What users are saying about
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Top Rated
194 Ratings
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Freshdesk

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Top Rated
194 Ratings
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Score 8.6 out of 100
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Likelihood to Recommend

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Helpdesk Pilot

No answers on this topic

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Pros

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

Helpdesk Pilot

No answers on this topic

Cons

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

Helpdesk Pilot

No answers on this topic

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Usability

Freshdesk

Freshdesk 8.6
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Support Rating

Freshdesk

Freshdesk 8.9
Based on 18 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Helpdesk Pilot

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | TrustRadius Reviewer

Helpdesk Pilot

No answers on this topic

Return on Investment

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

Helpdesk Pilot

No answers on this topic

Screenshots

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

Edition
SproutFree
Blossom$192
Garden$452
Estate$692
Forest$1252
Estate Omnichannel$992
Forest Omnichannel$1692
  1. per month
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19, $45, $69 and $125. The 21-day free trial covers all features at the Estate plan.

Helpdesk Pilot

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Helpdesk Pilot Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Helpdesk Pilot

Likelihood to Renew

Freshdesk
10.0
Helpdesk Pilot

Usability

Freshdesk
8.6
Helpdesk Pilot

Support Rating

Freshdesk
8.9
Helpdesk Pilot

Implementation Rating

Freshdesk
10.0
Helpdesk Pilot

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