Freshdesk (by Freshworks)

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Customer Support & Helpdeskhelpdesk_ticketingfreshdesk.com

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.

Products

  • Freshdesk (Email & Ticketing)active

    Email-first ticketing system with automation rules, SLA management, canned responses, knowledge base, customer portal, and basic reporting for teams primarily handling support through email.

  • Freshdesk Omniactive

    Omnichannel support platform unifying email, chat, WhatsApp, Instagram, Facebook, SMS, and voice in a single agent workspace, bundling Freshdesk ticketing with Freshchat and Freshcaller.

  • Freddy AI Agentactive

    Autonomous AI agent that handles inbound customer queries across chat, messaging, and email without human involvement, using pre-built vertical workflows or a no-code builder, with fallback to human agents.

  • Freddy AI Copilotactive

    Agent-assist AI add-on that provides in-ticket reply drafting, conversation summarization, sentiment analysis, tone enhancement, and live translation across 60+ languages inside the agent workspace.

  • Freddy AI Insightsactive

    AI-powered analytics layer that monitors support metrics, proactively flags anomalies (CSAT dips, SLA spikes, backlog trends), and answers conversational queries about operational performance.

  • Freshchat (within Omni)active

    Modern conversational messaging module bundled into Freshdesk Omni that handles live chat, WhatsApp, Instagram DM, Facebook Messenger, and other async channels in a unified inbox.

  • Freshcaller (within Omni)active

    Cloud telephony and call center module bundled within Freshdesk Omni for inbound/outbound voice support, with call routing, IVR, recording, and transcription.

Features

Ticket Management & Shared Inboxall plansAutomation Rules (Dispatch, Observer, Supervisor)all plansSLA Management & Escalationsall plansKnowledge Base / Self-Service Portalall plansCanned Responsesall plansCustom Ticket Fields & Formspaid onlyCustom Reporting & Dashboardspaid onlyStandard Out-of-Box Reportsall plansOmniroute (Skill-Based & Load-Balanced Routing)paid onlyCustom Objectspaid onlyMultilingual Knowledge Basepaid onlyFreddy AI Copilot (Reply Drafting, Summarization, Tone)paid onlyFreddy AI Agent (Autonomous Bot, Session-Based)paid onlyFreddy AI Insights (Anomaly Detection, Conversational BI)paid onlyLive Translation (60+ Languages)paid onlySentiment Analysispaid onlySandbox Environmententerprise onlyIP Whitelistingenterprise onlyAudit Logsenterprise onlySSO / JWT Authenticationenterprise onlyCustom Agent Roles & Permissionsenterprise onlyAgent Shifts Managemententerprise onlyMarketplace Integrations (650+ apps)all plansJira Integrationall plansREST API & Webhooksall plansCSAT Surveysall plansCollaborative Ticket Notes & Team Inboxall plansVoice AI Agents (via Freshcaller Marketplace — Synthflow, SquawkVoice)paid only