Are you looking for a simple project management software that allows you to manage your teams? Today’s review is all about one such tool – Freshdesk. Freshdesk is a cloud-primarily based customer service software program and helpdesk solution by Freshworks. It is a platform with a complete set of tools and functions to assist organizations in aiding all of their customers’ needs. Companies around the arena use it to deliver excellent customer support and experience. In addition, they are capable of streamlining their approaches and offer multi-channel support. The software program also enables consumer retailers to become more efficient via automation and game mechanics.
So without further ado, let us dig right into the review.
Ease of use
Value for Money
Starting from: $18/per agent/month
Pricing Model: Subscription
Yes, has free trial
Yes, has free version
- Ticket Routing
- Scenario Automations
- Free Trial
- Integration Services
- Less Optimized Mobile app
- Complicated Interface
- Small business
- Medium business
- Large enterprises
- Cloud, SaaS, Web-Based
- Mobile - Android
- Mobile - iPhone
- Mobile - iPad
Freshdesk – customer service software
Freshdesk is a SaaS-based customer service software program for companies of all sizes. The supplier’s price proposition is that Freshdesk is priced affordably and is free all the time for any number of agents. There are four different plans to be had that include many features. The supplier says Freshdesk is straightforward to apply and takes little time to get commenced with. Further, it is configurable and customizable. For example, Freshdesk consists of a gallery of themes to pick out from and the cap potential to automate workflows and control escalations.
Also, Freshdesk uses incorporated game mechanics to approach support tickets as chances for agents to attain points. Support managers may even install quests for agents to finish particular responsibilities like filling up the knowledge base. Also, Freshdesk targets to offer its clients excellent support free of the price through email, Twitter, or phone.
What is Freshdesk?
Freshsales was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India. Intending to overcome the shortcomings of a poor customer experience due to a broken TV, Freshdesk seeks to provide tools for brands to communicate with customers and vice versa easily. Shortly after the launch, Freshdesk won the Microsoft BizSpark Startup Challenge and celebrated its 100th customer; since then, the company has grown to over 800 employees worldwide. Its platform is used by more than 80,000 companies and organizations worldwide. In addition, Freshdesk has won numerous investment rounds and recent acquisitions to strengthen its data integration ecosystem.
Freshdesk is a powerful CRM that enables your business to offer exceptional customer support. The platform helps you manage tickets via email, live chat support, and a call center and is much easier to use than competing CRMs like Zendesk. In addition, it offers several useful tools for team collaboration, including shared mailboxes and tools to automate inbound requests. The software also includes some very advanced reporting features, although there is a steep learning curve for them to use.
Freshdesk is one of the more expensive support center platforms we reviewed, so it may not suit businesses on a tight budget. However, if you can manage the costs of the software, this is one of the best CRM platforms for customer support.
How to use Freshdesk?
Freshdesk aims at solving the following problems from the businesses:
Manage chaotic email communications
Most organizations start with customer service by creating a shared inbox and sharing credentials with support team members. As the team grows, this can get pretty messy with emails buried in the inbox, agents out of context with the issues they are handling, or multiple agents accidentally responding to the same request. Freshdesk consolidates inbox and enables teams to manage customer interactions thanks to its streamlined ticketing interface easily. Agents can track who is processing which ticket and extract contextual data to ensure nothing goes through the network.
With Freshdesk’s agent collision feature, agents can easily see if someone is viewing or working on the same ticket as them. Get different answers from different people to the same problem. Since most small business support teams have no more than two support reps sharing a single email address, Freshdesk offers up to three agents forever on the Sprout plan that supports email and phone free of charge.
Cross-team collaboration on support issues
Support agents often need to discuss a ticket with other agents, share progress internally, or record updates for future references. They may also need to connect with other teams such as developers or testers via a ticket to fix bugs or analyze problems. Freshdesk allows agents to add private notes to a ticket only visible to agents logged into the support portal. People can even send these notes or comments to designated agents who notify them like the note recipient. If an agent needs a third-party opinion, for example, from an external provider, on a problem, they can forward the ticket directly from the helpdesk to the provider. Any replies from the external provider will be included as private notes in the ticket thread.
For phone calls, Freshdesk offers agents the option to redirect the call. For chat queries, agents can forward chats to the desired agent or consult with experts in a private agent chat. Dispatch runs on every new ticket and automatically classifies, prioritizes, and assigns the ticket to the correct team. Supervisors and observers, who are time- or event-controlled triggers, can configure rules for automatically sending notifications and manage escalations and ticket follow-ups.
Agents can create pre-formatted answer templates for frequently asked questions as saved answers and reuse them with a single click. In addition, users can personalize these automated messages with placeholders and unique ticket information to ensure the high quality of support that all customers expect today.
Freshdesk offers a powerful set of tools and modules to grow your customer base and drive continuous business growth sustainably. The ticketing module gives your agents the tools they need to work on the right tickets for their experience. Scenario automation, pre-packaged answers, and custom ticketing capabilities take the pain out of repetitive heavy lifting. Collaboration tools such as the ability to link related tickets, provide context-specific solutions, and more complex ticketing tools offer you a comprehensive tool to increase customer satisfaction.
With its powerful multi-channel help desk, automation tools, a suitable and integrated knowledge database as well as reporting and analytics, you drive sustainable business growth and ensure that your customers come back. These are the main advantages of Freshdesk:
Freshdesk is focused on making sure it has a wide variety of capabilities for each channel a customer service team wants to interact with users on. For example, chat forums and social media are tightly integrated into all channels, with a ticketing help desk.
Each Freshdesk account can have multiple custom mailboxes associated with it so that the support team can manage all of your support emails in one place. Freshdesk’s social media integration is great too: with support for Facebook pages, a support center to keep up with what the world is saying about a company, and a social tab that works on mobile devices, The Freshdesk support desk scores well compared to its competitors for companies that want to deal with a young customer base.
Freshdesk also has an integrated telephone system that allows users to take customer calls. This currently covers more than 30 countries and enables you to conduct call center operations without investing in a complete business telephone system. The system is convenient with the use of phones for your customer service and offers live chat solutions that allow you to have real-time conversations with customers right on your website.
The feedback widget and support portal provide an easy way for customers to report problems to the support team. In addition, the portal easily integrates with the knowledge base and forums, providing a one-stop shop for customers to seek help, find answers, or discuss product ideas with the community. It can even be optimized for search engines so customers can find what they need from anywhere.
Businesses typically opt for Freshdesk not simply because it’s straightforward to line up, learn, and use but conjointly because the internal game mechanics turn an otherwise boring and thankless client support job into a fun game for agents. In addition, staff in customer support often use gamification as a motivation tool to vie with their colleagues once finding problems reported by customers. Finally, with gamification rising as a method across the globe to spice up engagement among employees and consumers, Freshdesk’s internal game mechanics help agents engaged in their otherwise monotonous tasks and maybe a human during a packed help table market.
Extended support with integrations
Freshdesk is integrated with over 60 productivity, eCommerce, CRM, cloud storage, and collaboration systems to deliver detailed information to support teams about their customers. With most customers already using a variety of cloud-based suites, these integrations often help close business in modern organizations. Freshdesk’s tight integration with the Google product suite makes it an ideal choice. For businesses that rely on Google for Work Suite to manage their operations. Collaboration between sales and customer service teams is very easy for a significant percentage of companies that have chosen to integrate their CRM systems with Freshdesk.
International client support
Freshdesk makes it straightforward to scale support across multiple products, languages, and time zones. With multi-product support, all customer support queries will flow into the facilitate desk and then be classified and easily appointed to specific agents or teams. In addition, every product can have specific assignment rules, totally different email notifications, tailor-made SLAs, etc., related to it.
Freshdesk supports twenty-six different languages and lets each agent customize their languages individually. For example, agents may schedule work hours per their native times by setting multiple business hours for every team, shift, or location. Similarly, distinct SLA policies may be set for each product, department, or company that the service supports, with automatic increase emails to trace violations.
Increase productivity with intelligent automation
You can automate tasks to increase the productivity of your support team. The software downloads repetitive tasks. Also, the tool can give frequently asked questions a predefined answer in many cases. The dispatcher automatically assigns priority and tickets to allow the manager to focus on performance tracking. With this, you can route tickets based on the different skills of your agents and let them know about their activities. There’s also a “Supervisor” feature that checks for unsolved tickets or overdue tasks so you can follow up on them as soon as possible.
- Easy to configure and customize
Freshdesk is designed for easy configuration to accelerate user adoption. Plus, you can set up your Service Level Agreements (SLAs) to prioritize tickets and resolution time. Tickets can be categorized according to your SLA policy, saving you time and managing customer expectations. In addition, you can view the most urgent issues and the assigned response time. The customization of the SLA is an advantage if you have several products. For example, you can set operating hours for different priority levels. This lets your customers know when to expect a response. You can also customize the Support Portal with your logo and brand colors.
Now, let’s find out what pricing plans Freshdesk offers for its users. Also, you have to know that they provide a 21-day free trial with all features. Thus, the four plans are Free, Growth, Pro, Enterprise.
- Email & Social Ticketing
- Ticket Dispatch
- Knowledge Base
- Ticket Trend Report
- Datacenter Location
- Team Collaboration
- Everything in Free, plus
- Collision Detection
- Marketplace Apps
- Helpdesk Report
- SLA & Business hour
- Custom Email Server
- Custom Ticket Views
- Ticket Fields & Status
- Custom SSL
- Customer Fields
- Time sheet summary report
- Time tracking
- Everything in Growth, plus
- Custom Roles
- Custom Reports and Dashboards
- Customer Segments
- Versions in Knowledge Base
- Multiple Products (up to 5)
- Includes up to 5000 Collaborators
- Extendable API Limits
- CSAT Survey & Reports
- Multiple SLA & Business hours
- SLA Reminder & Escalation
- Multilingual Knowledge Base
- Custom Apps
- Everything in Pro, plus
- Skill-based Routing
- Audit Log
- Knowledge Base Approval Workflow
- Agent Shifts
- IP Range Restriction
- Email Bot FREDDY
- Includes 5000 bot sessions/month
- Assist Bot FREDDY
- Auto-triage FREDDY
- Article Suggester FREDDY
- Robo Assist FREDDY
- Canned Response Suggester FREDDY
- Multiple products (Unlimited)
- Social Signals
See all Features
The top alternatives that are available in the market to Freshdesk are as follows:
- Zoho Desk
- Salesforce Service Cloud
Freshdesk vs. Zendesk
Freshdesk isn’t the simplest CRM focused on helping you provide wonderful client aid. Zendesk is competing for software program systems that come up with ticketing equipment, stay chat, and contact aid. Zendesk is arguably the foremost well-known client support software system accessible today. Its options are integrated surveys to live customer satisfaction and analytics dashboards to watch your team’s performance.
We discovered Zendesk to be extraordinarily versatile. It gives extra than 1,000 apps and integrations and consists of automation capabilities at a less expensive charge factor than Freshdesk. Plus, it has an inner assist desk, an exquisite device for large corporations. The drawback to Zendesk is that it’s now no longer as user-pleasant as Freshdesk. For small corporations that need support centers up and running quickly, that would be a vital motive to pick the latter.
Freshdesk gives out-of-the-box integrations with an extensive variety of famous commercial enterprise programs, including CRM systems, invoicing tools, and eCommerce solutions. In addition, Freshdesk is tightly included with Google Apps, including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail.
These integrations allow a slew of extra capabilities, including the cap potential to agenda client calls, connect massive documents to tickets, and plenty more. Alternative integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero, and Zapier. The famous integrations include the following:
- Snap Engage
- Zoho CRM
- Microsoft Teams
- Constant Check
- Woo Themes
- RESTful API
Freshdesk Review Conclusions
Freshdesk is high-quality CRM software to help your company build a comprehensive customer service center. It supports email ticketing, live chat, and phone support and works across all channels your business operates on. In addition, Freshdesk includes automation and chatbots in its premium plans.
Despite the wealth of tools and functions that Freshdesk offers, we found the software surprisingly easy to use. It’s well organized and makes it easy to reply to tickets and chats right away. The points of friction found were advanced reporting tools so advanced that they can be difficult to master.
The only real downside to Freshdesk is its cost. Features like workflow automation are expensive, and you need an expensive omnichannel subscription if you want to add live chat or phone functionality to your support center. Zendesk offers similar features at a significantly lower price, but it’s not that easy to use. So if your company has a big enough budget, we recommend sticking with Freshdesk. Get started today!