Keep track of conversations Prioritize, categorize and assign tickets so you never lose track of them.. Team Inbox Track and manage incoming support tickets from multiple channels with one inbox. SLA Management Set deadlines for ticket response and resolution based on different business hours or categories. Agent Collision Detection Ensure that multiple agents don’t wind up working on the same ticket by accident. Custom Ticket Status Create custom statuses that suit your workflow to identify what stage a ticket it in. Scenario Automation Perform multiple actions on a ticket with a single click by automating repeated actions. Canned Responses Provide quick, consistent responses to common questions by creating pre-formatted replies. Resolve issues together Work together as teams to quickly and efficiently solve customer problems. Team Huddle Discuss specific parts of tickets with experts from across your company to figure out the best solutions. Shared Ownership Share ownership of tickets with other teams without losing visibility into progress being made on the issue. Linked Tickets Link related tickets together to keep track of widespread issues and deliver consistent responses. Parent-child Ticketing Resolve complex, multi-stage issues faster by splitting them into smaller child tickets. Support across channels Unify and manage all support-related communications from multiple channels on a single platform. Email Convert support emails into trackable tickets in your helpdesk that you can manage and resolve. Phone Set up a fully functional call center and record and track calls by converting them into tickets. Live chat Assist prospective customers and provide real-time support on your website through live chat. Social media Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk. Website Let customers raise tickets from your website and display related knowledge base articles as they type. Increase your team’s productivity Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks. Ticket dispatch Automatically assign tickets to agents and groups based on keywords, requester or properties. Intelligent ticket assignment Assign tickets to agents based on their current workload, skill or using the round robin method. Time-triggered automation Execute maintenance activities on tickets based on the time lapsed since an event happened. Event-triggered automation Implement one or more actions on specific tickets as soon as an event happens. Automatic email notification Notify customers and agents automatically about the changes happening in their ticket. Help customers help themselves Create a self service experience for customers with a knowledge base and forums. Automatically suggest solutions Allow relevant solutions to pop up for customers and save time for your agents and customers. Email to Kbase Let agents convert their ticket replies into knowledge base articles, as they reply. Feedback mechanism Writers will be notified automatically about feedback on their articles so they can implement them. Solution article analytics Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped. Forum moderation Setup moderation workflows to ensure posts violating your guidelines don't go live immediately. Link forum topic to ticket Convert critical issues raised in the community into tickets so they get the required attention. Measure and improve efficiency Identify problems, plan based on metrics and improve helpdesk performance. Helpdesk reports Understand how different agents and groups are performing based on various helpdesk metrics. Customer satisfaction ratings Gauge how customers feel about your support using customer satisfaction reports. Dashboards Monitor your helpdesk using real-time data about tickets, trends and groups. Answers and Insights Easily access data and reports and get custom insights important to your business everyday. Schedule reports Schedule default and custom reports so that you can receive them in your inbox periodically. Complete customization capabilities Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours. Portal customization Customize the look and layout of your support portal with full CSS customization and ready-made themes. Customize agent roles Give differential permissions for access and actions according to the roles and responsibilities of agents. Custom ticket forms Collect information relevant and important to your business by adding and modifying fields in the ticket form. Custom URL Use your own vanity URL for your support portal and provide a seamless customer experience. Custom Apps Build and integrate custom apps to carry out workflows that are unique to your business. State of the art data security Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform. Custom SSL certificates Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience. IP and Network restrictions Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network). Identity & access management Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.

Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign them to the right salespeople on your team. Reach out to each lead with complete context and an informed call-to-action.

360° customer view Access customers’ social profiles, identify customer touchpoints (website, product, interactions, appointments), and more—from a single screen.

Lead scoring Know which sales lead is hot and who’s not, using lead scores. Prioritize follow-ups with data-backed insights.

Auto profile enrichment Bid goodbye to manual data entry! When a lead is added in the sales CRM, their social profile information and photo are automatically updated in their profile.

Territories Group your sales team by territories. Focus on areas where you’re closing more deals, and identify territories with potential business.

Auto lead assignment In each territory, let the sales CRM automatically assign leads to handpicked salespeople on your team.

Appointments, tasks, notes and files Schedule appointments with leads and customers; collaborate with your team on tasks. Make quick notes against each contact; manage and share files.

Smartforms (web-to-lead) When a visitor fills your web form, they’re automatically added as a new lead in Freshsales. Plus their profile is auto-enriched with lead score, social media information, and photo.

Dive deep into deals, close them faster Transform your sales pipeline into a well-oiled revenue engine—organize, analyze, prioritize and close deals faster. Use the sales CRM to bring visibility and velocity to your pipeline.

Visual sales pipeline With a single sweep of the eye, locate the deals in each stage of your pipeline. Sort and filter deals to get a better view of your pipeline.

Deal status, at a glance How many deals are under review? What is the value of these deals? Get these insights instantly from the deal stage bar.

Simple drag-and-drop navigation Move deals across your sales pipeline with a simple drag and drop. Like organizing your filing cabinet.

Action-oriented follow-ups Make calls and send emails to prospects right from the deals dashboard. You don’t have to click into each deal to act on it.

Track deals on the go Keep track of your deals from the palm of your hand, with the Freshsales mobile CRM app for Android and iOS.

Deal age Create reports based on time taken to close deals. Optimize your sales process and improve your reps’ performance.

Multiple sales pipelines Selling different products across different markets, with different sales processes? Create multiple pipelines in the sales CRM and keep track of every deal.

Know your visitors in real time When your visitors make key decisions on your website and with your product, don’t miss a beat. Get real-time analytics from the sales CRM to power your next conversation.

Website and in-app tracking Which web pages are your prospects visiting? How do they interact with your product? Leverage these insights for smart conversations.

Activity timeline Get a chronological timeline view of each prospect’s activity, so your sales team can pick the right moments and close deals faster.

Behavior-based segmentation Using the data collected by the sales CRM, segment a contact’s activities and learn more about their engagement with your company.

Advanced lead scoring Score leads based on their characteristics and behavior, so you know which leads are close to a sale and which others need nurturing.

Make quick, quality calls from your CRM Buy numbers, assign them to your sales reps, and start making calls—all from the sales CRM. With automatic call logs, every call in Freshsales is captured; you can also manually log calls you receive outside Freshsales.

One click to call No extra software/hardware costs. Just place calls with one click from inside Freshsales.

Entire conversation history View all your conversations in one place. Make your next sales call or schedule an appointment from the same interface.

Assign numbers to your team Purchase local and toll-free numbers from inside Freshsales and assign them to your sales reps so they can start calling right away.

Automatically log calls Sit back and let the sales CRM automatically log all incoming and outgoing calls. Stop worrying about faulty call logs.

Personalize welcome and voicemail messages Record a voicemail message inside Freshsales, upload a greeting, or type your voicemail message and let Freshsales convert it to audio.