Freshdesk
Overview
Freshdesk is a customer service and helpdesk platform by Freshworks. It provides a central workspace for managing customer inquiries across channels, powered by AI for automation, insights, and faster resolutions. It also includes time tracking on tickets so teams can log agent time, monitor workload, and create time-based performance and billing reports.
Features
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Central command center
- Unified view of conversations, AI intelligence, and customer insights in the Freshdesk Command Center.
- Single workspace for agents to manage and resolve requests.
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Omnichannel customer service
- Handle customer interactions across multiple channels in one connected view.
- Maintain context and shared workflows across channels.
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Advanced ticketing
- Robust ticketing system for issues that require deeper problem-solving.
- Centralized tracking and management of customer issues.
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AI agents (Vertical AI Agents & Freddy AI Agent)
- Ready-to-launch AI agents tailored for complex, repetitive queries.
- 50+ prebuilt agentic workflows for common service scenarios.
- AI agents can take actions to resolve routine queries, update records, and process requests automatically, 24/7.
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AI Copilot (Freddy AI Copilot)
- Assists agents with:
- AI-generated conversation summaries
- Live translations
- Reply suggestions and other in-context assistance
- Helps agents work faster and more accurately within the same workspace.
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AI Insights (Freddy AI Insights)
- Provides proactive visibility for leaders when issues or trends arise.
- Allows users to ask questions and get instant, data-driven insights about support operations.
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Self-service
- Customer self-service via AI agents and a knowledge base.
- Encourages customers to find answers independently, reducing ticket volume.
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Collaboration
- Tools to collaborate on complex issues that require multiple teams.
- Supports cross-team coordination within the helpdesk environment.
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Advanced workflows & automation
- Automate:
- Ticket routing
- Prioritization
- SLA management
- Use conditions such as sentiment, agent skills, and workload to drive automation.
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Time tracking & workload management
- Time tracking on tickets to log agent time spent on each request.
- Monitor agent workload based on time logged and ticket assignments.
- Generate time-based performance reports.
- Support time-based billing reports for clients or internal chargebacks.
Pricing
Pricing details are not provided in the given content. For current plan and pricing information, visit the Freshdesk website.
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