Freshdesk

Freshdesk is a comprehensive customer support management tool that offers individuals and businesses of all sizes a wide array of basic and advanced functions to help streamline their support operations and more easily remain in contact with customers. Its comprehensive dashboard handles a wide array of functions, including ticket management, knowledge base creation, automation, analytics, and reporting.



The latest version of this Freshdesk for PC platform is also enriched with a fully integrated AI assistant tool that can optimize workflow and automation, enabling managers and agents to focus on more productive tasks.

The functionality of this customer support platform can also be greatly expanded with integration to external tools and services, including Shopify, Slack, Salesforce, Microsoft Teams, and many others. Users are also empowered to boost productivity with over 1000 marketplace add-ons or to create their own add-ons via the Freshworks Neo Platform.

Key Features

• Ticket Management – Efficiently track, prioritize, and assign customer tickets.
• Knowledge Base Creation – Empower customers with self-service options via a centralized repository of FAQs and articles.
• Automation – Automate repetitive tasks, such as ticket routing and response templates.
• Reporting and Analytics – Gain insights into support team performance, customer satisfaction, and ticket resolution times.
• Increase Productivity – Dramatically optimized daily workflows of agents.
• Advanced Security – Protect all valuable business and user data with advanced security, user management, and IP/network restrictions.
• Flexible Pricing – Access to either free or premium service offerings, catering needs of teams and businesses of all sizes.

How to Use

Getting started with this cloud customer management dashboard is straightforward. After visiting its official webpage in any modern browser, users simply must sign up for a free account and pick a tier of service they wish to use or trial. After that, they gain access to a main dashboard where they can customize their support portal, assign agent roles to team members, and start managing customer tickets.
The free tier of service includes support for up to 10 active agents, enabling small teams and businesses to easily set up their first customer management platform in mere minutes.

User Interface

This web app boasts a clean and user-friendly interface, making it easy for brand-new users to navigate and manage customer tickets. The layout is intuitive, with clear labeling, main navigation icons on the far-left side of the app, and easy access to essential features. The customizable dashboard allows anyone to personalize their workspace and prioritize the information that matters most to them.

The main dashboard screen promotes the discovery of the most important customer ticket stats, including the number of open tickets, unassigned tickets, high-priority notifications, unassigned chats, message inbox stats, average response times, customer satisfaction scores, the leaderboard of best-performing agents, and more.

FAQ

What is Freshdesk?
It is a web-based customer support management platform that helps businesses efficiently handle customer inquiries and provide timely resolutions.

Is it safe?
Yes. This platform fully prioritizes data security and offers robust measures to protect customer information.

What integrations are offered?
In addition to the full integration with other Freshworks products (Freshchat, FreshService, Freshsales, Freshmarketer), this platform can also communicate with around a dozen external apps via official plugins and over 1000 target platforms via add-ons.

Alternatives

Zoho Desk – A comprehensive support desk solution for businesses of all sizes that offers a large variety of ticket management, knowledge base, and automation features.

HelpDesk - A simple ticketing system for a team like yours!

Pricing

Users can access both permanent free and premium pricing plans (which can all be tested via a free trial). The free plan unlocks access to 10 active agents, a full suite of integrated ticketing tools across email and social, basic analytics, and more. Premium tiers unlock advanced integrations, reporting tools, automation support, custom forms, community forums, custom apps, advanced analytics, assists and email bots, sandbox environment, audit logs, and much more.

FREE PLAN - Up to 10 agents

• Integrated ticketing across email and social
• Ticket Dispatch
• Knowledge Base
• Ticket Trend Report
• Out-of-the-box analytics and reporting
• Choose your data center location
• Team collaboration
• 24x7 email support

PRO PLAN - $49 /agent/month, billed annually

• Automation
• Collision Detection
• 1000+ marketplace apps
• In-depth helpdesk report
• SLA management & business hours
• Custom Email Server
• Custom Ticket Views
• Custom ticket fields & status
• Custom SSL
• Easily track time spent by agents on tickets
• 24x5 phone support
• Multiple products
• Includes up to 5000 Collaborators
• Round-robin routing
• Custom Roles
• Custom objects
• Custom Reports and Dashboards
• Segment customers for personalized support
• Customer journey
• Canned forms
• Manage versions in knowledge base
• Community forums
• Extendable API Limits
• CSAT surveys & reports
• Multiple SLA policies & business hours
• SLA reminder & escalation
• Multilingual knowledge base
• Custom apps
• Average handling Time (AHT)
• Custom Metrics
• Report Sharing

All premium tiers can be tested during the initial FREE trial period.

System Requirements

Since this is a cloud-based tool, users can access it easily via any modern browser.

PROS

• Efficient customer support management.
• Intuitive user interface.
• Robust reporting and analytics capabilities.
• Performance tracking.
• Customizable and scalable.
• 1000+ add-ons for integrating with online platforms.
• Flexible pricing plans.
• Free tier of use.

CONS

• Some useful features are not available in the free plan.

Conclusion

Freshdesk is a powerful cloud-powered customer support management platform that offers businesses of all sizes access to a wide range of features to streamline their support operations. With its intuitive interface, robust ticket management, automation capabilities, and incredibly diverse integration support, it provides an efficient solution for businesses that want to greatly enhance their customer experience.