Support (Ticketing System)
Freshby Zendesk
Issue tracking and queue management with rule-based routing across inbound channelsSupport teams with unorganized inbound volume who need to prioritize, assign, and track resolution status at scale
Multi-channel ticket queue that ingests email, web form, social, and API contacts into a unified workspace with routing rules, macros, triggers, and SLA enforcement.
Features
Omnichannel Routingpaid onlySkills-Based Routingpaid onlyTriggers & Automation Rulesall plansMacros & Saved Repliesall plansSLA Managementpaid onlyIVR (Interactive Voice Response)paid onlyApproval Workflowsenterprise onlyWorkforce Scheduling & Forecastingpaid onlyAI Agents (autonomous bot resolution)paid onlyCopilot (proactive agent assistant)paid onlyIntelligent Triage (AI classification)enterprise onlyAuto Assist (AI resolution suggestions)enterprise onlyGenerative AI Writing Toolspaid onlyVoice AI Agents (multilingual)paid onlyAdmin Copilotpaid onlyCSAT Surveyspaid onlyPre-built Dashboardspaid onlyCustom Report Builderpaid onlyQuality Assurance (auto conversation scoring)paid onlyMarketplace (1,800+ apps & integrations)all plansAction Builder (no-code workflow integrations)paid onlyMicrosoft 365 Support Assistantpaid onlySandbox Environmententerprise onlyCustom Agent Rolesenterprise onlySession Duration Enforcementpaid onlyAI Governance Controlsenterprise only
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