## Introduction [Freshdesk](https://www.freshdesk.com/) is a cloud-based customer support and helpdesk platform designed to help businesses manage customer interactions efficiently. It provides a unified ticketing system, AI-driven automation, and omnichannel support, making it easy for teams to deliver seamless customer service. With powerful automation, self-service options, and integrations, Freshdesk is ideal for businesses of all sizes looking to streamline their support operations and enhance customer satisfaction. ![[Sources Freshdesk.png]] *Outstanding tickets overview* ## Features - **Omnichannel Support**: Enables customer interactions across email, phone, chat, social media, and messaging apps from a single platform. - **AI-Powered Chatbots**: Uses AI-driven bots to handle routine customer queries, reducing response times and workload. - **Ticketing System**: Converts customer inquiries into tickets and organizes them for efficient tracking and resolution. - **Workflow Automation**: Automates repetitive tasks such as ticket assignment, follow-ups, and status updates. - **Self-Service Portal**: Allows customers to find answers using a knowledge base, FAQs, and community forums. - **Collaboration Tools**: Enables internal team collaboration through shared tickets, notes, and task assignments. - **SLA Management**: Ensures compliance with service level agreements (SLAs) by tracking response and resolution times. - **Analytics & Reporting**: Provides real-time insights into support performance, ticket trends, and customer satisfaction. - **Integrations**: Seamlessly connects with CRM, payment gateways, e-commerce platforms, and third-party tools. - **Mobile Support**: Offers mobile apps for managing customer support on the go. ## Applications - **Customer Support Management**: Helps businesses track, organize, and resolve customer queries efficiently. - **Help Desk Automation**: Reduces manual effort by automating ticket routing, escalations, and notifications. - **Live Chat & Messaging**: Enables real-time customer engagement through chatbots and live agent interactions. - **Self-Service Knowledge Base**: Empowers customers with FAQs, how-to articles, and community forums to find solutions independently. - **IT & HR Support Desk**: Supports internal teams by managing IT service requests, employee inquiries, and HR processes. - **E-commerce & Retail Support**: Streamlines order tracking, returns, and customer inquiries for online businesses. - **Field Service Management**: Assists businesses with managing on-site service requests and technician dispatching. - **Customer Experience Optimization**: Uses AI insights and feedback tools to improve customer satisfaction and loyalty. ## Best Practices - **Enable Smart Automations**: Use AI-powered workflows to handle common support queries and reduce manual intervention. - **Optimize Knowledge Base**: Keep FAQs and self-help content up to date to minimize ticket volume. - **Monitor SLA Compliance**: Set clear response and resolution times to ensure high-quality support. - **Use Multi-Channel Support**: Provide customers with multiple ways to reach support based on their preferences. - **Train Support Agents Regularly**: Keep teams updated with the latest tools and best practices for customer engagement. - **Leverage Analytics**: Analyze key support metrics to identify trends and improve service quality. - **Encourage Self-Service**: Promote knowledge base and community forums to reduce dependency on live support agents. ## Pricing Freshdesk offers multiple [pricing plans](https://www.freshworks.com/freshdesk/pricing/) to cater to businesses of all sizes: - **Free Plan**: Supports up to 2 agents with basic ticketing and knowledge base features. - **Growth Plan ($15 per agent per month)**: Adds automation, analytics, and SLA management. - **Pro Plan ($49 per agent per month)**: Includes advanced reporting, custom roles, and multilingual support. - **Enterprise Plan ($79 per agent per month)**: Provides AI-driven chatbots, sandbox testing, and enterprise-grade security.