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Freshdesk

Freshdesk

Overview

What is Freshdesk?

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…

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Recent Reviews

Enhancing the Customer Experience

9 out of 10
January 31, 2024
I am using Freshdesk on a regular basis to assist the clients, it helps to track all the emails and reminds me all the task so that I am …
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Recommended Platform !!

10 out of 10
January 15, 2024
I have a overall good experience on Freshdesk, it's a smooth platform for managing all your Tickets !!
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Freshdesk Review

9 out of 10
January 15, 2024
We use it to server our customers who send emails. all emails hit the Freshdesk and we respond to all client emails from here. This is a …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Ticket creation and submission (142)
    8.8
    88%
  • Email support (138)
    8.8
    88%
  • Organize and prioritize service tickets (141)
    8.7
    87%
  • Ticket response (142)
    8.7
    87%

Reviewer Pros & Cons

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Pricing

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Free

$0

Cloud
Up to 10 agents

Growth

$15

Cloud
per month per agent

Pro

$49

Cloud
per month per agent

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.freshworks.com/freshdesk/pr…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 8.0

Self Help Community

Features that allow customers to self-service for support issues.

8.3
Avg 7.9

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.3
Avg 7.9
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Product Details

What is Freshdesk?

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, predictive support capabilities, and field service management.

Freshdesk boasts over 50,000+ customers including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, Chargebee, Grofers, and PhonePe as Freshdesk users, to help them provide faster customer service.

Freshdesk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Freshdesk Video

Freshdesk - Customer Service Software

Freshdesk Integrations

Freshdesk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide
Supported LanguagesArabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)

Frequently Asked Questions

Freshdesk starts at $0.

Zendesk Suite, Zoho Desk, and Kayako are common alternatives for Freshdesk.

Reviewers rate Ticket creation and submission and Email support highest, with a score of 8.8.

The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(509)

Attribute Ratings

Reviews

(1-25 of 213)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Freshdesk to handle customer emails and it has been quite effective. Our workflow has been greatly improved with the ability to assign tickets, write notes to colleagues, and categorize. It is a daily work tool for us. The support platform is also beneficial for our customers. We've made updates to add our own fonts and colors to customize the look.
  • ⦁ It has the clearest and most useful ticket submission portal we have used.
  • ⦁ Simple email monitoring.
  • ⦁ A central location for customer and employee communication records.
  • ⦁ Automation potential through threads, tags and cached responses.
  • ⦁ Date ranges would be much easier if entering text date ranges were a feature and you weren't forced to click on a calendar.
  • ⦁ If we merge a ticket it cannot be disintegrated.
Freshdesk is ideal for all types of companies.Efficiently manage tickets and ensure quick responses. It's perfect for tracking issues, communicating, and quickly meeting customer needs. Its user interface is easy to use and also very simple to configure. Multi-channel support is provided when your business interacts with customers through a variety of channels, including chat, email, phone, and other social media platforms.
March 11, 2024

Freshdesk - IT

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Freshdesk to address any IT issues
  • Ease of use. The UI is very clean
  • Very intuitive. adding properties to tickets is very easy
  • groups. I like how we can make IT groups and HR groups for tickets
  • search functionality. i like to use past tickets to help solve new issue. Sometimes the search function won't find relevant tickets from my searched key words.
  • I want to be able to respond to CC'd users indiidually. Whenever you respond in a ticket, it makes you send an email to who created the ticket. Sometime I want to just reply to one user who was CC'd if the ticket was created on their behalf
Simple and easy to use. Please only make changes in this direction
Score 9 out of 10
Vetted Review
Verified User
I am using Freshdesk on a regular basis to assist the clients, it helps to track all the emails and reminds me all the task so that I am not missing out on my work
  • Track all the emails
  • Easy to search the tickets depending on status
  • Track the FEEDBACK Survey
  • Timely notification on WOC tickets
  • While creating new tickets sometimes it gets stuck
  • Need to improve the functionality of adding the screenshots
  • Loading time
It is good for the support team to assist the customers on timely manner, it also helps in tracking the SLA's and KPI's along with the feedback and responses received from the clients.

The team leads can check all the tickets in one place by using the statuses and it also allows to create teams and groups and assign the tickets.
January 15, 2024

Recommended Platform !!

Score 10 out of 10
Vetted Review
Verified User
I have a overall good experience on Freshdesk, it's a smooth platform for managing all your Tickets !!
  • Easy to Track Tickets with the help of Ticket Numbers.
  • Feasibility of Adding Notes on Each Ticket if needed.
  • Majorly the Ticket Dashboard is so helpful which shows the number of Open, Unresolved, Due and Overdue Tickets.
  • Client Feedback Rating is a wonderful feature.
  • Parsing of the images takes sometime - it shows error Parsing Failed which is time consuming task as we need to add and wait for the Image Loading.
I have a overall good experience on Freshdesk.
January 15, 2024

Freshdesk Review

Score 9 out of 10
Vetted Review
Verified User
We use it to server our customers who send emails. all emails hit the Freshdesk and we respond to all client emails from here. This is a good product and has a great UI, and recently they have added good analytics as well giving the flexibility to analyse the performance and other metrics
  • Ticketing
  • Canned Respponse
  • reports
  • Dashboard View
  • Themes
Helps identify the emails easily and lets us know where the query of the user stands. Gives a better view and scalability at an individual and team level
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I have used the Freshdesk tool for managing my clients with respect to their issues or in terms of assistance. It streamlines ticketing, facilitates prompt responses, and ensures effective assistance delivery. The platform's intuitive interface enhances productivity and fosters better client relationships. I would recommend this tool for efficient customer support management.
  • managing clients ticket effectively
  • managing canned responses
  • comprehensive dashboard of all the managed tickets
  • Customization Flexibility
  • Advanced Reporting and Analytics
Freshdesk excels in handling customer support for small to mid-sized businesses, efficiently managing ticketing, and ensuring timely responses. It's ideal for streamlining customer queries, tracking issues, and maintaining communication. However, for large enterprises with complex support structures requiring highly customizable and intricate workflows, Freshdesk might have limitations in meeting extensive scalability and advanced automation needs.
James Allnutt | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Prior to using Freshdesk - all L2 escalation was being managed via a “To-do” list based on a shared email inbox. We had no clear way to see who was doing what - timelines were delayed and our delay in finishing deliverables impacted other departments. We needed a way to see live all escalations for Opus 2 Products from internal and external teams - and bring our team in line with contractual client SLAs and internal OLAs. Freshdesk gave us the ability to accurately manage our teams allocation across all regions - and ensure we had SLA tracking in place. By utilizing alerts, ticket rules and other functions, we have been able to bring our First Response Time on Average to just shy of an hour. This is inline with our SLAs - considerably more than the previous 2hrs. Clients have reported back this improvement as a piece of positive feedback to our Account Managers - so the visible impact has been significant - especially as we start to roll out new solutions, where clients have considerably more queries.
  • Skill Based Ticket Assignment
  • Ticket Alerting
  • Advanced Dashboarding and Metric Sharing
  • Stronger integration between custom objects and scenario automations.
  • Increased Agent View Customization (without third party apps).
  • Additional Sign-In Methods for End Users (email links)
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user.
January 10, 2024

Amazing management tool!

Sarthak Chopra | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I primarily used Freshdesk to manage emails centrally and for better delivery of customer experience. Another main purpose is project management, allowing me to manage my projects inside and outside the team effectively and efficiently. Personalised support to customers is the area where it simply rocks and delivers great value overall.
  • Project Management : Inside and outside the team both
  • Ticketing : Raising the tickets and addressing them
  • Saves a lot of time by faster resolution
  • Automation is amazing
  • Occasionally it hangs and the screen freezes
  • While changing the status of the ticket, it has to be refreshed several times
  • Adds a lot of emails to already busy mail queue
Ticket management is the most sought-after feature leveraged by my team. We deal via vendors and third parties in the form of tickets and use Freshdesk for the same.
Score 9 out of 10
Vetted Review
Verified User
It a good service however the refresh the page for a long time and the redirection is very good but if it was a desktop supportive app it would much better use and single sign in option the best thing which I've used ever
  • showing the stats
  • and Survey trigger content and the reflection after completion
  • showing us the where we standing with completion
  • need to work on the page refresh issue
  • redirect option should be little faster
  • applying the changes is little slow
need improvement in reflecting the changes
Jeffery Albertson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk is used for all technology, facilities and maintenance requests for our school district. It can automatically assign an agent to the ticket based on the request type. All the tickets can be tracked and organized through the dashboard to ensure all tickets are responded to in a timely manner.
  • You can write solutions articles for your most common requests, so customers can help themselves. Keywords typed by the user point them to related articles allowing them to help themselves.
  • All the tickets can be managed in one location.
  • After a ticket is Resolved the customer gets a survey, so technicians are accountable for the work they do.
  • Automatic closing of tickets when a customer doesn't respond to a request for more information.
Freshdesk is well suited for a school district. Before Freshdesk, our staff had to fill out a form for a facilities or maintenance problem and take it to the building office to be faxed to the Maintenance Department. Now, teachers can quickly report a problem on their classroom PC without taking time away from their students.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We implemented Freshdesk in our organization as primary ticketing support system for our internal user and IT-related query. Freshdesk acting as our centralized hub for management and resolution of a diverse range of issues, spanning from connectivity issues to IT assistance. This platform's robust ticketing system that have crucial role especially in our team as IT Support to organize and prioritizing incoming inquiries, ensure IT query addressed and responded according our SLA.
  • This apps have automation that can automatically assign ticket according keyword that we have set
  • Templates "canned response" in Freshdesk
  • Mobile access so we can monitoring our queue anywhere and anytime
  • Integration with others apps
  • Enhance AI automation
  • Enhance reporting and analytics
  • chatbot for end user
Well suited : Small to medium business or organizations, this will be cost effective and scalable customer support solution. Freshdesk really easy to setup and user friendly interface. Multi channel support, when your organization dealing with with user across various channels such as email, chat, phone and other social media. Knowledge base management, we can build and maintain a comprehensive knowledge base for self service for end user. Service level agreement (SLA) Management, prioritize SLA adherence in end user support can leverage Freshdesk. Less ppropriate : Large enterprises with complex requirement. In my opinion, Freshdesk is not have extensive and customizable as some enterprise solution Non standard communication channel, if business relies on non standard communication channel or has unique requirement for communication, Freshdesk may not offer flexibility in my opinion.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use it to manage support queries from customers and for providing help centers to customers. We used to manage customer support via email, but that got really messy, and it made it difficult to help someone if you weren't the original support rep who helped. Now it's easy to look back through past tickets to find the history of a customer's issue(s). It also makes it much easier to collaborate if more than one support rep needs to be involved. It's also really easy to provide links from our help centers directly from the ticket reply screen.
  • API
  • Support tickets
  • Help centers
  • It would be nice if it could auto detect company names like HubSpot
  • There's a bug where opening a ticket from an external source redirects to the dashboard
Freshdesk is the best I've used.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Freshdesk for customer interactions and proactive reach-out. Business problem: too many confusing steps to download data. However, the support team is readily available to assist. The scope would be to download days more easily and to make the steps easy for users at the agent level.
  • Proactive reach out.
  • Support team availability.
  • Frequent updates on new Enhancement.
  • Steps to download data.
  • Uploading contacts and fields involved should be easy.
  • The support team should be available on calls as well.
Well suited with customer Interactions, WhatsApp business, and a robust ticketing system.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use it as our support system where customers can raise tickets and feature requests. We also use if for a forum, though that’s seeing very little use. Finally we is it to host all the product documentation such as installation prereqs and instructions, general usage info and how to guides.
  • Support tickets
  • Documentation
  • Nothing!
Great for tech companies to handle support queries. Also really handy for hosting product documentation. Our product is quite complex so we’ve also been adding use case examples to show what customers can use the product for to gain more value. We’ve had very positive feedback on this approach.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of issues. It allows you to effectively track a large number of customer interactions and easily manage them. We manage about 49 interactions per week and this product makes it easy to keep track of all tge conversations
  • canned responses for fast replies
  • manage a database of FAQs
  • makes it easy to look up customer past interactions and track conversations
  • In my expereince, attaching images is difficult as you can't easily preview them
it is great for teams of customer support people and for small businesses . You can track issues and categorize them into different groups . This lets you do some later data analysis so you can see which type of issues are mostly coming up, and you can then give these issues more priority for fixing.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It's our ticketing system for both end customers and existing business customers and we use a lot of its features.
  • Easy to use
  • Template features (canned responses)
  • Depending on the plan you might miss out on useful features
  • Automations could have a better UI
  • A lot of good and pending Community Ideas
Good for managing tickets across your team, you can categorize and tag tickets but the analytics could be better. The ticket list views could also be improved and be made more customizable.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We did not have a ticketing software for customer service prior to getting Freshdesk, it has since helped us address duplication of work, and greatly inprove our customer service levels.
  • Ticketing
  • Organization
  • improve our SLA
  • easy one stop solution for all our agents
  • better filtering or assigning
  • better connection to existing customer contacts when creating tickets
  • easier reports
if you do not have a ticketing software, this is an easy to learn, easy to implement solution
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The software itself is great. The only negative I have about the product is that it is expensive to contractors a daily pass because of how it works.
  • Assisting you with learning the product.
  • The ticketing system workflow is nice.
  • The overall system is useful if need a help desk.
  • Pricing. Daily passes for the help desk need to be adjusted. Contractors have to complete work within 24 hours to avoid be charged again.
If you provide customer support in any industry, the help desk is a useful tool. You are also able to bill directly in the system which is great. This feature is an add-on that cost, but it is worth it for the ease.
July 24, 2023

Honest feedback

Score 10 out of 10
Vetted Review
Verified User
Incentivized
My team primarily use Freshdesk for ticketing services and documenting technical discussion with clients. This also contributes to building analytical and progress reports.
  • The UI is very user friendly and simplistic without any unnecessary features floating
  • We are able to categorise and prioritise different segments in our business
  • Freshdesk also helps with building accountability and bringing transparency accross the org.
  • Occasionally there are breakages when a long thread email is reviewed. Could be improved by hiding longer threads.
  • The Auto-Assign feature has been a little inconsistent at times.
If there is a need for a ticketing service, Freshdesk could be one of the best platforms. I've seen some of the alternatives out there and none of them offers the level of sophistication in an easy-to-use manner as Freshdesk offers. Freshdesk also plays as a wonderful database for helping log and document historic conversations and this might be a big step to build an automated support with the resources available.
Molly Clarke | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Freshdesk on a daily basis, as this manages our customer raised tickets, as well as for our development team to review bug fixes within the software and resolve.
  • Ticket handling
  • Customer Feedback
  • Escalated tickets for bug fixes
  • General customer support
  • I think the reporting could be improved to make more user friendly
  • Reduce the amount of email notifications
Freshdesk is well suited for us logging tickets that customers have raised

As well as being able to report on who calls the most, how the ticket is raised etc so we can see a trend
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk is our ticketing system - multiple operational teams utilize it for internal tasks, and external follow up. The program allows us to communicate seamlessly with our clients, and with our contracted photographers. I especially lean on the automations we can set up to add private notes to tickets to help guide our teams easily without consulting SOP. On my team specifically, we use Freshdesk for inbound email support, for recording calls, and for communication between our internal teams, and clients as we are the main point of contact for clients.
  • Automations - sorting tickets
  • Help and Support page
  • Reporting - Analytics
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
Any call center or customer support team can really lean into Freshdesk - it's so much more efficient than manually managing an email inbox. Our other operational teams use it a lot too. We have automations set up, for instance for when a client orders an add-on product. A ticket is emailed to the appropriate team to create and deliver that product seamlessly.

I do think that Freshdesk might be better suited for medium or larger teams. With a very small team, I don't see it adding much value, unless it's a small team handling a lot of volume.
July 21, 2023

Freshdesk Review

Score 5 out of 10
Vetted Review
Verified User
Incentivized
We use it for our help desk tickets.
  • Out of the box start up seems fairly easy.
  • Training to the purchaser could be stepped up
  • Training
  • Training
  • Training
  • Setup and configuration could be explained and documented better
It feels like a new product to Freshdesk. There could be more development in some areas. Less clicks for a use would be nice. Templates might help.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We use FreshDesk to manage and track customer interactions for the support department. As we have a small team, many of our sales specialists have dual roles in support, and fresh desk's system allows us to maintain continuity as different members of the team interact with our customers for their support queries.
  • Team members are able to see entire support threads without needing the need to cc them on every message
  • Workflow plans help us stay on-track to meet our goals for resolving customer support issues
  • Merging tickets is not very "intelligent" - when long tickets are merged, the secondary ticket will be put in in its entirety as a single private note - this leads to a lot of duplication of information and excess scrolling. It can make merged tickets very hard to parse.
  • Reply emails are not always attached to their parent threads and create additional new threads which then may need to be merged (see above). There does not seem to be a consistent way to make sure that this doesn't happen - forwarding emails to our FD email address with the subject #[ticket number] works sometimes, but not others. Emails with "RE: [ticket subject, ticket number]" and "Automatic Reply: [ticket subject, ticket number]" often create new tickets rather than getting assigned to the existing thread, creating more work.
  • Private not responses do not always "count" as new activity, and so a ticket can appear inactive at a glance when we may have a note from a colleague waiting to be read with no indication that it is there at a glance.
This is a step up from using email to manage our support desk; it is much easier for team members to take over from each other as a ticket progresses because the history of the support ticket is clearly visible to all users.

There are still inconveniences in the system which create additional admin work for us. It seems like I get lots of notifications about new functions being added to FreshDesk, but I would like to see more quality of life improvement s to the existing toolset.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk is the primary way for employees and collaborators to raise their questions, provide feedback, and of course ask for support. I't very easy to use and end users like it for this reason. You can create templates that allow for a sort of a guided if not hand-held ticket creation.
  • Intuitive to use for end users!
  • Allows for the creation of structured templates that unfold depending on the ticket type and other selections.
  • There are some hard limits e.g. on the number of checkbox fields you cna add to a template.
  • There is no way to create tickets on behalf of others.
  • There is no way to grant another end user visibility over a specific ticket that you have created.
It does well as a means of communication between end users and support agents.
It's not well suited for creating tickets on someone else's behalf, reassigning the ticket to a different end user, allowing other end users to read and edit the tickets' details.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We've expanded the scope of our use for FreshDesk to other departments which now use FD to organize their work, increasing visibility on request statuses and shortening turnaround times for tickets of all priorities. We've integrated FD into pretty much every department now, and we've noticed an increase in productivity as it's simple to use and good at what it does.
  • Automation
  • Reminder Emails.
  • Message Templates.
  • Canned Answers.
  • UI is simple to use.
  • 3rd-party integration is easy too.
  • Support follow-up on feature requests.
One thing we did with FreshDesk which helped a lot was integrating it with our other services so staff can submit a ticket via a form that collects the information and then our automation takes the information and creates a ticket for them which now includes all the information necessary for the ticket and creates these tickets in a consistent manner. It was very easy to set up and integration and automation are where FD shines for us.
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