Freshdesk: omnichannel customer service, simple and automated
Discover Freshdesk, the platform that simplifies your customer service
Freshdesk is a cloud support solution by Freshworks that centralises all your customer requests (email, phone, chat, social media) in a single shared inbox.
Every conversation becomes a tracked, assigned and prioritised ticket: nothing gets lost, and no one answers the same request twice. An e-commerce site uses it to handle order and return questions, a SaaS company structures its technical support, an SMB professionalises its after-sales service without growing headcount.
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Freshdesk is built around four pillars:
Together they cover the full life cycle of a customer request, from arrival to analysis.
1. Omnichannel ticketing: every conversation in one place
Whatever channel your customer uses, their request lands in the same work queue.
- Centralise email, phone, chat and social media in a single interface
- Prioritise tickets according to your service commitments (SLAs)
- Review each customer's full history before replying
- Merge duplicate requests to keep the queue clean
2. Automation: fewer repetitive tasks for your agents
Automation rules handle everything that does not require human judgement.
- Route every ticket automatically to the right agent or team
- Trigger scenarios based on content, channel or priority
- Answer frequent questions with canned responses
- Handle follow-ups and reminders without manual work
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3. Self-service: autonomous customers, relieved teams
A large share of requests can be resolved without involving an agent.
- Publish a knowledge base with FAQs and step-by-step guides
- Deploy a branded help portal, available around the clock
- Reduce incoming ticket volume with self-serve answers
- Spot the most-read articles to keep improving your documentation
4. Collaboration and reporting: an aligned team, informed decisions
Freshdesk makes it easy to work together on complex cases and to measure what matters.
- Share ticket ownership across teams without losing the thread
- Discuss internally right inside the ticket's context
- Track first response time, resolution rate and customer satisfaction
- Steer your support operation with dedicated dashboards
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What about artificial intelligence?
With Freddy AI, Freshworks' AI assistant, your agents save time on every ticket: suggested replies, conversation summaries, chatbots for simple requests. Freshdesk is part of the Freshworks suite, which also covers sales and IT, and features in our customer service tool selection.
Planning a Freshdesk project? turnK deploys your support tool and connects it to your CRM and the rest of your IT system. Take a look at our CRM integration services or contact us: our consultants reply within 48 hours.
Les questions les plus fréquentes
Freshdesk is a cloud customer service platform by Freshworks. It turns every customer request, whatever the channel (email, phone, chat, social media), into a tracked ticket in an inbox shared by the whole support team.
B2C and B2B companies that want to structure their support: e-commerce sites, SaaS companies, SMBs and mid-market firms. It deploys quickly for a small team and scales with advanced automation and reporting features.
Omnichannel ticketing, automation rules (routing, prioritisation, follow-ups), a self-service knowledge base, team collaboration on tickets, performance reporting and the Freddy AI assistant.
Freshdesk is billed per agent per month, with several editions depending on the feature level and an entry-level plan for small teams. Up-to-date pricing is available on the official Freshworks website.
Both tools cover omnichannel ticketing and automation. Freshdesk is often chosen for its quick onboarding and pricing, Zendesk for its advanced capabilities at high volume. turnK helps you choose based on your processes, then integrates the tool with your CRM.
