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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

Being able to receive all incoming emails, support tickets, and Facebook messages in one place was great for ensuring customers were responded to in a timely manner. From the customer feedback survey results, it was clear that this product, combined with good customer service from the team members …
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Customer Satisfaction

Freshdesk has helped our organization to rapidly evolve in terms of customer support and success and also helped to smoothen internal processes to a great extent. To sum up, the implementation has resulted in achieving an improved NPS and increased business across different LOBs. Technologies such …
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Customer Satisfaction

The IVR menu and the chatbot flows help the customers find some answers before they connect to the support team. The self-service tools are strengthened by this AI-powered automation and I really like them. The omnichannel system helps agents see the whole case from a center. Merging the tickets …
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Customer Satisfaction

We are using the individual Freshdesk and Freshcaller products, not the Omni setup. We've only set up limited information so far on the helpdesk, but we've found that the suggested articles don't always bear a strong correlation to the one being viewed. It would be helpful to set these manually, …
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Customer Satisfaction

They have definitely helped increase customer satisfaction. We use FreshDesk for website portal tickets and internal tickets and we convert our incoming calls to tickets manually. We do not currently use the FreshCaller product so unable to comment on that product. Their ticketing system is state …
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Customer Satisfaction

Freshdesk's omnichannel support suite and AI-driven automations have significantly boosted our customer satisfaction. By offering support across various channels and swiftly resolving issues through preferred communication methods, it has notably enhanced customer retention. The platform'…
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Customer Satisfaction

Businesses that integrate Freshdesk have observed favorable effects on both customer satisfaction and retention. The comprehensive omnichannel support suite allows organizations to interact with customers via their chosen communication channels, establishing a smooth and responsive support …
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Customer Satisfaction

This I am unable to comment on, I would like to think that with our expert Customer Service Support staff, and the quicker resolution that yes it has, but without having the information on what it was like prior to Freshdesk I cannot honestly answer.
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Customer Satisfaction

I have only use the automation in terms of the initial ticket creation however, I can see how it can benefit. One thing that I notice is the closing of tickets to customers who don't respond. It gets there attention when they get the notification.
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Customer Satisfaction

Yes completed agreed that Freshdesk has helped us to achieve customer satisfaction. With fast ticket creation, agent assigning, knowledge base tool, social media integration, etc it helped us to resolve customer queries in a proper way. With canned responses, it is easy for agents to reply to …
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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

Freshdesk's omnichannel customer support suite and AI-powered automation have positively impacted our business by improving customer satisfaction and retention. With its ability to integrate multiple communication channels—such as email, chat, and phone—into a single platform, our team can provide …
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Customer Satisfaction

No. Infact it was a disappointing experience. On one hand there is a heavy cost associated with using the bot, on other hand, the functionality of the bot couldn't be greatly appreciated as it does a basic job a submitting a ticket, which otherwise customers can do it themselves. The number of use …
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Customer Satisfaction

We use bots that can resolve a number of questions without agents' involvement.
Canned responses in chat help to reduce response time.
Topics help to assign specific questions to skilled agents.
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Customer Satisfaction

We are yet to fully appreciate the AI-powered automation within Freshdesk but are working within the constraints of our growing customer base to offset the increase in client contact. It has helped bring our customers closer to a resolution for contact by first providing information from within …
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Customer Satisfaction

The AI Automations are typically to match the incoming ticket to some support article in the KB. But the only way the AI knows is if you train it. The way to train it is to think up other words for the same article topic and save them for the AI to "know about." This is some heavy lifting. if this …
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Customer Satisfaction

Freshdesk has certainly helped with customer satisfaction, as queries are handled by the right team, quickly and efficiently, with no overlap or miscommunication. The workload is more transparent, meaning that it is clear who is handling which tickets, and therefore the queries are handled faster …
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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.

8.1
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 Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 203)

Great support management platform

Rating: 10 out of 10
Incentivized
November 17, 2018
Verified User
Engineer in Engineering
Health, Wellness and Fitness Company, 1-10 employees
Vetted Review
Verified User
Freshdesk
2 years of experience
Use Cases and Deployment Scope
Freshdesk is our primary customer support platform - we use Freshdesk to handle multiple channels (web, chat, email) of support for our various web products. Freshdesk offers a clean, effective, and affordable ticketing and support management solution that allows us to effectively support numerous products and communicate with all of our customers.
Pros
  • Free trial for any business to get going and try it out
  • Web interface is clean, fast, and easy to use
  • Pricing is fair and affordable + scales nicely
  • Ecosystem of additional Freshworks products is developing nicely
Cons
  • Per agent pricing might be prohibitive for certain team sizes / situations depending on company stage
  • Some areas such as user groups and contact management can be confusing / could be improved
Likelihood to Recommend
Given the wide range of Freshworks products and integrations, Freshdesk is appropriate for various situations: from a company that just needs a simple email support/ticketing system to one managing multiple support channels and products, integration with sales teams, and more. I recommend exploring the feature set with the free trial and seeing how it works.

Straightforward Support Desk Software

Rating: 8 out of 10
Incentivized
April 30, 2021
Verified User
Executive in Marketing
E-Learning Company, 1-10 employees
Vetted Review
Verified User
Freshdesk
3 years of experience
Use Cases and Deployment Scope
We needed a help desk solution for a small team at a website hosting and support startup. We needed a solution to help ensure that support requests didn't slip through the cracks and go un answered, and Freshdesk helped us gather and process support requests from our customers and respond to them in a timely manner.
Pros
  • Receive support requests from multiple channels
  • Organize and assign requests to team members
  • Follow up on requests and ensure they are completed
Cons
  • Freshdesk met all of our needs.
Likelihood to Recommend
I expected it to be overkill for a small team, but it was perfect, and I suspect that it would scale to larger teams as well. Freshdesk is ideal for teams on the go, too. I used their mobile app to respond to support requests while I was traveling, and could respond quickly when requests came in via push notifications.

Freshdesk for customer support

Rating: 8 out of 10
Incentivized
July 18, 2022
Use Cases and Deployment Scope
The Freshdesk platform, part of the Freshworks suite, was used for incoming support tickets and emails as well as for sending outgoing emails to customers. Incoming tickets were sorted by priority and we were then assigned to the correct team for processing and responding appropriately. They could also be escalated to senior management if required.
Pros
  • Triaging ticket priority
  • Assigning tickets tothe appropriate teams and individuals
  • The ability to save and use Canned responses for frequently asked questions
  • Lots of filtering options to find tickets
Cons
  • A lot of the preset filtering options weren't useful however, the custom options you could set were perfect
  • It would be useful to have an option for marking tickets as spam
Likelihood to Recommend
Freshdesk was useful for managing the business's incoming support tickets and emails. If you have multiple teams, e.g. customer support, marketing, management, etc., It is useful to be able to allocate incoming correspondence accordingly. Anytime that support was required from Fresh works, they were very prompt and helpful.

Revolutionizing the Customer Support

Rating: 9 out of 10
Incentivized
September 15, 2022
AR
Aishwary Rajesh Mishra
Assistant Manager
SecureNow Tech Services Pvt. Ltd. (Insurance, 51-200 employees)
Vetted Review
Verified User
Freshdesk
2 years of experience
Use Cases and Deployment Scope
We utilize the user-friendly functionalities of Freshdesk for managing our Operations and Customer Support. The CRM offers multiple features that enable our agents to keep track of queries, add notes & tags, share across teams and resolve them in a timely manner. It also offers embedded forms, and responses to be sent to the requester along with the CSAT surveys, essentially helping us understand the general problems that our customers face while conversing/purchasing or engaging with us. Facilities such as scenario automation, merging of tickets, and custom statuses help us quickly take relevant actions in real-time to get the cases resolved within defined TAT.
Pros
  • Ticket Automations & Updates
  • CSAT
  • Link with Social Channels
  • Outbound Emails
  • Reports and Analytics
  • Performance Tracking
Cons
  • Portal Customization
  • Ticket Conversion of queries that land into SPAM folder of Mailbox
  • Dashboard Customization
  • Restricting Agents to edit credentials and signatures
Likelihood to Recommend
In terms of handling customer queries/issues/service and after-service requests, Freshdesk allows a variety of operational activities to be carried out on the tickets, and the user experience is very well designed so as to let the agents and supervisors work on the instance with ownership and high efficiency. The features offered are industry standard and are meant for Product Led Growth. It is well suited for rapid onboarding and scaling so you never have to worry when entering a fast-pacing environment. Freshdesk does not currently offer integration with the centralized phone numbers/call center applications in India so if the work you do in your organization is solely based on phone calls you better should look for other alternatives.

Prompt Support, Happy Customers

Rating: 10 out of 10
Incentivized
November 22, 2024
Verified User
Manager in Customer Service
Furniture Company, 51-200 employees
Vetted Review
Verified User
Freshdesk
2 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Automations
  • Performance metrics
  • Dispatching the tickets
Cons
  • The new analytics is hard to use
  • The chatbot requires addition payment
  • Row data is not working accordingly while analysing
Likelihood to Recommend
I can see the order history in the tickets. The call recordings and chat conversations are embedded in the tickets so I can listen to the issue in detail. These features are crucial when you have to make a decision. Otherwise, different inquiries can create confusion between the departments and personnel.
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