Freshdesk Contact Center comes with the following pricing plans:
Each plan is stacked with a number of features catered for various teams and businesses. You can choose the one that best suits your organization. Check out more details here.
Note that charges for incoming and outgoing calls and number charges are separate from agent licensing rates. You can check our call rates and number charges here.
Yes. You can find our agent and admin guides here.
An account gets suspended when no credit card is added to the account (for standard and advanced customers) or there is an insufficient balance in the card that was added.
Yes, users with an agent role have access to only specific areas of Freshdesk Contact Center. This includes
the agent dashboard, customer or contact details, and call logs.
Admins have additional access to a real-time dashboard to monitor calls, view call queues, view agent presence, and admin settings which provide options to customize Freshdesk Contact Center for your business. For more details, refer to Understanding User Roles.
Freshdesk Contact Center is built for the following roles — call center agents (day-to-day users), call center supervisors (managers or team leads), admins, business owners, or COOs (decision-makers).
Each role has access to a different set of features as follows:
Agent: Can make calls, access the agent dashboard and call logs, can also access customer information.
Supervisor: Can perform all agent-related activities and access reports but cannot access or change configurations in the Admin tab.
Admin: Can configure all features through the Admin tab but is restricted from viewing Account or Billing-related information.
Account Admin: Has complete control over the call center including access to account or billing-related information and receives invoices.
Yes, depending on your business scenarios, you can provide access to multiple team members to play an admin role. Roles can be modified at any given time.
There are no limitations to the number of contacts or companies you can add.
Yes. If you have admin access, you can modify the details of agents or teams anytime. But the customer details can be modified by all users.
Account admins can manually switch agent availability status from the live dashboard. However the agents must be logged in, the availability status cannot be changed for agents who are logged out.
- Log in to your account.
- From the left panel, click on the Customers icon.
- Click Contacts > New Contact > Import Contacts.
- Upload a CSV file with the list of your contacts.
- Click Upload.
For more detailed instructions, see Importing Contacts.