Freshdesk is a cloud-based helpdesk and ticketing software by Freshworks. It is designed to help businesses of all sizes maintain a viable customer support system as their business grows. In this Freshdesk Review 2024 blog, we will review Freshdesk’s pros and cons, pricing, and features to help you decide while choosing the tool.
Table of Contents
Pros and Cons
Pros
- AI-powered conversations: Freshdesk offers AI-powered chatbots that can help businesses automate their customer support process and improve response times. This feature is especially useful for businesses that receive a high volume of customer inquiries.
- No-code bots: Freshdesk’s no-code bot builder allows businesses to create custom bots without any coding knowledge. This feature is ideal for businesses that want to create custom bots but don’t have the technical expertise to do so.
- Efficient ticket management: Freshdesk’s ticketing system is designed to help businesses manage customer inquiries and guarantee that support staff can respond to client questions quickly and effectively. This feature is especially useful for businesses that receive a high volume of customer inquiries.
- Customizable: Freshdesk offers a wide variety of tools available for providing excellent customer service, including customizable ticket priority, routing, and category. This feature is ideal for businesses that want to tailor their customer support process to their specific needs.
- Affordable: Freshdesk offers a free tier and lower prices compared to its competitors. This feature is ideal for businesses that want to improve their customer support process without breaking the bank.
Cons
- Pricing structure: Freshdesk’s pricing structure can be confusing, especially for businesses that are just starting. This feature can make it difficult for businesses to determine which plan is best for their needs.
- Customer portal: The customer portal is a little bit disappointing and can’t be customized for every client. This feature can make it difficult for businesses to provide a personalized experience for their customers.
- Limited features: Freshdesk’s lower tiers work well enough if you only have a single product or service, but you must upgrade to at least the Growth tier to support up to five products. This feature can make it difficult for businesses that offer multiple products or services to manage their customer support process effectively.
Pricing
Freshdesk offers four pricing plans: Free, Growth, Pro, and Enterprise.
- Free: $0 per user, per month. This plan includes basic features such as email ticketing, team collaboration, and a knowledge base. This plan is ideal for small businesses that are just starting out and want to improve their customer support process without spending any money.
- Growth: $15 per agent, per month. This plan includes additional features such as time tracking, automation, and custom roles. This plan is ideal for businesses that want to improve their customer support process and have a small team.
- Pro: $49 per agent, per month. This plan includes all the features of the Growth plan plus advanced reporting, multilingual support, and custom apps. This plan is ideal for businesses that want to improve their customer support process and have a larger team.
- Enterprise: $79 per agent, per month. This plan includes all the features of the Pro plan plus advanced security, custom onboarding, and 24/7 support. This plan is ideal for businesses that want to improve their customer support process and have a large team.
Visit Freshdesk official for more details
Features
Freshdesk provides customer service solutions designed to improve client engagement and satisfaction. Some of the key features of Freshdesk include:
- Support ticket system integrated with email and social media. This feature allows businesses to manage customer inquiries from multiple channels in one place.
- Ability to customize ticket priority, routing, and category. This feature allows businesses to tailor their customer support process to their specific needs.
- Team collaboration tools. This feature allows businesses to collaborate with their team members to resolve customer inquiries quickly and effectively.
- Knowledge base setup. This feature allows businesses to create a knowledge base to help customers find answers to their questions quickly and easily.
- Ability to select data center location. This feature allows businesses to choose the data center location that is closest to their customers, improving response times.
- Out-of-the-box analytics and reporting. This feature allows businesses to track their customer support metrics and make data-driven decisions.
- AI-powered chatbots. This feature allows businesses to automate their customer support process and improve response times.
- No-code bot builder. This feature allows businesses to create custom bots without any coding knowledge.
- Efficient ticket management. This feature allows businesses to manage customer inquiries and guarantee that support staff can respond to client questions quickly and effectively.
- Customizable ticket priority, routing, and category. This feature allows businesses to tailor their customer support process to their specific needs.
- Time tracking. This feature allows businesses to track the time spent on customer inquiries and improve their response times.
- Automation. This feature allows businesses to automate their customer support process and improve response times.
- Custom roles. This feature allows businesses to assign specific roles to team members and improve their customer support process.
- Advanced reporting. This feature allows businesses to track their customer support metrics and make data-driven decisions.
- Multilingual support. This feature allows businesses to provide customer support in multiple languages.
- Custom apps. This feature allows businesses to create custom apps to improve their customer support process.
- Advanced security. This feature allows businesses to protect their customer data and improve their customer support process.
- Custom onboarding. This feature allows businesses to receive personalized onboarding to improve their customer support process.
- 24/7 support. This feature allows businesses to receive support around the clock to improve their customer support process.
Conclusion
Freshdesk is a powerful helpdesk and ticketing software that can help businesses of all sizes improve their customer support process. Its AI-powered conversations, no-code bots, and efficient ticket management make it a great choice for businesses looking to automate their customer support process and improve response times. While its pricing structure can be confusing, Freshdesk’s affordable pricing and customizable features make it a great choice for businesses looking to improve their customer support process. With its wide range of features, Freshdesk is a great choice for businesses looking to improve their customer support process and provide excellent customer service.