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Freshdesk
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Freshdesk

Overview
Synopsis

Freshdesk’s shared inbox enables your team to collaborate and resolve issues without getting in each other’s way. Every request sent to your support email becomes a ticket in your helpdesk. You can easily categorize and prioritize tickets and assign them to the right people in your team.

Category

Help Desk Software

Features

• Powerful Ticketing
• Multichannel Support
• Productivity & Engagement
• Self-Service Portal
• Global Customer Support
• Secure Helpdesk
• Reporting and Analytics
• Apps

License

Proprietary

Price

Billed Monthly
• Sprout – Free (3agents, 100 assets)
• Blossom - $25/agent/month
• Garden - $44/agent/month
• Estate - $59/agent/month
• Forest- $99/agent/month

Billed Yearly
• Sprout – Free (3agents, 100 assets)
• Blossom - $19/agent/month
• Garden - $35/agent/month
• Estate - $49/agent/month
• Forest- $89/agent/month

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)

Try Free Trial

Available

Website
Company

Freshdesk

What is best?

• Powerful Ticketing
• Multichannel Support
• Productivity & Engagement
• Self-Service Portal
• Global Customer Support
• Secure Helpdesk

What are the benefits?

•Collaborate with your team using Freshdesk’s shared inbox and resolve issues smoothly
•Set, manage, and meet customer expectations by setting up service level agreements (SLAs) for support
•Manage multiple support email address in a single place
•Integrate your phone with Freshdesk instantly and take support calls from your browser and mobile

PAT Rating™ ( Beta)
Editor Rating
Aggregated User Rating
Rate Here
Ease of use
9.1
9.0
Features & Functionality
9.0
8.9
Advanced Features
9.1
8.5
Integration
9.0
8.6
Performance
9.2
8.4
Customer Support
9.2
9.1
Implementation
9.0
Renew & Recommend
9.0
Bottom Line

Freshdesk is a support suite that has collaborative-focused features that allow support team members to work together more efficiently and effectively.

9.1
Editor Rating
8.8
Aggregated User Rating
3 ratings
You have rated this

Freshdesk is a support suite that has collaborative-focused features like consolidated correspondence, team huddle, and team inbox. Ticket Information, properties and correspondence from multiple channels is visible in just one screen laid out in a simple, intuitive interface. The Team Inbox gives a view of the ticketing queue along with information on who is assigned to the ticket, ticket topic and priority level. Service level agreements per priority can be customized is automatically applied by Freshdesk to received tickets. Freshdesk also has a mobile app for Android and Iphone allowing the support team to respond to tickets anywhere. Freshdesk supports resolution and response efficiency through: canned responses, bulk actions, keyboard shortcuts, ticket merging, pre-defined scenario automations, and suggested solutions. The team performance is summarized and made visible through its dashboards and performance reports. It also reflects trending topics, ticket types, and sources. Data can then be used to assess capacity and align scheduling and staffing accordingly, apart from performance management.

Freshdesk keeps information secure through SSL encrypted servers with 99.9% availability while also providing a custom SSL certificate that is automatically activated for the company’s default URL. It also supports IP whitelisting for corporate offices. It can be integrated with single-sign-on options for existing company credentials .

Freshdesk Features

  • Ticketing
  • Collaboration
  • Multichannel Helpdesk
  • Automations
  • Self Service
  • Reporting & Analytics
  • Customizations

Freshdesk Pricing

SPROUT For getting started

FREE
for UNLIMITED agents
  • Email Channel, Freshcaller Integration, Basic Social Channel, Freshchat Integration, Knowledge Base, Contextual Team Collaboration

BLOSSOM Perfect for small teams

$ 19
/agent/month billed yearly
  • Advanced Social Channel, Session Replay, Satisfaction Surveys, Custom Domain Mapping, Time Tracking

GARDEN Ideal for growing teams

$ 35
/agent/month billed yearly
  • Multilingual Helpdesk, Ticket Templates, Community Forums, Scheduled Reports, CSS Customization

ESTATE Best value for large teams

$ 49
/agent/month billed yearly
  • Multiple Products, Agent Collision, Shared Ownership, Enterprise Reports, Custom Agent Roles

FOREST Made for enterprises

$ 89
/agent/month billed yearly
  • IP Whitelisting, Custom Email Servers, Data Center Choices, Skill based ticket assignment
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Ease of use
Features & Functionality
Advanced Features
Integration
Performance
Customer Support
Implementation
Renew & Recommend

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