Bring email, chat and forms into one queue, give every request an owner and a status, and keep each customer's history next to the reply.
For anyone asking: How do I keep track of every customer request in one place?
Each one's way of doing it, and the point where it stops.
Turns every email, chat, call or social message into a ticket, uses views as working queues, and moves tickets from New to Closed with side conversations for colleagues. Where it stops: No free plan; Support Team is email ticketing only, without messaging or live chat.
Forwards your Gmail, Google Workspace or Office 365 support mailbox into one queue where every email, form, social message, chat or call becomes a ticket with an Open, On Hold or Closed state. Where it stops: Free is capped at 3 users and 1 support address, with no social channels; Express at 5 users; a sixth agent needs Standard.
Gathers email, portal, web forms, Facebook and phone apps into one shared inbox of tickets, warns when a colleague is already replying, and routes tickets by rule. Where it stops: No free plan; merges cannot be undone; live chat and messaging channels need Freshdesk Omni.
Collects support email in a shared Inbox of conversations with collision detection, notes and assignment, so each customer gets one reply from one owner. Where it stops: Free has no workflows, SLAs, routing or AI and allows 10 saved replies; replying from Gmail breaks the link to the conversation.
Brings live chat, email, Messenger, Instagram and WhatsApp into one shared inbox, with email ticketing included on the Free plan. Where it stops: At the monthly conversation cap, agents cannot see new conversations until the reset or an upgrade.
Keeps chats and tickets in one inbox with WhatsApp, Messenger and Instagram, turns forwarded email into tickets, and gives each ticket a status and priority. Where it stops: No free plan; Essential keeps 60 days of conversation history.
Puts store email, chat and social messages in one inbox and shows the customer's recent Shopify orders beside each conversation, so agents can edit, cancel or refund from the ticket. Where it stops: Built for online stores, not as a general help desk; Starter has 3 user seats.
Every verdict rests on the data in our product reports, never on a fee. How we score →