Back to Reference
No items found.
Search everything, get answers anywhere with Guru.
Watch a demoTake a product tour
June 6, 2024
XX min read

How to Use Freshdesk: A Comprehensive Guide


Freshdesk, a product of Freshworks Inc., enables businesses to delight their customers effortlessly with modern and intuitive customer support software. Freshdesk converts requests coming from various channels such as email, web, phone, chat, messaging, and social media into tickets, unifying ticket resolution across different platforms. Strong automation and AI capabilities streamline the support process by automating ticket assignments, prioritizing tickets, assisting agents, and providing canned responses. Freshdesk enhances team collaboration, integrates with numerous third-party tools, offers predictive support, and manages field services. Reporting and analytics features deliver insights necessary for business growth.

In today’s fast-paced business environment, having a robust customer support system is essential for maintaining customer satisfaction and loyalty. Freshdesk stands out by providing a centralized solution for handling customer queries efficiently and effectively, making it a crucial tool for modern workplaces.

Who is Freshdesk for

Freshdesk is designed for a wide range of businesses, from small startups to large enterprises, looking to provide exceptional customer support. Ideal users include:

  • Customer Support Teams: For handling and resolving customer issues timely and effectively.
  • IT Support Teams: For managing internal and external IT support tickets.
  • Customer Success Managers: To ensure customer satisfaction and retention.
  • Operations Teams: For streamlining processes and improving operational efficiency.
  • Field Service Teams: To manage on-site service requests and assignments.

Freshdesk is perfect for any organization that aims to enhance its customer support capability, improve response times, and ensure seamless communication across multiple channels.

Key features

Freshdesk boasts a comprehensive set of features designed to simplify and improve customer support:

  • Multichannel Ticketing: Converts requests from email, web, phone, chat, messaging, and social media into tickets and unifies their resolution.
  • Automation and AI: Automates ticket assignment, prioritization, and responses, helping to streamline support processes. AI can assist agents, suggest solutions, and facilitate quicker resolutions.
  • Team Collaboration: Enhances collaboration with features like shared ownership, parent-child ticketing, and internal notes to ensure smooth teamwork.
  • Self-Service Portal: Provides customers with a knowledge base and community forums for self-service options, reducing the load on support teams.
  • Third-Party Integrations: Integrates seamlessly with various third-party tools such as CRM systems, payment gateways, and project management tools.
  • Field Service Management: Manages on-site service teams with scheduling, dispatching, and tracking functionalities.
  • Predictive Support: Uses historical data and AI to anticipate customer needs and issues, enabling proactive support.
  • Robust Reporting and Analytics: Offers detailed reports and analytics to track performance, identify bottlenecks, and gather insights for improvement.

Best use cases

Freshdesk excels in various scenarios, illustrating its versatility and effectiveness across different teams and industries:

  • E-commerce Platforms: Manage high volumes of customer queries about products, orders, and returns efficiently.
  • SaaS Companies: Provide timely technical support, handle feature requests, and ensure customer satisfaction.
  • Healthcare: Assist patients and clients with booking appointments, accessing medical records, and resolving queries.
  • Finance: Handle customer inquiries about accounts, transactions, and financial products securely and efficiently.
  • Retail: Manage customer support for both online and offline interactions, including resolving product issues and processing returns.

In each of these scenarios, Freshdesk enables teams to streamline their processes, improve response times, and deliver outstanding customer experiences, fostering loyalty and retention.

Getting started

  1. Sign Up: Create an account on the Freshdesk website and select a pricing plan that fits your business needs.
  2. Set Up Your Account: Customize your Freshdesk account by setting up your company profile, adding support agents, and configuring support channels.
  3. Configure Channels: Integrate various support channels like email, chat, phone, and social media to unify ticket management.
  4. Automate Workflows: Utilize Freshdesk’s automation features to set up ticket assignment rules, prioritize tickets, and create canned responses.
  5. Create Knowledge Base: Develop a self-service portal with articles and FAQs to help customers resolve common issues independently.
  6. Integrate with Tools: Connect Freshdesk with other third-party tools your business uses to streamline operations further.
  7. Train Your Team: Ensure your support team is trained on using Freshdesk effectively, leveraging all its features for optimal performance.
  8. Launch: Once everything is configured, launch your Freshdesk account and start managing customer queries efficiently.

Tips and best practices

  • Utilize Automation: Automate repetitive tasks to free up agents' time for more complex issues.
  • Leverage AI Capabilities: Use AI-powered features like agent assist and predictive support to enhance the customer support experience.
  • Maintain Updated Knowledge Base: Regularly update your self-service portal to ensure customers have access to the most accurate information.
  • Monitor Analytics: Use reporting and analytics to track your support team's performance and identify areas for improvement.
  • Foster Team Collaboration: Encourage teamwork by using shared ownership and internal notes to ensure agents are aligned and issues are resolved efficiently.
  • Regular Training: Continuously train your team on new features and best practices to maintain high standards of customer support.
  • Feedback Loop: Implement a feedback loop with customers to gather insights and continuously improve your support services.

Integration with Guru

Guru integration description: Guru complements Freshdesk by providing a unified and contextual search experience, connecting scattered company information from various sources. With Guru’s AI search capabilities, teams can find accurate information instantly, enhancing efficiency and productivity.

Integrating Freshdesk with Guru offers numerous benefits:

  • Enhanced Knowledge Management: Guru’s AI-powered search helps support agents quickly find the answers they need, reducing resolution times.
  • Seamless Information Access: Guru acts as a single source of truth, enabling agents to access vital information without leaving Freshdesk.
  • Proactive Support: Guru can push relevant information to agents as they assist customers, ensuring they have the right information at the right time.
  • Increased Efficiency: By integrating Guru with Freshdesk, teams can reduce dependency on outdated files and minimize disruptions, leading to higher efficiency and productivity.

This powerful integration ensures that your support team has all the information they need at their fingertips, enabling them to provide faster and more accurate responses to customers.


Freshdesk stands out as a comprehensive customer support solution that helps businesses manage and resolve customer queries efficiently. With features like multichannel ticketing, automation, AI capabilities, and robust reporting, Freshdesk enhances team collaboration and improves overall customer satisfaction. By following best practices and integrating Guru’s AI search capabilities, businesses can further streamline their support processes, ensuring quick access to accurate information and a significant boost in productivity.

Ready to revolutionize your customer support? Try Freshdesk and integrate it with Guru to experience seamless and efficient customer service like never before.

Key takeaways 🔑🥡🍕

Written by
Search everything, get answers anywhere with Guru.

Learn more tools and terminology re: workplace knowledge