Freshdesk Reviews & Pricing

Key Features

• Ticketing Management: Deliver higher quality customer service with collaborative ticketing. Convert customer issues from different channels into resolvable tickets. Offers: 
  •  Team inbox to prioritize and assign tickets based on keywords. 
  •  AI-supported ticketing to improve agents’ efficiency and save time. 
  •  SLA management to measure agents’ performance and set customer expectations for response times. 
• Omnichannel: Consolidate various support-related communications channels like email, phone, chat, website, WhatsApp, Facebook and Twitter to ensure a seamless customer experience as well as faster query resolution. 
• Service Management: Create service tasks and field technician groups for tickets on the basis of location, priority and other aspects. To manage field operations, it also includes: 
  •  Scheduling dashboard to keep track of appointments, tasks and field team workloads. 
  •  Mobile field service to keep technicians updated on the fly. 
  •  Automated time-tracking to monitor billable hours. 
  •  Single swipe attachment of customer signatures to the service tasks via the mobile app. 
• Reporting and Analytics: Schedule reports at regular intervals and customize them according to various requirements. Access actionable insights using data in different chart styles and visualizations. 
• Customization: Customize workflows, customer portal and agents for optimum productivity based on specific business requirements. Its customization can be leveraged in the following ways: 
  •  Customized ticket forms. 
  •  Custom URL for smooth customer experience. 
  •  Building and integration of customized apps. 
  •  Custom segmentation of customers for personalized support. 
• Automation: Automate notifications to agents and customers for any updates in their tickets. Automatically execute maintenance activities and implement actions on tickets based on the time lapsed since an event. 
• Identity and Access Management: Allow and restrict agents as well as customers to log in to their accounts using single sign on script from anywhere using IP whitelisting and a VPN. 
• Customer Self-Service: Enable efficient customer self-service with automated suggestion pop ups, knowledge base articles and by converting critical issues in the community into resolvable tickets. 

Cost Of Ownership

• Q: Is Freshdesk free?
  A: Freshdesk offers a free plan that's suitable for small teams or those starting out. It allows for up to 10 agents and includes basic ticketing, self-service portal, and reporting functionalities. However, to unlock features like automation, advanced reporting, and telephony integrations, you'll need to upgrade to a paid plan. Considering this limitation, it's crucial to assess your team size and specific needs before deciding if the free plan is the right fit.
• Q: How much does Freshdesk cost per agent?
  A: Freshdesk offers tiered pricing plans, with costs varying based on the number of agents and features included. The paid plans start at $15 per agent/month for the Growth plan, offering functionalities like custom fields, team collaboration tools, and basic SLA management. Pro and Enterprise plans offer progressively more advanced features at $49 and $69 per agent/month respectively, catering to larger teams with complex workflows and advanced reporting needs. It's important to carefully evaluate your team size, required features, and budget to determine the most cost-effective plan for your Help Desk operation.
• Q: Are there any hidden costs with Freshdesk?
  A: While Freshdesk's pricing structure is transparent, there can be additional costs to consider. These might include: additional storage for large file attachments, custom app integrations for specific functionalities not natively offered, and training for your team to fully utilize the platform's capabilities. Being aware of these potential add-ons ensures you have a clear picture of the total cost of ownership when budgeting for your Freshdesk implementation.

Limitations

•  Clunky ticket management. 
•  Tedious email formatting. 
•  Steep learning curve to create a new customized report. 

Suite Support

FAQ

• Q: How does Freshdesk integrate with other business applications?
  A: Freshdesk offers a robust API and pre-built integrations with popular CRM, project management, and communication tools. This allows for seamless data flow between platforms, eliminating data silos and streamlining workflows. For instance, integrating Freshdesk with Zendesk Sell (CRM) can automatically populate customer information in tickets, improving agent efficiency.
• Q: How easy is it to set up and use Freshdesk?
  A: Freshdesk is known for its user-friendly interface and intuitive design. A clear onboarding process and comprehensive knowledge base guide agents through setup and common functionalities. Additionally, Freshdesk offers various training resources and certifications to help teams maximize platform utilization. This ease of use translates into faster implementation times and reduced training costs.
• Q: How does Freshdesk ensure data security and compliance?
  A: Freshdesk prioritizes data security by adhering to industry-standard security protocols and offering features like role-based access control and data encryption. Regular security audits and compliance certifications like HIPAA and GDPR demonstrate their commitment to data protection. This is crucial for businesses handling sensitive customer information or operating in regulated industries.
• Q: What kind of customer support does Freshdesk offer?
  A: Freshdesk provides various customer support options, including email, phone, and an extensive online knowledge base. Paid plans often come with priority support, ensuring faster response times to critical issues. This multi-channel approach caters to different user preferences and ensures timely assistance when needed.
• Q: How can Freshdesk be customized to fit specific workflows?
  A: Freshdesk offers various customization options, including custom fields, ticket forms, automation rules, and integrations. This allows businesses to tailor the platform to their unique ticketing processes and improve agent productivity. For instance, custom fields can capture specific customer data relevant to their industry, while automation rules can streamline repetitive tasks like ticket routing or status updates.