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IA.md

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brand Freshdesk
tagline Delight your customers with effortless customer service
category Business SaaS
website https://freshdesk.com

Information Architecture — Freshdesk

Overview

Freshdesk is a cloud-based helpdesk platform by Freshworks that organizes customer support around tickets, canned automations, and a self-service portal. The IA focuses on simplicity: tickets flow through a shared inbox with SLA-driven prioritization, Freddy AI handles initial triage, and the knowledge base deflects common queries. Dispatch'r (auto-routing), Supervisor (time-based rules), and Observer (event-based triggers) form the automation triad.

Site Map

freshdesk.com
├── Dashboard
│   ├── Ticket Summary (unresolved, overdue, due today)
│   ├── Agent Performance
│   └── Customer Satisfaction Score
├── Tickets
│   ├── All Tickets
│   ├── My Open Tickets
│   ├── Unresolved
│   ├── Overdue
│   ├── Custom Views
│   └── Ticket Detail
│       ├── Conversation (replies, notes, forwards)
│       ├── Properties (status, priority, agent, group, type)
│       ├── Contact/Company Info
│       ├── SLA Status
│       ├── Time Tracking
│       ├── Related Tickets
│       └── Child Tickets (split)
├── Contacts
│   ├── Contacts List
│   ├── Companies
│   └── Contact Detail (tickets history)
├── Solutions (Knowledge Base)
│   ├── Categories
│   │   └── Folders
│   │       └── Articles
│   ├── Article Editor
│   └── Self-service Portal
├── Forums (Community)
│   ├── Categories → Topics → Posts
│   └── Idea Boards
├── Reports
│   ├── Helpdesk Analytics
│   ├── Agent Performance
│   ├── Group Performance
│   ├── Customer Satisfaction
│   ├── Timesheet Summary
│   └── Custom Reports
├── Admin
│   ├── Agents & Groups
│   ├── Channels (Email, Phone, Chat, Social, WhatsApp)
│   ├── Automations
│   │   ├── Dispatch'r (ticket creation rules)
│   │   ├── Supervisor (time-based rules)
│   │   └── Observer (event-based triggers)
│   ├── SLA Policies
│   ├── Business Hours
│   ├── Canned Responses
│   ├── Ticket Fields
│   ├── Customer Portal Settings
│   ├── Freddy AI
│   └── Marketplace (Apps)
└── Customer Portal (Public)
    ├── Knowledge Base
    ├── Submit Ticket
    ├── Track My Tickets
    └── Community Forums

Navigation Model

  • Left sidebar: Dashboard, Tickets, Contacts, Solutions, Forums, Reports, Admin
  • Ticket list: Table with sortable columns; filter bar at top; bulk actions
  • Ticket detail: Split view — conversation thread (left), properties + contact info (right)
  • Admin: Categorized settings with search within admin
  • Customer Portal: Public-facing site with KB search, ticket submission, and community

Content Model

Entity Key Attributes Relationships
Ticket subject, description, status, priority, source (email/phone/chat/portal/social), agent, group, type, tags, SLA → Contact, Company, Conversations, Child Tickets
Conversation type (reply/note/forward), body, attachments, author → Ticket
Contact name, email, phone, custom fields → Company, Tickets
Company name, domain, custom fields → Contacts, Tickets
Agent name, email, role, group(s), skills → Tickets
Group name, agents, auto-assignment → Tickets
Article (Solution) title, body, folder, status (draft/published), tags → Folder, Category
Canned Response title, content, folder → Tickets (applied by agents)
SLA Policy response time, resolution time per priority → Tickets
Automation Rule type (dispatch/supervisor/observer), conditions, actions → Tickets
Freddy AI suggested responses, ticket classification, contact scoring → Tickets

User Flows

1. Ticket Lifecycle

Customer submits via email/portal → Dispatch'r assigns group/agent → Agent opens ticket → Responds with reply or canned response → Escalation if SLA breached → Resolve → CSAT survey

2. Set Up Dispatch'r Automation

Admin → Automations → Dispatch'r → + New Rule → IF (ticket source = Email AND subject contains "billing") → THEN (assign to Billing group, set priority High) → Save

3. Build Knowledge Base

Solutions → + New Category → + New Folder → + New Article → Write content (rich text, images, video) → Publish → Article appears in Customer Portal and Agent KB search

4. Monitor Performance

Reports → Agent Performance → Select date range → View first response time, resolution time, tickets resolved, CSAT scores → Drill down by agent/group

Customer Self-Service

Visitor opens Support Portal → Searches Knowledge Base → Finds article → Issue resolved without ticket

Alternatively:

Visitor opens Support Portal → Searches KB → No result → Submits Ticket → Receives confirmation email → Tracks status via portal

Freddy AI Assistance

Customer submits ticket → Freddy AI analyzes content → Suggests relevant KB articles → Customer resolves via self-service → OR → Freddy classifies and routes to appropriate agent group

URL / Route Structure

{domain}.freshdesk.com/a/dashboard/default         # Dashboard
{domain}.freshdesk.com/a/tickets/filters/{view}     # Ticket view
{domain}.freshdesk.com/a/tickets/{ticket_id}        # Ticket detail
{domain}.freshdesk.com/a/contacts/{id}              # Contact detail
{domain}.freshdesk.com/a/solutions/categories       # Knowledge base admin
{domain}.freshdesk.com/a/admin/automations           # Automations
{domain}.freshdesk.com/a/analytics/                  # Reports
{domain}.freshdesk.com/support/home                  # Customer Portal home
{domain}.freshdesk.com/support/solutions/articles/{id} # Public article
{domain}.freshdesk.com/support/tickets/new           # Submit ticket
{domain}.freshdesk.com/a/tickets/new                    # New ticket form
{domain}.freshdesk.com/a/companies/{id}                 # Company detail
{domain}.freshdesk.com/a/solutions/articles/{id}/edit   # Edit article
{domain}.freshdesk.com/a/admin/agents                   # Agent management
{domain}.freshdesk.com/a/admin/groups                   # Group management
{domain}.freshdesk.com/a/admin/sla                      # SLA policies
{domain}.freshdesk.com/a/admin/business-hours            # Business hours
{domain}.freshdesk.com/a/admin/canned-responses         # Canned responses
{domain}.freshdesk.com/a/admin/ticket-fields             # Custom fields
{domain}.freshdesk.com/a/admin/freddy                   # Freddy AI settings
{domain}.freshdesk.com/a/admin/marketplace              # Marketplace apps
{domain}.freshdesk.com/a/forums/{id}                    # Forum category
{domain}.freshdesk.com/support/tickets/check_status     # Track ticket status

Search & Filter

  • Ticket search: Full-text across subject, description, notes; filter by status, priority, agent, group, tags, created date, SLA status

  • Custom Views: Saved filter + sort configurations; shared across team or personal

  • Contact/Company search: By name, email, domain, custom fields

  • Knowledge Base search: Full-text article search in admin and customer portal; auto-suggest

  • Freddy AI suggestions: AI-powered article suggestions based on ticket content

  • Canned Response search: Search canned responses by title or folder

  • Forum search: Full-text search in community forums

  • Agent search: Find agents by name, group, or skill

Responsive Behavior

Breakpoint Behavior
Desktop (1024px+) Full sidebar + ticket list + detail panel
Tablet (768–1023px) Responsive layout; ticket detail as full page
Mobile (Freshdesk app) View/respond to tickets, manage views, notifications; limited admin
Customer Portal Fully responsive; search articles, submit tickets, track status on any device

Platform-Specific UX

  • Dispatch'r, Supervisor, and Observer form the automation triad for ticket lifecycle management
  • Freddy AI provides suggested responses and ticket classification powered by ML
  • SLA policies with escalation rules ensure response and resolution time compliance
  • Multi-channel support unifies Email, Phone, Chat, Social, and WhatsApp into a single inbox
  • Canned responses with dynamic placeholders speed up agent replies
  • Parent-child ticket relationships enable splitting complex issues into sub-tasks
  • Customer Portal provides self-service ticket submission, tracking, and knowledge base access
  • Satisfaction surveys (CSAT) are auto-sent after ticket resolution
  • Day Pass model allows occasional agents to work tickets without full-time seats
  • Time tracking enables billing clients for support hours spent per ticket
  • Custom ticket forms with conditional fields adapt to different issue types
  • Marketplace apps extend functionality with 1000+ integrations

Integration Points

  • Native integrations with Slack, Microsoft Teams, Jira, and Salesforce
  • Freshdesk API (v2) provides full CRUD operations on tickets, contacts, and solutions
  • Webhooks enable event-driven automation with external systems

Ticket Priority Matrix

Urgent + High Impact  → P1 → 1-hour response SLA
High + Medium Impact  → P2 → 4-hour response SLA
Medium + Low Impact   → P3 → 8-hour response SLA
Low + Minimal Impact  → P4 → 24-hour response SLA

Channel Support

  • Email: Auto-ticket creation from incoming emails
  • Phone: Call logging with ticket linking
  • Chat: Live chat widget on customer portal
  • Social: Twitter and Facebook message monitoring
  • WhatsApp: Business API integration for messaging

Access Control

Role Capabilities
Account Admin Full access — billing, settings, all tickets, all agents
Admin Manage agents, groups, automations, all tickets
Supervisor View/manage all tickets, run reports, cannot change settings
Agent Work assigned tickets, use canned responses, access KB
Occasional Agent (Day Pass) Temporary agent access on specific days
Contact (Customer) Submit/track own tickets, access portal, browse KB
Custom Role Configurable permissions per module (Enterprise)