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Discover Freshdesk, a comprehensive customer support solution. Manage all your customer interactions across multiple channels from one unified platform. With secure data protection, easy scalability, and a feature-rich interface, Freshdesk simplifies support, making it easier to focus on what really matters - your customers.

Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Specifications

Time Tracking

Task Management

Reporting

Budget Management

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What Is Freshdesk Software?

Overview

Freshdesk project management platform offers a cloud-based customer service system that helps businesses deliver exceptional service across every customer touchpoint. The software offers a suite of tools, including AI-powered conversations, no-code bots, and efficient ticket management.

The software also provides a mobile app, helping customer support teams to deliver customer service on the go. It is an all-in-one tool that aims to provide businesses with everything they need to deliver excellent customer service. In this Freshdesk review, you can learn more about its features or pricing options.

What Is Freshdesk Software Best For?

An important feature of Freshdesk is its omni-channel Support. This feature allows businesses to manage customer interactions across multiple channels including email, phone, social media, live chat, and more, all from a single interface. Regardless of how a customer chooses to reach out - be it via Twitter, email, or a direct call - the support agent receives the ticket in one unified view, making it easier to manage and respond promptly.

Freshdesk Pricing

There are different options when it comes to Freshdesk price:

  • Free - $0
  • Growth - $18/agent/month
  • Pro - $59/agent/month
  • Enterprise - $95/agent/month
If you are a growing business and want to see which Freshdesk cost is the most suitable for you, feel free to contact us.

Disclaimer: The pricing is subject to change.

Freshdesk Integrations

The software integrates with different third-party applications, including Mailchimp, WooCommerce, Google Calendar, and Office 365. Other integration options offered by Freshdesk are:

How Does Freshdesk Work?

Get started with Freshdesk software using these simple steps:

  • Use your Freshdesk credentials to log in
  • Add the agents who will be using Freshdesk and assign roles (like admin, agent, or supervisor)
  • Customize your customer support portal to match your brand's look and feel
  • Set up a knowledge base here to help customers find answers to common questions
  • Create custom fields for tickets if needed to capture additional information about the support requests
  • Set up automation rules to streamline your support process
These are just the basic steps you can use when you are getting started. Watch the Freshdesk demo for a more comprehensive overview.

Who Is Freshdesk For?

Freshdesk provides powerful solutions for customer support teams in SMBs and large-scale enterprises. It is mainly used by administrators, agents, and support managers who handle customer inquiries, manage tickets, and provide resolutions to customer issues.

Freshdesk helps the following industries:

  • IT Services
  • E-commerce
  • Hospitality
  • Healthcare
  • Finance
  • Telecommunication

Is Freshdesk Right For You?

Freshdesk might be the answer to all of your customer support service requirements, offering ticket management, self-service portals, and collaboration tools. It is used across reputable businesses, such as Pearson, Sonata, Bridgestone, and OrderIn.

Freshdesk offers secure, encrypted servers to protect your data. It takes matters of data security very seriously, being hosted on the highly reliable Amazon AWS servers. Moreover, Freshdesk provides options to restrict access to your support portal using IP addresses and has strict password policies.

At the same time, it is designed to scale with your business, allowing you to scale your customer support effortlessly across multiple products, regions, languages. The case of Freshdesk scaling from zero to 150,000 customers showcases their capability to handle large-scale operations.

If you would like more information before you sign up, contact us at (661) 384-7070.

Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Features

Freshdesk's ticketing feature enables users to manage support tickets efficiently. It allows users to prioritize, categorize, and assign tickets to ensure that no issue goes unnoticed. The system also prevents multiple agents from working on the same ticket unintentionally by tracking all incoming support tickets from various channels in a single inbox.

how it worksSee How It Works

With Freshdesk, users can collaborate with experts both within and outside their organization to resolve complex issues faster. It allows sharing ownership of tickets with other teams without losing visibility into progress. Additionally, it enables linking of related tickets together to keep track of widespread issues and deliver consistent responses.

how it worksSee How It Works

It offers omnichannel support by unifying and managing all support-related communications from multiple channels on a single platform. This feature converts support emails into trackable tickets, sets up a fully functional call center. As a result, it provides engagement, support, and customer retention through live chat and integration with social media platforms.

how it worksSee How It Works

Freshdesk's automation feature simplifies repetitive helpdesk tasks. It automatically assigns tickets to agents and groups based on keywords, requester, or properties. It also executes maintenance activities on tickets based on time triggers or event triggers and notifies customers and agents automatically about changes happening in their tickets.

how it worksSee How It Works

The software also enhances the customer experience by providing self-service options. It includes a knowledge base and forums that deliver instant and precise answers to customer questions. Agents can also convert their ticket replies into knowledge-based articles, providing a valuable resource for future inquiries.

how it worksSee How It Works

Users can monitor and improve helpdesk performance with its robust reporting and analytics features. They can also gauge how customers feel about support using customer satisfaction reports, monitor helpdesk performance using real-time data. about tickets, trends, and groups.

how it worksSee How It Works

Pros and Cons of Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support

Pros

  • Helps you automate routine tasks
  • Very user-friendly interface
  • The support team resolve issues on time
  • Automates workflows with FREDDY AI

Cons

  • Reporting features could be more flexible
  • Slow response times, according to some Freshdesk reviews

Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Pricing

Free

Free Agents

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What's Included

  • Integrated ticketing across email and social media

  • Ticket dispatch

  • Knowledge base

  • Ticket trend report

  • Out-of-the-box analytics and reporting

  • Choose your data center location

  • Team collaboration

  • 24x7 email support

Growth

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What's Included

  • Everything in Free and:

  • Automation

  • 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

Pro

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What's Included

  • Everything in Growth and:

  • Multiple products

  • Includes up to 5000 Collaborators

  • Round-robin routing

  • Custom Roles

  • Custom objects

  • Custom Reports and Dashboards

  • CSAT surveys & reports

  • Multiple SLA policies & business hours

  • SLA reminder & escalation

Enterprise

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What's Included

  • Everything in Pro and:

  • Unlimited products

  • Sandbox

  • Easily manage agent shifts across time zones

  • Audit log

  • Skill-based routing

  • Knowledge base approval workflow

  • Assist bot FREDDY

  • Email bot FREDDY

  • Auto-triage FREDDY

Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Reviews

Overall Rating

4.4

13 Review(s)

Rating Distribution

5

star

(6)

4

star

(6)

3

star

(1)

2

star

1

star

March 2023

Implementing Freshdesk for Customer Support

Deependra

Research

Ease of use

8

Value for money

9

Customer Support

10

Functionality

9

Pros

Freshdesk has greatly enhanced our customer support processes enabling us to manage support requests more effectively. The platform's userfriendly interface has reduced response times and improved overall customer satisfaction. With its wide range of features such as automation ticket management and reporting Freshdesk allows us to streamline our support procedures. The platform's flexibility in integrating with various technologies including CRM platforms and social media sites makes it a suitable choice for businesses of all sizes.

Cons

While Freshdesk excels as a customer support tool it does have a few drawbacks. Firstly the cost may be a concern especially for larger companies dealing with a high volume of customer service inquiries. Secondly some users may find the software's workflow and user interface to be too basic lacking some of the advanced features found in other customer support systems. As Freshdesk is a cloudbased application data security and privacy can be a potential issue particularly for companies operating in regulated industries or handling sensitive client data.

March 2023

A Complete Customer Service Solution

El?na

Cosmetics

Ease of use

9

Value for money

9

Customer Support

10

Functionality

8

Pros

Freshdesk has proven to be an invaluable tool for efficiently managing customer service requests. Its comprehensive feature set including multichannel support automation and reporting has greatly enhanced our customer service operations. Freshdesk's flexibility allows us to customize the platform to meet our specific needs ensuring a tailored solution for our company.

Cons

While Freshdesk performs admirably in most aspects there are a couple of areas where it can be improved. At times the software can be a bit slow which can affect productivity. Additionally better integration capabilities with other programs would be beneficial for seamless workflow and data sharing.

March 2023

Quite powerful CRM for Email Management but still Improving

Haseeb

Transportation/Trucking/Railroad

Ease of use

10

Value for money

10

Customer Support

8

Functionality

9

Pros

Freshdesk has proven to be a powerful CRM solution for managing email interactions. The system's rules and functionalities make it a robust tool for effective email management. It offers ease of use for basic actions and the ability to set rules that enhance its overall functionality. With Freshdesk our company can efficiently handle distribution lists with high email volumes and effectively balance the workload among our departments. The software also maintains a comprehensive record of all email correspondence including the actions taken and the responsible users or rules.

Cons

While Freshdesk is generally a good system there is room for improvement. It can become slightly complicated when multiple departments within our organization use Freshdesk together. For instance when another department is added to a ticket it doesn't create a new ticket for that department automatically. Instead we have to flip the ticket or go through parentchild ticketing which can be confusing for users who are not technologically savvy. This aspect could be made more intuitive and userfriendly to enhance the overall experience.

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Frequently Asked Questions

Yes, Freshdesk offers an API to its users.