Freshdesk

Frequently Asked Questions (FAQ) about Freshdesk by Freshworks

Who are Freshworks?

Freshworks is a global software company that provides a suite of products designed to enhance customer engagement and improve business operations. Founded in 2010, they focus on delivering innovative, user-friendly solutions for businesses of all sizes.

What are Freshworks products?

Freshworks offers a range of products including Freshdesk (customer support software), Freshservice (IT service management), Freshsales (customer relationship management), Freshmarketer (marketing automation), and Freshchat (messaging software), among others.

What services do Freshworks offer?

Freshworks provides services including customer support, IT service management, sales automation, marketing automation, and customer engagement solutions. These services are designed to streamline business processes and enhance customer interactions.

What type of companies do Freshworks products suit?

Freshworks products are suitable for a wide range of companies, from small startups to large enterprises. Their solutions cater to various industries including technology, retail, healthcare, and education, among others.

How much does Freshworks product cost?

Freshworks offers a tiered pricing model for its products, including a free plan with limited features. Paid plans vary depending on the product and features selected, generally starting from around £15 per user per month, with costs increasing for more advanced features and capabilities.

Does Freshworks offer a free trial?

Yes, Freshworks typically offers a free trial for their products, allowing potential users to explore features and capabilities before committing to a paid plan.

What discounts does Freshworks offer on their products?

Freshworks occasionally provides discounts for annual subscriptions, promotional offers, and special pricing for educational institutions and non-profits. It is advisable to check their official website for the latest offers.

Are there any hidden fees or additional costs with Freshworks?

Freshworks aims to provide transparent pricing with no hidden fees. However, users should be aware that certain features may require additional costs, and its recommended to review the pricing plans thoroughly.

Who uses Freshworks products?

Freshworks products are used by businesses of all sizes, including startups, small and medium-sized enterprises (SMEs), and large corporations. They are popular among customer support teams, IT departments, and sales professionals.

What are the main features of Freshworks products/services?

Main features of Freshworks products include ticket management, automated workflows, multi-channel support, reporting and analytics, customisable dashboards, and integrations with other tools and platforms.

How does Freshworks compare to its competitors?

Freshworks is often compared to competitors like Zendesk and Salesforce. It is generally noted for its user-friendly interface, affordability, and comprehensive suite of tools that integrate seamlessly, making it a strong contender in the customer engagement software market.

Is Freshworks platform easy to use?

Yes, Freshworks is recognised for its intuitive and user-friendly interface, which simplifies the onboarding process and allows users to navigate the platform easily.

How easy is it to set up Freshworks product or service?

Setting up Freshworks products is designed to be straightforward, with guided setup processes and extensive documentation available to assist users in quickly getting started.

Is Freshworks reliable?

Freshworks is considered reliable, with a strong track record of uptime and performance. They provide regular updates and maintenance to ensure system stability.

Does Freshworks offer customer support?

Yes, Freshworks provides customer support through various channels, including email, chat, and a comprehensive knowledge base to assist users with inquiries and issues.

How secure is Freshworks’ platform?

Freshworks employs industry-standard security measures, including data encryption, regular security audits, and compliance with GDPR and other relevant regulations to ensure user data is protected.

Does Freshworks integrate with other tools or platforms?

Yes, Freshworks offers integrations with a variety of third-party tools and platforms, such as Slack, Shopify, and Google Workspace, allowing users to streamline their workflows and enhance productivity.

Can I use Freshworks on mobile devices?

Freshworks provides mobile applications for iOS and Android, enabling users to access their services and manage tasks while on the go.

What do users say about Freshworks?

User feedback on Freshworks is generally positive, highlighting its ease of use, comprehensive features, and responsive customer support. However, some users have noted areas for improvement in customisation options.

What are the pros and cons of Freshworks?

Pros include user-friendly interface, comprehensive feature set, and competitive pricing. Cons may include limited customisation in some areas and occasional performance issues during peak usage.

How can I purchase Freshworks’ services?

Freshworks services can be purchased directly through their website. Users can select a plan that suits their needs and complete the registration process online.

What is the cancellation or refund policy for Freshworks?

Freshworks typically offers a cancellation policy that allows users to cancel their subscriptions at any time. Refunds may be available depending on the specific terms of the subscription purchased; users are advised to review the policy on the Freshworks website.

What are the common use cases for Freshworks?

Common use cases for Freshworks include customer support management, IT service desk operations, sales pipeline tracking, and marketing campaign automation.

Why choose Freshworks over other options?

Freshworks is often chosen for its combination of affordability, ease of use, comprehensive features, and strong customer support, making it a practical choice for businesses seeking an all-in-one solution.

How easy is it to set up Freshworks?

Setting up Freshworks is generally considered easy, with user-friendly onboarding processes and resources to help new users get started quickly.

Does Freshworks offer training or tutorials?

Yes, Freshworks provides a variety of training resources, including tutorials, webinars, and a detailed knowledge base to help users maximise their use of the platform.

What languages does Freshworks support?

Freshworks supports multiple languages, allowing users to operate the platform in their preferred language, which enhances accessibility for global teams.

What problems does Freshworks solve?

Freshworks addresses challenges related to customer engagement, support ticket management, sales tracking, and overall business operations, helping companies streamline processes and improve customer satisfaction.

Is Freshworks worth the investment?

Many users consider Freshworks worth the investment due to its comprehensive features, ease of use, and competitive pricing, particularly for businesses seeking to enhance customer engagement and operational efficiency.