Freshdesk Multiple Products, and When to Use Them
Freshdesk multiple products is the multibrand answer: one account, several customer-facing identities, and double the configuration.
What Freshdesk multiple products give you
Each product gets its own support email address, its own customer portal with its own branding, and its own knowledge base. Underneath, they're sharing one agent workspace and one set of contacts.
Agents work all products from the same place, with product as a ticket property they can route and report on.
When you need it
You don't need it for internal teams, for regions under one brand, or for two features of one product. Groups and ticket fields handle those without doubling the setup.
The cross-product duplicate
One customer of two of your brands, writing to whichever address they remember first. Then to the other one when nothing's come back.
Those tickets sit in different products, with different portals and different agents. Nobody working inside one product ever sees the other. It's the hardest duplicate for a person to catch, and a straightforward one for a detector that matches on requester across the whole account.
Frequently asked questions
Is this the same as Freshdesk multi brand or multiple portals?
Yes. Freshdesk multi brand and Freshdesk multiple portals both describe the products feature: several customer-facing identities, each with its own portal and support address, on one account.
Which Freshdesk plan includes multiple products?
The higher tiers, though you'll want to check the current plan table, since packaging changes.
Do agents need separate logins per product?
No, they don't. One workspace covers all products, with product as a ticket property.
Duplicates cross products too
One customer writing to two brands about one problem is invisible inside either one.
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