Plans for

Freshdesk Omni

Be resolution ready with all channels, conversations, AI capabilities, and customer insights in a central workspace.

Handle customer escalations with our award-winning ticketing system featuring agent collision detection, SLA management, AI-powered workflow automations, agent status, intelligent assignment and more.

Create a place for customers to self-serve information powered by a robust knowledge base. We support internal knowledge to help enable support agents and external knowledge designed for your customers.

Drive collaboration by enabling internal conversation threads related to a customer ticket without polluting the main conversation. Create tasks that are linked to a ticket so everyone understands what needs to get done.

Invite external agents and third parties to help your full-time support agents resolve complex customer issues.

Configure your helpdesk to work in multiple languages, so you can provide support in the languages your customers and agents speak.

Create templates with pre-filled information like subject, description and ticket properties and use them to quickly create tickets and/or send emails.

Define the number of tickets an agent can handle at any given time through routing mechanisms.

Use our APIs to connect any messaging channel you want to Freshworks.

Bring your own phone number and carrier into Freshworks.

Automatically prioritize and route tickets to the right agent based on their skills and experience.

All-in-one hub to build, test, deploy, and monitor AI Agents.

AI agents that resolve end-to-end queries on chat and messaging apps in 60+ languages.

Purpose-built vertical AI Agents tailored to specific industry use cases.

Pre-built integrations with leading apps like Shopify, Stripe, Paypal, Wix, and more.

Get actionable guidance to continuously improve AI resolutions.

Email AI Agent that engages in back-and-forth replies, responds with the right resolution, and captures feedback.

Get a prioritized list of conversations based on customer sentiment to respond with empathy and avoid escalations.

Draft clear, on-brand replies so agents never have to start from scratch. Includes generating text, quality coach, suggesting replies, enhancing tone, and more.

Translate customer conversations and your responses in real-time, in 60+ languages.

Catch up on long conversations in seconds with contextual summaries to respond with confidence.

Drive faster resolutions with similar ticket suggestor and solution article suggester.

Get proactive alerts on key metrics across every channel with root cause analysis so you can fix issues early.

Ask any question and get instant, visual insights. Create new reports or update existing ones in one click.

Create powerful reports and dashboards unique to your business and draw deeper insights from your helpdesk data. Get a quick overview of the most important helpdesk metrics and easily identify bottlenecks.

Create and customize dashboards for each team, group or goal. Track only the relevant metrics in each dashboard and provide better feedback to agents. Set performance limits for each metric and watch color change if your team does not meet expectations.

Get a centralized view of your team's availability across your support channels, enabling you to optimize your support operations.

Get insights into the custom objects that you create, and the native objects available out-of-the-box to assess trends and track KPIs.

Translate customer communication and knowledge base articles to make sure every customer gets the help they need in their native tongue. Supports unified conversations across email, messaging, and web widget.

Customize your customer portal to suit your company's brand like adding your logo, and brand colors.

Help customers help each other by creating a community forum and letting customers share ideas and raise issues.

Create and manage versions of your knowledge base articles with ease. Get the entire timeline of every single change on an article for complete visibility.

Collect customer information unique to your business by creating custom fields for these details.

Create an approval workflow to review content before it gets published to your knowledge base. Track the status of each approval and notify approvers when content is ready for review.

Organize and structure knowledge in folders based on product lines, services, regions, or user journey. Make it easy for your customer to understand your content structure and navigating knowledge to find their answers quickly. Create categories for knowledge with up to five nested folders per category.

Create special privileges and profiles that specify what an agent can see and do within your Suite account.

Configure and provide SAML Single Sign On for your agents so they do not have to provide separate login credentials.

Define the working hours of different groups of your support team.

Create multiple SLA policies to accommodate the expectations of different kind of customers and different agent shifts, products etc.

Keep track of different shifts, automate workflows, and ensure that you provide great support round the clock.

Verify users engaging with your brand securely through JWT authentication.

Having multiple admins makes administration easier but there's always a risk of losing visibility over the changes made and who made them. Audit Log in Freshdesk serves as a one-stop for Admins to changes made to Automations, Agent profiles and more.

Control who can create tickets and access your self service portal by allowlisting domains. Increase helpdesk security by controlling who can log into the portal using their IP addresses.

Manage configuration changes without impacting customers or agents.

Day Passes provide occasional agents with temporary access for a day instead of purchasing a full license. Use passes to manage a sudden spike in support traffic or to bring in a specialist to do a particular task.

Build, automate, and streamline workflows end-to-end between your account and third-party integrations.