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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

The Best CRM solution on the Market.

Rating: 10 out of 10
September 19, 2024
IncentivizedVetted ReviewVerified User
We use Freshdesk as our CRM. We also use Freshchat, which is our Chat Support Platform. We have integrated Exotel, which is our Telephony solution, with Freshdesk, and it help...
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Athul Sivadas
Manager - Customer Service
Senior Manager - CRM
Bolt.Earth
Freshdesk3 years of experience
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How Freshdesk Differs From Its Competitors

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

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

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

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

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

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

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

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

Yes, it is very helpful in providing fast and easy resolutions within the timelines and this enhances the productivity within the company also we can view the client feedbacks and they receives the automated emails for the responses which are pending from their end to proceed further which gives a …
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Customer Satisfaction

Our end-user satisfaction rates are maintained in the high 90%. This is due to quick responses from agents as well as accurate automated responses, which are tailored over time based upon our needs.
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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

Freshdesk has helped businesses to retain and serve their customers on the omnichannel desired platforms and achieve their business goals easily. I do not think that the AI-powered capabilities have been much more effective with Freshdesk like Freshworks CRM. However, omnichannel support makes it …
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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

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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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 228)

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.

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.

Customer Support: Faster and Better

Rating: 9 out of 10
Incentivized
December 14, 2024
Use Cases and Deployment Scope
We are using Freshdesk to manage the complete customer support system.
From the time a customer writes an email to us asking for help, gets a ticket created for the same, gets the ticket assigned to an agent who has the bandwidth, and then the resolution of the issue by the agent and marking it as resolved, Freshdesk does it all
Pros
  • Ticket Creation & Assignment to the agent who is free
  • Agent Operations Management & Task Management
  • Reporting on the issues that customers have been facing and how we are resolving those inc the time taken to resolve
  • Collecting feedback on issues resolved by customers
Cons
  • The current analytics capabilities of Freshdesk are limited and if I have to get insights, data needs to be downloaded and manual efforts are needed
  • Auto escalation of tickets which are not getting resolved in time is not very effective
  • There is no auto sentiment check that is happening based on the conversation between the customer and the support agent
Likelihood to Recommend
Very well suited for complete support management, and task allocation. Very intuitive and easy-to-use interface. Has decent set of reporting features to know what is happening with your cusotmers and how their issues are getting resolved.

It needs improvement in sentiment identification, escalations management, analytics for management reporting and making life of agents easy.

Organize customer support with Freshdesk!

Rating: 9 out of 10
April 20, 2019
Use Cases and Deployment Scope
We are using Freshdesk as the hub of our client service process for the whole organizations. Our goal is to have all electronic communications go through Freshdesk and then assign the tickets once they are reviewed. This solves the problem of client communications being buried in our associate's email boxes.
Pros
  • Freshdesk is a great repository for communications from customers, leads, etc.
  • Freshdesk allows communications from many different channels.
  • The application is totally cloud-based.
Cons
  • I would like the ability to customize default information to fit my industry.
  • Include more social network channels.
  • Increase the number of integrations.
Likelihood to Recommend
Well suited to serve as a help desk/customer support tool that can be used with remote or contract workers. It is designed for e-commerce type businesses but you can adapt Freshdesk's workflow to maximize the value.

Good platform for Customer support - Freshdesk.

Rating: 7 out of 10
Incentivized
September 22, 2024
Verified User
Administrator in Information Technology
Information Technology & Services Company, 1001-5000 employees
Vetted Review
Verified User
Freshdesk
3 years of experience
Use Cases and Deployment Scope
We use Freshdesk for our Employee Support team, which supports our external employees and consultants regarding their employment extensions, timesheets, attendance, salary issues, etc. Our team records all concerns received from external employees and consultants and resolves their queries.
Pros
  • With the help of automation, we can automate rules according to business needs.
  • Freshdesk allows to create custom fields in requester and agent field.
  • It is integrated with many applications, like MS Teams, so if a new ticket or updates related to an existing ticket come in, we can get updated in the MS Teams chat.
Cons
  • There should be a better free version of integration with Ringcentral and zoom.
Likelihood to Recommend
Freshdesk allows multiple channels to manage customer interactions, making it easier for the team to efficiently manage and respond to customer queries. However, there is a limitation to viewing old tickets. After reaching a specific volume of tickets, they are archived, and we cannot see them in the portal.
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