Is Freshdesk the Answer to Your Customer Service Woes?

Freshdesk is a well-liked buyer assist answer that organizations from internationally use.

It has a superb set of options and trendy capabilities that will help you present impeccable assist to your clients.

Clients aren’t solely searching for best-in-class services but additionally dependable assist in order that they’ll search assistance on encountering some points.

However the issue just isn’t each enterprise excels at it and even considers it an enormous precedence.

Because of this, clients’ queries aren’t correctly attended to, and so they don’t get the assistance they need for from service suppliers.

This manner, companies find yourself driving their clients away even when their product is stable.

Due to this fact, utilizing a complicated, dependable, and feature-rich buyer assist answer that may resolve the challenges companies and clients face is a necessity.

That is what Freshdesk stands for.

Or is it?

On this article, we’ll evaluation Freshdesk together with its options and choices that will help you determine if it’s appropriate for your small business.

Let’s begin!

What Is Freshdesk? An Overview

Freshdesk by Freshworks is among the greatest platforms for offering distinctive customer support. It should permit you to empower your buyer assist crew to supply contextual and intuitive assist persistently and on time. Whether or not you’re simply beginning your small business or wish to scale your assist programs, Freshdesk will ease your path with cost-effectiveness.

This cloud-based answer is trusted by over 60k companies from completely different domains, from IT and authorities to healthcare, car, journey, and lots of extra. Main business consultants like Gartner, Capterra, G2, and so on. advocate Freshdesk for its excellent options, capabilities, and companies towards buyer assist.

Freshdesk will enable you deal with all the client points effortlessly with its highly effective assist desk. A number of the buyer ache factors it could possibly sort out are:

  • Managing assist crew and brokers
  • Dealing with unknown points like new market challenges, new clients, and so on.
  • Dealing with sudden peaks in inquiries
  • Enterprise growth 
  • Knowledge safety 

You’ll get every thing to resolve points quicker and handle complexities like a professional. It provides loads of options, and utilizing them is straightforward even for a newbie. And its worth level is appropriate for groups of varied styles and sizes coming from a number of industries.

Options of Freshdesk

#1. Easy Ticketing


Freshdesk makes ticketing simpler by letting you categorize, prioritize, assign, and monitor tickets. It leverages AI for automation. You’ll be able to assign tickets to appropriate brokers who can tackle the queries higher and leverage the true energy of your workforce in delivering a pleasant buyer expertise.

  • Workforce inbox: Freshdesk provides simply an inbox the place you may handle and monitor incoming tickets from completely different channels.
  • Collision detection: It helps guarantee no two brokers work on the identical ticket, deliberately or unintentionally. You’ll be able to view who can see or reply to a given ticket. 
  • Customized ticket views: Determine which tickets to view first with this function.
  • Canned responses: Avoid wasting frequent replies and use them to reply repeated questions. It will prevent effort and time.
  • SLA administration: Set, handle, and optimize efficiency with SLAs in order that clients get correct responses on time. You’ll be able to configure guidelines and deadlines for brokers, improve the crew, and redistribute workload in keeping with the SLA compliance charges. With automated reminders, you may remind managers and brokers of escalations in the event that they don’t meet the SLA.
  • AI-powered ticketing: Freddy AI is built-in with the ticketing platform to automate repetitive duties. It should mechanically counsel completely different ticket fields to route, prioritize, and categorize tickets. It additionally recommends appropriate articles to brokers for quicker resolutions.
  • Subject service ticketing: Generate service duties for a ticket requiring discipline visits and distribute these tickets to brokers primarily based on the problem, abilities wanted, location, and so on. The platform additionally captures worker updates to make sure every thing is figuring out superb.
  • Thanks detector: It should stop brokers from reopening tickets when the client responds with “thanks”.

#2. Collaborative Ticketing


Freshdesk helps improve collaboration between crew members throughout the group in order that the most effective assist might be supplied to the purchasers. You’ll be able to acquire full visibility into the ticket’s progress and search assist from one another with easy communication. This enhances the problem decision time and repair high quality. 

  • Shared possession: Share ticket possession and don’t lose visibility within the course of. As well as, you may talk about together with your teammates contained in the ticket and get the complete context.
  • Guardian-Baby ticketing: You’ll be able to cut up tickets into sub-tickets and assign them to completely different groups to allow them to work in parallel on these tickets. If wanted, ship clients bulk updates concerning a difficulty.
  • Linked tickets: You’ll be able to hyperlink related tickets and ship updates on them at a time. It’s helpful in case you are swamped with heavy incoming tickets. This can even allow all of the concerned brokers to have up to date information on the problem’s progress in order that they’ll reply appropriately.
  • Unified buyer assist: Help groups can shortly elevate service requests and incidents to inner groups by way of Freshservice. They are going to have a whole, unified view of all buyer interactions to assist collaborate effortlessly and resolve points as an alternative of switching between a number of functions.
  • Higher collaboration with discipline brokers: Subject and helpdesk groups can collaborate simply with this answer. You’ll be able to create actionable duties and hyperlink them to a ticket to allow each discipline technicians and brokers to get the entire situation context for quicker decision.

#3. A number of Help Channels


Present assist to your clients throughout a number of channels – e-mail, telephone, chat, web site, or social media whereas unifying and managing queries in a single place. It will delight the purchasers since they received’t really feel trouble in getting their queries solved.

  • Electronic mail ticketing: Buyer emails can mechanically be transformed into tickets in an effort to prioritize, resolve, and monitor them.
  • Chat: Handle buyer communication by way of stay chat. You may as well interact them by means of fashionable messaging companies like Fb Messenger, Apple Enterprise Chat, and WhatsApp.
  • Cloud telephony: Cloud-based phone in Freshdesk will permit you to provide dependable assist from anyplace, anytime.
  • Social media: Freshdesk helps social media channels like Twitter and Fb to permit receiving vital notifications with the assistance of an AI-based sign monitor.

#4. Subject Workforce Administration

Irrespective of the place your discipline brokers are, handle them from Freshdesk. It should enable you deal with end-to-end discipline operations with spectacular options and a dashboard. Because of this, it is possible for you to to increase the protection space to your companies and enhance the response time of your discipline brokers. 

  • Environment friendly job scheduling: Utilizing a sturdy scheduling dashboard, you may simplify appointment administration, workload steadiness, and responses whereas saving time.
  • Bots: Freddy AI will enable you work together together with your clients, mechanically set appointments, and reply shortly to queries as an alternative of doing repetitive duties that value you additional.
  • Android and iOS apps: Subject staff can entry all the client information even when they’re offline and supply wonderful customer support by way of apps. They’ll use these to watch and plan schedules, contact clients, provide stay updates, get buyer signatures, and monitor how a lot time they’ve spent on service actions.

#5. Productiveness Capabilities


Let AI-powered automation streamline the workflow to your groups. This manner, your buyer queries are clearly prioritized, assigned to appropriate brokers, and arranged systematically. You don’t must spend additional time in your to-do lists since tedious actions, corresponding to following up with clients, are automated.

  • Ticket dispatch: Assign tickets primarily based on key phrases, properties, and requesters.
  • Time-triggered automation: Run upkeep duties on tickets in keeping with the time elapsed because the prevalence of a selected occasion.
  • Sorting: Automation will scan by means of every inquiry simply after a buyer contacts you. This automation performs duties primarily based on buyer location, topic, and so on.
  • Auto-assign: Freshdesk allows automated ticket task to the correct brokers primarily based on their abilities, present workload, and so on. Simply make the most of our inbox views and keep assured that clients will get a faster response.
  • Auto triage: Freddy AI can study out of your earlier tickets to counsel a ticket discipline for a brand new ticket. It may possibly additionally route, prioritize, and categorize tickets for you.
  • Ticket monitoring: Automations hold searching for updates, and so they can set off actions shortly in the event that they detect one. As an example, they’ll inform brokers a couple of buyer response whereas protecting the purchasers up to date on the problem’s progress.
  • Automation guidelines: Freshdesk mechanically generates a abstract of every rule, trying like a workflow doc. Additionally, the simple type interface makes it simpler and faster to arrange automation.

#6. Self Service


Let the purchasers assist themselves discover the solutions to their questions by publishing a information base, discussion board, FAQ part, or web site widget. So, as an alternative of contacting you many times, they’ll get solutions to frequent queries.

  • Assist widget: Present options by means of a assist widget in your web site, chat, and cellular software.
  • Chatbot: Freddy AI can shortly and precisely reply questions that clients ask.
  • Electronic mail to Kbase: Convert good ticket replies into your information base articles in order that different clients can learn them.
  • Suggestions mechanism: Writers can mechanically get notified about suggestions obtained on their articles. Therefore, it turns into straightforward for writers to implement them and enhance their write-ups.
  • Insights: Monitor metrics on articles – likes, dislikes, views, and so on. You may as well relaxation these metrics after revamping the article.
  • Discussion board moderation: Setting moderation workflows will assist make sure the posts with guideline violations aren’t revealed instantly.
  • Linking type subject: Convert a important situation that neighborhood members have highlighted right into a ticket to hunt required motion.

#7. Analytics


Establish points, plan in keeping with metrics, and improve your assist desk efficiency.

  • Buyer satisfaction scores: With buyer satisfaction scores and studies perceive clients’ opinions in your assist companies.
  • Interactive dashboards: Monitor the helpdesk utilizing related, real-time data on tickets, teams, and tendencies.
  • Customized studies: Construct a report from scratch and simply customise it to your wants.
  • Schedule studies: Schedule customized and default studies and obtain them immediately within the inbox.

#8. Customization

You’ll be able to customise many issues on Freshdesk, like:

  • Help portal: Customise your assist portal’s structure and appears with ready-made themes and full CSS customization.
  • Agent roles: Assign differential entry permissions and duties primarily based on the brokers’ roles and obligations.
  • Ticket kinds: Mixture vital information by modifying ticket type fields.
  • Objects: Create customized objects and handle them to deliver distinctive, business-critical information.

#9. Knowledge Safety


Freshdesk provides enterprise-grade safety by offering complete audits of your community, programs, information, and compliance wants.

  • Customized SSL certificates: These will safe your assist area and supply a safer and extra personalised web site expertise.
  • IP whitelisting: Whitelist your IP ranges and limit login entry for exterior customers. You may as well create unique and safe entry for assist brokers to allow them to log in at any time and anyplace.
  • Identification and entry administration (IAM): Allow safer log-ins for customers and brokers with IAM capabilities like single sign-on (SSO), multi-factor authentication (MFA), and so on.

#10. Integrations

Freshdesk can combine with 1000+ functions corresponding to Slack, WordPress, Salesforce, HubSpot, Mailchimp, Stripe, Zoho CRM, and lots of extra.

#11. Omniroute

Omniroute is a function that helps you mechanically assign chat messages, tickets, and telephone calls to appropriate assist brokers. It helps optimize agent effectiveness and encourages them to remain conscious of their work. As well as, you may outline thresholds on every channel for brokers to make sure they by no means get overwhelmed with work.

Freshdesk additionally empowers you with an Omnichannel dashboard to allow a hen’s eye view of the crew’s efficiency in several channels. On detecting a sudden situation spike on a given channel, it’s potential to re-route the problems to different appropriate brokers and handle the additional load. As well as, you may navigate to talk or ticket queues shortly from the dashboard.

Freshdesk Pricing


Freshdesk has pricing choices for groups of various styles and sizes. Its paid plans begin from $15/agent/month, billed yearly.

You may as well take a 21-day free trial to check the product.  

Nevertheless, in the event you don’t like what Freshdesk offers, be it the pricing, function, or interface, listed below are some Freshdesk options for you.

Freshdesk Options

#1. Zoho Desk

Simplify assist operations with Zoho Desk and enhance your productiveness and ship excellent buyer experiences. It should enable you present faster situation resolutions and keep extra accessible in order that clients can attain you simply.


Key options:

  • Context-based assist
  • Omnichannel ticketing
  • Sentimental evaluation
  • Self-service
  • SLAs
  • Superior response editor
  • AI capabilities and automation
  • Constructed-in analytics

#2. HubSpot Service Hub

Service Hub by HubSpot is a superb buyer assist software program that will help you strengthen buyer relationships, present higher situation decision, and drive crew and agent effectivity.


Join all of the customer support channels and information in a single platform and simply develop, assist, and retain your clients.

Key options:

  • Dialog instruments like stay chat, telephone, and so on.
  • Automation
  • Data base
  • Reporting
  • Buyer suggestions and surveys
  • Buyer Portal

#3. Zendesk

Zendesk is a whole buyer assist answer that you could simply use and develop your small business.  It enables you to simplify communications and operations and contributes to rising buyer happiness.


Key options:

  • Multichannel assist
  • The neighborhood discussion board and assist heart
  • Bots and AI for fast solutions
  • Collaboration instruments
  • Self-service


Freshdesk is a superb buyer assist answer for companies of all sizes and kinds. It’s geared up with highly effective options and capabilities that you should utilize to supply excellent buyer assist whereas driving agent productiveness and saving money and time.

Thus, in case you are searching for a buyer assist answer, you may think about Freshdesk. However in the event you don’t like one thing about it, you may strive any of the above Freshdesk options.

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