A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents.
|Support||24/7 (Live rep) Online||Customer Type||Freelancers Large Enterprises Medium Business Small Business|
|API||Contact||San Bruno, CA / +1 (866) 832-3090|
|Deployment||SaaS/Web/Cloud Mobile - Android Mobile - iOS||Category||Help Desk Software|
For getting started
$19 per Agent per Month billed Annually
$25 per Agent per Month billed Monthly
Perfect for small teams
$35 Per Agent Per Month Billed Annually and $44 Per Agent Billed Month-to-Month
Ideal for growing teams
$49 Per Agent Per Month Billed Annually and $59 Per Agent Billed Month-to-Month
Best value for large teams
$89 Per Agent Per Month Billed Annually and $99 Per Agent Billed Month-to-Month
Made for enterprises
Disclaimer: The pricing details were last updated on 17/04/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Pros: This product saved my business but decluttering my email account with all support tickets and help me keep staff accountable for business that came in. One transitioned fully, my business cannot live without it.
Cons: Did not like having to find all of the options where they didn't seem like they would be.
Overall: Very solid product and loving the product development.
Pros: Freshdesk is no doubt the best ticketing tool out there. It has a very intuitive UI and a simple layout which is also appealing as well as easy to use.
Cons: Canned Responses are a bit troublesome. Also, sending a bulk mail is a bit tough.
Pros: At some point we had too many mailboxes and too much email to properly track customer emails so we switched to Freshdesk and now we can stay on top of everything. We don't use it as a traditional ticketing system, we run all our email through it but it works. Canned responses are useful, alerts when 2 agents are working on an email at the same time, or if a response has just been sent while you were typing really help to avoid unintended miscommunication and using automations its possible to make up for any missing out of the box features (like snoozing an email).
We use it every day. While I have some issues with it, we're basically running our business out of it so I'm pretty happy with it overall.
Cons: They recently upgraded the design which I like, but it has come with a host of little issues. My least favourite feature is adding a slash command in the WYSIWYG editor as it means that you can't type a space-slash " /" in an email any more which seems bonkers to me.
The price per agent is a bit steep. If you switch up to a higher plan to get additional features then your price per agent increases along with it making it a bit pricey for temporary staff and new hires. I think this is largely because we aren't using it as a traditional ticketing-support system.
Pros: You can apply filters to any incoming ticket, based on many factors. You can also make it scan your tickets for updates and automate further actions. You can customize categories and properties
It even has plenty of plug-ins to connect to other networks. The Slack bot is really helpful for example.
Also, their fully detailed analytics are very much welcome and useful!
Cons: There are some less intuitive filters for categorizing and logic to whether to show or not sub-categories. Might get tricky to get it working for you if you have very special needs.
Overall: It took some time to configure to our liking and customize all categories and filters, but once that was done it became a joy to work with.
Pros: I like that fresh desk allows you to use sub categories to insure your issue is forwarded to the correct team.
Cons: I don't like that it took so long to hear from the support team, this may be an individual issue, as the company I'm contracted with has more than 10,000 contractors.
Overall: Fresh desk helps offer me tips and customer support with issues using the platform.
Pros: Good customer service platform. The free versio has way enough to get started
Cons: Not much to be honest. This is a pretty robust solution
Pros: Does what it is supposed to do has nice reporting features.
Cons: I wish there were more ways to customize the forms and that there was a way for the software to scan the KB articles for metadata to include in search keywords.
Pros: When it comes to the small and medium enterprises customer support, Freshdesk is the best application I have ever used. I no longer was losing track or record of a customer's query and was even able to assign the customer and request to the respective department. Very useful mobile application. Best of all, the ticketing system and automated email responses.
Cons: The custom domain option should be offered at all plans in my opinion, even the free plan.
Overall: Overall, I can't imagine a proper customer support without Freshdesk. They really are the best. I recommend at 100%.
Pros: The ticket platform is amazingly intuitive, allowing for quick setup from the get-go.
Cons: The inability to send out bulk emails 'tickets' from one response.
Overall: Their customer service was so fast and on point. They resolved my issues in minutes via chat.
Pros: Freshdesk has completely changed the way we manage our support queries. It was extremely easy to setup and get started. We have been able to cut down our support time and not lose track of customer queries.
Being able to templatise common support queries and make it accessible across the team is quite indispensible.
Cons: They upgraded to a new user interface which looks great as that would have been the only drawback.
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