Freshdesk Software Pricing & Features

Freshdesk

Online Customer Support Software & Helpdesk Solution

4.49/5 (1,276 reviews)

Freshdesk overview

Freshdesk is a SaaS based customer support software designed to provide businesses of all sizes with the tools they need to wow customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations, self service portals, community forums and more.

A full-fledged cloud based customer support solution, and built with an emphasis on usability, Freshdesk offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents.

Freshdesk offers four pricing plans: Sprout is ideal for small businesses, and is free forever for unlimited number of agents. Businesses that want to go proactive with customer support can avail the Blossom plan for $19/agent. For $35/agent, the Garden plan is targeted at businesses that are growing and diverging into multiple products. The Estate plan ($49/agent) is for larger enterprises that care about providing their customers a personalised support experience. We also recently added a more comprehensive Forest plan ($89/agent).
www.freshworks.com

Pricing

Pricing options
Free
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 8 other markets, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom

Supported languages

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 14 other languages, Dutch, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish
Freshdesk screenshot: Email Ticketing What is Freshdesk?Freshdesk screenshot: Email Ticketing - AgentsFreshdesk screenshot:  LeaderboardFreshdesk screenshot: Self ServiceFreshdesk screenshot: LanguagesFreshdesk screenshot: SecurityFreshdesk screenshot: Portal CustomizationFreshdesk screenshot: Social - Twitter

Freshdesk reviews

Value for money
Features
Ease of use
Customer support
  4.4
  4.3
  4.5
  4.5
John N.

Great for Support Tasks

Used daily for 1-2 years
Reviewed 2018-11-30
Review Source: Capterra

Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on. It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD. I wish they had: -more options for scenario customization -more options for keyboard shortcuts/customization === They have a decent customer support team that responds relatively quick(within 24 hours).

Read the full review


Freshdesk

Online Customer Support Software & Helpdesk Solution

Alan McRae

Freshdesk can help you manage & grow your MSP business

Used daily for 2+ years
Reviewed 2018-11-04
Review Source: Capterra

Freshdesk helped BootUp LLC to get on top of their user help desk support problems, and this NYC-based MSP is now poised to grow its client base by hiring more technical staff and expanding its support offerings. Our collective experience with Freshdesk has been extremely positive, and we recommend it wholeheartedly!Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians. Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls!

Read the full review


Freshdesk

Online Customer Support Software & Helpdesk Solution

Alex Wyatt

Great tool, even at the lower price tiers

Used daily for 6-12 months
Reviewed 2018-11-03
Review Source: Capterra

Overall, my gripes are relatively minor, and for the most part have usable workarounds. FreshDesk has proven an invaluable tool for our small team, and I would recommend it to anyone looking for a solid ticketing system. In fact, I already have!The interface clear and navigable, making it simple to switch from our old ticketing system. It's easy to work together on a single ticket, especially with the ability to create Private Notes visible only to agents. Email templates help speed things up, and time-based rules ensure that tickets don't sit idle too often. Also handy are the apps that allow you to expand some of the functionality or customize features. While the ticketing features are handy, I've recently started delving into the "Solutions", aka knowledgebase. It's easy to format, and gives you some flexibility with HTML. I think we'll be able to leverage it for some very useful tutorials. In the meantime, we have a single page with a picture from The IT Crowd captioned "Have you tried turning it off and on again?" Finally, I'd like to give kudos to FreshDesk support. They are very responsive, usually replying within a couple of hours. I don't think we've had a single ticket stay open (waiting for reply) for more than a day. As an example, another organization we support had difficulty getting outgoing email working. FreshDesk's DKIM service wasn't functioning properly, making it impossible for them to send mail from the tool. They identified the issue quickly, and were able to address the underlying technical issues in a satisfactory timeframe. Overall we haven't had many problems, but where we've had them, they got fixed or explained to our satisfaction.

Read the full review


Freshdesk

Online Customer Support Software & Helpdesk Solution

Kai Gouthro

Fresh, Works.

Used daily for less than 6 months
Reviewed 2018-10-09
Review Source: Software Advice

get it if you can afford it and have the team to support it. otherwise if you're just one? walk away son,.... you're done.If you're looking for something that has just the smallest amount of customizing but is built very polished right out of the box, this is your product. The integration with the suite is nearly flawless, and I gave it a solid 2-month trial to see if it was right for me. The only reason it wasn't is that I'm a solopreneur, and as counterintuitive as it might sound, Freshdesk can easily be run by one person or 500. it's that scalable and built with the intent that a small team could be comprised of 4-10 people, and every single part of the software you can master in two weeks, and yet still find it surprisingly comfortable.

Read the full review


Freshdesk

Online Customer Support Software & Helpdesk Solution

Alok Sharma

Far better than the rest!

Used daily for 2+ years
Reviewed 2018-08-28
Review Source: Capterra

I have tried and worked with various competing helpdesk software's (both SaaS and Self Hosted), but Freshdesk is simply amazing and outstanding. I was up and running in less than 2-3 minutes. Yes, you heard it right, less than 2-3 minutes.The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface. Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.

Read the full review


Freshdesk

Online Customer Support Software & Helpdesk Solution

Freshdesk pricing

Pricing options
Free
Free trial
Subscription
View Pricing Plans

Freshdesk is priced per support agent per month, and has 5 different plans.

Sprout - $0 (unlimited free agents).
Blossom - $19 per agent per month.
Garden - $35 per agent per month.
Estate - $49 per agent per month.
Forest - $89 per agent per month.

A discount is offered for annual billing.

Pricing Comparison

How does Freshdesk compare with other Customer Management apps?

Subscription plan?

Freshdesk



96% of apps offer a
subscription plan

Free trial?

Freshdesk



84% of apps have a
free trial

Free plan?

Freshdesk



27% of apps have a
free plan

Pricing Comparison

Customer Management app prices shown are $/month

Please note: For comparison purposes the price for Freshdesk has been scaled monthly. Actual price is $/per year




Freshdesk Pricing Reviews

Pros
  • Freshdesk comes in at a more value price than others.
  • customer service very easy perfect design cheap excellent features
  • The UI and UX of freshdesk is so clean, and makes it easy to keep on top of all customer support related issues.
  • I like that this app definitely maximizes my day to day efficiency buy having canned responses for common questions from customers.
Cons
  • some minor mistakes
  • Low customization like in the reporting tools.
  • Could be cheaper per year per agent, but it is in the industry average.
  • Have tried all the other competitive software and for the price/value, this is unbeatable. No cons.
98%
recommended this to a friend or a colleague

Freshdesk features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Automatic Reminders
CRM Integration
Custom Fields
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Integration
Reporting & Statistics
Social Media Integration
Third Party Integration

Calendar Management (142 other apps)
Contact Database (106 other apps)
Customer Database (116 other apps)
Electronic Payments (112 other apps)
Mobile Integration (117 other apps)

Competitor Feature Comparison

API
Absence Management
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Assignment Management
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Gamification
Graphical Data Presentation
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Time Tracking by Client
Timer
Trouble Ticketing
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Absence Management
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Assignment Management
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Gamification
Graphical Data Presentation
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Time Tracking by Client
Timer
Trouble Ticketing
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Absence Management
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Archiving & Retention
Assignment Management
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Gamification
Graphical Data Presentation
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Management
Performance Reports
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Time Tracking by Client
Timer
Trouble Ticketing
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App

93 reviews

See all iPhone Apps

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App

0 reviews

See all Android Apps

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#6 in Customer Service

View full ranking
72
19
17
18
18

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Freshdesk also features in these categories:

GetApp Analysis

Freshdesk offers a host of tools for sorting and prioritizing help requests in a more efficient manner. The help desk software augments two-way communication between your customer services reps and their clients, providing a more user-friendly experience to both staff and customers. Freshdesk helps small to mid-sized companies build a fully-functional help and support desk through their highly customizable, cloud-based software.

This help desk and customer support application is adaptable, allowing a business to customize their Freshdesk sites with company logos and other elements specific to their business, as well as to define their business rules and processes. The software’s core functionality is centered around its ticketing system which sorts through customer help requests, distributing ticket numbers to each client and routing them to the correct agent, whilst assuring them that am agent will be with them promptly.

You can support your customers through multiple mediums using Freshdesk, inclusing phone, email, your website and social media such as Twitter and Facebook. Freskdesk also offers your customers a self-service portal through which they can find solutions to common issues, get access to articles and company documents, and view shared tips left by other users.


What is Freshdesk?

Freshdesk offers a way for businesses to organize, prioritize and sort client requests without expanding their work force. Though a smart ticketing system and the ability to set custom business rules, customer experiences can be tailored to match each client. Freshdesk also provides your clients with the ability to help themselves, by automatically creating a company knowledge-base based on archived emails, conversations and ticket resolutions. The knowledgebase can be designed to reflect your company´s branding.

Freshdesk offers a number of customization tools. Upon signing into Freshdesk, you will be given a unique URL to reflect your company name. Alternatively, you can set up Freshdesk to point to your preferred domain. The Freshdesk help desk solution also includes a customizable dashboard that gives users a summary of all tickets and recent activities. Freshdesk is multilingual offering customer support tools in 18 languages, including popular languages such as Spanish, French, Italian, German, Portugese and Polish. Multi-time zones are also supported.


Who is Freshdesk for?

This customer service solution is suited to any small or mid-sized business that requires a fully functional help or support department without the associated costs. Freshdesk is also suited to startups and freelancers, providing a free plan that includes up to 3 agents.

Freshdesk provides a way to speed up customer support, automating certain laborious tasks such as sifting through requests and allocation tickets. This solution helps businesses interested in reducing man hours who wish to enable their staff to focus on just the most important tasks.


Main features

Ticketing System

Freshdesk provides an automated ticketing system which reads and sorts through all incoming tickets, assigning them to the most appropriate representative,.

Freshdesk uses a common policy called SLA (service level agreement), with pre-defined parameters for service workflows. You can use a standard SLA policy for all of your customers, or you can also create custom SLAs for priority customers with specific needs and requirements. Through the Ticket tab you can set all your ticketing rules and workflows for your ticket system.

In order to keep the lines of communication between your team and your clients in need of help open, Freshdesk allows you to transform your company email into support tickets. These emails are set up as automatic response to requests emails, letting your clients know that their request has been received and queued, and that an agent will contact them promptly. You can also define behavioral rules for requests so that certain tickets are routed to the most appropriate support personnel.

Consistent Branding

Freshdesk gives you the option to use your own branded email address when sending request responses, rather than the one that Freshdesk automatically assigns you when you first sign in. To help ensure that your help desk emails are not treated as spam, Freshdesk recommends that you create an SPF record of your emails in your DNS zone file if you are using your own domain.

Freshdesk’s FreshThemes feature enables companies to offer a consistent visual experience across their company and helpdesk webpages. This can be done through pre-defined themes or you can customize themes through the use of Javascript and CSS code.

Self Service Portal

Freshdesk’s Self Service Portal provides your clients and agents with a singular place to find all the information they need to get answers to the most frequently asked questions with a knowledge-base of technical and training advice. The Self Service Portal in Freshdesk serves as a space that holds all your important company documents, such as fact sheets, company handbooks, and brochures, as well as self-help tips and articles. You can create a knowledge-base for either public consumption or exclusively for staff, or both.

Through the use of forums, Freshdesk continues to encourage conversation and feedback between your help desk team and your clients. The Forum section provides several tools to keep these lines of communication open. Tools included within the forum section include Announcements, Report a Problem, Tips and Tricks and Feature Requests. You can use these tools to post important updates and make announcements, as well as to receive feedback from your colleagues and clients. Within each of these tools you have the ability to create a topic, you can input information to each topic and save it within the portal for further discussion.

Multi-Channel Support

Freshdesk helps users to automate tasks and save on ticket resolution time through integration with multiple platforms. This includes email integration, a feature which allows agents to manage, update, reply to and assign tickets directly from their email accounts as requests come in. You can configure the settings in Freshdesk so that all emails sent to your account are logged as tickets, they can then be categorized, prioritized and assigned to the correct agent. You can also set up automated email actions such as sending acknowledgement emails or notifications.

Another emailing features of Freshdesk includes “Email to Knowledge base”. This feature automatically converts email threads or ticket replies into articles in the knowledge base article. These emails are saved as drafts which can be edited before sending them to the knowledge base for publication.

Other channels supported by Freshdesk include social media platforms such as Facebook and Twitter. You can be notified of all customer activity associated with your brand on either channel and reply directly to these in real time. You can also use Freshchat, Freshdesk’s live-chat solution and Freshfone, the software’s integrated voice telephony system to provide further support channels to your clients, as well as to track tickets from multiple sources.

Enhanced reporting

The Freshbooks software offers a number of reporting features for measuring time and productivity. These features include an integrated time tracking tool which allows your agents to measure the time they spend on various support tasks. This tool can use this information to automatically generate time-sheets, even differentiating between billable and non-billable time spent.

Agents can assign themselves to tasks and then start the task timer to measure the time spent on each task. Admin supervisors can also assign agents to specific tasks, subtracting and adding total time spent on overall ticket resolution. Freshdesk data can be automatically fed to other third-party applications, including Freshbooks or Harvest, and compiled to generate client invoices and payments.

Freshdesk’s At-a-Glance Reports feature allows you to get a quick overview of the activity of you entire helpdesk, as well as individual customers, agents and teams. Freshdesk also provides reports that let you identify your top performing agents and teams, as well as your based clients. You can use this tool to compare agents and customers using key metrics to see how they perform against each other.

Advanced Notifications

The Freshdesk help desk solution includes an agent collision prevention feature. If another agent opens up a ticket you are working on, you will be alerted through a flashing icon next to your open ticket. If another agent is already writing back to a customer, a pen icon lights up on the screen to inform you of this. If you have a ticket open and an update occurs, then the refresh icon will light up. If you click on this you will get access to all the latest information associated with that ticket.

The “Ticket Watchers” feature alerts you to tickets that are of specific interest to you. For example, this might be a ticket that was assigned to you at an earlier stage, or one that addresses your area of support. You can set up email notifications associated to ticket topics and specific ticket activity. With this information, your sales teams can prepare valuable metrics for use during their next call with a client.

Gamification of your Helpdesk

One of the newer features that Freshdesk added last year includes Freshdesk Arcade, providing the ability to gamify your help desk activities. By using the Freshdesk Arcade feature you can incentivize your staff to meet targets and send staff on certain “quests” to earn points. The tool will reward teams and agents based on a point system that determines the quality of their service performance, based on speed and customer satisfaction.

For example, teams or agents that solve customer issues in a more timely manner get certain badges, virtual trophies and a number of points that send them climbing up the leader board, an appropriate reward system can then be determined by the company.


Integrations

Freshdesk offers a growing number of 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.

Freshdesk also offers a service called Freshplugs so companies can create custom integrations.

Freshdesk also has a help-desk plugin for its mobile app called MobiHelp that comes in the form of both an Android app and an iOS app. The app functions on all mobile devices including iPhones, Androids, iPads and Blackberries.


Pricing

Freshdesk offers 5 different pricing plans. The most basic plan is the Sprout plan which is offered for free and can be used for up to 3 agents, it includes email support, phone support and a knowledge base. Additional agents on the Sprout plan costs €12 per month.

The Blossom plan costs €14 per agent per month and includes social support, community forums and game mechanics. The Garden plan costs €20 per agent per month and include live chat, multiple products and multiple locations. The Estate plan costs €32 per agent per month and includes enterprise reports, portal customization and custom agent roles. The Forest plan costs €56 per agent per month and includes IP whitelisting and custom email servers.

A free trial is available for 30 days on the Estate plan for an unlimited number of agents.


Bottom line

  • Use the Solutions section to create a public or private company knowledgebase
  • Automatically route tickets to the correct agents and teams with the Dispatch’r
  • Define specific SLA policies for priority customers for speedier resolution
  • Convert email threads, replies and tickets to knowledgebase articles
  • Customize and brand your own unique Freshdesk page with its own URL
  • Available in 16 different languages, and includes dozens of integrations
  • Ability to gamify your helpdesk to reward your top agents
  • Freshdesk’s mobile plug-in app is compatible with all mobile devices

Videos and tutorials

Additional information for Freshdesk

Key features of Freshdesk

  • Community portal
  • Multiproduct support
  • Smart automations
  • Insights & powerful reports
  • Live chat channel
  • Knowledge base
  • Customer self service portal
  • Integration with Google Apps, Salesforce, SugarCRM, and more
  • Scheduled reports
  • Community forums
  • Embeddable help widget
  • Facebook & Twitter channels
  • Integrated game mechanics
  • Event-triggered workflow automations
  • Single Sign On (SSO)
  • Surveys to measure customer satisfaction
  • Automatic email notifications
  • Ticket export
  • Agent collision detection
  • Filtered search
  • Tags for tickets, solutions and contacts
  • Automatic, skill based & load balanced ticket assignment
  • Business rules management through SLAs
  • SLA reminders
  • Customizable ticket forms
  • Custom contact & company fields
  • Agent & group performance reports
  • Role-based dashboards
  • Customizable agent roles
  • Custom ticket statuses
  • Canned responses
  • Scenario automation
  • Linked tickets
  • Portal customization
  • Activity log

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 us, send us a tweet or just call us.