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)8.787%
- 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…
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 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
- 8.5Configurability
- 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
(51-75 of 212)Companies can't remove reviews or game the system. Here's why
April 07, 2023
Freshdesk, but not a fresh take.
It allows the user to have an inbox to sort and respond to messages coming from customers all in one place. Allowing multiple channels to be handled easily.
- Allows for customization involving webhooks.
- Very fine control over fields that can be added to tickets.
- A variety of channels can be added on the premium tiers into one view.
- In my opinion, it feels very unresponsive at times.
- Integrations could be improved
- Cost to value ratio can be a bit off due to the way features are paywalled.
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
The main usage of the tool is for communication with customers. Through FreshDesk the initial contact to customers is conducted. The consulting process starts with the usage of multiple canned forms. After the initial phase, sales and project management are made through FreshDesk. It is useful especially for support issues.
The main problems solved are f.e. communication with a customer across the team, having a customer data base and data insights through the classification of issues. Automation through reply-templates and forms speeds up communciation in many cases.
- creation of individual ticket templates
- detailed exports
- creation of answer templates and canned forms
- no bugs, rarely any technical issues, great support
- Options to connect FreshDesk data with other systems, f.e. through APIs
- more options for automation
- lot of manual typing, upload of contact data should be possible to create/update multiple contacts at one
April 05, 2023
Freshdesk Fever
We wanted to follow up on questions from users in a more modern way. Before we used an internal database, so we lost a lot of time copy/pasting info from mails into records and there was no good way to follow-up on them. There also was no possibility to get any statistics.
Freshdesk allows us to have a streamlines process for the typical requests (access to eOLF, the application to file patent applications; or access to MyPage to review a portfolio or make payments) or for generic questions.
Freshdesk allows us to have a streamlines process for the typical requests (access to eOLF, the application to file patent applications; or access to MyPage to review a portfolio or make payments) or for generic questions.
- just sending an e-mail opens a ticket
- attachments can easily be added to 'canned responses' (standard letters)
- easy to get statistics
- feedback can be easily asked after the ticket has been resolved
- creating canned responses takes time since copying a word document always gives some errors in the layout, which needs to be corrected a bit with trial and error
- once the name has been fixed of your site, it is hard to change it (a migration process needs to be agreed to copy the tickets, but portal info cannot be copied)
April 05, 2023
Freshdesk makes your email fresher than ever
As an integral part of our customer support operations, Freshdesk has proven to be an invaluable asset.
The platform's user-friendly interface allows for seamless integration of new team members, while the meticulously organized canned responses significantly expedite the resolution of customer inquiries.
In addition, the accompanying mobile app provides remarkable flexibility, allowing our support team to attend to customer inquiries from any location, at any time.
The efficiency and convenience of the Freshdesk platform have made it an indispensable tool in our daily operations, and I wholeheartedly recommend it to businesses of all sizes. Its scalability and adaptability make it capable of meeting the unique demands of any organization's support operations.
- canned responses
- mobile app
- automatically add name of the customer while email them back
- adding notifications to they app sometimes i don't get them when someone email
We use Freshdesk as a technical support portal for B2B customers. We have about 2 agents who handle more than 100 requests every month. We have also used Freshdesk to integrate a knowledge base for selected B2B customers.
- Easy to understand interface
- Easy and fast to customize
- Helpful knowledge base feature
- Easy to scale
- Improve the feature to categorize companies and create different access levels
April 03, 2023
It's been great!
We've been using Freshdesk for one of our clients. This client had phones as their main channel to receive inquiries. With limited capacity, it's been a challenge to manage a very huge number of inbound and outbound phone calls. With the Freshchat, we've recently started to trying to divert the calls to another channel to manage the volume.
- Chat automation
- Ticket Management
- Analytics
- Customization of dashboards within analytics
April 03, 2023
Freshdesk is a great learning tool for education
General IT issues before going to remote helpdesk for further troubleshooting. Freshdesk is used to train new students in a helpdesk environment and assist other staff and students on center in real life/ real time environments. Once the issue has been troubleshooted, we resolve the issue or walk staff through putting in tickets in their own companies helpdesk.
- Free.
- Agent Management (Signatures, automatic emails)
- Knowledge Base Articles
- Merging Tickets
- Multiple Agents per ticket
We use it daily to manage support and procurement requests from staff and clients. The product helps us with communications, request tracking, and problem resolution. We use it both internally and externally. The automation features are also helpful for procurement and inventory management. Our team of eight use it on a daily basis.
- keeping track of communication
- enabling management of a high number of requests / tickets
- automation
- The GUI could be improved - the information in the list view and columns dont "jump out" for you like they do with other products such as Jitbit
- The canned responses needs to be improved for reliability and ease of use - too many clicks.
- More integration with Teams and M365
April 03, 2023
Great Product to handle your support platform
It's a great ticketing platform with tons of bells and whistles. I love the fact that I can do lot of automation without writing a code. It also has full support for their API and we have integrated Freshdesk API well into our application. Adding clients, users has been really easy.
- Automation
- Ticket Routing
- API
- Technical Support
- Dedicated Support
April 03, 2023
Freshdesk Review
We use Freshdesk, freshcaller and freshchat to communicate with and track user interactions and sales through the desk ticketing system. Furthermore, we use freshchat campaigns to promote one of our product categories.
- Their customer support is really good - quick to respond and generally helpful.
- User interfaces are complex at times and performance is clunky.
- The license system can get really expensive for several users and a nightmare for smaller companies that do not always need multiple agents.
April 03, 2023
The Freshest Desk!
Internally, we use Freshdesk to communicate with our brokers for print-related requests as well as communicate with our team members to fulfill job tasks or urgent errors that need fixing. We use freshcaller within Freshdesk as well to keep our communication channels easy to use, create tickets from voicemails and link calls to tickets that we may have with a particular user.
- Links all tickets related to a user together to make the search easy
- Ability to add watchers to a ticket — really keeps deadlines and visibility in the forefront
- Ability to merge tickets together when they are a duplicate or similar request from the same user
- Ratings!! We thrive on feedback from our ticket requesters so seeing what we've done well is a great boost to team moral.
- Scenario automations and canned responses!! SO EASY!!
- Easier implementation with freshcaller — syncing up voicemails with an internal ticket was a struggle (and is still being resolved) for a while
April 03, 2023
Freshdesk
We use Freshdesk as our main Help Desk ticketing solution.
- Support
- Training
- Ease of Use
- Growth Plan Features
- Ability to hide login screen in the growth plan
- Ability to turn off Freshdesk login within the custom sso template
April 03, 2023
Freshdesk Free
We user freshdesk to support our user's technical issues and questions.
- customizable fields
- Solutions
- Reporting
- Ticket creation sends an email as a reference to end user
- Using the free version, I don't see any real need for improvements.
- There are many things you can do with FreshDesk that sometimes we have to select several menu's about where to find the specific functionality.
- Possibly you can add a live chat option as improvement.
March 31, 2023
Great organizational tool!
We use Fresh ticket in multiple ways. We mostly work remote and this is our tracking system to the warehouse for shipping out product and materials. We also use it to schedule more classes, report any tech issues, make changes to schedule, and any other tasks that need to be assigned to a certain person.
- Assigns tasks - Can assign to individual but also to Departments/Groups and Type of ticket
- Notifications of new ticket assigned and any comments added to ticket.
- Tracks how long it takes to resolve ticket
- It also has good analytics for ticket usage.
- I set up a report to automatically pull and send to my email, but it is not exactly right.
- You can filter by Agent, but I wish we could sort by Agent
- It would be nice if you were given and alert on priority in the email notifications
March 31, 2023
Cumbersome Long in the Tooth Tool with Extra Hoops to Jump Through for Account Management
We use it as a corporate knowledge base for employees where only HR has access to create & edit knowledge base articles. In addition, we have a second instance that is integrated with WordPress to provide an end-user knowledge base and customer support channel. We use the WordPress instance as the SSO source for this second KB.
- Works well as a tradition top-down KB
- Provides basic support tools
- Has an integration with WordPress
- The TERRIBLE account management structure created by "Freshworks" overhead
- Seriously the whole Freshdesk/Freshworks structure is AWFUL
- It creates NUMEROUS headaches for literally zero benefit
March 31, 2023
Prompt Support, Happy Customers
Thanks to the omnichannel system, we can see all inquiries of the customers regarding their experience. From the first interaction to the last satisfaction survey, the customers find prompt and exact resolutions for their inquiries. Before we used the omnichannel system, it was difficult to monitor the activities that occur on calls, live chat, and through tickets. Now, this is not a problem anymore. Moreover, the performance metrics of the representatives are analyzed easily through user-friendly analytics. I strongly recommend Freshdesk to readers who give importance to their customers proactively.
- Automations
- Performance metrics
- Dispatching the tickets
- To be honest, I couldn't find any
March 31, 2023
The Ultimate Information Technology Ticketing Platform
We use Freshdesk for our ticketing platform for all Information Technology issues and for general maintenance tickets for our building/manufacturing plant maintenance department. All issues relating to computers, networks, robotics and general maintenance are reported using Freshdesk.
- Notifications on Pending and Overdue Tickets.
- Asset Management
- Onboarding and Offboarding Features
- Pricing Tiers Are a little Confusing
March 31, 2023
Freshdesk Review
Freshdesk is great customer support product. It allow my team to keep track of outstanding customer support tickets. It also also has additional features like freshcaller, which allows us to receive phone calls about customer queries. Additionally within our subscription, we have access to freshchat, which is a chat bot and just provides another medium for our customers to reach out to us. We have a lot of volume of customer contact to manage and the prebuilt tooling is more than adequate to manage it all.
- Ticket Management
- Phone Calls
- Chat Feature
- Usability
- Knowledge Base
- APIs to other sites like Atlassian etc..
- No code solutions to build customer support channels
March 31, 2023
Great low cost helpdesk ticketing system
It is our helpdesk ticketing system as well as providing weekly stats on usage. It is supposed to be a complete replacement for direct emails and phones calls - it does that well, however many of our users bypass it and call/ email directly to the person. We still log those tickets into Freshdesk
- helpdesk ticketing
- ticket tracking for age
- subject matter tracking
- quicker response from Freshdesk's help desk when we encounter an issue
March 31, 2023
Great Experience!
We use Freshdesk for customer tickets and knowledge-base articles describing how to use our application. Customers submit tickets when they have questions or experience glitches.
- Options to organize tickets by priority, tags, date, etc.
- Knowledge base is easy to use
- Excellent customer support - quick response times
- Certain settings/updates are not easy to find, and I've needed to contact customer support to get answers. I like to figure things out myself, so it can be frustrating when something isn't intuitive.
- The ticket tags are slow to populate if a tag has previously been created.
- Sometimes the emails customers receive when a ticket has been created confuses them.
February 28, 2023
Freshdesk review
We use Freshdesk as a hub for customer support, sales, and member relations for our large Slack-based community. We also have it set up to receive automated notifications from our website. This form a useful searchable record for the whole team to have access to, like WooCommerce orders and reporting from other services we use.
- Basic Support Desk
- Automations
- Email/Gmail integration
- Interface/UX — not the easiest to navigate
- Mobile App — especially hard to use
- Integrations — limited options for WordPress and Slack
February 28, 2023
An Excellent Product
We use Freshdesk to route tickets from several inboxes, we automate responses, and we have our service center partially set up with Freshdesk. We also use Freshesk's solution center, canned responses, customer satisfaction surveys, and a plethora of daily, weekly, and monthly reports. Using Freshdesk, we are able to set up correct priorities for different queues and support multiple products at once seamlessly.
- Technical Account Manager assistance
- Clarity of each feature
- Ease of setup
- Communication before new features are released
- Explanation regarding required actions that are mandatory