Freshdesk: Review

Founded in 2010, Freshdesk has succeeded in becoming one of the most well-known cloud-based CRM softwares on the market. With a range of powerful customer-driven features, this easy to use CRM allows companies to offer a seamless, multi-channel support system across the phone, the internet, forums, social media, email, mobile apps, and more.

Intended Users

Freshdesk can be used for all company sizes, Small to Large. This CRM has the capability and robust features to keep up with any size organization.

With over 80,000 current customers globally, any type of company can benefit from Freshdesk. For example: SolarCity, 3M, Hugo Boss, Cisco, University of Pennsylvania, etc…

Based on the affordability and features, this CRM is suitable for the hospitality industry, retail environments (brick and mortar as well as online), IT, insurance, utilities, and other companies.

Deployment

  • Cloud, SaaS, Web
  • Mobile

One of the best parts about Freshdesk’s CRM is that it is entirely web-based, and data is stored in the Cloud. This makes capacity nearly endless, the speed extremely quick, and allows flexibility in accessing this CRM.

The supported OS’s (operating systems) include:

Windows, Mac OS, Linux, HP-UX, Solaris, Unix, IBM OS/400, Web Browser (OS agnostic)

Features

By offering a genuine multi-channel customer support system, this CRM can bring every customer conversation and put it into a centralized interface that is easy to read, easy to use, and organize. Your customer support staff can address issues and resolve trouble tickets with ease.

Customers contact through a variety of ways, from phone calls, email, contact forms, internet chat, social media, and applications, so Freshdesk makes sure that they are capable of helping address customer concerns in all of the ways customers contact you.

Freshdesk can help you:

  • Manage Multiple Groups, Escalation Procedures, Workflows
  • Multiple Products
  • Multiple Brands
  • Automate Multiple Processes
  • Automate Route Tickets to Appropriate Support Agents
  • Multi-Language and Multi-Timezone Capabilities

Customer Communication

Integrations

With Freshdesk, you can also integrate with other leading CRM softwares including:

  • Freshdesk
  • Pipedrive
  • Insightly
  • Nimble
  • Pipeline Deals
  • Salesforce
  • Solve
  • Zoho CRM
  • Batchbook Social CRM
  • Capsule
  • Collabspot
  • Highrise

Social Media App Integrations

With the ability to integrate into other CRM softwares and over 60 tools, Freshdesk CRM is able to pull up customer records and see customer history in an instant.

Security

Freshdesk CRM’s data center is EU safe harbor compliant and all plans include SSL Encryption to keep customer and company data safe. Servers are hosted in a world class data center with 24 hour security and surveillance. Freshdesk software is also continuously up to date with the latest security patches.

Plans and Pricing

Full pricing details here: https://freshdesk.com/pricing

There are 5 Freshdesk plan available: Sprout (free version), Blossom, Garden, Estate, and Forest.

Sprout Plan

The Free Version of this Freshdesk CRM is Sprout.

  • Price: FREE
  • Agents: 3
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets

Multi-Channel Support

  • Standard Phone Channel

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA Management

  • Business rules management through SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, and description
  • Suggested solutions

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customizable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Export reports

Customization

  • Custom apps
  • Public customer portal customization

Security

  • Single sign on
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Over 50+ Applications

Reporting

Blossom

  • Price & Users: $16 / Agent / Month
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets
  • Time tracking
  • Integrate customer satisfaction surveys

Multi-Channel Support

  • Standard Phone Channel
  • Multiple incoming and outgoing mailboxes
  • Add unlimited Twitter accounts
  • Add unlimited Facebook pages

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA

  • Business rules management though SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge-Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, description
  • Suggested solutions
  • Community Forums

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customisable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Helpdesk in-desk report
  • Export reports
  • Save reports

Customizations

  • Custom apps
  • Public customer portal customization
  • Custom domain mapping

Security

  • Single Sign On
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Satisfaction surveys
  • Time tracking and invoicing tools
  • 50+ applications

Garden

  • Price and Users: $25 / Agent / Month

You receive everything from the Blossom plan, plus:

  • Freshdesk’s Integrated Live Chat

SLA Management

  • Multiple SLA policy
  • Multiple business hours
  • Product, group, and company level SLAs

Global Support

  • Multilingual Knowledge Base
  • Dynamic Email Notifications
  • Multiple Time-Zones

Multi-Product

  • Product level knowledge-base and community forums

Reporting

  • Ticket drill down in reports
  • Save reports
  • Schedule reports

Customizations

  • Full CSS customization
  • Custom domain mapping

Automated Tasks

Estate

  • Price and Users: $40 / Agent / Month

You receive everything in the Garden plan, plus:

  • Agent collision detection
  • Facebook in-sync app
  • Automatic ticket assignment within group (Round robin)
  • Dynamic ticket forms

Reporting

  • Performance distribution
  • Ticket volume trend
  • Top customer analysis

Customizations

  • Customizable agent roles
  • Complete layout customization
  • Access to FreshThemes gallery

Security

  • Custom SSL certificates (default free)
  • Helpdesk Restriction

Forest

  • Price and Users: $70 / Agent / Month

You receive everything in the Estate plan, plus:

  • Advanced Phone Channel
  • IP Whitelisting
  • Custom Email Servers

 

Free Trial

You can get started with Freshdesk for free for 30 days at: https://freshdesk.com/signup.

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