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Freshdesk

Freshdesk

Overview

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets…

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Recent Reviews

Enhancing the Customer Experience

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

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

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

Customer Satisfaction

Freshdesk provides us with support that guarantees quick responses, issue tracking, communication, and quick satisfaction of customer needs. Our clients are very satisfied with the use of this platform in our company.
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Customer Satisfaction

Yes, it is very helpful in providing fast and easy resolutions within the timelines and this enhances the productivity within the company also we can view the client feedbacks and they receives the automated emails for the responses which are pending from their end to proceed further which gives a …
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Customer Satisfaction

we do not user Freshdesk for retentions, this is used as a communication system, within the organization and is being explored for other products that can bring in value to the business
To the most I could comment that the over all performance has been great and we are through with this
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Customer Satisfaction

Freshdesk's omnichannel support suite and AI-driven automations have significantly boosted our customer satisfaction. By offering support across various channels and swiftly resolving issues through preferred communication methods, it has notably enhanced customer retention. The platform'…
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Customer Satisfaction

Prior to using Freshdesk, we only offered an email address for logging incidents with our Product Support team. We now offer a Ticket Portal, Self-Help, Email and a Phone Service to customers to allow them to work in their most convenient method, whilst still enabling the agent to track, update …
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Customer Satisfaction

Yes, it has helped my business to increase customer satisfaction to a greater extent. Earlier when were not using it, things were haywire and mismanaged often leading to delays and customer dissatisfaction. Once we have employed Freshdesk, timely resolutions are done without long delays. Even …
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Customer Satisfaction

Businesses that integrate Freshdesk have observed favorable effects on both customer satisfaction and retention. The comprehensive omnichannel support suite allows organizations to interact with customers via their chosen communication channels, establishing a smooth and responsive support …
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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 …
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Customer Satisfaction

Freshdesk has helped us track and log customer satisfaction also, in many cases helped keep track of and made it easy to locate older conversation such that the context is not lost. Have not personally explored much into the AI functionality yet so not looking to comment on it.
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Customer Satisfaction

Freshdesk has absolutely increased customer satisfaction and retention. Having a robust ticketing system is essential to success when working with clients. Freshdesk provides the frontline team with a lot of great tools to help clients more efficiently, and the main need of any client is to have …
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Customer Satisfaction

They aren't as well connected as we'd like, but they do connect at least a little bit. We have some stuff set up so the chat to ticket handoff is pretty smooth.
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Customer Satisfaction

Currently, it has helped with customer satisfaction with the knowledge base feature and also helped our team to be well equipped because of canned replies, we are now also able to talk to customers in real-time in case of any urgent requirements that they have through freshchat which is very nice
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Customer Satisfaction

It's helped customers understand that a team is there to support them rather than one person. It gives the customer the reassurance that there's always someone around to address their query.
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Awards

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

Popular Features

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

Reviewer Pros & Cons

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Pricing

View all pricing

Free

$0

Cloud
Up to 10 agents

Growth

$15

Cloud
per month per agent

Pro

$49

Cloud
per month per agent

Entry-level set up fee?

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

Offerings

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

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 7.9

Self Help Community

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

8.3
Avg 7.7

Multi-Channel Help

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

8.3
Avg 7.7
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Product Details

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot, predictive support capabilities, and field service management.

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

Freshdesk Features

Incident and problem management Features

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

Self Help Community Features

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

Multi-Channel Help Features

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

Freshdesk Video

Freshdesk - Customer Service Software

Freshdesk Integrations

Freshdesk 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 Ticket creation and submission highest, with a score of 8.8.

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

View all alternatives
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Reviews and Ratings

(503)

Attribute Ratings

Reviews

(1-25 of 35)
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April 05, 2023

Freshdesk Fever

Wim Van Aelst | TrustRadius Reviewer
Wim Van Aelst
BPP Service Manager
FPS Economy (Government Administration, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
In practice you have to choose a license depending on your needs. Of course there are always some features that are in the higher price plan. It is not possible to select only the features you need and to create a 'custom license'.
For us the licenses we have are good enough since we have a rather simple helpdesk.
January 10, 2023

A fresh look at Freshdesk

Verified User
C-Level Executive in Other
Information Technology & Services Company, 1-10 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
Overall usability is great. It's easy to keep track of what we're doing. It is great to have emails chained in chronological order so that confusion is minimized.

My favourite part is the Solutions section where content can be provided to answer questions.
August 11, 2022

Freshdesk was a lifesaver when we were drowning under our support tickets!

Verified User
Director in Customer Service
Financial Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
Freshdesk is extremely easy to use as implemented it on our own with average technical skills. A lot of the options are straightforward and Freshdesk provides easy-to-understand explanations for some of the more complex-sounding ones. We recently onboarded new specialists and they were able to learn Freshdesk with minimal training.
August 05, 2022

Freshdesk added value to our company

Karan Thakur | TrustRadius Reviewer
Karan Thakur
Team Lead Guest Experience
OYO (Hospitality, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I would have given a 10 rating in usability but I have encountered some small issues with the additional apps they are providing to the partners. They have developed an app for a certain task but if there is any issue or bug with that app then it will take a long time to get this resolved which is not good sometimes. In a critical situation, it might piss you off.
August 05, 2022

Good ticketing software with great support

JB
Jack Bradford
Director
Symbiosis Suits Ltd (Textiles, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
Generally easy to use, with some features requiring improvement - e.g. search and drafts

The spam filter isn't great, we regularly need to manually tag spam emails that have not been caught, but also need to log in to the Gmail account to check the spam folder there for erroneous spam. It would be ideal if the system could use Gmail's spam filter, and bring in emails from the spam account of the Google account into the Freshdesk Spam folder.
July 08, 2022

Great Even If You Don't Like Ticketing Systems

CJ Pomerantz | TrustRadius Reviewer
CJ Pomerantz
Product Manager
Automatit (Marketing & Advertising, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
While it takes a while to get up and run, it's relatively simple once you're using it regularly. Of all the key areas you'd look for with ticketing systems, it was the most impressive. From the ability to monitor progress to improving internal and external comms, it was the perfect tool for us.
May 05, 2022

Freshdesk, what a great Fresh perspective on a ticket system!

Verified User
C-Level Executive in Information Technology
Higher Education Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
March 01, 2022

Freshdesk Review

FA
fazal azeem
Implementation & Support Specialist
360Factors (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Usability
10
I have been using this tool for more than 2 years and since then we have upgraded from a lower version to estate version. If it were not useable for us, then we would not have upgraded.
January 05, 2022

My experience with Freshdesk

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Usability
8
Because without Freshdesk, it would have been tedious and hard for us to address the issues of our clients that will ultimately have [an] effect on our productivity. As a help desk, Freshdesk has been such a handy tool that has managed all our support-related matters. I just can't stop using this software.
May 03, 2021

Freshdesk brings interesting call center options

Maria Wiley | TrustRadius Reviewer
Maria Wiley
Master of Busines Administration
SSDIGITALCO (Marketing & Advertising, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
Implementing the different support functions within Freshdesk is entirely possible thanks to the ease of use of the platform. Its usability and deployment allows us to add various external tools to our management, so working with call centers can become extremely varied. Freshdesk has a list of steps to be performed in order to start working on the platform, which provide enough information to start working with customers in the shortest possible time. It performs constant performance analysis for each support session that is carried out, so that comparisons can be made between current work operations and those carried out at certain times in the past. Has so many integration possibilities that it can be used in conjunction with back-office applications, from which you could count on adding more fields to support tickets, or tagging and saving them in a cloud.
April 30, 2021

Straightforward Support Desk Software

Verified User
Executive in Marketing
E-Learning Company, 1-10 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I appreciate Freshdesk's ease of use, flexibility, and feature set. It does everything that we need it to do and setup is relatively straightforward. We were able to get up and running quickly, add new members to the team easily, and it didn't have a bunch of maintenance that tied us down. It did what we needed it to do — help us help our customers.
April 27, 2021

Best-in-class help desk features with multi-channel support.

Elizabeth Cassidy | TrustRadius Reviewer
Elizabeth Cassidy
Senior Analyst, Customer Analytics
Alliance Data Card Services (Financial Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.
April 25, 2021

Simple, easy to use CRM for emerging businesses

Verified User
Account Manager in Customer Service
Hospitality Company, 51-200 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
Very straightforward to use, although this is in part due to the lack of features. It can sometimes be difficult to follow up on issues as there is little functionality to link cases within Freshdesk. It is generally a very user-friendly interface that is easy to train employees up on.
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