Product Quick Facts
Freshdesk, founded in 2010, offers companies a single platform for customer service and support across all channels — phone, email, live chat, web, social media, and mobile apps. Serving over 50,000 businesses, Freshdesk is trusted by some of the world’s best firms — Honda, 3M, Toshiba, Cisco, ClearChannel, Sony Pictures — and most successful small businesses to handle multi-channel support.
Freshdesk ticketing is a thing of beauty. Each ticket provides a complete picture — or single version of truth — of each customer interaction. From standard features such as ticket status and due date, to more innovative features like agent collision detection — to keep two agents from handling the same issue at the same time — and pre-loaded contextual customer information, your support agents will have access to all the information they need. Furthermore, Freshdesk lets your team work from a shared inbox, meaning no tickets will fall through the cracks, and built-in Service-Level Agreement compliance tools will help set and manage customer expectations — and alert your team if there’s any danger of an SLA breach. Need to manage tickets from outside of the office? The Freshdesk iOS and Android apps will let your agents reply to tickets, add notes, and even perform some bulk actions right from their smartphone, wherever they may be.
There’s a seemingly unlimited number of options when it comes to customization. Use the RESTful API to create links between Freshdesk and your mission-critical legacy systems, or check out the gallery of FreshPlugs — a free marketplace with Freshdesk and customer-built customizations and application bridges — to see pre-existing options. They also offer Freshdesk Arcade, a gamified customer support solution, to make managing tickets easier and compliant with best practices.
We recommend Freshdesk to any company looking for a SaaS customer support solution, but especially those companies using Google for Work, or who lack internal resources to create their own integrations. It’s delivered in multiple pricing tiers, priced per agent/month, so it’s a fit for businesses large or small.
Have questions about Freshdesk? Want to find out more about customer service software? Call, click, or email to speak with an unbiased Technology Advisor for a n0-cost, no-obligation consultation on your unique requirements.
(Last updated on 05/05/2016 by Mary Houston Coker)