Freshdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
Pricing
Freshdesk
Editions & Modules
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
Offerings
Pricing Offerings
Freshdesk
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level Setup FeeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Freshdesk
Considered Both Products
Freshdesk
Chose Freshdesk
As saied before, Freshdesk is very simple to use. It is very agile to our needs and uses, based on the requests are made from our employees only. So, everything they demand, is a well know task or activity in our duties. Zammad does it very well, but needs an on premises …
Chose Freshdesk
The product is useful, I just didn't find that I actually needed it.
Chose Freshdesk
Superior in every aspect—it is that simple! It offers a more flexible product, smoother UI, and, importantly, a more patient and supportive account team.
Chose Freshdesk
Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our …
Chose Freshdesk
My company originally selected Freshdesk due to price, but as we grew, we found it lacking compared to its more expensive counterparts. I briefly compared Zendesk to resolve our main issues with Freshdesk, but I'd spent so much time and effort customizing Freshdesk that we …
Chose Freshdesk
The centralized support system is better than those working with the integrations. Freshdesk has a robust system that includes every step of a customer support. When your team needs a new integration they have already started working on it. The customer support of Freshdesk is …
Chose Freshdesk
Freshdesk is far more meatier than HubSpot in terms of analytics, automations, and ticketing options. When we used HubSpot, we constantly felt like we were drowning under an influx of tickets with no way to manage them but to hire additional people to man the helpdesk. As …
Chose Freshdesk
We didn’t review any other products as freshdesk just worked for us.
Chose Freshdesk
Freshdesk has better tracking of communications with clients / customers
Chose Freshdesk
The decision was made before my time. I want to move to another platform ASAP.
Chose Freshdesk
We tried Freshchat, but since our app did not have advanced technology, we were not able to use it. However, the Freshdesk team supported us in exploring this option.
Chose Freshdesk
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is …
Chose Freshdesk
Freshdesk is aimed more for direct customer support tasks.
Chose Freshdesk
Track it was too complicated to maintain.
Chose Freshdesk
Good platform for organizing the tickets from different sources and making sure no single communication is missed in the cracks. Automations bring productivity. Customization is not easy unless you learn the SDKs/ APIs. but has a great deal to offer. Integrations with other …
Chose Freshdesk
Before using Freshdesk, I worked on Zendesk and Ameyo. However, I felt Freshdesk had more user-friendly and easy-to-understand features. Almost every software functioned the same, with some additional features. I liked Freshdesk because of the social media channel integration.
Chose Freshdesk
I am not the one who made the decision to finalize the software; I have not explored other similar products. This product has been chosen by our organization's management, and I have been involved in the overall implementation for Freshdesk, maintaining the software, including …
Chose Freshdesk
AI-powered automation, with its ability to integrate multiple communication channels—such as email, chat, and phone—into a single platform, helps us resolve common issues more quickly, reducing response times and allowing agents to focus on more complex inquiries. Their 24/7 …
Top Pros
Top Cons
Features
Freshdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.5
173 Ratings
6% above category average
Organize and prioritize service tickets9.0169 Ratings
Expert directory8.1114 Ratings
Subscription-based notifications8.43 Ratings
ITSM collaboration and documentation7.64 Ratings
Ticket creation and submission8.8169 Ratings
Ticket response8.9169 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.1
156 Ratings
4% above category average
External knowledge base8.3142 Ratings
Internal knowledge base7.9145 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.4
164 Ratings
8% above category average
Customer portal8.1140 Ratings
IVR8.451 Ratings
Social integration8.287 Ratings
Email support9.1163 Ratings
Help Desk CRM integration8.3100 Ratings
Best Alternatives
Freshdesk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Front
Front
Score 8.8 out of 10
All AlternativesView all alternatives
User Ratings
Freshdesk
Likelihood to Recommend
8.7
(240 ratings)
Likelihood to Renew
9.4
(20 ratings)
Usability
8.8
(40 ratings)
Availability
5.8
(5 ratings)
Performance
6.4
(5 ratings)
Support Rating
8.1
(38 ratings)
In-Person Training
8.2
(1 ratings)
Online Training
8.1
(2 ratings)
Implementation Rating
8.6
(170 ratings)
Configurability
5.4
(6 ratings)
Contract Terms and Pricing Model
7.0
(4 ratings)
Ease of integration
7.6
(5 ratings)
Product Scalability
6.4
(5 ratings)
Professional Services
6.4
(1 ratings)
Vendor post-sale
7.0
(4 ratings)
Vendor pre-sale
7.0
(4 ratings)
User Testimonials
Freshdesk
Likelihood to Recommend
Freshworks Inc
Freshdesk is really good for start-up companies that want to update their current system or buy a new one. It is the best option possible when it comes to having a structure, following up, and making a better strategy because you can always see what your team is doing, and you have some great reports to help you.
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Pros
Freshworks Inc
  • The price is great for small startups just large enough to need a support ticketing system.
  • This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
  • Agent collision detection is great for making sure agents don't duplicate each others' work!
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Cons
Freshworks Inc
  • Data Security.
  • SLA Policies where it is not customer / contract driven but agents / groups driven.
  • Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
  • Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
  • Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
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Likelihood to Renew
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Usability
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Reliability and Availability
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Performance
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Support Rating
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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In-Person Training
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Online Training
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Implementation Rating
Freshworks Inc
Most important, Freshdesk is a user- friendly platform which directly supports interfaces and navigates user to start. Helps to provide multiple and complex documentation and troubleshooting. It provides build templates for different workflows and processes also refuces effort and time to implement and perform corporate tasks and complete the execution
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Alternatives Considered
Freshworks Inc
AI-powered automation, with its ability to integrate multiple communication channels—such as email, chat, and phone—into a single platform, helps us resolve common issues more quickly, reducing response times and allowing agents to focus on more complex inquiries. Their 24/7 customer support is highly responsive, and they proactively engage with clients through regular reviews to ensure alignment with business goals.
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Contract Terms and Pricing Model
Freshworks Inc
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
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Scalability
Freshworks Inc
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
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Professional Services
Freshworks Inc
- good customer support
- personal contact
- usage limited to basic product features, individually designed solutions seem unlikely
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Return on Investment
Freshworks Inc
  • Increased response times - Client Success maintains at 98% SLA for resolution
  • Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
  • Standardization of internal procedures via templates, canned responses and automations
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ScreenShots