Efficient to manage communication with clients.
We use Freshdesk to handle customer emails and it has been quite effective. Our workflow has been greatly improved with the ability to …
Starting at $0 Up to 10 agents per user
View PricingOverview
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…
Recent Reviews
How Freshdesk Differs From Its Competitors
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
- Ticket creation and submission (142)8.888%
- Email support (138)8.787%
- Organize and prioritize service tickets (141)8.787%
- Ticket response (142)8.787%
Reviewer Pros & Cons
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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
- WordPress
- Mailchimp
- Freshsales
- 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 highest, with a score of 8.8.
The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(506)Attribute Ratings
- 9.8Likelihood to Renew
- 9.1Availability
- 8.5Performance
- 8.9Usability
- 8.6Support Rating
- 7.9Online Training
- 8.2In-Person Training
- 8.4Implementation Rating
- 8.5Configurability
- 9.1Product Scalability
- 8.8Ease of integration
- 7.8Vendor pre-sale
- 8Vendor post-sale
- 7.7Social Data Collection
- 7.5Social Analytics & Insight
- 8.3Social Publishing
- 9.2Social Engagement
- 9.1Contract Terms and Pricing Model
Reviews
(1-25 of 211)Companies can't remove reviews or game the system. Here's why
March 15, 2024
Efficient to manage communication with clients.
We use Freshdesk to handle customer emails and it has been quite effective. Our workflow has been greatly improved with the ability to assign tickets, write notes to colleagues, and categorize. It is a daily work tool for us. The support platform is also beneficial for our customers. We've made updates to add our own fonts and colors to customize the look.
March 11, 2024
Freshdesk - IT
We use Freshdesk to address any IT issues
January 31, 2024
Enhancing the Customer Experience
Score 9 out of 10
Vetted Review
Verified User
I am using Freshdesk on a regular basis to assist the clients, it helps to track all the emails and reminds me all the task so that I am not missing out on my work
January 15, 2024
Recommended Platform !!
Score 10 out of 10
Vetted Review
Verified User
I have a overall good experience on Freshdesk, it's a smooth platform for managing all your Tickets !!
January 15, 2024
Freshdesk Review
Score 9 out of 10
Vetted Review
Verified User
We use it to server our customers who send emails. all emails hit the Freshdesk and we respond to all client emails from here. This is a good product and has a great UI, and recently they have added good analytics as well giving the flexibility to analyse the performance and other metrics
January 12, 2024
Streamlined Support Solutions for Seamless Customer Satisfaction
I have used the Freshdesk tool for managing my clients with respect to their issues or in terms of assistance. It streamlines ticketing, facilitates prompt responses, and ensures effective assistance delivery. The platform's intuitive interface enhances productivity and fosters better client relationships. I would recommend this tool for efficient customer support management.
January 12, 2024
Freshdesk - Breath of FreshAir
Prior to using Freshdesk - all L2 escalation was being managed via a “To-do” list based on a shared email inbox. We had no clear way to see who was doing what - timelines were delayed and our delay in finishing deliverables impacted other departments. We needed a way to see live all escalations for Opus 2 Products from internal and external teams - and bring our team in line with contractual client SLAs and internal OLAs. Freshdesk gave us the ability to accurately manage our teams allocation across all regions - and ensure we had SLA tracking in place. By utilizing alerts, ticket rules and other functions, we have been able to bring our First Response Time on Average to just shy of an hour. This is inline with our SLAs - considerably more than the previous 2hrs. Clients have reported back this improvement as a piece of positive feedback to our Account Managers - so the visible impact has been significant - especially as we start to roll out new solutions, where clients have considerably more queries.
January 10, 2024
Amazing management tool!
I primarily used Freshdesk to manage emails centrally and for better delivery of customer experience. Another main purpose is project management, allowing me to manage my projects inside and outside the team effectively and efficiently. Personalised support to customers is the area where it simply rocks and delivers great value overall.
January 10, 2024
Need improvement in the search engine and history reflection
Score 9 out of 10
Vetted Review
Verified User
It a good service however the refresh the page for a long time and the redirection is very good but if it was a desktop supportive app it would much better use and single sign in option the best thing which I've used ever
November 27, 2023
Freshdesk is a great customer support app
Freshdesk is used for all technology, facilities and maintenance requests for our school district. It can automatically assign an agent to the ticket based on the request type. All the tickets can be tracked and organized through the dashboard to ensure all tickets are responded to in a timely manner.
November 25, 2023
Freshdesk: A Seamless Solution for Streamlined Customer Support
We implemented Freshdesk in our organization as primary ticketing support system for our internal user and IT-related query. Freshdesk acting as our centralized hub for management and resolution of a diverse range of issues, spanning from connectivity issues to IT assistance. This platform's robust ticketing system that have crucial role especially in our team as IT Support to organize and prioritizing incoming inquiries, ensure IT query addressed and responded according our SLA.
November 01, 2023
Freshdesk is overall a good product, and I would buy it again
We use it to manage support queries from customers and for providing help centers to customers. We used to manage customer support via email, but that got really messy, and it made it difficult to help someone if you weren't the original support rep who helped. Now it's easy to look back through past tickets to find the history of a customer's issue(s). It also makes it much easier to collaborate if more than one support rep needs to be involved. It's also really easy to provide links from our help centers directly from the ticket reply screen.
August 29, 2023
Freshdesk for CRM - Reaching customer with ease.
We use Freshdesk for customer interactions and proactive reach-out. Business problem: too many confusing steps to download data. However, the support team is readily available to assist. The scope would be to download days more easily and to make the steps easy for users at the agent level.
We use it as our support system where customers can raise tickets and feature requests. We also use if for a forum, though that’s seeing very little use. Finally we is it to host all the product documentation such as installation prereqs and instructions, general usage info and how to guides.
July 25, 2023
Excellent and easy to use support software
The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of issues. It allows you to effectively track a large number of customer interactions and easily manage them. We manage about 49 interactions per week and this product makes it easy to keep track of all tge conversations
It's our ticketing system for both end customers and existing business customers and we use a lot of its features.
July 24, 2023
Easy to start, easy to learn
We did not have a ticketing software for customer service prior to getting Freshdesk, it has since helped us address duplication of work, and greatly inprove our customer service levels.
The software itself is great. The only negative I have about the product is that it is expensive to contractors a daily pass because of how it works.
July 24, 2023
Honest feedback
My team primarily use Freshdesk for ticketing services and documenting technical discussion with clients. This also contributes to building analytical and progress reports.
July 22, 2023
Freshdesk customer service
We use Freshdesk on a daily basis, as this manages our customer raised tickets, as well as for our development team to review bug fixes within the software and resolve.
July 22, 2023
Success of Freshdesk
Freshdesk is our ticketing system - multiple operational teams utilize it for internal tasks, and external follow up. The program allows us to communicate seamlessly with our clients, and with our contracted photographers. I especially lean on the automations we can set up to add private notes to tickets to help guide our teams easily without consulting SOP. On my team specifically, we use Freshdesk for inbound email support, for recording calls, and for communication between our internal teams, and clients as we are the main point of contact for clients.
July 21, 2023
Freshdesk Review
We use it for our help desk tickets.
We use FreshDesk to manage and track customer interactions for the support department. As we have a small team, many of our sales specialists have dual roles in support, and fresh desk's system allows us to maintain continuity as different members of the team interact with our customers for their support queries.
July 21, 2023
Your friendly support platform
Freshdesk is the primary way for employees and collaborators to raise their questions, provide feedback, and of course ask for support. I't very easy to use and end users like it for this reason. You can create templates that allow for a sort of a guided if not hand-held ticket creation.
July 21, 2023
FreshDesk was just a perfect fit for us.
We've expanded the scope of our use for FreshDesk to other departments which now use FD to organize their work, increasing visibility on request statuses and shortening turnaround times for tickets of all priorities. We've integrated FD into pretty much every department now, and we've noticed an increase in productivity as it's simple to use and good at what it does.