Skip to main content
TrustRadius
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…

Read more

Learn from top reviewers

Works for small companies

Rating: 5 out of 10
November 23, 2024
IncentivizedVetted ReviewVerified User
As customer support for a healthcare SaaS product, I used Freshdesk to manage customer tickets, make knowledgebase articles available to customers, and moderate user forums. F...
Continue reading
Kaley White
Analyst - Other
Data Analyst, Regulatory Affairs and Quality Assurance
Limbus AI
Freshdesk2 years of experience
Verified on LinkedIn

Freshdesk is the Best

Rating: 10 out of 10
November 21, 2024
IncentivizedVetted ReviewVerified User
We use Freshdesk for multiple departments, IT, SITE, REPRO, DISPLAY, it makes our lives easier, makes the users who submit tickets life easier. Freshdesk is the easiest helpde...
Continue reading
Neil Hall
Manager - Information Technology
IT Manager
St Edward's School
Freshdesk2 years of experience

Freshdesk : A Masterpiece and value for money.

Rating: 10 out of 10
November 1, 2024
IncentivizedVetted ReviewVerified User
Our organization utilizes Freshdesk as a comprehensive customer support platform to streamline and enhance our customer service operations. It plays a key role in addressing s...
Continue reading
Monish Mehta
Manager - Customer Service
Senior Ops Manager
Pharmarack Technologies
Freshdesk4 years of experience

The Best CRM solution on the Market.

Rating: 10 out of 10
September 19, 2024
IncentivizedVetted ReviewVerified User
We use Freshdesk as our CRM. We also use Freshchat, which is our Chat Support Platform. We have integrated Exotel, which is our Telephony solution, with Freshdesk, and it help...
Continue reading
Athul Sivadas
Manager - Customer Service
Senior Manager - CRM
Bolt.Earth
Freshdesk3 years of experience

Freshdesk - A Must Have Software For Any SAAS Company

Rating: 6 out of 10
September 12, 2024
IncentivizedVetted ReviewVerified User
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 o...
Continue reading
Luke Kadillak
Project Manager - Professional Services
Product Innovation Manager
CAKE (getCAKE.com)
Freshdesk6 years of experience
Log in with LinkedIn to see content from your network

How Freshdesk Differs From Its Competitors

Customer Satisfaction

Engaged customers raved about our knowledgebase articles, but it was nevertheless difficult to get customers to try the portal, largely because the account creation and login process is so cumbersome. However, the article suggestion feature is nice, and canned responses noticeably decreased agent …
Continue reading

Customer Satisfaction

Freshdesk's omnichannel customer support suite and AI-powered automation have positively impacted our business by improving customer satisfaction and retention. With its ability to integrate multiple communication channels—such as email, chat, and phone—into a single platform, our team can provide …
Continue reading

Customer Satisfaction

Freshdesk has helped increase customer satisfaction by a couple different ways. One, which we have just started to implement directly into our UI is the FreshChat option. Customers have quickly gravitated towards using this in app chat option and are very happy with how responsive our team is able …
Continue reading

Customer Satisfaction

Freshdesk’s omnichannel approach allows customers to reach support through their preferred channels—email, chat, phone, or social media. This flexibility has made it easier for customers to get assistance without switching platforms. As a result, customers experience faster, more convenient …
Continue reading

Customer Satisfaction

Freshdesk has helped us quite a lot with guest satisfaction. Our old system was not as good at structuring the teams and different regions of our business. With Freshdesk, everything was simple, and we knew what we were doing. Canned forms and responses helped improve our processes quite a lot.
Continue reading

Customer Satisfaction

The IVR menu and the chatbot flows help the customers find some answers before they connect to the support team. The self-service tools are strengthened by this AI-powered automation and I really like them. The omnichannel system helps agents see the whole case from a center. Merging the tickets …
Continue reading

Customer Satisfaction

Since we started taking advantage of Freshdesk’s automation features, we were able to shift our focus to spending the extra time on complex tickets and adding personal touches on our interactions with our end consumers. This lead to consisten positive feedback from our users that we were efficient …
Continue reading

Customer Satisfaction

Satisfied customers are more likely to remain loyal to a business. By providing excellent customer support. AI-powered automations can help streamline support processes, freeing up agents to focus on more complex issues and providing faster responses to customers.Factors that could influence the …
Continue reading

Customer Satisfaction

No. Infact it was a disappointing experience. On one hand there is a heavy cost associated with using the bot, on other hand, the functionality of the bot couldn't be greatly appreciated as it does a basic job a submitting a ticket, which otherwise customers can do it themselves. The number of use …
Continue reading

Customer Satisfaction

It is unknown whether CSAT will be increased as we have disabled the feature. Still, given the features of automation, rules, and AI, we theorize that we will be able to improve the customer experience notably over the next year and beyond.
Continue reading

Customer Satisfaction

We really like the automation options in freshdesk. They allow us to do things like suggest certain support articles when people search for certain terms on the support site, and when people email us with support queries we can auto-reply with suggested solutions. It helps with the support and …
Continue reading

Customer Satisfaction

Actually, we haven't yet used those advanced features because our clients are inside clients from our organization, so they do not come and go. However, they appreciate the new system that is much better than having simple emails responses as we did before getting Freshdesk in place in our IT team.
Continue reading

Customer Satisfaction

We have been using Freshdesk as our support platform for a few years and it's been great. From the neat UI design to the easy and robust customization of the product; it's been a pleasurable experience all around and has helped increased our customer satisfaction/retention rate.
Continue reading

Customer Satisfaction

Providing solution definitely impact us when they get solution through a channel that is specifically for the tickets and working without issue. Freshdesk I found never got down their servers. So no issue is faced in connectivity. this helps to work fast and save the time.
Continue reading

Customer Satisfaction

I have only use the automation in terms of the initial ticket creation however, I can see how it can benefit. One thing that I notice is the closing of tickets to customers who don't respond. It gets there attention when they get the notification.
Continue reading

Customer Satisfaction

Our Customers are able to get their ticket routed quickly and efficiently thanks to the automatic ticket assignment and balancing between Technicians and Specialists. This helps get our response times down low and get the ticket resolved within 3 hours usually. Customers are extremely thankful …
Continue reading

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

Return to navigation

Pricing

View all pricing

Free

$0

Cloud
Up to 2 agents

Growth

$15

Cloud
per month (billed annually) per agent

Pro

$49

Cloud
per month (billed annually) 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
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 7.8

Self Help Community

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

8.2
Avg 7.6

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.

8.4
Avg 7.6
Return to navigation

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 Competitors

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 Organize and prioritize service tickets and Email support highest, with a score of 8.9.

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

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 238)

Works for small companies

Rating: 5 out of 10
Incentivized
November 23, 2024
KW
Kaley White
Data Analyst, Regulatory Affairs and Quality Assurance
Limbus AI (Computer Software, 11-50 employees)
Vetted Review
Verified User
Freshdesk
2 years of experience
Verified on LinkedIn
Use Cases and Deployment Scope
As customer support for a healthcare SaaS product, I used Freshdesk to manage customer tickets, make knowledgebase articles available to customers, and moderate user forums. Freshdesk made ticket handling so much easier than just using a support email address. I used the Growth and then Pro plans, but even with the higher plans, in my opinion, Freshdesk is only suitable for smaller organizations. For example, attempting to add CRM functionality to our Freshdesk instance wasn't very successful.
Pros
  • The price is great for small startups just large enough to need a support ticketing system.
  • This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
  • Agent collision detection is great for making sure agents don't duplicate each others' work!
Cons
  • Freshdesk is buggy, full stop. I don't know how many support tickets I submitted related to user login.
  • There can be a language barrier with support and sales.
  • There were a couple of hours-long outages that significantly impacted my company's customer experience.
Likelihood to Recommend
Freshdesk does the job for smaller organizations, particularly if they only need a ticketing system. Freshdesk's other features, like user forums and knowledgebase management, are lacking. For example, the knowledgebase article editor is cumbersome, and article organization options are limited. It's also difficult to restrict portal access to certain types of users, so Freshdesk works better for public-facing information. The features, such as custom objects, that Freshdesk includes to supposedly make it a pseudo-CRM do not work well in practice. Finally, there are numerous obvious API endpoints that don't exist.

The Best CRM solution on the Market.

Rating: 10 out of 10
Incentivized
September 19, 2024
AS
Athul Sivadas
Senior Manager - CRM
Bolt.Earth (Automotive, 51-200 employees)
Vetted Review
Verified User
Freshdesk
3 years of experience
View profile
Use Cases and Deployment Scope
We use Freshdesk as our CRM. We also use Freshchat, which is our Chat Support Platform. We have integrated Exotel, which is our Telephony solution, with Freshdesk, and it helps us by creating tickets for all interactions happening on Exotel along with the call details and recording. Freshdesk allows us to track and manage our customer interactions and queries effectively. The vast automation capabilities of Freshdesk will enable us to automate workflows, reducing manual work.
Pros
  • 24 X 7 customer Support with knowledgeable agents.
  • Automations and API for integrating with other softwares for ease of use.
  • We are capturing customer feedback through emails and tickets, helping our team understand user pain points.
Cons
  • Downloading the Interaction report in Freshchat is a problem as it only allows you to download the data within 24 hours.
  • Freshchat should be able to delete WhatsApp conversations or block WhatsApp users who are Spammers.
Likelihood to Recommend
We have been using Freshwork CRM for quite some time now, and the best part of using it is its reliability. Easy to use and understand, the vast options in Freshdesk to use automation and API make it an allrounder in all departments, whether it's a Chat platform or their Ticketing platform. Their Support team is available 24 x 7, and the executives are well equipped to help you resolve any concern that arises while using the software. They even have quarterly/half-yearly catchups with their clients to understand the business goals and align themselves accordingly.

Freshdesk - A Must Have Software For Any SAAS Company

Rating: 6 out of 10
Incentivized
September 12, 2024
LK
Luke Kadillak
Product Innovation Manager
CAKE (getCAKE.com) (Computer Software, 51-200 employees)
Vetted Review
Verified User
Freshdesk
6 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • Ticket Categorization/Tagging
  • Scenario/Response Automation
  • Jira Integration
Cons
  • 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
Likelihood to Recommend
Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.

Freshdesk is the Best

Rating: 10 out of 10
Incentivized
November 21, 2024
NH
Neil Hall
IT Manager
St Edward's School (Education Management, 51-200 employees)
Vetted Review
Verified User
Freshdesk
2 years of experience
Use Cases and Deployment Scope
We use Freshdesk for multiple departments, IT, SITE, REPRO, DISPLAY, it makes our lives easier, makes the users who submit tickets life easier. Freshdesk is the easiest helpdesk to use. Setup was a little tricky due to the nature of the establisment, Support on this was 2nd to none, absolutely fantastic, after a few weeks and many teams chats we finally implemented via azure with single sign on. Managing tickets is easy, the communication to and fro is fantastic. Users love the fact they even get an email to say that the submitted ticket has been looked at and assigned to an agent. The free version is great, you get 10 agents max and for us that's all we need, using the settings to do fields etc is easy to use and configure. I highly rate Freshdesk, I have recommended this to alot of local schools in my area.
Pros
  • SSO
  • Quick and Easy to submit tickets
  • Communication
  • Agents find it easy to use
  • Customisable
  • Great Support
Cons
  • As a free version the reports are a little cumbersome to use, difficult to get accurate figures
Likelihood to Recommend
Email went down but users could still use Freshdesk where is it was email only we wouldn't get support tickets, not really a lot to say as it just does what it is supposed to do

Freshdesk : A Masterpiece and value for money.

Rating: 10 out of 10
Incentivized
November 01, 2024
MM
Monish Mehta
Senior Ops Manager
Pharmarack Technologies (Hospital & Health Care, 501-1000 employees)
Vetted Review
Verified User
Freshdesk
4 years of experience
Use Cases and Deployment Scope
Our organization utilizes Freshdesk as a comprehensive customer support platform to streamline and enhance our customer service operations. It plays a key role in addressing several critical business challenges and ensuring a seamless support experience for our customers and internal teams. We use it more efficiently to address customer queries via ticketing management. Due to automated rules, we can seamlessly assign the tickets, which has helped save our users valuable time. Freshdesk’s reporting and analytics capabilities allow us to track metrics like response time, resolution time, customer satisfaction, agent performance, SLA, and queue monitoring. It has also helped to raise C-Sat scores and improve agent efficiency via FAQ's & Knowledge base Solutions. Scope of Use Case: Customer Support: Our primary use case is customer service, where Freshdesk is the main platform for handling customer queries and support tickets. IT Service Management: We also leverage Freshdesk to manage internal IT requests and issues, ensuring our employees have the support they need.
Pros
  • Agent Performance tracking via C_SAT scores.
  • Analyze the query and accordingly buckets it to the right campaign via Automation rules.
  • IT Asset Management.
  • Faster customer response time via correct assignment of queries.
Cons
  • The old analytics or reports section made it much easier to pull reports, but the new page is complicated to navigate and not user-friendly; it is no longer available. I request that you reactivate the old reports option.
  • Basic Reports, such as Agent Performance Reports, Ticket Type Reports, and SLA Reports, should be easily extracted without much intervention.
  • Assigning the priority of the ticket on the basis of the ticket type should be introduced in a much easier way.
  • Most importantly, for any agent profile changes, the Admin should have the flexibility or rights to make changes to the email ID and mobile number, if any.
Likelihood to Recommend
If a query is based on certain keywords as per the Automation rules, sometimes it may land into a different query, and even if the watcher name is excluded, it still receives the email. Freshdesk needs to have an option so that if any user wants to opt out of a certain campaign and its associated email, he should not receive any email regarding the same.
Return to navigation