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ORGANIZATION

Freshdesk

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A Cloud-Based Customer Support Platform

About

Freshdesk is a cloud-based customer support platform that was founded with the mission of enabling companies of all sizes to provide great customer service.

Overview

Their goal is simple: make it easy for brands to talk to their customers and make it easy for users to get in touch with businesses.

Create a seamless self-service experience

Social Media

Facebook
Twitter
Youtube

Pricing

Plans

  • Freshdesk is priced per support agent per month and has 4 different plans.
  • Sprout – free
  • Blossom – $15/agent/mo
  • Garden – $35/agent/mo
  • Estate – $49/agent/mo
  • Forest – $99/agent/mo

 

Pricing model:

Premium and Subscription

Free trial:

No free trial offered

Key Features

  • Ticket Management
    – Email ticketing
    – Reusable replies with canned responses
    – Automatic solution suggestion
    – Automatic email notifications
    – Custom ticket views
    – Add tags to tickets, solutions and contacts
    – Merge tickets
    – Add public and private notes to tickets
    – Add watchers to a ticket
    – Assume identity of other agents
    – Export tickets
    – Time tracking
    – Integrated customer satisfaction surveys
    – Agent collision detection
  • Multi-Channel Support
    – Freshdesk’s Integrated phone channel
    – Multiple incoming and outgoing mailboxes
    – Add unlimited Twitter accounts
    – Add unlimited Facebook pages
    – Freshdesk’s Integrated Live Chat
    – Facebook in-sync app
  • Helpdesk Automation
    – Automatic ticket assignment using Dispatch’r
    – Time-triggered automations using Supervisor
    – Event-triggered workflow automations with the Observer
    – Multi-task workflows with one-touch Scenario automations
    – Email commands
    – Automatic ticket assignment within group (Round robin)
  • SLA Management
    – Business rules management through SLAs
    – Escalation email for SLA violation
    – Multiple business hours
    – Multiple SLA policies
    – Product, group and company level SLAs
    – KNOWLEDGE-BASE
    – Email to knowledge-base
    – Ability to edit meta title, description and keywords
    – Suggested solutions
    – COMMUNITY FORUMS
  • Mobile Customer Support
    – Freshdesk for iOS
    – Freshdesk for Android
    – Mobile optimized HTML5 app
    – MobiHelp
  • Multi-Language & Multiple Time-Zones
    – Multiple customer portal Languages
    – Multiple agent portal languages
    – Dynamic email notifications
    – Multiple time-zones
    – Multi-product
    – Product-level knowledge-base and community forums
  • Ticket Forms
    – Customizable ticket forms
    – Dependent fields in ticket forms
    – Customizable popup and embedded Feedback widget
    – Integrated game mechanics
  • Reports
    – Exporting reports
    – Basic reporting
    – Advanced reporting
    – Enterprise reporting
  • Customizations
    – Access to FreshPlugs gallery
    – Public customer portal customization
    – Custom domain mapping
    – Full CSS customization
    – Customizable agent roles
    – Complete layout customization
    – Access to Fresh Themes gallery
  • Security
    – Single Sign On
    – Single Sign On with SAML
    – Custom SSL certificates (one free)
    – IP Whitelisting
    – Custom Email Servers
  • Integrations
    – CRM apps
    – Email marketing
    – Satisfaction surveys
    – Time tracking and invoicing tools
    And other 30+ applications

Benefits

  • Intuitive – Freshdesk is refreshingly easy to use, and takes very little time to get started with – if you need something it’s right there where you need it.
  • Integrated game mechanics – Turn every ticket into a chance for agents to score points. Support managers can even set up quests for agents to complete specific tasks like filling up the knowledge base, etc.
  • Affordable pricing – Freshdesk is free forever for three agents. Four other affordable plans for you to choose from as you grow.
  • Configurable and customizable- A gallery of themes to choose from to make your customers feel at home, and the ability to automate workflows and manage escalations
  • Great support – If you ever have a problem, you can write to them, send them a tweet or just call them.

Reviews

More...

Suited for any small or midsize business that requires a fully functional help or support department without the associated costs.

This customer service solution is also suited to startups and freelancers, providing a free plan that includes up to 3 agents.

“Create a self-service experience that supports your brand and improves customer satisfaction.”

zindo+co

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