Freshworks
Customer service, IT service, and CRM software builder with Freshdesk helpdesk and related tools.
What is Freshworks?
Try FreshworksFreshdesk by Freshworks is a customer support helpdesk built for external customer service in B2C and B2B settings. It centers on core ticketing and can expand into Freshdesk Omni for a unified experience across ticketing, messaging, and AI agents. Teams can handle support across multiple channels, collaborate in a single agent workspace, and use built-in analytics and knowledge tools.
What does Freshdesk do for customer support teams?
Freshdesk provides core ticketing and support helpdesk features for external customer support in both B2C and B2B contexts. It helps teams track customer issues, manage communication across channels, and support agents work from a unified agent workspace.
What’s the difference between Freshdesk and Freshdesk Omni?
Freshdesk is the core ticketing and support helpdesk experience. Freshdesk Omni expands this into a unified suite that brings together ticketing, messaging, and AI agents so teams can manage customer interactions in one place.
How does Freshdesk support automation and AI agents?
Freshdesk includes an AI engine for predictive insights, AI agents for IT service, and conversational chatbots. It also offers workflow automation and process automation to run logic-based triggers and streamline repetitive tasks, with orchestration to coordinate cross-app workflows.
Can teams collaborate and manage multiple support channels in one workspace?
Yes. Freshdesk supports collaboration tools for agent teamwork, a unified agent workspace (single pane of glass), and multi-channel management for unified handling of support interactions. It also includes a shared team inbox for email-style collaboration.
Does Freshdesk offer self-service and knowledge management for customers?
Freshdesk includes knowledge management with FAQ and solution articles, plus customer self-service through customer portals. This lets customers find relevant help while support teams manage and update the underlying content.
Is Freshdesk built for admin control, security, and reporting?
Freshdesk includes access controls with role-based permissions and centralized administration via an administration center. It also provides platform analytics with cross-product reporting and built-in dashboards, along with security features focused on data protection.