Skip to main content
TrustRadius
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…

Read more

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...
Continue reading
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...
Continue reading
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...
Continue reading
Kaley White
Analyst - Other
Data Analyst, Regulatory Affairs and Quality Assurance
Limbus AI
Freshdesk2 years of experience
Verified on LinkedIn

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...
Continue reading
Athul Sivadas
Manager - Customer Service
Senior Manager - CRM
Bolt.Earth
Freshdesk3 years of experience

Freshdesk - A Must Have Software For Any SAAS Company

Rating: 6 out of 10
September 12, 2024
IncentivizedVetted ReviewVerified User
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 o...
Continue reading
Luke Kadillak
Project Manager - Professional Services
Product Innovation Manager
CAKE (getCAKE.com)
Freshdesk6 years of experience
Log in with LinkedIn to see content from your network

How Freshdesk Differs From Its Competitors

Customer Satisfaction

We have been using Freshdesk as our support platform for a few years and it's been great. From the neat UI design to the easy and robust customization of the product; it's been a pleasurable experience all around and has helped increased our customer satisfaction/retention rate.
Continue reading

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 …
Continue reading

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.
Continue reading

Customer Satisfaction

We really like the automation options in freshdesk. They allow us to do things like suggest certain support articles when people search for certain terms on the support site, and when people email us with support queries we can auto-reply with suggested solutions. It helps with the support and …
Continue reading

Customer Satisfaction

Freshdesk does help us serve customers quickly via canned responses, automation, automatic ticket routing, and tagging. Fast service via Freshdesk (email) satisfies 90% of customers over the phone support, and I do not think we could have gone full email support without a platform like Freshdesk.
Continue reading

Customer Satisfaction

Unfortunately, this is not a question that I can answer in any detail since we have only been using Freshdesk for about six months and we were not using any customer ticketing service before Freshdesk and so cannot make any comparisons. On the other hand, we have not received any complaints about …
Continue reading

Customer Satisfaction

Freshdesk has definitely helped us increase customer satisfaction. The ability to respond quickly and easily means customers are happier. However, we do not use the full suite of Freshdesk, so hard for me to comment on all functionalities, but the email and chat functions I use are perfect for …
Continue reading

Customer Satisfaction

Our Customers are able to get their ticket routed quickly and efficiently thanks to the automatic ticket assignment and balancing between Technicians and Specialists. This helps get our response times down low and get the ticket resolved within 3 hours usually. Customers are extremely thankful …
Continue reading

Customer Satisfaction

With the help of ticketing automation, we were able to delegate our redundant ticketing tasks to Freshdesk and focus on our customers. We have a consistently excellent customer effort survey rating.
Continue reading

Customer Satisfaction

Freshdesk provides us with support that guarantees quick responses, issue tracking, communication, and quick satisfaction of customer needs. Our clients are very satisfied with the use of this platform in our company.
Continue reading

Customer Satisfaction

In a certain way Fresh has helped us with the satisfaction of customers. We have the fresdesk as a knowledge database (internal solutions, articles, canned responses) but it's a useful platform to re-use answers or find similar user problems. As each ticket can be assigned to an agent, group, …
Continue reading

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 …
Continue reading

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, …
Continue reading

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 …
Continue reading

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

Return to navigation

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
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.5
Avg 8.0

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 7.7
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 241)

Freshdesk - Simple and Easy to use. Easy to expand. Reporting could use enhancing.

Rating: 9 out of 10
Incentivized
November 21, 2018
GP
Gary Pope
Sr Manager of Business Intelligence
Wireless Vision (Wireless, 5001-10,000 employees)
Vetted Review
Verified User
Freshdesk
1 year of experience
View profile
Use Cases and Deployment Scope
We started using Freshdesk about a year ago and it was just for use in our IT department to track issues and enhancement requests. It was so useful and liked that several other departments became very interested in it. It was expanded to our commissions department, HR and accounting rapidly. We are actively developing integrations with outside partners so we have one location for users to go to address their issues or requests, even with the solution is completed outside our company walls.
Pros
  • We use Freshdesk to track issues that are reported to us. We want to make sure that nothing falls through the cracks.
  • We also use Freshdesk to store our knowledge base articles so that there is one place to go to for finding solutions to individuals issues. These articles can also be published to the self service portal.
  • We like how Freshdesk allows us to distribute the workload among our agents. The reporting allows us to see who is carrying their load and who is not. The numbers just don't lie.
Cons
  • There is a bit of work and technical expertise needed when doing API calls to pull and push information automatically into and out of Freshdesk. The good news is that they have the API to allow this.
  • There were times we struggled getting the automatic assignment of tickets to go to the right location using the dispatcher. We found the order of the rules makes a huge difference.
  • It does take a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets it gets easier.
Likelihood to Recommend
First - the set up and roll out of the solution is really simple. Nothing to install - just configuration and you are off and running. Second - it does give you lots of ways to interact with your customers. Email and self service are both supported. It was also pretty easy for us to roll out the solution to other departments. Once we had a couple departments using it, others were knocking on our door.

In our specific situation, we needed a way to track issues being reported to the IT group. We wanted something simple to use but had enough bells and whistles to track what we needed to track.

Intuitive, Easy to Use

Rating: 9 out of 10
Incentivized
September 09, 2024
Verified User
Consultant in Information Technology
Information Technology & Services Company, 1-10 employees
Vetted Review
Verified User
Freshdesk
4 years of experience
Use Cases and Deployment Scope
We are been using Freshdesk for a number of years now. It's been helpful in terms of managing the huge number of incidents and requests we receive from our clients. We are love the alerts that come into our inboxes when a ticket is raised or updated. Also the ability to be able to add notes to each other within the team.
Pros
  • Ability to add notes to each other in the team to keep track of the thread.
  • The ability for any team member to be able to respond to a ticket
  • The customisable alerts that are received in the mailboxes of the team.
Cons
  • Remove the limit on the number of Agents
  • The product is great, but the support, it takes days to get a respond
  • Automation of reports would be nice to have
Likelihood to Recommend
Overall, our experience has definitely been very positive since we have been using Freshdesk. The analytics feature seems good, although my first experience with it was not great.

Freshdesk is fresh and easy to use!

Rating: 10 out of 10
Incentivized
January 25, 2019
Use Cases and Deployment Scope
Freshdesk is being used by our inbound technical support team. We can receive emails even outside of business hours when our phone lines are off. It then allows us to set parameters to make sure our support team is getting back to customers as quickly as possible. It is user-friendly.
Pros
  • Email
  • Social media
  • Self service
Cons
  • Formatting in emails
  • Formatting for FAQs
Likelihood to Recommend
Freshdesk is perfect for our support team of about 15 people with 3 different shifts. I'm not sure it would be well suited for a very large team, but I personally haven't used some of the functions that were developed for that. Its been a great way to manage our inbound tickets and make sure our employees are being productive as they all work from home.

Excellent and easy to use support software

Rating: 10 out of 10
Incentivized
July 25, 2023
Verified User
Director in Professional Services
Arts & Crafts Company, 1-10 employees
Vetted Review
Verified User
Freshdesk
10 years of experience
Use Cases and Deployment Scope
The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of issues. It allows you to effectively track a large number of customer interactions and easily manage them. We manage about 49 interactions per week and this product makes it easy to keep track of all tge conversations
Pros
  • canned responses for fast replies
  • manage a database of FAQs
  • makes it easy to look up customer past interactions and track conversations
Cons
  • In my expereince, attaching images is difficult as you can't easily preview them
Likelihood to Recommend
it is great for teams of customer support people and for small businesses . You can track issues and categorize them into different groups . This lets you do some later data analysis so you can see which type of issues are mostly coming up, and you can then give these issues more priority for fixing.

Simple, easy to use CRM for emerging businesses

Rating: 6 out of 10
Incentivized
April 25, 2021
Verified User
Account Manager in Customer Service
Hospitality Company, 51-200 employees
Vetted Review
Verified User
Freshdesk
1 year of experience
Use Cases and Deployment Scope
Freshdesk was previously used within our company as our CRM, external email software, and to create tickets between teams. Although primarily used by our client-facing functions, most teams within the business have some day to day use of Freshdesk. We have since moved on to to use Salesforce for these functions.
Pros
  • Very user friendly.
  • Easy logical flow.
  • We experienced very little technical issues.
Cons
  • There is a lot of missing functionality compared to Salesforce.
  • There are very limited reporting functions.
  • Mobile access on the go could be improved.
Likelihood to Recommend
If you are a small company looking to start out with a basic CRM then I think Freshdesk is a really great user-friendly option. However, if you require more functions such as productivity reporting of agents and the ability to integrate other software within your CRM then I believe there are better options out there.
Return to navigation