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 Akshaya Seshadri
    What is a customer-focused culture? It’s essential to think from your customer’s perspective if you’re looking to meet and exceed their expectations. Companies that follow a customer-focused culture will have the upper hand over those who pay less attention to their customers’ needs.  As Kelly Uhlrich, Vice President and General Manager of CX company Humach,… […]
  • by Varnika Om
    Customer support vs customer success – two terms that have been seen as the same function in some companies, while also operating as completely separate groups within others. While customer support is key to solving customer problems and producing great experiences, customer success is responsible for empowering customers, keeping them happy on your platform/ through… […]
  • by Akshaya Srikanth
    Customer service has grown to become a critical function across industries including airlines, software companies, retail, and even real estate companies. Because of this, a career in customer service is growing in popularity, while companies and individual employers continue to struggle with scaling their support teams as their business grows.  In this blog, we discuss… […]
  • by Akshaya Srikanth
    When chatbots were first introduced in customer support, they were only capable of executing rule-based commands that often led to poor customer experiences. Chatbot features back then weren’t developed keeping user experience in mind, and caused frustration instead of offering solutions.   Chatbots have evolved over time, but so have customer expectations. Customers today do not… […]
  • by Varnika Om
    When you have access to customer data for every stage in the buyer journey, you are able to manage your customer lifecycle better. Therefore, it is important for you to understand the key difference between the buyer journey and the customer lifecycle, so that you can cater to your customer pain points and deliver a… […]
  • by Varnika Om
    Imagine visiting a particular restaurant once a month. One fine day, you are denied entry despite having made a reservation. The staff informs you that the restaurant is booked out and they are unable to find your reservation. This experience is likely to change your perception of this place and you might reconsider your next… […]
  • by Varnika Om
    When a customer reaches out to your company with a question or problem, they expect immediate attention and prompt responses. In an ideal world, you’d be able to respond to each of them immediately. However, it’s not possible to meet customer expectations every single time. This means that for many customer support teams, there’s almost… […]
  • by Ida Jessie Sagina
    Companies set up knowledge bases to help customers find answers to their queries faster. However, not all help centers have the desired outcome of providing effortless resolutions to customers. In fact, they end up leaving users more confused and frustrated after accessing a poorly-designed knowledge base. If you’re building your first help center or looking… […]

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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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