customer support

Freshdesk Help Desk Spotlight

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by   Graysen Christopher
December 5, 2022

Freshdesk is a cloud-based customer service software that provides help desk support with smart automations. Created by Freshworks, the omnichannel software supports several features to improve customer engagement. 

What are the main features of Freshdesk?

Freshdesk converts requests via support channels including chat, email, phone, website and social media into tickets- unifying ticket resolutions across channels. The help desk lets you automate support workflows, create custom tags, set up automatic email notifications, write canned responses, and automate ticket assignments based on agent profiles. Freshdesk also has features including an AI-powered support chatbot and a self-help community feature.

What types of companies benefit from Freshdesk?

Companies of all sizes use Freshdesk, but it is most commonly used by mid-sized companies of 51-1,000 employees. Brands including Klarna, Hamley’s, and BrewDog work with Fresdesk. There is no SMS or Instagram integration, so it may be harder for certain brands to utilize the platform.

Freshdesk help desk hacks

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About the author

Photo of Graysen Christopher

Graysen Christopher

Graysen is a passionate Content Marketer with a love for storytelling and shared human experiences. She lives in Austin, Texas with more pets than she cares to admit.