About Freshdesk

Freshdesk is a productivity software. It's a customer support software that helps businesses manage customer conversation from a single platform, create auto-responses to common queries and collaborate better with other teams to resolve issues together. With Freshdesk, companies can prioritize, categorize and assign query tickets easily, to never lose track of them. Freshdesk can be used to create clear and efficient workflows by sharing tickets with different teams without compromising on your access to them.

Specification

Deployment

  • Web

    web-based

Operating system

  • W

    Windows

Best suitable for

Size :

1-10

11-15

16-200

201-500

501-1000

1001-5000

5000+

Organization type :

SMEs

Mid Market

Enterprise

Govt

PSUs

Startups

Agencies

Industries :

  • All Industries

About Freshworks

Business software is clunky, expensive, hard to setup and frustrating to use. Countless hours are wasted trying to customize these solutions and they often require expensive professional services to get everything to work. In the end, the solution becomes so complex that businesses need to hire full-time employees to babysit the software. Freshworks believe your business deserves better software - software that’s ready to go, easy to setup and use, and requires minimal customization. All of Freshworks products live up to this promise and are backed by their world-class support. And the best part is, you don’t have to break the bank to get them working. Today, over 150,000 companies trust Freshworks software to run their business.
view more products by Freshworks

Features

  • Team Inbox-Track and manage incoming support tickets from multiple channels with one inbox.
  • SLA Management-Set deadlines for ticket response and resolution based on different business hours or categories.
  • Agent Collision Detection-Ensure that multiple agents don’t wind up working on the same ticket by accident.
  • Custom Ticket Status-Create custom statuses that suit your workflow to identify what stage a ticket is in.
  • Scenario Automation-Perform multiple actions on a ticket with a single click by automating repeated actions.
  • Canned Responses-Provide quick, consistent responses to common questions by creating pre-formatted replies.
  • Team Huddle-Discuss specific parts of tickets with experts from across your company to figure out the best solutions.
  • Shared Ownership-Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
  • Linked Tickets-Link related tickets together to keep track of widespread issues and deliver consistent responses.
  • Parent-child Ticketing-Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.
  • Email-Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.
  • Phone-Set up a fully functional call center and record and track calls by converting them into tickets.
  • Ticket dispatch-Automatically assign tickets to agents and groups based on keywords, requester or properties.
  • Intelligent ticket assignment-Assign tickets to agents based on their current workload, skill or using the round robin method.
  • Time-triggered automation-Execute maintenance activities on tickets based on the time lapsed since an event happened.
  • Event-triggered automation-Implement one or more actions on specific tickets as soon as an event happens.
  • Automatic email notification-Notify customers and agents automatically about the changes happening in their ticket.
  • Automatically suggest solutions-Allow relevant solutions to pop up for customers and save time for your agents and customers.
  • Email to Kbase-Let agents convert their ticket replies into knowledge base articles, as they reply.
  • Feedback mechanism-Writers will be notified automatically about feedback on their articles so they can implement them.
  • Solution article analytics-Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped.
  • Forum moderation-Setup moderation workflows to ensure posts violating your guidelines don't go live immediately.
  • Link forum topic to ticket-Convert critical issues raised in the community into tickets so they get the required attention.
  • Helpdesk reports-Understand how different agents and groups are performing based on various helpdesk metrics. Customer satisfaction ratings.Gauge how customers feel about your support using customer satisfaction reports.
  • Dashboards-Monitor your helpdesk using real-time data about tickets, trends and groups.
  • Answers and Insights-Easily access data and reports and get custom insights important to your business everyday.
  • Portal customization-Customize the look and layout of your support portal with full CSS customization and ready-made themes.
  • Customize agent roles-Give differential permissions for access and actions according to the roles and responsibilities of agents.
  • Custom ticket forms-Collect information relevant and important to your business by adding and modifying fields in the ticket form.
  • Custom URL-Use your own vanity URL for your support portal and provide a seamless customer experience.

Plans and Pricing

Web-based

Blossom - FreshDesk

Rs. 11988.00 ( Per Year )

  • 999Rs. X 12mo Billed Annually.
  • Email Ticketing.
  • Team Collaboration.
  • Knowledge Base.
  • Ticket Trend Report.
  • Social Ticketing.
  • Convert calls to tickets in Freshdesk.
  • Automations.
  • Collision Detection.
  • Marketplace Apps.
  • Helpdesk In-depth.
  • Business Hours.
  • Manage chats and calls within Freshdesk.

Garden - FreshDesk

Rs. 23988.00 ( Per Year )

  • 1999Rs. X 12mo Billed Annually.
  • Everything in Blossom and…
  • Time Tracking.
  • CSAT Surveys.
  • Session Replay.
  • Performance Reports.
  • Multilingual Knowledge Base.
  • OmniChannel : 700/-Rs/Agent/Month.
  • Embedded Chat FAQs.
  • Triggered messages.
  • IVR.
  • Call masking.

Estate - FreshDesk

Rs. 37188.00 ( Per Year )

  • 4699Rs. X 12mo Billed Annually.
  • Everything in Garden and…
  • Ticket Assignment Automation.
  • Custom Roles.
  • Portal Customization.
  • Enterprise Reporting.
  • Multiple SLAs & Timezones.
  • Omnichannel : ? 1500 /agent/month.
  • Chatbots.
  • In-app chat campaigns.
  • Smart call escalations.
  • Call barging & monitoring.

Forest - FreshDesk

Rs. 94788.00 ( Per Year )

  • 7899Rs. X 12mo Billed Annually.
  • Everything in Estate and…
  • Skill-based Ticket Assignment.
  • Sandbox.
  • IP Whitelisting.
  • Data Centre Location.
  • HIPAA Compliance.
  • Extendable API rate limit.
  • Omnichannel : FREE.
  • Co-browsing.
  • Multilingual Chat FAQs.
  • Holiday routing for phone calls.

Blossom - FreshDesk

Rs. 1399.00 ( Per Month )

  • Email Ticketing.
  • Team Collaboration.
  • Knowledge Base.
  • Ticket Trend Report.
  • Social Ticketing.
  • Convert calls to tickets in Freshdesk.
  • Automations.
  • Collision Detection.
  • Marketplace Apps.
  • Helpdesk In-depth.
  • Business Hours.
  • Manage chats and calls within Freshdesk.

Garden - FreshDesk

Rs. 23988.00 ( Per Month )

  • Everything in Blossom and…
  • Time Tracking.
  • CSAT Surveys.
  • Session Replay.
  • Performance Reports.
  • Multilingual Knowledge Base.
  • OmniChannel : 700/-Rs/Agent/Month.
  • Embedded Chat FAQs.
  • Triggered messages.
  • IVR.
  • Call masking.

Estate - FreshDesk

Rs. 4699.00 ( Per Month )

  • Everything in Garden and…
  • Ticket Assignment Automation.
  • Custom Roles.
  • Portal Customization.
  • Enterprise Reporting.
  • Multiple SLAs & Timezones.
  • Omnichannel : ? 1500 /agent/month.
  • Chatbots.
  • In-app chat campaigns.
  • Smart call escalations.
  • Call barging & monitoring.

Forest - FreshDesk

Rs. 94788.00 ( Per Month )

  • Everything in Estate and…
  • Skill-based Ticket Assignment.
  • Sandbox.
  • IP Whitelisting.
  • Data Centre Location.
  • HIPAA Compliance.
  • Extendable API rate limit.
  • Omnichannel : FREE.
  • Co-browsing.
  • Multilingual Chat FAQs.
  • Holiday routing for phone calls.

Videos

Freshdesk Demo: Understanding the basics of the helpdesk

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FAQs

Below are some frequently asked questions for Freshdesk

Q. Is my data safe?

We take security seriously. Our servers are hosted in a world class data center that is protected by biometric locks and 24-hour surveillance. We ensure that our application is always up to date with the latest security patches. Our data center is EU safe harbor compliant and all Freshdesk plans include SSL encryption to keep your data safe.


Q. Who owns my data?

You do! It's your data after all! We want you to be with Freshdesk because you love using the product, not because your data is stuck in it. You can export all your information from Freshdesk any time you need, in any plan.


Q. What is Freshdesk?

You are a growing business looking to support customers using various channels integrated with a single ticketing platform. Freshdesk presents you the easiest solution to manage your customer queries in the most efficient way possible. If you are looking at achieving this using a product with a beautiful design, top notch features, and a dedicated team to guide you hassle free through this journey - you have arrived at the right destination.


Reviews

Add Review
User

sandeep gothi

consultation given
Overall

14th August, 2018

Ease of Feature

Ease of Use

Value for money

Customer Service

  • Pros -
  • I bought software from here..cheaper and it works perfect?
  • Cons -
  • No Cons
User

sfgshfs xcvsfbs

great information provider
Overall

7th August, 2018

Ease of Feature

Ease of Use

Value for money

Customer Service

  • Pros -
  • Fast, Attentive, and Thorough Help in Sorting Software Options!
  • Cons -
  • No Cons
User

Bhagyashree

Overall

23rd August, 2018

Ease of Feature

Ease of Use

Value for money

Customer Service

  • Pros -
  • freshdesk has multiple usage options such as Self Service Portal, Community Portal with Idea Management & Voting, Satisfaction Surveys, Multiple Service Level Agreement policies (SLA's). In a simple and simple way compared to others that despite appearing to be more complete, they become cumbersome.
  • Cons -
  • Perhaps for the continuous improvement, some improvements are slowed down by not working properly, but they are not errors that remain because immediately the programming team gets to work and is solved as soon as it is reported.
User

Dinesh M.

Overall

23rd August, 2018

Ease of Feature

Ease of Use

Value for money

Customer Service

  • Pros -
  • Easy to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing. Freshdesk is a wonderful issue tracking software.
  • Cons -
  • I'm most sad that the FreshSuite doesn't have even more software options. They do such a nice job with the software and interface that I feel it's copied by other helpdesk software. A real gripe is lack of real customer support.

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