Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




Freshdesk Software Review - SupportNinja - Blog

Freshdesk Software Review

The Freshdesk Story

Freshdesk is a cloud-based app that offers businesses a customer service tool to add value to their service. It was founded and created by Girish Mathrubootham of India. Girish was working for a large company for 9 years before he decided to put up this startup with his partner and co-founder, Shan in 2010. His extensive experience and knowledge of cloud computing and helpdesk services, coupled with following Zendesk’s success inspired Girish to design an SaaS product that would target the customer support market.

Growth in Numbers

According to Girish, the concept behind Freshdesk is to solve basic problems in customer support, and offer a management helpdesk solution system that would incorporate feedback and satisfaction surveys. In short, Girish wanted to design a software that wasn’t too cumbersome or have too many steps or processes.

Freshdesk has seen a recent growth spurt with new funding worth $31 million in June 2015, and another $50 million from investors, Tiger Global, Google Capital, and Accel Partners. Their user-base has grown from 4,000 to 50,000 in the past two years, and their team has grown from 6 to 475 employees.

The Freshdesk Features

Freshdesk has always been on the cloud. It offers phone, email, chat, and web tools alongside social channels. The software is a management tool that provides a way to customize customer interactions and forward them to the proper channels and departments.

  • Ticketing is very easy to use. Each ticket provides the necessary information to solve customer issues such as:
    1. Who is assigned to each ticket
    2. Start times
    3. Due dates
    4. Private notes
    5. Customer data
    6. Formatting
    7. Ticket merge
    8. Priority status

  • Email ticketing provides for unlimited mailboxes in order to effectively manage all emails from one place. This helps you to prioritize and categorize tickets. Agents can also collaborate and work as a team using the private notes. This prevents the duplication of work efforts, collision, and risks.
  • The Built-in Phone Channel allows the agent to enjoy a dedicated cloud-based call center, which is a cost-effective solution. Users are required to buy a phone number for $1/month and they can receive calls from anywhere in the world. Calls can be recorded automatically, forwarded to mobile devices, and converted into tickets.

  • The Self Service Portal allows for customization of the Freshdesk account so it looks like part of a website.
  • Mobihelp is an In-app support tool. It provides instant mobile access on FAQs, chat, and customer support at no extra charge.
  • In-house reward system is Freshdesk’s offer to users in recognizing outstanding performance by agents. Users can give them the following recognition awards:
    1. Most Valuable Player
    2. Speed Racer
    3. Customer Wow Champion
    4. Sharp Shooter

These rewards help add a lot of motivation to agents…making work a fun environment.

  • Freshdesk Automation is another valuable feature which includes the Freshdesk Dispatch’r (automated ticket dispatch), Supervisor (support tidy-up or time-based actions), and Observer (automated events-triggered actions).
  • Enhanced security that includes SSL encrypted servers, global infrastructure, redundant backups, IP whitelisting, single sign, free upgrades and periodic maintenance and fixes
  • Analytics, report on customer satisfaction, surveys, load analysis, phone and chat reports, comparison reports, and summary reports
  • Other features include Live Chat, feedback widgets, forums, multiple languages and time zones,  multiple SLAs, native integration, FreshPlugs, API assistance, and Facebook and Twitter channels

Freshdesk Products

Freshdesk offers three products:

  1. Freshdesk – The main customer support software
  2. Freshservice – The internal IT Helpdesk
  3. Mobihelp – The In-app support

Freshdesk offers free trials for all its plans, and offers five plans:

  1. Sprout – Free with a maximum of three agents. More than three agents are $15/month and includes email and phone support.
  2. Blossom – $16/month per agent if paid annually, otherwise the fee is $19/month per agent. This plan includes social media support, community forums, and game mechanics.
  3. Garden – $25/month per agent if paid annually, otherwise rate is $29/month per agent. This plan includes live chat, multiple locations, and multiple products.
  4. Estate – $40/month per agent if paid annually or $49/month per agent. This plan includes portal customization, reports, and custom agent roles.
  5. Forest – This is the top of the line plan at $70/month per agent if paid annually or $79/month per agent and includes custom email servers and IP whitelisting.

User Interface

Freshdesk is easy to use, which is one of the reasons why it works. Freshdesk is very similar to Zendesk, and is often sometimes referred to as the Zendesk copycat, but lacking in features. Zendesk’s CEO recently tweeted that Freshdesk was a “freaking rip-off” which set off a flurry of comments from analysts and users alike.

The interface is web-based, centralized and user-friendly. It supports Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), and Windows 2000.

The ticketing system is very intuitive and makes tracking simple, quick, and convenient.

On the downside, it lacks comprehensive reporting and analytics. Also, the automation could be more responsive, but what it lacks in features, it makes up in customer support. In summary, it is a basic customer support program that works well but is limited in capacity and features. Thus, for small companies, the pricing may be seen as a little steep considering it is a basic software.

Compared to Zendesk, the leader in customer support software, Freshdesk has a great Self Help Community but is not as good as Zendesk’s Multi-Channel and problem management.


Publish Date: March 9, 2016 5:00 AM

2020 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

View more from SupportNinja

Recent Blog Posts:
How to Motivate Your Virtual TeamOctober 6, 2016 5:00 AM
5 Tips for Developing a Killer Virtual TeamSeptember 12, 2016 5:00 AM
5 Companies Delivering Customer Service CreativelyAugust 5, 2016 5:00 AM
4 Customer Service Processes You Should Have in PlaceJuly 29, 2016 5:00 AM
How to Outsource Any Task in 5 StepsJuly 16, 2016 5:00 AM
3 Ways to Save on Customer SupportJuly 8, 2016 5:00 AM
The Three Task Categories You Should OutsourceJuly 1, 2016 5:00 AM
When to Hire a Virtual Assistant and When to Hire a ConsultantJune 24, 2016 5:00 AM
5 Tasks Your Sales Team Should be Outsourcing Right NowJune 17, 2016 5:00 AM
Kayako Software ReviewMay 26, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =