ticketing) on your business needs.
User segmentation (Messaging) Segment
Create theusers
right based on specificfor
target audience properties that youcampaigns.
your messaging capture on Create
the messaging channelor
new segments
User targeting choose
Contactsfrom
are pre-existing segments
customers and users youandmessage.
engage with them
Save andataccess
the right moments
unlimited Contacts
Unlimited contacts without paying anything
Create custom events toextra.
target customers and users better. These events can be used as
User events tracking (Messaging) conditions to improve response rates
Create custom properties to target for your campaigns
customers and users better. These properties can be
Custom user properties used as conditions to improve response rates for your campaigns
Customer journey Agents can seeofthe
Get a timeline last five solution
a customer’s articles read
past interactions by your
with the customer before
team across raisingtoa get
channels ticket]
Customer 360 instant context on a customer’s problem
Link multiple companies to a single contact (Ticketing)
Identify contacts using external ID (Ticketing) Track customer
Give your agentsinformation frombyacross
more context addingsystmes
custom easily
eventsusing a single
to your unique
customer external
timeline ID for
using
Activity API activity
ProvideAPIs
personalized support for different customers in your helpdesk by helping you
Customer segments classify users based on their support needs.

WORKFLOW AUTOMATIONS Automatically assign tickets to agents and groups based on keywords, ticket requester or
Automation that run on ticket creation ticket properties.
With the focus mode enabled, when an agent replies and closes a ticket, the focus mode
Time-triggered automations on tickets automatically
Automatically moves
executetoone
the or
next available
more actionsticket in theirlike
on tickets, queue
escalating a ticket or reassigning
Event-triggered automation on tickets them, as soon as an event happens.
Unread message email notifications to customers Send unread messages as email to customers
Push notifications for messaging (Desktop & Mobile) Call queues are used to assign calls to the right agent/teams and route the calls effectively
Wait queues (Advanced call queues) when all assigned agents are offline, busy or not answering the call.
Time triggers on ticket custom status
Round robin ticket assignment Distribute
Teams canincoming tickets
be assured thatequitably amongare
no new issues agents who are
assigned online that are unavailable.
to agents
Out of office scheduler (Ticketing) Automations can detect whether an agent is OOO and how long they're unavailable for
IntelliAssign (Messaging) Load-balanced auto-assignment based on team member skills
Auto-resolve (Messaging) Auto-detect inactivity & resolve messaging conversations automatically
Advanced Automations (Messaging) Automate all your messaging conversation workflows - first responses, assign/unassign/reass
Agent extensions (Phone) Deflect incoming calls directly to an agent’s personal extension number
Routing automations (Phone) Route calls based on data inputs received from custom apps
Smart escalations Route calls to another call queue when the usual phone team is unavailable to take calls
Skill based ticket assignment allows you to easily match tickets to the agent most proficient
Queue callback Let your customers
in dealing with themopt for agroup,
in your callback andsimultaneously
while hang up instead of waiting the
maintaining on the
loadline
that the agent
Skill based ticket assignment has
Keeptotrack
workof
with
different shifts, automate workflows, and ensure that you provide great
Agent shifts (Ticketing) support round the clock.
Omniroute Assign tickets automatically from multiple channels based on the agents' workload

SUPPORT OPERATIONS
Omnichannel agent management Manage agentGroups
Omnichannel accesslets
to tickets, messaging,
you manage and phone
your different under
teams one roof
of agents that work across
Omnichannel groups channels from the same page.
Omnichannel Business hours are the hours during the day in which your support team is
Omnichannel business hours available to engage
Set expectations withwith your customers
customers across
and agents channels.
on when an issue should be responded to and
Business rules management through ticket SLAs resolved using SLAs.
Admins can restrict an agent's access inside the account based on their role. Messaging
Pre-defined roles (Messaging) supports 4 roles by default
Offline experience (Messaging) Let your users know you're away and prompt them to leave a message
Customizable agent roles (Ticketing) Pick and choose actions and create a custom agent rules other than the 4 default roles.
SLA reminders (Ticketing) Remind
Escalateagents
tickets about a ticket or
to managers when itsexperienced
more due by date agents
is closeifusing reminder
they are emails.within
not resolved
Escalation emails for ticket SLA violation their
Createdue by time.
multiple SLA policies to accomodate the expectations of different kind of customers
Multiple SLA policies (Ticketing) and different agent shifts, products etc.
Product, group and company-level SLAs (Ticketing) Set SLA targets for every response to ensure your team responds quickly every single
SLA for every response (Ticketing) time.
Custom roles (Messaging) Pick and choose actions and create a custom agent rules other than the 4 default roles.
Access controls based on scope (Phone)
 Having multiple admins makes administration easier but there's always a risk of losing
Omnichannel holidays visibility over the changes made
Designed to copy all settings thatand
canwho made
impact thethem. AuditofLog
workflow yourinhelpdesk,
Freshdesk serves as a
Sandbox
Audit log (Ticketing) one-stop for Admins to changes made to Automations, Agent profiles and
enables administrators to have a better way of trying and testing new features andmore.
Sandbox (Ticketing) configurations
With advancedinticket
Freshdesk
scope, without
agents directly impacting
can be given customers
limited ortickets
access to agents.that are a part of
Advanced ticket scope a different group.

REPORTS & DASHBOARDS

Gives an overview
Understand whether ofthe
howincoming
fast yourtraffic
customer issues are
is increasing responded to
or decreasing or resolved.
across In over
channels the
Default Omnichannel Dashboard case of phone calls, response time and resolution time refers to the time to answer and
a period of time, track the percentage of phone calls and messaging conversations
Omnichannel performance analysis time to complete
converted phone
to tickets, andcalls
get insights on the type of phone calls and messaging
Omnichannel Volume Analysis conversations that are mostly converted to tickets
Export reports
Save reports
Schedule reports Help teams regain focus and ensure that everyone is on the same page - across all
Omnichannel team dashboards support
You’ll getchannels.
a birds-eye view of your team’s availability across Support Desk, Messaging, and
Omnichannel availability dashboards Contact
Gives anCenter
overview of how happy customers are with your support over the web messenger
Omnichannel CSAT and tickets
Call summary report Gives a summary of the different types of calls you’ve received or made
Agent performance report Gives
With detailed
key information
metrics like missedabout the
calls, performance
abandoned callsofetc.
eachyou
agent
canover the phone.
understand overall
You can quickly ensure whether your team’s performance is improving with this report. It
Call centre health report performance with this report
gives an overview of the different types of calls ( incoming, outgoing, missed, abandoned
Call volume analysis etc.) over a summarizes
This report period of time.how long your agents have been available to take phone calls,
Agent activity report busy
Giveswith after call of
an overview work,
howoffline,
many or engaged
calls in a phone while
are disconnected call. waiting in the call queue or
Abandoned call metrics when they listen
This report to longthe
showcases welcome
trend inmessages.
messaging conversation volume and your team’s
Conversation overview report performance over aofperiod
Shows a summary everyof one month.
agent’s performance. Gives details on their CSAT score,
Messaging team performance report response time, resolution time and more.
Omnichannel custom reports Build
Trackreports the
the calls way
that areyou
notwant using metrics
answered and
within the data collected
configured across
threshold multiple
time channels
to understand
Service level breached calls your call queue's efficiency better

BOTS AND AI
Free bot sessions Build chatbots using the no-code GUI builder by defining answers and conditional flows
Chatbot Builder unique to every use-case in your business.
Intent Detection Train your bot to capture intent and provide relevant answers at all times.
Answers powered by Freddy
Multilingual Bots Set up your bot in multiple languages to support your global customer base.
API Connectors Fetch or push
Customize theinformation byof
look and feel integrating yourwidget
your chatbot bot with youryour
to suit favorite apps and
branding, use tools.
custom JS to
Custom CSS & JS bring in HTML pages inside the widget.
Pass information about the customer and conversation to the bot to provide contextual
Custom Parameters support.
Set up rich interactions like carousels, calendars, etc. for your customers to converse with
Rich Media Interactions ease.
Agent Handover Have your
Monitor botbot transfer
activities conversations
easily to stay
and always yourupdated
agents seamlessly, wheneverinnecessary.
on what’s happening every
Bot Activities conversation.
Chatbot Analytics Whenever a voicemail is received, transcribe the recording into text for easy viewing, time
Voicemail transcription otherwise spent going through each recording separately can now be saved.
Bring Your Own Bot (Conversation APIs)
Assist Bot is a natural progression of Agent Scripts i.e. Guiding agents through pre-
Email bot Automatically responds
configured steps to helpto ticketscustomer
resolve with solution articles.
queries Includes
faster. Additionally, you can set up your
Assist Bot Assist
Social Bot in multiple
Signals featurelanguages,
in Freshdesk,have the bot
using detect
Artificial intent, and helps
Intelligence, more.you automatically
Social Signals find
Setuptheautomation
relevant tweets
rules quickly
that canand cancel
execute out the
when noisedetects
Freddy in youraTwitter
“thank account.
you” email from
Thank you detector customers
Auto-triage Automatically predict the Type, Priority & Group fields for all your tickets.
Article Suggester Agents
Let Freddyget suggest
suggested KBase
canned articles totorespond
responses to email
your agents tickets
to help them respond to email
Canned Response Suggester tickets.
Analyze the number of messages exchanged in a bot conversation, the number of API
Robo Assist (RPA Connectors) Integrate with your
calls triggered, and robotic
also getprocess automation
a deep-dive tool
into the to automate as
conversations your business
a whole - in processes.
terms of
Bot reporting their type and properties.
Speech IVR bot Route calls based on the voice inputs given by the caller
Voicebot Deflect calls or answer calls round the clock with voicebots powered by Freddy AI

AGENT PRODUCTIVITY
Personal and Shared canned responses (Ticketing) Agents can create
Add dynamic their
content andown personal canned
personalize responses
your automated or use shared responses
emails/templates depending o
using Dynamic
Dynamic placeholders (Ticketing) Placeholders
To-dos (Ticketing) Add an action
Tag tickets, item related
contacts to a ticket
and solution in thewith
articles to-do list. YouThey
keywords. can see
canthe
be list
used of for
your to-dosand
search in
Tags (Ticketing) for
Whenreporting.
responding to customers, use keyboard shortcuts to insert canned responses and
Quick actions (Ticketing) solution articles.
One-touch scenarios Execute a series on action on a ticket with one click.
Filtered search Filter your search results with all ticket properties.
 Remove boredom and monotony by turning every ticket into a chance to win points and
Integrated game mechanics (Ticketing) trophies using Arcade.
Add temporary Identify
agents to agents who
your helpdesk solveduring
to help issuesthe
quickly and accurately.
high ticket volume days using
Occasional agents (Ticketing) daily
Filter passes.
tickets and save them as views so you can pull up the list anytime with one click. You
Custom ticket views can
Create a share
also yourofticket
summary view with other
the conversation withagents.
a customer and pin it to the ticket. Other teams
Summary app (Ticketing) you are collaborating with can catch up more easily.
Add reminders on to-dos Get notified in Freshdesk every time your to-dos are due.
Inbox views (Messaging) Pre-defined views to help you stay on top of conversations
Custom views (Messaging) Filter conversations based on your needs - for yourself or share it with your teams
Priority Inbox (Messaging) Auto-prioritize conversations based on response due
Canned reponse for messaging
Bulk actions (Messaging) Bulk assign conversations, resolve, reply and convert to ticket
Agent actions (Messaging) Reassign conversations to other agents, update properties and resolve conversations
Inbound caller ID View caller details, past interactions, and imrpove your call center agent productivity
Desktop notifications for Phone Receive notifications of incoming calls on your desktop
Call notes Make quick notes and capture context in real-time when you are on a call
Call Notes transfer Transfer call notes to the next agent when you are transferring a call
Voicemail drop Leave pre-recorded voicemail messages to save time
Click to call extension Make a call with
Automatically Freshcaller
change by simply
agent status clicking
to ACW untilonthe
any phone numberwidget
in-conversation listed on your Chrome
is closed after a
After call work Requests
call often come in with limited information and you might end up asking a set of
Freshdesk integration
repetitive questions to with
yourFreshmarketer
customers. Useallows
Canned agents to to
forms replay userthese
process sessions on website
requests
Session replay and easily see where visitors are encountering problems
efficiently and with ease. These readily accessible form templates are customizable and
Canned forms (Ticketing) help in resolving
Quality Coach is major service
a customer requests
service faster.
quality assurance feature that helps you review and
Quality coach improve the quality of agent interactions and identify skill gaps

INTEGRATIONS & APPS

Access to app gallery 900+
Keep integrations with popular
sales, marketing toolsinlike
and support Salesforce,
sync Jira, Slack,
by integrating Google
Freshdesk withApps
your favorite
Email marketing and CRM apps (Ticketing) CRM and email marketing apps.
Cloud telephony integration app (Ticketing) The CTI app allows you to make and receive calls directly from your Freshdesk account.
API access (Ticketing) Communicate with various applications and keep all your information in sync
Wordpress (Messaging) Add Messaging to your Wordpress website
Shopify Support your Shopify customers with ease right from your support interface
Slack Resolve queries faster by collaborating with your team members on Slack
Phone API limits The number of API calls you can make per minute

Survey & feedback apps (Ticketing)
Time tracking and invoicing tools (Ticketing)
Custom apps
Conversation API (Messaging)
Conversation transcript API (Messaging)
Extensive data APIs (Messaging)
Agent APIs (Messaging)
Rich messaging APIs
Webhooks
Add surveys using external apps right inside Freshdesk tickets to get instant feedback from
customers.
Use these integrations to easily invoice customers based on the time logged by your team
in support.
Create and install custom apps to enhance your helpdesk functionality.
Customize and extend messaging workflows through APIs to other third party apps and sys
APIs to download conversation transcripts and export it to your third party tools
Extract raw data and create reports on your BI tools
APIs to retrieve and update all data related to an agent
APIs for calendar, dropdown, carousels etc
Automate payload transactions between Messaging and third party tools and save time

SECURITY
SSL certificate Avail one default
Let agents SSL
sign into certificate
your Freshdeskfor your portal
portal usingonGoogle,
the freshdesk.com domain.
Twitter, Facebook or any internal
Single sign on directory you use.
Datacenter Location Choose
Configurethe location oftothe
Freshdesk data center
provide SAML in which
Single youOn
Sign want
foryour
yourdata to be
agents so hosted.
they do not have
Single sign on with SAML to provide separate login credentials.
Email authentication feature to prevent spoofing and reduce emails from FD being marked
DKIM/DMARC spam.
Manage email transactions at your end by using your own email servers to send and
Custom email servers receive emails through Freshdesk.
Custom SSL certificates Increase security to your custom domain by enabling a custom SSL certificate.
GDPR Compliance
ISO 27001
AICPA SOC 2
CCPA Our Team Inbox (Lite) is WCAG 2.0 Level AA compliant to make our product accessible to
Messaging - WCAG (For Agent TeamInbox Lite) Visually-Impaired users and
Set up custom password Differently-abled
policies users
for your agents and customers and protect your helpdesk
Advanced password policy for agents and customers from hackers.
Helpdesk restriction Restrict specific domains from creating tickets on your support portal
IP range restriction Increase security by allowing certain IP addresses to access your support across channels.
Allowed Domains (Messaging) Use Messaging to the maximum by allowing these domains at your end
User Authentication(JWT) JWT compliance ensures user data is securely transmitted and authenticated using masked

Customer service
Knowledge base
Community forums
24x7 email support
24x5 messaging support
24x5 phone support
 Growth Pro Enterprise
$29/$35 $59/$71 $99/$119
Sign up Sign up Sign up

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Y - 10 files/agent Y - 50 files/agent Y - 100 files/agent + 100 files shared with team
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Unlimited number Unlimited number Unlimited numbers
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Unlimited Unlimited Unlimited
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