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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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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

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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 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

(509)

Attribute Ratings

Reviews

(1-25 of 26)
Companies can't remove reviews or game the system. Here's why
Nipun Mohanty | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
To start off I would like to specifically mention the team mailbox feature. This feature allows customers to remember a single email address for all their support related needs. This mailbox would then relay the message to all members of the support team making it easier to meet the response time requirement.

Automated email and reminders help in achieving the promised SLAs to our customers.
Jennifer Hess | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I don't use the public publishing features of Freshdesk, though we have considered creating a knowledgebase/FAQ section for clients that would be publicly accessible. I have some very limited experience with the KB solutions from working with another client's portal, and it seemed sufficient. There were some basic organizational structures that would be useful when creating an FAQ section and several robust options should you want to delineate internal KB items from external ones.
Chianne Shepherd | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The only issue I have with publishing relates to helpdesk articles. When we copy and paste into Freshdesk, it often scrambles the formatting. Then when you erase and type instead, it stays with the scrambled formatting. You often have to delete the article and start fresh without copying and pasting to ensure proper formatting.
Naveen Gabrani | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk allows users to build a user community. It includes a built-in user forum. It can be easily linked to your social media accounts. This is included in the Garden version, a $35-per-agent per-month plan. The Community works great as it allows customers to solve other clients problems saving precious support time. The community is fairly easy to set up.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We haven't used this feature until now. Our platform is in constant evolution and we have used much more basic tools for publishing content such as generating guides on PDF documents offline. This is because of the constant change of our application and this allows us to make more custom documents related to the way of working of each different customer.
ayush dwivedi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I am giving a higher rating to Freshdesk capabilities because in all levels it resolves our problems root problem. It helps us in performing the following task:-
1. Receiving tickets using our own email and sending reference mail.
2. Sharing ticket status.
3.Tagging.
4. Dispatch rules help to auto-assign tickets to the agent.
5. Canned responses which help to send a quick response.
6. Ticket forwarding.





Gary Pope | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I love the ease of use of content creation. The ability to cut and paste images into the web based interface is really good. Sometimes it has a problem pasting the image and a refresh has to be done with the browser to get it to work. Overall though, the ability to create solutions that are available to internal and external users is great. I do wish I had the ability to limit the solution's visibility to specific agent groups rather than just agent or public.
Chris Wilkey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It has the ability to publish emails and scenarios within the system, but nothing crazy involving social media (as far as I am aware). If that is part of the software, it is not a part of the software that I am currently using or have plans for in the immediate future.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The app helps new agents give the right answers to the customer. It intuitively suggests answers from your knowledge base based on customer queries. It also helps customers find the right answers for themselves with the self-service portal. This allows you to significantly reduce your workload.
Justin Reeves | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We do not use a lot of the features that freshdesk has to offer with publishing but we have written some articles and help desk tutorials that we have published to our freshdesk portal. These have been extremely very helpful to our customers and we plan to do more in the future.
Jitesh Dugar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have not explored the social channel feedback feature from Freshdesk very much. But, we do use Freshdesk to alert our customer care team whenever there is a post on Twitter or Facebook. It helps them stay alert of the kind of issues being reported and take action accordingly based on the need.
Joshua Weaver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The content creation tools for the solutions Knowledge base is pretty straightforward. It could probably have a more advanced WYSIWYG editor, but it has just about everything we need to accomplish writing support articles that feature solutions for common problems our users face. It allows for easy structuring of this content via categories and tags. There are also some simple analytics that are incorporated to know what users think of each article and whether it needs improved. Again, the search/k-base widget that you can embed into your website is really intuitive and works rather well for us.
Rusty Wilson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk has the ability to monitor social networks for support questions as well as the ability to respond via social channels. We use this feature only lightly but it seems very adequate.
Jared Whitley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk makes it easy to take a ticket and turn it into a FAQ for other customers to read. The solution is able to be cleaned up prior to posting. In addition, FAQs are also able to be viewed internally only for support reps to have a "go-to" aid to help resolve issues that you may not want the general public to see.
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