Freshdesk, by Freshworks, is a help desk tool that allows businesses to handle customer queries and resolve complaints through a ticketing system. It streamlines customer conversations across different channels such as email, social media, phone, and chat. In this article, we cover Freshdesk reviews and pricing. Ready to get started? Get a free trial.
Freshdesk pricing is based on three plans which range in price from $63 to $168 per agent per month, paid annually. The main differences between the plans are the chat options, manner of ticket assignments, and data center location. All plans give small businesses the ability to handle customers through email and phone channels.
Triggered chat messages
Multilingual chat support
*All plans are paid in full at the beginning of the billing cycle.
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Summary of Positive Freshdesk Reviews
Users who gave positive Freshdesk reviews online commented that it provides good organization regarding tickets given to customers. They added that it offers a full suite of help desk products that work with a lot of business products. Users also noted that its features are useful, its interface is neat, and it gives adequate reminders so that clients are not ignored.
“Freshdesk has a useful ticketing system, which our agents can use to communicate efficiently with our clients and solve anything. The interface gives a fresh vibe to everything and makes the work easier. Creating tickets can vary and we can customize them. Automatic responses are a lifesaver.”
Summary of Negative Freshdesk Reviews
Users who gave negative Freshdesk reviews online said that its plans and pricing are sometimes confusing and that users are forced to pay unnecessary costs for features that should be included in the lower pricing tiers. They also commented that some refinements need to be implemented, such as the email alerts and the concept of ticket field and user fields.
“Freshdesk’s prices are higher than any other software we have used. Setting up with their other software can take time to understand, especially for people with little experience.”
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Check out the list below of some of Freshdesk’s features:
- Multichannel help desk
- Reporting and analytics
- Secure help desk
- And more
How is a contact created in Freshdesk?
There are multiple ways in which a contact is created in Freshdesk. First, when a customer submits a ticket, they are automatically added as a contact. Second, an agent can manually add a contact using the Quick Create or New Contact option under the customer’s tab and provide the necessary details such as contact name and email address or phone number. Third, a comma-separated values (CSV) file with a list of all contact can be imported to bulk create contacts.
Can agents add an email signature in Freshdesk?
Agents have the option to attach signatures to tickets. These are attached automatically to any ticket reply that the agent sends out. The email signatures can include pictures, links, or other simple formatting techniques to make them stand out.
Here is a list of some of Freshdesk’s popular integrations: