Freshdesk is conceptually designed online cloud-based customer support software that provides a wide range of desk support with smart automations for all types of businesses. It is popular as it has enhanced customer engagement and has helped in managing customers to the greatest extent. As far as customer engagement is concerned, Freshdesk provides features like Multi-channel communication management, Team collaboration, Omnichannel help desk, Self-service support portal for support agents and customers and Artificial intelligence (AI) and chatbot capabilities.