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
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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
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Popular Features
- Ticket creation and submission (142)8.787%
- 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…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
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- Tech Details
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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 Organize and prioritize service tickets and Ticket creation and submission and Ticket response highest, with a score of 8.7.
The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(503)Attribute Ratings
- 9.8Likelihood to Renew
- 9.1Availability
- 8.6Performance
- 8.9Usability
- 8.6Support Rating
- 8Online Training
- 8.2In-Person Training
- 8.4Implementation Rating
- 8.4Configurability
- 9.1Product Scalability
- 8.8Ease of integration
- 7.9Vendor 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 98)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.
- ⦁ It has the clearest and most useful ticket submission portal we have used.
- ⦁ Simple email monitoring.
- ⦁ A central location for customer and employee communication records.
- ⦁ Automation potential through threads, tags and cached responses.
- ⦁ Date ranges would be much easier if entering text date ranges were a feature and you weren't forced to click on a calendar.
- ⦁ If we merge a ticket it cannot be disintegrated.
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
- Track all the emails
- Easy to search the tickets depending on status
- Track the FEEDBACK Survey
- Timely notification on WOC tickets
- While creating new tickets sometimes it gets stuck
- Need to improve the functionality of adding the screenshots
- Loading time
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 !!
- Easy to Track Tickets with the help of Ticket Numbers.
- Feasibility of Adding Notes on Each Ticket if needed.
- Majorly the Ticket Dashboard is so helpful which shows the number of Open, Unresolved, Due and Overdue Tickets.
- Client Feedback Rating is a wonderful feature.
- Parsing of the images takes sometime - it shows error Parsing Failed which is time consuming task as we need to add and wait for the Image Loading.
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
- Ticketing
- Canned Respponse
- reports
- Dashboard View
- Themes
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.
- managing clients ticket effectively
- managing canned responses
- comprehensive dashboard of all the managed tickets
- Customization Flexibility
- Advanced Reporting and Analytics
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.
- Skill Based Ticket Assignment
- Ticket Alerting
- Advanced Dashboarding and Metric Sharing
- Stronger integration between custom objects and scenario automations.
- Increased Agent View Customization (without third party apps).
- Additional Sign-In Methods for End Users (email links)
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.
- You can write solutions articles for your most common requests, so customers can help themselves. Keywords typed by the user point them to related articles allowing them to help themselves.
- All the tickets can be managed in one location.
- After a ticket is Resolved the customer gets a survey, so technicians are accountable for the work they do.
- Automatic closing of tickets when a customer doesn't respond to a request for more information.
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.
- API
- Support tickets
- Help centers
- It would be nice if it could auto detect company names like HubSpot
- There's a bug where opening a ticket from an external source redirects to the dashboard
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.
- Proactive reach out.
- Support team availability.
- Frequent updates on new Enhancement.
- Steps to download data.
- Uploading contacts and fields involved should be easy.
- The support team should be available on calls as well.
It's our ticketing system for both end customers and existing business customers and we use a lot of its features.
- Easy to use
- Template features (canned responses)
- Depending on the plan you might miss out on useful features
- Automations could have a better UI
- A lot of good and pending Community Ideas
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.
- Ticketing
- Organization
- improve our SLA
- easy one stop solution for all our agents
- better filtering or assigning
- better connection to existing customer contacts when creating tickets
- easier reports
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.
- Intuitive to use for end users!
- Allows for the creation of structured templates that unfold depending on the ticket type and other selections.
- There are some hard limits e.g. on the number of checkbox fields you cna add to a template.
- There is no way to create tickets on behalf of others.
- There is no way to grant another end user visibility over a specific ticket that you have created.
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.
- Automation
- Reminder Emails.
- Message Templates.
- Canned Answers.
- UI is simple to use.
- 3rd-party integration is easy too.
- Support follow-up on feature requests.
July 18, 2023
Freshdesk | Glance of Usage of since 2 years
It is used in my company to track, manage, and resolve customer and internal employee queries. We use canned responses, ticket reports and dashboard and workflow Automator to automate the tickets. We also have set up a channel an email, WhatsApp, and a customer-facing portal to collect raises and raise tickets.
- Canned Responses - It is especially useful when using pre-defined, standardized replies to common queries.
- Ticket Reports and Dashboard: It provides a comprehensive detailed report includes SLA, Group Based Ticket Count, Average Time to Respond and resolute.
- Workflow Automator: It is especially useful when stopping manual jobs and using dynamic queries and defining tasks in a dynamic way
- There is not as such I have felt anything major. But if it is there to have devices without having Fresh Service Subscription could be easy to understand the user devices from where queries are being generated
July 17, 2023
FD
I am a Freshdesk admin, my tasks involve the following :
- Reviewing and auditing tickets - checking how our support team has responded and what kind of resolution they have provided, making sure all tickets are handled and don't breach SLA
- Analyzing data - creating reports and checking data on which inquiries need attention
- Creating canned replies based on reviewed conversations
- Reporting - it's easy to generate report with filters
- Ease of use when it comes to being able to view tickets
- Easy setup - it's easy to setup and make changes
- Automation - there are some limitations to some automation to a more granular level of notifications
- Slack integration - it's very limited, would suggest more functions via slack integration
July 17, 2023
Cost effective ticketing platform
Email management
- Ticket management among teams
- Issues in sending and receiving attachments
- Clunky when talking to multiple people in an email thread, as a ticket has a single contact as the main 'TO'
July 17, 2023
Freshdesk is the Best
We use Freshdesk for multiple departments, IT, SITE, REPRO, DISPLAY, it makes our lives easier, makes the users who submit tickets life easier. Freshdesk is the easiest helpdesk to use. Setup was a little tricky due to the nature of the establisment, Support on this was 2nd to none, absolutely fantastic, after a few weeks and many teams chats we finally implemented via azure with single sign on. Managing tickets is easy, the communication to and fro is fantastic. Users love the fact they even get an email to say that the submitted ticket has been looked at and assigned to an agent. The free version is great, you get 10 agents max and for us that's all we need, using the settings to do fields etc is easy to use and configure. I highly rate Freshdesk, I have recommended this to alot of local schools in my area.
- SSO
- Quick and Easy to submit tickets
- Communication
- Agents find it easy to use
- Customisable
- Great Support
- As a free version the reports are a little cumbersome to use, difficult to get accurate figures
We used FreshDesk (free) as a way to launch our IT helpdesk ticketing system. This enabled all of our corporate users to submit tickets as they needed help with anything IT-related.
- Tracks incoming tickets for submittal and closure times
- Enables a whole lot of features in the free build
- Enables a single point for our end-user community to submit issues to our IT team
- I think that we could have tested/used the SLA features that are not included in the free version to give us a good feel for what we need.
- Tagging tickets were free-form. Therefore, too many "similar" tags were being created. If you could have a designated "tag creator" or restrict the tags to a drop-down list, this would help us with future ticket searches.
- We could not create child tickets, or create a multi-ticket incidents into a "problem ticket".
July 14, 2023
Best move we've ever made
We use Freshdesk in the IT team as our helpdesk to support the users across our schools. We have multiple helpdesk emails set up for each school to use as well as the Freshdesk user portal for them to open tickets. We currently have 8 members of staff in the IT team using Freshdesk.
- Super easy to set up
- Professional looking emails
- User friendly portal
- Limited indepth customisation
- Quite expensive to add customer feedback form
April 10, 2023
Good but needs more enterprise-oriented solution
Freshdesk allows us to have an all-in-one Digital presence for our customers. We use Freshdesk Omni Channel to support our customers via tickets, telephone, live chat and chatbot. It lets us have a wide view on customer experience at every touchpoint.
- Intuitive, fast and easy UI
- Great ticketing and telephony system
- Easy setup
- Reporting
- Lack of customization compared to Salesforce
- Limited functionality
April 09, 2023
Freshdesk Internal Ticket System
We use it daily for all issues/requests related to IT in our company. We offer all of our employees access to the portal as well as email to create tickets based on various issues they are experiencing. As well as any requests to current systems/practices. Tickets come in and are assigned to specific technicians based on which system the user is reaching out to us for. We implement specific resolution time frames and escalation rules based on severity and ticket open length.
- Handles ticket creation/notification very quickly.
- The mobile app is really well done.
- The reports, that we use, are very easy to work with.
- If anything, don't make everything locked down. There are certain OOB items that cannot be modified. But again, that doesn't affect/bother us at all.
April 09, 2023
When Good Turns Basic
Freshdesk is begin used to manage customer support tickets and is also used internally to delegate tasks among team members. We have our own platform that generates email notifications regarding case statuses and ticket emails get converted to tickets in Freshdesk so our agents can check up on case status and also update our clients.
- User interface
- Automations
- Ease of use
- Audit Logs, audit logs currently don't cover any admin changes
- Lower SLA timing under 15 mins. Currently only 15 mins in the minimum SLA that can be set
- Message automation for WhatsApp source tickets
April 07, 2023
Should I buy Freshdesk App for CRM?
I use the Freshdesk Application for Customer Queries and internal Queries about my product. Typically solve Customer queries based on the agreed SLA. Scope of Service to the customer problems of my product and help solve the problem. Ticket Analysis with the report from Freshdesk. Customize the ticket fields and much more.
- Automation of Queue
- Customised Dashboard
- Customisation of ticket
- System Generated and Custom Trend Analysis
- Dashboard has provision to take 5 types of customer queue in a single dashboard.
- Filter out list of tickets to execute the bulk action which need to be improved.
- Forecast ticket traffic by AI System to give predictions to the User to work on the resources.
April 06, 2023
Awesome Freshdesk
We handled all our customer concerns through emails and used freshdesk.
- merging tickets
- showing another agent working or not
- historical data
- holding documentation
- no proper time capture is available
- you cannot keep record of time if you have taken any calls with clients
- documentation should be shown in same page not in seperate
April 05, 2023
All in one Omnichannel service with FIRST CLASS support
We are currently using the ticketing system and chat services from Freshdesk for our call centre. Whilst we had a few teething issues which were mainly due to our inexperience and understanding how it differs from separately-used communication channels, on a whole it has been much more efficient to use, canned responses for both tickets and chats are a huge timesaver, being able to adjust your SLA policies easily, and get powerful reporting has been a godsend. The response from the agents within Freshdesk is superb, they have a chat facility so you can get the answer or support you need within a few minutes of reaching out. For anything that may take longer for them to assist, they keep you informed every step. Thank you Freshdesk! 100% would recommend.
- Support its customers
- Have a great range of apps as add-ons if required
- Canned responses saves time
- Automations
- Reporting
- Co-Browsing needs improvement for the agent - pages do not display as they should