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Freshworks is responsible for developing the wonderful customer help platform known as Freshdesk, and I’ve had the opportunity to utilize it. The key differentiating point that sets it apart from the competition is the all-in-one strategy that it takes. This solution offers a comprehensive helpdesk, messaging center, and call center all in one convenient package.
My personal experience has shown me that the Freshdesk platform is very well-designed for enhancing the amount of connection that a business has with its clients, and I have found this to be the case. It is a member of the wider family of customer relationship management systems (CRMs) produced by Freshworks, each of which is tailored to fit the needs of a specific category of enterprise.
For instance, if marketing is the primary priority for your business, Freshmarketer is an excellent alternative to take into consideration. If you are more interested in sales management than other areas of business, Freshsales is a company that you should keep an eye on. In addition, there is Freshservice, which provides all-encompassing information technology support.
On the other hand, if you are like to me in that you would prefer to have a CRM solution that incorporates everything and blends marketing and sales without any snags, then you should give serious consideration to Freshsales Suite. It makes business operations easier to manage and provides a standardized platform for managing the multiple parts of one’s connections with one’s consumers.
Freshdesk Specifications
The customer service software known as Freshdesk is all-encompassing and provides users with access to a wide variety of services at an inexpensive cost. It is a wonderful option for companies of all size, from small start-up operations to huge established firms.
| Feature | Description |
|---|---|
| Ticketing | Create, manage, and track tickets from multiple channels, including email, social media, and chat. |
| Knowledge Base | Create and publish a self-service knowledge base to help customers find answers to their questions without having to contact support. |
| Collaboration | Collaborate with other support agents and teams using built-in features like comments, attachments, and private notes. |
| Automation | Automate routine tasks like ticket routing, notifications, and status updates. |
| Reporting and Analytics | Generate reports and track key metrics to measure the performance of your support team. |
| Integrations | Integrate Freshdesk with other popular business tools, such as CRM systems, billing platforms, and chatbots. |
What Is Freshdesk?
One of the cloud communication tools provided by Freshworks, an India-based company that specializes in providing customer care software and was initially established in 2010, is called Freshdesk. It is one of numerous similar products that Freshworks offers, and the company places a particular emphasis on the delivery of solutions for customer assistance. Freshdesk was developed with businesses of all sizes in mind, giving them the ability to keep a functional customer support system in place even as their company expands.
Freshdesk review: Ticket Management
Any help desk platform’s main functionality involves managing incoming and completed trouble tickets. Freshdesk’s search function lets you find tickets by status, including open, pending, overdue, urgent, high priority, and others. This makes searching through a vast number of tickets easier, whether you’re looking for your own or managing a team pool. You can filter tickets by custom category fields for your business or product.
Custom fields were surprisingly straightforward to implement. For this, Freshdesk includes an easy drag-and-drop editor to add, delete, move, and label fields. They automatically map to ticket fields.
You can run scenarios. These saved action groups contain many tasks that Freshdesk automatically performs. Tickets’ priority, type, and status can be set by scenarios. It might also assign tickets to agents, groups, or types. These cached views let you filter your search list by common criteria without manually filtering.
Freshdesk review: Pricing
Four of Freshdesk’s Support Desk plans do not include Messaging and Call Center, however the company does offer three Omnichannel subscriptions that do include those features. Before committing to a membership, you have the option to test out any plan free of charge for a period of 21 days. You have the option to pay for Freshdesk either monthly or annually, and annual subscribers receive a 17% discount.
You are able to get a free trial of any of the plans for a period of 21 days. Included in this is either the Enterprise or Pro Omnichannel Plan. You are not required to give a credit card right away, but if you decide that you want to continue using the service after the trial period is over, you can do so at any time.
You have the option to either increase or decrease the value of your current price plan. Because payments are made on a “pay as you go” basis, there are no fines assessed for early cancellation.
Freshdesk review: Ease of Use
When I joined up for the free trial of Freshdesk, I found the software to be really simple to install and operate. After setting up my account, I had no trouble at all getting started with the service the moment I was ready to do so. Freshdesk provides its users with a variety of useful samples and templates, some of which can even be emailed to the user for their convenience.
Even if you have never used a service of this kind before, Freshdesk will offer you with all of the direction and tools you require to get started in a way that is efficient and uncomplicated.
Freshdesk review: Security
Freshworks places a high priority on the safety of Freshdesk in a number of different ways, one of which is by hosting the service on Amazon Web Service (AWS) servers, which are well-known throughout the business world for their exceptional levels of both uptime and data protection. Amazon’s Amazon Web Services (AWS) servers are protected by biometric locks and are subject to round-the-clock monitoring.
In addition, the secure sockets layer (SSL) encryption is included in all plans offered by Freshdesk. This provides an additional degree of protection. In addition, applications receive routine updates that include the most recent security patches.
Freshdesk review: Software
Because Freshdesk is a cloud-based service rather than an on-premises application, all you need to do to enjoy its features is log onto the company’s website. There is a mobile application that can be downloaded from both the App Store and the Google Play Store.
In order to use Freshdesk, you will first need to ensure that both your browser and operating system are compatible. At the moment, the software is compatible with computers running Mac OS X 10.12.1 and Windows 7 or higher. Also, make sure that your browser is always up to date, particularly if you use Chrome, Firefox, Safari, or Edge. The service only accepts versions that are within the most recent two releases.
Freshdesk review: Customer Service and Support
On the homepage of the Freshdesk support site, common client needs are broken down into numerous areas, ranging from basic instructions for setting up an account to a video library. Additionally, Freshdesk provides an academy where your new agents may receive hands-on training. Within the help section, you’ll find a comprehensive knowledge base in addition to quick connections for assistance from the community.
The specialist called Freshdesk’s customer support team over the phone in addition to going through the training and advising materials that were available on-site. She was able to connect with a representative almost immediately after navigating the menu and making her selections.
The knowledgeable person felt that there was a rigid script they adhered to, which left very little space for flexibility in terms of problem-solving, despite the fact that the agent was quite nice. In addition to this, it was difficult to hear and make sense of the instructions.
Final Words
The CRM software known as Freshdesk is of the highest caliber, and it may assist your organization in establishing an all-encompassing customer service center. It works across all of the channels that your firm offers assistance on, including phone support, live chat support, and email ticketing support. Additionally, the higher-tier plans of Freshdesk come with automations and chatbots already installed.
Freshdesk review: The Good and Bad
A new analytics tool is in beta on Freshdesk. Later, this will replace the reporting module. The new module highlights patterns and trends that prepackaged reports may miss. This adds to the smart reporting module based on specific queries.
The Good
- Questions-based query tool discovers natural language data
- Free tier lets smaller clients test the technology over time.
- Gamification will attract younger customer service agents.
The Bad
- Only beta version has advanced analytics.
- Many extra features require the highest pricing tier.
Questions and Answers
Freshdesk provides the whole feature set that one would anticipate finding in a high-end ticketing software like Freshdesk. The first important feature is the Team Inbox, which contains all of the other features and has multi-channel capabilities, which means that you may respond to several channels all from the same location.
In comparison to Zendesk’s pricing plans, Freshdesk’s are far more cost-effective, making it the superior choice for companies of a smaller or medium size. Therefore, Freshdesk is a cost-effective option to consider if you are looking for a straightforward solution. Zendesk may have a higher price tag, but it is well worth the additional cost if you require additional help for a larger company.