Collectively resolve issues

Quickly complete and solve customer problems by working together as teams

Team Huddle

Discuss specific parts of tickets with experts from across your company to figure out the best solutions.

Shared Ownership

Share ownership of tickets with other teams without losing visibility into progress being made on the issue.

Parent-child Ticketing

Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.

Increase your team’s productivity

Leverage Freshdesk’s built-in capabilities to automate repetitive helpdesk tasks.

Ticket dispatch

Automatically assign tickets to agents and groups based on keywords, requester or properties.

Time/Event-Triggered Automation

Execute maintenance activities on tickets based on the time lapsed since an event happened.

Automatic email notification

Notify customers and agents automatically about the changes happening in their ticket.

Help customers help themselves

Create a self-service experience for customers with a knowledge base and forums.

Automatically suggest solutions

Allow relevant solutions to pop up for customers and save time for your agents and customers.

Feedback mechanism

Writers will be notified automatically about feedback on their articles so they can implement them.

Forum moderation

Setup moderation workflows to ensure posts violating your guidelines don’t go live immediately.