Freshdesk Review – Is It The Best Choice In 2024?

Are you looking for a customer support software service for your business? Let’s figure out if Freshdesk can be the tool you need in this detailed Freshdesk review.

Before we dive into the features or why this could be a great customer support software service, let’s have a trip down memory lane.

The Brief History

This amazing software service hit the market back in 2010, courtesy of the co-founders Girish Mathrubootham and Shan Krishnasamy.

These two amigos were on a mission to flip the script on customer support, and boy, have they succeeded!

Fast forward to today, and it is the go-to choice for thousands of businesses worldwide and the growth trajectory doesn’t seem to stop at any time soon.

And that doesn’t happen accidentally, does it?

Let’s have a look into the details and figure out why it’s considered one of the best…

Features That Makes It Work

One of the most important or perhaps the most important aspects of your choice in selecting a customer support software would be the variety of features it offers.

So let’s explore all the key features it offers and what it can do for your business.

Enhanced Collaborations: It has advanced collaboration features that enable collaboration with experts both within and outside your organization to resolve complex issues faster. Making things more efficient and seamless.

Shared Ownership: Share ownership of tickets with other teams without losing visibility into the progress made on the issue.

Linked Tickets: Link related tickets together to keep track of widespread issues and ensure consistent responses.

Parent-Child Ticketing: Resolve complex, multistage issues faster by breaking them down into smaller child tickets.

Support Across Channels: Freshdesk unifies and manages support-related communications from multiple channels on a single platform, including email, phone, chat, social media, website, and even WhatsApp.

Ticketing Made Easy: Freshdesk allows you to prioritize, categorize, and assign tickets, ensuring you never lose track of customer inquiries. This efficient ticketing system streamlines support operations.

Team Inbox: Manage incoming support tickets from various channels, such as email, chat, phone, and social media, all within a single inbox. This centralized approach simplifies ticket management.

Agent Collision Detection: Prevent multiple agents from unintentionally working on the same ticket. This feature ensures a smooth and organized support process.

SLA Management: Set deadlines for ticket response and resolution based on different business hours or categories. This helps in meeting customer expectations promptly.

Ticket Field Suggester: Freshdesk can automatically suggest ticket fields to help categorize, prioritize, and route incoming tickets efficiently.

Thank You Detector: Avoid the unnecessary reopening of tickets when customers respond with a simple thank you, maintaining ticket status accuracy.

Custom Ticket Status: Customize ticket statuses to align with your workflow, making it easier to identify the stage of each ticket’s resolution.

Scenario Automation: Simplify repetitive tasks by automating multiple actions on a ticket with a single click, improving efficiency.

Canned Responses: Provide quick and consistent answers to common customer questions with preformatted replies.

Why Use Freshdesk?

Now that we’ve delved into the myriad features that Freshdesk offers, you might be wondering why you should make it your go-to customer support solution.

Well, wonder no more, because Freshdesk isn’t just a collection of features; it’s a game-changer for businesses of all sizes.

Let’s explore why you should hop on board the Freshdesk train and revolutionize your customer support journey.

User-Friendly And Budget-Friendly

Freshdesk knows not everyone is a tech whiz. So, they designed an interface that’s as easy to navigate as your favorite social media app. Whether a startup or a corporate giant, Freshdesk welcomes you with open arms.

Increase Team Productivity

Leverage Freshdesk’s built-in capabilities to automate repetitive helpdesk tasks, such as ticket assignments based on keywords, skill, or time-triggered events.

Help Customers Help Themselves

Empower customers with a self-service experience through a knowledge base and forums, assisted by features like chatbots and solution suggestions.

Use It Anywhere, Anytime With Its Apps

If you’re constantly on the move, like I often am as a blogger and YouTuber, you’ll appreciate Freshdesk’s mobile app.

It’s like having your office or customer support center right in your pocket anywhere you go. And of course, it’s open anytime you want!

With the help of this app, you and your team can effortlessly manage customer support tasks from your smartphones and tablets, no matter where you are or whether you’re an Android user or an iOS user.

Yes, it’s available for both Android and iOS devices!

Whether it’s responding to tickets, checking customer inquiries, or collaborating with team members, the mobile app ensures that you stay connected and responsive, providing top-notch support even on the go.

This helps you to be more efficient and productive while proactively dealing with your customers, making sure they’re happy with your products and services.

By the way, Freshdesk is not the only app they have. You can find apps for almost all your business needs built to fuel your growth by the Freshworks team. Some of my other favorite apps are Freshchat, Freshsales, and Freshcaller.

Seamless Integration

Freshdesk gets that you’ve got a toolbox of other software for your specific needs. So, they’ve made sure that it plays nicely with your third-party apps and tools.

CRM system? Check.

Email marketing platform? Check.

Project management tools? Check.

It’s like a symphony of software harmoniously working together.

Again, one of my favorite integrations is the HubSpot integration.

I’ve been using it for a long time so it was very important for me to seamlessly use both of them without any hassle and it works.

It was strange to see other competitor CRM apps on the Freshdesk marketplace but this shows that they genuinely care about you and want you to succeed.

Of course, this also means that it will be easier for them to make you switch as well but hey, it’s a win-win and I’ll take it.

They’ve over 1000s of apps on their marketplace ready for you to benefit from.

Some of the popular apps or integrations are Google Calendar, Slack, Microsoft Teams, Google Analytics, Shopify, Office 365, WooCommerce, FreshBooks, etc.

And on the other hand, some of the recently added ones are WhatsApp, ChatGPT Assistant, YouTube, ClickUp, Playstore, etc.

State-Of-The-Art Data Security

Freshdesk ensures enterprise-grade security with features like custom SSL certificates, IP and network restrictions, identity and access management, and comprehensive audits to protect your data.

Top-Notch Support For Your Support

Freshdesk isn’t just about software; it’s about support. You can access a treasure trove of resources, from a knowledge base to video tutorials and webinars.

Plus, there’s a community forum where you can rub virtual shoulders with fellow users.

And if that’s not enough, their customer support team is always ready to lend a hand.

Pricing Plans For Every Palate

When it comes to pricing, Freshdesk caters to all appetites and tries to keep everyone happy:

Free Plan: The free plan is perfect for startups and small businesses on a shoestring budget. I started with this as well. Check it out here!

Growth Plan: This plan is tailored for growing businesses with room for customization. The pricing is also reasonable and most growing businesses would be able to bear this cost for the immense gain it will offer in return.

Pro Plan: This plan is ideal for those ready to scale up their support game or relatively large business. For most of us, this would be the best plan to go with and it has everything you’d probably need.

Enterprise Plan: As the name suggests, this plan is suited for larger enterprises with complex needs. It’s the best Freshdesk is offering plus some extra enterprise-level services.

Ready to give it a try?

The Pros And Cons Freshdesk

Now, let’s break down the good and not-so-good:

Face-Off: Freshdesk VS. The Competition

In the epic battle of customer support software, Freshdesk stands tall. Here’s a quick showdown:

Freshdesk vs. Zendesk: These two heavyweights offer similar features, but Freshdesk often wins on price. Plus, it’s known for its user-friendly interface, perfect for newcomers.

Make sure to look into the details before making a decision but I’m fairly certain you don’t have to do it. You’ve already found the perfect match.

Freshdesk vs. HubSpot CRM: HubSpot CRM steps into the ring with its renowned marketing and sales prowess, but when it comes to the nitty-gritty of customer support, Freshdesk’s feature-rich offerings often prove hard to beat.

I love HubSpot and I’ve been using it for a long time now. That’s why I can definitely say that FreshDesk is the way to go if customer support service is your priority.

Freshdesk vs. Help Scout: While Help Scout is solid, Freshdesk packs a more comprehensive punch, especially for larger organizations. Unfortunately, I haven’t used Help Scout enough to give you an idea but on the basis of online user recommendations and reviews, I think it fails to beat our champion.

Freshdesk vs. Zoho Desk: When it comes to any Zoho product or service I get biased because of it’s origin. So, I’m not a reliable source to talk about it much as a reviewer.

However, based on other’s opinions, Zoho Desk is a worthy competitor, but Freshdesk’s user-friendly design seems to sway the people.

Please don’t ask me to choose between them!

Freshdesk vs. Fluent CRM: While Fluent CRM is also a good CRM it’s not even close to Freshdesk.

In most cases, I would recommend you to go with FreshDesk unless you specifically want to integrate your CRM directly into your WordPress website or do not want to use any third-party solution.

For everyone else, you know what to choose.

A Few Use-Case Examples

Freshdesk is like a Swiss Army knife – it fits many pockets:

E-commerce Expedition: For e-commerce, Freshdesk helps manage customer inquiries like a pro. It’s your trusty sidekick for orders, returns, and product questions.

SaaS Company: Software as a Service (SaaS) companies love Freshdesk for tech support and keeping users happy.

Customer Support Central: If you’re running a support center, Freshdesk streamlines everything. Faster responses, happier customers, and more productive teams – it’s a triple win!

Maximizing The Freshdesk Adventure

To get the most out of Freshdesk, here are some tips:

Update That Knowledge Base: Keep it fresh, like your favorite fruit. Regularly update your knowledge base to cut down on support tickets.

Embrace Automation: Let Freshdesk do the heavy lifting with automation. It’s like having a personal assistant for your support team.

Love Those Reports: Dive into those reporting tools. They’re your compass in the customer support wilderness.

Integrate and Conquer: Connect Freshdesk with your other tools. It’s like having a superhighway for data.

Train Your Troops: Even though Freshdesk is user-friendly, a little extra training never hurts. Keep your support team in tip-top shape.

Freshdesk Review: The Verdict

In a nutshell, Freshdesk is one of the best customer support service software with all the advanced features you’d need for all your needs.

It’s got an interface even your grandma could love or will be able to use too.

Your customers will thank you, your support team will thank you, and you’ll be the hero at the end of it.

So, whether you’re a startup on a shoestring or a corporate giant, Freshdesk is the adventure you’ve been waiting for.

Get Started With Freshdesk Today!