Overview of Support Channels in Freshdesk

Created by Vaibhav Gupta, Modified on Thu, 5 Sep at 6:32 AM by Vaibhav Gupta

Freshdesk is a multi-channel support tool. You can integrate a number of support channels, so that you can talk to your customers where they are, while handling each conversation as a ticket within a single platform. Freshdesk offers native support for the following channels.

Channel	Description
Email	Your Freshdesk account can have an unlimited number of mailboxes, allowing you to access and manage all of your support emails in one place. Every email that comes to any of your support addresses is converted into a ticket. See Setting up your support email.
Self-service portal	Freshdesk sets up a customer portal for you. You can customize this portal, setup single sign-on, and provide seamless access to customers. Your support portal contains your knowledge base and forums, as well as your ticket forms and a ticket tracker for customers. See About the customer portal.
Help widget	The help widget is a modern experience for your customers to read solution articles and raise support tickets directly on your website. The help widget can be customized to match the look and feel of your brand. You can also optimize the help widget for ticket deflection by showing the contact form only when a solution article isn't helpful. See Setting up your help widget.
Feedback form	Freshdesk’s integrated feedback form lets you embed a form on your website or product. When your customers submit a question using the form, it gets created as a ticket in your Freshdesk account. Getting feedback from your website
Facebook	Bring your knowledge base and forums directly to your Facebook fans with the Facebook Page tab. Keep track of your wall posts and direct messages and convert them into tickets automatically. See Integrating a Facebook page with your helpdesk.
WhatsApp	No copy. See WhatsApp for Freshdesk.
Freshchat	You can use Freshchat to message your customers on your website, support portal, mobile, or in-app. Send proactive campaigns that supports, onboards, and retains them. You can integrate your Freshchat account with Freshdesk to convert issues into tickets. See How can I set up the Freshchat integration.
Freshcaller	Freshcaller lets you set up a dedicated call center on the cloud instantly. Just purchase a phone number of your choice, get automatic call recording, converting calls to tickets, IVR support, call monitoring, call barging, call conferencing, call masking, agent transfers, and much more. This also means that you can get to support your local hotline in multiple countries, and make or receive calls from pretty much anywhere in the world. And if your agents need their calls forwarded to their mobile, that works too. See Setting up the Freshcaller integration.