Customer Satisfaction
No, I don't believe the hype. There is ZERO "AI" here. Just some boilerplate automation.
Starting at $0 Up to 2 agents
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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…
Learn from top reviewers
Freshdesk is a good choice for a ticketing solution
Rating: 8 out of 10
January 24, 2025We 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...
Luiz Eduardo Garcia
Manager - Information Technology
System Administrator
JET e-business
5 years of experienceWorks for small companies
Rating: 5 out of 10
November 23, 2024As 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...
Kaley White
Analyst - Other
Data Analyst, Regulatory Affairs and Quality Assurance
Limbus AI
2 years of experienceVerified on LinkedIn
Freshdesk is the Best
Rating: 10 out of 10
November 21, 2024We 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...
The Best CRM solution on the Market.
Rating: 10 out of 10
September 19, 2024We 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...
Freshdesk - A Must Have Software For Any SAAS Company
Rating: 6 out of 10
September 12, 2024We 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...
Luke Kadillak
Project Manager - Professional Services
Product Innovation Manager
CAKE (getCAKE.com)
6 years of experience
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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
Features
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Product Details
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- Integrations
- Competitors
- Tech Details
- FAQs
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
- Intuit 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 Email support highest, with a score of 9.
The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews From Top Reviewers
(1-5 of 107)
Freshdesk – the all-in-one support centre.
Rating: 10 out of 10
September 19, 2014
MW
Vetted Review
Verified User
1 year of experience
Freshdesk is used by the support team within the organisation. It was implemented to replace the use of a group mailbox as the support team grew. The centralised management of support emails very quickly proved it's value. Since then we have also implemented the Solutions (Knowledge Base) tool as a core repository of guides for our user base, to complement the training resources we offer. The Forums section is being rolled out to major customers.
- Freshdesk's primary role as a central support email tool is it's key strength. One particular reason why I chose this over some other software was the fact that replies still looked like email and were not overloaded with 'Case Numbers' and 'Support details'.
- The Solutions pages are very easy to create and enable a considerable wealth of information to be made available to your user base. If you already have user guides these can be managed within the Solutions page to give you a core knowledge base.
- As we have grown, we have upgraded and now make use of the multiple email and multi-country features. This makes routing of support queries to the right members of the team very easy.
Cons
- While handling support emails is the primary strength of Freshdesk, there are a couple of things that can be frustrating. An email reply can have cc and bcc but if you need to reply to a different primary person, the only way to do this is to change the Original Requestor of the support. This is not ideal and a way to have email communications within the Support Ticket with someone else would be a major improvement.
- Similar to the first point, but to communicate with a third party concerning a ticket is not easy. This could be improved.
- There is multi-language support for auto generated emails, but it would be good if this could be extended to the Solutions pages.
A cloud-based helpdesk solution that is fairly easy to use
Rating: 9 out of 10
February 26, 2020
Vetted Review
Verified User
3 years of experience
It is only being used at the department level, not by the whole organization. It is being used mainly as a helpdesk system, for tracking requests from users. We have not really taken advantage of yet of some of the other features of the system, such as the knowledge base or forums. It addresses the business problem of having a good tracking system for keeping track of all user requests and being able to easily assign the requests to technicians, or other teams within the organization. It is a central place for not only keeping track of requests, but also adding notes for each request, and having a record of those.
- One thing it does well is it is pretty easy to use, without being too complicated. Most IT staff will be able to navigate around the program, without really having to consult the documentation on how to use.
- The general layout of the program is very good, with easy to use Filters, and a choice for the IT user to display a certain layout for all the requests on the page. They can choose between the table view and card view, with each having its advantages.
- Being that it's a web-based program, there has not really been too many instances (actually very few) in which the program has crashed or locked up. It generally works very well on a daily basis.
Cons
- One improvement can be is the integration between Freshdesk and Outlook. One feature that would be nice to have is drag 'n' drop functionality between dragging attachments from Outlook directly into a Note in Freshdesk. Currently, there is not this capability.
- Another improvement can be in being able to modify default roles, without having to create a whole new role, then assigning permissions. Especially, if you are looking at changing one or two things in a default role, this can save time with being able to do it within the default role
- It would be nice if there was the ability to delete the reply to the email address (if needed) when replying to someone within a note. Occasionally, you may intend to send the reply to someone else (and not the individual that shows in the To: field), but currently, there is not a way to delete this.
Freshdesk is the Fresh-est way to Help Desk
Rating: 10 out of 10
November 06, 2015
Vetted Review
Verified User
3 years of experience
We use Freshdesk as our help desk software. It is a single point of contact for all technical issues, problems, questions, or requests. We also use it to manage our information technology projects. It is only used in the IT department currently, but this could change in the future based on need. The staff uses it and likes it a lot. Other departments have come to us and asked if it could work for them as well. The main goal of using Freshdesk is to address the information technology issues as they arise. Secondary to that is the knowledge base. We use this to communicate information to our employees and users.
- Setup is extremely easy. There could not be a quicker setup. They guide you through the entire process and the interface is very intuitive.
- Our users love the ability to send an email and create a ticket. We have also received feedback stating that they love that there is transparency during problem resolution. The customer portal shows the public information for the ticket that the user can log into and see the ticket with the notes. Another added benefit to this is the native chat feature. Users can have their issue resolved much quicker than sending an email in most cases.
- The gamification for the agents was a key feature that made Freshdesk successful for us. It drove friendly competition between technicians to do a good job and have pride in their point totals.
- The ability to run reports for ticket resolution time, first call resolution, ticket closure rates, SLA goals met, etc., is a great feature. I would use this to show my supervisors the amount of work that was being done. We could then have quantifiable data to drive improvements.
Cons
- There are times when a user replies that it creates a new ticket. This could be due to the Microsoft Exchange settings, or it could be the way that the user replies. I would like to see Freshdesk be able to see the ticket number in the subject line of the email and place it with the appropriate ticket.
- The pricing is a little on the expensive side for the Estate option for some companies. I have had problems with upper management seeing the cost and suggesting that we use a software with a one time payment option rather than a service or subscription.
- I would like to see more gamification "missions" or goals for the technicians out of the box. Freshdesk includes 4, but more built in goals would be beneficial.
First choice for a quick support channel
Rating: 8 out of 10
November 21, 2018
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Vetted Review
Verified User
1 year of experience
Since we are in the technology department of organization we receive many requests to resolve tech issues by employees. so that we are using Freshdesk for raising tickets and resolving the issue through the platform. We also made many knowledge bases which decrease the number of tickets we receive in a day. We also build a knowledge base(KB) that contains known issues in the various applications used in the organization.
- Automated ticket generation and sent customize templates.
- Build a knowledge base with unlimited categories.
- The suggestion in ticket creation: suggest and knowledge base page when I tried to create a new ticket, if a subject word match in any KB.
Cons
- We haven't found very many cons but I think it should have theme feature so that we can customize theme on the Freshdesk site because in few sections like resolved tickets very less visible in all tickets.
- Need more customization features for support portal like increasing fields etc.
Freshdesk's free platform is great to use and easy to setup.
Rating: 9 out of 10
January 13, 2023
Vetted Review
Verified User
2 years of experience
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
Cons
- Default SMTP is not the best.
- When using Google SSO, it was a bit hard to sign on.