Freshservice is a cloud-based IT service desk and service management system that’s simple to set up and use. It is an efficient service desk software that’s fun to use. The app helps agents to support customers effectively and at the same time enjoy themselves, which boosts efficiency and productivity. In short, you get happier agents and happier customers thanks to this effective service desk.
A big advantage is you can start using Freshservice immediately as there is nothing to install. Plus, you can use the cloud advantage to go mobile. Your agents can use their smartphones to respond to issues, filter through tickets, and assign tasks. Other advantages are you don’t have to manage licenses, host your servers, or worry about upgrades and patches, which makes the job of your support admins very easy.
Benefits of Freshservice
Freshservice ensures all issues get ticketed, tracked, and resolved quickly and effectively. Your agents can easily resolve service requests and support queries. They can categorize tickets and assign it to the right rep with just a few clicks.
You don’t have to spend time on routine queries. Use the knowledge base to reduce the number of tickets you receive. You can easily share tutorials, documents, and solutions at a centralized place. The knowledge base can help you to reduce resolution times. Simply link the ticket to a related article and provide canned responses to similar requests and queries.
Service desk automation
You can operate your service desk on autopilot. Use convenient shortcuts and automate common tasks to save time and energy. Create specific rules for various conditions and the service desk does the rest without the need for coding. This feature is easy to use and it automatically categorizes, prioritizes, and assigns all tickets.
Freshservice helps your customers resolve issues on their own by auto-suggesting apt solution articles. It shows the right answers next to the ticket form. Thus, it reduces the number of tickets and resolution time. Your customers can read the knowledge base solutions to get answers to their problem. They don’t have to contact an agent unless it is absolutely necessary.
Service levels and escalations
This feature helps you to follow up on tickets. It provides proactive alerts, smart notifications, and escalations to enable you to work on the right ticket at the right time.
Overview of Freshservice Features
- Ticket management system
- Social customer support
- Smart knowledge base suggestions
- Self-service portal
- Multiple SLA policies and escalations
- Multiple satisfaction survey
- Multiple products support
- Managed team inbox
- Integrated community forums
- Help desk gamification
- Global customer support
- Customizable ticket fields
- Complete portal customization
- Built-in time tracking
- Automated ticketing and response system
- Agent collision detection
- Advanced reporting and insights
Pricing of Freshservice
Freshservice price will depend of the exact features you need for your company. The software is offered in four packages that are billed annually:
Sprout Plan – Free up to 3 agents and 100 free assets; Features include 100 end users, self-service portal, knowledge base, and incident management.
Blossom Plan – $29/agent/month, plus you can purchase additional assets at 20 cents/asset/month; Features include multiple help desk emails, unlimited end users, time tracking, satisfaction surveys, and CMDB.
Garden Plan – $49/agent/month, purchase additional assets at 20 cents/asset/month; Includes all Blossom Plan features, plus custom roles, change management, and problem management.
Estate Plan – $79/agent/month, purchase additional assets at 20 cents/asset/month; Includes all Garden Plan features, plus service catalog, custom SSL and trusted IP, round robin assignment, and integrated game mechanics.