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    Freshdesk

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    Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.

    Overview

    Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.

    Freshdesk facilitates advanced ticketing, empowers agents to manage, prioritize, and resolve tickets faster at scale. With smart self-service and powerful collaboration tools, they can deflect repetitive tickets, collaborate effortlessly on complex issues, and resolve them faster. This way, they can optimize their workload and spend less time on redundant issues to focus on critical issues. Freddy Copilot, a generative AI-powered personal assistant for your agents, offers them guided assistance, productivity boosts, and streamlined collaboration to deliver faster and personalized support.

    With proactive AI-driven insights, powerful analytics, and next-best-action suggestions, leaders can make data-backed decisions to optimize their support operations, monitor support quality at scale, and significantly reduce TCO.

    Freshdesk is an AI-powered automations help admins streamline the workflows by automating all redundant work and actions performed on the ticket, ensuring no tickets slip through the cracks. Our intelligent routing analyzes every incoming customer issue and instantly assigns them to the right agents based on skill and load, and ensures the bandwidth of the team is managed most efficiently.
    Use-cases : Email & Social Ticketing, Self-serve Knowledgebase, Field Service Management

    Plans & Pricing: Each plan has a different feature-set & pricing (freshdesk.com/pricing)

    Some of the main features available in the most popular plan (Enterprise) are:

    Skill-based Routing Sandbox Audit Log Knowledge Base Approval Workflow Agent Shifts IP Range Restriction Freshdesk Telephony Partner Extension Email Bot FREDDY Includes 5000 bot sessions/month Assist Bot FREDDY Auto-triage FREDDY Article Suggester FREDDY Robo Assist FREDDY Canned Response Suggester FREDDY Multiple products (Unlimited) Social Signals Round-robin Routing Custom Roles Custom Reports and Dashboards Customer Segments Versions in Knowledge Base Multiple Products (up to 5) Includes up to 5000 Collaborators Extendable API Limits CSAT Survey & Reports Multiple SLA & Business hours SLA Reminder & Escalation Multilingual Knowledge Base Custom Apps

    Highlights

    • Proactive AI-driven insights to optimize support: Surface potential issues and optimize support operations with proactive AI-driven insights. Unleash the power of generative AI to analyze interactions constantly, monitor quality, and realize a lower TCO.
    • AI-powered automations and workflows: Eliminate redundancy and enable your teams to run on autopilot with AI-powered automations. Improve productivity and efficiency with generative AI that assists agents at every step, enabling them to deliver accurate resolutions.
    • Deflect FAQs and optimize agent workload: Automate self-service with a scalable knowledge base and custom widgets to help customers find answers faster. Integrate your portal with custom apps to solve specific business needs and deliver a tailored self-service experience.

    Details

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    Features and programs

    Vendor Insights

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    Pricing

    Free trial

    Try this product free according to the free trial terms set by the vendor.
    Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.

    1-month contract (4)

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    Dimension
    Description
    Cost/month
    Free
    For getting started
    $0.00
    Growth
    For fast growth
    $18.00
    Pro
    For high performance
    $59.00
    Enterprise
    For Enterprise-grade support
    $95.00

    Vendor refund policy

    Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.

    Custom pricing options

    Find a fit for enterprise or unique needs with a private offer.

    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

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    Delivery details

    Software as a Service (SaaS)

    SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

    Support

    Vendor support

    We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support support@freshdesk.com 

    AWS infrastructure support

    AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.

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    Ratings and reviews

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    3308 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Consumer Goods

    Robust ticketing system & Easy to use CRM with an ecosystem of products for integration

    Reviewed on Dec 19, 2024
    Review provided by G2
    What do you like best about the product?
    As someone who used Freshworks CRM, Freshdesk for ticketing and Freshteam, I can vouch for their UX, some of the intuitive easy to use features in the CRM.

    Freshteam solved for one of the easiest ATS tools to implement and utilise. The kanban board view to show which step of the process a candidate is in, was very efficient. Quickness of their customer facing teams getting things live was commendable.
    What do you dislike about the product?
    Customisation in terms of workflow, access levels gets tricky for complex/matrix organizational structures.

    As for the CRM, not on par with industry leaders when it comes to solution for an enterprise level company.

    Beyond ATS, Freshteam lacks lot of core functionalities to be utilised as the single HRMS solution
    What problems is the product solving and how is that benefiting you?
    Talent acquisition for a scaling org was made so much easier. Creating a pool of candidates with specific tags to later broadcast to was also helpful in Freshteam.

    The ticketing system helped us track a lot of metrices across various teams and stakeholders allowing us to relook at the processes and internal dependencies.
    Anuj S.

    Easy to use

    Reviewed on Dec 19, 2024
    Review provided by G2
    What do you like best about the product?
    It is easy to use and subscription can be used for a different user easily.
    What do you dislike about the product?
    It looks old now if we compare with new tools available.
    What problems is the product solving and how is that benefiting you?
    It identifies the tickets and align as per the labels which help us to short the type of tickets
    Amir K.

    Fresdhdesk CRM for ticket management

    Reviewed on Dec 19, 2024
    Review provided by G2
    What do you like best about the product?
    It's accessibility on any device. I've been able to access freshdesk on my mobile phone for urgent matters which is great.
    What do you dislike about the product?
    NA. I've used it for about 6 months as a user and couldn't find any major flaw in it.
    What problems is the product solving and how is that benefiting you?
    Freshdesk helped us manage client complaints and respond via email within freshdesk itself.
    Grigor B.

    Fast and intuitive Omni Channel Solution

    Reviewed on Dec 18, 2024
    Review provided by G2
    What do you like best about the product?
    - Fresh and fast UI/UX
    - Easy to implement
    - All-in-one solution for customer support
    - Integrated AI Features
    What do you dislike about the product?
    - Lack of customization compared to Zoho Desk or Salesforce
    - Poor analytics and reporting
    - Lack of simple features such as agent nicknames, etc.
    What problems is the product solving and how is that benefiting you?
    It helps our company manager interactions with customers from various channels, email, contact form, social network and chatbot.
    Shiv S M.

    A great tool for managing customers and sales

    Reviewed on Dec 18, 2024
    Review provided by G2
    What do you like best about the product?
    What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats.
    What do you dislike about the product?
    The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements.
    What problems is the product solving and how is that benefiting you?
    Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff.
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