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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

Fresh desk simply the fresh customer interaction ticketing solution

Rating: 10 out of 10
March 30, 2025
IncentivizedVetted ReviewVerified User
Freshdesk is being used, chats, customer email interactions in both Ecommerce and retail. However, the challenge that I face is when replied on customer email we have to go th...
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Shyamal Majhi
Manager - Customer Service
Manager
Fabindia Ltd
Freshdesk3 years of experience

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
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How Freshdesk Differs From Its Competitors

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, …
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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

Freshdesk gives us good insight into our customer's support activities and how we are doing to meet their needs. The preconfigured reporting is very helpful to get a quick understanding of how the team is using the tool. Being able to report on overall performance and specific customer …
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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.
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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.
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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.
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Customer Satisfaction

We found using Freshdesk great for keeping track not only of individual tickets, but also of the past tickets of each user. This has increased our ability to provide personalized assistance, taking into account the other issues reported by the same user, thus visibly increasing customer …
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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.
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Customer Satisfaction

It has improved our ability to measure customer sentiment and has allowed us to see where we need to focus more energy in order to keep customer satisfaction high.
The automations allow us to manage requests much better which has undoubtedly improved customer satisfaction
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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

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 …
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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 …
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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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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 …
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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

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, …
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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.

8.2
Avg 7.9

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.

8.5
Avg 7.9
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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 Organize and prioritize service tickets highest, with a score of 9.2.

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 248)

Time to value experience

Rating: 10 out of 10
August 05, 2022
Verified User
Engineer in Engineering
Industrial Automation Company, 51-200 employees
Vetted Review
Verified User
Freshdesk
2 years of experience
Use Cases and Deployment Scope
Every user problem is unique. We use automations to close tickets or assign them and some solutions can be made to prevent repeating tasks. Other than that, not much automation is done.
Pros
  • Visualization of the open tickets.
  • Customization.
  • They keep developing and adding things to the platform.
  • They should notify users when new features are available.
  • When forwarding a conversation, only the original request is added. The whole conversation should be added or we should be able to choose this.
Cons
  • Forwarding only includes original message.
  • Update us when new features are available.
  • When an out-of-office message is sent automatically from a customer, and we set the status to "waiting on customer" the status still shows "customer responded." That is annoying.
Likelihood to Recommend
Freshdesk could work in parallel with FAQ questions. Including FAQ's as solutions and etc. For work environments where unique problems occur, this is less useable.

Stop Wasting Time in Gmail and Get FreshDesk

Rating: 7 out of 10
Incentivized
May 11, 2019
Verified User
Manager in Product Management
Internet Company, 51-200 employees
Vetted Review
Verified User
Freshdesk
3 years of experience
Use Cases and Deployment Scope
Simply put, we use FreshDesk because typical email platforms don't get the job done well. When working with hundreds of customers, to get their feedback or resolve an issue, organization of those emails becomes a priority. Setting up some folders in GSuite isn't the best way to get it done. FreshDesk offers canned responses, filters, and categories to organize email inquiries. My favorite part is being able to open an email from a user and see if they have emailed us in the past. It helps to read a little history to better address the current request.
Pros
  • Canned Responses. Ready-to-go emails that will serve you better than copy/paste.
  • Organizing emails by priority and topic. I can see what I need to respond to quickly or not.
  • Email due dates. Encouragement to make sure you are replying to users within a reasonable amount of time.
Cons
  • Nudge reminders would be nice. Sometimes because of the filters set, emails can get lost.
  • Better U/I to know what profile/filters are able to be made.
Likelihood to Recommend
If you have more than 100 different users contacting you, you need FreshDesk to stay organized and do your job better. But if you just get 50 emails a week about some things you are working with, creating folders and filters in Gmail should be fine...until you run out of storage ;)

Easy to start, easy to learn

Rating: 9 out of 10
Incentivized
July 24, 2023
Verified User
Supervisor in Customer Service
Consumer Electronics Company, 501-1000 employees
Vetted Review
Verified User
Freshdesk
3 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Ticketing
  • Organization
  • improve our SLA
  • easy one stop solution for all our agents
Cons
  • better filtering or assigning
  • better connection to existing customer contacts when creating tickets
  • easier reports
Likelihood to Recommend
if you do not have a ticketing software, this is an easy to learn, easy to implement solution

Freshdesk - great helpdesk system

Rating: 8 out of 10
Incentivized
February 02, 2023
Verified User
Account Manager in Information Technology
Information Technology & Services Company, 11-50 employees
Vetted Review
Verified User
Freshdesk
1 year of experience
Use Cases and Deployment Scope
We use Freshdesk as helpdesk tool to support our clients on various of topics. It is easy to configure and use, great UI.
Pros
  • Route tickets
  • Combine several channels of communication in one
  • Easy to integrate
Cons
  • Change agent shifts
  • Option to use more than 1 webhook in automations
  • Improve bots
Likelihood to Recommend
- Great support desk
- A number of channels you can use (chat, phone, another apps integrations)
- Customizable customer portal

Freshdesk: finance automation and much more

Rating: 9 out of 10
Incentivized
April 22, 2021
JK
Jason Kerley
Social Media Manager
SSDIGITALCO (Marketing & Advertising, 201-500 employees)
Vetted Review
Verified User
Freshdesk
1 year of experience
Use Cases and Deployment Scope
It is excellent that the base price proposed by the Freshdesk platform is only $19 per month. This is more than enough to give us complete control of all the finances of our organization entirely from its web extension, without the need for installations, which at the same time facilitates the transfer of information from our accounting books to the cloud.
Pros
  • When it comes to executing branding strategies, Freshdesk has everything we need to grow our brand, allowing us to focus on different business points.
  • Direct and personalized assistance with clients enhances the ability to advertise by implementing far-reaching campaigns.
  • It can be used both in the area of sales and sales accounting.
Cons
  • It is very counterproductive that Freshdesk has functions to track our assets, but at the same time the platform cannot be configured to make periodic checks of this.
  • As for the management of QR codes, Freshdesk does not have any reading tool, which would undoubtedly benefit the access to our data on the web.
  • The authentication of people within Freshdesk is difficult to configure.
Likelihood to Recommend
We recommend it to work with inventories that require IT functionalities, either to manage the life cycle of our assets in whole or in part. It also has functions to handle reports of different types, which can be configured quickly in case of emergencies or any kind of incident during the accounting work.
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