From chaos to closed, manage every ticket in one place
Use AI to automate resolutions on tickets from every channel. Work with experts from other departments when the query needs more hands—without leaving your helpdesk.
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Every Ticket. Every Case. One Place.
No more tab switching or dropped context. Your teams see all interactions in one place, prioritize tickets based on customer sentiment and SLAs, and use AI assistance that suggests similar tickets from the past so you're ready to resolve.
Use AI as the frontline for every ticket
Every ticket—chat, email, or voice—is handled by AI. Freddy AI Agent comes with pre-built agentic workflows to resolve up to 80% of queries. It updates pricing plans, places an order, reschedules an appointment, and troubleshoots issues. When human support is needed, Freddy AI hands over with full context.
Get multiple human experts involved for deeper problem solving
Some customer issues need more than a quick fix. Freshdesk lets you break big cases into parent and child tickets so your team can divide and conquer. Collaborate through internal threads, pull in context from your favorite apps, and track every sub-task in one view—ensuring nothing ever falls through the cracks.
Set the rules once and let automation do the rest
Automate your workflows from end to end. Route tickets by agent skill, channel, or capacity. Set triggers for escalations, re-assignment, and auto-responses, and let the platform manage the routine tasks so your team can focus on the resolution.
