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  • Freshdesk Tour: An Overview Of The Popular Help Desk Solution

Freshdesk Tour: An Overview Of The Popular Help Desk Solution

Category: B2B News

freshtourFreshdesk is a very popular web-based helpdesk support platform set up with the objective of enabling businesses of all sizes to offer outstanding customer service. Its goal is simple yet elegant: make it easy for businesses to talk to customers and make it equally easy for users to contact businesses. In this article we take you on a Freshdesk tour and give you an overview of all major features of this app to answer the question if it’s really a help desk tool that you want to use in your company. If you want to learn more about other top help desk services you can read our comparison of best help desk solutions of 2019.

Overview of Freshdesk

Our team of B2B experts carried out a thorough study of all major help desk solutions available on the market. Freshdesk proved to be the most efficient and reliable service in the study. As a result, Freshdesk is currently at the top of our help desk software ranking. The vendor provides a great freemium plan for up to 3 users and offers free trial plans so that you can test the tool on your own before deciding if it fits your needs. You can easily get Freshdesk free trial here.

Freshdesk

This award is given to the best product in our help desk software category. It highlights its superior quality and underlines the fact that it's a leader on the market.

Freshdesk won our Best Help Desk Software Award 2018

Our score
9.8
User satisfaction
100%

Freshdesk was built with a focus on usability, so the tool is completely customizable. It offers all the tools a business needs to impress its customers—robust multichannel capability, smart automation, integrated game mechanics to boost agent productivity, among others.

Our Freshdesk tour begins with the app’s origin. The idea for Freshdesk first started in 2010, when the company’s founders realized a need for a more efficient customer support tool that could scale with businesses as they grow. Over the years, the company has grown exponentially. At present, Freshdesk has over 300 passionate employees all over the world helping more than 50,000 organizations and businesses to provide better, more efficient and personal support to their clients.

If you’d like to get more information about Freshdesk’s features, pricing plans, and available integrations and customer support lever you can read our detailed review of Freshdesk.

Ticketing System

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Freshdesk gives businesses an automated ticketing system that can read and sort through incoming tickets, and delegate them to the right helpdesk representative.

It uses a common policy called service level agreement that has pre-defined parameters for various service workflows. Your company can use a standard SLA policy for all the customers. Alternatively, you can set up custom SLAs for your priority clients with specific requirements and needs. With the tool’s Ticket tab, your business can also set ticketing rules and workflows.

To make sure you open the communication lines between your clients and your team the tool enables you to convert your office email into support tickets. These office emails will be created as automatic responses to requests, letting customers know their requests have been received and queued, and one of your helpdesk agents will contact them promptly. In addition, you can define behavioral rules for customer requests so certain tickets will be routed to the right support personnel.

Self-Service Portal

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The tool’s Self-Service Portal gives your helpdesk agents and clients with a single place to look for information they need to get answers to their most frequently asked questions or concerns with the help of a knowledge base of training and technical advice. Freshdesk’s Self-Service Portal also serves as a space that can hold your crucial company documents, such as company handbooks, brochures, fact sheets, and self-help tips and articles. With Freshdesk, you can have a knowledgebase either for staff or for public consumption, or both.

Through the tool’s forums, Freshdesk can encourage feedback and conversation between your clients and helpdesk team. Freshdesk’s Forum section can give you several tools to keep communication lines open. Tools included within the forum section available for your helpdesk team and clients include Report a Problem, Announcements, Feature Requests, and Tips and Tricks.

Multi-Channel Support

Freshdesk can help your users to automate tasks and handle ticket resolution time with multiple platforms. It has email integration, which allows helpdesk agents to manage, update, and assign tickets from email accounts. In addition, you can configure the settings so all emails sent to your company account are logged as tickets. They can be categorized, prioritized, and delegated to the correct agent. In addition, the tool has automated email actions including acknowledgment notifications or emails.

Another Freshdesk’s emailing feature is “Email to Knowledge Base” that automatically converts ticket replies or email threads into knowledge base articles. The emails are automatically saved as drafts which can then be edited before you send them to your company’s knowledge base for publication.

Other channels Freshdesk supports include social media channels such as Facebook and Twitter. Your company can be immediately notified of customer activity on any of your channels and reply directly in real time.

Freshdesk users can also use Freshchat, the tool’s live-chat solution as well as Freshfone, the integrated voice telephony system to give you further support channels and track tickets from various sources.

Freshdesk Pricing

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Freshdesk offers five pricing plans.

  • The most basic package is the Sprout plan that is offered for free and can be immediately used by an unlimited number of helpdesk agents. It includes phone support, basic social channel, a knowledge base, access to the app gallery, and email support.
  • The Blossom plan costs $19 per agent monthly and includes community forums, social support, and game mechanics.
  • The Garden package costs $35 per agent monthly and includes multiple products, multiple locations, and live chat.
  • The Estate package, which is Freshdesk’s most popular plan, costs $49 per agent per month and includes portal customization, custom agent roles, and enterprise reports.
  • The Forest package costs $89 per agent monthly and includes custom email servers and IP whitelisting.

Freshdesk also offers a great free trial that allows you to test all the key features of their service before you decide if the app is a right fit for your company’s needs. You can easily sign up for Freshdesk free trial here.

Consistent Branding

Freshdesk gives you the chance to use your branded email address when sending out request responses. What is more, Freshdesk’s FreshThemes feature allows companies to offer a solid and consistent visual experience across their business and helpdesk webpages.

Enhanced Reporting

reports

Freshdesk offers reporting features that you can use to measure time and productivity. These functionalities include an integrated time tracking tool that allows your helpdesk agents to measure the time spent on various support tasks.

This feature can use this information to quickly generate time-sheets, even separating between billable as well as non-billable time spent.

Helpdesk agents can assign themselves to various tasks and then begin the task timer to monitor the time spent on every task. Your admin supervisors can assign agents to tasks, removing and adding the total time they spent on overall ticket resolution. The data from your Freshdesk can be quickly fed to other third-party platforms, including Harvest or Freshbooks, and compiled to create client invoices and payments.

Freshdesk’s At-a-Glance Reports functionality allows you to get an easy overview of the activity of the entire helpdesk, agents, teams, and individual customers. The tool also provides reports that allow you to identify top performing teams and agents, aside from your based clients. You can use Freshdesk to compare customers and agents using important metrics to track how they perform against each other.

Advanced Notifications

Freshdesk also makes sure that when there is already another helpdesk agent working on a ticket, you will be immediately alerted next to an open ticket. If another helpdesk agent is already responding to a customer, there is a pen icon that lights up on the screen to tell you of this.

If there is a ticket open and an update happens, then the tool’s refresh icon will light up. If a helpdesk agent clicks on this, you will have access to the latest information for that ticket.

The “Ticket Watchers” functionality alerts you to customer tickets that are of particular interest to you. For instance, this can be a ticket assigned to you earlier, or one that specifically addresses your type of support.

Gamification

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One of Freshdesk’s outstanding features is Freshdesk Arcade, giving you the capacity to gamify your help desk activities. With this feature, you can incentivize your helpdesk agents to meet objectives and send staff on some “quests” to earn points. Freshdesk will reward teams and agents according to a point system that monitors the quality and efficiency of their service performance, according to customer satisfaction and speed.

Integrations

Freshdesk offers a lot of third-party and native integrations including:

  • Salesforce
  • Facebook
  • Highrise
  • Twitter
  • Sugar CRM
  • Capsule
  • Zoho CRM
  • Freshbooks
  • Atlassian from Jira
  • Harvest
  • Google Calendar
  • Google Analytics
  • Google Hangouts
  • Gmail Gardets and Google Drive
  • HelpOnClick
  • Campaign Monitor
  • Constant Contact
  • MailChimp
  • Survey Monkey
  • Dropbox
  • Olark
  • Shopify
  • Zapier

Freshdesk also offers Freshplugs that companies can use to create custom integrations.

Bottomline

Our team of independent experts analyzed a wide range of popular help desk solutions and reached a conclusion that Freshdesk is currently the best help desk solution available on the market. Freshdesk is at the very top of our help desk software ranking and outperforms all other apps. If you’re looking for a solid help desk solution with a wide range of features and an easy-to-master interface you can’t go wrong with Freshdesk. You can easily find out why Freshdesk is so great by testing the tool on your own with their free trial plan. If you want to check the app’s features on your own you can sign up for Freshdesk free trial here.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. No stranger to small business hiccups and drama, having been involved in a few internet startups. Prior to his for-profit ventures, he has had managed corporate communications for a Kansas City-based Children International unit.

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