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Freshdesk

by : Freshworks

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Freshdesk

by : Freshworks

Starting Price ₹1651/month Inclusive of all taxes
View plans View Feature Get Discount

Brand: Freshworks

Type: Software

Operating System: Windows, iOS, Android

Free Trial Available: No

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Freshdesk Software Overview

What is Freshdesk?

Freshdesk is a customer management software that helps establish a healthy customer-business relationship. This helpdesk software helps businesses manage customer conversations from a single platform and control auto-responses to common queries. This software is important to save time and collaborate better with others to resolve issues jointly. 

With this software, users can prioritize tickets according to their level of importance and assign them to a suitable team. Customers, thereby, can easily keep track of their raised tickets. The software can be used to create workflows efficiently by sharing tickets with various teams without having to compromise on users’ ability to access them.

Unique Features of Freshdesk

Here is a quick rundown of features provided by Freshdesk: 

  1. Freshdesk, being a customer service-oriented software, looks for the ultimate satisfaction of customers. As most chat contexts tend to get lost in chat tools, tracking the relevant information can be a little difficult at times.
  2. With this software, users can find the relevant information quickly within the ticket itself, making it easy for the internal teams to work collaboratively within the helpdesk. 
  3. Users can avoid reassigning tickets by sharing ownership with the agents involved. Your customers will get their tickets routed to the most appropriate agent. Multilingual capabilities and flexible business hours help cater to a wider customer base.

Pricing of Freshdesk

There are 4 different plans for Freshdesk, including:

  1. Blossom: This plan comes at a price of Rs. 1399/- per month. It is suitable for small teams.
  2. Garden: It comes at a price of Rs. 2599/- per month. It is ideal for growing teams.
  3. Estate: The Estate plan comes at a cost of Rs. 4699/- per month. It is preferred by large teams. 
  4. Forest: The Forest plan comes for Rs. 8999/- per month. It is exclusively designed for enterprises.

Benefits of Freshdesk:

Freshdesk is very beneficial for businesses, here are a few listed below for better comprehension of the software: 

  1. Freshdesk ticketing systems streamlines all the customer interaction on one platform for easy monitoring and supervision. 
  2. Organizations can automate all the basic and repetitive tasks like data entry and updating tickets among many others.
  3. Freshdesk enables the company to retain its brand identity by adding logos and customizing the software to resemble the organization's aesthetics. 

What Customizable Options does Freshdesk Provide?

This customer support software helps users streamline the support channels from just one place, letting customers interact with them over the phone, chat, etc. As the software allows conversation within tickets to find relevant information without any hassle, users can invite collaboration with agents or external business partners to discuss and solve issues. Automation allows repetitive tasks to be eliminated and focuses on the critical tickets that require urgent attention. Customers need not wait long as there are plenty of FAQs on the site that will help them immensely. Additionally, users can monitor their teams and make data-driven decisions to ensure the highest level of customer satisfaction.

Freshdesk Features

  • Ticket Management Users can prioritize, categorize and assign tickets based on their importance so that they do not lose track of them
  • Collaboration When a customer raises a ticket, the team members can handle it jointly by forming a team to meet the requirements efficiently.
  • Multichannel Support This feature lets users manage support-oriented communication from multiple channels on a single platform. 
  • Feedback & Automation Intelligent ticket assignment, time-triggered automation and automatic mail notifications enhance the team’s productivity by
  • Self Service Portal The portal is inbuilt with some readymade solutions that can help customers solve their issues. Customers can get a self-service
  • Helpdesk Report It lets users identify their problems and plan according to metrics. They can manage the tickets in real-time in the dashboard
  • Customization  Freshdesk allows managing your workflow, portal, and agent roles, thereby making the portal absolutely customizable.
  • Process Automations
  • Collision Detection
  • SLA Management
  • Time Tracking
  • CSAT Surveys
  • Performance Reports
  • Multilingual
  • Custom roles
  • Custom Reports & Dashboards
  • Customer Segments
  • Sandbox
  • Audit Logs
  • Agent Shifts
  • Agent Scripts
  • Email Bot
  • Auto-Triage
  • Email, social, chat, phone channels
  • Omnichannel
  • Roles & Permissions
  • IP Whitelisting
  • Business Hours
  • Round-robin Routing
  • Portal Rebrand
  • Multiple Products
  • Dynamic Ticket Forms
  • HIPAA Compliance
  • Abandoned call metrics
  • Co-Browsing
  • Speech Enabled

Freshdesk Plans & Pricing

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Freshdesk Gallery

Freshdesk Omnichannel Demo
Ticket Management
Collaboration
Multichannel Support
Feedback & Automation
Self Service Portal

Freshdesk Specifications

  • Supported Platforms :
  • Device:
  • Deployment :
  • Suitable For :
  • Business Specific:
  • Language:
  • Windows iOS Android
  • DesktopMobileTabletiPad
  • Web-Based
  • All Industries
  • All Businesses
  • English

Freshdesk Reviews

73%

Have recommended this product

Overall Score
4.2/5
Based on 4 Reviews
Features 3/5
Value for Money 4.3/5
Ease of Use 4.2/5
Customer Support 3.8/5
We love to hear from our buyers!

If you have used the solution already, why not share your thoughts and help others make the right purchase.

SG

sandeep gothi

User

Overall
5/5
Features
4/5
Value for Money
4.5/5
Ease of use
4.2/5
Customer Support
4.4/5

“consultation given”

Pros :

Cons :

Posted - Aug 14, 2018

RG

Ravikanth Gyara

User

Overall
3/5
Features
0/5
Value for Money
4/5
Ease of use
4/5
Customer Support
4/5

“great information provider”

Pros :

Cons :

Posted - Aug 7, 2018

B

Bhagyashree

User

Overall
5/5
Features
5/5
Value for Money
5/5
Ease of use
5/5
Customer Support
4/5

“”

Pros :

Cons :

Posted - Aug 23, 2018

Compare Freshdesk With other Help Desk Software

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Freshdesk FAQ

Q. Is my data safe with Freshdesk? arrow

A. Yes, all the personal data is protected biometric locks and is under 24-hour surveillance. The data centers are EU safe harbor compliant. In addition to all these, Freshdesk has planned to include SSL encryption.

Q. What is the deployment type for Freshdesk? arrow

A. Freshdesk utilizes cloud-based storage deployment.

Q. Is this software available for mobile phones? arrow

A. Freshdesk customer service software is available as mobile application for both iPhone and Android platforms.

Q. What are the system requirements for Freshdesk? arrow

A. Here are the system requirements for Freshdesk: 1. Operating System: Windows 7.0 or higher, OSX Mavericks or higher 2. Browser: Latest version of Chromium, Firefox, Safari, Edge (anyone can work)

Q. Can I get a demo of this software? arrow

A. Techjockey provides demo for Freshdesk. To avail the demo, please request a call, and our sales team will connect with you as soon as possible.

Q. What is the Help Widget in Freshdesk? arrow

A. The Help Widget in Freshdesk allows users to embed answers, address issues and queries, and collect feedback, thus solving all doubts before they turn into problems.

Q. How does the Helpdesk Analytics of Freshdesk Work? arrow

A. With the help of Freshdesk’s Analytics, users can capture and monitor their customer support data seamlessly. Its one-click insights even provide a complete overview of the performance of teams.

Q. What do the 4 statuses of ticket mean in Freshdesk? arrow

A. Every new ticket that is created in the helpdesk is labelled as “Open”. “Pending” tickets are the ones whose progress is awaited and is put on hold. A “Resolved” ticket is the one that has been resolved by the team and is marked “Closed” when the customer acknowledges it.

Q. How do I set up the Knowledge Base in Freshdesk? arrow

A. Go to Solutions Tab > ‘New Article’ button. Use the drop-down as part of the ‘New Article’ button to create a new folder. This allows users to set up and categorize the Knowledge Base for easy access.

Q. How to create a parent and child ticket in Freshdesk? arrow

A. You can open a ticket > Click on ‘Add Child’ > Choose between ‘Using a template’ and ‘New Child Ticket’. The original ticket becomes the parent ticket and the newly created one becomes a child ticket.

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