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Feature list FREE BLOSSOM GARDEN ESTATE FOREST TEAM INBOX           Email ticketing ✓ ✓ ✓ ✓ ✓ Automatic email notifications ✓ ✓ ✓ ✓ ✓ Merge...
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Freshdesk
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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
  • Any Product types that You want - Simple, Configurable, Bundled and Grouped Products
  • Downloadable/Digital Products, Virtual Products
  • Inventory Management with Backordered items
  • Customer Personalized Products - upload text for embroidery, monogramming, etc.
  • Create Store-specific attributes on the fly
  • Advanced Pricing Rules and support for Special Prices
  • Tax Rates per location, customer group and product type
  • Detailed Configuration Options in Theme Admin Penl