Freshdesk

(7 customer reviews)

$0.00$109.00

Freshdesk is a cloud-hosted platform with numerous features for enhancing the delivery of a quality support service. The functionality of the service is divided into a set of tiers. That allows you to meet the needs of small businesses and large organizations. The free trial enables easy testing of features. Plus, Freshdesk offers a freemium plan with a defined functionality set for an unlimited number of support reps. A good option for those who just start their route in delivering customer service.

About Freshdesk

Overall, Freshdesk helps to extend communication points with customers via multi-channel and multi-language support. The automation, canned responses, ticket-routing enhance the workflow of support teams. The self-service options come as a win-win: support agents are unloaded with a part of questions, and customers can find the required answers in the knowledge base or community. What’s more, the gamification mechanisms help to distract reps from their routine and spice up their performance.Freshdesk keeps traditional ticketing system but advances it with converting customer emails into tickets. Less time clicking, more time solving customer question or issue. The reporting delivers the drill down into the problem trends, agent performance, ticket volume, time, and lifecycle, as well as can depict it on dashboards and bring in scheduled reports.

Being a part of Freshworks solutions, Freshdesk clients can obtain greater technological synergy by integrating Freshchat and Freshcall. Like with ticketing, you can view and work with all the communication channels from a single place. But the choice of public and private apps integration varies in pricing tiers.

Freshdesk brings its native apps for Android and iOS devices, yet the AI engine (Freddy) and developer sandbox are available only on the most expensive plans.

Profile Details: Freshdesk Advantages

To kick things off, let’s discuss the benefits offered to Freshdesk customers. The list includes multichannel support, enhanced customer query and ticket management, advanced workflow due to automation, multi-product customer support, customization, integration with public software and widgets, gamification, and easy setup.

Multichannel support

So sure, Freshdesk is an excellent solution to implement if you’re looking to improve customer support quality. But what if you are looking to extend customer touchpoints? Freshdesk is twofold. It delivers the traditional support channels: ticking system, email, call center, knowledge base, and customer community. On the modern scale, this software allows integrating live chat, Twitter and Facebook. Regardless of the channel, Freshdesk will automatically convert customers’ messages into tickets.

How can a support agent team deal with all incoming emails? It is simple: every agent has multiple mailboxes that drive all messages into a single place for efficient managing. The integration with Facebook and Twitter helps to meet the expectations of the customers who prefer these channels. Apart from the quick on the spot support in the social media, you can track the messages about your brand that circle around the web and promptly react to positive and negative feedback. The Freshdesk AI engine learns the trends and enhances the quick detection of negative sentiment.

The Freshworks suite offers a call center app – Freshcall – that can be easily integrated with Freshdesk. Instead of looking at the other phone systems or apps, you can use an out-of-the-box solution. The software enables the call center operations in 30 countries.

Take the time to look at what people really want. If there are growing requests for quick online help, you can integrate another Freshworks app – Freshchat. There is no need for a public app, use a native live chat to facilitate conversations and give fast responses directly from a website.

Look at every possible approach and every new way of doing things. The feedback widget and customer community portal with an integrated knowledge base will be handy for customers. The live chat or phone support options will be right at their fingertips if they couldn’t find the answers by themselves. The added benefit is the optimization of this content for the search engines. It will be even easier to find the answers from anywhere.

Enhanced customer query

The multiple support channels are good at catching any errors before they become big problems. All the queries from emails, phone calls, live chat, Facebook, Twitter messages, and comments on the community portal are driven to a single place. What’s more, the queries are sharply divided according to the urgency, SLA, or other set metrics.

Improved ticket management

First of all, you can accommodate and configure the Freshdesk ticketing system to your business requirements and processes. The functionality allows the support agents to monitor the number of customer inquiries and make sure that no stray detail or ticket goes unnoticed.

Coming back around to the idea of having a scalable ticketing system, it delivers such important options as labeling, queuing, and routing tickets to stick to the workflow once everyone is on the same page. On top of that, you’re going to avoid duplicate responses to a single ticket with the agent collisions feature.

Advanced workflow thanks to automation

The automation brings benefits from multiple perspectives, but the major one is depriving support agents of the repetitive actions. Recently, Freshdesk rolled out new options for automations. The updated functionality allows to setup tickets routing, triggers, and ticket actions. For instance, you can create an automation to send the ticket to sales if its content contains certain keywords. Here's what we mean:

Ticket routing rule in Freshdesk

Creating an Automation rule and its settings in Freshdesk.

Multi-product customer support

In case, you have customers around the globe and offer multiple products, Freshdesk is just right. Why? The help desk platform supports multiple languages, time zones, and products.

To stay ahead of the curve, each agent in your team can customize the language of Freshdesk. (It offers 26 for the choice.) As for the timezone settings, you can define working hours for every team. That may be local or targeted audience timezone. SLA policies can be tailored to a product, a department, or a company. All for the sake of avoiding and tracking violations.

Multiple product support enhances a holistic approach to effective service. It is easier than it may look at first. All inquiries go into a help desk where system categories and assigns them to a specified team, or a support agent. Also, you can add correlating factors of assignment rules, email notifications, SLAs, and others. Every product can have a separate knowledge base and a customer community.

Adding a new product to Freshdesk

Adding a new product in Freshdesk. 

Customization for brand recognition

Brand logo and colors embody a sense of what success is. The task is to correlate your support portal with the website. Freshdesk is open for customizations, and you can rebrand your account by changing a logo and favicon. The domain of the support portal can be replaced as well. If you want to change the theme of the customer portal, FAQs, forum, there is an option in customizations setting that allows applying a single CSS file for the entire theme.

Agent portal branding in Freshdesk

Customization of agent portal. Note that customer portal branding is available in Estate ($49/agent/month) and Forest ($49/agent/month) plans only. 

Integration with public software and widgets

There are dozens of various apps aimed to enhance routine and collaboration, help to sell products online, boost productivity, provide additional data storage, manage customers records and many more. Freshdesk delivers to its clients over 250 apps available for integration. The leading positions in the list have eCommerce, CRM systems, cloud storages and tight integration with Google suite products.

Freshdesk Marketplace

Access apps in the marketplace in Freshdesk.

So, if you run a lot of operations using Google products, Freshdesk is an excellent choice to strengthen the workflow. In case, your company uses CRM software, then the integration will bring more touchpoints to support, sales and marketing teams what expected to advance the overall performance.

Gamification makes work fun

The working day of a support agent is usually quite stressful. The gamification mechanisms turn out to be a savior for business and employees. Freshdesk delivers this option. It can be effectively applied to

  • the adoption of the new help desk platform
  • the training for new hires
  • motivate support reps to work better on issue solving and ticket closing

Freshdesk Gamification

Default quests for agents in Freshdesk. 

Freshdesk enables the gamification in order to engage support reps and boost their interest in quality service and satisfied customers. In return, they get less monotonous tasks and run a mild competition with their colleagues for the higher place on the “best supporters” list.

Simple implementation

User adoption is another vital aspect of the choice of a help desk platform. Freshdesk was designed to make this process seamless. Mainly it is focused on setting up your preferences to SLAs, ticket priorities rules and ticket resolution time. As it was mentioned above, multiple products can have own SLAs, working hours, and priority levels applied to tickets and other customer inquiries. To offer support on-the-go, take advantage of Freshdesk mobile apps for Android and iOS devices.

Use cases for Freshdesk

All the benefits look like the theory without the actual examples. To prove the value of Freshdesk, let’s show what problems of customer support service it can solve.

Scenario 1: A Smooth Adoption

Once you decided to move from mailbox to a help desk platform support, your team may get stuck with the new interface and workflow setup. Freshdesk UI (in some way) reminds an email interface what makes the adoption less painful and faster.

The tandem of integration of other systems and feature of automated ticket conversion saves a lot of time and efforts. Besides, the ticket form has fields that remind email – this makes it familiar and comfortable to work with for new hires. Furthermore, the support agents can add custom fields to the tickets to extend information for faster issue solving.

Scenario 2: Get, Prioritize, Assign, and Fix Tickets Easily

Many companies face the problem with the ticket sorting and prioritizing, as well as they face another bottleneck – assigning issues to the right support agents. The automations available at Freshdesk will help to manage all the mentioned above workflow problems.

The tags enhance ticket sorting out, and Dispatch’r tool help to give the appropriate importance to a ticket. What’s more, tickets can be merged if the issues are simple, and split if the problem is quite complex.

The option of skill-based routing allows setting the agents responsible for specified issues or topics. Another feature called round-robin ticket assignment will direct the customer inquiry to an available agent. Besides, agent collision detection shows who is working on a ticket so two support reps won’t reply to a single customer.

Scenario 3: Spice up the Routine

Another thing that kills productivity is the routine answers to the common questions. Freshdesk delivers the canned responses (either private or shared) to streamline the response to a customer. Plus, the quick actions may insert a message or link to a knowledge base article by clicking on a combination of keyboard buttons.

Freshdesk gamification mechanism designed to engage the support team to work and better performance. No one would underestimate the importance of motivation in an action-packed day of a support agent.

Scenario 4: Many Products Get Branding and SLAs

Large companies that sell multiple products or services to customers around the world require the separate branding of support portal, SLA, working hours, and sometimes have to support different languages. Freshdesk is software that can fulfill all the mentioned above demands.

The platform enables the option of global support where you can choose working hours, set different SLA for products and even for separate customers, and customize domain, logo, favicon, and use CSS to change the page layouts. There is also a built-in option of digitally added signature for emails. It can be set for each product or brand you have.

Qualifications: Features in Price Tiers

What makes Freshdesk suitable for businesses nearly of any size? The different functionality in packages offered to the potential customers. That also makes it affordable in a pressing matter of budget. There are five price tiers to meet the requirements of companies and their support teams.

 

Sprout

A freemium plan that has no limitation of agents. If you choose this plan, you will get

  • Ticket management with options of email ticketing and outbound email, automated email notification. As for the tickets, you get an overview of activity log, merging and exporting tickets.
  • Agent productivity will bring shared canned responses, public and private notes on tickets, tags, quick actions (a combination of keyboard buttons for inserting a canned response or a link to the article from the knowledge base) and to-dos.
  • Helpdesk automation delivers the automated ticket assignment via Dispatch’r.
  • Social support comes in basic Twitter and Facebook channels.
  • Collaboration is available via the integration of Freshconnect.
  • Ticket forms section allows only embeddable feedback widget.
  • Self-Service supports private and public knowledge bases, and email to a knowledge base (when the agents’ ticket replies convert into articles.)
  • Reporting presents the default dashboard and ticket volume trends.
  • Customization can be applied to a public portal.
  • Security enables a single sign-on and option of sign emails digitally.

 

Blossom

The first paid plan for $15/user/mo (annual subscription) or $19/user/mo (billed monthly). The features are presented in the following sections:

  • Ticket management
    • email ticketing and outbound email
    • multiple shared inboxes
    • automated email notification
    • undo sent messages
    • an overview of a ticket activity log
    • sorting ticket conversations
    • merging, splitting, watching and exporting tickets
  • Agent productivity
    • shared and personal canned responses
    • public and private notes on tickets
    • tags
    • quick actions (a combination of keyboard buttons for inserting a canned response or a link to the article from the knowledge base)
    • traffic cop (stops sending replied before the agent read the ticket updates)
    • agent collision detection (shows all the agents who view a ticket who is currently working on it)
    • a filtered search
    • an integrated game mechanism
    • occasional agents (are distinguished by the day pass which is the token that allows to login to the portal)
    • dynamic placeholder (enables personalization of the automated emails)
    • custom ticket views
    • a summary app (helps to create and share a list of customer problems)
    • to-dos and reminders on these to-dos
  • Helpdesk automation
    • automatic ticket assignment using Dispatch’r
    • time-triggered automations using Supervisor
    • event-triggered workflow automations with the Observer
    • multi-task workflows with one-touch Scenario automations
  • SLA management enables business rules management through SLAs.
  • Social support represented by the advanced Facebook and Twitter channels.
  • Collaboration is available via the integration of Freshconnect.
  • Ticket forms
    • embeddable feedback widget
    • custom status
    • custom ticket fields
    • dependent fields in ticket forms (allows to add a hierarchical dropdown)
  • Self-service
    • private and public Knowledge Base
    • email to the knowledge base (when the agents’ ticket replies convert into articles)
    • auto-suggest solutions
  • Customer management
    • custom contact and company fields
    • merge contacts
  • Reporting
    • helpdesk in-depth report
    • ticket volume trends
    • save reports
    • export reports
  • Customization
    • public portal customization
    • custom domain mapping
    • API access
  • Security
    • single sign-on (customers can log in with their Twitter/Facebook/Google credentials)
    • single sign-on with SAML
    • DKIM/DMARC (digitally sign emails)
  • Apps (available for integration)
    • access to app gallery
    • email marketing and CRM apps
    • cloud telephony integration app

 

Garden

This price tier comes at $29/user/mo (annual subscription) or $35/user/mo (billed monthly).

The toolbox includes:

  • Ticket management
    • email ticketing and outbound email
    • multiple shared inboxes
    • automated email notification
    • undo sent messages
    • an overview of a ticket activity log
    • sorting ticket conversations
    • merging, splitting, watching and exporting tickets
    • time tracking
    • ticket templates
    • standard satisfaction surveys
    • annotated image attachments
  • Agent productivity
    • shared and personal canned responses
    • public and private notes on tickets
    • tags
    • quick actions (a combination of keyboard buttons for inserting a canned response or a link to the article from the knowledge base)
    • traffic cop (stops sending replied before the agent read the ticket updates)
    • agent collision detection (shows all the agents who view a ticket who is currently working on it)
    • a filtered search
    • an integrated game mechanism
    • occasional agents (are distinguished by the day pass which is the token that allows to login to the portal)
    • dynamic placeholder (enables personalization of the automated emails)
    • custom ticket views
    • a summary app (helps to create and share a list of customer problems)
    • to-dos and reminders on these to-dos
    • session replay
    • canned forms
  • Helpdesk automation
    • automatic ticket assignment (Dispatch’r)
    • time-triggered automation (Supervisor)
    • event-triggered workflow automation (Observer)
    • multi-task workflows with Scenario automation
  • SLA management
    • business rules management through SLAs
    • SLA reminders
    • escalation emails for SLA violation
  • Social support represented by the advanced Facebook and Twitter channels, and Facebook in-sync app.
  • Collaboration presents the option of linked tickets and the integration of Freshconnect.
  • Ticket forms
    • embeddable feedback widget
    • custom status
    • custom ticket fields
    • dependent fields in ticket forms (allows to add a hierarchical dropdown)
  • Self-service
    • private and public Knowledge Base
    • email to the knowledge base (when the agents’ ticket replies convert into articles)
    • auto-suggest solutions
    • automatic sitemap generation
    • community forums
  • Global support
    • multilingual knowledge base
    • dynamic email notifications
  • Customer management
    • custom contact and company fields
    • merge contacts
    • customer journey (shows up the list of solution articles that the customer has looked up on the self-service portal before they raised a ticket)
    • customer 360 (shows everything about customers within Freshdesk)
  • Reporting
    • agent and group performance
    • helpdesk in-depth report
    • ticket volume trends
    • ticket drill down in reports
    • timesheet summary report
    • schedule reports
    • satisfaction survey report
    • save reports
    • export reports
  • Customization
    • public portal customization
    • custom domain mapping
    • CSS customization
    • API access
  • Security
    • single sign-on (customers can log in with their Twitter/Facebook/Google credentials)
    • advanced password policy for agents and customers
    • single sign-on with SAML
    • DKIM/DMARC (digitally sign emails)
  • Apps (available for integration)
    • access to app gallery
    • email marketing and CRM apps
    • cloud telephony integration app
    • survey & feedback apps
    • time tracking and invoicing tools
    • custom apps

 

Estate

The plan costs $49/user/mo (annual subscription) or $65/user/mo (billed monthly).

Here is the list of available features:

  • Ticket management features are equal to Garden’s section. However, here is an available option of customizable satisfaction surveys.
  • Agent productivity features are equal to Garden’s section.
  • Helpdesk automation
    • automatic ticket assignment (Dispatch’r)
    • time-triggered automation (Supervisor)
    • event-triggered workflow automation (Observer)
    • multi-task workflows with Scenario automation
    • round-robin ticket assignment (assigns tickets in a circular fashion to the agents who are online in that group)
    • load-balanced ticket assignment
  • SLA management
    • business rules management through SLAs
    • SLA reminders
    • escalation emails for SLA violation
    • multiple SLA policies
    • product, group and company level SLAs
  • Social support represented by the advanced Facebook and Twitter channels, and Facebook in-sync app.
  • Collaboration
    • linked tickets
    • shared ownership of tickets
    • parent-child ticketing
    • the integration of Freshconnect
  • Ticket forms
    • embeddable feedback widget
    • custom status
    • custom ticket fields
    • dependent fields in ticket forms (allows to add a hierarchical dropdown)
    • dynamic ticket forms (change the fields change based on the user input)
  • Self-service features are equal to Garden’s section.
  • AI engine
    • Omnibot (makes self-service more intelligent and helpful)
    • Social signals (uses AI to the relevant tweets or tweets with negative sentiment and quickly reply to them)
  • Global support
    • multilingual knowledge base
    • dynamic email notifications
    • multiple time zones
    • multiple business hours
    • multiple product helpdesk
  • Customer management
    • custom contact and company fields
    • merge contacts
    • link multiple companies to a single contact
    • identify contacts using external ID
    • customer journey (shows up the list of solution articles that the customer has looked up on the self-service portal before they raised a ticket)
    • customer 360 (shows everything about customers within Freshdesk)
    • customer segments
  • Reporting
    • agent and group performance
    • helpdesk in-depth report
    • ticket volume trends
    • ticket drill down in reports
    • performance distribution
    • timesheet summary report
    • top customer analysis
    • ticket lifecycle report
    • schedule reports
    • satisfaction survey report
    • save reports
    • export reports
    • team dashboards
  • Customization
    • public portal customization
    • custom domain mapping
    • CSS customization
    • complete portal customization
    • customizable agent roles
    • fresh theme gallery
    • API access
  • Change management presents the option of log audit.
  • Security
    • single sign-on (customers can log in with their Twitter/Facebook/Google credentials)
    • advanced password policy for agents and customers
    • single sign-on with SAML
    • DKIM/DMARC (digitally sign emails)
    • custom SSL certificates (default domain is free)
    • helpdesk restriction
  • Apps (available for integration) features are equal to Garden’s section.

 

Forest

This plan comes $109/user/mo (annual subscription) or $125/user/mo (billed monthly).

The following sections have the same features that are offered in Estate price tier.

  • Ticket management
  • Agent productivity
  • SLA management
  • Social support
  • Collaboration
  • Ticket forms
  • Self-service
  • AI engine
  • Global support
  • Customer management
  • Reporting
  • Customization
  • Apps (available for integration)

However, the following sections have more options.

  • Helpdesk automation
    • automatic ticket assignment (Dispatch’r)
    • time-triggered automation (Supervisor)
    • event-triggered workflow automation (Observer)
    • multi-task workflows with Scenario automation
    • round robin ticket assignment (assigns tickets in a circular fashion to the agents who are online in that group)
    • load balanced ticket assignment
    • skill-based ticket assignment
  • Change management 
    • audit log
    • sandbox (allows trying and testing new features and configurations in Freshdesk without directly impacting customers or agents)
  • Security
    • single sign-on (customers can log in with their Twitter/Facebook/Google credentials)
    • advanced password policy for agents and customers
    • single sign-on with SAML
    • DKIM/DMARC (digitally sign emails)
    • custom SSL certificates (default domain is free)
    • helpdesk restriction
    • IP whitelisting
    • data center location
    • HIPAA Compliance

 

Hobbies: App Marketplace

However, alongside the native apps and features, Freshdesk provides its customers with a marketplace where are dozens of applications awaited. The categories help to figure out what you can choose.

Freshdesk Marketplace main page. Source: Freshdesk.

To enlist a few:

  • Advanced Ticketing (Amplify Reach, WeChat Connect, Translate Buddy, and others)
  • Agent Productivity (Teamviewer, Acquire, QuickBooks, and many more)
  • CRM (Salesforce, Zoho, HubSpot, Pipedrive, Insightly, SugarCRM, and others)
  • Chat (Live Chat, Olark, Freshchat, HipChat, and others)
  • Data Migration (Gmail migration, Popdoc, Flatly, Help Desk Migration, Flatly, and more)
  • E-Commerce (Shopify, Magento 2, Skyvia, CS-Cart, and others)
  • Email Marketing (MailChimp, HubSpot, Constant Contact, and more)
  • File Sharing & Collaboration (DropBox, GitHub, Slack, and others)
  • Issue Tracking (Atlassian Jira, Trello, and others)
  • Reporting and Analytics (Google Analytics, Klipfolio, and many others)
  • Social Media (Youtube, Instagram, WhatsApp, We Chat, and others)
  • Surveys & Feedback (Survey Monkey, Customer Thermometer, and others)
  • Time Tracking & Billing (Freshbooks, QuickBooks, Veeqo, and more)
  • Video, Telephony & SMS (Skype, RingCentral, CloudTalk, Twilio, and others)

 

Awards and Certificates

Freshdesk enables HIPAA Compliance for users of Forest plan only. As a Freshdesk customer, you may use the processing of electronic Personal Health Information (ePHI) in the normal course of their business operations. As per the Health Insurance Portability and Accountability Act (HIPAA) of 1996, you should get categorized as either Covered Entity or Business Associate, Freshworks may extend support to their compliance towards HIPAA by mutually executing a Business Associate Agreement (BAA).

If you are going to run a support portal on a freshdesk.com domain, Freshdesk offers a wildcard SSL. Once you change the default Freshdesk URL, then the provided default SSL of Freshdesk won’t work. The SSL certificate can be bought for $180 portal/year.

Freshdesk also delivers SAML Single Sign-On for your agents. This will simplify login for the agents with the help of any SAML provider you configure on your side, and the user attributes (i.e., email address) are sent back to Freshdesk.

Education Options

Speaking of support from Freshdesk, there is a couple of options. Such as knowledge base, community forums, and 24/7 email support are available for all price tiers

The paid plans can request 24/5 chat support and 24/5 phone support. (These options are unavailable for Sprout clients.)

Additional information

Agent efficiency

Add reminders on to-dos, Agent collision prevention, Auto Bcc, Bulk actions, Canned forms, Contextual Workspaces, Custom & Group Views, Dynamic content, Edit/hide threads, Email signatures, Filtered Search, Group your agents, Keyboard shortcuts, Macros, Mobile app, Multilingual (Multiple) content, Occasional agents, Personal canned responses, Private Comments within tickets, Restricted conversation views, Session replay, Shared canned responses, Skills-based routing, Summary app, Tags, To-dos, Traffic cop

Collaboration

Collaboration, Contextual collaboration with Freshconnect, Linked tickets, Parent-child ticketing

Customer relationship management

Contact Form, Contacts & Accounts Management, Contacts & ticket history, Custom user and organization fields, Customer 360, Customer journey, Customer profiles, Customer satisfaction ratings (CSAT), Customer segments, Group contacts by organization, Identify contacts using external ID, Organization profiles

Help desk automation

Auto reply, Automatic ticket assignment using Dispatch'r, Custom business rules (triggers & automations), Event-triggered workflow automations, Multi-task workflows with one-touch Scenarios, Round robin ticket assignment, Time-based Rules, Time-triggered automations

Help desk management

Business Hours, Custom status, Custom ticket fields, Dynamic ticket forms, Multiple Ticket Forms, Sandbox test environment, Service Level Agreement (SLA) management, Set your Time Zone, SLA reporting, Ticket file attachment size, Ticket sharing

Incident Management

Auto-suggest Solutions, Form templates, Multiple SLA Policies, Task Management

KB Customization

Branding removal (email), Branding removal (Help Center), Complete portal customization, CSS customization, Custom domain mapping, FreshThemes gallery, Public portal customization

Knowledge base management

Community forums, Internal Help Center, Knowledge base, Rich text Help Center articles, SEO, Unlimited data

Platform Integration

API rate limit, Cloud telephony integration app, Email integration with Outlook, Gamification, Google Apps (G Suite), HubSpot Integration, Integration with Atlassian Jira, Integrations, Private custom apps, Public apps (Marketplace), Salesforce integration, Slack integration, Webhooks, Zapier integration

Reporting & analytics

Advanced Insights, Agent Dashboard (Agent Scorecard), Analytics, Export reports, Google Analytics for Help Center, Helpdesk in-depth report, Overview dashboard, Performance distribution, Save reports, Schedule Data Export, Schedule Reports, Support Performance dashboards, Team Dashboards, Ticket drill down in reports, Ticket lifecycle report, Ticket volume trends

Security

Ability to configure for HIPAA, Advanced password policy for agents and customers, Audit logs, Custom email servers, Custom roles and permissions, Custom SSL certificates (default free), Data center location, Digitally signed emails (DKIM/DMARC), Domain Whitelisting, Encryption: data at rest and in motion, GDPR compliance, Log in with Google, Network access restriction (IP Whitelisting), Privacy Shield and Safe Harbor compliant, Single sign on with SAML, Single sign-on (SSO) for web and mobile, SPF(Sender Policy Framework), SSL encryption

Support for organizations

Calling, Chat Support (in English), Email Support, Facebook, Live chat, Multibrand Support, Phone Support (in English), SDK, Support Bot, Twitter, Web Widget

Ticket management

Annotated image attachments, Assume identity, Custom Email Templates, Email forwarding, Email tickets, Mailboxes (inboxes), Merge tickets, Outbound email, Outgoing SMTP settings, Public and private notes in tickets, Satisfaction surveys – Customizable, Sort ticket conversations, Spam filtering, Split tickets, Support workflow, Ticket export, Ticket templates, Time tracking, Undo send, Watch tickets

Uncategorized

Announcements, Automatic sitemap generation, Backup, Community forums, Facebook in-sync app, Notifications, Printer-friendly, Unlimited End Users, Voicemail integration

7 reviews for Freshdesk

  1. Healthcare Recruiter

    Freshdesk is one of the best platforms for small and mid-sized businesses. Various communication channels bring all messages into a single place, so there is no extra app switching. The automations are workable and easy-to-set-up that actually streamlines the workflow and ticket response time. The mobile apps help to answer to tickets on-the-go so the retention rates are growing, too.

  2. Chris J

    Before the Freshdesk adoption, the team got more tickets than could handle. The response time was low, and customers didn’t look happy. Freshdesk auto-assign of tickets help to make the emails personal, while the canned responses solved the problems of customers who tend to forget their emails and passwords.

  3. Cross-Functional Architect over Mobility

    The interface of Freshdesk is easy to use, so the agents don’t stick anywhere on the dashboard. The options of ticket customization and merging, time monitoring, and API integration proved to be the most valuable for invoice generation.

  4. Software Consultant

    Freshdesk is a turnkey solution that has allowed to take advantage of an effective ticketing system easy to implement. The system was attractive due to its features that handle the cost management, help to drive innovation, improve customer relations and internal communication. But most of all helpful was the feature of customized views where tickets displayed by their priority, timeline, and overdue date.

  5. Antonio P

    The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in help desk software. It should handle all requests, set the right priority and direct them to the right agent, and Freshdesk is that very solution. It helps to make a communication inside and outside the company comfortable and advances the workflows.

  6. Katherine M

    Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any coincidence. All due to agent collision and traffic cop features. Besides, you can see the development of each ticket. Another added benefit is a knowledge base writing option. The adoption is fast, and there is no extra need for training.

  7. Maria C

    The call center integrated with Freshdesk works great – the call is turned into a ticket right away after the agent has finished a conversation. The synchronization of customer data and the ticket is seamless. It’s also worth mentioning that Freshdesk improves the inside team collaboration and communication which is vital for efficient performance.

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