Freshdesk lets you support multiple products from a single helpdesk without having to pay for any extra licenses. 


Using a single helpdesk for an entire organization works all right, but wouldn't your customers love to have a dedicated support portal for each of your products? Freshdesk allows you to have separate portals for each of your products, without creating and paying for more accounts. You can give them different URLs, and also hide irrelevant forums and solutions by restricting them to specific categories.


The agent interface will remain the same for both products. Unless segregated by automation rules, agents can see tickets from all products in their ticket view.
 

With each of your products, you can have:

  1. Unlimited product-specific incoming support mailboxes (like support@product1.com, support@product2.com)

  2. Unlimited product-specific outgoing support mailboxes

  3. A separate branded customer support portal for each product

  4. Separate knowledge base articles for each product

  5. Distinct community forums for each product

      

Quick guide to setting up multi-product support


Setting up a Product

  • Go to Admin > General Settings > Multiple Products.
  • Click New Product, and enter the Product Name and Description.
  • To configure unique support emails for each product and assign them to specific groups, fill in the details under Product Support Email.
  • Remember to configure the forwarding rule in the corresponding mailbox to convert the emails into tickets.
  • Save your settings.



Setting up a Portal 

  • Go to Admin > General Settings > Multiple Products.
  • Click on Enable Portal
  • Enter the Portal URL and configure the Portal settings. 
  • You can also associate the required Solution and Forum categories you wish to display on that specific portal under Portal Categories.



Note: Portals can be set up and configured from the Portals page too (Admin > Support Channels > Portals).


Freshdesk lets you support multiple products from a single helpdesk without having to pay for any extra licenses. 


Being able to setup a single helpdesk for an entire organization works great, however, your customers would love it if they had a dedicated support portal for each of your products. Freshdesk allows you to have separate portals for each of your products, without creating and paying for more accounts. You can give it a different URL and also hide irrelevant forums and solutions from it by restricting it to specific categories.


The agent interface will remain the same for both products. Unless segregated by automation rules, agents can see tickets from all products in their ticket view.
 

With each of your products, you can have:

  1. Unlimited product specific incoming support mailboxes (like support@product1.com, support@product2.com)

  2. Unlimited product specific outgoing support mailboxes

  3. Separate branded customer support portal for each product

  4. Separate knowledge base articles for each product

  5. Distinct community forums for each product

      

Quick guide to setting up multi-product support


Setting up a Product

  • Go to Admin > General Settings > Multiple Products.
  • Click on New Product.
  • Enter the Product Name and Description.
  • To configure separate support emails for each product and automatically queue them in a specific group, fill in the details under Product Support Email and Save your settings. You must configure the forwarding rule in the corresponding mailbox to convert the emails into tickets. To learn more about setting up the forwarding rule, click here.



Setting up a Portal 

  • Go to Admin > General Settings > Multiple Products.
  • The multiple products page will list all your portals. Click on Enable Portal
  • Enter the Portal URL and configure the Portal settings. You can also associate the required Solution and Forum categories you wish to display on that specific portal under Portal Categories.

Note: Portals can be set up and configured from the Portals page too (Admin > Support Channels > Portals).