Freshdesk consolidates email, phone, chat, WhatsApp and social messages into one ticket queue, with automatic assignment by skill, load or round-robin. Collision detection stops two agents replying to the same ticket, and canned responses plus a knowledge base cut repeat handling time.
Automation covers SLA policies, escalation rules, time-triggered follow-ups and scenario macros that execute several actions at once. Freddy AI drafts replies, suggests knowledge base articles and deflects common questions through a chatbot. A free tier supports a small number of agents on email and social, which makes it easy to pilot.
Best suited to: SMB and mid-market support teams wanting omnichannel coverage in rupee pricing, with room to grow into a full customer service suite.
Listed pricing is indicative. Final cost depends on seats, contract term and add-ons — request a quote for exact numbers.
Context-aware help desk that ties tickets to CRM records and customer history.
Straightforward ticketing desk with strong SLA control and no per-ticket limits.
ITSM and help desk with built-in asset discovery and remote control.
ITSM and service desk built on Jira, linking tickets directly to engineering work.
