Modern customer support for high-growth software companies
Deliver fast, reliable support across channels, including in-product, email, chat, phone, and more. Automate resolutions with AI, collaborate with teams seamlessly, and turn every ticket into an opportunity to improve your product.
Top customer support challenges in the software industry
Poor product adoption
Customers use less than 50% of software features, negatively impacting retention and renewal rates and increasing churn.
High customer support volume
Software companies find it challenging to manage a high volume of customer support requests, which average about 578 tickets daily.
Limited self-service options
Although 93% of customers prefer self-service, only 14% resolve issues independently.
Response time delays
65% of customers have switched to a competitor after poor customer service, particularly due to long response times.
Freshdesk : Your answer to customer support that scales with you
AI-first support to automate resolutions
Deploy Freddy AI Agent, trained on your knowledge base and product documentation, to instantly resolve repetitive queries.
From feature walkthroughs to troubleshooting, Freddy doesn’t just respond; it takes action, like updating settings or triggering workflows.
Fewer tickets. Faster resolutions. A smarter, always-on support experience.
AI-powered assistance for faster first response
Speed up response time without sacrificing quality.
Give your agents Freddy AI Copilot, which can instantly summarize tickets, suggest responses, translate messages, and rewrite replies in real time so agents can respond in minutes, not hours.
Less waiting. More conversations closed. Happier customers.
Omnichannel support in one unified workspace
Support customers over email, chat, phone, in-app, or social.
Freshdesk gives agents the full picture: past conversations, customer details, and product context, all in one view.
No tool-switching. No repeated questions. Just faster, more accurate responses.
Built-in collaboration for complex queries
Some tickets need more than just support.
With Threads and private notes, agents can bring in engineering, product, or finance teams, without ever leaving Freshdesk.
No back-and-forth. Just the right information, right when agents need it.
In-depth insights to shape your roadmap
Track common issues, channel-wise performance, spot AI trends, and surface feedback that drives real change.
Freshdesk Analytics turns your support data into actionable insights for both your team and your product roadmap.
Fewer blind spots. Smarter decisions. Better experiences.
“Freshworks has been a game-changer for my business! Our support operations are now streamlined and we’re able to provide a consistent experience to our customers across different channels, which is crucial as a Managed Service Provider (MSP).”
Business Challenge
Lack of integration across email, phone, and CRM made support workflows slow and manual
Missed or unlogged tickets led to billing inaccuracies and revenue loss
Rigid legacy systems limited scalability, innovation, and omnichannel service delivery
Business Outcome
Unified omnichannel experience with integrated telephony, email, and CRM
Improved billing accuracy through automated ticket capture and detailed reporting
Clearer workflows, higher agent productivity, and a 95% customer satisfaction score
AI agents to resolve your most common issues
Freddy AI Agent helps software companies reduce query volume by instantly resolving common issues and taking the right actions without agent intervention.
Reset password or unlock account
Troubleshoot errors or bugs
Update billing details or plans
Guide through feature setup
More reasons to choose Freshdesk for your business
Seamless data transfer
Integrate Freshdesk with your CRM, Jira, Calendar, and email tools for quick data sharing that allows contextual resolutions.
Custom workflows for every use case
Automate onboarding, triage, and approvals with no-code workflows tailored to your team.
Flexible agent experience
Whether it’s support, QA, or product ops, customize agent views and ticket fields to match the different teams' work styles.
Frequently asked questions
Which software companies use Freshdesk?
Software companies like RingCentral, TeamViewer, DataBricks, SmartSheet, and Descartes use Freshdesk for their Customer Support needs.
Why is Freshdesk a good choice for SaaS and software companies?
Freshdesk helps SaaS companies manage customer queries, bug reports, and onboarding from one platform. It improves response times and customer satisfaction with automation and AI tools.
Does Freshdesk offer self-service portals for software users?
Yes. Freshdesk lets software companies create branded self-service portals with FAQs, how-to guides, and community forums. This reduces support load and helps users find answers instantly.
How can Freshdesk’s AI help software companies resolve tickets faster?
Freshdesk’s AI automates ticket categorization, suggests responses, and surfaces relevant solutions from the knowledge base. This speeds up resolutions and reduces agent effort.
Is Freshdesk secure enough for software industry customer data?
Yes. Freshdesk uses enterprise-grade security with encryption, role-based access, and compliance with global data protection standards to keep customer data safe.
Uncomplicate software support with Freshdesk
14-day free trial. No credit card required. Zero commitment.