Freshdesk

2024. Freshworks unveiled AI agent Freddy



Freshworks has unveiled Freddy AI Agent – a new generation of easy-to-use autonomous service agents. It can be deployed in minutes and help customer support to autonomously resolve up to 40% of service requests. Freddy learns from existing documents and websites. You just point Freddy to websites and other learning materials, and the agent will crawl through the resources and learn on its own. Freddy AI Agent personalizes and contextualizes conversations in multiple languages across multiple channels. Freddy AI Agent operates 24/7 across tools like Microsoft Teams, Slack and other internal collaboration channels to assist employees when they need it.


2022. Freshdesk implemented flexible knowledge base hierarchy



The new flexible hierarchy makes navigating the Freshdesk knowledge base easier, as it allows to more effectively organize information by category. It allows to create up to five levels of subcategories and easily restructure your knowledge base. It also allows you to control and customize access to different levels of the database for different customer groups.


2022. Freshdesk Messaging reverts to the old name Freshchat



Freshdesk Messaging has returned to its roots and changed its name back to Freshchat, but all the features and interface remain the same. You can still use Freshworks' modern livechat solution, respond to customers in any convenient channel, create bots, and save resources with Freshchat.


2022. Freshdesk Messaging adds Chat analytics



The Freshdesk Messaging live chat service now features advanced analytics, allowing you to drill down into customer request types, request volume, and other metrics to intelligently allocate resources. You can also analyze the productivity of each employee and help them address challenges.


2022. Freshdesk Contact Center gets live dashboard



A new update of the Freshdesk customer support service has been released. The Freshdesk Contact Center now features a Live Dashboard. With it, call center agents can directly handle high-priority calls without having to wait for them to be routed. Additionally, Freshservice users can now extend the escalation timeframe between all levels to 7 days. Previously, this time was limited to 30 minutes, but now they can set the desired interval in minutes, hours, and days.


2022. Freshdesk gets Agent Performance Ratings



New Quality Coach feature in Freshdesk helps to maintain high levels of customer support, even in a remote work environment with dispersed teams. It allows you to accurately assess employee performance and quickly identify weaknesses to improve customer service. Using Quality Coach, you can receive feedback on specific requests, train employees to address knowledge gaps, improve the customer experience, establish support quality standards, and eliminate the need for third-party apps to measure performance. This feature is available to Enterprise plan users.


2022. New Chatbot Customization in Freshdesk Messaging



An inactivity timer is now available in the Freshdesk Messaging chatbot builder (new name: Freshchat). It allows you to set a period of inactivity in a conversation with a customer. After this period, the bot will, depending on the situation, close the chat, transfer the conversation to an agent, or perform another preset action.


2021. Freshdesk integrated with WhatsApp



The Freshdesk helpdesk system now offers free integration with WhatsApp. Previously, using the popular messenger was a paid add-on, but now, with the Pro and Enterprise plans, you can link up to 10 WhatsApp numbers for free. This isn't the only improvement to working with WhatsApp—numbers from any country can now be linked, allowing you to support clients worldwide. The integration setup page has also been simplified and simplified.


2018. Freshdesk integrated with business messenger Slack



Freshdesk has integrated with to allow automate collaboration between teams and stay up-to-date on ticket developments within support team. The integration supports automatic notification of ticket-related changes to your Slack channels. You can send ticket-related messages to specific user groups in Slack, send messages to support agents about the tickets assigned to them, and notify them of changes made to those tickets. You can also convert messages sent to Slack directly into tickets within Freshdesk. This integration will be very useful for companies and teams that use or plan to use Slack for coordination and messaging within their organization.


2018. Freshdesk Adds Twitter Alerts



Freshdesk has a new feature called "Twitter Alerts," which allows to track relevant @mentions about your company on Twitter, automatically notify agents, and create corresponding tickets in Freshdesk. This new feature will be very useful for companies looking to quickly respond to questions and criticism on Twitter. The @mention tracking algorithm is flexible and can be customized based on agent feedback. This helps minimize the generation of irrelevant tickets. If ticket generation from alerts is not required, it can always be disabled, leaving only alerts enabled.


2016. Free customer service app Freshdesk scores $55 million



Freshdesk has got $55 million to move beyond the pure customer service app. The company is looking to aggressively expand across the entire product line, and this money gives them plenty of space to do that.  While they don’t intend to build a data product like Zendesk recently announced, that doesn’t mean the company doesn’t have big plans to use the data it collects in its products to deliver smarter, more data-driven functionality. In fact, they have been working on adding more intelligence to their products in 2017, even before the new funding. Ideally, the software can assist the agent to take the most reasonable course of action to help a customer, whether that customer is external or internal. Freshdesk is known for its free version for 2 agents.


2012. Freshdesk gamifies Customer Service



Gamification has finally reached customer support space. And this is good, because tech support agents often ask themselves "Why am I doing this job?" after talking with some tough customers, and an the extra motivation (via game mechanics) can help them in such moments. One of the pioneers in helpdesk gamification is Freshdesk. They have inbuilt the classical game mechanics into their solution: it awards points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through several levels, starting with “Support Newbie” and rising to “Support Guru”. It's interesting that (already super-popular) Freshdesk was founded last year by former Zoho top manager Girish Mathrubootham (who led the development of ManageEngine). He decided to leave his comfortable place at Zoho and create the own startup after reading one brief comment under the news that Zendesk raises prices for its helpdesk-service.