Freshdesk Features

Based on 1156 Freshdesk reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Based on 1663 Freshdesk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 1546 Freshdesk reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Based on 1141 Freshdesk reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality

Based on 1861 Freshdesk reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress

Based on 1960 Freshdesk reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Based on 2218 Freshdesk reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket

Based on 2226 Freshdesk reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response

Based on 2139 Freshdesk reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions

Based on 2033 Freshdesk reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply

Based on 1797 Freshdesk reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)

Based on 2085 Freshdesk reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Based on 2007 Freshdesk reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives

Based on 1371 Freshdesk reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Based on 1921 Freshdesk reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Based on 2068 Freshdesk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Based on 1312 Freshdesk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live

Based on 1193 Freshdesk reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Based on 940 Freshdesk reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

As reported in 960 Freshdesk reviews. Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web. 913 reviewers of Freshdesk have provided feedback on this feature.

Enables users to engage with other users to solve common issues. 687 reviewers of Freshdesk have provided feedback on this feature.

Optimizes the customer self-service experience on mobile devices 241 reviewers of Freshdesk have provided feedback on this feature.

As reported in 258 Freshdesk reviews. Gives the user targeted, personalized results based on their activity or preferences

As reported in 254 Freshdesk reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

As reported in 261 Freshdesk reviews. Automates some or all operation related tasks

As reported in 221 Freshdesk reviews. Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 238 reviewers of Freshdesk have provided feedback on this feature.

Based on 584 Freshdesk reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Based on 601 Freshdesk reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.

Based on 495 Freshdesk reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help. 199 reviewers of Freshdesk have provided feedback on this feature.

Based on 202 Freshdesk reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Based on 1663 Freshdesk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 204 Freshdesk reviews. Archives conversations in a separate location for later reference.

Enables employees to denote potential customers. This feature was mentioned in 186 Freshdesk reviews.

Based on 560 Freshdesk reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.

Based on 520 Freshdesk reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.

Based on 549 Freshdesk reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

As reported in 163 Freshdesk reviews. Scours various channels for brand mentions to proactively seek reparative communications.

Based on 483 Freshdesk reviews. Creates and assigns support tickets, scheduling them in a timely manner.

Based on 374 Freshdesk reviews. Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat. 479 reviewers of Freshdesk have provided feedback on this feature.

Connects employees with customers through a social media solution. 419 reviewers of Freshdesk have provided feedback on this feature.

Ability to connect agents with customers through email. 380 reviewers of Freshdesk have provided feedback on this feature.

Connects employees with customers through a calling solution. This feature was mentioned in 340 Freshdesk reviews.

Based on 55 Freshdesk reviews. Ability to connect agents with customers through text message solution.

As reported in 353 Freshdesk reviews. Software incorporates multiple digital communications channels.

As reported in 332 Freshdesk reviews. Allows incorporation of inbound contacts from non-marketing channels.

Based on 323 Freshdesk reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix.

Provides opportunity for customers to give feedback through a survey. 382 reviewers of Freshdesk have provided feedback on this feature.

Based on 170 Freshdesk reviews. Enables administrators to create customized reports reflecting customer satisfaction.

Based on 373 Freshdesk reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Based on 446 Freshdesk reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

As reported in 330 Freshdesk reviews. Allows planning and deployment of an overall communications strategy.

As reported in 335 Freshdesk reviews. Includes or integrates with content creation apps.

Based on 355 Freshdesk reviews. Outbound communications are segmented and personalized.

Based on 341 Freshdesk reviews. Inbound contacts are identified and handled based on history.

Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. 331 reviewers of Freshdesk have provided feedback on this feature.

As reported in 265 Freshdesk reviews. Permits use by job roles outside of service department

Allows linking of useful information such as screen shots This feature was mentioned in 261 Freshdesk reviews.

Based on 254 Freshdesk reviews. Provides direct contact between CSRs and customers outside of milestones

Informs stakeholders of activity on escalated or high-value cases 249 reviewers of Freshdesk have provided feedback on this feature.

As reported in 245 Freshdesk reviews. Evaluates frequency of types of complaints

Includes a dashboard or other means of performance monitoring This feature was mentioned in 257 Freshdesk reviews.

Allows users to leave notes or comments on emails or relevant cases. This feature was mentioned in 235 Freshdesk reviews.

As reported in 222 Freshdesk reviews. Provides a dedicated space or a thread feature that allows for long-form discussion.

Offer in-application assignment and task tracking functionality. 227 reviewers of Freshdesk have provided feedback on this feature.

Based on 231 Freshdesk reviews. Allows users to create and follow predetermined workflows attached to actions.

Based on 230 Freshdesk reviews. Allows users to create canned answers or templates for email responses.

As reported in 208 Freshdesk reviews. Integrates without outside software to provide additional functionality or pull information.

As reported in 228 Freshdesk reviews. Provides a tagging system to allow users to sort emails by relevant subject.

Analyzes trends in email content and resolution. This feature was mentioned in 207 Freshdesk reviews.

Tracks performance and productivity of users inside the application. 216 reviewers of Freshdesk have provided feedback on this feature.

As reported in 213 Freshdesk reviews. Tracks email analytics like emails opened, how long the email was opened for, etc.

Identifies the customer and personalizes interaction at every touchpoint. This feature was mentioned in 433 Freshdesk reviews.

Allows multiple related channels to interact at once to reduce transfers. 379 reviewers of Freshdesk have provided feedback on this feature.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 371 Freshdesk reviews.

Based on 307 Freshdesk reviews. Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before. 388 reviewers of Freshdesk have provided feedback on this feature.

Provides features for escalating conversations to the appropriate agent. This feature was mentioned in 409 Freshdesk reviews.

As reported in 372 Freshdesk reviews. Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 313 Freshdesk reviews.

Based on 330 Freshdesk reviews. Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary. This feature was mentioned in 327 Freshdesk reviews.

Allows users to generate text based on a text prompt. This feature was mentioned in 118 Freshdesk reviews.

Based on 117 Freshdesk reviews. Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs. This feature was mentioned in 116 Freshdesk reviews.

Condenses long documents or text into a brief summary. 144 reviewers of Freshdesk have provided feedback on this feature.

Allows users to generate text based on a text prompt. 80 reviewers of Freshdesk have provided feedback on this feature.

Condenses long documents or text into a brief summary. 80 reviewers of Freshdesk have provided feedback on this feature.

Based on 182 Freshdesk reviews. Allows users to generate text based on a text prompt.

As reported in 182 Freshdesk reviews. Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt. This feature was mentioned in 208 Freshdesk reviews.

Based on 205 Freshdesk reviews. Condenses long documents or text into a brief summary.

Based on 265 Freshdesk reviews. Allows users to generate text based on a text prompt.

As reported in 265 Freshdesk reviews. Condenses long documents or text into a brief summary.

Based on 87 Freshdesk reviews. Allows users to generate text based on a text prompt.

Based on 86 Freshdesk reviews. Condenses long documents or text into a brief summary.

Allows users to automate responses to customer inquiries across various channels. This feature was mentioned in 12 Freshdesk reviews.

Based on 13 Freshdesk reviews. Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents. 12 reviewers of Freshdesk have provided feedback on this feature.

As reported in 12 Freshdesk reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

As reported in 11 Freshdesk reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Based on 13 Freshdesk reviews. Provides the AI agent the ability to execute tasks without requiring constant user input.

Based on 13 Freshdesk reviews. Allows the AI agent to identify and resolve issues without user intervention.

Based on 12 Freshdesk reviews. Allows the AI agent to autonomously resolve customer queries without human intervention.

As reported in 11 Freshdesk reviews. Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly. This feature was mentioned in 12 Freshdesk reviews.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. This feature was mentioned in 12 Freshdesk reviews.

As reported in 13 Freshdesk reviews. Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. 12 reviewers of Freshdesk have provided feedback on this feature.

As reported in 14 Freshdesk reviews. Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately. This feature was mentioned in 13 Freshdesk reviews.

Based on 14 Freshdesk reviews. Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Based on 20 Freshdesk reviews. Capability to perform complex tasks without constant human input

Based on 17 Freshdesk reviews. Ability to break down and plan multi-step processes

As reported in 18 Freshdesk reviews. Works across multiple software systems or databases

Improves performance based on feedback and experience This feature was mentioned in 19 Freshdesk reviews.

As reported in 20 Freshdesk reviews. Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting 19 reviewers of Freshdesk have provided feedback on this feature.

Makes informed choices based on available data and objectives This feature was mentioned in 19 Freshdesk reviews.

Capability to perform complex tasks without constant human input This feature was mentioned in 59 Freshdesk reviews.

As reported in 59 Freshdesk reviews. Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting 57 reviewers of Freshdesk have provided feedback on this feature.

Capability to perform complex tasks without constant human input 14 reviewers of Freshdesk have provided feedback on this feature.

As reported in 15 Freshdesk reviews. Makes informed choices based on available data and objectives