Customer Support Software Features and Comparison

Support Desk
Omnichannel Save up to 50%

Feature list

FREE

Up to 10 agents

GROWTH

$15

/agent/month, billed annually

$18

/agent/month, billed monthly

PRO

$49

/agent/month, billed annually

$59

/agent/month, billed monthly

ENTERPRISE

$79

/agent/month, billed annually

$95

/agent/month, billed monthly

TICKET MANAGEMENT
Email ticketing
Automatic email notifications
Merge tickets
Ticket export
Ticket activities
Set priority
Set status
Outbound email
Multiple shared inboxes
In-app smart notifications
Undo send
Split tickets
Sort ticket conversations
Watch tickets
Time tracking
Ticket templates
Assume identity
Annotated image attachments
Standard CSAT surveys
Customizable CSAT surveys
Advanced ticket scope

AGENT PRODUCTIVITY
Shared canned responses
Public and private notes in tickets
Dynamic placeholders
To-dos
Tags
Quick actions
One-touch scenarios
Personal canned responses
Agent collision detection
Traffic cop
Filtered search
Integrated game mechanics
Occasional agents
Custom ticket views
Summary app
Add reminders on to-dos
Session replay
Canned forms
Quality coach

WORKFLOW AUTOMATION
Automations that run on ticket creation
Time-triggered automations
Event-triggered workflow automations
Time triggers on custom status
Round robin ticket assignment
Out of office scheduler
Load balanced ticket assignment
Skill based ticket assignment
Agent shifts

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

KNOWLEDGE BASE AND COMMUNITY FORUMS
Knowledge base
Private knowledge base
Email to knowledge base
Auto suggest solutions
Automatic article reordering
Interlinking articles
Advanced article filtering
Automatic sitemap generation
Advanced article bulk actions
Community forums
Multiple-product content mangement
Article versioning
Knowledge base analytics
Article templates
Approval workflow
Flexible hierarchy

HELP WIDGET
Embeddable contact form
Embeddable solution articles
Multiple widgets
Appearance customization
Frustration tracking
Customer journey
Multilingual knowledge base
Multilingual ticket fields
Page specific contextual solutions

SOCIAL SUPPORT
Basic Twitter channel
Basic Facebook channel
Advanced Twitter channel
Advanced Facebook channel
WhatsApp Business

COLLABORATION
Contextual collaboration with Freshconnect
Linked tickets
Shared ownership of tickets
Parent-child ticketing
Collaborators	Up to 5000 collaborators	Up to 5000 collaborators
Freshdesk-Freshservice integration

REPORTING AND ANALYTICS
Default dashboard
Ticket volume trends
Helpdesk in-depth report
Export reports
Save reports
Time sheet summary report
Agent and group performance
Satisfaction survey report
Schedule reports
Ticket drill down in reports
Three-level data drill down
Performance distribution
Top customer analysis
Ticket lifecycle report
Custom reports
Text widgets and widget styling
Team Dashboards
Data export

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	Up to 5 products	Unlimited products

CUSTOMER MANAGEMENT
Contact and company fields
Custom contact and company fields
Customer journey
Customer 360
Link multiple companies to a single contact
Identify contacts using external ID
Customer segments

CUSTOMIZATIONS
Public portal customization
API access	200 calls/minute	400 calls/minute	700 calls/minute
Custom domain mapping
CSS customization
Complete portal customization
Customizable agent roles
Extendable API
FreshThemes gallery
Custom objects

FREDDY AI FOR CUSTOMER SERVICE
Email bot
Assist bot
Social signals
Thank you detector
Auto-triage
Article suggester
Canned response suggester
Bot reporting
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 range restriction

APPS
Access to app gallery
Email marketing and CRM apps
Cloud telephony integration app
Survey and 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

Feature list

GROWTH

$29

/agent/month, billed annually

$35

/agent/month, billed monthly

PRO

$59

/agent/month, billed annually

$71

/agent/month, billed monthly

ENTERPRISE

$99

/agent/month, billed annually

$119

/agent/month, billed monthly

TICKETING
Email ticketing
Automatic email notifications
Twitter
Facebook
Public and private notes in tickets
Merge tickets
Ticket export
Ticket activities
Set priority
Set status
Outbound email
Multiple shared inboxes
In-app smart notifications
Undo send
Split tickets
Sort ticket conversations
Watch tickets
Custom ticket fields
Custom status
Dependent fields in ticket forms
Time tracking
Dynamic ticket forms
Whatsapp Business
Ticket templates
Assume identity
Annotated image attachments
Custom objects
Omnichannel Analytics

MESSAGING
Monthly Unique Visitors (MUV)	100k MUV/agent	300k MUV/agent	400k MUV/agent
Web Messenger
Mobile in-app via SDKs (Android, iOS, Phonegap)
Facebook Messenger
Private notes
Groups
Rich messaging
Read receipts
File attachments
Conversation labels
Team inbox lite
Team inbox lite (Chrome extension)
Mobile app
Manual messages
Files	10 files/agent + 10 files shared with team	50 files/agent + 50 files shared with team	100 files/agent + 100 files shared with team
Tickets from chat
Topics
FAQs
WhatsApp Business
Apple Business Chat
LINE
Smart plugs
Triggered messages
Targeted messages
Co-browsing
Chat transcript download/share

PHONE
Free incoming call minutes/month	2000 minutes/month	3000 minutes/month	5000 minutes/month
Buy local/Toll-free numbers	Unlimited numbers	Unlimited numbers	Unlimited numbers
Buy vanity numbers	Unlimited numbers	Unlimited numbers	Unlimited numbers
Number porting
Call masking
Ringtone customization
Customizable greetings & messages
Transfer to teams
Route to external number
Concurrent calls	Unlimited	Unlimited	Unlimited
Answer in browser
Forward to phone
Mute
Outbound call from any number
Basic call queues	Unlimited	Unlimited	Unlimited
Call blocking
Hold
Hold with music
Call metrics
Call metrics export
Voicemail
Call recording
Pause call recording
Real-time call summary
Real-time queue visibility
Real-time agent activity
Call center agent statuses
Call monitoring
Call barging
Advanced call metrics
Bring Your Own Carrier (BYOC)
IVRs (phone trees)		Up to 5 levels (on request)	Up to 5 levels (on request)
Opt-in IVR
IVR CSAT
Conference calling (3 party)
SIP connections
Abandoned call metrics
Service level monitoring

KNOWLEDGE BASE AND COMMUNITY FORUMS
Omnichannel knowledge base
Private knowledge base
Email to knowledge base
Auto suggest solutions
Automatic article reordering
Interlinking articles
Advanced article filtering
Automatic sitemap generation
Advanced article bulk actions
Multi-product content management
Article versioning
Knowledge base analytics
Article templates
Community forums
Approval workflow
Flexible hierarchy

HELP WIDGET
Embeddable contact form
Embeddable solution articles
Multiple widgets
Appearance customization
Frustration tracking
Customer journey
Multilingual help widget
Page specific contextual solutions

CUSTOMER PORTAL
Public portal customization
Custom domain mapping
CSS customization
Complete portal customization
FreshThemes gallery

MOBILE APP
Ticketing iOS & Android app
Messaging iOS & Android
Phone iOS & Android

COLLABORATION
Contextual collaboration
Agent collision detection
Traffic cop (Ticketing)
Linked tickets
Shared ownership of tickets
Parent-child ticketing
Collaborators	Up to 5000 collaborators	Up to 5000 collaborators
Freshdesk-Freshservice integration

GLOBAL SUPPORT
Dynamic email notifications
Multilingual knowledge base
Multilingual satisfaction surveys
Multiple time zones
Multiproduct helpdesk	Up to 5 products	Unlimited products
Multilingual ticket forms
Multilingual web messenger
Multilingual mobile app (Messaging)
Multilingual agent interface (Messaging)
Multilingual topics (Messaging)
Multilingual FAQs (Messaging)
Multilingual offline experience (Messaging)
Live translate (Messaging)
Multilingual team inbox (Messaging)

CUSTOMER MANAGEMENT
Contact and company fields (Ticketing)
Custom contact and company fields (Ticketing)
User segmentation (Messaging)
User targeting
Unlimited contacts
User events tracking (Messaging)
Custom user properties
Customer journey
Customer 360
Link multiple companies to a single contact (Ticketing)
Identify contacts using external ID (Ticketing)
Activity API
Customer segments

WORKFLOW AUTOMATION
Automation that run on ticket creation
Time-triggered automations on tickets
Event-triggered automation on tickets
Unread chat email notifications to customers
Push notifications for messaging (Desktop & Mobile)
Wait queues (Advanced call queues)	Queue size of 20, Wait time of 10 minutes	Unlimited queue size, Extended wait time	Unlimited queue size, Extended wait time
Time triggers on ticket custom status
Round robin ticket assignment
Out of office scheduler (Ticketing)
IntelliAssign (Messaging)
Auto-resolve (Messaging)
Advanced Automations (Messaging)
Agent extensions (Phone)
Routing automations (Phone)
Smart escalations
Queue callback
Omniroute
Skill based ticket assignment
Agent shifts (Ticketing)

BOTS AND AI
Free bot sessions	2000 bot sessions/month	3000 bot sessions/month	5000 bot sessions/month
Chatbot builder
Intent detection
Answers powered by Freddy
Multilingual bots
API connectors
Custom CSS & JS in chatbots
Custom parameters
Rich media interactions
Agent handover
Bot activities
Chatbot analytics
Voicemail transcription
Bring Your Own Bot (Conversation APIs)
Email bot
Assist bot
Social signals
Thank you detector
Auto-triage
Article suggester
Canned response suggester
Robo Assist (RPA Connectors)
Bot reporting
Speech IVR bot
Voicebot

AGENT PRODUCTIVITY
Personal and Shared canned responses (Ticketing)
Public and private notes in tickets
Dynamic placeholders (Ticketing)
To-dos (Ticketing)
Tags (Ticketing)
Quick actions (Ticketing)
One-touch scenarios
Filtered search
Integrated game mechanics (Ticketing)
Occasional agents (Ticketing)
Custom ticket views
Summary app (Ticketing)
Add reminders on to-dos
Inbox views (Messaging)
Custom views (Messaging)
Priority Inbox (Messaging)
Canned reponse for messaging
Bulk actions (Messaging)
Agent actions (Messaging)
Inbound caller ID
Desktop notifications for Phone
Call notes
Call Notes transfer
Voicemail drop
Click to call extension
After call work
Session replay
Canned forms (Ticketing)
Quality coach

REPORTS AND DASHBOARDS
Default Omnichannel Dashboard
Omnichannel Volume Analysis
Omnichannel performance analysis
Export reports
Save reports
Schedule reports
Omnichannel team dashboards
Omnichannel availability dashboards
Omnichannel CSAT
Call summary report
Agent performance report
Call centre health report
Call volume analysis
Agent activity report
Abandoned call metrics
Conversation overview report
Chat team performance report
Omnichannel custom reports
Service level breached calls

INTEGRATIONS & APPS
Access to app gallery
Email marketing and CRM apps (Ticketing)
Cloud telephony integration app (Ticketing)
API access (Ticketing)	200 calls/minute	400 calls/minute	700 calls/minute
Wordpress (Messaging)
Shopify
Slack
Phone API limits	100/minute	400/minute	500/minute
Survey & feedback apps (Ticketing)
Time tracking and invoicing tools (Ticketing)
Custom apps
Conversation API (Messaging)
Conversation transcript API (Messaging)
Extensive data APIs (Messaging)
Agent APIs (Messaging)
Rich messaging APIs
Webhooks

SUPPORT OPERATIONS
Omnichannel agent management
Omnichannel groups
Omnichannel business hours
Business rules management through ticket SLAs
Pre-defined roles (Messaging)
Offline experience (Messaging)
Customizable agent roles (Ticketing)
SLA reminders (Ticketing)
Escalation emails for ticket SLA violation
Multiple SLA policies (Ticketing)
Product, group and company-level SLAs (Ticketing)
SLA for every response (Ticketing)
Custom roles (Messaging)
Access controls based on scope (Phone)
Omnichannel holidays
Audit log (Ticketing)
Sandbox (Ticketing)
Advanced ticket scope

SECURITY
SSL certificate
Single sign on
Datacenter location
Single sign on with SAML
DKIM/DMARC
Custom email servers
Custom SSL certificates
GDPR compliance
Blocked IPs
ISO 27001
AICPA SOC 2
CCPA
Messaging - WCAG (For Agent TeamInbox Lite)
Advanced password policy for agents and customers
Helpdesk restriction
IP range restriction
Allowed domains (Messaging)
User authentication (JWT)

CUSTOMER SUPPORT
Knowledge base
Community forums
24x7 Email support
24x5 Phone support
24x5 Chat support

For support agents and field supervisors
Service task management
Field team management
Appointment booking and management
Scheduling dashboard
Curated report to monitor field team performance
Curated report to track field service volume trends
Custom roles for FSM

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

Your best plan is here for the taking

Feature list

$15

₹999

€15

£12

A$25

$49

₹3599

€49

£35

A$69

$79

₹5699

€79

£60

A$109

Feature list

$29

₹1999

€29

£25

A$45

$59

₹4299

€59

£45

A$85

$99

₹7199

€99

£75

A$140

Field Service Management (add-on)

Feature list

+ $15

+ ₹999

+ €15

+ £12

+ A$25

+ $15

+ ₹999

+ €15

+ £12

+ A$25

+ $15

+ ₹999

+ £12

+ A$25

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