MONTHLY
YEARLY
Feature list
SPROUT
FREE

unlimited agents

BLOSSOM
$19

/agent/month billed yearly monthly

GARDEN
$35

/agent/month billed yearly monthly

ESTATE
$49

/agent/month billed yearly monthly

FOREST
$89

/agent/month billed yearly monthly

Ticket Management
Email ticketing
Automatic email notifications
Merge tickets
Split tickets
Add watchers to a ticket
Time tracking
Ticket templates
Customer satisfaction surveys
Assume identity of other agents
Outbound email
Ticket export
Annotated Image Attachments
AGENT PRODUCTIVITY
Reusable replies with canned responses
Agent collision detection
Traffic cop
Public and private notes in tickets
Filtered Search
Integrated Game Mechanics
Occasional Agents
Dynamic placeholders
Custom ticket views
Tags for tickets, solutions and contacts
Quick Actions in Ticket Replies
Summary App
To-Dos
HELPDESK AUTOMATION
Automatic ticket assignment using Dispatch'r
Time-triggered automations using Supervisor
Event-triggered workflow automations with the Observer
Multi-task workflows with one-touch Scenario automations
Round robin ticket assignment
Load balanced ticket assignment
Skill based ticket assignment
SLA MANAGEMENT
Business rules management through SLAs
SLA reminders
Escalation emails for SLA violation
Multiple SLA policies
Product, group and company level SLAs
MULTI-CHANNEL SUPPORT
Multiple incoming and outgoing mailboxes
Basic Twitter channel
Advanced Twitter channel
Standard Facebook channel
Advanced Facebook channel
Facebook in-sync app
Embeddable help widget
Chat Integration with Freshchat
Phone integration with Freshcaller
Social Signals
COLLABORATION
Shared ownership of tickets
Linked tickets
Parent-child ticketing
Team Huddle
TICKET FORMS
Customizable ticket forms
Dependent fields in ticket forms
Dynamic ticket forms
SELF SERVICE
Knowledge base
Private Knowledge Base
Email to Knowledge Base
Auto suggest solutions
Automatic Sitemap Generation
Community forums
GLOBAL SUPPORT
Multilingual knowledge base
Dynamic email notifications
Multiple time zones
Multiple business hours
CUSTOMER MANAGEMENT
Custom contact and company fields
Merge contacts
Link multiple companies to a single contact
Identify contacts using external ID
Customer Journey
Customer 360
MULTI-PRODUCT
Product level knowledge-base and community forums
REPORTING
Agent and group performance
Helpdesk in-depth report
Ticket drill down in reports
Performance distribution
Ticket volume trend
Top customer analysis
Ticket lifecycle report
Time sheet summary report
Export reports
Save reports
Schedule reports
Role based dashboards
Satisfaction survey report
Phone summary
CUSTOMIZATIONS
Custom domain mapping
Public portal customization
CSS customization
Complete portal customization
Customizable agent roles
Access to FreshThemes gallery
SECURITY
Single sign on
Single sign on with SAML
Advanced password policy for agents and customers
DKIM/DMARC
1 domain
2 domains
2 domains
Unlimited
Unlimited
Custom SSL certificates (default free)
Helpdesk restriction
IP whitelisting
Custom email servers
Data center location
APPS
Access to app gallery
Email marketing and CRM apps
Survey & feedback apps
Time tracking and invoicing tools
Cloud telephony integration app
MOBILE CUSTOMER SUPPORT
Freshdesk for iOS
Freshdesk for Android
Mobile optimized HTML5 app
SUPPORT
24x7 Email support
24x5 Phone support