Freshdesk Deep Dive: The Features No One Is Talking About

Every year, billions of customer service tickets flood the inboxes and dashboards of businesses worldwide. With the ever-evolving landscape of customer support, businesses are constantly on the hunt for tools that can streamline this onslaught of inquiries and foster better customer relationships.

We earn a commission when you buy through the links on this page. Affiliate disclosure.

Enter Freshdesk: a solution that has garnered the attention of over 40,000 companies across 118 countries. But is it truly the gold standard for modern customer support?

Let’s break down the numbers. A whopping 75% of businesses believe that customer service is their competitive advantage. Yet, an alarming number of these businesses falter when it comes to providing consistent, top-notch support.

And here’s a statistic that’ll make you sit up straighter: nearly 50% of customers would switch to a competitor after just one bad service experience.

So, where does Freshdesk fit into this narrative? Is it the missing link for businesses seeking to elevate their customer support game, or just another tool in an already crowded marketplace?

In this comprehensive review, we will explore every nook and cranny of Freshdesk, from its interface and features to its true ROI.

Buckle up and dive deep with me as I dissect one of the most talked-about platforms in the customer support industry. Whether you’re a small startup or a global enterprise, this is one review you won’t want to miss.

What exactly is Freshdesk?

Freshdesk is a full-spectrum customer service software or ticketing software. It traces its roots to Chennai, India, and, as of now, has a headquarters in San Mateo, California. The core function of Freshdesk is to convert support requests from customers via email, chats, and phone calls into tickets.

Freshdesk aims to simplify your customer support service exponentially by unifying ticket resolution on multiple platforms. You would say, then, what’s so special about it? Every customer service software does the same.

Well, not exactly! There is something more that Freshdesk offers to businesses like yours. Actually, it’s not something, a lot of things! You can automate your workflow, manage SLAs, and keep an eye on various performance metrics.

This helps you keep track of the quality of your customer service. These amazing qualities make Freshdesk a favorite among thousands of companies. In fact, Freshdesk boasts 40,000+ clients across the globe and includes names like Team Viewer, Honda, and American Express.

Now, let’s take a look at some of the most amazing features of Freshdesk that make it my personal favorite!

Freshdesk Features

Exceptional Ticket Management

A proficient ticketing framework is the linchpin of any customer support ecosystem, and Freshdesk stands in good stead in this domain. It has engineered its ticketing system to be more agent-centric, aiming to amplify agent productivity while minimizing response latency.

Any customer grievance voiced on any communication conduit—be it email, chat, social media, or a call—can be transmuted into a support ticket, ensuring a thorough documentation of issues. Tickets can be segmented into various categories for organized management and dispatched to the pertinent department or agent.

Tickets can be prioritized based on specific keyword triggers, ensuring that high-priority issues are attended to expeditiously. Agents have the provision to filter tickets based on certain attributes, aligning issues with their domain expertise.

Furthermore, Service Level Agreement (SLA) thresholds can be configured on Freshdesk to monitor the performance of customer service agents and escalate issues that haven’t been addressed or resolved in a timely fashion.

Freddy, Freshdesk’s AI engine, emerges as a valuable ally here too. It proactively suggests help articles for frequently broached topics. Freshdesk also has field support request management integrated into its ticket management module.

Field support tickets can be assigned to the relevant agents, with the status of tickets being updatable right from the field via Freshdesk’s mobile application, streamlining the field support workflow.

Enhanced Collaboration

The efficacy of customer support systems significantly hinges on seamless collaboration among diverse teams. At times, resolving certain issues necessitates insights from multiple teams; absent effective collaboration, tickets risk becoming ensnared in a loop of back-and-forths.

Freshdesk is equipped with an arsenal of tools tailored to bolster team collaboration efficiency:

• Freshconnect: This feature empowers customer service agents to collaborate internally to glean necessary information, thereby accelerating resolution times.
• Tagging and Chat: Agents can tag team members within a ticket’s chat, assimilate their input, and convey consolidated responses to customers.
• Ticket Sharing: Share ticket ownership with designated personnel from the technical team, ensuring a synchronized understanding of the ticket’s trajectory.
• Split Tickets: In scenarios demanding parallel engagement from multiple teams, tickets can be bifurcated into parent-child tickets. Resolution is achieved only when all associated tickets are addressed.
• Communication Recording: Every inter-team communication snippet is meticulously logged within the ticket, ensuring transparency and a coherent historical trail.
• Service Tasks: Keep your on-field team in the loop with service tasks. These actionable items within tickets enable the service team to respond adeptly.

Although Freshdesk falls short of project management capabilities, it’s pivotal to note that such features typically transcend the purview of helpdesk software.

Cross-Channel Engagement

One of the standout capabilities of Freshdesk is its robust cross-channel integration feature. This functionality fuses support interactions from various channels into a unified interface.

This offers a consolidated view and management platform for support queries. The channels encompassed include Email, Phone, Chat, Social Media, Website, and WhatsApp.

The integration with social media channels is streamlined and reduces the complexity of setting up cross-channel support. This feature, named “Omni Route,” ensures an efficient routing of incoming inquiries.

The automated ticket assignment engine within Freshdesk scrutinizes the incoming inquiries from all channels. Once done, it delegates them to a support agent based on predefined rules set by the administration.

Administrators have the latitude to dictate the volume of inquiries Omni Route can dispense to individual or multiple employees. Furthermore, they can designate whether inquiries from a particular channel should be funneled to a single agent or dispersed amongst multiple resources.

The dashboard in Freshdesk provides a real-time view of the volume of incoming inquiries from different channels alongside their resolution statistics. With this data, rerouting inquiries to the appropriate team becomes a data-driven decision.

Freshdesk has an AI feature called “Freddy,” and it is a pivotal asset. Freddy initiates engagement with customers, offering pertinent advice or articles to expedite issue resolution.

Streamlined Automation

Employing automation in Freshdesk can significantly pare down repetitive tasks, thereby alleviating the workload on the support cadre.

• Rule-Based Execution: The automation engine operates on a set of predefined rules, autonomously executing actions based on specified conditions and scenarios. This modus operandi contributes to faster response times, subsequently elevating customer satisfaction levels.
• Supervisor Tool: This automation facet vigilantly monitors ticket activity. For instance, it flags tickets that have stagnated and alert the pertinent personnel for necessary action.
• Automated Actions: Engage in automated communication with customers, such as dispatching emails to ascertain whether an issue has been resolved or requires further attention.
• Smart Ticket Assignment: Automation tools discern the nature of incoming inquiries and adroitly assign them to agents with the requisite expertise. For instance, billing inquiries are routed to agents proficient in billing, and queries in foreign languages are assigned to multilingual agents.
• Parameter-Based Inquiry Sorting: Automation tools classify inquiries based on various parameters like the reported issue and the communication channel utilized. This data drives the setting of ticket priority, ensuring critical issues are promptly attended to.

Knowledge Base Enhancement

A knowledge base serves as a self-service hub where customers can resolve their inquiries without engaging with a help desk agent. The crux of any self-service model resides in its knowledge base articles.

When a user poses a question, they can be directed to a KB article containing the requisite answer, obviating the need for repetitive responses to identical questions.

This approach significantly lightens the workload on the helpdesk team by reducing ticket influx. Freshdesk facilitates the creation and integration of your KB once you’ve accumulated ten or more articles.

Moreover, it pairs seamlessly with Freddy, Freshdesk’s AI chatbot, to deliver an enriched self-service experience.

Collaborative tools within Freshdesk are instrumental when curating a KB, as they enable the most knowledgeable personnel to contribute to specific topics.

Additionally, Freshdesk allows for referencing past discussions on similar topics to new customers, ensuring issue resolution without the necessity of ticket submission.

However, there are areas of improvement. For instance, real-time suggestions from relevant articles while customers articulate their issues in the contact form or ticket could be a game-changer.

A more forgiving typo-handling mechanism could also enhance the KB’s user-friendliness. Notwithstanding, due to these limitations, some users might find it beneficial to deploy custom-built knowledge base tools.

Customization Options

It’s always good to have customer service software that can be customized as per one’s needs. And that’s where Freshdesk nails it! Its wide range of customization options includes:

• Portal Aesthetics: Its layout can be customized around your brand’s identity. You can either use its built-in themes or go with CSS modifications to match your brand’s tone.
• Defining Role: Apart from predefined agent roles, you can create custom roles to match your organization’s hierarchy.
• Custom Forms: You can customize your forms, depending on your business’s unique needs, and offer a more personal experience to your customers.
• Extensive app integration: Freshdesk supports extensive third-party app integrations that can enhance its capabilities multi-folds. Some of these apps include Zoom, WhatsApp, and Mailchimp.

Freshdesk is not your standard, rigid, and cliché customer service support app. It’s designed to sync with your business and, hence, best-suited for a wide range of businesses.

Robust Reporting and Exporting

Reporting is a crucial facet of Freshdesk, albeit with room for enhancement. The platform’s curated reports furnish a panoramic view of various performance metrics, encapsulating:

• Helpdesk Performance
• Helpdesk Ticket Volume
• Agent Performance
• Timesheet Summary
• Satisfaction Survey
• And many more

Custom report creation in Freshdesk is intuitive. As you begin typing queries like “total number,” Freshdesk proactively suggests pertinent metrics, simplifying data retrieval. The visual representation of data through graphs and charts augments analysis and readability.

Report exporting is a breeze with support for CSV and PDF formats or through an API if needed. There’s also the provision to schedule report generation at specified times, be it daily or weekly. This feature absolves management from the need to log in to the system to review team performance.

Freshdesk: Pricing and Plans 

Freshdesk offers three paid plans: Growth, Pro, and Enterprise. And if you are just here to try this tool out, Freshdesk has a free plan, too. It’s a great choice if you are just starting or want to test this tool.

Here’s a detailed breakdown of the pricing structure.

Plan Name	Description	Price (per agent per month)	Key Features
Free	Kickstart your journey at no cost	$0	– Centralized ticketing via email and social platforms – Ticket Dispatch functionality – Access to Knowledge Base – Ticket Trend Analysis – Ready-to-use analytics and reporting – Select your data center location – Team collaboration facilities – 24/7 email support
Growth	Ideal support structure for blossoming enterprises	$15 (annually) $18 (monthly)	All Complimentary features plus – Automation – Collision Detection – Access to 1000+ marketplace apps – In-depth helpdesk report – SLA management & business hours – Custom Email Server – Custom Ticket Views – Custom ticket fields & status – Custom SSL – Track time spent by agents on tickets easily – 24/5 phone support
Pro	Advanced automation for high-performance	$49 (annually) and $59 (monthly)	All growth features plus – Multiple product handling – Includes up to 5000 Collaborators – Round-robin routing – Custom Roles – Custom objects – Custom Reports and Dashboards – Segment customers for personalized support – Customer journey mapping – Pre-configured forms – Manage knowledge base versions – Community forums – Extended API Limits – CSAT surveys & reports – Multiple SLA policies & business hours – SLA reminder & escalation – Multilingual knowledge base – Custom apps – Average Handling Time (AHT) metric – Custom Metrics – Report Sharing
Enterprise	Fully featured with bots for enterprise-level support	$79 (annually) $95 (monthly)	All professional features plus: – Unlimited product handling – Sandbox environment – Manage agent shifts across time zones easily – Audit log – Skill-based routing – Knowledge base approval workflow – Flexible knowledge base hierarchy – IP range restriction

What are some Pros and Cons of Freshdesk?

Just like all the tools out there, Freshdesk has pros and cons. Take a quick look at these pros and cons:

Freshdesk Pros

• Automation: Freshdesk comes with a lot of automation features like auto-replies for some customer queries. 
• Efficient Tracking: It keeps track of past conversations, and hence, the customers can continue from where they left off.
• Ticketing Champ: Excellent ticketing system that helps the frontline team easily manage the customers and solve their queries. 
• Simplified UI: Freshdesk offers a simplified UI that can be customized as per the user’s needs. 
• Mobile App: A mobile app gives some extra marks to Freshdesk as you or your team can assist customers on the go.
• Easy Third-party Integration: You can easily integrate a bunch of third-party apps that give you an extra edge.

Freshdesk Cons

• Missing a Few Tricks: When stacked against some other platforms, Freshdesk might fall short on a few advanced features.
• Search Could Be Sharper: The search and suggestion functionality might need a bit of polishing to enhance the user experience and help customers find what they need faster.

Who Should and Should NOT Use Freshdesk?

While Freshdesk can be exceptionally helpful for a lot of businesses, it’s important to understand your requirements first.

It’s a great choice if you are:

• Exploring Features at No Cost: Take Freshdesk for a spin! It’s a hassle-free choice since it’s forever free to use. And if you’re eyeing the premium plans, enjoy a 14- or 21-day trial to get a feel of the extra perks.
• No Cancellation Frets: Choose to part ways? No worries, Freshdesk won’t charge you a dime for an early goodbye.
• Temporary Boost in User Access: Expecting a surge in customer interactions? Grab day passes to bring more agents on board temporarily, without the need for an immediate upgrade.
• Ease Off Repetitive Tasks: Let the AI take over the mundane, repetitive tasks, freeing up your agents to lend a human touch where it’s needed the most.

But, Freshdesk Might Not Be Your Cup of Tea If:

• You Desire an All-Inclusive Hub: While Freshdesk shines in customer service, if you’re hunting for a one-stop shop for all your communication and collaboration needs, consider stepping up to Freshworks’s Customer Service Suite or exploring other platforms.
• Budget-Friendly Upgrades Are A Priority: Eyeing the Pro plan? It does come with a heftier price tag per user each month compared to the Growth plan. And hey, some other platforms might offer you better service features without burning a hole in your pocket.

Freshdesk Alternatives: How does it fare against Competitors?

Freshdesk vs Zendesk

So, you’re trying to decide between Freshdesk and Zendesk, right? Both are giants when it comes to customer support. They’re cloud-based and super robust in ensuring smooth customer interactions.

Now, while they both rock the ticketing and knowledge base departments, if you’re the type who loves customizing and integrating all the apps, Zendesk has this vast marketplace that you might fancy.

But on the budget side of things, Freshdesk is kind of a pal for startups or the smaller guys with its free version.

Zendesk, even though it comes with a price tag from the get-go, packs in a ton of features that might be just what larger businesses are looking for.

Freshdesk vs Intercom

Jumping into the Freshdesk and Intercom debate, these two have their own flavors of customer support. Freshdesk is your go-to for a neat, structured way of handling customer issues through ticketing.

Intercom? It’s more about that real-time chitchat, bringing in chat and bot functions for that instant connection. If you’re all about quick and live interactions, Intercom’s got your back. But if you’re into the classic ticketing way, Freshdesk won’t let you down.

Budget-wise, if you’re running a big team or want all those fancy features, just a heads-up—Intercom might ask for a few more bucks.

Freshdesk vs. Help Scout

Now, if we’re comparing Freshdesk and Help Scout, these two are both strong contenders in the cloud-based help desk arena. But here’s the kicker with Help Scout—it’s got this user-friendly vibe, making you feel like you’re just checking your email. Money talk?

Both have their pricing games strong, so it really comes down to the features you’re gunning for and how big your crew is.

Freshdesk vs Zoho Desk

Heading into the Freshdesk vs. Zoho Desk showdown, Zoho Desk stands out as part of the big Zoho family, offering a buffet of business tools. So, if you’re already a Zoho enthusiast, the integration with Zoho Desk is smooth as butter.

And, not to forget, they have “Zia”—a smart AI buddy to make ticket assignments feel like a breeze. Price tags? Both have their own offerings, but if you’re looking for something comprehensive, Freshdesk could be a great choice.

Freshdesk: The Final Verdict

Frankly, there are hundreds of customer service support tools out there. And most of them have almost a common offering when it comes to features and options. But Freshdesk, with its AI-concierge Freddy, Free plan, and exceptional features, emerges as a balanced choice.

If you are looking for something that can seamlessly blend with your existing infrastructure, has an optimal learning curve, and is pocket-friendly, Freshdesk is a perfect pick. And if you don’t want to take my word for it (which you shouldn’t, to be honest!), give it a shot, as it offers a free trial.

I hope this review has offered you all the answers you were looking for on Freshdesk.

FAQs