Multiple Products in Freshdesk
Freshdesk answer to multibrand. One account, several customer-facing identities, and double the configuration.
What a product gives you
Each product gets its own support email address, its own customer portal with its own branding, and its own knowledge base, while sharing one agent workspace and one set of contacts underneath.
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 do not 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 when nothing comes back.
Those tickets sit in different products with different portals and different agents, and nobody working inside one product ever sees the other. It is 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
Which Freshdesk plan includes multiple products?+
The higher tiers. Check the current plan table, since packaging changes.
Do agents need separate logins per product?+
No, 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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