Freshdesk Launches Version 2.0 of Its Customer Support Platform, Making It Dead Simple for Businesses to Earn the Love of Customers

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Freshdesk 2.0 goes freemium and launches industry firsts with Day Pass, time tracking and powerful response and knowledge-sharing tools

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Freshdesk, one the world’s fastest growing help desk software providers, believes that any business can earn brand loyalty, and become the next Southwest Airlines, Virgin or Apple by providing its customers a refreshing support experience. This is why the company is announcing version 2.0 of its helpdesk platform, geared at making customer support more engaging, powerful and as simple as sending an email.

Freshdesk has also announced a freemium model where the first agent is always free. For small businesses with single agent helpdesks, Freshdesk is now essentially a free support software packed with enterprise-class capabilities.

Freshdesk is the simplest way to streamline customer interaction, automatically converting issues from multiple support channels into tickets by combining traditional customer support with popular social networking sites such as Facebook and Twitter.

Freshdesk 2.0 offers a host of new capabilities aimed at keeping both support teams and end customers satisfied, including:

1. Time Tracking – Sometimes it seems like customer service questions get lost in a black hole of requests. Freshdesk 2.0 integrates time tracking capabilities, giving agents the ability to measure how much time is being spent on each ticket, and even generates time sheet reports that can be sent directly to each customer. Freshdesk 2.0 also integrates with popular invoicing tools Harvest and Freshbooks. With these integrations and time-tracking capabilities, agents and managers get a deeper understanding of where performance bottlenecks occur in their helpdesk, and being able to report this automatically to the customer is an easy way to build brand loyalty.

2. Pay as you go support – Buying a full-priced license for every agent is not a cost-effective solution. Starting at $1/day, Freshdesk 2.0 introduces The Day Pass, allowing businesses to add occasional agents for just one day. These occasional agents get complete access to all the functionality in the customer’s Freshdesk plan without having to pay for the whole month—a cost savings of over 80 percent, compared to the competition. By making sure that customers get their questions answered by the appropriate in-house experts, business can provide top-notch customer support without overwhelming their employees. A definite way to ensure that customers keep coming back.

3. Simonsays – Playing off the popular children’s game, Simonsays is a new feature that lets agents assign, update and manage tickets without even logging into their support portal by simply adding the @simonsays tag. There’s no need to sit in front of a PC desktop, and there’s no need for an app. On the go support, from any computer or mobile device at any time, simplifies the support process by allowing agents to “talk” directly to their helpdesk and the end customer all from their email client. Freshdesk automatically processes the command, makes the update, and sends the rest of the email to the appropriate customer in one fell swoop.

4. Email to KBase – Every business realizes the value of a shared knowledge base. But support teams worldwide struggle to maintain a consistent and up to date knowledge base, mainly due to the lack of resources and time to document the knowledge. Freshdesk 2.0 provides an elegant solution to this problem with the Email to KBase capability. Agents can directly send an email to a specific address, automatically converting the ticket to a knowledge base article that can be accessed by any agent. Email to KBase makes it easy to capture and share knowledge across the company, and knowledgeable support agents make for happy customers.

“Tomorrow’s Google, Virgin and Southwest Airlines will build their brand loyalty by quickly supporting, responding to and engaging customers in ways that promote happiness, satisfaction,” says Freshdesk CEO, Girish Mathrubootham. “Freshdesk 2.0 is a customer support platform that makes it easy for any business to earn their customers’ love. ”

“I have a new love and it’s called Freshdesk. Streets ahead of any other customer support system. Tried so many over the last 18 months. All ugly, unfriendly, and feature limited. Freshdesk understands support,” said Chris Howard of three4one design.

To try out Freshdesk 2.0 please visit:

About Freshdesk:

Freshdesk is a SaaS based social customer service platform that allows organizations to support their customers through email, phone, website, Facebook and Twitter. Freshdesk was built ground-up to be easy to use for companies ranging from startups all the way up to enterprises. Freshdesk is backed by Accel Partners. For more information, please visit or find us on Facebook: or Twitter: @freshdesk.


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Olivia Gallion
VSCpr for Freshdesk
+1 425 677 9125 x204
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