Freshdesk is a cloud-based case management system for customer support and service desk. The platform is used to manage support requests from multiple channels — email, portal, chat and telephone — in a common and structured interface.
All customer communications are centralized, giving support teams a better overview, clearer priorities, and more consistent case management. Automation and SLA management are used to allocate, escalate and follow up cases according to defined processes.
Freshdesk also offers a knowledge base and self-service portal, which makes it possible to offload support and give users access to answers and information without creating new cases. Role and permission management ensures that the right users have the right access in the support organization.
The platform is tailored for customer support teams and service organizations that need an easy-to-use help desk tool with multi-channel support, clear workflows, and support delivery tracking.
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