Freshdesk

Freshdesk has always been better than the other help desk software we have looked at over the past few years.

Freshdesk is only made for small businesses, while Freshservice, an enterprise product from Freshworks, is made for bigger companies.

The app gives users a number of choices to help them get the best service possible.

Friction happens when customers have to wait to get answers to their questions or have their problems solved.

Freshdesk does a great job of reducing the chances of getting frustrated on many fronts.

Freshdesk and its rival, Zoho Desk, were both named Editors’ Choice winners again for their cutting-edge features like gamification and multiple touchpoint channels.

Freshdesk is the customer service program that Freshworks uses .

This customer relationship management system can be used as either a call center or a hub for sending and receiving messages.

By reading our in-depth study, you can find out if Freshdesk is the right customer relationship management tool for your business.

Freshmarketer and Freshsales are better for marketing and sales, respectively, but Freshservice is better for IT help.

We suggest Freshsales Suite (opens in new tab) if you want a CRM that can handle both sales and marketing.

When used right, Freshdesk could help your company give great customer service.

The program is much easier to use than other CRMs like Zendesk, and you can use it to handle email tickets, live chat support, and a contact center.

It has a lot of helpful features for team contact, like a central inbox and automatic request handling.

The program also has advanced reporting tools, but it will take some time and work to learn how to use them.

If your company has a small budget, Freshdesk might not be the best choice for a help desk. But if you can afford it, it is one of the best customer relationship management tools on the market right now.

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Freshdesk Description

Blossom, Garden, Estate, and Forest are the names of Freshdesk’s price tiers. Support tickets sent by phone (through a Freshcaller link), email, or social media (Facebook and Twitter) can all be handled with the Sprout plan, which is still free for an unlimited number of agents but has fewer features.

The free version also has basic automation and access to a private and public knowledge base.

Customers who need their instance of Freshdesk to be in a certain area can choose where the data center is that will host their instance.

Blossom’s $15/month collision detection and traffic cop features make sure that no two agents react to the same ticket at the same time and that agents always have the most up-to-date information on open tickets.

You can also get more connectors, more complicated automation and workflow, customizable ticket displays, and SLA management basics from the Freshworks Marketplace.

Since we last looked into it, the price per agent per month for the Garden tier has gone up to $35.

This subscription gives you “customer 360” tools like time tracking, ticket templates, customer happiness surveys, ready-made forms, and email escalation for SLA violations.

These let you see what items from the knowledge base the customer has read, as well as any other information you have about the customer, when you are looking at a ticket for that customer.

Estate costs $49 per agent per month and comes with Freshdesk’s AI engine, Freddy, as well as features like custom customer satisfaction surveys, advanced ticket assignment methods (round-robin and load-balanced), shared ticket ownership, multiple SLA policies, dynamic ticket forms, product support, and more.

Freddy makes it easy to add bot-centric user connections like voice chat and smart phone-based IVR systems that are run by bots.

Freshdesk’s main goal is to help customers outside of the company, just like how Gorgias works on e-commerce platforms.

The main goal of the software is to simplify as much of the customer service process as possible, mostly by using bots. Chatbots and self-service tools will be able to answer most customer questions quickly and easily.

Gamification is a well-known part of the platform, and it continues to be a popular feature that helps customer service workers break up the monotony of their workday.

Freshdesk Arcade has a feature that no other help desk software has, and that is a game.

Arcade has leaderboards for closing tickets and badges for top agents and those who meet certain goals.

Also, because Arcade is flexible, you can set your own point values for things like tickets being solved in less than an hour, problems being solved within the SLA time, or point deductions for solutions that come too late.

When choosing a solution, it’s important to know how a help desk tool handles new and closed tickets.

You can look for tickets in Freshdesk based on their status, like “open and pending,” “overdue,” “urgent,” or “high priority.”

This makes it much easier to look through a large number of tickets, whether you’re shopping for your own tickets or managing a bigger pool for your team.

You can also sort tickets by unique category fields you’ve made for your company or product.

As of this writing, the new statistics feature of Freshdesk is still in the works.

For this reason, the usual way of reporting will be phased out. The main goal of the new feature is to find patterns and trends that would not be found any other way.

This is a great addition to the smart reporting based on specific searches that the reporting module already has.

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