Freshdesk is a completely customizable set of tools that offers all the features and functionality which a modern help-desk requires. From robust multichannel capabilities, smart automations and advanced ticketing through to integrated game mechanics, Freshdesk is a forward-thinking solution that provides quality cloud based customer support.
Freshdesk provides a streamlined and well structured help-desk solution that is both productive and easy to manage. It uses a smart ticketing system that sorts through all incoming tickets and organizes, prioritizes and sorts client requests and assigns them accordingly. Freshdesk also makes good use of a company knowledge base, which auto updates to include data from archived emails, conversations and ticket resolutions. Freshdesk’s knowledge base feature works very well, with a comprehensive article archive that is streamlined, simple and easy to navigate from both the agent’s and customer’s side. This is a really useful feature of Freshdesk as a support department with a wealthy knowledge base usually receives less customer requests.
Advanced TicketingFreshdesk provides an automated ticketing system that sorts through all incoming tickets and assigns them accordingly. By using standard SLA’s that have pre-defined parameters for service workflows or custom SLA’s for priority customers with specific needs and requirements, all of your customers can be given the highest level of customer service available. This can be customized and configured via the Ticket tab. From there it is easy to set all your ticketing rules and workflows that you need.
Multi-Channel SupportFreshdesk has been designed to automate tasks and save on ticket resolution time via multiple platform integration. The main avenue is through configurable email integration. This very useful Freshdesk tool allows agents to manage, update, reply to and assign tickets directly from their company email accounts. Freshdesk allows you to configure these requests so all emails sent to company accounts are logged as tickets. These, in turn, can be categorized, prioritized and assigned to the correct agent, and because you can define behavioral rules for requests, tickets will always go to the correct support agent.
One very handy feature of Freshdesk is ‘Email to Knowledge base’. This tool can be set to automatically convert email threads or ticket replies into articles for the Knowledge base archive. This data is saved as draft information that can be edited before publicising it in the Knowledge base.
Social media platforms such as Facebook and Twitter are also supported by Freshdesk. This is a very useful tool, as you have the means to reply to urgent requests from these channels in real-time. Freshdesk also has a live-chat solution called Freshfone, Freshdesk’s integrated voice telephony system. With Freshfone you are able to track tickets from multiple sources and provide further support channels to your clients.
GamificationA really cool feature worth mentioning is Freshdesk’s gamification tool. With integrated game mechanics, team leaders and managers can keep all members of their team motivated. With this tool, support tickets become stepping stones to advance up the leaderboard. Freshdesk Arcade turns normal tasks into game missions. You can create Quests to make sure the tickets that are the highest priority get done quickly. The system rewards agents with a selection of badges for the best performers. these badges are then displayed on their help desk profiles.
IntegrationsFreshdesk offers an ever expanding number of both native and 3rd party integrations. Native integrations include Facebook and Twitter; Saleforce, Highrise, Zoho CRM, Sugar CRM and Capsule; Freshbooks and Harvest; Atlassian from Jira; Google Analytics, Google Calendar, Gmail Gardets, Google Hangouts and Google Drive; HelpOnClick and Snap Enagae; MailChimp, Campaign Monitor and Constant Contact; Olark, Survey Monkey, Dropbox, Zapier and Shopify, among others. Third party integrations include Magento, Talkdesk, Kipfolio, Pipeliner, OneSky, Userlike, Woo Themes, Timecamp, and Fromcrafts.
Custom integration are also available as Freshdesk provides a service called Freshplugs. Conveniently, Freshdesk also has a mobile help-desk plugin called MobiHelp, which is available for Android and iOS platforms.
PricingFreshdesk uses a subscription pricing model with a Free Trial available (No Credit Card required). It is well suited to all users from freelancers through to mid sized businesses. Freshdesk is priced per support agent per month, and has 4 different plans to choose from; Sprout - $15 per agent per month (first 3 agents free). Blossom - $29 per agent per month. Garden - $49 per agent per month. Estate - $79 per agent per month. The Blossom plan includes social support, community forums and game mechanics. The Garden plan includes live chat, multiple products and multiple locations. The Estate plan includes enterprise reports, portal customization and custom agent roles.
Bottom LineFreshdesk is a well managed service desk solution that offers a streamlined and intuitive web interface. It has a good online help section, native and custom integrations, and a mobile help-desk plugin. With cool features like Freshdesk Arcade, automated IT tasks and ticketing, and multi language support, Freshdesk is a great choice for businesses of all shapes and sizes.