General information about Freshdesk
The Freshdesk customer service platform is all about collaborative working. It enables you to improve your customer care while facilitating the work of your employees.
This cloud-based software tool centralizes all the features you need to optimize your customer service. Using this Help Desk solution, you can manage tickets from all the channels used by your startup. Freshdesk’s strength lies in its unified, collaborative inbox. All agents can access the various customer requests, which are prioritized and categorized.
Your business can move up a gear thanks to the highly relevant functions that complement ticket handling. In particular, automated workflows enable your agents to save time and concentrate on high value-added tasks. Tickets are sorted as soon as they arrive on the platform. What’s more, automatic alerts and a chatbot help to speed up the handling of requests.
To improve your customer service over time, you can rely on the comprehensive analytical reports offered by the Freshdesk tool. An attractive, ergonomic dashboard displays all the key performance indicators you need. You can then monitor team performance and identify areas for improvement to optimize your business practices and processes.
More than 60,000 companies, including Decathlon, Bridgeston and Pearson, rely on Freshdesk to effectively manage their customer service.
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What is Freshdesk used for?
Freshdesk is a powerful customer service software that streamlines communication, making it easier for small businesses to manage customer inquiries. Its collaborative inbox allows all team members to access and prioritize customer requests, enhancing efficiency and response times. For instance, a startup could use Freshdesk to handle queries from various channels like email, social media, or phone calls. Automated workflows sort tickets upon arrival, freeing up agents to focus on complex issues. Additionally, Freshdesk's analytics provide insights into team performance, helping businesses identify areas for improvement. Companies like Decathlon utilize Freshdesk to optimize their customer service operations.Freshdesk pricing
Free
Up to 10 agents
Integrated ticketing
Ticket dispatch
Knowledge base
Growth
$15
/ user / month
Automation
Marketplace apps
Custom email server
Ticket fields & status
Pro
$51
Custom reports and dashboards
Customer segments
Up to 5 products
Extendable API limits
Enterprise
$83
/ user / month
Email bot
Unlimited products
Audit log
Agent shifts
Freshdesk features
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Strengthen data security
Customize your SSL certificates to secure your domain or URL. Create secure access for your agents from anywhere, using their IP and single sign-on scripts.
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Optimize ticket management
Manage tickets received from different platforms in a single inbox. For greater efficiency, your teams can predefine responses and automate different actions on received tickets.
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Centralize knowledge base
Store FAQs, resolution tips, and product details in a structured knowledge base, facilitating quicker problem-solving for both agents and customers.
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Access customized performance reports
Track your performance with customized reports on your teams and agents. Schedule a recurring delivery date to receive reports directly to your inbox.
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Opt for multi-channel support
Handle customer inquiries from email, phone, social media, and web chat, all unified under Freshdesk for a seamless support experience.
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Give users autonomy
With Freshdesk chatbots and widgets, your users can get the help they need at any time. Pop-ups are also available to instantly offer the right solutions to your users.
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Enhance customer satisfaction
Leverage integrated surveys to gauge customer satisfaction post-resolution, ensuring continuous service improvement.
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Ensure team collaboration
Tickets can be shared within the team to allow collaboration on issue resolution. Assign different tickets to certain agents, or let Freshdesk handle this: depending on their workload, skills, etc.
24 Freshdesk Reviews
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Amber
Empowering Customers: Freshdesk's Knowledge Base Revolution
The knowledge base feature of Freshdesk has been instrumental in empowering our customers to find solutions on their own. This has not only reduced our ticket volume but also improved customer satisfaction
September 14, 2024
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Knox
Over 3 Years with Freshdesk and Still Going Strong
I've been using Freshdesk for over 3 years and it's been excellent in managing the high volume of client requests. However, I suggest an improvement in the Satisfaction Survey. When a response is received, the feedback isn't noted in the email notification we get, which would be helpful.
September 8, 2024
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Scott F
Freshdesk's Email Management: A Game Changer for Charities
Using Freshdesk has positively influenced our charity by improving our response to customer emails, significantly reducing response times and missed communications. It allowed us to manage all emails centrally, enhancing customer experience. It was easy to track unanswered emails and view responses from others, ensuring consistent communication. However, the recommended license model was complex and involved a mix of different license levels and day licenses, making it difficult to manage and expensive. We chose Freshdesk because it was cheaper than Zen Desk, but the overall experience may not have completely met our expectations.
September 3, 2024
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Susan W
Freshdesk's Multi-Channel Support for Efficient IT Management
As an IT manager, I find Freshdesk's multi-channel support extremely beneficial. It allows us to manage queries from various platforms like email, phone, and social media, all from one place
August 26, 2024
Freshdesk: Pros & Cons
Pros
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Simplicity: The interface is easy to use and user-friendly
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Functionality: Many communication channels are available and customization is advanced
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Integration: This customer support software integrates with many tools
Cons
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Analysis limitations: The information on transactions is limited
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Learning curve: Advanced features require time to learn
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Pricing: The price is high for large requirements which can be a problem for small companies
Why is Freshdesk better than other Customer Support software?
Freshdesk is better at support than Freshservice: 4.7 vs 4.5
Freshdesk has more positive reviews than Zoho Desk: 94 vs 93
Freshdesk is better at support than Zoho Desk: 4.7 vs 4.5
Freshdesk has better positive reviews compared to ServiceNow: 94 vs 93
Freshdesk is better at customer service than ServiceNow: 4.7 vs 4.3
Freshdesk is easy to use compared to ServiceNow: 4.5 vs 4.1
Freshdesk pricing plans are more competitive than ServiceNow: 4.3 vs 4.2
Freshdesk is better at number of features than ServiceNow: 94 vs 66
