Summary: Freshdesk adds self-service and collaboration tools

Why It Matters: Freshdesk is expanding its core feature list to show it can handle more than just basic tickets. They are now highlighting how teams work together and how customers can help themselves.

What Changed:

• Added "Self-service" as a key capability to empower customers with AI and knowledge bases.
• Added "Collaboration" to the feature list to help multiple teams solve problems together.
• Added "Advanced workflows" to automate ticket routing based on agent skills and sentiment.
• Updated the demo signup form with specific time slots for different global regions (IST, SGT, AEDT, PT, EST, GMT).