Category
Customer Service
Pricing Type

Free | Subscription

Price Range

From US$19/user

Customer happiness, refreshingly easy

Freshdesk is an online help desk software that integrates traditional support channels such as email, phone, chat and the web with new social channels such as Twitter and Facebook. Freshdesk also includes a knowledge base, a self-service portal for end users and a community platform.

- Freshdesk

Freshdesk Product Video

b Features & Options of Freshdesk

Powerful Ticketing: Every request sent to your support email becomes a ticket in your helpdesk. You can easily categorise and prioritise tickets and assign them to the right people in your team. Set, manage, and meet customer expectations by setting up service level agreements (SLAs) for support.

Multichannel Support: Each Freshdesk account can have an unlimited number of mailboxes, allowing you to access and manage all of your support emails in one place. Every ticket that comes in to your helpdesk can be prioritised, categorised, and assigned automatically. Agents can collaborate on a particular issue using private notes. They can also prevent multiple agents from replying to the same query, using agent collision detection.

Productivity and Engagement: No matter how much your support reps love helping customers, doing the same things again and again can get boring quickly. Freshdesk adds excitement and competition to your agents’ jobs by bringing in game mechanics to your helpdesk.

Self Service Portal: With Freshdesk, you can help your customers get instant answers by creating a knowledge base that is available whenever they need it. Share your technical documentation, product tutorials, answers to frequently asked questions, and other tips in a single convenient place.

Global Customer Support: Freshdesk enables you to easily support an unlimited number of products from a single help desk. All your tickets can flow into the same helpdesk and get categorised and assigned to specific agents or teams, with ease.

Secure Helpdesk: Every Freshdesk account comes with a wildcard SSL certificate that gets enabled automatically, for your default support URL, when you sign up. Freshdesk’s Trusted IP functionality lets you whitelist specific IP ranges and decide who gets to access your support portal. With single sign on, your internal users can access your helpdesk easily, without having to set up new accounts or re-enter their passwords every single time.

Reporting and Analytics: Know answers to all your critical questions. Agent and Group Activity reports allow you to dig deeper into the working of your helpdesk. It provides in-depth analysis of agents’ working and how a group has been performing in your helpdesk. These reports tell you how many tickets are being resolved by your support staff, the ones that are done on time and how many are overdue.

Freshdesk Pricing

Sprout: Free; 3 users, email, phone | Blossom: US$19/user/month; social, forum | Garden: $29/user/month; live chat, multi-product, multilingual | Estate: $49/user/month; reports, customisation | Forest: $79/user/month; IP whitelist, custom email, advanced phone.

Payment Discounts: Discounts for annual subscription plans.

Trial/Warranty: 30 day free trial.

Other Costs: None.

Integrations & Add-Ons

Freshdesk integrates with 100+ external applications across a broad range of categories, including:

Chat, CRM, eCommerce, Email Marketing, Google Apps, Issue Tracking, File Sharing & Collaboration, Knowledge Management, Reporting & Analytics, Social Media, Single Sign-On, Surveys & Feedback, Telephony & SMS, Time Tracking, and Workflow Automation.

Ratings Summary

(4.4/5 from 372 reviews)

Rating score is a weighted average from the following respected sources:

  • G2 Crowd: 4.5/5 from 196 user reviews
  • Software Advice: 4.3/5 from 70 user reviews
  • GetApp: 4.4/5 from 54 user reviews
  • TrustRadius: 8.2/10 from 33 user reviews
  • Capterra: 4.5/5 from 19 user reviews