An Unbiased Look at Freshdesk

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What does Freshdesk do?

Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support.

Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot, predictive support capabilities, and field service management.

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Latest Blog Content

  • by Ida Jessie Sagina
    There’s a ton of data that is created with every support request serviced in your help desk. Every ticket comes with its set of vital time-based metrics, ticket tags, and customer ratings. When you multiply that by the average number of tickets your business receives on a daily basis, what you have is a treasure… […]
  • by Varnika Om
    The holiday season can be stressful for customers and businesses. We at Freshdesk understand the impact of this holiday rush, especially on your customer support team. That’s why we have put together some of the best holiday customer service strategies to prepare you for the holiday shopping window that lasts until the new year. We have… […]
  • by Akshaya Srikanth
    If you’re in a customer-facing role, you’re more likely to interact with difficult customers who may be angry, demanding, aggressive, and sometimes even abusive. Learning how to deal with difficult customers and win people over with quality customer support creates a positive brand perception while also contributing to your career growth. Your customers could have… […]
  • by Varnika Om
    If you wish to build a loyal customer base, you must be willing to go the extra mile to meet customer expectations every time you engage with a customer. That’s because customer loyalty is a by-product of high customer satisfaction. Many companies seem to think that their customer expectations will be met with whatever it… […]
  • by Ida Jessie Sagina
    Congratulations on your big step to onboard a help desk system! You no longer have to worry about unattended customer inquiries or struggle to balance the workload evenly among your support team members. You get to effortlessly assign ownership for requests, track your team’s progress, and measure customer satisfaction. To realize the immense value of… […]
  • by Varnika Om
    As per Social Stamina, 64% of customers expect a reply within an hour of posting on Twitter, and 85% expect a company to respond within six hours. [1] While this trend in customer expectations applies to almost all industries across the board, certain businesses – such as e-commerce apps – are witnessing an all-time high… […]
  • by Varnika Om
    Every product or service is designed to address specific customer pain points or challenges. Yet, why is it that only a few are an instant hit among the masses, and the rest pass by unnoticed? Whether you are a small business or a large enterprise, you can excel only when you identify and solve for… […]
  • by Ida Jessie Sagina
    In an era ruled by superior customer experiences and businesses converging towards being more customer-focused, digital transformation is a priority for all top business leaders. But not all digital transformation efforts yield successful outcomes. Organizations don’t always see the expected results immediately and often lose the stamina to witness the sustained impact of digital transformation…. […]

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Pricing

There are three paid packages, and a free version too.

Here are the packages:

FREE
  • Unlimited Agents
  • Email & Social Ticketing 
  •  Ticket Dispatch 
  •  Knowledge Base 
  •  Ticket Trend Report 
  •  Datacenter Location 
  •  Team Collaboration
Growth

Everything in FREE, plus:

  • $15/user/month
  • Automation 
  •  Collision Detection 
  •  Marketplace Apps 
  •  Helpdesk Report 
  •  SLA & Business hour 
  •  Custom Email Server
  •  Custom Ticket Views
  •  Ticket Fields & Status
  •  Custom SSL
  •  Customer Fields
  •  Timesheet summary report
  •  Time tracking
Pro

Everything in Growth, plus:

  • $49/user/month
  •  Round-robin Routing 
  •  Custom Roles 
  •  Custom Reports and Dashboards 
  •  Customer Segments 
  •  Versions in Knowledge Base 
  •  Multiple Products (up to 5) 
  •  Includes up to 5000 Collaborators 
  •  Extendable API Limits
  •  CSAT Survey & Reports
  •  Multiple SLA & Business hours
  •  SLA Reminder & Escalation
  •  Multilingual Knowledge Base
  •  Custom Apps
  •  Average handling Time (AHT)

Enterprise

Everything in Pro, plus:

  • $79/user/month
  • Skill-based Routing 
  •  Sandbox 
  •  Audit Log 
  •  Knowledge Base Approval Workflow Track, review, approve, and publish knowledge base articles.
  •  Agent Shifts 
  •  IP Range Restriction 
  •  Email Bot  FREDDY
  •  Includes 5000 bot sessions/month 
  •  Assist Bot  FREDDY
  •  Auto-triage  FREDDY
  •  Article Suggester  FREDDY
  •  Robo Assist  FREDDY
  •  Canned Response Suggester  FREDDY
  •  Multiple products (Unlimited)
  •  Social Signals 

Freshdesk Support Desk Pricing

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