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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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Learn from top reviewers

Freshdesk really get's the job done - easily!

Rating: 8 out of 10
February 11, 2025
IncentivizedVetted ReviewVerified User
We use Freshdesk to handle incoming issues, requests and questions from our customers in a ticketing format. Freshdesk enables us to handle this traffic with a small team, a...
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Anders Reve
Vice-President - Customer Service
VP of Enablement
boost.ai
Freshdesk2 years of experience

Freshdesk is a good choice for a ticketing solution

Rating: 8 out of 10
January 24, 2025
IncentivizedVetted ReviewVerified User
We use Freshdesk as a ticketing solution, in order to organize and distribute all requests from our employees that are sended to my team through an e-mail address. Most of thi...
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Luiz Eduardo Garcia
Manager - Information Technology
System Administrator
JET e-business
Freshdesk5 years of experience

Works for small companies

Rating: 5 out of 10
November 23, 2024
IncentivizedVetted ReviewVerified User
As customer support for a healthcare SaaS product, I used Freshdesk to manage customer tickets, make knowledgebase articles available to customers, and moderate user forums. F...
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Kaley White
Analyst - Other
Data Analyst, Regulatory Affairs and Quality Assurance
Limbus AI
Freshdesk2 years of experience
Verified on LinkedIn

Freshdesk is the Best

Rating: 10 out of 10
November 21, 2024
IncentivizedVetted ReviewVerified User
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 helpde...
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Neil Hall
Manager - Information Technology
IT Manager
St Edward's School
Freshdesk2 years of experience

Freshdesk : A Masterpiece and value for money.

Rating: 10 out of 10
November 1, 2024
IncentivizedVetted ReviewVerified User
Our organization utilizes Freshdesk as a comprehensive customer support platform to streamline and enhance our customer service operations. It plays a key role in addressing s...
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Monish Mehta
Manager - Customer Service
Senior Ops Manager
Pharmarack Technologies
Freshdesk4 years of experience
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How Freshdesk Differs From Its Competitors

Customer Satisfaction

Freshdesk has helped to improve the way we serve our customers. Our end users usually don’t have access to email or a web browser, so for us, it was imperative to add WhatsApp as a communication channel. Freshdesk allowed us to integrate WhatsApp practically out of the box, without any major …
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Customer Satisfaction

Actually, we haven't yet used those advanced features because our clients are inside clients from our organization, so they do not come and go. However, they appreciate the new system that is much better than having simple emails responses as we did before getting Freshdesk in place in our IT team.
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Customer Satisfaction

It would be hard to say anything about customer retention being increased by using Freshdesk, but it is likely helping in this area. Closing out their tickets promptly and well does make happy customers. The Twitter integration is not ideal, but it's a helpful tool when someone DMs you for help or …
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Customer Satisfaction

Overall customer satisfaction has been about the same since we moved to Freshdesk. With Help Scout we were able to have our Satisfaction Survey linked in every email and we can't do that on FD, so we send external emails once tickets are resolved and that's fine. I will say that their Freddy AI …
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Customer Satisfaction

Definitely, Freshdesk helps me answer customer inquiries quickly, and this results in higher customer satisfaction and retention. We only use email as our means of customer support, yet thru Freshdesk, such a non-voice communication platform allows us to connect with customers on a more personal …
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Customer Satisfaction

I think Freshdesk as a tool like any other is what you make of it, essentially before I was the administrator we used it like a glorified email inbox, we are bit by bit making it work better for us as we learn by doing, the tools available give a great reign on how we manage our ticket volume, …
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Customer Satisfaction

Yes, it has helped us a lot to receive the tickets from different platforms. Automation has also helped us to reply to guest requests more efficiently and swiftly. Customer satisfaction doesn't have much relevance in our case because the third-party booking websites don't allow us to send the …
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Customer Satisfaction

Freshdesk is being used as a learning platform for students and not actively trying to increase customer satisfaction and or retention. That said, staff around center have been really happy to have an extra 10 IT techs on center to assist them with general information. From plugging in computers …
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Customer Satisfaction

We had an incident in which downgrading our plan caused problems with a custom web hook. It took weeks for customer service to properly identify the problem. It was a frustrating experience that resulted in quite a bit of down time. We had to initiate several help tickets because various agents …
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Customer Satisfaction

The automatons have certainly helped us when dealing with tickets and prioritizing. Some issues are even sorted without the need for a technician's intervention! We probably only use quite basic parts, to be honest, but it does help to have tickets come in automatically tagged/grouped and …
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Customer Satisfaction

Freshdesk has helped increase customer satisfaction by a couple different ways. One, which we have just started to implement directly into our UI is the FreshChat option. Customers have quickly gravitated towards using this in app chat option and are very happy with how responsive our team is able …
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Customer Satisfaction

For customer satisfaction, there is an improvement in CSAT, around 80%. The reason this happened is that using the Knowledge base can be used as self-help for customers. Automatically escalating priority issues to a particular team using AI automation. Dependency reports and setting rules to …
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Customer Satisfaction

Since we started taking advantage of Freshdesk’s automation features, we were able to shift our focus to spending the extra time on complex tickets and adding personal touches on our interactions with our end consumers. This lead to consisten positive feedback from our users that we were efficient …
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Customer Satisfaction

Engaged customers raved about our knowledgebase articles, but it was nevertheless difficult to get customers to try the portal, largely because the account creation and login process is so cumbersome. However, the article suggestion feature is nice, and canned responses noticeably decreased agent …
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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

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Pricing

View all pricing

Free

$0

Cloud
Up to 2 agents

Growth

$15

Cloud
per month (billed annually) per agent

Pro

$49

Cloud
per month (billed annually) 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

8.5
Avg 8.1

Self Help Community

Features that allow customers to self-service for support issues.

8
Avg 7.8

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.

8.4
Avg 7.8
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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 Competitors

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 Email support highest, with a score of 9.1.

The most common users of Freshdesk are from Small Businesses (1-50 employees).
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Comparisons

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 45)

A great option for solopreneurs

Rating: 9 out of 10
Incentivized
April 14, 2023
Verified User
Director in Marketing
E-Learning Company, 1-10 employees
Vetted Review
Verified User
Freshdesk
1 year of experience
Use Cases and Deployment Scope
I use Freshdesk to handle customer inquiries and support.
Pros
  • Creating a clear process for addressing enquiries
  • Easy of use
  • Pleasant interface
Cons
  • Roles, this was a bit confusing setting up email notifications.
Likelihood to Recommend
Great for a Solopreneur needing a support desk that offers a free level while the business is still small.

Frehdesk as a backbone for customer success

Rating: 8 out of 10
Incentivized
July 28, 2022
Verified User
Strategist in Customer Service
Electrical & Electronic Manufacturing Company, 51-200 employees
Vetted Review
Verified User
Freshdesk
1 year of experience
Use Cases and Deployment Scope
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.
Pros
  • Whatsapp for business integration
  • Messaging
  • Forums
  • Knowledgebase
Cons
  • Call center integration with the overall solution
  • Help documentation available.
  • Lack of customization on levels of access for customers
Likelihood to Recommend
Freshdesk is quite suitable for email support. Their Omni channel solution is very competent, even with some needed areas of improvement. It’s a bit lacking in B2B scenarios where you might need different levels of access for your customer roles. Also, there’s a lot of room for improvement in their documentation. Even when the basic implementation is quite straightforward, the learning curve gets steep once you start implementing more advanced features. It can get confusing when using multiple channels.

A fresh look at Freshdesk

Rating: 9 out of 10
Incentivized
January 10, 2023
Verified User
C-Level Executive in Other
Information Technology & Services Company, 1-10 employees
Vetted Review
Verified User
Freshdesk
3 years of experience
Use Cases and Deployment Scope
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.
Pros
  • 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
Cons
  • 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.
Likelihood to Recommend
The free tier is awesome and very useful for startup companies in the tech space.

Freshdesk for team efficiency!

Rating: 10 out of 10
Incentivized
January 16, 2020
JH
Jennifer Hess
Designer, Developer & CEO
SOFO STUDIOS, LLC (Graphic Design, 1-10 employees)
Vetted Review
Verified User
Freshdesk
3 years of experience
View profile
Use Cases and Deployment Scope
We use Freshdesk to aggregate support requests from clients. I've added several key members of my team as Agents, so tickets can be assigned directly to them and they can communicate directly with the client for resolution. Freshdesk streamlines team communication and allows for expedient resolution of client issues. Agents can tag each other in notes and easily hand-off or collaborate as needed. It also allows clients to feel confident that a member of the team will be monitoring the support inbox, whether I'm directly involved or not. Adding my team to Freshdesk provides me the flexibility to run my business without being overwhelmed by it, so I can do things like travel or manage other projects without being derailed by daily requests. My team includes a WordPress support technician, a developer, myself (business owner/designer/developer) and typically a project manager who can field/assign requests to specific team members as needed. However, I have it set so that Agents can see all tickets that come through, so they can pick them up as they see fit, without relying on designated assignments.
Pros
  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
Cons
  • The login solution drives me nuts. As an Agent, I have to login at a separate domain than my branded portal, which is confusing for new team members and adds several steps to the login process. This is particularly cumbersome when trying to use 3rd party integrations that require Freshdesk login (like Shift App for Gmail).
  • Integration with Asana is clunky and doesn't allow for easy use when there are a lot of clients/projects in Asana, so we end up just manually adding tickets as tasks in Asana.
  • A style refresh to the client-side portal would be great. It's a bit clunky and even with customizations, the default solution feels a bit dated.
Likelihood to Recommend
Freshdesk is great for support ticketing, FAQs, and items that can be easily reviewed, addressed and resolved. It's not ideal for lengthier conversations or long-term projects, as it could get difficult to track multiple conversations or use the SLA notification features since long-term projects will typically have different duration parameters. Though the ability to merge tickets & edit subject lines in Freshdesk is helpful (I wish Gmail would let me merge conversations!).

Additionally, I have another client who attempted to use Freshdesk as both a support portal and CRM solution, which didn't work well. It's ideal if all communication runs through Freshdesk, so it can be tracked and monitored. If leads are coming into Freshdesk, and then managed offline, there's a tendency to have a lot of open/unresolved 'tickets' because users don't want to bounce back and forth. However, I believe Freshworks offers a CRM solution, so that would likely be the best way to go for CRM needs (though I've not used it).

Excellent automation and streamlining features!

Rating: 8 out of 10
Incentivized
September 24, 2024
Verified User
Professional in Customer Service
Computer Software Company, 1001-5000 employees
Vetted Review
Verified User
Freshdesk
1 year of experience
Use Cases and Deployment Scope
Freshdesk is used daily by the team to bring together inquiries from multiple channels so that agents find their work in one location. It allows us to automate repetitive tasks and customize tracking techniques, allowing agents to work in a way that makes sense to them. The system allows us to collaborate across teams, and the search function makes creating reports and tracking trends very easy.
Pros
  • Bringing tickets from multiple locations to one place
  • Storing and organizing templates
  • Allowing personalization of tagging features
Cons
  • Updating articles in the FAQ/solutions area
  • Customizing email subject lines
  • Merging tickets
Likelihood to Recommend
Ticket tracking is excellent, and the system allows for many personalization features so that the software can be tailored for the team's goals. Scenarios and canned responses are time-savers and can be saved for all agents. Sometimes ticket merging can be confusing and time-consuming, but notes allow for clear summaries so that information is not lost.
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