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.
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 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.
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.
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.
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.
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.
Most popular features of all Customer Management apps
17 reviewers had the following to say about Freshdesk's features:
I've personally run a number of different IT organizations in my career and by far, this takes advantage of the best technologies and user experience interfaces to present a -usable- and full featured service to clients and engineers.
- Excellent UI - Extraordinarily easy to get started - Instant, comprehensive telephone support for admins - Features that actually deliver customer value - Low financial barrier to entry
- Email integration works perfectly, but the backend architecture leaves a lot to be desired.
Our team find it easy to use and the mobile app is also useful for dealing with issues on the move.
Easily tailored Easy to use Simple and precise interface Mobile app
Not much. My only concern could be scalability if we needed to upscale operations but that isn;t a liklihood at the moment.
Time used: 1-2 years
FreshDesk impressed me immediately with it's simple, intuitive interface and great price point.
We love the way FreshDesk interacts seamlessly with email, Facebook, and Twitter through one dashboard interface. Being able to automatically and manually assign tickets to agents, make internal notes, and alert staff to urgent tickets is a real plus
We don't use the Customer Portal, as we don't really have the staff to monitor forum posts.
Easy to use and the interface makes it possible for even non-IT people to get in and use the system, very clean cut and easy to navigate.
I liked Freshdesk but I didn't think it was really scalable to a large enterprise - It is great for startups and new organizations I like how it was cloud-based, the huge plug in offering and 3rd party apps helps solve unique situations I also liked the IM and chat tools - helps address issues quickly.
Very straightforward and easy to use.
Some forms can be cumbersome if you have a very complex issue or multi-layered issue. Customer support could be better. Really good value for the money.
Time used: Less than 6 months
The sign up feature hasn't been working correctly since I bought it.
We were in process of implementing of IT support outsourcing at the end of last year. One task was not finished - choosing of Help Desk system. After many faults we found the FreshDesk - cloud help desk in Czech localization. It has everything we need: ticket creating by mail, knowledgebase, user feedback, automatical rules and scenarios, and - last but not least - very good and fast support nad low price. We choose it and after e few month we are still happy! (Meanwhile we clarified the Czech localization.)
Very simple but usefull interface for users and agents, fast response, creating ticket by mail, good customization possibility, good support, low price, Czech language
Some functions seems to be ready for improve (we have a list of them and we will send it to FreshDesk), the upgrade period is a little bit long.
This is a simple to use, yet robust helpdesk platform that we currently utilize in two different departments within my org (IT and Maintenance), to make ticket creation and management simple. I also use this as an example when other helpdesk vendors ask me what it would take to get my business - if they can't at least match the features and price, there's no reason to have that discussion. We're customers of both the free and paid version (two separate helpdesks in use), but the introduction of both within my organization have been overwhelmingly received as positive, and our maintenance department sings its praises almost daily.
The per-agent license price is good if the free version doesn't meet your needs, and the interface is incredibly simple for end users.
I wish there was a little more ability to edit things like the ticket creation form, where I could put a line of text above a field to help explain what is needed (something like, "please be detailed in your description", or "use your business email address"), but I expect that will be coming at some point.
Time used: 1-2 years
great helpdesk app, easy to use, full of features
Freshdesk was really easy to start using and the price was right.
+ Easy to Use + Well Organized + Great Customer Support!
- For our use case, pricing was a little expensive (we have lots of people that may answer tickets). Fortunately, Freshdesk was very flexible in and developed a plan that works for us!
We love the reporting as it gives you tons of feedback which is great for improving your processes.
The ability to have all your tickets and responses in one place. Track the responses and response within a timely manner. Overview of response times from your employees. However often tickets are resolved
Easy to use Work flow and responses are simple clicks Assigning agents to each situation Overview of each agent for insight and performance
Time used: Less than 6 months
It simple, easy to use and more importantly covers everything that you can ever think of when it comes to Client support and issue resolution
The pricing is very affordable and the fact it is hosted in the cloud makes it very easy to access by anyone with an internet connection.
Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features. We have a partner who uses Freshdesk. We asked them for their feedback. They told us that they were happy with the solution and it matched their requirements, even with the Free edition. In 2015, we were looking for a helpdesk platform, because our internal solution was outdated and our budget was tight. We look at the solutions available on the market. After a very quick try we were convinced about Freshdesk: it was adopted! The Free edition (Sprout) offered us everything we needed and it was so user friendly! Freshdesk helps us to save time and money as it automates the support ticket management process: customized support rules, automatic email notification, tickets queue management… That’s perfect for us… and for our customers who use it for submitting support ticket.
All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings… It is so easy to configure the solution and to customize it (forms, emails, and so on).
As we used the Free edition, we don’t see any cons.
Time used: 1-2 years
Frequency of use: Daily
Fresh desk is a very easy tool that help us to classify and identify our customers' main contact reasons.