Features
Live chat widget with customization
Chatbot automation (rule-based triggers)
Multi-channel inbox (email, Facebook, Telegram, Viber)
Knowledge base with FAQ bot
Auto-invitations (proactive chat pop-ups)
Typing insights (read messages before sent)
Saved replies (canned responses)
Pre-chat forms with custom fields
Shared saved replies for teams
Chat ratings (5-point scale)
Advanced reports & on-demand reports
Teams and assignment rules (routing)
Zapier integration (4,000+ apps)
Cross-platform apps (web, Windows, macOS, iOS, Android)
Omnichannel ticketing (email, chat, phone, social)
Freddy AI Agent for auto-resolution of routine queries
Vertical AI Agents for complex, repetitive queries
Freshdesk Command Center for unified view of conversations, AI, and insights
Freddy AI Copilot with AI summaries, live translations, reply suggestions
Freddy AI Insights with real-time analytics and proactive alerts
Self-service knowledge base for customer self-resolution
Advanced workflow automation with SLAs, sentiment routing, skill-based assignment
50+ prebuilt agentic workflows for fast deployment
AI chatbots answering up to 30% of queries (based on customer results)
Collaboration tools for multi-team ticket resolution
Customer portal for ticket submission and tracking
Multilingual help desk support
Mobile app (iOS/Android) for on-the-go support
Shared inbox with threads and tasks
