Every channel in one place. Every customer answered once.
Email in one tool, chat in another, phone notes in a spreadsheet, and customers repeating themselves every time they switch. We set up Freshdesk so every channel, every agent, and Freddy AI work from the same inbox with the same context.
Sound familiar?
Most teams turn on channels one at a time and bolt each one onto the last.
Omnichannel works when it's designed as one system. That's the part we do.
What We Do
What We Do With Freshdesk
Freshdesk is one of the most complete help desks for the price: ticketing, a customer portal, automations, SLAs, reporting, and Freddy AI, with Freshdesk Omni bringing email, chat, messaging, and voice together in a single workspace.
We configure Freshdesk so your team gets the full value: channels that route cleanly, automations that hold up under volume, AI that knows when to hand off, and integrations that put customer context next to every ticket.
Implementation and Setup
Full Freshdesk deployment from scratch. Groups and agent roles, ticket fields and forms, statuses, SLA policies, automations, canned responses, customer portal, and reporting. We design the setup around how your team actually works so agents aren't fighting the tool on day one.
Migration
Moving from Zendesk, Gorgias, Help Scout, Intercom, or a shared Gmail or Outlook inbox? We handle the transition: historical ticket import, contacts and companies, automation recreation, integration mapping, knowledge base transfer, and team training. Your history comes with you and nothing falls through during cutover.
Optimization and Audit
Already on Freshdesk but it's grown messy? Overlapping automations, a ticket field for everything, SLAs nobody trusts, and Freddy AI turned on without a knowledge base behind it. We audit the instance and hand you a prioritized report with a roadmap for what to fix first.
Omnichannel Architecture
Email, chat, messaging apps, and voice in one place is the promise. Getting there means channel-specific routing, SLAs, and AI agents that don't step on each other. We design how each channel enters Freshdesk, who owns it, which automations fire, and when a conversation moves from bot to human, so customers never have to repeat themselves.
Integrations
We connect Freshdesk to the rest of your stack: Shopify, HubSpot, Salesforce, Pipedrive, Slack, Aircall, Jira, and more from the Freshworks Marketplace. For everything else we build through Zapier (we're a Platinum Partner) and the Freshdesk API, so billing, order, and CRM context sits next to every ticket.
Knowledge Base and Self-Service
The Freshdesk knowledge base powers the customer portal, Freddy AI Agent answers, and Copilot suggestions. We build and structure it: article architecture, internal versus public content, multilingual setup, and the content hygiene that makes AI answers accurate instead of confident and wrong.
Training and Ongoing Support
Hands-on training specific to your Freshdesk setup. Agents learn the inbox, canned responses, and Copilot. Team leads learn assignment, SLAs, and reporting. Admins learn automations, channels, and integrations. Most clients keep us on retainer for automation tuning, new channel rollouts, and quarterly reviews.
Omnichannel Support
One workspace for email, chat, messaging, and voice
Freshdesk Omni brings every channel into the Freshdesk Command Center, with AI summaries and interaction history on every conversation so customers never have to repeat themselves. Each channel can have its own AI agent, SLAs, and automations, and data from your billing, CRM, and ecommerce tools sits right next to the ticket.
The catch is that every channel you switch on is another set of rules, queues, and handoffs. Added one at a time, they collide: chat tickets that skip the SLA, an AI agent that answers on email but not in messaging, phone calls that never make it into the customer record.
We design the channel architecture up front, then build the routing, SLAs, and AI handoffs so every conversation lands with the right person, whichever channel it started on.
Who This Is For
Ecommerce and DTC Brands
Customers reach out by email, chat, and messaging apps, and they all want the same thing: where is my order. Freshdesk brings those channels into one inbox and its AI agents can handle the repetitive questions. We connect Shopify so agents see orders next to the conversation.
What that looks like:
Shopify order data in the ticket sidebar. Freddy AI Agent handling order status, returns, and exchanges. Canned responses for the top twenty ticket types. VIP and wholesale routing. Klaviyo, Recharge, and Loop Returns connected through Zapier. CSAT broken out by channel.
B2B, SaaS, and Service Teams
Support, success, and engineering all touch the same customer issues. The risk is a ticket that sits between teams with no owner. Freshdesk gives you ticketing, SLAs, and collaboration without leaving the inbox, and we set it up so escalations actually land.
What that looks like:
Groups per product line or customer tier. Multiple SLA policies tied to contract commitments. Threads and tasks for pulling in engineering or finance. Jira and CRM sync so everyone sees the same history. Custom dashboards showing backlog and breach risk by account.
Growing and Multilingual Teams
You're adding channels, regions, and languages faster than you're adding headcount. Freshdesk's multilingual helpdesk, live translation, and AI agents in 60+ languages make that possible, as long as routing and content are set up to support it.
What that looks like:
Skill-based and language-based routing. Multilingual knowledge base and portal. Copilot live translation for agents. Round-robin and load-balanced assignment across time zones. Channel-level reporting so you know where to staff next.
Freddy AI
Freshdesk's AI (and How We Configure It)
Freddy AI can resolve a large share of routine questions and make every agent faster. It only works when the knowledge base, routing, and handoff logic underneath are built properly. We set up every piece.
Freddy AI Agent
Freshdesk's AI agent resolves customer questions end to end using your knowledge base and connected systems, with pre-built agents for orders, bookings, payments, and more. Freshworks says AI agents can resolve up to 80% of queries. That number depends entirely on the content and handoff rules underneath.
Freddy AI Copilot
An assistant inside the agent workspace. Copilot drafts and rephrases replies, summarizes long threads, reads customer sentiment, translates live across 60+ languages, and suggests resolution steps. Available as an add-on on Pro and Enterprise.
Freddy AI Insights
Proactive insights with root cause analysis. Instead of building reports to find out why volume spiked, Insights surfaces the trend and the likely cause. Included on Enterprise.
Agentic Workflows
AI agents that take action, not just answer. With connectors to Shopify, Stripe, PayPal, and more, an agent can look up an order, process a refund, or update a booking, inside guardrails you define.
Inside Freshdesk
Core Freshdesk Features We Configure
We work across the whole platform. Here's what we build for every client.
Helpdesk Foundation
- Ticketing and shared inbox with custom statuses, fields, and forms
- Groups, roles, and permissions per team or region
- Canned responses and scenario automations for the top ticket types
- Customer portal and knowledge base
- Threads and tasks for internal collaboration
- Views and filters per team, channel, or customer tier
AI and Automation
- Ticket creation, update, and time-triggered automations
- Freddy AI Agent for autonomous resolution
- Freddy AI Copilot for drafting, summaries, and translation
- Agentic workflows connected to Shopify, Stripe, and more
- Knowledge base content structured for AI retrieval
Channels and Routing
- Email, chat, messaging apps, and voice in one workspace
- Channel-specific SLAs, automations, and AI agents
- Intelligent routing, round robin, and load-balanced assignment
- Skill-based routing on Enterprise
- Bring your own channel or telephony where you need it
Reporting and Operations
- Out-of-the-box and custom dashboards
- CSAT, first contact resolution, and trends by channel
- Multiple SLA policies with breach tracking
- Freddy AI Insights for root cause analysis
- Sandbox and audit logs on Enterprise
Our Process
How We Work
Discovery and Audit
We map your inbound volume, channels, team structure, current tools, and goals. If you're already on Freshdesk, we audit the instance. If you're migrating or starting fresh, we document requirements and the data that needs to move.
Strategy and Planning
Channel and group design, routing and assignment logic, ticket fields, SLA policies, integration map, knowledge base plan, AI rollout plan, and a timeline your team can work around.
Implementation
We do the technical work inside your Freshdesk: channels, automations, canned responses, portal, integrations, knowledge base, and Freddy AI configuration, then test end to end with real ticket samples before anyone goes live.
Training and Launch
Role-based training for agents, team leads, and admins. Documentation specific to your setup. A soft launch with monitoring so early issues are caught in hours, not weeks.
Ongoing Support
Automation tuning as volume changes, AI resolution rate optimization, new channel rollouts, integration maintenance, and quarterly reviews. Your Freshdesk experts, one message away.
Freshdesk Plans at a Glance
Freshdesk's published pricing, billed annually. We help you pick the right tier and get the most out of it.
Growth
per agent/month, billed annually
Launch AI-powered service over email
- Freddy AI Agent (first 500 sessions included)
- Ticketing and shared inbox
- Customer portal and knowledge base
- Out-of-the-box analytics and reporting
- Threads and tasks
- Roles and permissions
Best for: Small teams moving off a shared mailbox who need ticketing and a knowledge base first.
Pro
per agent/month, billed annually
Scale AI-powered service across your business
- Everything in Growth
- Multilingual helpdesk
- Custom dashboards and reporting
- Intelligent routing
- Multiple SLA policies
- External collaborators
Best for: Growing teams that need real routing, SLAs by customer tier, and reporting leadership trusts.
Enterprise
per agent/month, billed annually
Deliver enterprise-grade, AI-powered service
- Everything in Pro
- Freddy AI Insights
- Skill-based routing
- Sandbox
- Audit logs
- Allowed domains and IP whitelisting
Best for: Larger operations with complex routing, compliance requirements, or multiple brands.
AI and omnichannel pricing
Plan and add-on prices are Freshworks' published list prices and may change. Ridgeline implementation and retainer pricing is scoped per engagement.
Not sure which tier fits?
Schedule a Free ConsultationThe Stack We Connect Freshdesk To
We specialize in connecting Freshdesk to the tools your support, sales, and operations teams already use.
CRM
Ecommerce
Voice
Automation
Collaboration
Help Desk (Migration)
And many more through the Freshworks Marketplace, plus anything Zapier can reach.
Frequently Asked Questions
Ready to bring every channel together?
Whether you're launching Freshdesk, migrating from another help desk, or adding chat, messaging, and voice to an instance you already have, our team has done this before. Let's talk about what your support operation needs.