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Feature list |
SPROUT
FREEunlimited agents |
BLOSSOM
$ 15
/agent/month billed yearly monthly |
GARDEN
$ 29
/agent/month billed yearly monthly |
ESTATE
$ 49
/agent/month billed yearly monthly |
FOREST
$ 109
/agent/month billed yearly monthly |
| TICKET MANAGEMENT | |||||
| Automatic email notifications | |||||
| Merge tickets | |||||
| Ticket export | |||||
| Ticket activities | |||||
| Email ticketing | |||||
| Set Priority | |||||
| Set Status | |||||
| Outbound email | |||||
| Basic Freshcaller Integration | |||||
| Advanced Freshchat and Freshcaller Integration | |||||
| Undo send | |||||
| Split tickets | |||||
| Sort ticket conversations | |||||
| Multiple shared inboxes | |||||
| Watch tickets | |||||
| Time tracking | |||||
| Ticket templates | |||||
| Assume identity | |||||
| Annotated image attachments | |||||
| Satisfaction surveys - Standard | |||||
| Satisfaction surveys - Customizable | |||||
| SLA MANAGEMENT | |||||
| Business rules management through SLAs | |||||
| SLA reminders | |||||
| Escalation emails for SLA violation | |||||
| Multiple SLA policies | |||||
| Product, group and company level SLAs | |||||
| SLA for every response | |||||
| SELF SERVICE | |||||
| Knowledge base | |||||
| Private Knowledge Base | |||||
| Email to Knowledge base | |||||
| Auto suggest solutions | |||||
| Automatic article reordering | |||||
| Advanced article filtering | |||||
| Advanced article bulk actions | |||||
| Automatic sitemap generation | |||||
| Community forums | |||||
| Multi-product content management | |||||
| Article versioning | |||||
| Approval workflow | |||||
| SOCIAL SUPPORT | |||||
| Basic Twitter channel | |||||
| Basic Facebook channel | |||||
| Advanced Twitter channel | |||||
| Advanced Facebook channel | |||||
| COLLABORATION | |||||
| Contextual collaboration with Freshconnect | |||||
| Linked tickets | |||||
| Shared ownership of tickets | |||||
| Parent-child ticketing | |||||
| TICKET FORMS | |||||
| Custom status | |||||
| Custom ticket fields | |||||
| Dependent fields in ticket forms | |||||
| Dynamic ticket forms | |||||
| Multilingual ticket forms | |||||
| GLOBAL SUPPORT | |||||
| Dynamic email notifications | |||||
| Multilingual knowledge base | |||||
| Multilingual satisfaction surveys | |||||
| Multiple time zones | |||||
| Multiple business hours | |||||
| Multiproduct helpdesk |
Upto 5 products
|
Unlimited products
|
|||
| CUSTOMER MANAGEMENT | |||||
| Omnichannel Customer timeline | |||||
| Custom contact and company fields | |||||
| Merge contacts | |||||
| Customer journey | |||||
| Customer 360 | |||||
| Link multiple companies to a single contact | |||||
| Identify contacts using external ID | |||||
| Customer segments | |||||
| External ID support | |||||
| CUSTOMIZATIONS | |||||
| Public portal customization | |||||
| API access | |||||
| Custom domain mapping | |||||
| CSS customization | |||||
| Complete portal customization | |||||
| Customizable agent roles | |||||
| FreshThemes gallery | |||||
| FREDDY AI FOR CUSTOMER SERVICE | |||||
| Email bot | |||||
| Assist Bot | |||||
| Social Signals | |||||
| Thank you detector | |||||
| Auto-triage | |||||
| Bot reporting | |||||
| Article Suggester | |||||
| Canned Response Suggester | |||||
| Robo Assist (RPA Connectors) | |||||
| Free bot sessions/month |
5000 bot sessions/month
|
||||
| CHANGE MANAGEMENT | |||||
| Audit Log | |||||
| Sandbox | |||||
| SECURITY | |||||
| SSL certificate | |||||
| Single sign on | |||||
| Datacenter Location | |||||
| Single sign on with SAML | |||||
| DKIM/DMARC | |||||
| Custom email servers | |||||
| Custom SSL certificates | |||||
| Advanced password policy for agents and customers | |||||
| Helpdesk restriction | |||||
| IP whitelisting | |||||
| HIPAA Compliance | |||||
| APPS | |||||
| Access to app gallery | |||||
| Email marketing and CRM apps | |||||
| Cloud telephony integration app | |||||
| Survey & feedback apps | |||||
| Time tracking and invoicing tools | |||||
| Custom apps | |||||
| FRESHDESK MOBILE APP | |||||
| Freshdesk for iOS | |||||
| Freshdesk for Android | |||||
| CUSTOMER SUPPORT | |||||
| Knowledge base | |||||
| Community forums | |||||
| 24x7 Email support | |||||
| 24x5 Phone support | |||||
| 24x5 Chat support | |||||
OMNICHANNEL FEATURES |
SPROUT
NA |
BLOSSOM
NA |
GARDEN
NA |
ESTATE
+ $ 30/agent/month, billed yearly |
FOREST
+ $ 40/agent/month, billed yearly |
| Omnichannel | |||||
| Free bot sessions/month |
3000 bot sessions/month
|
5000 bot sessions/month
|
|||
| Chatbot Builder | |||||
| Chatbot reporting | |||||
| Intent Detection | |||||
| Answers powered by Freddy | |||||
| API Connectors | |||||
| Custom CSS & JS | |||||
| Custom Parameters | |||||
| Rich Media Interactions | |||||
| Multilingual Chatbots | |||||
| Bot Activities | |||||
| Chat widget | |||||
| WhatsApp Integration | |||||
| Facebook Messenger Integration | |||||
| Apple Business Chat | |||||
| LINE | |||||
| Omnichannel customer timeline | |||||
| Topics | |||||
| Customer context | |||||
| Assignment rules | |||||
| Integrated FAQs | |||||
| IntelliAssign | |||||
| Co-browsing | |||||
| Multilingual FAQs | |||||
| Purchase Local/Toll-free numbers | |||||
| Number porting | |||||
| Click to call | |||||
| Advanced call queues | |||||
| IVR | |||||
| Call masking | |||||
| Voicemail | |||||
| Voicemail transcription | |||||
| Inbound caller ID | |||||
| Warm transfer | |||||
| Smart escalations | |||||
| Call monitoring | |||||
| Call barging | |||||
| Conference calling | |||||
| After Call Work (ACW) | |||||
| Advanced call metrics | |||||
| Curated call reports | |||||
| Custom call centre reports | |||||
| Queue callback (virtual hold) | |||||
| Non-business hour routing | |||||
| Holiday calendar | |||||
| Holiday routing | |||||
| Free local incoming minutes |
3000 mins/month
|
5000 mins/month
|
|||
| Service level monitoring | |||||
| Abandoned call metrics | |||||
| Speech-enabled IVR | |||||
| Voice bot | |||||
| Bot reporting | |||||
| Omniroute | |||||
Field Service Management |
SPROUT
NA |
BLOSSOM
$ 29/field employee/month |
GARDEN
$ 29/field employee/month |
ESTATE
$ 29/field employee/month |
FOREST
$ 29/field employee/month |
| For field technicians | |||||
| iOS and Android apps for field service | |||||
| Push notifications | |||||
| Time tracking and logging for service tasks | |||||
| Obtain customer signatures | |||||
| Private notes in service tasks | |||||
| Navigate to customer service locations | |||||
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