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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

    Find a fit for enterprise or unique needs with a private offer.

    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    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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    3111 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Furniture

    Easy to use and set up, good all in one platform

    Reviewed on Oct 28, 2024
    Review provided by G2
    What do you like best about the product?
    All-in-one platform minimizes 3rd party integrations, and customer support is pretty responsive if you need to reach out to them.
    What do you dislike about the product?
    Limited in # of nested fields which makes reporting a bit more difficult for our team based on information we'd like to capture on each ticket
    What problems is the product solving and how is that benefiting you?
    Freshdesk helps us with reporting, and helps ensure agents are filling out all necessary fields before closing tickets. it is also easy to use for folks who aren't tech savvy.
    Robiulawal A.

    User friendly interface and excellent client support system

    Reviewed on Oct 28, 2024
    Review provided by G2
    What do you like best about the product?
    I love the kind of response I have got everytime from the freshworks team, especially their Customer Success Managers. On top of that, the interface for all the roles, be it an agent, supervisor or Admin is very user friendly and easy to understand.
    What do you dislike about the product?
    Latency if connected of a it slow internet connection which can be optimized.
    What problems is the product solving and how is that benefiting you?
    Freshdesk have solved my challenges with integrations by providing a long list of inbuilt app such as Jira Integration, Freshchat, slack etc. This has helped me to save a lot of cost for technology
    Thatyana Z.

    How freechat works

    Reviewed on Oct 25, 2024
    Review provided by G2
    What do you like best about the product?
    Freechat is a good platform for communication as it makes it easier to organize customers who arrive for me to respond.
    What do you dislike about the product?
    There are some problems, even when updating the page and resetting consumption, it often notifies me that a message has arrived but it does not appear.
    What problems is the product solving and how is that benefiting you?
    Freechat is helping me create ready-made messages, making it easier to filter customers to direct them to where they will be served.
    Computer Software

    Review of freshdesk portal

    Reviewed on Oct 25, 2024
    Review provided by G2
    What do you like best about the product?
    They have interactive UI, filters on different keys, creation of knowledge base and extraction of ticket data through CSV is awesome
    What do you dislike about the product?
    Ticket resolution time is little bit higher, api rate limit need to be increased for premium customer
    What problems is the product solving and how is that benefiting you?
    we are using it for all our support tickets and there tracking, great UI, filters , multiple stages configuration for tickets, easy to integrate, have api support are great solutions
    Gopi R.

    ease of implementation

    Reviewed on Oct 25, 2024
    Review provided by G2
    What do you like best about the product?
    The ease of implementing Automations with customization is really helpful. it is self explanatory to a level that my agents write automation for any impromtu situations
    What do you dislike about the product?
    The chatbot could be a bit more dynamic, in terms of taking the query from users
    What problems is the product solving and how is that benefiting you?
    Helping me manage multiple teams each having its own inflow and some using chat and some using mail and bot
    View all reviews