Freshdesk is an award-winning cloud-hosted help desk solution equipped with best-in-class features for delivering quality customer support. It won our Expert’s Choice Awardupreme Software Award and is currently one of the best solutions in our help desk software category. Freshdesk also offers a great free trial plan that allows you to test all key features of the service. You can easily get Freshdesk free trial here.

The software is designed to meet the demands of both small businesses and large companies. With it, users can broaden their reach through launch multi-channel support, streamline operations using automation tools, increase productivity through gamification, as well as reinforce customer support efforts using self-service portals.

With Freshdesk, you can realize your vision of operational efficiency for your agents. It includes a quality ticketing module that lets you convert every transaction into a ticket. Its integrated multi-channel support ensures that you no longer have to overwhelm yourself with so many tools to navigate.

It is certainly designed for maximum collaboration, thanks to its tools for streamlining ticket delivery and management and a feature that lets you tag tickets according to properties and requirements. Its Service Level Agreement management module facilitates effective delegation of tickets by setting up rules and requirement. Freshdesk is also packed with collaboration tools that help internal teams find context in issues and solve it. It offers a way for users to collaborate on a ticket and even split these into smaller tickets.

Moreover, Customer frustration is avoided through instant notifications and ticket updates. Urgent events can be immediately tagged and sent out to prevent customer attrition.

The solution also gives you access to qualitative insights in a snap. Quickly view these data on the reports page, and identify pertinent issues relating to customer frustration, ticket closing, response time, and other bottlenecks. Insights including average first response time, pending tickets, tickets reopened, and first contact resolution is swiftly provided. Its reports page also features a helpdesk that lets you find relevant reports of your interest using keywords of choice.

Freshdesk also features a multi-channel helpdesk, a powerful, integrated knowledge base, and tools for customization, advanced automation, and community platforms. Furthermore, the solution gives you the flexibility to link forum questions to a ticket and vice-versa, allowing you to create a more streamlined set of answers and replies.

Freshdesk has integrated live chat, phone support, and game mechanics. It also works with legacy productivity tools and your CRM when you need to pull out customer information. Likewise, it works with popular help desk and multimedia apps, such as Google Apps, YouTube, Slideshare and other widgets that can spice up your knowledge base.

Freshdesk has apps for Android and iOS so you can take your help desk anywhere you go.

A detailed review of Freshdesk prepared by our experts is also available with a thorough analysis of Freshdesk capabilities and features.

Freshdesk offers a powerful suite of tools and modules to sustainably grow your customer base and drive in continuous business growth. Its ticketing module gives your agents the tools they need so they can work on the tickets appropriate to their expertise. Scenario automations, canned responses, and custom ticketing features solve the strenuous pains of grunt and repetitive work. Collaboration tools such as the ability to link related tickets, context-specific solutions delivery, and more complex tools for ticketing give you an all-around tool for driving customer happiness.

With its powerful multi-channel helpdesk, automation tools, a suitable and integrated knowledge base, as well as reporting and analytics, you drive in sustainable business growth and make your customers keep coming back for more. Here are the main Freshdesk benefits:

Multi-channel features

Freshdesk is focused on making sure it offers a broad set of features for every channel a customer support team wants to engage with users in. Freshdesk comes with excellent support for traditional channels such as email and phone as well as modern channels like chat, forums and social media, with a ticketing helpdesk that is tightly integrated with all these channels.

Each Freshdesk account can have multiple custom mailboxes associated with it, allowing the support team to manage all their support emails in one place. Freshdesk’s social media integration is top-notch as well: with support for Facebook pages, an in-sync Facebook support center, streams to keep an eye on what the world is talking about a company, and a social tab that works on mobile, Freshdesk’s support desk compares well with its competitors for businesses that want to deal with a young customer base.

Freshdesk also has a phone system built into the system where users can accommodate calls from clients. Currently covering over 30 countries, this will allow you to perform call center operations without having to invest in a full-fledged business phone system. If you aren’t as comfortable with using phones for your customer support efforts, the system also has live chat solutions where you can facilitate real-time conversations with customers right on your website.

The feedback widget and support portal are simple ways for customers to easily raise issues with the support team. The portal is readily integrated with the knowledge base and forums, making it a one-stop destination for customers to reach out for help, find answers, or discuss ideas about the product with the community. It can even be optimized for search engines so that customers can find what they need from anywhere

Gamification

Businesses often choose Freshdesk not just because it is easy to set up, learn, and use, but also because the internal game mechanics turn an otherwise boring and thankless customer support job into a fun game for agents. Employees in customer support often use gamification as a motivation tool to compete with their own colleagues when solving issues reported by customers. With gamification emerging as a strategy across the world to boost engagement among employees and consumers, Freshdesk’s internal game mechanics helps agents engaged in their otherwise monotonous tasks, and is a differentiator in a crowded help desk market.

Global customer support

Freshdesk makes it easy to scale support across multiple products, languages, and timezones.

With multi-product support, all customer support queries can flow into the same helpdesk and get categorized and assigned to specific agents or teams, with ease. Each product can have specific assignment rules, different email notifications, customized SLAs, etc. associated with it in addition to having its own support portal with a dedicated knowledge base and community forum.

Freshdesk comes with support for 26 different languages out of the box, and lets each agent customize their languages individually. Agents can also schedule work hours according to their local times by setting multiple business hours for each team, shift, or location. Similarly, distinct SLA policies can be set for every product, department, or company that the helpdesk supports, with automatic escalation emails to track violations

High customizability

Businesses can choose to set up the support portal to suit their brand by adding logos, bringing in colors, and even rewriting the HTML in the portal pages to correlate with the look and feel of the company’s website, with minimum effort and very little time expended. Freshdesk works for any kind of company – startups, small and medium businesses, and also enterprises

Extended support with integrations

Freshdesk is integrated with 60+ productivity, eCommerce, CRM, cloud storage, and collaboration systems to empower support teams with rich information about their customers. With a majority of its customers using a variety of cloud-based suites already, these integrations often help clinch deals in modern organizations. Freshdesk’s tight integration with Google’s suite of products makes it the ideal choice for businesses that rely on Google for work suite to run their operations. Collaboration between sales and customer support teams is a lot easier for a significant percentage of businesses who have chosen to integrate their CRM systems with Freshdesk.

Manage Customer Queries Efficiently

Freshdesk offers multiple support channels such as phone and email, as well as social media, chats, and forum. With this, you can manage all queries in a single dashboard and even queue them based on its urgency, service level agreements, or other metrics of your preference. On top of that, Freshdesk also has the capacity to support self-service options such as knowledge bases and forums so that customers can help themselves to the information that they need.

Simplified Ticketing Management

As mentioned previously, Freshdesk has a ticket management system that can be configured to your unique operational processes. Like in other platforms, this feature allows users to monitor the number of service requests or inquiries that they need to handle and make sure they don’t overlook anything. What sets this software apart is that it is completely scalable and configurable. This way, they can label, queue, and route tickets according to their workflow. Moreover, their ticketing system offers built-in collaboration tools such as agent collision detection to avoid duplicate responses to a single ticket.

Boost Productivity with Intelligent Automation

You can automate tasks to boost your support team’s productivity. The software offloads repetitive tasks. In many cases, FAQs can be answered with a canned response. The Dispatch’r automatically prioritizes and assigns tickets to allow the manager to focus on tracking performance. Using this, you can route tickets according to the different skills of your agents as well as make notify them about their tasks.  There is also a “Supervisor” feature that audits unresolved tickets or overdue tasks so that you can follow up on them as soon as possible.

Easy to Set Up and Customize

Freshdesk is designed for easy setup in order to accelerate user adoption. Plus, you can set up your service level agreements (SLAs) to define ticket priorities and resolution time. The tickets can be categorized based on your SLA policy which helps you save time and manage customer expectations. You can view the most urgent issues and their allotted response time. SLA customization is a boon if you have multiple products. You can set the operational 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.

Freshdesk Pricing Plans: