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 STARTER from FREDDY AI | |||||
Email bot | |||||
Agent scripts | |||||
Social Signals | |||||
Thank you detector | |||||
Auto-triage | |||||
Bot reporting |
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 | |||||
Omnichannel customer timeline | |||||
Customer chat widget | |||||
Customer context | |||||
Message channels | |||||
Assignment rules | |||||
Integrated FAQs | |||||
IntelliAssign | |||||
Co-browsing | |||||
Multilingual FAQs | |||||
Chatbots (Answers and Flows) | |||||
Chatbots reporting | |||||
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 | |||||
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 |
Freddy is a premium AI offering from Freshworks. It includes AI bots for stellar self-service and agent-assist AI features that automate mundane tasks for agents to improve their productivity.
Features |
FREDDY STARTER |
FREDDY SELF-SERVICE |
FREDDY ULTIMATE |
---|---|---|---|
Email Bot | |||
Chatbot with Answers & Flows | |||
Voice Bot | |||
Speech-enabled IVR | |||
Analytics for Starter | |||
Chatbot builder | |||
Intent detection | |||
Multilingual bots | |||
API connectors | |||
Custom CSS & JS | |||
Custom parameters | |||
Rich media interactions | |||
Agent handover | |||
WhatsApp integration | |||
Facebook Messenger integration | |||
Bot activities | |||
Analytics for Self-service | |||
Auto Triage | |||
Agent Scripts | |||
Article Suggester | |||
Thank You Detector | |||
Social Signals | |||
Auto Triage for Custom Fields | |||
Assist Bot | |||
Canned Response Suggester | |||
RPA Connectors | |||
Analytics for Ultimate |
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