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Freshdesk

Redefining your customer support

(2,899 Ratings) Write Review

What is Freshdesk and how does it work? 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.

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Freshdesk Awards

Freshdesk Features Show All Features

Help Desk Features

Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don't have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn't fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data. Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.
Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages. Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.
Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it's saved as a digital file.

Freshdesk Technical details

Support	24/7 (Live rep) Online	Customer Type	Freelancers Large Enterprises Medium Business Small Business
API		Location / Phone Number	San Bruno, California / +1 (866) 832-3090
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS	Official Website	https://www.freshworks.com/freshdesk/
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS	Category	Help Desk Software

Freshdesk Pricing

Pricing ModelFree Trial , Freemium , Subscription

MONTHLY YEARLY

Free

Get going for free

Features

Integrated ticketing across email and social
Ticket Dispatch
Knowledge Base
Ticket Trend Report
Out-of-the-box analytics and reporting
Choose your data center location
Team collaboration
24x7 email support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

Email bot
Chatbots
Voicebot consume bot sessions

Growth

$15 /User/Month Billed Yearly

Intuitive, industry-leading support for growing businesses

Features

Includes features of Free plan, plus
Automations
Collision Detection
1000+ marketplace apps
In-depth helpdesk report
SLA management & business hours
Custom Email Server
Custom Ticket Views
Custom ticket fields & status
Custom SSL
Easily track time spent by agents on tickets
24x5 phone support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

Email bot
Chatbots
Voicebot consume bot sessions

2. Field Service Management : $15 per Field Employee per Month

Scheduling Dashboard
Time Tracking
Map View
Offline Availability
iOS and Android Apps
Analytics

Pro

$49 /User/Month Billed Yearly

Advanced automation for high performance

Features

Includes features of Growth plan, plus
Multiple products
Includes up to 5000 Collaborators
Round-robin routing
Custom Roles
Custom objects
Custom Reports and Dashboards
Segment customers for personalized support
Customer journey
Canned forms
Manage versions in knowledge base
Community forums
Extendable API Limits
CSAT surveys & reports
Multiple SLA policies & business hours
SLA reminder & escalation
Multilingual knowledge base
Custom apps
Average handling Time (AHT)
Custom Metrics
Report Sharing
Includes features of Add-ons

Enterprise

$79 /User/Month Billed Yearly

Fully featured with bots for enterprise-level support

Features

Includes features of Pro plan, plus
Unlimited products
Sandbox
Easily manage agent shifts across time zones
Assist bot
Email bot
Audit log (Freddy)
Skill-based routing
Knowledge base approval workflow (Freddy)
Flexible knowledge base hierarchy (Freddy)
IP range restriction (Freddy)
Auto-triage (Freddy)
Article suggester
Canned response suggester
AI-powered social signals
Custom Metrics
Report Sharing
Includes features of Add-ons

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Disclaimer: The pricing details were last updated on 10/02/2023 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Freshdesk pricing.

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Freshdesk Reviews

OVERALL RATING 3.8 Based on 2,899 Rating(s)

Rating Distribution

Excellent 63.1 %
Very Good 29.3 %
Average 3.9 %
Poor 1.2 %
Terrible 2.5 %

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Videos on Freshdesk

Intro to Freshdesk

How to set up Feedback Widget in Freshdesk Mint

Multilingual knowledge base setup | Freshdesk

Field Service Management demo | Freshdesk

Freshdesk Omnichannel Analytics

Freshdesk Screenshots

Tickets

Freshdesk FAQs

Q. What is Freshdesk used for?

Freshdesk is Help Desk Software. Freshdesk offers the following functionalities:

Incident Management
Social Media Integration
Multi-Channel Communication
Macros (Templated Responses)
Customizable Branding
Ticket Management
Surveys & Feedback
Known Issue Management
Knowledge Base
Contract (SLA Management)
Community Forums
Automated Routing
Alerts (Escalation)
Self Service Portal
Live Chat

Learn more about Freshdesk features.

Q. What are the top alternatives for Freshdesk?

Here`s a list of the best alternatives for Freshdesk:

Q. Does Freshdesk provide API?

Yes, Freshdesk provides API.

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