Freshdesk

Freshdesk is a helpdesk platform from Freshworks that lets support teams handle customer conversations in one workspace. It covers email, phone, chat, WhatsApp Business and social media.

What Freshdesk offers

• Ticketing and shared inbox — turns enquiries from email and social channels into trackable tickets.
• AI agent — resolves requests automatically and hands over to staff with full context.
• AI copilot — suggests replies, analyses sentiment and translates in real time.
• Customer portal and knowledge base — self-service for customers.
• Automation rules — reduce repetitive manual work.
• Reporting — customisable analytics for tracking team performance and satisfaction goals.

Who it works with

Support teams of different sizes; the vendor says more than 50,000 businesses use it.

Key facts

• Vendor: Freshworks
• Security: SOC 2 Type II