Freshdesk REVIEW by reviews.financesonline.com

What is Freshdesk?

Freshdesk is an award-winning cloud-hosted help desk solution with useful features and exceptional customer service. It won FinancesOnline Best Help Desk Software Award for 2017 as well as the Supreme Software Award for the same year and is currently no. 1 solution in our help desk software category outperforming such tools as Zendesk and Desk.com. Freshdesk also offers a great free trial plan that allows you to test all key features of the service.

The software is designed to meet demands of both small businesses and large companies. Its most significant features are: multichannel capability; integrated game mechanics to increase agent productivity; multiple SLA policies, smart automations; and self-service portals.

The solution also includes standard features, such as, help desk ticketing, knowledge base, and community platform. Once set up, Freshdesk turns your support emails into tickets that you can track for rapid and accurate response. Furthermore, the solution gives you flexibility to link forum questions to a ticket and vice-versa, allowing you to create a more streamlined set of answers and replies.

Freshdesk has integrated Live Chat, Phone Support, and Game Mechanics. It also works with legacy productivity tools and your CRM when you need to pull out customer information. Likewise, it works with popular help desk and multimedia apps, such as Google Apps, YouTube, Slideshare and other widgets that can spice up your knowledge base.

Freshdesk has apps for Android and iOS so you can take your help desk anywhere you go.

A detailed review of Freshdesk prepared by our experts is also available with a thorough analysis of Freshdesk capabilities and features.

Overview of Freshdesk Benefits

Email

Give your inbox a team-wide support by putting all your agents on board a single panel with status updates of each customer email. Agents can collaborate, help each other, and ensure no email is left unaddressed.
Prevent two agents shooting the same response to a single customer with Freshdesk’s proactive agent-collision detection

Ticketing

Label tickets fast and accurately and route them immediately to the right person for quick response and resolution.
Customize your tickets and fields with ticklers in a snap that make sense to your business

Automations

Automate your support from dispatching tickets to resolution, while making sure everything is categorized, assigned, and prioritized properly

Social

Quickly track down customer posts about your product in social media and address issues that can escalate, or build on opportunities to promote your product
Support team gets visibility across Social channels

Knowledge base

Help your new agents provide the right answers. Freshdesk intuitively suggests answers from your knowledge base based on customer queries.
Make your customers more engaged by helping them sort the answers by themselves with Freshdesk self-service portal, and watch your support workload reduced

Community

Build a community of passionate customers with Freshdesk by creating a section on tips, advice, shared best practices, and exchange of ideas among them.

Time-tracking

Keep tab of your agents’ turnaround time for each customer and identify patterns, trends, bottlenecks, and opportunities to further improve your support

Multi-product

Set up an exceptional support system across your products; one solution for different brands

Global support

Support customers across different time zones and languages, from Tokyo to Moscow, with Freshdesk’s language and global time features

Insights

Get a complete overview of your support with drill-down tools to get to the root
Get customer feedback to measure your support performance with Freshdesk’s Customer Satisfaction Survey

Game mechanics

Motivate your agents with game-inspired mechanics that keep score of their performances

Depth in multi-channel features: Freshdesk is focused on making sure it offers a broad set of features for every channel a customer support team wants to engage with users in. Freshdesk comes with excellent support for traditional channels such as email and phone as well as modern channels like chat, forums and social media, with a ticketing helpdesk that is tightly integrated with all these channels.

Each Freshdesk account can have multiple custom mailboxes associated with it, allowing the support team to manage all their support emails in one place. Support queries that come into the helpdesk can be automatically categorized, prioritized, and assigned while multi-level SLAs ensure every ticket is attended to well in time.

Freshdesk’s social media integration is top-notch as well: with support for Facebook pages, an in-sync Facebook support center, streams to keep an eye on what the world is talking about a company, and a social tab that works on mobile, Freshdesk’s support desk compares well with its competitors for businesses that want to deal with a young customer base.

Freshdesk’s built-in phone channel, that is extensively integrated with the helpdesk, is the first of its kind in the market. Businesses in 37 countries can set up a call center affordably in less than 15 minutes, without having to invest in expensive infrastructure. Localized phone numbers, customizable IVRs, call routing and transfer enable easy workflows with respect to phone support. The integrated live chat solution is another channel that enables real-time conversations with customers by means of a chat box that can be placed anywhere on the page.

The feedback widget and support portal are simple ways for customers to easily raise issues with the support team. The portal is readily integrated with the knowledge base and forums, making it a one-stop destination for customers to reach out for help, find answers, or discuss ideas about the product with the community. It can even be optimized for search engines so that customers can find what they need from anywhere

Gamification: Businesses often choose Freshdesk not just because it is easy to set up, learn, and use, but also because the internal game mechanics turn an otherwise boring and thankless customer support job into a fun game for agents. Employees in customer support often use gamification as a motivation tool to compete with their own colleagues when solving issues reported by customers. With gamification emerging as a strategy across the world to boost engagement among employees and consumers, Freshdesk’s internal game mechanics helps agents engaged in their otherwise monotonous tasks, and is a differentiator in a crowded help desk market.

Global customer support: Freshdesk makes it easy to scale support across multiple products, languages, and timezones.

With multi-product support, all customer support queries can flow into the same helpdesk and get categorized and assigned to specific agents or teams, with ease. Each product can have specific assignment rules, different email notifications, customized SLAs etc. associated with it in addition to having their own support portal with a dedicated knowledge base and community forum.

Freshdesk comes with support for 26 different languages out of the box, and lets each agent customize their languages individually. Agents can also schedule work hours according to their local times by setting multiple business hours for each team, shift, or location. Similarly, distinct SLA policies can be set for every product, department, or company that the helpdesk supports, with automatic escalation emails to track violations

High customizability: Businesses can choose to set up the support portal to suit their brand by adding logos, bringing in colours, and even rewriting the HTML in the portal pages to correlate with the look and feel of the company’s website, with minimum effort and very little time expended. Freshdesk works for any kind of company – startups, small and medium businesses, and also enterprises

Extended support with integrations: Freshdesk is integrated with 60+ productivity, eCommerce, CRM, cloud storage, and collaboration systems to empower support teams with rich information about their customers. With a majority of its customers using a variety of cloud-based suites already, these integrations often help clinch deals in modern organizations. Freshdesk’s tight integration with Google’s suite of products makes it the ideal choice for businesses that rely on the Google for work suite to run their operations. Collaboration between sales and customer support teams is a lot more easier for a significant percentage of businesses who have chosen to integrate their CRM systems with Freshdesk.

Manage Customer Queries Efficiently: Freshdesk offers multiple support channels such as phone and email, as well as social media, chats, and forum. The software lets you see all queries fast and identify the right type of response for each query. No matter which channel customers use, all support queries are converted into tickets in one place. From this single dashboard, you can prioritize and assign the tickets. Plus, you can set priorities based on your service level agreements (SLAs). For instance, premium plan customers get 24/7 response, while starting plan tickets are scheduled on business hours. Plus, customers can make use of the support portal, knowledge base, and forums to resolves issues on their own.

Robust Yet Easy-to-Manage Ticketing: Freshdesk is easy to use and yet offers enterprise-grade ticketing that is used by big organizations such as Cisco, Toshiba, Boss, and 3M. Small businesses can opt to use Freshdesk because the app is scalable to their growing needs. Ticketing features are accessible right inside each ticket which helps agents focus on each ticket without needing to shift to another window for tasks like status change or customer details. They can also collaborate on complicated tickets using private notes for internal communication. The agent collision detection feature helps to avoid different or repetitive responses to a single ticket.

Boost Productivity with Intelligent Automations: You can automate tasks to boost your support team’s productivity. The software offloads repetitive tasks. In many cases, FAQs can be answered with a canned response. The Dispatch’r automatically prioritizes and assigns tickets to allow the manager to focus on tracking performance. You can also set assignments based on agents’ expertise, and send automated bug reports to technical staff and refund tickets to billing. Freshdesk also pre-empts complications. The “Supervisor” checks the system for the day’s unresolved and overdue tickets, and alerts you to follow up on them. Thus, this feature can prevent bottlenecks hampering your support workflow.

Easy to Set Up and Customize: Freshdesk is easy to set up and you can add agents in a jiffy. Plus, you can set up your service level agreements (SLAs) to define ticket priorities and resolution time. The tickets can be categorized based on your SLA policy which helps you save time and manage customer expectations. You can view the most urgent issues and their allotted response time. SLA customization is a boon if you have multiple products. You can set the operational hours for different priority levels. This lets your customers know when to expect a response. You can also customize the support portal with your logo and brand colors.

Overview of Freshdesk Features

Email to Ticket Conversion
Knowledge Base
Self Service Portal
Multiple Service Level Agreement policies
Automations – Ticket routing, scenario automations
Multi-channel support, including Facebook & Twitter
Community Portal with Idea Management & Voting
Multi-product/multi-brand Support
Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
Multi-language & multi-time zone support
Satisfaction Surveys
Leaderboard & gamification

Useful Freshdesk Resources

What Problems Will Freshdesk Solve?

1. Managing chaotic email communication:

Most businesses start off with customer support by creating a common inbox and sharing access credentials with the support team members. As the team grows in size, this can get pretty chaotic with emails getting buried in the inbox, agents having zero context into issues they’re handling or multiple agents accidentally responding to the same request. Freshdesk consolidates the inbox, enabling teams to manage interactions with customers easily thanks to its streamlined ticketing interface. Agents can track who’s handling which ticket and also pull up contextual data, thus ensuring that nothing slips through the cracks. Freshdesk’s Agent Collision feature makes it simple for agents to see if someone is viewing or working on the same ticket as they are. It also intimates an agent when someone else starts typing a response to the current ticket which helps make sure that customers don’t receive different replies from multiple people on the same issue. Bearing in mind that most small business support teams have no more than two support agents sharing a single email address, Freshdesk offers up to three agents free forever on the Sprout plan which supports email and phone support.

2. Collaboration between teams on support issues:

Support agents often need to discuss about a ticket with other agents, share progress internally, or log updates for future reference. They may also need to loop in other teams, like developers or testers, on a ticket to fix bugs or analyze issues. Freshdesk lets agents add private notes to a ticket that are only visible to agents logged in to the support portal. These notes or comments can even be addressed to specific agents by notifying them as the recipient of the note. In case an agent needs a third party opinion, like that of an external vendor, on an issue, he can forward the ticket to the vendor right from within the helpdesk. Any replies from the external vendor will be included as private notes to the ticket thread. In the case of phone calls, Freshdesk provides agents with the option of forwarding the call. For chat queries, agents can route chats to the desired agent or even consult with experts simultaneously in a private agent-to-agent chat. This is most used in situations where a specific person or team specializes in fixing a particular issue.

3. Executing mundane repetitive tasks:

With email and most legacy systems, agents spend an inordinate amount of time categorizing, prioritizing and assigning issues/tickets to the right people. Another productivity drain is when customers write in with simple queries or multiple customers report the same issue and agents have to type out the same reply repeatedly. Freshdesk comes with a host of automations to reduce time, agent workload, and boost productivity. The Dispatch’r runs on every new ticket and automatically categorizes, prioritizes, and assigns the ticket to the right team. The Supervisor and Observer, which are time-based and event-based triggers respectively, can be used to set up rules to automatically send out notifications, and manage escalations and follow ups on tickets. Agents can create pre-formatted reply templates to common questions as Canned Responses and reuse them with a single click. These automated messages can be personalized by means of placeholders and unique ticket information, thus ensuring the high quality of support that all customers expect today.

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How Much Does Freshdesk Cost?

Freshdesk Pricing Plans:

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here. You can find more details about Freshdesk pricing here.

Sprout (free, unlimited agents):

Access to App Gallery
Email Channel
Knowledge Base
Standard Phone Channel
Basic Social Channel

Blossom – $19 per agent/month (yearly) or $25 (monthly)

Sprout inclusions
Advanced Social Channel
Custom Domain Mapping
Satisfaction Surveys
Time Tracking
Custom Apps

Garden – $35 per agent/month (yearly) or $44 (monthly)

Blossom inclusions
Multilingual Helpdesk
Live Chat Channel
Ticket Templates
Community Forums
Scheduled Reports

Estate – $49 per agent/month (yearly) or $59 (monthly)

Multiple Products
Garden inclusions
Portal Customization
Custom Agent Roles
Shared Ownership
Enterprise Reports

Forest – $89 per agent/month (yearly) or $99 (monthly)

Estate inclusions
Advanced Phone Channel
Custom Email Servers
EU Data Center
IP Whitelisting

*annual subscription

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorith that gathers customer reviews, comments and Freshdesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Freshdesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

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Raymond

Freshdesk REVIEW by reviews.financesonline.com

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