Freshdesk is a cloud-based customer support platform

 

Price: Starts at $15/mo/agent | Visit Site

 
Freshdesk is a cloud-based customer support platform that was founded with the mission of enabling companies of all sizes to provide great customer service.

Their goal is simple: make it easy for brands to talk to their customers and make it easy for users to get in touch with businesses.

 

Who is Product for?

Suited for any small or midsize business that requires a fully functional help or support department without the associated costs.

This customer service solution is also suited to startups and freelancers, providing a free plan that includes up to 3 agents.

 

Freshdesk at a glance 

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Key Features

  • Ticket Management
    – Email ticketing
    – Reusable replies with canned responses
    – Automatic solution suggestion
    – Automatic email notifications
    – Custom ticket views
    – Add tags to tickets, solutions and contacts
    – Merge tickets
    – Add public and private notes to tickets
    – Add watchers to a ticket
    – Assume identity of other agents
    – Export tickets
    – Time tracking
    – Integrated customer satisfaction surveys
    – Agent collision detection
  • Multi-Channel Support
    – Freshdesk’s Integrated phone channel
    – Multiple incoming and outgoing mailboxes
    – Add unlimited Twitter accounts
    – Add unlimited Facebook pages
    – Freshdesk’s Integrated Live Chat
    – Facebook in-sync app
  • Helpdesk Automation
    – Automatic ticket assignment using Dispatch’r
    – Time-triggered automations using Supervisor
    – Event-triggered workflow automations with the Observer
    – Multi-task workflows with one-touch Scenario automations
    – Email commands
    – Automatic ticket assignment within group (Round robin)
  • SLA Management
    – Business rules management through SLAs
    – Escalation email for SLA violation
    – Multiple business hours
    – Multiple SLA policies
    – Product, group and company level SLAs
    – KNOWLEDGE-BASE
    – Email to knowledge-base
    – Ability to edit meta title, description and keywords
    – Suggested solutions
    – COMMUNITY FORUMS
  • Mobile Customer Support
    – Freshdesk for iOS
    – Freshdesk for Android
    – Mobile optimized HTML5 app
    – MobiHelp
  • Multi-Language & Multiple Time-Zones
    – Multiple customer portal Languages
    – Multiple agent portal languages
    – Dynamic email notifications
    – Multiple time-zones
    – Multi-product
    – Product level knowledge-base and community forums
  • Ticket Forms
    – Customizable ticket forms
    – Dependent fields in ticket forms
    – Customizable popup and embedded Feedback widget
    – Integrated game mechanics
  • Reports
    – Exporting reports
    – Basic reporting
    – Advanced reporting
    – Enterprise reporting
  • Customizations
    – Access to FreshPlugs gallery
    – Public customer portal customization
    – Custom domain mapping
    – Full CSS customization
    – Customizable agent roles
    – Complete layout customization
    – Access to Fresh Themes gallery
  • Security
    – Single Sign On
    – Single Sign On with SAML
    – Custom SSL certificates (one free)
    – IP Whitelisting
    – Custom Email Servers
  • Integrations
    – CRM apps
    – Email marketing
    – Satisfaction surveys
    – Time tracking and invoicing tools
    And other 30+ applications

 

Benefits

  • Intuitive – Freshdesk is refreshingly easy to use, and takes very little time to get started with – if you need something it’s right there where you need it.
  • Integrated game mechanics – Turn every ticket into a chance for agents to score points. Support managers can even set up quests for agents to complete specific tasks like filling up the knowledge base, etc.
  • Affordable pricing – Freshdesk is free forever for three agents. Four other affordable plans for you to choose from as you grow.
  • Configurable and customizable- A gallery of themes to choose from to make your customers feel at home, and the ability to automate workflows and manage escalations
  • Great support – If you ever have a problem, you can write to them, send them a tweet or just call them.

 

Starting at:

Freshdesk is priced per support agent per month, and has 4 different plans.
Sprout – $15 per agent per month (first 3 agents free).
Blossom – $19/agent/mo
Garden – $35/agent/mo
Estate – $49/agent/mo
Forest – $89/agent/mo

 

Pricing model

Freemium and Subscription

 

Free trial

No free trial offered