What users are saying about

Freshdesk

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Top Rated
101 Ratings

Freshdesk

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Top Rated
101 Ratings
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Score 8.6 out of 101

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Likelihood to Recommend

Freshdesk

Highly recommended for small and medium businesses looking for a service desk solution. Easy to set up and fairly powerful. The user interface is easy to use making it simple for new users to become productive. Scenario Automator is good at taking a defined set of action for certain types of tickets. Great for support staff that handles a large number of clients.
Naveen Gabrani profile photo

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Organize and prioritize service tickets
Freshdesk
9.0
Expert directory
Freshdesk
8.4
Subscription-based notifications
Freshdesk
8.4
ITSM collaboration and documentation
Freshdesk
7.6
Ticket creation and submission
Freshdesk
9.3
Ticket response
Freshdesk
9.7

Self Help Community

Freshdesk
8.3
External knowledge base
Freshdesk
8.7
Internal knowledge base
Freshdesk
7.9

Multi-Channel Help

Freshdesk
7.4
Customer portal
Freshdesk
8.4
IVR
Freshdesk
3.0
Social integration
Freshdesk
7.6
Email support
Freshdesk
9.8
Help Desk CRM integration
Freshdesk
8.3

Pros

  • We use Freshdesk to track issues that are reported to us. We want to make sure that nothing falls through the cracks.
  • We also use Freshdesk to store our knowledge base articles so that there is one place to go to for finding solutions to individuals issues. These articles can also be published to the self service portal.
  • We like how Freshdesk allows us to distribute the workload among our agents. The reporting allows us to see who is carrying their load and who is not. The numbers just don't lie.
Gary Pope profile photo

Cons

  • Automatic closing of tickets when a customer doesn't respond to a request for more information.
Jeffery Albertson profile photo

Likelihood to Renew

Freshdesk10.0
Based on 3 answers
With our current requirements I see no reason to change from FreshDesk. It really provides all the support tools we need at this time.
Mark Wright profile photo

Usability

Freshdesk9.0
Based on 1 answer
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright profile photo

Support

Freshdesk10.0
Based on 2 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson profile photo

Alternatives Considered

We were previously using Salesforce, so from a head-to-head stance, I can tell you Freshdesk is much more pleasurable to use. When looking to replace Salesforce we were searching on other help desk products out there and Freshdesk was on the top of most of the lists we found, so we gave it a shot. Have not looked back since.
Joseph Stacavich profile photo

Return on Investment

  • Our customer satisfaction has sky rocketed. Our users love the user interface and ease of use of Freshdesk and it has helped them communicate better with us in IT.
  • Our ticket count has been reduced drastically. Before Freshdesk, we had a very long backlog because data was being lost. Emails were not able to be sent from the previous help desk software. Freshdesk resolved this problem for us and has greatly increased our productivity.
  • With the use of gamification, it has driven our technical staff to be engaged and produce the right results. With the ability for them to lose points for unhappy customers, it drives customer service. With the ability to get additional points for a first call resolution, they strive to resolve the call if possible during the first interaction.
No photo available

Pricing Details

Freshdesk

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Freshdesk Editions & Modules
Freshdesk
Edition
Sprout
$01
Blossom
$192
Garden
$352
Estate
$492
Forest
$892
1. Unlimited
2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.