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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.

8.4
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

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Reviews and Ratings

(503)

Attribute Ratings

Reviews

(1-24 of 24)
Companies can't remove reviews or game the system. Here's why
May 13, 2021

Fresh start to your customer support function - Freshdesk

Nipun Mohanty | TrustRadius Reviewer
Nipun Mohanty
Product Solution Specialist
Seclore (Information Technology and Services, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
10
The data collection capabilities of Freshdesk are fantastic.
- Using Freshdesk data can be collected using various features.
1. Real-time Chat, it is also very simple to create a ticket from the chat window itself. It also stores the entire conversation for quality assessment.
2. Telephones are connected to the system and that too can help the client create a ticket.
3. Email is the most widely used mechanism & is effectively addressed by Freshdesk
January 16, 2020

Freshdesk for team efficiency!

Jennifer Hess | TrustRadius Reviewer
Jennifer Hess
Designer, Developer & CEO
SOFO STUDIOS, LLC (Graphic Design, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
We don't use social platforms for support requests. Conditional rules allow for filtering of unnecessary emails, though we haven't had much issue in that department. Tickets only have a few minute delay between sending & receipt within Freshdesk, likely due to the routing through a Gmail support@ email address first.
December 15, 2018

Freshdesk: a leading solution for service desk management for small business

Naveen Gabrani | TrustRadius Reviewer
Naveen Gabrani
Founder/CEO
Astrea IT Services Pvt Ltd (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
9
Freshdesk supports the collecting of data from different data sources for generating tickets. The most common ones are email, phone, website forms. These channels are pretty solid and work seamlessly. It is easy to set up spam filters for forms to prevent spam.
November 27, 2018

Great tool for great customer success

Verified User
Project Manager in Product Management
Internet Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
8
We haven't got almost any spam which is really good. On the other side, we haven't received any complaints on not answering tickets which we never got, so I guess it works perfectly. Regarding statistical data reports, it has shown to be a good summary, but I think it's difficult to filter out special cases like for example a question resolved outside of Freshdesk much before the ticket gets closed (because we find these once in a while after doing some cleanup).
November 23, 2018

Using freshdesk in a startup

Ignacio Cruz | TrustRadius Reviewer
Ignacio Cruz
Sales Development
Omnia Salud (Internet, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
8
Freshdesk has the possibility of having various sources of information generating tickets. We actually use two: direct channel via email and integration with 2 forms in our platform. This is extremely accurate and works perfectly for us. We do not use spam filters because we do not need them at the time.
November 21, 2018

Freshdesk - Simple and Easy to use. Easy to expand. Reporting could use enhancing.

Gary Pope | TrustRadius Reviewer
Gary Pope
Sr Manager of Business Intelligence
Wireless Vision (Wireless, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
6
I come from a business intelligence background and this is an area that Freshdesk could improve. There are several canned reports but I do wish there were additional custom reporting options. To view a report in Excel, you have to export it by sending it to your email address rather than just downloading it.
November 17, 2018

Great support management platform

Verified User
Engineer in Engineering
Health, Wellness and Fitness Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
7
Additional Freshworks products are being released to help improve the data collection and collaboration abilities of the Freshdesk/Freshworks platforms. For now our experience is limited to the offerings provided by Freshdesk, which are adequate, but we are eager to see how the additional integrations allow for increased data collection, segmentation, and reporting capabilities.
September 12, 2018

Freshdesk is the best ticketing software I have ever used, Hands Down!

Justin Reeves | TrustRadius Reviewer
Justin Reeves
MDM Systems Administrator
Clinton (Mississippi) Public School District (Education Management, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
10
We use the metrics provided by freshdesk to get more headcount in our department year after year, we also use the customer satisfaction scores to see if there is an issue with an employee that may need to be addressed.
March 07, 2018

Freshdesk is simple and perfect for anyone who wants Quality AND Affordability

Joshua Weaver | TrustRadius Reviewer
Joshua Weaver
Developer
By the Book, Inc (Software For Churches/NonProfits) (Religious Institutions, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
7
We only collect a handful of fields in our use of Freshdesk ticketing. It's enough to supply us the extra info we need to associate our end users to an organization in our other CRM. We hope to integrate the two together in the near future so that we won't have to manually make the tie in. Freshdesk does supply ties and api integrations into common CRMs but we have a home grown solution currently.
September 27, 2017

Freshdesk is a less expensive and fully capable support ticketing system

Rusty Wilson | TrustRadius Reviewer
Rusty Wilson
Director of Technical Support
Tenable Network Security (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Data Collection with Freshdesk
8
As mentioned previously, data collection and reporting is sufficient for most business. Large business with the need to run custom reports might find certain parts fo the data collection, monitoring and reporting a bit lacking for their needs.
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