By automating these repetitive, mundane tasks, support agents have more time and mental space to focus on delighting customers. Purpose Track performance trends of key agents and teams. Convert all email and social inquiries into tickets and track, prioritize, and reply using Freshdesk. Zoho Desk has Guided Conversations and an ASAP plugin for self-service. Login to your Freshdesk account as an administrator. Ensure issues are assigned to agents best equipped to resolve them, with built-in automations like load balanced, skill based or round robin ticket assignment. The agent will monitor the associated channel for their shift before switching to another channel. Pricing lists for Freshdesk are maintained on the page. ". Agent shifts can be scheduled and vacation time tracked. (660 KB)Freshdesk constantly monitors every account's activities for suspicious spam activity, like a sudden surge of emails or multiple hits on your portal within a timeframe. Under Team, click on Business Hours. Update the email address to a placeholder email address say, xyz@example. Freshworks . It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. R04L. Customer Portal Setup Set up your support portal, populate it with useful solutions and create a dedicated community for your customers. Choose the plan you're on, which displays the number of agent seats. Navigate to Admin from the menu. Select the appropriate Business Hour from the drop-down; Next, add the agents you want to be part of this group from the Agents drop. Built with an emphasis on usability, Freshdesk is completely customizable and offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity,. The native Freshservice-Freshdesk integration helps customer support teams on Freshdesk collaborate with internal teams on Freshservice and provide faster resolutions. If needed, an agent can pull up relevant information to resolve the chat query. Under Team, click on Business Hours. Under the Templates tab, click on the Edit icon next to the Agent Reply Template. The new ticket form will be displayed. Trigger a webhook to create a service task. Freshdesk’s Omnichannel plans include all customer service channels. . That’s something we didn’t have clear visibility on until Freshdesk. agent shifts Define shift timings for agents working across time-zones. This way, you can offer dedicated. This enhancement will be available on 01st Jun' 22 instead of 29th Apr’22. Combing through the entire feature list, we immediately gather that the free account doesn’t offer a lot. Freshdesk. The option to. Reporting and Analytics Make data-driven decisions using insights you can derive from detailed. Ticket Dispatch. Email and notifications Any email sent to the primary support address gets automatically converted into a Freshdesk ticket. However, using a global ticketing software like Freshdesk, you can effortlessly set up a global help desk for each product and manage multi-product support at scale. Your customer will then be automatically notified and tickets can be re. Click on the Service Groups tab to view or create service groups. You get everything from all previous plans and plus sandbox, unlimited products, agent shift management across time zones, bots for emails and assistance, audit log, skill-based. However, members with role as Agents, will not be able to share a canned response to other agents on the account. Team inbox with intelligent ticket management and routing. Thankfully, these ten tips may provide some top-notch guidance. Compare Freshdesk VS LiveAgent based on pricing plans, features, specification, platforms, user reviews and decide which software is the best for you. You can then create new SLA policies for each agent group to ensure their work timings are taken into consideration before assigning deadlines. Working with the Ticket List View. +44(0) 116 3265431 Restricted - can only view tickets assigned to them. This ensures tickets get handled in a timely manner and with greater customer satisfaction. Yes, Freshdesk has a feature called Load-based ticket assignment, using which tickets could be assigned within a group, based on the current ticket load for an agent. Freshdesk offers a range of workflow automation features, including automations triggered by ticket creation and specific events, as well as time-based triggers on custom statuses. 3. Multilingual capabilities and flexible business hours help cater to a wider customer base. All interactions between an end-user and a chatbot within 24 hours are counted as 1 bot session. Agents can also use. Agent shift feature got displayed in newly signed up accounts even though the account wasn't supposed to. EXPLORE PRICING. This article gives you detailed information on the various metrics available in Freshdesk Analytics and. You can’t find team dashboards, social signals, chatbots, customer roles, or agent shifts. Quick guide to changing an agent's ticket scope. Go to Admin > Team > Agent Shifts; Click on New shift ; Name the shift and choose the timezone that you want the shift to be based out of; Choose the days and the timing for which you. Zendesk offers a flexible platform with various customization options so you can adapt to evolving customer or. Navigate to Tickets list view page from the menu. When a customer responds to an agent who’s on leave, Freshdesk recognizes if they’re temporarily available or if they’re away on a long break. Rated 4. Scheduling Out of Office for agents. Here’s a quick roundup of all the customer support metrics we’ve discussed above. To pull up an entire list of shortcuts available, anywhere inside Freshservice, you can press Shift+? to. m. Scheduling Out of Office for agents. 6. However, SD agents cannot delete Changes, Problems or CIs/Assets. When an agent is unable to solve a customer’s query, they might need to transfer the call to another agent with the expertise to address that query. Checking recent helpdesk activity. Checking recent helpdesk activity. Setting up Agent Shifts in Freshdesk. Click on the New Agent option in the top bar. Freshdesk. com. Using Config Name, give a unique name for this account’s integration with Freshservice. These agents can create, reply, update, delete and resolve Tickets. Restrict specific file types while sending and receiving ticket responses. It is priced affordably and is life-time free for the first three agents. Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. The Whatsapp settings page in Freshdesk has been improved for easy navigation and set up This is another step. Scheduling Out of Office for agents. 5000 bot sessions/month. Select the bot you want to edit from the bot list page. You can’t set up and have your agents solving tickets in a few minutes. Fill in necessary details such as the title of the task, description, group and agent you wish to assign it to, etc. , based on the load insights. Here’s a quick overview of Freshdesk’s pros and cons. Now, this agent is also an Account Admin and has all the helpdesk. 9, respectively. Right from ticket access to shift hours, every factor can be customized on both group and individual basis. 8 and user satisfaction at 100%) and Orbital Shift (overall score at 7. The agent phone number (along with the country code. ”. Go to Admin > Channels > Email > Advanced settings. However, a collaborator is a third-party member you invite to be part of a support ticket. Add other events if required. Freshdesk Contact Center (call center) has one free plan and three paid plans from $15-$69/agent/month, plus pay-per-minute calling fees (billed monthly. Purpose Track performance trends of key agents and teams. We have recently refreshed our branding across. This app benefits users to formulate their replies in a professional and structured manner. Enter the status name and select a matching emoji. When your agents are away from the browser during call hours and if they still want to be able to take calls, they can use the “Take calls on mobile” option. Freshworks Customer Service Suite (overall score: 9. The Omnichannel Availability Dashboard provides a holistic view of your team's availability across Freshdesk, Freshchat, and Freshcaller, enabling you to optimize customer support by ensuring the right agents are assigned to inquiries. Agent Shifts Freshdesk Freshdesk is a customer assistance and helpdesk system developed to help businesses handle and enhance their customer support operations. And you’re done!13 Best ticketing tools for you to consider in 2023. Understanding the Dashboard 1. Navigate to Admin. The discovery agent then collects the machine’s hardware and software information and updates Freshservice regularly without needing further intervention from the respective user (s). Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. The Growth, Pro, and Enterprise. The one who is going to be handling the various dimensions of the portal is called an "Agent. Once you're done with installing the feature, when agents notice a trend in the tickets coming into the system, they can look for an existing Tracker and link the ticket to it or create a new Tracker. Optimize ticket management. Setting up Agent Shifts in Freshdesk. Average Handling Time 3. m. Follow the steps below to add an agent to your Freshdesk account. This is a list of features that have been added to Freshdesk since the GA release. Your support team just needs to work their way up from the first ticket in their queue. External conversation ID - A unique ID that is given to the conversation based on the location of your bot (webpage, mobile app, etc. A quick guide to adding agents to Freshservice: Login to your Freshservice account as an administrator. Under Team, click on the Agents icon. Freshdesk engages in more meaningful conversations every day, across every channel, with every customer. Thu, 13 Jul, 2023 at 6:33 PM. Freshdesk, created by Freshworks, is consistently regarded as Zendesk's main direct rival. How to create multiple Business Hours. Streamline interactions with advanced ticketing system. The agent will monitor the associated channel for their shift before switching to another. See agent availability in real-time to optimize for individual workload and performance. )Now select the type of Thread you need to perform the automation. The times selected will be in the agent timezone. Freshdesk offers no free plan, but 21-day free. Canned Response Suggester. Once this is done, you would be able to add Child Ticket Templates under this Parent Ticket Template. The out of office scheduler allows agents to schedule the days during which they aren't available. You can use the Freshchat widget to deploy your bots. If support tickets are left open after the first contact with the customer, your support team follows up effectively to ensure long-term. This is an icon with an arrow pointing downwards found in the "Drag and Drop field. You can organize your agents into different groups to help them focus on certain types of issues. Managing Agent Schedules. +44(0) 116 3265431. Chatbots are available on all plans. I personally. Don’t simply buy the software with. Any email that is added to a Freshworks product as an agent will have a Freshworks profile. Under the On tickets with these properties: section, choose In Tickets, then If Groups, select Is, and enter the group name. Day Workers and Night Owls: If you have special teams that rotate your 24x7 support center by jumping in at different shifts, you might want to set definite working hours for each group. Right after implementing Freshdesk, Alice eliminated the need for agents to choose the tickets they would work on. Average Handling Time 3. Affan Khan— customer support manager at Freshdesk, finds customer dashboards like the support dashboard extremely valuable in measuring and leveling up his team of agents. You can choose to create personal canned responses or have. Product version: 2022. Custom Roles Provide or restrict access to your agents at granular levels. Managing support made easy Automate ticket assignment How to set up Agent Shifts. Powerful and feature-rich apps engineered by Freshworks. No credit card required. Types of Collaborators. Agents are the persons who handle tickets and work with customer problems. Click on Edit next to the agent to whom you wish to transfer the account admin access. Also, there is a charge for managed assets on the system, which. The tickets will get distributed to all agents in the group, in a round-robin order. Sign up for Freshdesk +1 (866) 832-3090. Scheduling Out of Office for agents. When your customers need help, they can open the widget to search through solution articles or to submit a ticket. Select the appropriate Business Hour from the drop-down; Next, add the agents you want to be part of this group from the Agents drop. Under My Agents you will be presented with a grid view of agents you have listed as "Favorites" along with their case related details. Plan: Cost: Features: Free: Free: Up to 10 agents; convert all email and social media inquiries into tickets and track, prioritize, and reply to them; categorize, prioritize, and route tickets to the proper agent; enable customers to leverage Freshdesk's knowledge base; analyze your ticket trends; choose the location of the data center you want your. Click Done to save. The Average Cost of a basic Help Desk Software plan is $20 per month. Here’s how you can do it. Admins can now choose who can manage Agent shifts and Out of Office settings. Enable your team to adhere to SLAs. The free plan is ideal for small businesses to get started with help desk software. Please note that shift timings that start during the day and end the next day ( eg: 9 PM to 5 AM) aren't. Every agent in your service desk can configure their own signature under the profile settings page. Understanding the Dashboard 1. In other words, a 24/7 support model ensures that a customer is able to get their issue resolved no matter what day or time it is. Manage available customer support agents across shifts, time zones, languages spread across geographic locations to ensure tickets reach the right agents for the fastest responses. A blocked schedule strategy acts similar to a. which actions the agents can perform within the helpdesk. Freshdesk is priced per support agent per month, and has 4 different plans. Click on the ‘more’ icon against an agent and select deactivate from the dropdown. Configuring Average Handling Time. If the volume of tickets is low, you can follow the below steps; Login to your Freshdesk account as an administrator- Agent can choose the duration for which they need to schedule Out of Office. The default agent groups available are listed. Customer issues, whether simple or complex can be resolved effectively across teams. ) Scroll down to the Roles and Scope section, and click Associate roles. It is flexible enough that there are always enough people to provide 24/7 support Freshdesk offers a suite of robust collaboration features that facilitate swift teamwork on intricate issues and expedite resolutions. Using a custom support URL and pointing the CNAME. This can be done by choosing the Visibility of the Canned Responses to All Agents ( Admin > Agent Productivity > Canned Responses > Edit ). Choose the Tickets tab and then Ticket Updates. Tickets aren't automatically assigned to an agent that's on leave. You can be assured that customers get quick responses, no matter when they write to you. Freshdesk is a user-friendly ticketing software with great features and options for customization. Here's how you can retrieve your API key: Login to your Freshdesk Account. Go to Admin > Team > Agents to add a new agent (or hover over an existing agent in your list and click Edit. If more than one agent handled a ticket, you can see the time spent by each agent. If you’re a large company or an enterprise, you can create dedicated client portals for each product and manage all customer conversations in a unified location. Stylish and practical design. You can create a new service group by clicking on the New Group button on the top fold. Ability to import from Zendesk. Email Channel Use your email channel to its full potential with all the information you need about email ticketing in Freshdesk. Setting up multiple languages in Freshdesk (for the support portal and the help widget) Customizing Freshdesk URL - Checks, impacts, and reconfigurations post change. How can I have a questionnaire after the default survey is sent out? I haven't sent out the survey to the customer but still there seems to a rating on the ticket. Under Team, click on Agents. Order Now. Multiple business hours in Freshdesk allows you to create different sets of working hours and holidays,. Freshchat AI-powered bots and get chat and across one messaging channel Freshchat. You can then create new SLA policies for each agent group to ensure their work timings are taken into consideration before assigning deadlines. How is this possible? I have configured the Customer satisfaction surveys right, but when I run a quick test, I do not get the survey. Notes, on the other hand, can be either public or private. Freshdesk vs Zendesk: User Interface. Assist bot. Click the link to authenticate to. 8 and 8. More information on customization is available here. Get started Set up your account, configure support channels, customize your portal to reflect your brand and more. Configuring Automations Save time and manual effort by automating mundane tasks in your helpdesk. Agent Shifts Email Bot; Auto Triage; Collaborators (up to 5000) Thank You Detector; Social Signals; Solutions Suggester; Agent Assist Bot; Canned Response. Edit the number of agent seats you wish to add and select Proceed to Payment. This integration enables companies to streamline and accelerate the service management process and deliver outstanding support from a unified window. You. Mon, 8 Aug, 2022 at 1:21 PM. Freshdesk: Pros. ’. $100 for 1000 Freshbots sessions. Switching back to the old Freshdesk will not be possible. They're using MS Teams for tickets, communication, work shifts, documentation, etc. Agents can also schedule work hours according to their local times by setting multiple. Check all roles that you want to assign to this agent. Freshdesk is a cloud-based knowledge base and helpdesk software that helps businesses offer effortless customer experiences. Freshdesk mobile app now gives you the convenience to schedule the notifications for a particular time period. Seamlessly create leads in Freshworks CRM from all your lead generation channels. 'Actions' can be any of the following: Trigger APIs. To apply a template to the child ticket click on ‘Use existing template’. Navigate to Admin. For example, you could move between tickets, assign a ticket to an agent or delete tickets in your service desk by using key combinations inside Freshservice. A quick guide to deactivating an agent: Login to Freshdesk as an Admin. Key Features. Select all the tickets on the page, click ‘Bulk update’ and select ‘Group. Uncover Agent Shift Preferences. Modified on: Thu, 5 May, 2022 at 12:04 PM. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing agents. 1. Freshdesk Delight customers and agents with effortless service and support Freshdesk. Log into your helpdesk as an Admin. You can create a new service group by clicking on the New Group button on the top fold. Custom Objects 9. Click on Create New. Extend your helpdesk’s capabilities by connecting with different platforms like CRMs, billing tools, payment solutions, and other internal and third-party tools. A quick guide to setting up a. Adding Custom Object records in Freshdesk. Overview of Custom Objects in Freshdesk. Add external number to a call queue & transfer calls to them. Click on New Agent Status. Freshdesk is priced per support agent per month, and has 4 different plans. Keeping a tab on service performance metrics helps me identify if additional training is required to upskill any team member. How to set up Agent Shifts. Right after implementing Freshdesk, Alice eliminated the need for agents to choose the tickets they would work on. Automation. Up to 10 agents. Start free trial. ’. Freshdesk is a cloud-based customer support solution that will help you streamline your customer service and make sure your customers receive the support they deserve! The Freshdesk connector is intended for Freshdesk agents to manage tickets and contacts. The AHT option, available inside the Tickets page, works as a stopwatch that automatically starts each time an agent visits the ticket assigned to them and continues whenever they revisit the page. Get Free Advice Become a SellerHi Team, Please guide me through creating this App. Previous plans. We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. ) Freshdesk Contact Center plans include free incoming call minutes (between 2,000-5,000 minutes/month), all outbound calls start from $0. For example, you could have an on-call schedule for Database management mapped to the Database agent group. When you add an agent, you can choose to have them added as agents to your Freshcaller and Freshchat chat account by choosing the "Phone" and "Chat" under the Support Channels section. Learn how to add and enable default and custom agent status for your Freshdesk account. Thu, 13 Jul, 2023 at 6:33 PM. When agents are unavailable, Freshdesk CRM automatically reroutes tickets and messages to available agents. Navigate to Admin. Go to Admin > Team > Agent Shifts; Click on New shift Name the shift and choose the timezone that you want the shift to be based out of; Choose the days and the timing for which you need the shift to be active. Previously these day passes were available only for Freshdesk Support Desk. Easily manage agent shifts across time zones; Assist bot; Email bot; Audit. Freshdesk is a software designed to make helpdesk and ticketing effortless. Freshdesk lets you create up to 15 customized dashboards. Prioritize, categorize, and assign tickets to the right agents and leverage the power of your entire organization to deliver customer delight. 3 key disadvantages of Freshdesk time tracking. The options available in the dropdown are: 24*7: Agents will be available on call on all days and at all times. Omnichannel. Schedule adherence is calculated by dividing the number of minutes an employee works during a shift by the number of minutes they were scheduled to work; then, that number is multiplied. With Custom agent status, admins/supervisors can get complete. Freshdesk Delight customers and agents with effortless service and support Freshdesk. Read moreFor example, refer to the image below to restrict the agents with a custom role from creating a child ticket. Go to Admin > Team > Agent Shifts; Click on New shift Name the shift and choose the timezone that you want the shift to be based. For fast growth, this plan starts at $15 per agent per month billed annually, or $18 per agent per month billed monthly, and includes everything in the free plan and more. com if you require further assistance. /agent/month, billed annually. When you are. The Support Desk pricing plan starts for free and ends up at €95 per agent per month (annually €79). Except for single-sign-on, help center, basic ticketing and collaboration features. Survey agents to find out what their ideal schedule looks like. Compartmentalize and manage your support team better with Freshdesk. Understanding the Dashboard 1. Multilingual capabilities and flexible business hours help cater to a wider customer base. Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. ‘Apply’ the filters for the list to update. Agent Shifts. Here you can see the list of default and custom statuses available. Checking recent helpdesk activity. Here’s a quick overview of Freshdesk’s pros and cons. Explore Freshdesk pricing, reviews, features and compare other top Help Desk Software to Freshdesk on SaaSworthy. You can check back here to see what's new. Freshdesk Pricing: Freshdesk has 4 different pricing plans available to you to start providing top-notch customer support to your users, starting from Free. Understanding Average Handling Time. Reporting and Analytics Make data-driven decisions using insights you can derive from detailed. Update the email address to a placeholder email address say, xyz@example. Unlimited agents | Starting $15/month. You can view a list of all agents in your Freshdesk. On top of that, in Freshdesk, agents have to learn three different interfaces for omnichannel service: Freshdesk for email and web submissions, Freshchat for chat and. Sign up for Freshworks Customer Service Suite today . Comparison of Freshdesk vs Happyfox Helpdesk In terms of Features. Buy additional Freshbots session packs to engage with customers across channels seamlessly. The ticket status is displayed in the sidebar. Compartmentalize and manage your support team better with Freshdesk. The validity of the sessions purchased aligns with your payment cycle. All features in the Estate plan, plus sandbox, audit log, agent shifts, IP whitelisting, and more. By streamlining customer conversations from across channels, Freshdesk offers an easy way for agents to automate and manage customer conversations across channels from one page. Enlightenment Through Freshdesk Gamification "Gamification was a big plus for friendly agent competition. If you are on the Freshdesk Omnichannel Bundle, your Omni Day passes, going forward, will work across Freshdesk Messaging and Freshdesk Contact Center as well. Click on New Agent Status. Happyfox Helpdesk is known for functionalities like Ticketing System, Administration, Customization and Omnichannel. Make sure you have the right bot version selected from. Locate the agent you want to change and click on Edit, or click on New Agent if you're adding a new agent. A service scheduling application is commonly used by service businesses such as plumbing, pest. The “Service Tasks” pane on the left lists the service tasks created in your helpdesk in four default views as well as any custom views you may have created. You can use different support email addresses, launch unique customer portals, and set up business rules and automations for each product. The default agent groups available are listed. With remote support software like Freshdesk, you’ll be able to configure separate location-specific business hours, plan agent shifts, and map them to respective agent groups. Forum moderation emails from sandbox accounts weren’t formatted properly. you can select the start time (hours & minutes) and end time (hours & minutes) for the days selected. Freshdesk’s Estate is $49 per agent per month. Respond to customers faster. We studied ticket traffic and time of day, and changed some agent work shifts based on those insights. Automated. Today’s social media-driven world and the ‘callout culture’ have made it easier for unhappy customers to publicly share their complaints and concerns. Freshdesk Agent Guide. Add the user you want by entering their email address. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service. Please navigate to Admin > Workflows > Ticket Fields. MantisBT Bug Tracking Software (170 Ratings) 96% The SW Score ranks the products within a particular category on a variety of parameters, to. Sign up for Freshdesk today . Under Account, select Plans and Billing. You can make/receive calls using Freshdesk by integrating with Freshcaller, the cloud-based phone system. Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice. 8; user rating: 100%) vs. Any number of products supported. To add a new custom status: Log in to your Freshdesk account. Note: Please make sure that all mandatory fields for closing a ticket are filled before the status is changed to 'Waiting on 3rd party'. 7; user rating: 97%) for their overall performance. Login to your Freshdesk account as an administrator. 00 – $ 109. Agent shifts. The admin can navigate to an agent’s profile and 'Delete' the agent. Working with the Ticket List View. Go to Admin -> Apps -> Microsoft 365 and install the App. Freshdesk Analytics helps you view, analyze, and share information about your business, identify gaps, and quickly address them. Switching back to the old Freshdesk will not be possible. 1. Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers. Begin with an overview and jump immediately into a single agent's profile to get an overview of their workload, stats, and launch directly into an agent's evaluation. It lets you analyze field service ticket volume trends and the team’s performance to help predict service demand better. Under the Agent Type field, you can choose the type of agent you wish to add. Users can avoid reassigning tickets by sharing ownership with the agents involved. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. On the filter pane, under ‘Agents’, select the agent whose tickets you’d like to move and the time period. Our customers realize service productivity gains in under 3 months and innovate faster with the NEO platform. Helpdesks offer features to provide context and insight into customer. Under Team, click on. Viewing tickets 6. Free - $0 (unlimited free agents) Growth- $18/agent/month billed monthly or $15/agent/month billed yearly. Freshdesk Support Desk. Full-time agents are the core service desk agents who log in to your service desk every day to handle employee support. com. If your service desk offers round the clock support, set the service desk hours to 24 hrs x 7 days. Click Cancel to undo your changes. You can make your pre-formatted replies even more personal, by inserting the requester's name, agent signature and ticket details using dynamic placeholders. This course will help you learn the basics of Freshservice that will help you get up and running in your new role immediately. Scheduling Out of Office for agents. Freshdesk Agent Shifts Freshdesk is a customer assistance and helpdesk system developed to help businesses handle and streamline their customer care operations. They also have no control over Releases. Navigate to Admin from the menu. As an Administrator, you can change other agents’ email address by following the steps below, Navigate to Admin from the menu. Here’s a quick overview of Freshdesk’s pros and cons. Freshdesk prices are slashed with its omnichannel packages, which are catered towards streamlining your customer support across channels into one platform. Agent Shifts BETA; IP Whitelisting; Email Bot FREDDY; Unlimited light agents; 99. Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service.