Freshdesk Review: Cost, Features, Competitors

What Is freshdesk.com?

Web based help desk software Freshdesk is a cloud-based customer support software helping support teams improve their services. It is very flexible and versatile, which is how it got its base of 60+ thousand businesses of all sizes around the globe.

Freshdesk software gathers the tickets via phone calls, emails, chats, and social media and complies them into one ticket resolution form — it is a multi-channel project management and ticket resolution system. 

According to Freshdesk reviews, these are the advantages of the internal help desk software: 

• Multi-language support
• Support for different time zones
• Customer satisfaction surveys
• Gamification of the processes
• Freshdesk knowledge base
• Commitment to HIPAA compliance

Freshdesk reviews claim there are several special features: 

1. Email collaboration

Freshdesk reviews say customer support software allows the support teams to seamlessly collaborate while working on one of the support tickets. Support consultants can help each other and make sure they answer all emails. Freshdesk can prevent different consultants from answering the same email twice, eliminating misunderstandings.

2. Ticket labelling

45% of customers abandon a conversation if their issue is not addressed swiftly. Freshdesk ticket labelling system allows support teams to sort through the tickets, resolve them in a fast manner, and make sure the customers’ satisfaction KPI does not decline.

3. Automation of the processes

75% of customers say they prefer talking to a human support consultant and 56% say they get frustrated with automated phone answering services. Freshdesk allows the teams to automate the processes, speed them up but not too much that it interferes with the quality of customer communication.

4. Social media integration

The average person uses 6.7 different social networks a month. Therefore, it makes sense that they will contact or leave reviews of brands and businesses over a social media platform. Any CRM system must have the option to make this type of communication easier. This makes the Freshdesk ticketing system efficient — tickets received via social media can be escalated and managed directly through Freshdesk CRM. 

Freshdesk Cost

Freshdesk reviews reveal a lot of the advantages of the system. Freshdesk pricing is one of them. You get a 14-day free trial period to test drive their software. 

Do you need to upgrade your capacity quickly for a special occasion? You can access Day passes on all the paid plans. They’re not cost-effective over the long-term, but they offer quick boosts for your capacity. 

Freshdesk Plans

Free

Want to dip your toes in the water? Start with a free plan to get an idea of what the software offers. 

• Ticketing
• Shared Inbox
• Threads
• An Integrated Knowledge Base

Growth

This is an ideal option for startups or businesses that are starting to grow. 

• Ticketing
• Shared Inbox
• Threads and Tasks
• Customer Portal
• Real Time Dashboards
• Automation

Pro

This version works well for medium to large organizations. 

Everything in Growth Plus: 

• Customized Support Portals
• Advanced Ticketing
• Custom Objects
• Custom Reporting
• Different Routing Mechanisms

Enterprise

This is the ideal package for a large organzation. 

Everything in Pro Plus:

• Audit logs
• Skill-Based Assignments
• Approval Workflows
• Customer Real-Time Dashboards
• Agent Availability Dashboard
• Customer Object Analysis
• Flexible Knowledge Base Hierarchy
• Allowed Domains and IP Listings 

Freshdesk Alternatives

There are several Freshdesk competitors in the modern market. 

Zendesk

Zendesk allows support teams to gather all channels of customer communication in one intuitive interface which prompts for fast ticket resolution. It allows the teams to separate their tasks and assignments and be more productive overall. 

Salesforce

Salesforce is a system handy not only for support teams, but for the tech, sales, and customer success teams as well. Its main disadvantage is its complexity and broad functionality. Even they don’t stop the teams from successfully leveraging its functions — companies that switched to Salesforce report 25% increase in revenue and 35% increase in customer satisfaction. 

Olark

Over 40,000 of businesses use Olark. It is one of the easiest ways to add a live web chat window onto a webpage. It is cloud-based and can be installed onto any webpage to instantly help the customers. 

QCRM

QCRM is a SupportYourApp in-house developed piece of software used by 51% of SupportYourApp clients. It has a single-window intuitive and omnichannel interface helping support teams collaborate and provide the best service. Perfect for businesses that value the voice of their customers, it provides on-the-spot data collection as well as a real-time possibility to alter customer support services and enhance customer experience across the board. 

If you want to learn more about QCRM, message us at [email protected], and we’ll answer all your questions. 

Freshdesk Features Review: Pros and Cons of the System. 

Freshdesk reviews can help us detect several pros and cons of the system: 

✅	❌
Omnichannel ticket management system	No mobile messages integration
Allows team collaboration	Does not integrate and accept customer tickets from Instagram
AI and chatbot integrated into the system	Core features are not innovated
Knowledge base for users and support consultants	Analytics and dashboard are only available to those using expensive plans
Flexible payment plans	Better used for basic customer tickets
Workflow automation	Automation is hard to set up and navigate
Mobile apps for iOS and Android systems	Needs to be installed and paid for additionally to the support team

Freshdesk is a good for medium-sized businesses that:

• Have no use for extensive analytics;
• Do not need integration with Instagram, even though 90% of users follow brands and businesses on the platform;
• Do not have difficult customer tickets and do not experience sudden growth in customer communication. 

Bigger businesses with increasing customer tickets flow might step away from Freshdesk and invest into something more flexible and reliable. Something that would be easy to scale and would omnichannel-y support collaboration between the members of the support team.

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