Freshdesk - 2018 Review

What is Freshdesk? Updated: Jan 05, 2018

Freshdesk Overview
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.

25 MUST Ask Questions Before Buying Help Desk Software

---

Freshdesk Categories

---

---

Freshdesk Features