Features and benefits of Freshdesk solution.
Freshdesk solution allows you to improve your Customer Service Management, to better know your customer.
To learn more about this solution :
- Presentation Freshdesk solution
- Main Freshdesk features
- Freshdesk benefits
- Comparative table of the different Freshdesk offers
![]() |
Main Freshdesk features
|
Main features
Features |
Description |
Ticket management |
Tickets management allows you to centralize all the exchanges with your customers. Your customers can use the different channels to contact you : email, phone, chat, internet. You can manage all the demands and exchanges related, from your Freshdesk solution. |
Self service portal | Your customers can support themselves using a knowledge base that allows them to search a topic and find the answers linked. From this portal, customers can also create a new case or follow-up their tickets.
|
SLA measurment |
|
Règles de gestion et automatismes |
|
Reporting |
|
Integration |
|
Freshdesk
Created in 2010, Freshdesk is one of the most fast-growing company which is offering a Customer Service Management solution. To date, Freshdesk company, supported by Google Capital, raised more than $90 Millions. Freshdesk solution is used by more than 50000 customers all around the world.
Freshdesk solution is made to meet users needs. The interface is easy-to-use and has a variety of features that improves the agent work and increases the Customer Service Management quality.
Freshdesk benefits
Comparative table of Freshdesk offers
Features | SPROUT | BLOSSOM | GARDEN |
ESTATE |
FOREST |
Base features |
|||||
Ticket management | √ | √ | √ | √ | √ |
Email ticketing | √ | √ | √ | √ | √ |
Self service portal and knowledge base | √ | √ | √ | √ | √ |
Business rules management through SLAs | √ | √ | √ | √ | √ |
Advanced image customization | √ | √ | √ | √ | √ |
Satisfaction surveys | √ | √ | √ | √ | |
Multiple incoming and outgoing mailboxes | √ | √ | √ | √ | |
Multi-product support | √ | √ | √ | √ | |
Company level SLAs | √ | √ | √ | ||
Multiple business hours | √ | √ | √ | ||
Knowledge base and community |
|||||
Self service interface to access a complete tickets history | √ | √ | √ | √ | √ |
Community forums | √ | √ | √ | √ | |
Multi-language portals | √ | √ | √ | ||
Customization |
|||||
Custom fields | √ | √ | √ | √ | √ |
Custom domain mapping | √ | √ | √ | √ | |
Full CSS customization | √ | √ | √ | ||
Public customer portal customization | √ | √ | |||
Custom Email servers | √ | ||||
Reporting |
|||||
Temporal tickets follow-up | √ | √ | √ | √ | |
Basic reporting | √ | √ | √ | √ | √ |
Advanced reporting | √ | √ | √ | √ | |
Enterprise reporting | √ | √ | |||
Customer portal pre-setted | √ | √ | |||
Security and authorizations |
|||||
Customizable agent roles | √ | √ | |||
Agent collision detection | √ | √ | |||
IP Whitelisting | √ | √ | |||
Custom SSL Certificates (one free) | √ | √ | √ | √ | √ |
Single Sign on with SSO or SAML | √ | √ | √ | √ | |
Integration |
|||||
Integration with many applications | √ | √ | √ | √ | √ |
SugarCRM advanced connector (Blue note systems) | √ | √ | √ | √ | |
Mobility |
|||||
Application for iPad, iPhone and Android | √ | √ | √ | √ | √ |