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…
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How Freshdesk Differs From Its Competitors
Awards
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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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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 Small Businesses (1-50 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
(1-25 of 39)Companies can't remove reviews or game the system. Here's why
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.
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 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.
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 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.
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 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 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
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
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
January 14, 2023
We like it. Easy to use, simple yet full of useful functionality. Would recommend 10/10.
We do all our customer support through Freshdesk. Tickets come in through email, Facebook, and twitter.
- organize all support requests
- autmation in handling certain tickets
- canned repsonses and default texts
- They could improve the algorithm that picks out the name of the person asking the question from his/her email address and/or email footer. We all know that 'info' is no ones name and starting a reply with 'Hi Info' is a bit dumb. Freshdesk still does this but I am sure they will improve upon this.
- You can't configure what the the notifications counter in the mobile app means. It would be nice if you could set that to the number op open requests instead of number of things that 'happened' in the stream after you reset it to zero the last time.
- But I am nitpicking here. Overall they do a great job.
January 13, 2023
Freshdesk's free platform is great to use and easy to setup.
I used Freshdesk for the knowledge base, chat, and tickets in the learning management system. Our users can access it directly at the knowledge base or within the learning management system inside a widget. It gives our customers another method of support outside of office hours. I support my customers via Zoom, email, phone, knowledge base, ticket, and chat.
- Knowledge base.
- Ticket
- Chat
- Default SMTP is not the best.
- When using Google SSO, it was a bit hard to sign on.
January 11, 2023
Freshdesk Review
Customer support for clients. Support tickets and knowledge base articles.
- Companies, and contacts within, great structure.
- Good automation possibilities for notifications and escalations.
- Nice touch with the knowledge base articles.
- Creating custom fields is a bit hard to understand. That should be more clear and have the ability to edit existing fields, as one may need per organization.
- It would be great to have a notification sent to the admin if a new user is joining the portal. This way, I have to manually check to see if there are new users. I would very much appreciate that feature!
January 10, 2023
A fresh look at Freshdesk
We use Freshdesk to manage support tickets from our customers. We also use Freshdesk to provide answers to frequently asked questions and to access longer how-to articles on various topics about using BoardSpace. Freshdesk is embedded in our application, enabling users to request support as they encounter any issues with our software. Automatic responses from Freshdesk reassure our customers that their request has been received. Ticket request notifications are integrated with Slack to ensure that my team receives them even when away from their desks or on weekends.
- Super easy to organize solutions to customer queries
- Organizes incoming support questions
- Auto-responses to incoming queries
- Automates answers to certain questions
- Organizes assignment of tickets to agents
- Freshdesk provides updates on new features to users but fails to make it clear as to what tier gives users access. I know that upselling is a technique but it makes it frustrating to learn about something new but not be able to use it.
- My customers get confused between my application and Freshdesk. I would like to be able to add some custom text at the top of my support page to explain to users the difference.
November 22, 2022
Freshdesk - A Must Have Software For Any SAAS Company
We are a tracking and reporting software that helps online marketers understand traffic trends and the associated costs. We use freshdesk as our support ticketing system for our customers. Support issues include items such as software bugs, general questions, requests to enable new features, and more. We also use Freshdesk to host our knowledge base of help articles.
- Ticket Categorization/Tagging
- Scenario/Response Automation
- Jira Integration
- Key word search-ability to find specific topics in tickets is hit or miss
- Creating new contacts is a bit tedious
- linking tickets together is not very intuitive
November 09, 2022
How Freshdesk perform when it comes for Health Care CS support.
We use Freshdesk for Customer Support. Our complete customer support is based on Freshdesk. Our Apollo 247 app and website " Help Section" is integrated with Freshdesk. The complete process for handling a query happens over Freshdesk with the support of internal tools which are integrated into Freshdesk.
- Integration with Social Media tools like FB and Twitter helps in resolving them quickly.
- Assigning tickets to multiple teams and tracking the complete journey of the ticket to know where the issue is blocked.
- Setting up quick automations over the UI, no need for technical stuffs.
- Adding customized widgets that can be accessed by agents for solving the tickets quickly.
- Over the API exposure, there is no API to pull bulk data which seems a bit odd.
- POST API response time, it takes around 4-5 secs to create a ticket, which is ridiculous. And there is also a lag in API responses.
- Improving the collaborator roles, just updating the status and automation not working for them doesn't make sense.
- Customization for custom widgets, currently, one has to restrict it to the left panel, with no provision to increase the width.
We use Freshdesk to deal with inbound emails, Facebook messages, and in-app from our end consumers. We receive 30 to 100 tickets on a regular basis and up to 200 tickets on what we deem critical days which can be 4 to 6 times a month. Initially, we had two people on our helpdesk so we had to find a ticketing platform that can support automations.
- Automations.
- Easy to use.
- Analytics.
- AI support for automatic ticket priority assignment.
August 09, 2022
Freshdesk's Pros and Cons.
I use FD to effectively and efficiently segregate inquiries according to the service groups they fall in. I've personalized FD for a more customer-focused approach. As the company grows, so make customer inquiries via email. FD provides a good platform that helps us respond and provide suggestions/solutions in a systematic and timely way.
- Agent-level UI personalization.
- Dynamic search capability.
- Canned Responses.
- Further personalization of the UI.
- Native dark mode.
- It would be more ok if FD scales well on higher resolution screens (1440p or higher).
August 09, 2022
Good Ticketing Platform with Certain Limitations.
We use Freshdesk's ticketing system to field all external inquiries from our customers, which range from general questions all the way to product-specific and API-related items. Our Support, Product, and Client Management teams are all on the platform, and there is a lot of cross-team interaction there. In addition to the ticketing system, we also use Freshdesk's Help Center, CRM, and Reporting tools.
- There is a good amount of functionality available compared to other platforms.
- Pricing is competitive for the amount of features that you get.
- Support is 24/5 and you can contact them via Phone or Email.
- API Documentation is a bit stale/unclear, and that delayed our ticket migration by several months.
- Bug reports and feature requests don't seem to get implemented or fixed very quickly, if ever. The platform isn't rife with bugs, but there are definitely some that should be addressed.
- Their Support Team lacks access to any client data, and they have to ask us to add them manually to our account because of that (the first time I have ever seen this). We can't do that because we use SSO, so we often have to send them screenshots and video grabs, which slows down the Support process considerably.
- They can't host files or videos on their Help Center, which means you need to have those hosted on your own server.
August 08, 2022
Freshdesk feel lightweight and easy to use, but there's a lot of capability beneath the hood.
Freshdesk is used as our IT helpdesk to support our users across the company. It is a great way of keeping track of issues, prioritizing cases, delegating work, and auditing actions are taken. The reporting is also very helpful at letting us pick up on key areas we can improve with things like user training to develop our systems and avoid falling into a constant loop of "fire fighting".
- Ticket history.
- Reporting
- Customization
- The reporting could be a bit better, but it does what we need. We then put it into a PowerBI dashboard for the full reports to Directors.
August 05, 2022
Freshdesk added value to our company
We use Freshdesk as a ticketing system to reply to the emails that we receive from the guests. We use Freshdesk to answer guest queries from all over the globe. It helped us to know the volume and type of queries we receive from different geographies. We have created different country-wise dashboards which help us to monitor them closely and separately.
- Creating automation rules according to emails received
- Analytics according to tickets created
- Automating ticket reply according to emails
- Canned responses, child tickets creation
- Escalating the ticket according to SLAs defined
- If you need any development, they send it to third-party vendors
- They charge a lot for any small development
- Should have a feature to extract the data from the mail description
August 02, 2022
Satisfied Freshdesk Customer
Score 9 out of 10
Vetted Review
Verified User
All support previously was manual, with direct calls to support staff. We implemented Freshdesk to automate the front end of the Help Desk process. Presently only have 20 customers, but with two larger contracts coming onboard, we needed the ability to scale.
- Onboarding process was superb
- Automation of emails, tasks and FAQs are very good
- Simple to start up with the tool, was fully operational within 2 weeks
- Reporting, can't generate the exact report I want in terms of end users specific issues.
- Sales - a little bit of a hard push to upgrade to the next level, and when we did, they tried to push us to the next level. In hindsight, the level we are at is the one we needed, so in reality, it was the right call by Sales.
July 28, 2022
Frehdesk as a backbone for customer success
We manage all the incidents and issues with the end users of our product through Freshdesk. We also coordinate some internal requests like field services and parts approvals through Freshdesk. We are currently creating a knowledge base and user guide using the tool. We are taking advantage of their Omni channel solutions to address user's requests.
- Whatsapp for business integration
- Messaging
- Forums
- Knowledgebase
- Call center integration with the overall solution
- Help documentation available.
- Lack of customization on levels of access for customers
July 21, 2022
Fresh out the box its ready to use
We use Freshdesk for our ticketing system. It helps us keep a good handle on our SLAs to our customers. The system also sends automatic responses to customers letting them know we are looking into their issues.
- SLA Tracking
- Auto responses to incoming requests
- Out of hours responses to customes
- Mutiple ticket queues per instance
- better outlook inegration