While most understand the need for a good service desk system, few realize that picking one can be a challenge. There are so many different iterations of seemingly the same software, but looking at it from a different angle, it's clear that they aren’t so similar. And this is exactly what Freshdesk is. It’s a different beast as it has a number of different things that aren’t present anywhere. If you ever wanted to discover what Freshdesk is, what separates it from the competition? Here is our Freshdesk review!
Under the microscope
As the name suggests, Freshdesk is a service desk solution powered by several features. Each function, menu, and report is designed to increase agent productivity and eliminate mundane work. The software was made for both large and small organizations, and this is exactly reflected in the functions.
Freshdesk features multiple modules that help you reach prospects in various ways. Whether through social media, email, or phone, users benefit from the included multi-channel support. Another key component of the Freshdesk software suite is the inclusion of automation and gamification tools. These help businesses solve a wide range of consumer issues and internal problems.
Freshdesk Features
Freshdesk has many different features that aim to improve your productivity. Each tool is designed to accelerate time to market and will help your agents solve a myriad of issues without the need to scroll Google. Here are some of the key ones:
Community—One of the key Freshdesk benefits is the ability to create a community. This essentially allows you to transform your customers into community members who can share ideas, report issues, and encourage others to try new products.
Knowledge Base — Most help desks have a dedicated knowledge base system, and Freshdesk is no different. With this feature, you can provide your agents with all the right answers. But what’s really cool about this feature is that you can direct customers to a self-serving portal.
Global support—Our Freshdesk review wouldn’t be complete without global support. It’s a powerful communication system that allows you to offer customer support in multiple time zones.
Game Mechanics — Some agents might be good salespeople, but they aren’t as good at keeping the right mood. Freshdesk understands this, and this is why they have a robust game-based system that encourages your employees to keep up with the competition.
Pricing
Freshdesk pricing is clear. You can choose from five different plans, each with a distinct set of assigned possibilities.
Sprout (Free)—This is a free option with a few basic features, such as Email Ticketing, Social Ticketing, and the ability to set up a knowledge base.
Blossom ($15)—According to the Freshdesk pricing system, this is considered the starter pack. It has everything the free plan has and adds Collision Detection, Business Hours, and Automation.
Garden ($29) - This tariff is considered to be the golden standard. It has all of the above-mentioned features and adds Time Tracking, CSAT Surveys, and even Session Replay.
Estate ($49)—As you might have guessed, it has everything Garden has and adds Ticket Automation, Custom Roles, Portal Customization, and Enterprise Reporting.
Forest ($109)—Finally, there’s the top tier. It's a culmination of everything above and then some more. From Skill-based Ticket Assignment to HIPAA Compliance, you get practically everything you might ever need from a service desk.
Conclusion
So there you have a Freshdesk review. Hopefully, we managed to show you what Freshdesk is and what you can expect from it. Freshdesk pricing is pretty wide, and the overall number of features you’ll get is quite high. If you consider Freshdesk as your next platform, we suggest you set up a demo with your data, and if you are having trouble, you can always ask us to help. We’ll contact Freshdesk and sort everything. Good luck.
Frequently Asked Questions
Analytics in Freshdesk allows you to detect problems and keep track of all the vital metrics. You can control your team’s access to Analytics via View, Manage, and Edit access. View lets you access reports based on your visibility. As for Manage, you can enable/disable schedules and export. In addition, Edit enables you to create and delete custom reports and add/edit filters to existing ones.
You need to go to the Admin settings. Then click on Channels > Widgets. You can create a new widget, name it, and choose the product where you place it.
Zendesk offers a broader vision of the entire customer experience. On the other hand, Freshdesk focuses narrowly on customer support. Plus, you can integrate this help desk with other Freshworks products. Freshdesk praises its usability, and you can set it up in a few steps.
It’s part of the Freshworks marketplace, which includes apps supported by Freshdesk to enable you to provide complete customer support. The marketplace offers applications in categories like agent productivity, boys & workflows, eCommerce, etc.
