Ian Jamieson

A Powerful and Affordable Helpdesk Solution

If you are looking for a helpdesk software that can help you manage your customer support tickets, streamline your workflows, and improve your customer satisfaction, you might want to consider Freshdesk from Freshworks. Freshdesk is a cloud-based helpdesk solution that offers a range of features and benefits for businesses of all sizes and industries. In this blog post, I will review some of the key features of Freshdesk, outline the pros of using Freshdesk, and explain the pricing structure of Freshdesk.

Key Features of Freshdesk

Freshdesk has a number of features that make it a versatile and robust helpdesk software. Some of the key features are:

• Ticketing system: Freshdesk allows you to create, assign, track, and resolve customer support tickets from various channels, such as email, phone, web, chat, social media, and mobile apps. You can also automate ticket workflows, prioritize tickets based on urgency and SLA, and collaborate with your team using notes and @mentions.
• Omnichannel support: Freshdesk enables you to provide consistent and personalized support across multiple channels, such as email, phone, web, chat, social media, and mobile apps. You can also integrate Freshdesk with other platforms, such as WhatsApp, Facebook Messenger, Slack, Zoom, Shopify, and more.
• Self-service portal: Freshdesk allows you to create a self-service portal where your customers can find answers to their common questions, access FAQs and knowledge base articles, and submit tickets. You can also customize the look and feel of your portal to match your brand identity.
• Reporting and analytics: Freshdesk provides you with various reports and dashboards that help you measure and improve your helpdesk performance. You can track metrics such as ticket volume, resolution time, customer satisfaction, agent productivity, SLA compliance, and more. You can also create custom reports and schedule them to be delivered to your inbox or shared with your team.
• AI-powered chatbot: Freshdesk offers an AI-powered chatbot called Freddy that can help you automate your customer interactions. Freddy can answer common questions, collect customer information, route tickets to the right agents, and provide feedback surveys. You can also train Freddy to handle complex queries using natural language processing (NLP) and machine learning (ML).

Pros of Using Freshdesk

Freshdesk has many advantages that make it a great choice for your helpdesk needs. Some of the pros of using Freshdesk are:

• Easy to use: Freshdesk has a user-friendly interface that is easy to navigate and customize. You can set up your helpdesk in minutes without any coding or technical skills. You can also access Freshdesk from any device and browser.
• Scalable and flexible: Freshdesk can grow with your business and adapt to your changing needs. You can add or remove agents, channels, features, and integrations as per your requirements. You can also choose from different plans and pricing options that suit your budget and preferences.
• Reliable and secure: Freshdesk is hosted on Amazon Web Services (AWS), which ensures high availability and performance. Freshdesk also complies with various security standards and regulations, such as GDPR, HIPAA, PCI DSS, ISO 27001, SOC 2 Type II, and more. You can also control the access and permissions of your agents and customers using roles and profiles.
• Customer-centric: Freshdesk is designed to help you deliver exceptional customer service and satisfaction. You can personalize your communication with your customers using templates, signatures, canned responses, emojis, etc. You can also collect feedback from your customers using surveys and ratings. You can also reward your loyal customers using gamification features such as badges and leaderboards.

Pricing Structure of Freshdesk

Freshdesk offers four pricing plans for its helpdesk software: Sprout (free), Blossom ($15/agent/month), Garden ($29/agent/month), and Estate ($49/agent/month). Each plan comes with different features and limits. You can also opt for an annual subscription to get a 20% discount on the monthly price.

The Sprout plan is free for unlimited agents and includes basic features such as email ticketing, ticket dispatching, team collaboration tools,
social media ticketing (Facebook & Twitter), knowledge base articles,
and standard reports.

The Blossom plan costs $15/agent/month (or $12/agent/month if billed annually) and includes all the features of the Sprout plan plus advanced features such as automation rules, SLA management, business hours, collision detection, marketplace apps, and satisfaction surveys.

The Garden plan costs $29/agent/month (or $25/agent/month if billed annually) and includes all the features of the Blossom plan plus additional features such as time tracking.

Summary

Freshdesk is a cloud-based customer service software from Freshworks. It helps businesses of all sizes to manage their customer interactions across multiple channels, such as email, phone, chat, and social media. Freshdesk offers features such as ticketing, automation, collaboration, reporting, and self-service. Freshdesk aims to provide a simple, intuitive, and scalable solution for delivering exceptional customer support.