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    Freshdesk

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    Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.

    Overview

    Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.

    Freshdesk facilitates advanced ticketing, empowers agents to manage, prioritize, and resolve tickets faster at scale. With smart self-service and powerful collaboration tools, they can deflect repetitive tickets, collaborate effortlessly on complex issues, and resolve them faster. This way, they can optimize their workload and spend less time on redundant issues to focus on critical issues. Freddy Copilot, a generative AI-powered personal assistant for your agents, offers them guided assistance, productivity boosts, and streamlined collaboration to deliver faster and personalized support.

    With proactive AI-driven insights, powerful analytics, and next-best-action suggestions, leaders can make data-backed decisions to optimize their support operations, monitor support quality at scale, and significantly reduce TCO.

    Freshdesk is an AI-powered automations help admins streamline the workflows by automating all redundant work and actions performed on the ticket, ensuring no tickets slip through the cracks. Our intelligent routing analyzes every incoming customer issue and instantly assigns them to the right agents based on skill and load, and ensures the bandwidth of the team is managed most efficiently.
    Use-cases : Email & Social Ticketing, Self-serve Knowledgebase, Field Service Management

    Plans & Pricing: Each plan has a different feature-set & pricing (freshdesk.com/pricing)

    Some of the main features available in the most popular plan (Enterprise) are:

    Skill-based Routing Sandbox Audit Log Knowledge Base Approval Workflow Agent Shifts IP Range Restriction Freshdesk Telephony Partner Extension Email Bot FREDDY Includes 5000 bot sessions/month Assist Bot FREDDY Auto-triage FREDDY Article Suggester FREDDY Robo Assist FREDDY Canned Response Suggester FREDDY Multiple products (Unlimited) Social Signals Round-robin Routing Custom Roles Custom Reports and Dashboards Customer Segments Versions in Knowledge Base Multiple Products (up to 5) Includes up to 5000 Collaborators Extendable API Limits CSAT Survey & Reports Multiple SLA & Business hours SLA Reminder & Escalation Multilingual Knowledge Base Custom Apps

    Highlights

    • Proactive AI-driven insights to optimize support: Surface potential issues and optimize support operations with proactive AI-driven insights. Unleash the power of generative AI to analyze interactions constantly, monitor quality, and realize a lower TCO.
    • AI-powered automations and workflows: Eliminate redundancy and enable your teams to run on autopilot with AI-powered automations. Improve productivity and efficiency with generative AI that assists agents at every step, enabling them to deliver accurate resolutions.
    • Deflect FAQs and optimize agent workload: Automate self-service with a scalable knowledge base and custom widgets to help customers find answers faster. Integrate your portal with custom apps to solve specific business needs and deliver a tailored self-service experience.

    Details

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    Vendor Insights

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    Pricing

    Free trial

    Try this product free according to the free trial terms set by the vendor.
    Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.

    1-month contract (4)

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    Dimension
    Description
    Cost/month
    Free
    For getting started
    $0.00
    Growth
    For fast growth
    $18.00
    Pro
    For high performance
    $59.00
    Enterprise
    For Enterprise-grade support
    $95.00

    Vendor refund policy

    Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.

    Custom pricing options

    Request a private offer to receive a custom quote.

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    Vendor terms and conditions

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    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

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    Delivery details

    Software as a Service (SaaS)

    SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

    Support

    Vendor support

    We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support support@freshdesk.com 

    AWS infrastructure support

    AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.

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    Ratings and reviews

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    3329 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Tanir V.

    The best plataform for tickets and organitazation

    Reviewed on Feb 12, 2025
    Review provided by G2
    What do you like best about the product?
    The best thinks in freshdesk is the dashboards and reportings, easy for use, customer support.
    What do you dislike about the product?
    Maybe the cost for use the plataform, can be better
    What problems is the product solving and how is that benefiting you?
    Follow clients cases
    Bhavik A.

    A User-Friendly Ticketing Solution

    Reviewed on Feb 04, 2025
    Review provided by G2
    What do you like best about the product?
    User-Friendly, multiple automation options, easy to integrate
    What do you dislike about the product?
    detailed product training not available due to which user cannot make use of the tool effectively
    What problems is the product solving and how is that benefiting you?
    Categorzing the incoming tickets, multiple automation helped to reduce the manual efforts
    Supratim S.

    Honest Review with 4 year of Experience

    Reviewed on Jan 28, 2025
    Review provided by G2
    What do you like best about the product?
    1. The ease of integration with the website and other necessary softwares.
    2. Ease of customization with the tools as per our requirements. e.g designing helpcentre page. Set FAQs for the end Customers.
    3. Availability of so many supporting Apps.
    4. Data security.
    5. Post sale assistance and ease. The response time is very effective.
    What do you dislike about the product?
    1. Data migration from other ticketing tools is limited. You can import data from very limited tools only.
    2. Time taken by an Agent or a team/ Group on any ticket (Assinged time) is not available.
    What problems is the product solving and how is that benefiting you?
    1. Complete Alanytics of customer queries/ Complaints.
    2. Automating majority queries and monitor customer sentiments on responses through Automations.
    3. Customer Sentiments on each and every conversations.
    4. Team Analytical data managements.
    Zain F.

    Great User Interface

    Reviewed on Jan 17, 2025
    Review provided by G2
    What do you like best about the product?
    Analytics, allowing me as a TL to keep a check on individual performance
    What do you dislike about the product?
    Nothing really, the interface is easy to use.
    What problems is the product solving and how is that benefiting you?
    allowing us to receive feedback from our customers, as well as allowing us to resolve the issues in a timely and proficient manner
    Brian K.

    Succes with Freshdesk

    Reviewed on Jan 17, 2025
    Review provided by G2
    What do you like best about the product?
    Freshdesk is incredibly user-friendly and makes managing customer support seamless. Its intuitive interface, automation features, and robust ticketing system save time and improve efficiency. Plus, the integration options are excellent, making it adaptable to various business needs.
    What do you dislike about the product?
    We would greatly appreciate it if the AI chat agent could be more advanced and intelligent.
    What problems is the product solving and how is that benefiting you?
    Freshdesk helps us keep all our customer inquiries in one place, so nothing gets missed. It makes it easy to manage emails and chats, without jumping between different tools. The automation features save us a lot of time by handling repetitive tasks, and it’s made our customer support faster and more organized. Overall, it’s helped us give better service and stay on top of things.
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