Modern customer support for high-stakes gaming platforms
Keep players in the game with fast, AI-powered support across apps, chat, and social. Resolve issues instantly with multilingual support and smart workflows built for online gaming.
Top customer support challenges in the gaming industry
Lower player satisfaction
76% of gaming companies ignore customer service emails, with average response times of 39 hours.
Outdated support systems
62% of players say support for console games is outdated, and 69% find it too time-consuming.
Technical issues and delays
60% of gamers face tech issues, and 80% say fast support is critical to satisfaction.
Language barriers
58% of the player base is from across the globe and needs multilingual support.
Freshdesk: Your teammate in delivering exceptional player support
Resolve more, with AI agents built for gaming
Freshdesk’s Freddy AI Agent is your first responder. It can handle high-volume queries and resolve them without a human handoff.
Trained on your knowledge base, FAQs, and other resources, it also connects with external systems to deliver fast, accurate responses and take necessary action to resolve a high volume of queries even during league surges or seasonal events.
Help agents respond faster, with empathy
Freddy AI Copilot boosts agent productivity with suggested replies, tone adjustments, and sentiment-aware edits.
Whether handling VIP complaints or payment issues, your team can respond in minutes, not hours, with personalized, on-brand support.
Deliver multilingual support at scale
Serve a global customer base with 60+ languages built into Freshdesk. Freddy AI Agent resolves queries in multiple languages, while Freddy AI Copilot instantly translates conversations for agents. Localized knowledge bases ensure every customer gets fast, accurate help in the language they prefer.
Inclusive support. Higher CSAT. Lower churn.
Route the right ticket to the right team
Automate ticket triage by game title, issue type, or player tier.
Freshdesk’s smart routing ensures that bugs go to engineers, VIPs to account managers, and payment issues to the finance desk, instantly.
Meet players on every channel they use
Support your players seamlessly across in-game chat, mobile, email, and social, all from one Freshdesk workspace.
Agents resolve faster and smarter without asking players to repeat themselves.
No channel-switching. No broken experiences. Just uninterrupted gameplay.
"Gaming is an experience-driven business, and prompt resolution of user queries is extremely critical to our value-sensitive audience. One of the most significant highlights we've noticed about Freshdesk is the first response time. Using the advanced automation tool of Freshdesk, we are able to answer queries in ~30 seconds!”
Business Challenge
Users expected immediate support during gameplay.
High query volumes, especially around peak hours or events.
The previous CRM lacked real-time automation and granular tracking.
Inability to triage or prioritize critical issues effectively.
Business Outcome
Automated workflows and prioritization led to faster ticket routing and resolution.
Freshdesk enabled real-time triaging by customer tier and query type (L1, L2, L3).
Chat allowed instant contextual responses with detailed customer insights.
First response time and resolution rates improved significantly.
Resolve faster with AI agents built for gaming
Free up your team for complex issues. Freddy AI Agent can handle everything from troubleshooting equipment errors to managing warranty claims, delivering fast, reliable resolutions without agent intervention.
Recover account access
Check refund or withdrawal status
Update contact or payment info
Understand loyalty status or rewards
More reasons to choose Freshdesk for your business
Real-time insights
Track ticket spikes, resolution times, and agent performance with custom dashboards that help you stay ahead of the game.
Seamless team collaboration
Loop in product, payments, and tech teams using threads, tags, and assignments, all within one workspace.
Secure and compliant
Freshdesk is built with enterprise-grade security, so you can confidently protect player data and meet global compliance standards.
Frequently asked questions
What is customer support in the gaming industry?
Customer support in the gaming industry helps players quickly resolve issues like login errors, payment failures, account bans, or gameplay glitches. It ensures players get timely help so they can stay engaged and enjoy the game without interruptions.
How does Freshdesk help gaming companies deliver fast support?
Freshdesk helps gaming companies deliver fast support by unifying all player queries across email, chat, social, and forums into one place. With Freddy AI, repetitive questions get instant responses, and agents get suggestions to reply faster, reducing resolution time dramatically.
Does Freshdesk support in-game or real-time assistance?
Yes. Freshdesk integrates with chat and messaging apps to enable real-time assistance. You can also embed help widgets directly inside your game or platform so players never have to leave the gameplay to get support.
Can Freshdesk handle large player bases and peak traffic?
Absolutely. Freshdesk is built to scale with your player base. It can handle high volumes of tickets during peak events, product launches, or in-game promotions while ensuring consistent performance and quick response times.
Does Freshdesk support global and multilingual player bases?
Yes. Freshdesk supports over 40 languages and has AI-powered translation built in. This makes it easy for gaming companies to deliver consistent support to global player communities across regions and languages.
Uncomplicate gaming support with Freshdesk
14-day free trial. No credit card required. Zero commitment.