Feature list |
SPROUT
FREEunlimited 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 |
| 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 | |||||
| COLLABORATION | |||||
| Shared ownership of tickets | |||||
| Linked tickets | |||||
| Parent-child ticketing | |||||
| Contextual collaboration with Freshconnect | |||||
| 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 | |||||
| FREDDY (AI Engine) | |||||
| Omnibot | |||||
| Social Signals | |||||
| GLOBAL SUPPORT | |||||
| Multilingual knowledge base | |||||
| Dynamic email notifications | |||||
| Multiple time zones | |||||
| Multiple business hours | |||||
| Support multiple products from one helpdesk | |||||
| 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 | |||||
| Customer Segments | |||||
| 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 | |||||
| Satisfaction survey report | |||||
| Team Dashboards | |||||
| CUSTOMIZATIONS | |||||
| Custom domain mapping | |||||
| Public portal customization | |||||
| CSS customization | |||||
| Complete portal customization | |||||
| Customizable agent roles | |||||
| Access to FreshThemes gallery | |||||
| CHANGE MANAGEMENT | |||||
| Sandbox test environment | |||||
| Audit Log | |||||
| 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 | |||||
| SUPPORT | |||||
| 24x7 Email support | |||||
| 24x5 Phone support | |||||
| SIGN UP | SIGN UP | SIGN UP | SIGN UP | SIGN UP |