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My experience with Freshdesk

Freshdesk is one of the best support tools that I have used. It helps me and my organization to communicate with our clients regarding the …
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Scalable Ticketing

Freshdesk allows us to track issues and roadblocks for our many customers and with a decentralized workforce very efficiently. Every …
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Per Agent/Per Month (billed annually)



Per Agent/Per Month (billed annually)



Per Agent/Per Month (billed annually)

Entry-level set up fee?

  • No setup fee
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  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $15 per month

Features Scorecard

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Product Details

What is Freshdesk?

Freshdesk is a SaaS based customer support software for businesses of all sizes. The vendor's value proposition is that Freshdesk is priced affordably, and is free forever for any number of agents. There are four other plans available that come with a whole lot of features.

The vendor says Freshdesk is easy to use and takes little time to get started with. Further, it is configurable and customizable. For example, Freshdesk includes a gallery of themes to choose from, and the ability to automate workflows and manage escalations.

Also, Freshdesk uses integrated game mechanics to approach support tickets as chances for agents to score points. Support managers can even set up quests for agents to complete specific tasks like filling up the knowledge base, etc. Freshdesk aims to provide its own customers with great support free of cost via email, twitter, or phone.

Freshdesk Features

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A

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

Additional Features

  • Supported: Customizable ticketing, with automations galore
  • Supported: Multi-channel support capabilities: phone, email, chat, Twitter, Facebook, in-app, forums, widgets.
  • Supported: Gamified system with points, leaderboards and quests
  • Supported: Integrations with over 100 business applications

Freshdesk Screenshots

InterfaceSelf ServiceChatReportsHomepage

Freshdesk Video

Freshdesk Overview Video

Freshdesk Integrations

Freshdesk Competitors

Freshdesk Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide


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Frequently Asked Questions

How much does Freshdesk cost?

Freshdesk starts at $15.

What is Freshdesk's best feature?

Reviewers rate Email support highest, with a score of 9.8.

Who uses Freshdesk?

The most common users of Freshdesk are from Small Businesses and the Information Technology & Services industry.


(1-25 of 240)
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Score 7 out of 10
Vetted Review
Verified User
Review Source
Freshdesk is one of the best support tools that I have used. It helps me and my organization to communicate with our clients regarding the issues they are facing by converting the emails into tickets. Based on the different tags, created date range, priority, etc., we can easily filter the tickets as required. It also contains knowledge base navigation where one can share the files as a solution. The interface is so simple and easy to use. It also allows us to create our canned responses. Not only that, I can easily view all of the contacts and their contact detail. It also has [the] feature of integration with Facebook and other social media apps.
  • Email to ticket conversion
  • Support social media integration
  • Allow canned response
  • Ticket routing, scenario automations
  • Knowledge base
  • Report customization is time-consuming.
  • Limited reporting features
  • Could improve in the automation since today's world demands it
We can easily track and manage tickets, as well as see what happened to earlier tickets. Freshdesk is also less expensive than most software with comparable functionality, and their customer service is really prompt and helpful. You can make various adjustments on your own, such as establishing rules for tickets and a very intuitive interface and functionality for managing workflows.
I would like to rate 9 out of 10 for its overall support because Freshdesk allows us to keep track of the raised tickets, assign multiple recipients. Also, we can merge the related tickets as one. Assigning public/private notes also helps to comment [on] related information. As a support desk, it has fully satisfied us with its features and customizable capability.
Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
This customer support engine configuration tool has a design adaptable to technical support services, with management and reporting tools that are very easy to configure. What we like most about Freshdesk is that there are many options to choose from within the channels that the platform allows us to add to our management, and in our case, our favorite of these channels is the customer chat system.
  • Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
  • Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
  • It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.
  • Because we can't use any kind of video call execution oriented tools, we are limited to using traditional online communication methods to interact with buyers. This can be a major problem if the customer is not explanatory enough to be able to address their need without a call for visual assistance.
  • Freshdesk is maintained with a role-based work system that offers different levels of accessibility to certain employees, but this does not show enough stability, because those employees constantly have difficulties accessing information or authenticating themselves on the platform.
  • Regarding the configuration of methods for self-service, it is difficult to configure our Freshdesk website to send the activity data of customers, and to know more fully what has been the development of their management, and therefore, the basis of their problems
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.
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshdesk features powerful suite of tools that sustainably grow the customer base and continuously drive growth of the entire business. The sales agents work on tickets that are appropriate to their expertise by using the Freshdesk ticketing module to drive customer happiness. It has a ticketing helpdesk that includes several channels of engaging customers such as chat, email, forums, phone and social media.
  • 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.
  • The whole process of formatting emails is tedious
  • Creating new customized reports requires users to have extensive knowledge and relevant training
  • I feel like the available font options in the email template does not provide enough choices.
All communication channels that are support-related are consolidated to ensure that customer issues are converted into resolvable tickets and for faster query resolution. It enhances creation of service tasks to keep track of tasks, appointments and team workloads. Freshdesk is effective in automating customer and agent notifications for any updates that have occurred in their tickets.
Freshdesk customer support is available on phone, email, live support and tickets. They are knowledgeable and ready to help their users solve any issues. They have a Video Library on their website with videos that are categorized under different playlists to help users on a daily basis. All information a user needs to get started with Freshdesk is available online.
John Reitz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We used Freshdesk for over 10 years and it became the hinge at the center of our process for supporting clients and tracking our [team's] response. Freshdesk makes managing incoming requests simple. Routing, merging, tracking, and reporting on tickets [are] set up to make your job easy and not make you a slave to data. Our creative team with hundreds of clients used the system all day every day.
  • Automation of client communication formatted just how you want it
  • Merging and routing of tickets
  • Easy to use interface for clients and agents alike
  • 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
We used Freshdesk for clients with [websites], app, or other creative requests and issues. It worked perfectly for us in this setting. It may not have enough features for an IT service desk, but the company offers a different product specifically for that. I think this could fit any eCommerce or creative team managing requests.
Most of the time they returned our requests quickly and often they got very detailed and into the problem with us which was refreshing. So many companies would hide behind their tickets but Freshdesk was a bit of fresh air as they routinely explained in detail their limitations and issues which helped us understand things better and plan for how to use the product best.
Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk only within the advertising department. We use it as a ticketing system and for operational purposes. We use Cognito Forms in conjunction with Freshdesk. Freshdesk serves as our service hub for account managers, sales representatives, advertising operation managers, and the fulfillment team. We get sales orders and they go through Freshdesk to be fulfilled. We use tags and other features within the platform.
  • Allows for integrations
  • Works for form input
  • Project management
  • Organizing
  • Better Integations
  • Cleaner interface
  • Ease of Use
  • More capabilities
I would recommend Freshdesk as a fairly cheap option for a smaller team. We've actually been looking at other options for a project management system. Freshdesk seems to be a little behind on some of the things that other software can do. Freshdesk is easy to learn though and still keeps everything in one place. I prefer other software myself.
I am not currently involved with support for Freshdesk but have heard it takes a while for people to get back to you with helpful answers. I know that our managerial team has been slowly looking at other better options for project management software. As I stated in previous questions, we use other platforms that work better.
Rachel Fishenden | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Customer service solution that is used to manage omnichannel customer engagement, ensure quick query resolution and monitor customer communication conviniently.
  • Improves agent performance by offering different help desk metrics
  • Keeps customer information and other confidential data secure
  • Ticketing and auto-assigning emails and calls to agents
  • Customizing reports is tedious
  • It takes time to format emails
It is appropriate in collaborative ticketing and converting customers issues into resolvable tickets so that we are able to deliver quality customer service using different channels
I have not interacted with their agents so I wouldn't comment on this at the moment.
Nipun Mohanty | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We are a product company in business for the last 10 years.

Freshdesk is being used by the entire organization to log tickets from internal users as well as our customers. The tool is primarily being used by the support team to track and manage problem tickets and capture enhancement requests from customers.

Freshdesk provides a holistic solution to address the majority of our needs and it is a single location where internal and external users go to manage their issues, problems and enhancement requests.
  • Freshdesk is a plug and play solution which does not take a long time to get started
  • Most features related to a problem management tool are available in the basic version as well
  • Chat functionality is one of the most impressive features available with Freshdesk. Also, it provides a mechanism to send automated emails to users logging a ticket.
  • The knowledge management feature is pretty sleek and easy to implement. This provides a lot of value to our customers.
  • In a ticket if there is a lot of communication then the tool hangs and slows down and using it becomes difficult
  • Customizing the tool is not very simple. It needs involvement from Freshdesk team.
  • Access control layers are at a high level, multiple roles for access control will be better.
Freshdesk is well suited if you have a customer facing support function. It is the tool that you have been looking for to manage all your incident management requirements. The analytics feature is impressive and helps us in improving our areas where we lack in supporting our customers, assisting in making data enabled decisions.

Freshdesk will be an over ill if you are looking for an internal incident management tool, most features would not be used and hence not very effective.
A.K.M Mahmudul Islam | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Freshdesk helped us with customer queries and ticket resolution. Our Customer-Facing department used it for customer queries and complaints. it is can be integrated with email and sheets. it has an auto reference system and very easy to use. It has a follow-up system and also it helps us to track complaints and issues.
  • Ease of use
  • Integrate with other software
  • ticketing system
  • Scope for customization
  • References system
  • Interface
Customer issue resolution and customer complaint management. Freshdesk helps to create auto ticket numbers and follow-up schedules. It can be integrated with email and can be followed up with customer issues. It is less suitable for the internal issue and for internal issue resolution and it does not have an SLA maintaince system.
They provide 24/7 support with very fast and appropriate responses.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk to support all departments with issues that arrise. Users report issues and support staff are able to review the issues and triage based off of need and importance what to focus on. The system is used to request approvals for equipment and/or repairs. The system also holds all of our FAQs for users to easily access information without having to interrupt someone else.
  • Solution Center provides ease of access to simple support questions.
  • Delegation of tasks is easily managed.
  • Ability to receive feedback based off the service provided allows to find areas of improvement.
  • Project management is easy with ability to communicate with multiple persons.
  • Better response options for feedback would be helpful.
Freshdesk is much more user friendly than other platforms I have worked with for the end user and the support staff. The Solution Center really amps up the end users ability to answer their own questions and empowers staff to look for the answer rather than "wing it". The ability to create custom reports to evaluate the data is great.
Never needed to ask for support, the platform is really easy to use.
Mick Lynam | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
All-in-one customer service platform used to empower customer service teams so that they can deliver unified customer service experience and elevate customer service across all support channels. There is intuitive collaboration across the organization to solve customer issues faster and automates agent workflows.
  • Routine questions are reeolved with bots and AI
  • The agent's workflows are automated to save time when attending to customers
  • Customer engagement is personalized
  • Customer support is made easy
  • Ticket management is not optimized for the mobile app
  • Steep learning curve for new users
It makes it possible to meet your customers wherever they are, engage and offer assistance with modern messaging.
The Freshdesk team is ready to answer all questions related to features, trial, pricing or anything else. Just get in touch with them
Jason Kerley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is excellent that the base price proposed by the Freshdesk platform is only $19 per month. This is more than enough to give us complete control of all the finances of our organization entirely from its web extension, without the need for installations, which at the same time facilitates the transfer of information from our accounting books to the cloud.
  • When it comes to executing branding strategies, Freshdesk has everything we need to grow our brand, allowing us to focus on different business points.
  • Direct and personalized assistance with clients enhances the ability to advertise by implementing far-reaching campaigns.
  • It can be used both in the area of sales and sales accounting.
  • It is very counterproductive that Freshdesk has functions to track our assets, but at the same time the platform cannot be configured to make periodic checks of this.
  • As for the management of QR codes, Freshdesk does not have any reading tool, which would undoubtedly benefit the access to our data on the web.
  • The authentication of people within Freshdesk is difficult to configure.
We recommend it to work with inventories that require IT functionalities, either to manage the life cycle of our assets in whole or in part. It also has functions to handle reports of different types, which can be configured quickly in case of emergencies or any kind of incident during the accounting work.
The customer service is fast and reliable, every time we have problems they solve it in no more than two hours, they are highly recommended.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is a nice helpdesk tool. The main problem that I solved was addressing the tickets to the right agent using automations. The reports also help me to have a visibility of what is going on with my team. The other feature that I like is Field Service Management.
  • Field Service Management
  • Field Service Management
The mailbox to assign all the incoming tickets automatically and randomly and it's less appropriate for CRM particularities.
Because sometimes we took too long to have feedback regarding a bug. And most cases, we took almost a year to know that the product or API has some limitations and it's not possible to do what we want.
March 09, 2021

Scalable Ticketing

Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshdesk allows us to track issues and roadblocks for our many customers and with a decentralized workforce very efficiently. Every incoming contact gets put into a ticket where we can keep track of progress towards resolution as well as communicate back to the customer any troubleshooting steps we have or notification of a resolution.
  • Freshdesk works very well with other Freshworks services
  • Ticketing is easy and efficient, requiring fewer clicks than some competitors
  • The interface makes good use of space
  • Ticket assignment can be a little clunky if you have a complicated group structure
  • App has a little bit of a hard time with some email formatting
  • Annoying notification badges for updates
Freshdesk works very well for many types of organizations and environments, as long as you need some sort of ticketing or communication tracking system. With the many different plans available, one should fit most use cases. If you don't need ticketing, or need to manage a different sort of communication (e.g. specifically for sales) then there are more applicable options out there.
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We utilize FreshDesk for our customer support division as our primary communication tool for our customers. Prior to this, we utilized Salesforce, and prior to that we utilized ManageEngine SupportCenterPlus. Freshdesk offers a modern UI and features that were either lacking, or too expensive to implement with Salesforce. Along with being user friendly for our support personnel, it has been easier to get customer's onboarded to the system to view their ticket statuses and provide updates right from the system. Freshdesk allows us to channel many emails from across our national customer base all within a system that can delegate them to the right support rep and specialists without missing a beat.
  • Offers many channels of communication - email, chat, and phone.
  • Modern interface that includes a smartphone application.
  • Intuitive to use, allowing new reps to be quickly onboarded with our system.
  • Comparable pricing to other solutions in the same market.
  • Their phone integration is lacking, and to utilize their own phone system can be very expensive to implement and maintain.
  • Handful of "quality of life" fixes never seem to materialize - ability to unmerge tickets that have been merged, or to create parent/child relationships with tickets that have been merged previously.
  • Reporting module is adequate, but lacks a heavy-duty reporting engine - there is an API, but would require a programmer to implement what you need out of the system.
Freshdesk is a good solution for people wanting a modern interface with a comparable feature/cost ratio to other solution providers. Smaller teams of 5-10 would benefit more from it, whereas larger teams may struggle with some of the restrictions of the reporting and collaboration features. Add-ons for additional functionality can add up in a hurry, but it has plugins to integrate with other well-known services that you may already be paying for now. Were the phone channel they offer be stronger and less costly, we would probably give them a higher rating.
Freshdesk support, while not nationally based, has been quick to answer any queries or to assist in the setup/explanation should something not be working the way it should. Usual responses to email inquiries are in 24 hours, while their chat is normally available during business hours (more complex inquiries may require a delay and email response from engineers versus the chat rep)
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk as our ticket management tool for inbound support requests from our B2B and B2C customers. Our organization only handles electronic interactions via email, no chat or phone support, so we haven't explored Freshdesk for these support channels. For our needs, Freshdesk strikes a great balance of features, reliability and cost. The user interface is simple, intuitive and easy to learn, making onboarding simple; it is the easiest tool we use in our stack, which is great. It's also the one we use the most given that it is a running record of customer communications.
  • Simple and intuitive user interface - The layout is clean and easy to navigate which means we save time and lowers our overall cost to provide support.
  • Reliable - We haven't experienced any downtime with the tool in nearly 2 years of daily use.
  • Feature rich - Freshdesk is rich in features and integrations, there are so many partners and vendors to integrate with in their catalog, many I didn't know existed until we saw them within Freshdesk.
  • Reporting - The reporting sometime lacks some basic fucntions or output which means we have to invest time into hacking other reports manually.
Freshdesk provides for a solid experience, and if it weren't for some very small shortfalls in reporting, it would deserve a rating of 10/10. Our team enjoys working with Freshdesk, they use it more than any other tool in our stack, and the intuitive layout makes it easy to navigate, which saves us time and allows us to move onto the next interaction quickly. We also use several integrations available in the catalog with new and existing tools in our stack which allows for more fluid communication with other business units who have an interest in support tickets such as the Customer Success and Product teams.
Support has been very responsive and always provide quick responses. We were impressed with the support we receive during the pre-sale process, implementation and post-sale. The team has a robust knowledge base which we always try and consult first but even when we do and miss something, the support team is so easy to deal with, and you can almost forgive any issues you run across given the superb support.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We needed a help desk solution for a small team at a website hosting and support startup. We needed a solution to help ensure that support requests didn't slip through the cracks and go un answered, and Freshdesk helped us gather and process support requests from our customers and respond to them in a timely manner.
  • Receive support requests from multiple channels
  • Organize and assign requests to team members
  • Follow up on requests and ensure they are completed
  • Freshdesk met all of our needs.
I expected it to be overkill for a small team, but it was perfect, and I suspect that it would scale to larger teams as well. Freshdesk is ideal for teams on the go, too. I used their mobile app to respond to support requests while I was traveling, and could respond quickly when requests came in via push notifications.
We didn't need support and didn't engage with their team.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Freshdesk was previously used within our company as our CRM, external email software, and to create tickets between teams. Although primarily used by our client-facing functions, most teams within the business have some day to day use of Freshdesk. We have since moved on to to use Salesforce for these functions.
  • Very user friendly.
  • Easy logical flow.
  • We experienced very little technical issues.
  • There is a lot of missing functionality compared to Salesforce.
  • There are very limited reporting functions.
  • Mobile access on the go could be improved.
If you are a small company looking to start out with a basic CRM then I think Freshdesk is a really great user-friendly option. However, if you require more functions such as productivity reporting of agents and the ability to integrate other software within your CRM then I believe there are better options out there.
Over the period we used Freshdesk we did not experience any major issues with it, so there was no need for us to reach out for support!
Brittany Schwarz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Every department uses Freshdesk - we have different groups and within them are the different representatives within those departments. We use this to allow customers to create tickets, and we are able to move and assign them between departments easily. We can communicate to clients and internally within each ticket. You can attach files and track work flow transitions.
  • Assign to different individuals internally.
  • Add multiple recipients to receive tickets.
  • Track work flow.
  • Communicate client facing and internally.
  • Search on a broad spectrum.
  • Allow upload images other than attachments.
  • View content within the email.
Perfect scenario is communicating with more than one client within a ticket - multiple clients can receive the same response and can relay their feedback directly. You can view closed and resolved tickets for future reference. You have dates shown to have tasks completed by to ensure nothing is overlooked.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk for our email ticketing system. It allows incoming emails to be diverted to correct teams where individuals on that team can take and respond to the emails. It also integrates with our online chat system (SnapEngage) to record our completed chats as tickets for easy accessibility and quality assurance purposes.
  • Freshdesk is pretty cost-effective compared to other programs.
  • It allows us to create and access canned responses for rapid answering.
  • It's easy to assign emails to team members or for them to assign to management.
  • In the general inboxes, we can assign emails to team members and ourselves, but then those emails remain in the general inbox instead of coming out, which can cause confusion/duplicate work.
  • The analytics seem to count only answered tickets, whereas if we work a ticket that doesn't require an answer (such as a spam or auto-reply), agents don't get credit for those.
It's a great system for organizing all incoming emails into tickets that can automatically go to the right team so the right persons can respond. It's easy to transfer, easy to add/use canned responses, and easy to integrate with our existing online chat system. Analytics could be a little easier (I can pull up my individual team members one at a time to view their totals, but not one report that includes individual numbers for each; if I opt for a single team report, I only get overall team numbers with no member breakdown).
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is only being used at the department level, not by the whole organization. It is being used mainly as a helpdesk system, for tracking requests from users. We have not really taken advantage of yet of some of the other features of the system, such as the knowledge base or forums. It addresses the business problem of having a good tracking system for keeping track of all user requests and being able to easily assign the requests to technicians, or other teams within the organization. It is a central place for not only keeping track of requests, but also adding notes for each request, and having a record of those.
  • One thing it does well is it is pretty easy to use, without being too complicated. Most IT staff will be able to navigate around the program, without really having to consult the documentation on how to use.
  • The general layout of the program is very good, with easy to use Filters, and a choice for the IT user to display a certain layout for all the requests on the page. They can choose between the table view and card view, with each having its advantages.
  • Being that it's a web-based program, there has not really been too many instances (actually very few) in which the program has crashed or locked up. It generally works very well on a daily basis.
  • One improvement can be is the integration between Freshdesk and Outlook. One feature that would be nice to have is drag 'n' drop functionality between dragging attachments from Outlook directly into a Note in Freshdesk. Currently, there is not this capability.
  • Another improvement can be in being able to modify default roles, without having to create a whole new role, then assigning permissions. Especially, if you are looking at changing one or two things in a default role, this can save time with being able to do it within the default role
  • It would be nice if there was the ability to delete the reply to the email address (if needed) when replying to someone within a note. Occasionally, you may intend to send the reply to someone else (and not the individual that shows in the To: field), but currently, there is not a way to delete this.
It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it.

It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshdesk is being used by our organization mainly for the knowledge base. It addresses many problems for both the customer and internally for FAQS, how-to's, customer service and technical info.
  • Easy to use and friendly user interface.
  • They offer a free forever plan that they promise to keep forever. It's a great way to start and upgrade as you grow.
  • Allowing more tweaks and refinements to the customer size of the knowledge base portal.
  • More customization for the theme of the help portal.
Great for all sizes of companies including startups, small businesses and larger enterprise companies because of their different tier plans that are designed to fit the needs of all levels of customers.
Jose Quintero | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Review Source
Freshdesk is a very flexible platform for customer relationship, very well suited for sharing and gathering information with our external customers via different common channels such as forums, chats, and the social media. We receive (or convert from channels) tickets from our customers, route and notify them the respective agents and the customer, and track their lifecycle - all automated inside Freshdesk. As it's a Cloud-based, web-accessible application, you'll have no problem at all using it through a wide array of web-enabled devices such as mobile phones, tablets, etc, and without the need for a VPN (Freshdesk provides you with your own SSL-secure URL, and gives you the option of using your own if you want to), and it has a native integration with Facebook and Twitter, among others, so your FB page can convert automatically all, or selectively, your customer's posts into Freshdesk tickets. We use Freshdesk across our entire organization because of this interesting and flexible feature; we used to depend on Community Managers before to surf through our customer's inquiries in Facebook, and now we have automated such process.
  • Social Media Integration. Freshdesk is very robust in natively integrating with Facebook and Twitter, and the setup process is very easy and even assisted by Freshdesk's tutorials.
  • Ticketing Automation. You can automate Freshdesk's tickets in three main ways: upon creation (via Dispatch'r rules), on given periods of time (Supervisor rules), and upon given events such as a change in a ticket (Observer rules). You can also create Skills for automatically routing tickets to specific agents or teams. All this gives you a lot of flexibility for your business workflows.
  • Third-party integration. Freshdesk has an API for integrating with most third-party applications that use such interface and has its own marketplace for common, commercial and ready-to-use integrations with leading business apps such as Google Drive, Dropbox, MailChimp, Asterisk CTI, Skype and more.
  • Multiple Product Portals. If you require different web portals for different products because of their specific needs, you don't need different Freshdesk accounts for each one; just create a portal for each one, even assigning them their different URL landing pages, agent teams and default email addresses (just as if they were different FD accounts altogether), and manage them from a single place.
  • Reporting. Freshdesk has several built-in reports for analytics, productivity and customer success, however, the process of creating a new one totally customized is a little steep, although you can parametrize the included ones of course.
  • More social interaction. Today's trending and mainstream social media are Facebook and Twitter, but other alternatives such as Instagram and LinkedIn are growing in customer's choice as means of communicating with their external customers. Freshdesk does not provide a native integration with these social apps.
If you have lots of external customers who reach you via social media to express some issue, discomfort, or to report a situation in overall, then Freshdesk is definitely for you. Just rerouting your current Community Manager to other tasks such as website maintenance and customer success analytics instead of the heavy load of browsing through hundreds (sometimes thousands) of comments on Facebook and/or Twitter to redirect them - if applicable - to the respective customer support areas, and instead leaving such automation to Freshdesk, is a huge advantage for your company.
Jennifer Hess | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk to aggregate support requests from clients. I've added several key members of my team as Agents, so tickets can be assigned directly to them and they can communicate directly with the client for resolution. Freshdesk streamlines team communication and allows for expedient resolution of client issues. Agents can tag each other in notes and easily hand-off or collaborate as needed. It also allows clients to feel confident that a member of the team will be monitoring the support inbox, whether I'm directly involved or not. Adding my team to Freshdesk provides me the flexibility to run my business without being overwhelmed by it, so I can do things like travel or manage other projects without being derailed by daily requests. My team includes a WordPress support technician, a developer, myself (business owner/designer/developer) and typically a project manager who can field/assign requests to specific team members as needed. However, I have it set so that Agents can see all tickets that come through, so they can pick them up as they see fit, without relying on designated assignments.
  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
  • The login solution drives me nuts. As an Agent, I have to login at a separate domain than my branded portal, which is confusing for new team members and adds several steps to the login process. This is particularly cumbersome when trying to use 3rd party integrations that require Freshdesk login (like Shift App for Gmail).
  • Integration with Asana is clunky and doesn't allow for easy use when there are a lot of clients/projects in Asana, so we end up just manually adding tickets as tasks in Asana.
  • A style refresh to the client-side portal would be great. It's a bit clunky and even with customizations, the default solution feels a bit dated.
Freshdesk is great for support ticketing, FAQs, and items that can be easily reviewed, addressed and resolved. It's not ideal for lengthier conversations or long-term projects, as it could get difficult to track multiple conversations or use the SLA notification features since long-term projects will typically have different duration parameters. Though the ability to merge tickets & edit subject lines in Freshdesk is helpful (I wish Gmail would let me merge conversations!).

Additionally, I have another client who attempted to use Freshdesk as both a support portal and CRM solution, which didn't work well. It's ideal if all communication runs through Freshdesk, so it can be tracked and monitored. If leads are coming into Freshdesk, and then managed offline, there's a tendency to have a lot of open/unresolved 'tickets' because users don't want to bounce back and forth. However, I believe Freshworks offers a CRM solution, so that would likely be the best way to go for CRM needs (though I've not used it).
Isidoro "Roy" Jovero | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Freshdesk is our current IT ticketing system. We have opened it up to Workplace, and I believe one other department uses it on a different instance. The system allows us to track the amount of work done, and provides a resource to refer back to in case we have repeat issues. We have started using the Solutions feature to provide users links to easy-fix solutions
  • It is a full-service system that provides the same, if not more, power as Zendesk, HelpScout, etc.
  • Queue view is easily customized
  • Ticket merging could be a little confusing to use
  • Unless things have changed recently, Pending tickets don't show up if you use the All Unresolved view
Freshdesk feels like your standard run-of-the-mill helpdesk system. I don't feel it does anything exceptionally well, but more importantly, it doesn't fall flat on its face anywhere. The biggest negative I see is when it comes to tickets where people are CC'ed. In tools like Zendesk, CC replies automatically get added to the original ticket, whereas in Freshdesk, a new ticket a created, requiring merging to keep things clean
Brooke Weinbaum | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Typically the sales and support teams are the primary Freshdesk users. We forward specific questions to our technical team when necessary and sometimes they will respond from Freshdesk as well. This mainly helps us keep track of the different support queries and bugs that might pop up as well as incoming leads.
  • Canned responses for different questions
  • Easily forward to relevant team members
  • Suggest the canned response through AI
  • Automatically merge tickets from the same customer
If you have more than 5 incoming questions or leads a day, a ticketing system is crucial. It helps you manage the important questions that you may have accidentally passed by and of course focus on the leads who are interested in working with you. I highly recommend Freshdesk for companies as little as a small business to as large as an enterprise company with a few thousand employees.