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
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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- 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 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
(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
- 8.5Configurability
- 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
(26-50 of 212)Companies can't remove reviews or game the system. Here's why
July 20, 2023
excellent value for money
We use it to create a to do list of everything that needs to be done.
- reminding old tasks that are left undone
- prioritizing customers' task over internal ones
- informing everybody on the team when a task is done
- it could be more intuitive
- it could be more aesthetically appealing/ easy
July 19, 2023
RAKEZ Freshdesk Review UAE
I am using the Freshdesk in my organization for more that 13000 customers and the company including the staff for the ticketing system and recording and solving all their inquiries , request , reported issues
- fixability of the agents and email setup as they have 2 option custom email, and you cane use their emails
- friendly interface
- i love the UGI fixability for the setup all my things
- Support helpdesk agents are friendly an support on the spot in case any urgent we can meet them as you will have report section support and they can do your setup in a few minutes
- remote support seation to be more than 30 min
- Customer Satisfaction Surveys to have more fixability and more option
- logs recorded to be more that 21 as per their limitation
Freshdesk is the heart of our communication with our clients. Support tickets opened via email are automatically converted into Freshdesk tickets, and we are able to respond quickly and keep a detailed historical record of all our interactions with our clients as we resolve their issues and complete the requested tasks. So it serves as a respository of previous solutions which we can reference in the future, too.
- Notifications of updated tickets
- Comprehensive search features to find previous messages
- Valuable tools to categorize and filter issues and tickets
- The email message editor has some weird formatting quirks, especially bullet points
- Occasionally I unintentionally trigger keyboard shortcuts
July 18, 2023
Freshdesk simplifies your customer service processes
We use Freshdesk to handle incoming customer inquiries. We have some problems with the automation of assigning of tickets and non-delivery, but other than that it works pretty seamlessly. It helps us to answer inquiries across our 100+ email addresses all in one place.
- Brings everything together in one place to make it easy to address
- Ease of creation and use of canned responses
- Grouping could be better
- Bounce rate of emails could improve
July 18, 2023
Freshdesk Review
We use Freshdesk for both our Customer Support team and our Finance team. We are pretty advanced users with lots of automation and custom code. We use Freshdesk for Tickets, chats, calls, and for the bot. We also occasionally use it to send emails. We do a lot of data analytics and the Freshdesk stats are exported to be a part of that.
- Free tier
- Customization
- Simple Basics
- Customer Support inconsistency
- Features locked behind paywalls
- Data analytics
- Open APIS
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 makes managing my trouble tickets a breeze
We use FreshDesk to manage our break-fix tickets for our helpdesk team.f
- being able to see current status of ticket
- being able to manage my technicians tickets queues
- Ticket trends and resolve times
- button customization
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
July 17, 2023
Freshdesk works well for our needs
We use Freshdesk to communicate with submitters of awards entries. We use the platform for answering general inquiries and also for reaching out to entrants for questions and problem resolution related to specific entries. We use canned responses for common inquiries and enjoy the ability to assign specific agents to inquiries depending on their field of expertise.
- Canned Responses
- Ability to assign specific agents to tickets
- Track open tickets
- Tooltips and easier navigation to functions such as email signature would be helpful.
I'm a huge fan of Freshdesk, and we're not even using the full functionality yet!<br><br>Prior to Freshdesk we were managing customer service via email and social media, and it got very messy whenever more than one person needed to touch a request. Lots of requests got missed, and it was very difficult to check what interactions we'd had with a customer previously.<br><br>We implemented Freshdesk with email and Facebook integrations, and it was an immediate improvement that got even better over time as we set up canned texts and internal processes. We're also looking at implementing the customer portal in the future, although we didn't have the time to look at it previously.<br><br>Some of the most valuable features include: threaded messages, tickets automatically reopen when a customer replies (automation available for Growth and above), being able to search the history by name, email, and keywords, being able to filter by ticket types and tags, being able to set up custom canned text to answer all our most common inquiries quickly, and the ability to bulk edit tickets to reply when there's an incident that causes a flood of people all asking the same questions and needing the same update.
- Easy to search history
- Threaded messages
- Customizable canned text
- bulk edit
- I don't really have any complaints...
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".
As a company with a customer service team, freshdesk is used to help organize incoming emails and live chats. Having emails turn into tickets which can be assigned to the appropriate team member is extremely helpful.
- Email to ticket conversion
- Automations
- automatic emails when submitting ticket
- when searching and wanting to go back, it does not return to previous page
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
July 14, 2023
Organizational dream
We use FreshDesk everyday in our company and is the main contact-source for customer outreach. All customer inquiries and emails get forwarded through this system and it works really well for our companies' application. Whenever a customer uses the "Contact Us" function on our site, it will send their email to FreshDesk and our group folder for all of us to view. Once received, we can direct the email into various folders using the filters available. The filters make it quick and easy for us to narrow our search results so we can find what we need. The search function is really awesome too for when we can't find certain records that are outdated by using a few words. The search function will provide any and all results containing the search-words and has definitely helped when we/customer doesn't have what we need to help them. Also is a great place to find old invoices, emails, and contact information for everyone. The site/program is user friendly and was easy to adapt-to once used a few times.
- Filter
- Search Bar Functionality
- Folder organization
- Customer-Friendly
- Easy to use and get comfortable with navigation
- Keeping old records- sometimes it only goes back 3-5 years and in rare cases we need a little more.
- Filter delete- Being able to delete old filters to clean-up the not popular ones.
- Email verification before sending- Should be able to verify email before attempting to send.
July 14, 2023
Freshdesk is great for your first service desk tool, but is unlikely to remain your primary tool for long.
We have 6-8 customer service agents operating at any given time, to address both public (ie website/internet) users as well as private (ie direct clients) users.
We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.
We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.
We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.
We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.
- Contact Segregation
- Ticket Tracking
- SLA monitoring
- FB / Social integration is poorly done
- Automations and related logic are rudimentary and single-faceted
- Third-party systems integration options are few and far between
May 22, 2023
Efficiency for Everyone
We use the Freshdesk platform to funnel inquiries to various department emails into one central place. Our entire department picks the inquiries they answer and I am able to oversee all interactions and coach them as needed.
- Solutions
- Canned Responses
- Simplifying communication
- Reports for agent AHT
May 02, 2023
Review
We have replaced e-mail use with Freshdesk. Using it as a ticket system. We'll handle with FD reclamations, feedbacks and other related matters from our customers and partners.
- Ticket transfers between employees
- Categorization
- Sending normal e-mails, cannot send "hidden copies" in some cases
- Overall using could be made simpler
April 14, 2023
A great option for solopreneurs
I use Freshdesk to handle customer inquiries and support.
- Creating a clear process for addressing enquiries
- Easy of use
- Pleasant interface
- Roles, this was a bit confusing setting up email notifications.
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
Freshdesk allows our organisation to maintain contact with our partners, artists and the like in a structured and streamlined way. With its modern layout and user-friendly interface, it is not difficult to guide colleagues through the software, in addition to the fact that we can set our own security standards in the software as well as make front-end changes according to our preferences.
- Adjusting to own preference, layout and security
- Support from the company itself, fast and personal
- Core features of the software
- Finding back some settings, sometimes a lot of searching
April 09, 2023
Great cost effective alternative to Zendesk
We use Freshdesk to handle online enquiries from our customers via our contact us page, where they can submit support tickets from predefined subjects. Using Fresdesk's easy-to-use automation emails are tagged and grouped according to need and time based reminders keep them team on top of time sensitive communications, those reminders trigger a channel specific message for the relevant team in Discord through Zapier plug in, we use Discord for internal comms so being able to use it that way is very helpful in keeping on top of high volume tickets. There is block on html emails of a certain format when using automations for auto email replies which I confess drove me crazy not knowing why my email rules were not working, but once I notified Freshwork's support team they advised me and fixed it rapidly, the tech support team are excellent and very helpful, Freshdesk has a range of features which we don't use all of but it's great that they are there none the less, it's a great alternative to Zendesk and we couldn't live without it
- Rules that trigger on ticket creation, update or time trigger
- Integration with a variety of apps
- Fantastic tech support team and supportive customer success agents.
- It would be really great if when sending a new email in Freshdesk, the rules for the automation treated it like a new ticket, thus would allow more flexibility.