Freshdesk
Top Rated
Freshdesk
Starting at $0 Up to 10 agents per user
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What is Freshdesk?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk...
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Popular Features
View all 13 features- Ticket creation and submission (72)9.090%
- Email support (71)9.090%
- Ticket response (72)9.090%
- Organize and prioritize service tickets (70)8.989%
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Pricing
View all pricingFree
$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://freshworks.com/freshdesk/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Product Demos
Welcome to Freshdesk | Best Customer Service Software
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Features
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Product Details
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- FAQs
What is Freshdesk?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar 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.
Freskdesk 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
- WordPress
- Mailchimp
- Freshworks CRM
- Google Apps
- Salesforce
- JIRA
Freshdesk Competitors
Freshdesk Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android |
Supported Countries | Worldwide |
Supported Languages | Arabic, 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.
Reviewers rate Ticket creation and submission and Ticket response and Email support highest, with a score of 9.
The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
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February 02, 2023
Freshdesk - great helpdesk system
We use Freshdesk as helpdesk tool to support our clients on various of topics. It is easy to configure and use, great UI.
- Route tickets
- Combine several channels of communication in one
- Easy to integrate
- Change agent shifts
- Option to use more than 1 webhook in automations
- Improve bots
January 27, 2023
Easy to use, implement and work with
We have been using Freshdesk for over 3 years and it has been great. Very simple to implement and use. Allows users to log tickets by sending an e-mail or through the portal. I would recommend this product to any business who wants to use a ticketing system to organise work.
- simple to implement
- set status of tickets
- runs fast
- automations
- get out of office status from outlook
- set out of office for agents
- change font options
January 25, 2023
Rough at first but ultimately satisfied
Freshdesk is used by our support agents to track software bugs and feature requests across our 4 major product offerings. Our Clients also use the support portal to track their own tickets.
- Ticket tracking
- Email integration
- Execute Scenarios
- customized onboarding
- Interaction at the ticket view level
- simple one step ticket view export for all time
- better app integration (Had trouble with zappier and Teams, attachment manager, Calendly)
- SLA is useless to us because we also track tickets like feature requests that mess with our metrics and now there's no way to clear the bad metrics.
- customized information (ex: Company name) in the ticket previews (Merge, linked)
- Include ticket summary in the phone app - without it the app is useless for some of our agents
- need a phone log check box/option in tickets that constitutes a client response thereby clearing the "First Response Due" demarcation. This issue render those demarcations useless to us because we spend a lot of time on phone calls with our clients - everything is not email driven.
January 15, 2023
A feature-rich application that can improve both your Customers' and Agents' Experience
I have implemented the Freshdesk solution, quite early in its inception, for another company prior to implementing it in the current one. At the time, it was the only ticketing application that offered multilingual support and at a very competitive price, an important criterion because it was a small company and being a Canadian company, it needed to support both official languages, i.e. English and French. Prior to using Freshdesk, customers requests were done by developers, when they could make themselves available, with no ticketing mechanism and no data was kept about them. It is easy to understand the problems related to this very limited support, no follow up, no knowledge base, no information on previous calls, no SLAs, etc. Now, I work for an international company, dealing with multiple languages, multiple business hours, with agents in various geographic locations and supporting 3 product lines. Freshdesk can handle all of this brilliantly. Here is a very skimmed list of the Freshdesk capabilities and features: Single point of contact (SPOC) for Clients (aka requesters) Automatic ticketing from email or from Chat, Social medias and via Client Portals Multilingual Client Portals with Self-Service Easy to use single support environment Searchable knowledge base (aka Solutions) with articles versioning Basic Incident and Problem Management Tracking solution for all incoming incidents Scenarios automation Powerful yet easy to configure Automations on events "Ticket Creation", "Time Triggers" and "Ticket updates" Issues ownership Various ticket assignment methods (Round robin, Skills based,...) Problem resolution and escalation procedures Multiple agents groups Multiple Business Hours Multiple Service Level Agreements (SLAs) Multiple Products Multiple Agents and Clients Portals based on Product Reporting and very sophisticated Analytics Multiple applications' compatibility (DevOps, Dynamics, Teams and many others) If that was not enough, we regularly receive Newsletters or invitations to free seminars keeping us informed on coming up new features, new releases content, tips on how to improve Customer Experience (CX), what is trending in the support domain. And to top it all, Freshdesk support seems to ignore the expression "The shoemaker is the worst shod" because their support is top-class. Very responsive, professional and obviously, they train their agents very well. I believe Freshdesk offers the best value for the money, and I am very confident in recommending this application.
- User-friendly UI (User Interface)
- Feature rich application
- Good on-line documentation, training (Freshworks Academy), Community Forums, regular Newsletters...
- Very good support
- I wish that their development was more present in the community forums. There are questions and feature requests that are left unanswered. I know that all requested features cannot be fulfilled, but I would rather have a "sorry can't do" answer (ideally with a short explanation as to why not) than not knowing if it will ever be developed.
January 14, 2023
Freshdesk user experience
We migrated from Outlook 365 to Freshdesk as the volume of emails and subfolders was getting very difficult to manage, we deal with an average of 1400 cases/request weekly, the storage and filing of this ship specific request via freshdesk was very easy and simple.
- able to customise the platform to your own needs
- customer support is excellent
- you can build your own app or use existing once's in the store app.
- mobile supports
- reduction of duplicates email ( storage overall)
- speed of response as you can create a list of scenarios
- creation of a knowledge base for your own stuff or public.
- automation, certain emails are automatically replied and closed based on a particulars unique key words.
January 14, 2023
Don't take my Freshdesk away!
We use Freshdesk mainly to deal with Customer Support - but with some suppliers it also makes sense as many users can access the information regarding Purchase Orders etc. Having several sales platforms globally and being one of the largest companies in our sector, we have three staff who use Freshdesk every day to maintain communications and relationships with both customers and suppliers alike. Before we had Freshdesk it was chaos trying to manage such information using email or Slack - we wanted a service that could consolidate these important communications and give us instant access to them in a organized and time sensitive manner.
- Provide communications history with each customer.
- Keep track of how long people have been waiting for assistance and any 'overdue' tickets.
- Allow us to move customers to dedicated staff more able to deal with their enquiry.
- Audio messaging would be handy, especially between staff.
- A real-time message box between active staff would be helpful
January 14, 2023
Freshdesk works for large teams. Small teams need not apply.
Used as a ticketing system and knowledge base. It allows us to handle issue tracking and create articles used for external support and in our apps.
- Easy to create tickets quickly.
- Easy to create articles quickly.
- Has API integration with pretty much anything.
- Lots of analytic options.
- The article editor HTML coding is bad. It adds SPAN tags and other odd formatting randomly.
- It creates too many separate tickets for one ongoing issue.
- The support concerning custom coding is limited and the answers given by techs are frustrating.
- Their own knowledge base is a train wreck when it comes to finding current info.
- Article category/folders are limited.
January 14, 2023
We like it. Easy to use, simple yet full of useful functionality. Would recommend 10/10.
We do all our customer support through Freshdesk. Tickets come in through email, Facebook, and twitter.
- organize all support requests
- autmation in handling certain tickets
- canned repsonses and default texts
- They could improve the algorithm that picks out the name of the person asking the question from his/her email address and/or email footer. We all know that 'info' is no ones name and starting a reply with 'Hi Info' is a bit dumb. Freshdesk still does this but I am sure they will improve upon this.
- You can't configure what the the notifications counter in the mobile app means. It would be nice if you could set that to the number op open requests instead of number of things that 'happened' in the stream after you reset it to zero the last time.
- But I am nitpicking here. Overall they do a great job.
January 14, 2023
Freshdesk Ticketing Portal and Software.
I have been using the services of this company for many years and am very happy with their level of service. They always deliver what they promise on time and within budget, which is more than I can say for other companies I have used in the past. Freshdesk is the main ticketing portal, and we created API and Automation to use with other products; this is a good platform for our company.
- Ticket Portal
- API Automation
- Survey
- Easy to create agents profile, group and assign of tickets
- Great help for my bussiness
- resolve customer and client issues
- Good portal to manage and give solution to issues easily
January 14, 2023
Deliver on its promise while being very good value.
We use it to find specialist resources required to complete projects for our clients or for an internal development project. Software development and market research primarily. We have also, on occasion, used it for finding marketing people or customer support staff.
- Many types of talent.
- Easy to find the right people.
- Global reach.
- Reviews cannot always be trusted.
- Time management reporting is really not easy to use.
- Only works with USD.
January 14, 2023
Freshdesk - Intuitive and Helpful.
Freshdesk gives us a very good solution for handling tickets for our IT Department, our EMR Application, and our HR application too.
- Accountability for the IT Department.
- Users can easily see updates to their tickets.
- IT Staff can easily search for other tickets with similar issues.
- More customization options.
- Better syncing with our AD.
January 13, 2023
Freshdesk's free platform is great to use and easy to setup.
I used Freshdesk for the knowledge base, chat, and tickets in the learning management system. Our users can access it directly at the knowledge base or within the learning management system inside a widget. It gives our customers another method of support outside of office hours. I support my customers via Zoom, email, phone, knowledge base, ticket, and chat.
- Knowledge base.
- Ticket
- Chat
- Default SMTP is not the best.
- When using Google SSO, it was a bit hard to sign on.
January 11, 2023
FRESHDESK WORKS..... GREAT and Outstanding Customer Support!
I am the Performance and Reporting Manager and I track and report many metrics to track our performance and quality of customer support delivery. We use FreshDesk as our CRM Ticketing system for Calls, Tickets, and Chats. This product works very well for us. It's very stable and the user interface is easy to teach and understand. I mainly use the Analytics (Reporting) portion of the system. It works very well and sharing reports is easy and can be automated. Even better than the product is the Customer Support. It is world-class and no matter what size your company is, FreshWorks will make you feel important and a high priority. I would recommend them to any company.
- Sharing Reports
- Setting agents up and assigning groups
- Customer Support
- I think they could do a better job of communicating changes and updates to the platform.
January 11, 2023
Freshdesk Review
Customer support for clients. Support tickets and knowledge base articles.
- Companies, and contacts within, great structure.
- Good automation possibilities for notifications and escalations.
- Nice touch with the knowledge base articles.
- Creating custom fields is a bit hard to understand. That should be more clear and have the ability to edit existing fields, as one may need per organization.
- It would be great to have a notification sent to the admin if a new user is joining the portal. This way, I have to manually check to see if there are new users. I would very much appreciate that feature!
January 11, 2023
Freshdesk - Fantastic Features
We use Freshdesk as both a customer support desk and a sales CRM for a team of 20. We used to use Zendesk and Zoho Desk from 2015 to 2017 and moved to Freshdesk in 2017. The product is great. We are an ecommerce store in India that sells high-end headphones to a passionate growing audiophile community. Freshdesk has strong automation features and a simple and comfortable UI for our use case.
- Automation workflows
- Help center with portal articles and new ticket submission form
- Views and groups to manage productivity better
- Webhook and Zapier integration
- Automations on new ticket creation does not support webhooks
- Instagram DMs integration not available
- Shopify integration does not sync customer metafield data
January 10, 2023
A fresh look at Freshdesk
We use Freshdesk to manage support tickets from our customers. We also use Freshdesk to provide answers to frequently asked questions and to access longer how-to articles on various topics about using BoardSpace. Freshdesk is embedded in our application, enabling users to request support as they encounter any issues with our software. Automatic responses from Freshdesk reassure our customers that their request has been received. Ticket request notifications are integrated with Slack to ensure that my team receives them even when away from their desks or on weekends.
- Super easy to organize solutions to customer queries
- Organizes incoming support questions
- Auto-responses to incoming queries
- Automates answers to certain questions
- Organizes assignment of tickets to agents
- Freshdesk provides updates on new features to users but fails to make it clear as to what tier gives users access. I know that upselling is a technique but it makes it frustrating to learn about something new but not be able to use it.
- My customers get confused between my application and Freshdesk. I would like to be able to add some custom text at the top of my support page to explain to users the difference.
- No Training
November 22, 2022
Freshdesk - A Must Have Software For Any SAAS Company
We are a tracking and reporting software that helps online marketers understand traffic trends and the associated costs. We use freshdesk as our support ticketing system for our customers. Support issues include items such as software bugs, general questions, requests to enable new features, and more. We also use Freshdesk to host our knowledge base of help articles.
- Ticket Categorization/Tagging
- Scenario/Response Automation
- Jira Integration
- Key word search-ability to find specific topics in tickets is hit or miss
- Creating new contacts is a bit tedious
- linking tickets together is not very intuitive
November 09, 2022
Good platform for ticket data handling
This platform is good for managing the client database regarding their queries and solution.<br>I can give a good reply with Freshdesk in-built formatting options. This also has the option to annotate the uploaded images. Also It saves the typed message in case we reload the page somehow. Overall I found a good platform for customer service.
- Smart reply
- Text formatting
- Updating contacts details
- image annotation change size of image
- ticket handling more options
- text formatting :highlight underline etc
November 09, 2022
How Freshdesk perform when it comes for Health Care CS support.
We use Freshdesk for Customer Support. Our complete customer support is based on Freshdesk. Our Apollo 247 app and website " Help Section" is integrated with Freshdesk. The complete process for handling a query happens over Freshdesk with the support of internal tools which are integrated into Freshdesk.
- Integration with Social Media tools like FB and Twitter helps in resolving them quickly.
- Assigning tickets to multiple teams and tracking the complete journey of the ticket to know where the issue is blocked.
- Setting up quick automations over the UI, no need for technical stuffs.
- Adding customized widgets that can be accessed by agents for solving the tickets quickly.
- Over the API exposure, there is no API to pull bulk data which seems a bit odd.
- POST API response time, it takes around 4-5 secs to create a ticket, which is ridiculous. And there is also a lag in API responses.
- Improving the collaborator roles, just updating the status and automation not working for them doesn't make sense.
- Customization for custom widgets, currently, one has to restrict it to the left panel, with no provision to increase the width.
November 08, 2022
Best and Change management tool as far as I can see the market
I have used the Freshdesk in my organisation as a support incident management system where we were handling incidents comes from various clients based upon different implemented products. The client used to raise incidents based upon different errors which day get or encounter in the implemented products which is like ERP softwares and based upon the issue our job was to solve and all those activities which were involve raising the tickets and acting upon on the tickets was on the Freshdesk itself.
- Email notification
- Incident management
- Dashboard and reports
- External app can be integrated
- SLA management
- Automation and customization
- Workflow setups
- Event and notifications
- Collaboration
- Email massaging like interface
- To be honest I never noticed any
- It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
September 23, 2022
Freshdesk after 1 year using.
Freshdesk is used to answer customers and fix issues like sending us a text message about the issues they are having, but our problem is the recent update of Freshdesk, and its new setup is an example: canned response doesn't send, and I must make a refresh for the page to send it happens form many times in few mins.
- Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
- Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
- There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
- Sometimes messages are not sent in the last update, and the solution is to reload the page to be sent.
- Not knowing who is available to work and who is not available at the time.
- The message was delayed, but I don't know if it is because of an internet problem we have or from Freshdesk.
September 22, 2022
Great ticketing Tool! Freshdesk.
Freshdesk is a ticketing tool that helps connect and heal and manage customer queries and complaints effectively. This helped the organization to improve customer experience by doing data analysis and quickly improving processes and policies. It has a great analytical platform where you can have various reports available to analyze data quickly and present it in a meaningful way.
- Analysis basis Type, Sub-type and Sub-Sub-Type level.
- Ease of tailor made reports download quickly.
- Analytical and dashboard platform.
- Track SLA and help control customer experience.
- Feeshdesk should provide SLA set-up at Type, Sub-Type and Sub-Sub-Type level.
- It must provide reports for merged tickets separately.
September 15, 2022
Your One-Stop Shop Outsourcing Need.
As an outsourcing company, Freshdesk is vital in our performance management. This serves as the data in or time-tracking system we use to serve our clients. We also use it in catering services for outsourced members. We implement this system in our client's businesses so that they get reports helpful in assessing their offshore team.
- Time-tracking.
- Omnichannel.
- App integration.
- Channel partnership.
- No dedicated technical support.
- Omnichannel products incomplete data in Analytics module.
- Dedicated technical support for app integration.
September 15, 2022
Revolutionizing the Customer Support
We utilize the user-friendly functionalities of Freshdesk for managing our Operations and Customer Support. The CRM offers multiple features that enable our agents to keep track of queries, add notes & tags, share across teams and resolve them in a timely manner. It also offers embedded forms, and responses to be sent to the requester along with the CSAT surveys, essentially helping us understand the general problems that our customers face while conversing/purchasing or engaging with us. Facilities such as scenario automation, merging of tickets, and custom statuses help us quickly take relevant actions in real-time to get the cases resolved within defined TAT.
- Ticket Automations & Updates
- CSAT
- Link with Social Channels
- Outbound Emails
- Reports and Analytics
- Performance Tracking
- Portal Customization
- Ticket Conversion of queries that land into SPAM folder of Mailbox
- Dashboard Customization
- Restricting Agents to edit credentials and signatures
September 06, 2022
Freshdesk is fresh and tasty.
I am a newer user to Freshdesk, but this allows the active tracking and follow up of our clients needs and noting for fellow team members. This is far superior to the previous system I used at my last job.
- Ability to create templates
- Tagging and alerting other team members
- Categorization and customization of issues for trending and tracking
- The inability to remove unused picklists