Freshdesk Features
What are the features of Freshdesk?
Platform
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
Internal Use
- Customization
Freshdesk Categories on G2
Filter for Features
Platform
Mobile User Support | Based on 1068 Freshdesk reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 81% (Based on 1,068 reviews) | |
Customization | Based on 1571 Freshdesk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 81% (Based on 1,571 reviews) | |
User, Role, and Access Management | Based on 1460 Freshdesk reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 86% (Based on 1,460 reviews) | |
Integration | Based on 1056 Freshdesk reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 83% (Based on 1,056 reviews) | |
Reporting | Based on 1776 Freshdesk reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 80% (Based on 1,776 reviews) | |
Dashboards | Based on 1874 Freshdesk reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 83% (Based on 1,874 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 2123 Freshdesk reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 89% (Based on 2,123 reviews) | |
Ticket Response User Experience | Based on 2134 Freshdesk reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 88% (Based on 2,134 reviews) | |
Workflow | Based on 2046 Freshdesk reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 85% (Based on 2,046 reviews) | |
Automated Response | Based on 1939 Freshdesk reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 85% (Based on 1,939 reviews) | |
SLA Management | See feature definition | Based on 1706 Freshdesk reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 83% (Based on 1,706 reviews) |
Attachments/Screencasts | Based on 1993 Freshdesk reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 85% (Based on 1,993 reviews) | |
Ticket Collaboration | Based on 1913 Freshdesk reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 87% (Based on 1,913 reviews) | |
Customer/Contact Database | Based on 1278 Freshdesk reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 82% (Based on 1,278 reviews) |
Communication Channels
Customer Portal | Based on 1829 Freshdesk reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 86% (Based on 1,829 reviews) | |
Email to Case | Based on 1976 Freshdesk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 89% (Based on 1,976 reviews) | |
Live Chat Support | Based on 1222 Freshdesk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 84% (Based on 1,222 reviews) | |
Social Media Integration | Based on 1105 Freshdesk reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 81% (Based on 1,105 reviews) | |
Voice | Based on 853 Freshdesk reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis. | 80% (Based on 853 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. 936 reviewers of Freshdesk have provided feedback on this feature. | 87% (Based on 936 reviews) | |
Searchable Articles | As reported in 890 Freshdesk reviews. Makes articles in the knowledge base searchable on the web. | 86% (Based on 890 reviews) | |
Community Forums | As reported in 666 Freshdesk reviews. Enables users to engage with other users to solve common issues. | 83% (Based on 666 reviews) | |
Mobile Optimization | As reported in 221 Freshdesk reviews. Optimizes the customer self-service experience on mobile devices | 82% (Based on 221 reviews) | |
Personalization | As reported in 235 Freshdesk reviews. Gives the user targeted, personalized results based on their activity or preferences | 84% (Based on 235 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 232 Freshdesk reviews. | 85% (Based on 232 reviews) | |
Automation | Automates some or all operation related tasks This feature was mentioned in 237 Freshdesk reviews. | 86% (Based on 237 reviews) | |
Artificial Intelligence | Based on 198 Freshdesk reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 80% (Based on 198 reviews) | |
Integrations | As reported in 215 Freshdesk reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 85% (Based on 215 reviews) |
Communication
Pop-up Chat | Based on 548 Freshdesk reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 88% (Based on 548 reviews) | |
Notifications | Based on 566 Freshdesk reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 87% (Based on 566 reviews) | |
Targeted Emails | Based on 461 Freshdesk reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients. | 87% (Based on 461 reviews) | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. 165 reviewers of Freshdesk have provided feedback on this feature. | 85% (Based on 165 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. 169 reviewers of Freshdesk have provided feedback on this feature. | 81% (Based on 169 reviews) |
Internal Use
Customization | Based on 1571 Freshdesk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 81% (Based on 1,571 reviews) | |
Conversation Archiving | As reported in 172 Freshdesk reviews. Archives conversations in a separate location for later reference. | 87% (Based on 172 reviews) | |
Lead Development | Based on 153 Freshdesk reviews. Enables employees to denote potential customers. | 82% (Based on 153 reviews) | |
Knowledge Base | Based on 528 Freshdesk reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 88% (Based on 528 reviews) | |
Team Inbox | Based on 486 Freshdesk reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 88% (Based on 486 reviews) | |
Customer Profiles | Based on 515 Freshdesk reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 86% (Based on 515 reviews) |
Process
Mentions | Based on 145 Freshdesk reviews. Scours various channels for brand mentions to proactively seek reparative communications. | 86% (Based on 145 reviews) | |
Tickets | Based on 465 Freshdesk reviews. Creates and assigns support tickets, scheduling them in a timely manner. | 93% (Based on 465 reviews) | |
Macros | Allows administrators to create templated responses to frequently asked questions. 357 reviewers of Freshdesk have provided feedback on this feature. | 86% (Based on 357 reviews) |
Channels
As reported in 459 Freshdesk reviews. Ability to connect agents with customers through Live Chat.
| 92% (Based on 459 reviews) | ||
Social | Connects employees with customers through a social media solution. This feature was mentioned in 400 Freshdesk reviews. | 88% (Based on 400 reviews) | |
Live Chat | Based on 360 Freshdesk reviews. Ability to connect agents with customers through email.
| 88% (Based on 360 reviews) | |
Phone | As reported in 323 Freshdesk reviews. Connects employees with customers through a calling solution. | 86% (Based on 323 reviews) | |
Multi-Channel Coverage | Based on 309 Freshdesk reviews. Software incorporates multiple digital communications channels. | 84% (Based on 309 reviews) | |
Open Listening | Based on 291 Freshdesk reviews. Allows incorporation of inbound contacts from non-marketing channels. | 79% (Based on 291 reviews) | |
Physical Media | Based on 282 Freshdesk reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix. | 75% (Based on 282 reviews) |
Insight
Surveys | Based on 364 Freshdesk reviews. Provides opportunity for customers to give feedback through a survey. | 87% (Based on 364 reviews) | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. 152 reviewers of Freshdesk have provided feedback on this feature. | 87% (Based on 152 reviews) | |
Visitor Activity | Based on 356 Freshdesk reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | 86% (Based on 356 reviews) | |
Help Desk | As reported in 429 Freshdesk reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | 91% (Based on 429 reviews) |
Design
Communications Strategy Development | Based on 286 Freshdesk reviews. Allows planning and deployment of an overall communications strategy. | 82% (Based on 286 reviews) | |
Create Content | Based on 292 Freshdesk reviews. Includes or integrates with content creation apps. | 78% (Based on 292 reviews) | |
Personalization | Outbound communications are segmented and personalized. This feature was mentioned in 313 Freshdesk reviews. | 83% (Based on 313 reviews) | |
Inbound Identification | As reported in 299 Freshdesk reviews. Inbound contacts are identified and handled based on history. | 83% (Based on 299 reviews) | |
Regulatory Compliance | As reported in 290 Freshdesk reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | 84% (Based on 290 reviews) |
Usability
All-Employee Access | As reported in 232 Freshdesk reviews. Permits use by job roles outside of service department | 88% (Based on 232 reviews) | |
Supporting Documents | As reported in 229 Freshdesk reviews. Allows linking of useful information such as screen shots | 87% (Based on 229 reviews) | |
Two-Way Communication | Based on 224 Freshdesk reviews. Provides direct contact between CSRs and customers outside of milestones | 88% (Based on 224 reviews) |
Reporting
Priority Case Alerts | Based on 219 Freshdesk reviews. Informs stakeholders of activity on escalated or high-value cases | 86% (Based on 219 reviews) | |
Trend Analysis | As reported in 216 Freshdesk reviews. Evaluates frequency of types of complaints | 85% (Based on 216 reviews) | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring This feature was mentioned in 227 Freshdesk reviews. | 86% (Based on 227 reviews) |
Productivity Tools
Notes | As reported in 209 Freshdesk reviews. Allows users to leave notes or comments on emails or relevant cases. | 89% (Based on 209 reviews) | |
Internal Discussion | As reported in 198 Freshdesk reviews. Provides a dedicated space or a thread feature that allows for long-form discussion. | 86% (Based on 198 reviews) | |
Assignments and Tasks | Based on 201 Freshdesk reviews. Offer in-application assignment and task tracking functionality. | 86% (Based on 201 reviews) | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. 204 reviewers of Freshdesk have provided feedback on this feature. | 86% (Based on 204 reviews) | |
Templates | Allows users to create canned answers or templates for email responses. 205 reviewers of Freshdesk have provided feedback on this feature. | 87% (Based on 205 reviews) | |
Integrations | Based on 181 Freshdesk reviews. Integrates without outside software to provide additional functionality or pull information. | 83% (Based on 181 reviews) | |
Tagging System | As reported in 202 Freshdesk reviews. Provides a tagging system to allow users to sort emails by relevant subject. | 87% (Based on 202 reviews) |
Analytics
Trends | As reported in 183 Freshdesk reviews. Analyzes trends in email content and resolution. | 84% (Based on 183 reviews) | |
Performance Tracking | Based on 191 Freshdesk reviews. Tracks performance and productivity of users inside the application. | 85% (Based on 191 reviews) | |
Email Tracking | As reported in 189 Freshdesk reviews. Tracks email analytics like emails opened, how long the email was opened for, etc. | 86% (Based on 189 reviews) |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. This feature was mentioned in 385 Freshdesk reviews. | 84% (Based on 385 reviews) | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. This feature was mentioned in 332 Freshdesk reviews. | 84% (Based on 332 reviews) | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. 325 reviewers of Freshdesk have provided feedback on this feature. | 83% (Based on 325 reviews) | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. 261 reviewers of Freshdesk have provided feedback on this feature. | 84% (Based on 261 reviews) |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. This feature was mentioned in 343 Freshdesk reviews. | 85% (Based on 343 reviews) | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. 362 reviewers of Freshdesk have provided feedback on this feature. | 84% (Based on 362 reviews) | |
Transcripts | Maintains a transcript of conversations from all channels. 326 reviewers of Freshdesk have provided feedback on this feature. | 83% (Based on 326 reviews) | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 268 Freshdesk reviews. | 82% (Based on 268 reviews) |
Generative AI
AI Text Generation | Based on 256 Freshdesk reviews. Allows users to generate text based on a text prompt. | 74% (Based on 256 reviews) | |
AI Text Summarization | Based on 254 Freshdesk reviews. Condenses long documents or text into a brief summary. | 76% (Based on 254 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 89 Freshdesk reviews. | 78% (Based on 89 reviews) | |
AI Text Summarization | As reported in 88 Freshdesk reviews. Condenses long documents or text into a brief summary. | 79% (Based on 88 reviews) | |
AI Text-to-Speech | As reported in 87 Freshdesk reviews. Simulates human-like speech from text inputs. | 75% (Based on 87 reviews) | |
AI Text Summarization | Based on 124 Freshdesk reviews. Condenses long documents or text into a brief summary. | 80% (Based on 124 reviews) | |
AI Text Generation | As reported in 67 Freshdesk reviews. Allows users to generate text based on a text prompt. | 83% (Based on 67 reviews) | |
AI Text Summarization | Based on 67 Freshdesk reviews. Condenses long documents or text into a brief summary. | 81% (Based on 67 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 156 reviewers of Freshdesk have provided feedback on this feature. | 76% (Based on 156 reviews) | |
AI Text Summarization | Based on 156 Freshdesk reviews. Condenses long documents or text into a brief summary. | 76% (Based on 156 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 166 reviewers of Freshdesk have provided feedback on this feature. | 77% (Based on 166 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 163 Freshdesk reviews. | 77% (Based on 163 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 224 reviewers of Freshdesk have provided feedback on this feature. | 77% (Based on 224 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 224 Freshdesk reviews. | 77% (Based on 224 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 69 reviewers of Freshdesk have provided feedback on this feature. | 80% (Based on 69 reviews) | |
AI Text Summarization | As reported in 69 Freshdesk reviews. Condenses long documents or text into a brief summary. | 79% (Based on 69 reviews) |
