Reviews

Freshdesk Review

Last Updated: Dec 10, 2020 by

This award winning cloud-hosted help desk solution is praised for being one of the best in it’s class and was designed to make the help desk process easy and efficient.

With Freshdesk you can streamline your customer conversations in one place, automate repetitive work to save time, collaborate with other teams to resolve issues faster and more efficiently, and do this all in one easy to use system.

This software is designed to meet the needs of any size organization and is a powerful, all in one help desk option that won’t disappoint.

Features & Review

  • Team Inboxes to track and manage incoming support tickets from multiple channels
  • Custom ticket statuses
  • Time and event triggered ticketing
  • Scenario Automation
  • Canned, per-formatted responses to common questions
  • Parent-child Ticketing, Shared ticket ownership, team tickets, linked tickets and more
  • SLA Management – set deadlines for ticket response and resolution times based on business hours or categories
  • E-mail, Chat, Social Media and Website support options
  • Customizable dashboards, help desk reports and customer satisfaction ratings
  • Highly customizable – portal, ticket forms, URL, agent roles, app, and more.
  • Time Tracking
  • Knowledge Base
  • Security – Custom SSL certificates, IP and Network restrictions, identity and access management

Screen Shots

System Requirements

Pricing

Sprout Plan – for those just getting started:

  • 100% Free!
  • Email ticketing, Ticket dispatch, Team Collaboration, Knowledge Base, Ticket Trend report, Social Ticketing
  • Unlimited agents

Blossom Plan – for small teams:

  • $15/agent/month billed yearly
  • Everything in Sprout + Automation, Collision Detection, Marketplace Apps, Help desk In-depth, SLA Management, and Business Hours

Garden Plan – for growing teams:

  • $29/agent/month billed yearly
  • Everything in Blossom + Time Tracking, CSAT Surveys, Session Replay, Performance Reports, Multilingual Knowledge Base

Estate Plan – best value for large teams:

  • $49/agent/month billed yearly
  • Everything in Garden + Ticket Assignment Automation, Custom Roles, Portal Customization, Enterprise reporting, Multiple SLA’s and Timezones, Support Bot

Forest Plan – Enterprise:

  • $109/agent/month billed yearly
  • Everything in Estate + Skill-based Ticket Assignment, Sandbox, IP whitelisting, Data Center Location, HIPAA Compliance, Extendable API rate limit

Official Website & Download Links

https://freshdesk.com/pricing

See our complete list of the Best Help Desk Software Here!

Editors Rating

Editors Rating
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About the Author

Denise is one of our Staff Writers that has transitioned from the Corporate IT Consulting World into publishing. She enjoys writing about her Experiences with Software and Tools that she has used and help implement in Real-world Scenarios and Business. She has a Master in Organization Development from Seattle University.