Efficient to manage communication with clients.
We use Freshdesk to handle customer emails and it has been quite effective. Our workflow has been greatly improved with the ability to …
Starting at $0 Up to 10 agents per user
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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…
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How Freshdesk Differs From Its Competitors
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Popular Features
- Ticket creation and submission (142)8.888%
- Email support (138)8.787%
- Organize and prioritize service tickets (141)8.787%
- Ticket response (142)8.787%
Reviewer Pros & Cons
Pricing
Free
$0
Cloud
Up to 10 agents
Growth
$15
Cloud
per month per agent
Pro
$49
Cloud
per month per agent
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.freshworks.com/freshdesk/pr…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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 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
- 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 Ticket creation and submission highest, with a score of 8.8.
The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(503)Attribute Ratings
- 9.8Likelihood to Renew
- 9.1Availability
- 8.6Performance
- 8.9Usability
- 8.6Support Rating
- 8Online Training
- 8.2In-Person Training
- 8.4Implementation Rating
- 8.5Configurability
- 9.1Product Scalability
- 8.8Ease of integration
- 7.8Vendor pre-sale
- 8Vendor post-sale
- 7.7Social Data Collection
- 7.5Social Analytics & Insight
- 8.3Social Publishing
- 9.2Social Engagement
- 9.1Contract Terms and Pricing Model
Reviews
(1-25 of 95)Companies can't remove reviews or game the system. Here's why
January 12, 2024
Freshdesk - Breath of FreshAir
Prior to using Freshdesk - all L2 escalation was being managed via a “To-do” list based on a shared email inbox. We had no clear way to see who was doing what - timelines were delayed and our delay in finishing deliverables impacted other departments. We needed a way to see live all escalations for Opus 2 Products from internal and external teams - and bring our team in line with contractual client SLAs and internal OLAs. Freshdesk gave us the ability to accurately manage our teams allocation across all regions - and ensure we had SLA tracking in place. By utilizing alerts, ticket rules and other functions, we have been able to bring our First Response Time on Average to just shy of an hour. This is inline with our SLAs - considerably more than the previous 2hrs. Clients have reported back this improvement as a piece of positive feedback to our Account Managers - so the visible impact has been significant - especially as we start to roll out new solutions, where clients have considerably more queries.
- Skill Based Ticket Assignment
- Ticket Alerting
- Advanced Dashboarding and Metric Sharing
- Stronger integration between custom objects and scenario automations.
- Increased Agent View Customization (without third party apps).
- Additional Sign-In Methods for End Users (email links)
November 27, 2023
Freshdesk is a great customer support app
Freshdesk is used for all technology, facilities and maintenance requests for our school district. It can automatically assign an agent to the ticket based on the request type. All the tickets can be tracked and organized through the dashboard to ensure all tickets are responded to in a timely manner.
- You can write solutions articles for your most common requests, so customers can help themselves. Keywords typed by the user point them to related articles allowing them to help themselves.
- All the tickets can be managed in one location.
- After a ticket is Resolved the customer gets a survey, so technicians are accountable for the work they do.
- Automatic closing of tickets when a customer doesn't respond to a request for more information.
November 25, 2023
Freshdesk: A Seamless Solution for Streamlined Customer Support
We implemented Freshdesk in our organization as primary ticketing support system for our internal user and IT-related query. Freshdesk acting as our centralized hub for management and resolution of a diverse range of issues, spanning from connectivity issues to IT assistance. This platform's robust ticketing system that have crucial role especially in our team as IT Support to organize and prioritizing incoming inquiries, ensure IT query addressed and responded according our SLA.
- This apps have automation that can automatically assign ticket according keyword that we have set
- Templates "canned response" in Freshdesk
- Mobile access so we can monitoring our queue anywhere and anytime
- Integration with others apps
- Enhance AI automation
- Enhance reporting and analytics
- chatbot for end user
It's our ticketing system for both end customers and existing business customers and we use a lot of its features.
- Easy to use
- Template features (canned responses)
- Depending on the plan you might miss out on useful features
- Automations could have a better UI
- A lot of good and pending Community Ideas
July 24, 2023
Easy to start, easy to learn
We did not have a ticketing software for customer service prior to getting Freshdesk, it has since helped us address duplication of work, and greatly inprove our customer service levels.
- Ticketing
- Organization
- improve our SLA
- easy one stop solution for all our agents
- better filtering or assigning
- better connection to existing customer contacts when creating tickets
- easier reports
July 18, 2023
Freshdesk | Glance of Usage of since 2 years
It is used in my company to track, manage, and resolve customer and internal employee queries. We use canned responses, ticket reports and dashboard and workflow Automator to automate the tickets. We also have set up a channel an email, WhatsApp, and a customer-facing portal to collect raises and raise tickets.
- Canned Responses - It is especially useful when using pre-defined, standardized replies to common queries.
- Ticket Reports and Dashboard: It provides a comprehensive detailed report includes SLA, Group Based Ticket Count, Average Time to Respond and resolute.
- Workflow Automator: It is especially useful when stopping manual jobs and using dynamic queries and defining tasks in a dynamic way
- There is not as such I have felt anything major. But if it is there to have devices without having Fresh Service Subscription could be easy to understand the user devices from where queries are being generated
July 17, 2023
FD
I am a Freshdesk admin, my tasks involve the following :
- Reviewing and auditing tickets - checking how our support team has responded and what kind of resolution they have provided, making sure all tickets are handled and don't breach SLA
- Analyzing data - creating reports and checking data on which inquiries need attention
- Creating canned replies based on reviewed conversations
- Reporting - it's easy to generate report with filters
- Ease of use when it comes to being able to view tickets
- Easy setup - it's easy to setup and make changes
- Automation - there are some limitations to some automation to a more granular level of notifications
- Slack integration - it's very limited, would suggest more functions via slack integration
July 14, 2023
Freshdesk is great for your first service desk tool, but is unlikely to remain your primary tool for long.
We have 6-8 customer service agents operating at any given time, to address both public (ie website/internet) users as well as private (ie direct clients) users.
We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.
We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.
We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.
We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.
- Contact Segregation
- Ticket Tracking
- SLA monitoring
- FB / Social integration is poorly done
- Automations and related logic are rudimentary and single-faceted
- Third-party systems integration options are few and far between
April 10, 2023
Good but needs more enterprise-oriented solution
Freshdesk allows us to have an all-in-one Digital presence for our customers. We use Freshdesk Omni Channel to support our customers via tickets, telephone, live chat and chatbot. It lets us have a wide view on customer experience at every touchpoint.
- Intuitive, fast and easy UI
- Great ticketing and telephony system
- Easy setup
- Reporting
- Lack of customization compared to Salesforce
- Limited functionality
April 09, 2023
Freshdesk Internal Ticket System
We use it daily for all issues/requests related to IT in our company. We offer all of our employees access to the portal as well as email to create tickets based on various issues they are experiencing. As well as any requests to current systems/practices. Tickets come in and are assigned to specific technicians based on which system the user is reaching out to us for. We implement specific resolution time frames and escalation rules based on severity and ticket open length.
- Handles ticket creation/notification very quickly.
- The mobile app is really well done.
- The reports, that we use, are very easy to work with.
- If anything, don't make everything locked down. There are certain OOB items that cannot be modified. But again, that doesn't affect/bother us at all.
April 09, 2023
Great cost effective alternative to Zendesk
We use Freshdesk to handle online enquiries from our customers via our contact us page, where they can submit support tickets from predefined subjects. Using Fresdesk's easy-to-use automation emails are tagged and grouped according to need and time based reminders keep them team on top of time sensitive communications, those reminders trigger a channel specific message for the relevant team in Discord through Zapier plug in, we use Discord for internal comms so being able to use it that way is very helpful in keeping on top of high volume tickets. There is block on html emails of a certain format when using automations for auto email replies which I confess drove me crazy not knowing why my email rules were not working, but once I notified Freshwork's support team they advised me and fixed it rapidly, the tech support team are excellent and very helpful, Freshdesk has a range of features which we don't use all of but it's great that they are there none the less, it's a great alternative to Zendesk and we couldn't live without it
- Rules that trigger on ticket creation, update or time trigger
- Integration with a variety of apps
- Fantastic tech support team and supportive customer success agents.
- It would be really great if when sending a new email in Freshdesk, the rules for the automation treated it like a new ticket, thus would allow more flexibility.
April 07, 2023
Should I buy Freshdesk App for CRM?
I use the Freshdesk Application for Customer Queries and internal Queries about my product. Typically solve Customer queries based on the agreed SLA. Scope of Service to the customer problems of my product and help solve the problem. Ticket Analysis with the report from Freshdesk. Customize the ticket fields and much more.
- Automation of Queue
- Customised Dashboard
- Customisation of ticket
- System Generated and Custom Trend Analysis
- Dashboard has provision to take 5 types of customer queue in a single dashboard.
- Filter out list of tickets to execute the bulk action which need to be improved.
- Forecast ticket traffic by AI System to give predictions to the User to work on the resources.
April 05, 2023
All in one Omnichannel service with FIRST CLASS support
We are currently using the ticketing system and chat services from Freshdesk for our call centre. Whilst we had a few teething issues which were mainly due to our inexperience and understanding how it differs from separately-used communication channels, on a whole it has been much more efficient to use, canned responses for both tickets and chats are a huge timesaver, being able to adjust your SLA policies easily, and get powerful reporting has been a godsend. The response from the agents within Freshdesk is superb, they have a chat facility so you can get the answer or support you need within a few minutes of reaching out. For anything that may take longer for them to assist, they keep you informed every step. Thank you Freshdesk! 100% would recommend.
- Support its customers
- Have a great range of apps as add-ons if required
- Canned responses saves time
- Automations
- Reporting
- Co-Browsing needs improvement for the agent - pages do not display as they should
The main usage of the tool is for communication with customers. Through FreshDesk the initial contact to customers is conducted. The consulting process starts with the usage of multiple canned forms. After the initial phase, sales and project management are made through FreshDesk. It is useful especially for support issues.
The main problems solved are f.e. communication with a customer across the team, having a customer data base and data insights through the classification of issues. Automation through reply-templates and forms speeds up communciation in many cases.
- creation of individual ticket templates
- detailed exports
- creation of answer templates and canned forms
- no bugs, rarely any technical issues, great support
- Options to connect FreshDesk data with other systems, f.e. through APIs
- more options for automation
- lot of manual typing, upload of contact data should be possible to create/update multiple contacts at one
April 05, 2023
Freshdesk Fever
We wanted to follow up on questions from users in a more modern way. Before we used an internal database, so we lost a lot of time copy/pasting info from mails into records and there was no good way to follow-up on them. There also was no possibility to get any statistics.
Freshdesk allows us to have a streamlines process for the typical requests (access to eOLF, the application to file patent applications; or access to MyPage to review a portfolio or make payments) or for generic questions.
Freshdesk allows us to have a streamlines process for the typical requests (access to eOLF, the application to file patent applications; or access to MyPage to review a portfolio or make payments) or for generic questions.
- just sending an e-mail opens a ticket
- attachments can easily be added to 'canned responses' (standard letters)
- easy to get statistics
- feedback can be easily asked after the ticket has been resolved
- creating canned responses takes time since copying a word document always gives some errors in the layout, which needs to be corrected a bit with trial and error
- once the name has been fixed of your site, it is hard to change it (a migration process needs to be agreed to copy the tickets, but portal info cannot be copied)
We use Freshdesk as a technical support portal for B2B customers. We have about 2 agents who handle more than 100 requests every month. We have also used Freshdesk to integrate a knowledge base for selected B2B customers.
- Easy to understand interface
- Easy and fast to customize
- Helpful knowledge base feature
- Easy to scale
- Improve the feature to categorize companies and create different access levels
April 03, 2023
Freshdesk is a great learning tool for education
General IT issues before going to remote helpdesk for further troubleshooting. Freshdesk is used to train new students in a helpdesk environment and assist other staff and students on center in real life/ real time environments. Once the issue has been troubleshooted, we resolve the issue or walk staff through putting in tickets in their own companies helpdesk.
- Free.
- Agent Management (Signatures, automatic emails)
- Knowledge Base Articles
- Merging Tickets
- Multiple Agents per ticket
April 03, 2023
The Freshest Desk!
Internally, we use Freshdesk to communicate with our brokers for print-related requests as well as communicate with our team members to fulfill job tasks or urgent errors that need fixing. We use freshcaller within Freshdesk as well to keep our communication channels easy to use, create tickets from voicemails and link calls to tickets that we may have with a particular user.
- Links all tickets related to a user together to make the search easy
- Ability to add watchers to a ticket — really keeps deadlines and visibility in the forefront
- Ability to merge tickets together when they are a duplicate or similar request from the same user
- Ratings!! We thrive on feedback from our ticket requesters so seeing what we've done well is a great boost to team moral.
- Scenario automations and canned responses!! SO EASY!!
- Easier implementation with freshcaller — syncing up voicemails with an internal ticket was a struggle (and is still being resolved) for a while
March 31, 2023
Cumbersome Long in the Tooth Tool with Extra Hoops to Jump Through for Account Management
We use it as a corporate knowledge base for employees where only HR has access to create & edit knowledge base articles. In addition, we have a second instance that is integrated with WordPress to provide an end-user knowledge base and customer support channel. We use the WordPress instance as the SSO source for this second KB.
- Works well as a tradition top-down KB
- Provides basic support tools
- Has an integration with WordPress
- The TERRIBLE account management structure created by "Freshworks" overhead
- Seriously the whole Freshdesk/Freshworks structure is AWFUL
- It creates NUMEROUS headaches for literally zero benefit
March 31, 2023
Freshdesk Review
Freshdesk is great customer support product. It allow my team to keep track of outstanding customer support tickets. It also also has additional features like freshcaller, which allows us to receive phone calls about customer queries. Additionally within our subscription, we have access to freshchat, which is a chat bot and just provides another medium for our customers to reach out to us. We have a lot of volume of customer contact to manage and the prebuilt tooling is more than adequate to manage it all.
- Ticket Management
- Phone Calls
- Chat Feature
- Usability
- Knowledge Base
- APIs to other sites like Atlassian etc..
- No code solutions to build customer support channels
March 31, 2023
Great Experience!
We use Freshdesk for customer tickets and knowledge-base articles describing how to use our application. Customers submit tickets when they have questions or experience glitches.
- Options to organize tickets by priority, tags, date, etc.
- Knowledge base is easy to use
- Excellent customer support - quick response times
- Certain settings/updates are not easy to find, and I've needed to contact customer support to get answers. I like to figure things out myself, so it can be frustrating when something isn't intuitive.
- The ticket tags are slow to populate if a tag has previously been created.
- Sometimes the emails customers receive when a ticket has been created confuses them.
February 28, 2023
Freshdesk review
We use Freshdesk as a hub for customer support, sales, and member relations for our large Slack-based community. We also have it set up to receive automated notifications from our website. This form a useful searchable record for the whole team to have access to, like WooCommerce orders and reporting from other services we use.
- Basic Support Desk
- Automations
- Email/Gmail integration
- Interface/UX — not the easiest to navigate
- Mobile App — especially hard to use
- Integrations — limited options for WordPress and Slack
January 27, 2023
Easy to use, implement and work with
We have been using Freshdesk for over 3 years and it has been great. Very simple to implement and use. Allows users to log tickets by sending an e-mail or through the portal. I would recommend this product to any business who wants to use a ticketing system to organise work.
- simple to implement
- set status of tickets
- runs fast
- automations
- get out of office status from outlook
- set out of office for agents
- change font options
January 15, 2023
A feature-rich application that can improve both your Customers' and Agents' Experience
I have implemented the Freshdesk solution, quite early in its inception, for another company prior to implementing it in the current one. At the time, it was the only ticketing application that offered multilingual support and at a very competitive price, an important criterion because it was a small company and being a Canadian company, it needed to support both official languages, i.e. English and French. Prior to using Freshdesk, customers requests were done by developers, when they could make themselves available, with no ticketing mechanism and no data was kept about them. It is easy to understand the problems related to this very limited support, no follow up, no knowledge base, no information on previous calls, no SLAs, etc.
Now, I work for an international company, dealing with multiple languages, multiple business hours, with agents in various geographic locations and supporting 3 product lines. Freshdesk can handle all of this brilliantly. Here is a very skimmed list of the Freshdesk capabilities and features:
If that was not enough, we regularly receive Newsletters or invitations to free seminars keeping us informed on coming up new features, new releases content, tips on how to improve Customer Experience (CX), what is trending in the support domain.
And to top it all, Freshdesk support seems to ignore the expression "The shoemaker is the worst shod" because their support is top-class. Very responsive, professional and obviously, they train their agents very well.
I believe Freshdesk offers the best value for the money, and I am very confident in recommending this application.
Now, I work for an international company, dealing with multiple languages, multiple business hours, with agents in various geographic locations and supporting 3 product lines. Freshdesk can handle all of this brilliantly. Here is a very skimmed list of the Freshdesk capabilities and features:
- Single point of contact (SPOC) for Clients (aka requesters)
- Automatic ticketing from email or from Chat, Social medias and via Client Portals
- Multilingual Client Portals with Self-Service
- Easy to use single support environment
- Searchable knowledge base (aka Solutions) with articles versioning
- Basic Incident and Problem Management
- Tracking solution for all incoming incidents
- Scenarios automation
- Powerful yet easy to configure Automations on events "Ticket Creation", "Time Triggers" and "Ticket updates"
- Issues ownership
- Various ticket assignment methods (Round robin, Skills based,...)
- Problem resolution and escalation procedures
- Multiple agents groups
- Multiple Business Hours
- Multiple Service Level Agreements (SLAs)
- Multiple Products
- Multiple Agents and Clients Portals based on Product
- Reporting and very sophisticated Analytics
- Multiple applications' compatibility (DevOps, Dynamics, Teams and many others)
If that was not enough, we regularly receive Newsletters or invitations to free seminars keeping us informed on coming up new features, new releases content, tips on how to improve Customer Experience (CX), what is trending in the support domain.
And to top it all, Freshdesk support seems to ignore the expression "The shoemaker is the worst shod" because their support is top-class. Very responsive, professional and obviously, they train their agents very well.
I believe Freshdesk offers the best value for the money, and I am very confident in recommending this application.
- User-friendly UI (User Interface)
- Feature rich application
- Good on-line documentation, training (Freshworks Academy), Community Forums, regular Newsletters...
- Very good support
- I wish that their development was more present in the community forums. There are questions and feature requests that are left unanswered. I know that all requested features cannot be fulfilled, but I would rather have a "sorry can't do" answer (ideally with a short explanation as to why not) than not knowing if it will ever be developed.
January 14, 2023
Freshdesk user experience
We migrated from Outlook 365 to Freshdesk as the volume of emails and subfolders was getting very difficult to manage, we deal with an average of 1400 cases/request weekly, the storage and filing of this ship specific request via freshdesk was very easy and simple.
- able to customise the platform to your own needs
- customer support is excellent
- you can build your own app or use existing once's in the store app.
- mobile supports
- reduction of duplicates email ( storage overall)
- speed of response as you can create a list of scenarios
- creation of a knowledge base for your own stuff or public.
- automation, certain emails are automatically replied and closed based on a particulars unique key words.