Freshdesk is a helpdesk tool that allows businesses to handle customer queries and resolve complaints through a ticketing system. We’ve named Freshdesk as the best help desk software for small businesses because they balance a low-cost solution with the features and ease of use businesses need. Freshdesk offers a free option, so try it out for yourself.
Freshdesk has 5 plans which range in price from $0 to $99 per agent per month. We decided to include the three plans, which we feel are the best options for small businesses. All plans give small businesses the ability to handle customers through email and phone channels.
Triggered Chat Messages
Multilingual Chat Support
As you advance through their plans, you get more and more access to different channels, so your business can be accessible on several platforms. For example, on the Blossom plan, you can get the full range of services for social media platforms like Facebook and Twitter. On the Garden plan, you can also accept inquiries and complaint tickets through a live chat channel and through community forums.
Top Helpdesk Software 2019
Summary of User Reviews
What Freshdesk does well:
Users who gave Freshdesk a positive review said that the software has excellent tools that reduce their support staff’s manual activities (like creating tickets, filtering inquiries, etc.), which helps them manage their client relationship better.
What Freshdesk does not do well:
Users who gave Freshdesk a negative review said that the software needs more integrations with other apps to make things work easier and simpler. Some users also complained about the pricing structure.
Most Helpful Positive User Review
“Our company use Freshdesk as our primary CRM to handle customers. I personally work on Freshdesk to reply back to the support queries we receive. Most of the features that Freshdesk provide are awesome, and it reduces the manual work a lot.”
— Ezhil Arasan
Most Helpful Negative User Review
“There are a lot of features in their higher level plans that I feel should be account level pricing as opposed to per user pricing – and several that should be available at no extra charge to lower level plans. For example, you can fully customize their portal at higher level plans, but your monthly cost per user increases (however, they’ve helped us out with a few features). To me, a fixed price for this add-on capability should be included. Performing actions based on the contents of custom fields is limited, as is creating views based on the contents of custom fields.”
— Christopher Labatt-Simon
Check out the list below of some of Freshdesk’s features.
- Multichannel helpdesk
- Reporting and Analytics
- Secure Help Desk
- And More
Helpful Help Desk Software Resources
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How To Start & Manage A Helpdesk – The Ultimate Guide – In this guide, we will discuss what a helpdesk is, why a helpdesk software is the foundation on which to build your business, how to set up and manage your own helpdesk, and how to choose the right help desk software for your business.
7 Ways Live Chat Can Help You Achieve First Contact Resolution – First contact resolution (FCR) measures the ability of customer service teams to address a customer’s issue at the first point of contact. In this article, we’ll show you how to use live chat to achieve an effective first contact resolution with potential customers.
Best Help Desk Software for Small Businesses in 2017 – In this article, we reviewed and compared Freshdesk, HappyFox, and Zendesk. Read on for our comparison and review of these three best help desk software platforms to see which one will fit your business needs.
Can I have a free trial of Freshdesk?
Yes. Interested users can get access to Freshdesk Estate plan features for 21 days.
Are there any cancellation fees?
No. Freshdesk is a pay-as-you-go service. Users can cancel anytime. After cancellation, users will be billed for the current month, but they won’t be billed again.
When choosing a help desk software, it’s important that the software integrates with other applications your business is currently using. Here is a list of some of Freshdesk’s popular integrations: