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Freshdesk Contact Center

Freshdesk Contact Center
Formerly Freshcaller


What is Freshdesk Contact Center?

Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It…

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Recent Reviews

Freshdesk is Fresh

9 out of 10
June 22, 2022
When we first started using Freshdesk Contact Center, we had a need for a new system that would make it easier for parents to contact our …
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Popular Features

View all 10 features
  • Call reports (8)
  • Call recording (8)
  • Answering rules (8)
  • Multi-level Interactive Voice Response (IVR) (8)
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View all pricing



per agent/per month



per agent/per ,billed annually



per agent/per month, billed annually

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visit…


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

Avg 8.2

Call Management

Customized phone system settings

Avg 8.3

VoIP system collaboration

Team collaboration via cloud phone system

Avg 8.0
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Product Details

What is Freshdesk Contact Center?

Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It is suited for phone teams of size 1- 30.
Users can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers. The call queues enables smart escalations based on agent availability as well as business hour setting. Businesses can choose to record all their phone conversations. Call Monitoring & Barging allows supervisors to listen and speak to customers real-time. WIth it, teams can engage in contextual conversations with callers.

Freshdesk Contact Center Features

Cloud PBX Features

  • Supported: Hosted PBX
  • Supported: Multi-level Interactive Voice Response (IVR)
  • Supported: Call reports
  • Supported: Directory of employee names

Call Management Features

  • Supported: Answering rules
  • Supported: Call recording
  • Supported: Call park
  • Supported: Call screening
  • Supported: Message alerts

VoIP system collaboration Features

  • Supported: Audio conferencing

Additional Features

  • Supported: Custom greeting message
  • Supported: Voicemail
  • Supported: Call routing
  • Supported: Call Barging
  • Supported: Number porting
  • Supported: Answer on mobile
  • Supported: Smart Escalation
  • Supported: Call Metrics
  • Supported: Call conferencing
  • Supported: Inbound caller ID
  • Supported: After Call Work

Freshdesk Contact Center Video

Upgrade your business by moving away from desk phones with Freshcaller, cloud phone system for all businesses

Freshdesk Contact Center Competitors

Freshdesk Contact Center Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States, United Kingdom, Australia, Canada
Supported LanguagesEnglish

Frequently Asked Questions

Talkdesk, Five9, and RingCentral MVP are common alternatives for Freshdesk Contact Center.

Reviewers rate Audio conferencing highest, with a score of 9.5.

The most common users of Freshdesk Contact Center are from Mid-sized Companies (51-1,000 employees).
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View all alternatives
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Reviews and Ratings


Attribute Ratings


(1-9 of 9)
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Nithin Rao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Freshdesk has been a saviour in terms of contact center management and getting the lines live for support. We needed to have a script clear line for our customers to get the maximum out of the support channels and Freshdesk came to the rescue with an out-of-the-box tool and ease of access.
  • Sophisticated design and UI.
  • Ease of KT and download access.
  • Vast analytics options.
  • Pricing.
  • Initial data transfer.
  • Support.
  • Freshdesk is better compared to all the third world applications available as the product feels premium and usability is good.
  • It helps in onboarding the team very fast and is simple plug 'n' play.
  • Could be a little cheaper compared to the competition in the market where we get similar tools for a lot less.
June 22, 2022

Freshdesk is Fresh

Score 9 out of 10
Vetted Review
Verified User
When we first started using Freshdesk Contact Center, we had a need for a new system that would make it easier for parents to contact our admin. This was at first a trial run, but quickly became a much-needed software that has been fully integrated into our school. This software allows more callers to reach us without the hassle and has helped us reduce the number of parent complaints of not being able to be connected with one of our HR employees.
  • Routes parent request directly to our admin department
  • Allows you to set up chats
  • Allows you to measure how well you are doing
  • One thing that I would say is scrap the chatbot, nobody wants to talk to a bot.
  • Better explain how to setup the WhatsApp integration
One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.
James Dilley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
The platform's ability to record and show 'Canned Responses' is quite useful; it's convenient to have that information readily available, and it doesn't get in the way when you're composing your response. What you need and desire from a customer service center is going to depend on your own situation. If you're on a tight budget but still need anything to get the job done, by all means, give this a shot. You'll be glad you considered switching platforms if you're a rapidly expanding firm.
  • From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
  • The ability to phone a lead or customer directly from Freshdesk is fantastic.
  • Handling of waiting lines.
  • Freshdesk is not built for problem classification, hence it is challenging to sort tickets by the problem.
  • Due to a lack of a robust category or views mechanism, problem assignment and management become tedious tasks on this platform.
  • It took some time to get everything moved over during the setup process.
One of FreshDesk Contact Center's greatest strengths is that it can centralize all of a company's channels for communicating with customers. Additionally, you get access to a large number of free collaborators seats, enabling you to bring on board non-customer support team members who may play an indirect role in handling client concerns. Offering an omnichannel experience to our staff and consumers eliminates the need to juggle numerous tools for handling customer service issues. In addition, we may direct customer service interactions like tickets, chats, and phone calls according to predetermined guidelines.
Score 10 out of 10
Vetted Review
Verified User
Being in sales or customer success, I need to make phone calls daily. Freshcaller is embedded in my CRM - Freshsales which makes it very convenient to make calls, from multiple numbers. It also records the calls if I want to revisit my conversations. It has changed the game for me.
  • Connectivity.
  • Call recording.
  • Ability to use multiple phone numbers.
  • Sometimes the network drops which disrupts calls.
  • Nothing else.
It is very well suited for making cold customer calls and especially when it's connected to a CRM. Here you can see the lead contact information and notes while making the call which makes the conversation very easy. It is also very useful to revise conversations, one can always listen to their conversation if they've missed out on some important detail.
Ignacio Cruz | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
In Omnia Salud we have clients all around America, so we needed a platform that could help us call other countries from Argentina. As we used Freshsales, we started using Freshcaller with 3 virtual numbers purchased from the platform. The problem we had was that it wasn't fully integrated with Freshsales or Freshdesk, and this made the daily operations a little bit tedious.
  • Buy virtual numbers.
  • Record Calls.
  • Don't rely on an outstanding internet connection.
  • Integration with their own CRM (Freshsales).
  • Integration with their own Support Platform (Freshdesk).
  • Reviewing the cost of an outgoing call.
I think it's well suited if you need a virtual number and you do not plan to save this information in your CRM. It's really easy to get it running and then is very simple to use. I think they could improve by integrating better with other platforms, especially the ones in their own suite. And if you need the virtual phone for sales, I would recommend getting a CRM that has the virtual caller integrated within the platform.
January 06, 2022

Dropped Calls

Score 1 out of 10
Vetted Review
Verified User
We did not have a good experience with FreshCaller so we discontinued use of it within two days. For some reason, it did not work well with our phone system and was constantly disconnecting calls. It was very disruptive to our employees across the enterprise as well as the team who was manning the system.
  • We were excited by the prospect and it just did not meet expectations
  • We wanted the system to work as it was described and there were too many glitches
It did not meet even our basic expectations.
Score 8 out of 10
Vetted Review
Verified User
Freshcaller is currently being used in our environment as a call manager for our IT Help Desk. We have a number that users are able to call into for assistance and the next available analyst is able to answer the call and assist with any issues the end-users are experiencing.
  • IVR
  • Call management
  • Forwarding
  • Holiday schedling
  • Call rotation
  • Caller ID
Freshcaller is pretty straightforward with a lot of the settings and a fairly simple setup process. What it does well allows you to set up a number where you centralize incoming calls and route them properly. The routing could be a bit better but still works. Holiday and early closing days are not the easiest to manage.
Score 2 out of 10
Vetted Review
Verified User
Freshcaller was previously used by my organization as part of an add-in feature to FreshDesk, a CRM developed by the parent company FreshWorks. It was primarily utilized by the Customer Support team to route incoming calls to support agents and to generate tickets into our ticket management system for tracking and resolving issues and requests. It was to bring integration of the phone channel into the ticketing system so agents would not have to be relied on to generate tickets for phone calls in a timely manner.
  • Phone system integrates with FreshDesk easily
  • VoIP service was fairly clear
  • Setup and configuration of call features was fairly easy to figure out, and documentation was available for areas that were not easy to understand
  • Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
  • The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
  • Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
  • Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.
If you have a very small group of representatives that are strictly using FreshDesk as their ticket management system that needs to have call integration, I can see this solution working - but from a cost perspective, there are better options, even if they lack the tight integration between FreshWorks products. I am struggling to find scenarios other than above that Freshcaller is well suited.
Steven Duran | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Freshcaller is used by our inside sales and account management team. We recently switched from a hard phone to a softphone and I wanted to use software that gave my analytics on call metrics. It's also helpful that we use FreshSales as our CRM so the integrations there were obviously very smooth.
  • Call metrics.
  • Multiple users.
  • Custom voicemails.
  • Integration into Freshsales.
  • The UX and UI could use an upgrade.
  • The process could be better when importing a hard line into the system.
  • We could use more additional reporting features.
If you're looking to have your team make outbound calls to leads, then this software is really well suited. You can simply go through your call list and make the dials really effectively. As a manager, it's really helpful to track how long our team members have been on the phone and you can even tag it so that you can track call time to a particular project or client.
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