Freshdesk Review

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Last updated: Oct 10, 2018

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Freshdesk Review

Freshdesk Review

88 reviews
(5/5)

Start up, Small business, Medium business, Large business

Freshdesk is feature-packed web-based customer support solution that allows companies to provide service to their customers in many helpful ways. Freshdesk was released in June 2011 by a company with the same n

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What is Freshdesk? Updated: Oct 10, 2018

Freshdesk is feature-packed web-based customer support solution that allows companies to provide service to their customers in many helpful ways. Freshdesk was released in June 2011 by a company with the same name that was founded by Girish Mathrubootham, an Indian national, and with his team.

Ever since the release of Freshdesk, it has grown its customers because of its great performance. Their efforts were recognized through different awards and media attention. Today, they are used by companies from across the globe and are supported by investors, all because of an innovative and ambitious software product.

Freshdesk Average Rating -

The average rating of Freshdesk is 5 stars. The rating is based on 88 aggregated online reviews.

Freshdesk Typical Customers

Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. From the time it was open commercially, Freshdesk has been able to grow its long list of satisfied customers. In fact, it has a client in almost every country. Among these are Goodreads, Hugo Boss, Pearson, Truecaller and Stanford, to name a few. If you notice, these brands are from various industries, which only shows how versatile Freshdesk is.

Freshdesk Features

Every business needs customers for making a profit, implying that attracting, growing and retaining a robust customer base is a key necessity. These tasks are not easy and requires a dedicated team and the help of technology to systematically handle the same objectives. This could be in the form of a software solution that handles customer information through feedback and requests.

Freshdesk is easy to use, and offers affordable pricing and full featured packages. Its main features include a helpdesk ticketing system, time tracking, customer support and knowledge base. Through a user-friendly program, customer management is made easy and strategic by Freshdesk. The time saved allows you to focus on other aspects of your business that are equally important.

Key Features of Freshdesk:

  • Simple, fast setup.
  • Multi-channel support - email, phone, chat, social and more
  • Self service portal to help your customers help themselves
  • Community portal to engage your biggest fans Multiproduct support for your global company
  • Multi-language & multi-time zone support Integration with Google Apps, Salesforce, SugarCRM, and more
  • Surveys to measure customer satisfaction
  • Smart automations to save your agents time Integrated game mechanics to motivate your agents Insights and powerful reports about your help desk

    • Freshdesk 5 Pros

    • Freshdesk is easy to use – upon set-up you can already work with it in just a couple of minutes
    • With this web-based customer support software, users can enjoy the convenience of not having to maintain a server and get constant updates of recent functionalities
    • Freshdesk is highly customizable in terms of functionality and integration, allowing great flexibility
    • The product offers great support from their technical team, which is very helpful if you are having problems with one or more functions.
    • Freshdesk can store a vast amount of information, including FAQs, that can help new users resolve issues that were already encountered by others.

    Freshdesk 2 Cons

    • For now, Freshdesk doesn’t have features on contract customers which could be helpful for some business since they can be warned if contracts are up
    • One of this solution's downsides, although minimal, is that emails can’t process first names easily

    Freshdesk Alternatives

    Zendesk and Zoho Support are two of the main competitors for Freshdesk.

    ZohoSupport is part of the Zoho application suite and addresses customer support needs of a business with a cloud based solution. It incorporates workflow automation and can be easily customized to match internal business process requirements. The product allows customers to contact on a variety of channels including voice, chat, email & social media. There are also analytic tools to monitor service performance with dashboards to view compliance with key support KPIs and metrics.

    Freshdesk in comparison provides some additional features for customer support such as its “suggested solutions” which recommends resolutions based on an analysis of similar service issues. The product also supports service level agreements to define support metrics to be achieved, and this is incentivized for support agents through its gamification feature where they can compete to be rewarded for best support rendered on various performance metrics.

    Zendesk on the other hand includes a knowledge base integrated with self service portals that customers can use to solve commonly faces problems and thereby improve resolution times. Additionally the product supports a community forum where discussions, posts and queries can be addressed in collaborative framework. There is also an App library where additional tools can be integrated to enhance the Zendesk product.

    Freshdesk while providing similar features also includes an “Observer” option to automatically trigger events on tickets based on configured rules. In addition the product can integrate customer support in different countries in one platform, as well as include multiple languages as needed.

    Freshdesk Pricing Information

    Freshdesk is priced per support agent per month, and has 5 different plans:

  • Sprout - Free for Getting Started.
  • Blossom - $19 per agent per month.
  • Garden - $35 per agent per month.
  • Estate - $49 per agent per month.
  • Forest - $89 per agent per month.

    • Freshdesk Demo:

    Freshdesk Video:

    25 MUST Ask Questions Before Buying Help Desk Software

    How can Freshdesk improve the efficiency of our business?

    The prime purpose behind investing in the software solution is to boost efficiency and growth. Ask the software vendor (FRESHDESK INC.) how their business app would improve efficiency of your enterprise.

    How can we do better with Freshdesk?

    Freshdesk has tremendous exposure to different companies. They offer the same type of software to different industries, so they are better aware of who is doing what with their technological product. This also helps them understand and foresee what’s really working. Allow them to share their observations so that you get an ideas about their experience, expertise, and intelligence. This will also be an opportunity to identify the service providers who come up with the most insightful suggestions.

    Is Freshdesk scalable?

    Perhaps your business is growing, will expand in the future and your Help Desk requirements with it. So you would be interested to know if Freshdesk is scalable and can grow with you. It’s no use investing in a solution that can be scaled.

    Is Freshdesk customizable?

    Each business has different needs. Yours is no different. When it comes to selecting a software solution, you are looking for a tool that can be easily customized and configured to cater to your specific business needs. So you want to understand if Freshdesk you want to buy is easy to customize.

    Can I get access to a community forum for current users of Freshdesk?

    Such a community forum is the best way to engage users. Getting access to Freshdesk forums can help new or proposed users connect with product experts through peer-to-peer discussions.

    What is the best way to measure the return on investment (ROI) that Freshdesk promises to provide?

    Freshdesk should answer how their business software will improve your bottom line and ROI.Most service providers make tall claims, so you want to make sure you get your hands on the best solution.

    Who will handle the implementation process of Freshdesk?

    Before choosing a business app, you want to understand that the implementation would be smooth. So you should be interested to find out about the person responsible for handling the implementation process. Do not hesitate to ask Freshdesk about their qualifications.

    What is FRESHDESK INC. expertise in the implementation?

    A good software vendor should be able to show you a positive track record with their implementation strategy.Try to find out if Freshdesk method is structured. Your purpose should be to look for one that is structured and flexible to adapt to unexpected situations.

    How smooth will the data migration be with Freshdesk?

    The software vendor should give you a structured data conversion methodology that will enable smooth migration of your information to the new system.

    Does FRESHDESK INC. provide an API for integrating 3rd party apps?

    A growing business is always in need for expansion and integration with thrid-party apps is a part of the growth model. When it comes to choosing software, make sure the business app provides an application programming interface for easy integration.

    How easy it is to import and export data to and from Freshdesk?

    Ask the software product vendor if the tool will allow you to export data to an external file or import data from external sources.

    Are there any consulting hours available as part of Freshdesk package/pricing?

    Ask the software vendor (FRESHDESK INC.) if the software package includes consulting hours. Do not hesitate to ask if there are any hidden charges involved.

    What will it cost if FRESHDESK INC. sends a technician on-site to solve a problem concerning our business?

    You do not want to be caught unawares when a software vendor sends a technician to resolve an issue that may crop up due to varied reasons. You want to make sure the charges are reasonable. Better still, you should be aware of what needs to be paid to the technician sent by the vendor to fix a problem.

    What are the minimum hardware requirements to install, implement, and run Freshdesk on a server?

    You do not want to fall in love with the front end unless you are 100% sure that the software is compatible with your existing system. Ask the software vendor is you need any specific hardware to install the software. Will the business application run on your existing workstations. How much space will the software take on the disk drive? Is there a need for RAM upgrade to successfully run the software for optimum performance?

    Does FRESHDESK INC. charge per location or per terminal?

    You should enquire about the cost of having more than one terminal in your store. While some software vendors charge on the basis of the number of store locations, others charge per terminal.

    Is there any startup or maintenance fee involved?

    When you are looking for a software solution, make sure you know if the vendor charges any fee to get you started. You should also be interested to know if there are any software maintenance charges for you to pay.

    Does FRESHDESK INC. meet critical security and compliance requirements?

    Your business is accountable to customers, regulators, employees, and partners. So you should look for one software vendor who has adopted a comprehensive, technically sound security and compliance program. Does the vendor map your needs for security controls?

    How does FRESHDESK INC. guarantee data backup?

    Data loss can prove extremely risky for any business. So you should always ask the vendor about their backup policy. How often is data backed up and what is the cost for the same?

    Do FRESHDESK INC. provide free disaster recovery support in the event of a catastrophic hardware failure?

    What is the software vendor's policy on disaster recovery? Are any charges involved for disaster recovery support if a catastrophic hardware failure affects your system?

    Is Freshdesk easy to use?

    How easy is the software to work on? Is it user friendly for your end users? Does it involve any complexities that are difficult to understand for the team? Even a feature-rich solution is of no use if end users find it difficult to use.

    How much training is required to get your team up to speed with Freshdesk?

    FRESHDESK INC. should clearly mention whether the solution is complex or simple to use. If it is not an easy-to-use software solution, then do they provide training? What is the level of training your team requires to make the most of the solution?

    How often is Freshdesk updated?

    You will be interested to know about the software updates. When is it updated? Does the service provider notify customers when the upgrades are scheduled? Does the software work when the upgrades are under way? How long does the process take?

    Who will answer our calls if/when there is an issue with Freshdesk performance?

    You should be interested to enquire about how an issue is handled at the side of the software vendor. Do not hesitate to question about who will respond to your emergency calls. What is their experience in software industry?

    How vast is the FRESHDESK INC. client base?

    If the software vendor is widely popular, chances are that they have a good product. So always check their client base to measure their product's competence in the market.

    How does FRESHDESK INC. performs testing and validation?

    Testing is crucial to ensuring that the software runs as promised. So you should try to find out if the vendor offers any free trial runs or try before you buy the product. By testing the concept first, it gets easier to understand the software product's functionality and allay fears before signing a contract.

    Freshdesk Categories

    Contract Management
    Knowledge Management
    Hotel CRM
    Social Media
    Chat
    Marketing Automation
    Brand Management
    Ticket Management
    Survey Software
    Small Business CRM
    Self-Service Portal
    Real Estate CRM

    Specifications

    Company:
    Address: Los Angeles, CA
    Customers: Start up, Small business, Medium business, Large business
    Business Area: Cross Business Areas
    Platforms: Desktop, Cloud
    Operating Systems: Mac OS, Windows, Linux

    Freshdesk Features

    Billing and Invoicing
    Customer Survey
    Email Integration
    Knowledge Base/FAQ
    LDAP/Active Directory Synchronization
    Multi-Site Support
    Rules/Workflows
    Scheduling
    Facebook Integration
    Twitter Integration

    Freshdesk News (2016)

    29 Oct

    Freshdesk Adds Mobile Support features to Freshfone

    Freshdesk, a provider of cloud-based customer support software, has announced a series of new features to its Freshfone solution to provide greater power and flexibility for businesses with remote and geographically diverse customer support teams..read more

    A buyer's Guide to Help Desk Solutions

    Help Desk Software Buyer’s Guide
     
    A nice lady on her headset or a group of employees facing their computer screens; very common to see photos on most websites these days, right? Well, whether they are members of a call center agency or of this what we call “Help Desk” team, what is more likely true is that there is a powerful system that helps them execute their jobs better. And that’s the Help Desk software solution.
     
    Help Desk Management or simply Help Desk software solution is a platform that stores customer information in a knowledge database, tracks interactions between customer service representatives and customers, and automates the resolutions of problems and issues raised by those customers. Help Desk has been there since the late 1980’s. Although the conventional customer support strategy of using telephone and spreadsheets containing lists of frequently asked questions (FAQ) are still in use today, Help Desk software solution is undeniably already too far from that setup. Desk side team, network team, server team, and now the help desk; innovations on customer support are coming in from different angles and landscapes.
     
    In this Buyer’s Guide, we at ITQlick.com aim to provide you more details about Help Desk software solutions. We are also keen to explain why investing on this system can help you retain more customers whom are always fully satisfied with the products and services that you offer to them.
     
    Types
    Implementing Help Desk software solution correctly can lead to better resolution times, streamlined support processes, and best of all, increased customer satisfaction. By setting this goal in mind, the selection process for the right Help Desk software solution can be made more effective. A good way to start your search is by checking these two types of Help Desk solutions.
     
    Cloud-based
    Cloud-based solutions are the most popular type of Help Desk today. Aside from being hosted on cloud servers that are usually owned by the solution provider, cloud-based also offers a wide range of features and functionalities. Customization, branding and user interface design are just some of the excellent features that goes with a cloud-based solution package. In addition, these solutions can be acquired and deployed on a subscription-based scheme.
     
    Self-hosted
    Self-hosted Held Desk solutions are deployed on the client’s server. Also known as on-premise solutions, purchasing and implementing this type of Help Desk software product requires additional investments on hardware (ex. management server, database), implementation services (rendered by consultants), and on-going maintenance. These investments should not be considered as downside of self-hosted solutions because everything else about Help Desk for business entirely depends on the size, industry, operational model, range of offered products, and many other factors. That is, by carefully considering the real requirements of your business, on-premise can be better than a cloud-based type, and vice versa.
     
    What we just examined above are the types of Help Desk solutions base on method of deployment. Another important category to explore in Help Desk solutions are the types base on the capabilities of the software solution. Here are the types of Help Desk solutions on that regard.
     
    • Knowledge Management System
    • Self Service
    • IT Asset Management Systems
    • Reporting
    • Mobile Support
    • Service level Agreement (SLA) Management
    • Remote Control
     
    Features
    What’s interesting about Help Desk solutions are the almost unlimited number of features that goes with the package. Aside from the ticketing system that most solution packages have, there are more features that when reviewed can narrow down your search for the right Help Desk software product. Here are those features for you to check about in a solution package.
     
    • Web-based Interface
    • Single Sign On Authentication (SSO)
    • Branding
    • Customization
    • Multiple Languages
    • Knowledge Base
    • WYSIWYG (What You See Is What You Get) Editor
    • Content Restrictions
    • Community Forums
    • Forum Moderation
    • Voting
    • Advanced Search Tools
    • Tagging
    • Electronic Communication Tools
    • Multi-channel Request Support
    • Customized Ticket Fields
    • Automated Responses
    • Issue/Ticket Tracking
    • Views
    • Ticket Merging
    • Grouping
    • Workflows
    • Spam Management
    • Web-based Remote Support
    • Analytics
    • Sandbox Environment
    • Mobile Optimization
     
    With the help of your IT team, find out which of these features are really needed by your business at present. The cost of Help Desk software solution is usually dependent on the number and level of features included in the chosen package. The more robust, the more significant is the required initial investment. 
     
    Solutions per Business Size, per Vendor
    One of the many Help Desk solution providers that offer packages with appealing features is Zendesk. With their cloud-based solution, you can have the features of Web-based interface, a WYSIWYG Editor, SSL encryption, SSO, and real-time analytics.  Their basic starter package starts at $9 per month per user with up to 3 users. Zendesk is just one of the many Help Desk solution providers that can help your company in delivering better customer support.
     
    But before examining those vendors in detail, we at ITQlick.com want you to become a smarter buyer by simply following these guides.
     
    • Determine first the deployment model: cloud-based or client-server.
    • Always consider selecting a solution that is within your budget zone.
    • Identify and stick with the features that you only needed.
    • Figure out how much storage space will you need for your data.
    • Check everything about hardware/software compatibility.
    • Choose the right ticket management features.
    • Consider investing on data security.
    • Analyze the cost, time and resources needed for the entire deployment process.
    • Choose to simulate the 30-days trial version offered by the vendor before finally making your decision to buy.
     
    Now, with the help of these guides, it’s time to go over with this list of solution providers.
     
    • Kayoko Fusion
    • Help Desk Pilot
    • Hesk
    • PerlDesk
    • Manage Engine
    • I’m OnCall
    • 247NetSystems
    • Aegis Help Desk
    • Access Remote PC
    • Magnoware DataTrack System
    • Alloy Navigator Express
    • Altman HelpDesk
    • Anyplace Control
    Pricing Considerations
    It’s time to deal with the price of your Help Desk solution. As we mentioned earlier, most Help Desk companies base their price on the number of users and features that will go with the complete package. Self-hosted solutions are priced significantly higher than cloud-based primarily because of the included deployment cost, cost of training, cost of hardware infrastructure, and cost of on-going support and maintenance.
     
    Basic cloud-based solution costs around $25 to $30 per user per month. The average cost of package with more features is around $50 to $70 per user per month. The price can extend up to around $100 for solutions with a wide array of included features.
     
    Self-hosted solutions are priced at $300 up to $1000 base on perpetuity license. This could significantly goes up to around $800 to $5000 depending on the features that will go together with the software.
     
    Here are three Help Desk solution providers with their offered packages and the equivalent pricing model.
     
    Kayoko Fusion:Solution can be purchased as a downloadable package for $999, or hosted for $49 per month per seat for the hosted version.
     
    Help Desk Pilot:Packages start at $399.95 for the Standard package, which supports up to five users, and go up to $1,799.95 for the Enterprise package, which features unlimited report customization and support for up to 30 users.
     
    PerlDesk:Small Business License is available for a one time fee of $199.99 and supports up to five users. Enterprise License is available for a one time fee of $499.99 and supports an unlimited number of users.
     
    For more information about Help Desk solution providers, visit our website at ITQlick.com. We have a wide range of solutions for you to check or inquire to us about.
     
    Market Trends
    With the advent of Social Networking Sites (SNS), Help Desk software solutions can now be integrated with Twitter and Facebook.
     
    Because of the increasing customer demand for support, many companies are moving to the 24/7 operation setup and this trend will continue over the next five years. Phone-based interaction is still the preferred Help Desk support by many customers than any other options available.
     
    Cloud-computing is just beginning to explode and this trend is truly bringing a lot of benefits to the Help Desk industry. On top of that, more and more companies are choosing cloud-based Help Desk solutions.
     
    As you know, the list of solutions provider we presented in this Buyer’s Guide is just a small portion of the entirety. More innovative providers are showing up and they are here to offer new software applications that will provide easier user interface.
     
    With all these influencing trends at hand, selecting the right Help Desk solution for your business is still never been too late.
    Finding the right Help Desk software for your business
    Proper Help Desk software selections are the precursor to successful deployment and business growth. Finding the right Contract Management solutions doesn’t have to be complicated, and it doesn’t have to take days or weeks of your time.

    After researching over 2,000 systems, we can identify the best solution for companies of all shapes and sizes. ITQlick.com is 100% free for software buyers.

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    Freshdesk 8 Alternatives