Helpdesk Ticketing

Freshdesk is a cloud-based customer support helpdesk platform used by support teams to manage incoming tickets across email, chat, phone, social media, and messaging channels. It offers two product tracks: Freshdesk (email-first ticketing with automation, knowledge base, and SLA management) and Freshdesk Omni (full omnichannel workspace bundling Freshchat, Freshcaller, and Freddy AI). Day-to-day users are support agents and team admins at SMBs through mid-market companies; Freddy AI add-ons layer in autonomous AI agents and agent-assist copilot capabilities on top of the core ticketing engine.