Freshdesk Forest
Freshdesk Forest
ราคาต่อคนต่อเดือน สัญญารายปี
Feature list | FREE | BLOSSOM | GARDEN | ESTATE | FOREST |
TEAM INBOX | |||||
Email ticketing | ✓ | ✓ | ✓ | ✓ | ✓ |
Automatic email notifications | ✓ | ✓ | ✓ | ✓ | ✓ |
Merge tickets | ✓ | ✓ | ✓ | ✓ | ✓ |
Ticket export | ✓ | ✓ | ✓ | ✓ | ✓ |
Ticket activities | ✓ | ✓ | ✓ | ✓ | ✓ |
Set Priority | ✓ | ✓ | ✓ | ✓ | ✓ |
Set Status | ✓ | ✓ | ✓ | ✓ | ✓ |
Outbound email | ✓ | ✓ | ✓ | ✓ | ✓ |
Basic Freshcaller Integration | ✓ | ✓ | ✓ | ✓ | ✓ |
Advanced Freshchat and Freshcaller Integration | X | ✓ | ✓ | ✓ | ✓ |
Multiple shared inboxes | X | ✓ | ✓ | ✓ | ✓ |
In-app smart notifications | X | ✓ | ✓ | ✓ | ✓ |
Undo send | X | ✓ | ✓ | ✓ | ✓ |
Split tickets | X | ✓ | ✓ | ✓ | ✓ |
Sort ticket conversations | X | ✓ | ✓ | ✓ | ✓ |
Watch tickets | X | ✓ | ✓ | ✓ | ✓ |
Time tracking | X | X | ✓ | ✓ | ✓ |
Ticket templates | X | X | ✓ | ✓ | ✓ |
Assume identity | X | X | ✓ | ✓ | ✓ |
Annotated image attachments | X | X | ✓ | ✓ | ✓ |
Satisfaction surveys - Standard | X | X | ✓ | ✓ | ✓ |
Satisfaction surveys - Customizable | X | X | X | ✓ | ✓ |
Advanced ticket scope | X | X | X | X | ✓ |
AGENT PRODUCTIVITY | |||||
Shared canned responses | ✓ | ✓ | ✓ | ✓ | ✓ |
Public and private notes in tickets | ✓ | ✓ | ✓ | ✓ | ✓ |
Dynamic placeholders | ✓ | ✓ | ✓ | ✓ | ✓ |
To-dos | ✓ | ✓ | ✓ | ✓ | ✓ |
Tags | ✓ | ✓ | ✓ | ✓ | ✓ |
Quick actions | ✓ | ✓ | ✓ | ✓ | ✓ |
One-touch Scenarios | X | ✓ | ✓ | ✓ | ✓ |
Personal canned responses | X | ✓ | ✓ | ✓ | ✓ |
Agent collision detection | X | ✓ | ✓ | ✓ | ✓ |
Traffic cop | X | ✓ | ✓ | ✓ | ✓ |
Filtered Search | X | ✓ | ✓ | ✓ | ✓ |
Integrated game mechanics | X | ✓ | ✓ | ✓ | ✓ |
Occasional agents | X | ✓ | ✓ | ✓ | ✓ |
Custom ticket views | X | ✓ | ✓ | ✓ | ✓ |
Summary app | X | ✓ | ✓ | ✓ | ✓ |
Add reminders on to-dos | X | ✓ | ✓ | ✓ | ✓ |
Session replay | X | X | ✓ | ✓ | ✓ |
Canned forms | X | X | ✓ | ✓ | ✓ |
WORKFLOW AUTOMATION | |||||
Automations that run on ticket creation | ✓ | ✓ | ✓ | ✓ | ✓ |
Time-triggered automations | X | ✓ | ✓ | ✓ | ✓ |
Event-triggered workflow automations | X | ✓ | ✓ | ✓ | ✓ |
Time triggers on custom status | X | X | X | ✓ | ✓ |
Round robin ticket assignment | X | X | X | ✓ | ✓ |
Load balanced ticket assignment | X | X | X | ✓ | ✓ |
Skill based ticket assignment | X | X | X | X | ✓ |
Agent Shifts | X | X | X | X | ✓ |
Out of Office scheduler | X | X | X | ✓ | ✓ |
SLA MANAGEMENT | |||||
Business rules management through SLAs | X | ✓ | ✓ | ✓ | ✓ |
SLA reminders | X | X | X | ✓ | ✓ |
Escalation emails for SLA violation | X | X | X | ✓ | ✓ |
Multiple SLA policies | X | X | X | ✓ | ✓ |
Product, group and company level SLAs | X | X | X | ✓ | ✓ |
SLA for every response | X | X | X | ✓ | ✓ |
SELF SERVICE | |||||
Knowledge base | ✓ | ✓ | ✓ | ✓ | ✓ |
Private Knowledge Base | ✓ | ✓ | ✓ | ✓ | ✓ |
Email to Knowledge base | ✓ | ✓ | ✓ | ✓ | ✓ |
Auto suggest solutions | X | ✓ | ✓ | ✓ | ✓ |
Automatic article reordering | X | ✓ | ✓ | ✓ | ✓ |
Interlinking articles | X | ✓ | ✓ | ✓ | ✓ |
Advanced article filtering | X | X | ✓ | ✓ | ✓ |
Automatic sitemap generation | X | X | ✓ | ✓ | ✓ |
Advanced article bulk actions | X | X | ✓ | ✓ | ✓ |
Community forums | X | X | ✓ | ✓ | ✓ |
Multi-product content management | X | X | X | ✓ | ✓ |
Article versioning | X | X | X | ✓ | ✓ |
Knowledge base analytics | X | X | X | ✓ | ✓ |
Article templates | X | X | X | ✓ | ✓ |
Approval workflow | X | X | X | X | ✓ |
HELP WIDGET | |||||
Embeddable contact form | ✓ | ✓ | ✓ | ✓ | ✓ |
Embeddable solution articles | ✓ | ✓ | ✓ | ✓ | ✓ |
Multiple widgets | X | ✓ | ✓ | ✓ | ✓ |
Appearance customization | X | ✓ | ✓ | ✓ | ✓ |
Frustration tracking | X | X | ✓ | ✓ | ✓ |
Customer journey | X | X | ✓ | ✓ | ✓ |
Multilingual knowledge base | X | X | X | ✓ | ✓ |
Multilingual ticket fields | X | X | X | ✓ | ✓ |
Page specific contextual solutions | X | X | X | ✓ | ✓ |
SOCIAL SUPPORT | |||||
Basic Twitter channel | ✓ | ✓ | ✓ | ✓ | ✓ |
Basic Facebook channel | ✓ | ✓ | ✓ | ✓ | ✓ |
Advanced Twitter channel | X | ✓ | ✓ | ✓ | ✓ |
Advanced Facebook channel | X | ✓ | ✓ | ✓ | ✓ |
COLLABORATION | |||||
Contextual collaboration with Freshconnect | ✓ | ✓ | ✓ | ✓ | ✓ |
Linked tickets | X | X | ✓ | ✓ | ✓ |
Shared ownership of tickets | X | X | X | ✓ | ✓ |
Parent-child ticketing | X | X | X | ✓ | ✓ |
REPORTING & ANALYTICS | |||||
Default dashboard | ✓ | ✓ | ✓ | ✓ | ✓ |
Ticket volume trends | ✓ | ✓ | ✓ | ✓ | ✓ |
Helpdesk in-depth report | X | ✓ | ✓ | ✓ | ✓ |
Export reports | X | ✓ | ✓ | ✓ | ✓ |
Save reports | X | ✓ | ✓ | ✓ | ✓ |
Agent and group performance | X | X | ✓ | ✓ | ✓ |
Satisfaction survey report | X | X | ✓ | ✓ | ✓ |
Time sheet summary report | X | X | ✓ | ✓ | ✓ |
Schedule reports | X | X | ✓ | ✓ | ✓ |
Ticket drill down in reports | X | X | ✓ | ✓ | ✓ |
Three-level data drill down | X | X | X | ✓ | ✓ |
Performance distribution | X | X | X | ✓ | ✓ |
Top customer analysis | X | X | X | ✓ | ✓ |
Ticket lifecycle report | X | X | X | ✓ | ✓ |
Custom reports | X | X | X | ✓ | ✓ |
Text widgets and widget styling | X | X | X | ✓ | ✓ |
Team Dashboards | X | X | X | ✓ | ✓ |
Data Export | X | X | X | ✓ | ✓ |
TICKET FORMS | |||||
Custom status | X | ✓ | ✓ | ✓ | ✓ |
Custom ticket fields | X | ✓ | ✓ | ✓ | ✓ |
Dependent fields in ticket forms | X | ✓ | ✓ | ✓ | ✓ |
Dynamic ticket forms | X | X | X | ✓ | ✓ |
Multilingual ticket forms | X | X | X | ✓ | ✓ |
GLOBAL SUPPORT | |||||
Dynamic email notifications | X | X | ✓ | ✓ | ✓ |
Multilingual knowledge base | X | X | ✓ | ✓ | ✓ |
Multilingual satisfaction surveys | X | X | X | ✓ | ✓ |
Multiple time zones | X | X | X | ✓ | ✓ |
Multiple business hours | X | X | X | ✓ | ✓ |
Multiproduct helpdesk | X | X | X | ✓ | ✓ |
CUSTOMER MANAGEMENT | |||||
CUSTOMER MANAGEMENT | ✓ | ✓ | ✓ | ✓ | ✓ |
Contact and company fields | X | ✓ | ✓ | ✓ | ✓ |
Custom contact and company fields | X | X | ✓ | ✓ | ✓ |
Customer journey | X | X | ✓ | ✓ | ✓ |
Customer 360 | X | X | X | ✓ | ✓ |
Link multiple companies to a single contact | X | X | X | ✓ | ✓ |
Identify contacts using external ID | X | X | X | ✓ | ✓ |
Customer segments | X | X | X | ✓ | ✓ |
CUSTOMIZATIONS | |||||
Public portal customization | ✓ | ✓ | ✓ | ✓ | ✓ |
API access | X | ✓ | ✓ | ✓ | ✓ |
Custom domain mapping | X | ✓ | ✓ | ✓ | ✓ |
CSS customization | X | X | ✓ | ✓ | ✓ |
Complete portal customization | X | X | X | ✓ | ✓ |
Customizable agent roles | X | X | X | ✓ | ✓ |
FreshThemes gallery | X | X | X | ✓ | ✓ |
FREDDY STARTER FROM FREDDY AI | |||||
Email bot | X | X | X | X | ✓ |
Agent scripts | X | X | X | X | ✓ |
Social Signals | X | X | X | X | ✓ |
Thank you detector | X | X | X | X | ✓ |
Auto-triage | X | X | X | X | ✓ |
Bot reporting | X | X | X | X | ✓ |
CHANGE MANAGEMENT | |||||
Audit Log | X | X | X | X | ✓ |
Sandbox | X | X | X | X | ✓ |
SECURITY | |||||
SSL certificate | ✓ | ✓ | ✓ | ✓ | ✓ |
Single sign on | ✓ | ✓ | ✓ | ✓ | ✓ |
Datacenter Location | ✓ | ✓ | ✓ | ✓ | ✓ |
Single sign on with SAML | ✓ | ✓ | ✓ | ✓ | ✓ |
DKIM/DMARC | ✓ | ✓ | ✓ | ✓ | ✓ |
Custom email servers | X | ✓ | ✓ | ✓ | ✓ |
Custom SSL certificates | X | ✓ | ✓ | ✓ | ✓ |
Advanced password policy for agents and customers | X | X | ✓ | ✓ | ✓ |
Helpdesk restriction | X | X | X | ✓ | ✓ |
IP whitelisting | X | X | X | X | ✓ |
HIPAA Compliance | X | X | X | X | ✓ |
PCI Compliance | ✓ | ✓ | ✓ | ✓ | |
APPS | |||||
Access to app gallery | X | ✓ | ✓ | ✓ | ✓ |
Email marketing and CRM apps | X | ✓ | ✓ | ✓ | ✓ |
Cloud telephony integration app | X | ✓ | ✓ | ✓ | ✓ |
Survey & feedback apps | X | X | ✓ | ✓ | ✓ |
Time tracking and invoicing tools | X | X | ✓ | ✓ | ✓ |
Custom apps | X | X | ✓ | ✓ | ✓ |
FRESHDESK MOBILE APP | |||||
Freshdesk for iOS | ✓ | ✓ | ✓ | ✓ | ✓ |
Freshdesk for Android | ✓ | ✓ | ✓ | ✓ | ✓ |
CUSTOMER SUPPORT | |||||
Knowledge base | ✓ | ✓ | ✓ | ✓ | ✓ |
Community forums | ✓ | ✓ | ✓ | ✓ | ✓ |
24x7 Email support | ✓ | ✓ | ✓ | ✓ | ✓ |
24x5 Phone support | X | ✓ | ✓ | ✓ | ✓ |
24x5 Chat support | X | X | X | ✓ | ✓ |
Omnichannel Features | SPROUT | BLOSSOM | GARDEN | ESTATE | FOREST |
OMNICHANNEL | |||||
Omnichannel customer timeline | X | X | X | ✓ | ✓ |
Customer chat widget | X | X | X | ✓ | ✓ |
Customer context | X | X | X | ✓ | ✓ |
Message channels | X | X | X | ✓ | ✓ |
Assignment rules | X | X | X | ✓ | ✓ |
Integrated FAQs | X | X | X | ✓ | ✓ |
IntelliAssign | X | X | X | ✓ | ✓ |
Co-browsing | X | X | X | ✓ | ✓ |
Multilingual FAQs | X | X | X | ✓ | ✓ |
Chatbots (Answers and Flows) | X | X | X | X | ✓ |
Chatbots reporting | X | X | X | X | ✓ |
Purchase Local/Toll-free numbers | X | X | X | ✓ | ✓ |
Number porting | X | X | X | ✓ | ✓ |
Click to call | X | X | X | ✓ | ✓ |
Advanced call queues | X | X | X | ✓ | ✓ |
IVR | X | X | X | ✓ | ✓ |
Call masking | X | X | X | ✓ | ✓ |
Voicemail | X | X | X | ✓ | ✓ |
Voicemail transcription | X | X | X | ✓ | ✓ |
Inbound caller ID | X | X | X | ✓ | ✓ |
Warm transfer | X | X | X | ✓ | ✓ |
Smart escalations | X | X | X | ✓ | ✓ |
Call monitoring | X | X | X | ✓ | ✓ |
Call barging | X | X | X | ✓ | ✓ |
Conference calling | X | X | X | ✓ | ✓ |
After Call Work (ACW) | X | X | X | ✓ | ✓ |
Advanced call metrics | X | X | X | ✓ | ✓ |
Curated call reports | X | X | X | ✓ | ✓ |
Custom call centre reports | X | X | X | ✓ | ✓ |
Queue callback (virtual hold) | X | X | X | ✓ | ✓ |
Non-business hour routing | X | X | X | ✓ | ✓ |
Holiday calendar | X | X | X | ✓ | ✓ |
Holiday routing | X | X | X | ✓ | ✓ |
Omnichannel Dashboard | X | X | X | ✓ | ✓ |
Free local incoming minutes | X | X | X | 3000 min/month | 5000 min/month |
Service level monitoring | X | X | X | X | ✓ |
Abandoned call metrics | X | X | X | X | ✓ |
Speech-enabled IVR | X | X | X | X | ✓ |
Voicebot | X | X | X | X | ✓ |
Bot reporting | X | X | X | X | ✓ |
Omniroute™ | X | X | X | X | ✓ |
Field Service Management | SPROUT | BLOSSOM | GARDEN | ESTATE | FOREST |
FOR SUPPORT AGENTS AND FIELD SUPERVISORS | |||||
Service task management | X | ✓ | ✓ | ✓ | ✓ |
Field team management | X | ✓ | ✓ | ✓ | ✓ |
Appointment booking and management | X | ✓ | ✓ | ✓ | ✓ |
Scheduling Dashboard | X | ✓ | ✓ | ✓ | ✓ |
Curated report to monitor field team performance | X | ✓ | ✓ | ✓ | ✓ |
Curated report to track field service volume trends | X | ✓ | ✓ | ✓ | ✓ |
Custom Roles for FSM | X | ✓ | ✓ | ✓ | ✓ |
FOR FIELD TECHNICIANS | |||||
iOS and Android apps for field service | X | ✓ | ✓ | ✓ | ✓ |
Push notifications | X | ✓ | ✓ | ✓ | ✓ |
Time tracking and logging for service tasks | X | ✓ | ✓ | ✓ | ✓ |
Obtain customer signatures | X | ✓ | ✓ | ✓ | ✓ |
Private notes in service tasks | X | ✓ | ✓ | ✓ | ✓ |
Navigate to customer service locations | X | ✓ | ✓ | ✓ | ✓ |
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