Providing customer support, and that too at a good speed, has become a task for companies. Amid such chaos, helpdesks and the ticketing system come as potential solutions. You might have heard a lot of whispers about this cloud-based software available in the market. However, unclear information may hold you back from enjoying its benefits. That’s why, here we are taking a deep dive into one of the most popular helpdesks and the ticketing system, Freshdesk, which has been helping 60,000+ businesses enhance customer services with ease.

What is Freshdesk?

Freshdesk is a cloud-based software that is used for prioritizing and resolving tickets with a unified workspace that focuses on the right issues, moves agents quickly, and provides personalized support. You can use this software to improve your team support and connect your portal with various applications to resolve multiple business needs. Moreover, it gives you an excellent platform to answer all customers’ queries quickly at lower expenses. Hence, it improves productivity and exceeds expectations which is quite a fair deal. It’s like getting the solution to all your customer-communication woes at once. Now, let’s dig more about it and start with Freshdesk integrations. It allows you to connect with multiple platforms and enables you to work without a pause.

Top integrations built by Freshworks

Whatsapp, Slack, Shopify, Freshdesk TelephonyPartner Extension, Salesforce, Microsoft Teams, Mailchimp

You can check out more than 1000 apps on their marketplace and even can build your integration with Neo. This was about their integration. The big picture is still left to discuss features. Freshdesk has incredibly efficient features specially designed to cater to smooth customer service. Let’s quickly learn about them.

How Freshdesk can streamline your customer service?

Freshdesk is one of the high-quality products that is extremely used for managing, prioritizing, and resolving tickets at scale with a unified workspace. It manages all your tasks with its highly smart features which we have discussed below. 

• Simplified ticket Assignment– You can prioritize, categorize, and assign tickets efficiently so you never lose track of them. The features that together simplify ticket assignment are
  • Team inbox
  • Agent collision detection
  • SLA management
  • Custom ticket status
• Hassle-free Collaboration– Collaborate with any expert from within or outside your organization/company and resolve customer issues. Different features enable you to do that. They are as follows.
  • Linked tickets
  • Parent-child ticketing
  • Collaborators
  • Shared ownership
• Omnichannel Support Solution– Offers one platform for self-service, conversational support, and ticketing. You can do multiple communication-based tasks as Freshdesk supports all media.
  • Email
  • Phone
  • Chat and Whatsapp
  • Social media and Website
• Easy Customization- Build a helpdesk that meets your business needs as Freshdesk is completely customizable. You can customize multiple things with customizable features like
  • Portal customization 
  • Customize agent roles
  • Custom ticket forms
  • Custom URLs and apps
• Accurate Analytics- Helpdesk analytics deliver accurate customer support data and insights to help you make data-driven customer service decisions. In this, you get access to multiple sources to get information and build reports.
  • Curated reports
  • Customer satisfaction ratings
  • Dashboards
  • Custom reports
• Smooth Self-service- Empower your customers to find answers to their queries without agents in seconds. The features that will help you enhance customer self-service are
  • Chatbot powered by Freddy AI
  • Help widget
  • Automatically suggest solutions
  • Email to Kbase
• AI-powered automation- Freshdesk has AI-powered automation to cut down the extra hassle of prioritizing, organizing, and assigning to streamline your team’s workflow. You get multiple options to do it like
  • Ticket dispatch
  • Intelligent ticket assignment
  • Automatic email notification
  • Event-triggered and time-triggered automation
• Highly Protected- Globally secure platform that ensures every business has privacy, security, and data protection on all fronts. It has multiple safety features that ensure your data-security like
  • Custom SSL certificates
  • IP and network restrictions
  • Identity & access management

All these features are for all types and sizes of businesses who are looking for a feature-rich and flexible support ticketing system at a decent affordable price.

Pricing Plans of Freshdesk

Free: ₹0 Up to 10 agents

Growth: ₹999/agent/month, billed annually

Pro: ₹3599/agent/month, billed annually

Enterprise: ₹5699/agent/month, billed annually

Freshdesk ensures best prices for everybody’s needs. However, there are more helpdesk and ticketing software available in the market that you would want to know about. So, here we have created a quick comparison table of a few top helpdesk and ticketing software. This will give you an insight and overview of the other platforms as well.