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For your employees
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By Use Case
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Free support ticketing system
Delight customers with ease using Freshdesk’s free plan and get access to an unlimited number of agent seats.
No credit card required.
When your business is just starting out, you might think that email is the best channel for managing customer communication. Naturally, a cost-effective solution like a shared inbox could seem like the perfect tool to engage with customers and offer support.
However, you can’t continue to rely on Gmail or Yahoo alone to manage the rising volume of customer requests. The complex folder structures and color codes can actually end up causing more confusion than improving visibility and efficiency.
Plus, as your business grows, more customers will reach out to you on social media, and expect customer support on phone, chat, and other channels. Offering assistance on multiple channels and getting relevant insights using a shared inbox requires multiple, complex integrations.
Using a tool with more capabilities — like a free helpdesk software or ticketing software will make it easier for you to handle all your customer interactions.
Visibility: 70.5% of businesses move to gain better visibility with the ability to assign, prioritize and track tickets in one place.
Scalability: 50% of businesses want to scale their support operations without growing their teams.
Analytics: 47% of businesses move to a web-based helpdesk to analyze data and get granular insights.
Let’s say your customers reach out to you on email, Facebook, and Twitter. Without an omnichannel view, your agents need to visit each of these platforms to communicate with customers, missing crucial context on what happened in a previous or parallel interaction.
On the other hand, with a ticketing system, each time a customer reports an issue on any of these three channels, your ticketing software will automatically convert the issue into a ‘ticket’. Customer conversations or tickets across all these channels are streamlined into a single view, eliminating the need to jump back and forth between tabs or different applications. You can assign a ticket to an agent, prioritize it, and track progress with clear updates.
In addition to viewing the ongoing customer conversation, you have easy access to historic customer conversations, and other relevant information that enables you to offer an omnichannel experience and improve customer satisfaction.
Instead of moving to a ticketing software after developing a backlog, using a free ticketing tool right from the start can help you avoid problems and provide great customer experiences. The best part is that you don’t have to pay a penny for it! At Freshdesk, we have a freemium plan that offers an unlimited number of agent seats along with features that can help you deliver the best customer experiences.
To sum up, here are the top six benefits of using a free ticketing solution:
Unified view of customer requests across channels
Improved customer experience
Increased agent productivity
High ticket deflection
Unlimited agent seats
Freshdesk converts all incoming emails and social media conversations or mentions into tickets that can be monitored, and resolved quickly.
Using workflow automations, you can automate ticket routing and assign incoming tickets across different channels to the right team and the right agent.
Freshdesk makes ticket tracking more intuitive by enabling agents to change the status, priority, and edit other ticket properties to improve transparency and ensure that no conversations slip through the cracks.
Sometimes, to resolve a ticket, support agents might have to work with other teams or get help from someone who is not part of your organization. While collaborating on an issue, you often need to spend time explaining the context of each customer issue to one or more people.
With a ticketing system, your team can swiftly collaborate on an issue right from the ticket interface. So when a person is looped in on a conversation, they can understand the complete context of the problem on their own. This also saves time for your team, and eliminates the need to switch between tools.
Customers today prefer resolving issues on their own. With an exhaustive knowledge base, your customers can find the answers to their questions by themselves. This reduces the inflow of basic how-to questions, and gives your team more time to focus on complex issues.
Plus, when your free helpdesk ticketing system has an inbuilt knowledge base, your team can easily create and update solution articles right from the product.
In customer service, it is important to track and measure progress. Freshdesk will help you stay on top of metrics related to ticket creation, deletion, and ticket lifecycle. This can help you assess the volume of incoming tickets and optimize your team’s efficiency.
Using a live dashboard, you also monitor real-time trends, identify potential bottlenecks and prevent them from snowballing.
Freshdesk is a customer service software that helps you manage customer support requests.
If you need an IT service management and asset management software, then check out Freshservice by Freshworks. Freshservice is a
SaaS-based ITSM and ITIL-aligned service desk with a free edition that is perfect for small businesses looking to support employees remotely.
Create canned responses for FAQs and answer them in a click instead of typing the same message repeatedly.
Make ticket management easier by setting reminders to make calls, follow up with customers or other teams with a to-do list.
Resolve tickets when you’re away from your desktop using the Freshdesk mobile apps for iOS and Android.
Integrate with 650+ apps, such as CRM and billing management software, hosted our Marketplace to access custom data.
Leverage Freshdesk's internal knowledge management and user-friendly UI to ramp up new support agents in no time.
At Freshdesk, we don’t believe in hidden charges and under-the-belt add-ons. You get all the above features and more for an unlimited number of agents, absolutely free of cost. You pay for what you see, as simple as that!
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