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Freshdesk

Help Desk Support


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Published 06/12/2011 and rated Ratingstars3 3 out of 5 stars
by AppAppeal Editor
What can you use the app for?

Freshdesk is a web based help desk service that gives professionals and companies a convenient way to manage customer issues and questions. The application provides ticket tracking services that allow the user to review customer requests, assign tickets and track progress to ensure that each issue is addressed and properly closed. Email features also allow users to reply to customer inquiries from within the ticket. Users can also receive email notifications when the customer submits a reply. Freshdesk supports multi-channel interactions with customers, including inquiries made by phone, email, web, Facebook or Twitter. The user can also determine rules to automatically route tickets to the correct agent. Users can also store all of their customer contacts and related information on Freshdesk so it is easy to retrieve from any computer with internet access. Additional features include the ability to build knowledge bases and customer self service tools.

Freshdesk screenshot
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What is the history and popularity of the app?

Freshdesk was founded in 2010. The application was intended to provide on demand software support tools for businesses and professionals. The user can offer Freshdesk as a way to stay on top of customer issues and manage their business and its reputation better by providing quick, reliable responses. The current Freshdesk team is based in Walnut, California and consists of less than 10 individuals, including CEO Girish Mathrubootham.

What are the differences to other apps?

Freshdesk provides many of the same services that similar help desk applications provide. What makes Freshdesk stand out is its versatility. The application supports multiple communication channels, including phone, email and popular social networks Facebook and Twitter. Through Freshdesk, software companies can offer a better level of service and keep all of their customer issues well organized and accessible.

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How does the web app look and feel to use?

The Freshdesk website invites users with a very upbeat, almost refreshing design. The logo features a plump orange with leaves and white speckles beside the site name in dark green and deep orange. The homepage is very well organized, with six black buttons at the top to help the user learn more and access each area. The actual application utilizes a similar vibrant color scheme but in a way that does not intrude on the professional nature and purpose of Freshdesk.

How does the registration process work?

A new user can create Freshdesk account by clicking either the black “Sign Up” link in the upper, right hand corner or the green and white “Try It for Free” button found along the left hand side of the homepage. The registration form asks the user for a company name, desired help desk URL, full name, email address (which will be the account’s admin username), phone number and password. A note at the bottom of the form advises the user that by submitting their information, they are automatically agreeing to the Freshdesk privacy policy and terms and conditions.

What does it cost to use the application?

After the 30 day free trial is up, the user must choose from one of three paid membership plans. The first is the Basic plan which costs just under $10 per agent per month and includes email response management, dispatcher rules, the default SLA policy, knowledge base access, self service portal features and domain mapping as well as enhanced security. The Pro plan costs just under $20 per agent per month and includes scenario automations, customer specific SLAs, business hours and forums. The Premium plan costs around $30 per agent per month and adds multiple product support and multiple time zone support.

Who would you recommend the application to?

Freshdesk is a tool for software companies who need to find a way to handle customer service issues and inquiries. The application provides a number of ways to connect to customers and provide fast responses to tickets.

  • Choose from three membership plans after a 30 day free trial
  • Communicate with customers via phone, web, email or social networks
  • Access ticket information to track progress
  • Receive a notification when a customer responds to a ticket
  • Automatically filter tickets to the correct team members


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Freshdesk pricing

Cheapest plan (per month) : $9.00
(per agent)
Most expensive plan (per month) : $29.00
(per agent, multiple product support, multi-timezone support)

Languages

English

English

Freshdesk on Twitter

Link to app information

Company blog