Support for multiple products

To set up Freshdesk to allow customers to raise tickets for different products, start by configuring multiple support email addresses—one for each product e.g isco@akvo.org, idc@akvo.org etc. This ensures that tickets are categorised based on the product they relate to. Once done, on the contact us form there is a Product dropdown, allowing customers to specify the product when submitting a ticket. 

Additionally, we set up Automation Rules (Admin > Automations) to automatically assign tickets to the relevant support agents or collaborators based on the product selection.

This setup allows us to also have different SLAs for each product where needed.