Ratings and Reviews 6 Ratings
Ratings and Reviews 32 Ratings
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What is Freshdesk?
1) Effortlessly enhance customer satisfaction
Coordinate interactions across various platforms
Provide prompt and reliable customer support through email, phone, chat, WhatsApp Business, and additional social media channels all from a unified interface.
2) Enhance your support staff's efficiency
Minimize time spent on tedious and repetitive tasks by utilizing sophisticated automation rules, allowing for quicker resolution of customer inquiries without the need to expand your team.
3) Facilitate smooth self-service options
Empower customers to find solutions independently by creating a branded knowledge hub and providing immediate answers through AI-driven chatbots.
4) Monitor your customer satisfaction goals closely
Leverage customizable analytics and reports to assess your team's performance, pinpoint issues before they escalate, and ensure you are aligned with your customer satisfaction targets.
Support your team's ability to work remotely without interruptions
1) A user-friendly platform that simplifies the onboarding experience, making it accessible for all users
2) A cloud-based solution that allows support agents to work comfortably from their laptops or mobile devices, ensuring flexibility
3) Over 650 innovative applications available for seamless integration, enabling you to establish comprehensive support workflows that cater to your needs. Additionally, this versatility allows for continuous improvement and adaptation of your customer service strategies.
Integrations Supported
APIANT
Axonius
Basecamp
Beamible
Carbide
CustomerSuccessBox
Cyclr
Google Analytics
Instabug
Jira
Integrations Supported
APIANT
Axonius
Basecamp
Beamible
Carbide
CustomerSuccessBox
Cyclr
Google Analytics
Instabug
Jira
API Availability
Has API
API Availability
Has API
Pricing Information
$20 per user per month
Free Trial Offered?
Free Version
Pricing Information
$29/month/user
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
Atlassian
Date Founded
2002
Company Location
Australia
Company Website
www.atlassian.com
Company Facts
Organization Name
Freshworks
Date Founded
2010
Company Location
United States
Company Website
www.freshworks.com/freshdesk/
Categories and Features
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Issue Tracking
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base
Project Management
Recurring Issues
Scheduling
Task Management
IT Alerting
Alert Noise Reduction
Alert Routing
Dynamic Notifications
Enriched Incident Context
Escalation Policies
Incident History Audit
Multi-User Alerting
Multiple Alert Types
On-Call Management
Rich HTML Email Notifications
IT Asset Management
Asset Tracking
Audit Management
Compliance Management
Configuration Management
Contract/License Management
Cost Tracking
Depreciation Management
IT Service Management
Inventory Management
Maintenance Management
Procurement Management
Requisition Management
Supplier Management
IT Management
Capacity Monitoring
Compliance Management
Event Logs
Hardware Inventory
IT Budgeting
License Management
Patch Management
Remote Access
Scheduling
Software Inventory
User Activity Monitoring
IT Service
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
ITSM
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Dashboard
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Categories and Features
Call Center
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Campaign Management
Channel Management
Contact Database
Email Marketing
Event Triggered Actions
Lead Management
Multi-Campaign
Chatbot
Call to Action
Context and Coherence
Human Takeover
Inline Media / Videos
Machine Learning
Natural Language Processing
Payment Integration
Prediction
Ready-made Templates
Reporting / Analytics
Sentiment Analysis
Social Media Integration
Complaint Management
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Conversational AI
Code-free Development
Contextual Guidance
For Developers
Intent Recognition
Multi-Languages
Omni-Channel
On-Screen Chats
Pre-configured Bot
Reusable Components
Sentiment Analysis
Speech Recognition
Speech Synthesis
Virtual Assistant
Customer Experience
Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis
Customer Service
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Issue Tracking
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base
Project Management
Recurring Issues
Scheduling
Task Management
IT Project Management
Bug Tracking
Issue Management
Milestone Tracking
Percent-Complete Tracking
Portfolio Management
Prioritization
Product Roadmapping
Requirements Management
Resource Management
Status Tracking
Supports Agile
Supports Scrum
Task Management
Testing / QA Management
Time & Expense Tracking
Knowledge Management
Artificial Intelligence (AI)
Cataloging / Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal