Hello Folks !
 

I’m ​@aravind.sundararajan and I work as a Solution Architect in the Freshworks Professional Services Team. I focus on Freshworks CX suite of products. I get to work on the fun (and sometimes messy) middle ground between what customers need, what the business wants, and what’s technically possible. It’s not just about drawing up the perfect solution on paper — it’s about making sure it actually works in the real world. I spend a lot of time working with customers, product teams, engineers, and pretty much anyone who can help bring things together smoothly. In this series, I’m excited to share some behind-the-scenes stories and lessons I’ve picked up while designing and rolling out solutions that truly make a difference.

Today, I’m diving into one of the most powerful yet often underused features in Freshdesk — Multiple Products. If you’re supporting multiple brands, services, or business units, this feature can be a game-changer for keeping things organized and efficient within a single helpdesk.

We have articles that call out multi products but this is more of a deep dive on how effectively you can use multi products and what all the features that can be used to manage multiple brands in one instance.

Here’s an example Freshdesk instance showcasing multiple product configurations


           

With Multiple Products set up in Freshdesk, you gain several valuable functionalities:
 

Brand-Specific End-User Portals:
 

You can create and link one or more end-user portals to each product in Freshdesk. This lets you manage branding, knowledge base content, and ticket forms individually at the portal level, giving each product or brand its own unique identity and support experience. Besides email support, end-users or customers can also use portal-based forms to submit their support requests, ensuring a seamless and customized experience.



Knowledge Base:

You can create, organize, and maintain tailored knowledge base content for each product individually. This ensures more effective content management and makes it easier for users to access information that’s relevant to the specific product they’re using.




 

Product specific mailboxes:

You can link one or more mailboxes to each product, enabling better categorization and routing of incoming emails.

Here are some of the features and functionalities that can be more effectively organized and managed using multiple products:

SLA policies:

With the multiple products setup, you can define separate SLA policies for each product line.

Automation/Routing rules:

You can use the product as a condition in automation and routing rules to direct tickets to the appropriate support groups.


 

Branded Email Templates:

With the multiple product setup, you can have brand-specific email notifications/templates to provide a more personalized support for your customers.


 

 
 Freddy AI - Suggested Solutions V2 (BETA):

 Suggested Solutions V2 (currently in BETA) takes into account the portal linked to a ticket when generating     recommendations. This ensures more precise suggestions, even if similar articles exist across different products.
 

 Freddy AI - Reply Suggester (BETA):

 Reply Suggester (currently in BETA) also takes into account the portal linked to a ticket when generating reply   recommendations.

With Freshdesk’s Multiple Products feature, getting started is as simple as a few clicks—no complex configurations or steep learning curves. Whether you're supporting two brands or ten, the intuitive UI makes it easy to tailor workflows, automate actions, and deliver a seamless support experience across the board. It’s multi-brand support, minus the hassle.

If you haven’t explored this yet, I highly recommend giving it a spin — and if you run into any challenges, reach out. I’m always up for swapping stories and ideas on how to make your CX setup work better for you and your customers.

Stay tuned for more behind-the-scenes insights in this series — and until next time, happy supporting!

Cheers

Aravind