Last updated: 2023-04-26

Source: https://support.freshdesk.com/support/solutions/articles/37638-supporting-multiple-products-with-freshdesk

Supporting multiple products with Freshdesk

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. Product-specific incoming support mailboxes (like support@product1.com, support@product2.com)

2. 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

``` You can create up to 5 products on the Freshdesk Pro plan. On the Freshdesk Enterprise plan, you can create unlimited products. ```

A quick guide to setting up multi-product support

Setting up a Product

  • Go to Admin > Support Operations > Multiple P roducts.
  • 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.
  • S ave your settings.

    • Setting up a Portal

  • Go to Admin \> Support Operations \> 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 \> Channels \> Portals).