Freshdesk

Freshdesk

(1524)
4.4 out of 5 stars

Freshdesk is a cloud-based helpdesk software that streamlines customer conversations across multiple channels including email & phone. It enables faster collaboration with your support team for quick responses to your customer. With 150+ integrations, we make it simple for businesses to provide superior customer support. We are trusted by 100,000+ companies across different industries.

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Freshdesk Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

85%
(Based on 1013 reviews)
Response Automation

Respond to common requests with standard reply

86%
(Based on 946 reviews)
SLA Management

Service Level Agreement Management

83%
(Based on 790 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

86%
(Based on 984 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 915 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

89%
(Based on 1076 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

89%
(Based on 1087 reviews)
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

87%
(Based on 402 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

86%
(Based on 372 reviews)
Community Forums

Enables users to engage with other users to solve common issues.

84%
(Based on 227 reviews)
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

85%
(Based on 239 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

89%
(Based on 158 reviews)
Notifications

Delivers notifications to both sides of the conversation.

86%
(Based on 169 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

88%
(Based on 99 reviews)
In-App Messaging

Allows for live chat to be enabled within the app for customer help.

n/a
Process
Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

n/a
Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

93%
(Based on 146 reviews)
Macros

Allows administrators to create templated responses to frequently asked questions.

87%
(Based on 82 reviews)
Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

89%
(Based on 100 reviews)
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

n/a
Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

84%
(Based on 212 reviews)
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

88%
(Based on 388 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

87%
(Based on 219 reviews)
Internal Use
Customization

81%
(Based on 743 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

n/a
Lead Development

Enables employees to denote potential customers.

n/a
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

88%
(Based on 147 reviews)
Team Inbox

Provides a central location for help requests, helping employees respond sooner.

88%
(Based on 116 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

83%
(Based on 134 reviews)
Channels
Phone

Connects employees with customers through a calling solution.

84%
(Based on 60 reviews)
Text

Connects employees with customers through a text message solution.

n/a
Email

Connects employees with customers through an email solution.

92%
(Based on 145 reviews)
Social

Connects employees with customers through a social media solution.

87%
(Based on 108 reviews)
Live Chat

Connects employees with customers through a live chat solution.

88%
(Based on 82 reviews)
Insight
Surveys

Provides opportunity for customers to give feedback through a survey.

83%
(Based on 84 reviews)
Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

n/a
Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

85%
(Based on 78 reviews)
Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

89%
(Based on 121 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

87%
(Based on 871 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

91%
(Based on 966 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

86%
(Based on 436 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

82%
(Based on 379 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

82%
(Based on 224 reviews)
Customer and Contacts Database

Central repository for account and contact information

80%
(Based on 442 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

81%
(Based on 213 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

81%
(Based on 139 reviews)
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

81%
(Based on 157 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

84%
(Based on 440 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

86%
(Based on 754 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

84%
(Based on 504 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

86%
(Based on 465 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

82%
(Based on 298 reviews)
Reporting

79%
(Based on 882 reviews)
Dashboards

83%
(Based on 949 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

82%
(Based on 218 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

83%
(Based on 481 reviews)
Customization

81%
(Based on 743 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

86%
(Based on 741 reviews)
Internationalization

82%
(Based on 373 reviews)
Performance & Reliability

90%
(Based on 732 reviews)
Integration APIs

84%
(Based on 446 reviews)
Freshdesk
(1524)