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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

It helps me manage customer inquiries in one place.

Rating: 10 out of 10
May 6, 2025
IncentivizedVetted ReviewVerified User
Freshdesk has allowed us to better manage customer inquiries. With this platform, we can easily handle their questions. The ticket system allows for automated case follow-up, ...
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Marina Torttoli
Director - Marketing
Marketing Director
Ever Indy Realty Group
Freshdesk3 years of experience

Freshdesk being a better product for us.

Rating: 9 out of 10
April 23, 2025
IncentivizedVetted ReviewVerified User
Hey, The product is absolutely marvelous for all the use cases we have. The ticketing tool is as best as what we can afford and look for the technology and solution. Majorly t...
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Abhishek Mestry
Account Manager - Customer Service
Assistant Manager
Purplle.com
Freshdesk10 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
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How Freshdesk Differs From Its Competitors

Customer Satisfaction

Yes, I can confirm that AI-powered automation has improved our customer response times. A large portion of the questions and concerns we've received have been resolved without the need for a real assistant behind the chat. Instead, we've trained Freshdesk's AI based on the frequently asked …
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Customer Satisfaction

Engaged customers raved about our knowledgebase articles, but it was nevertheless difficult to get customers to try the portal, largely because the account creation and login process is so cumbersome. However, the article suggestion feature is nice, and canned responses noticeably decreased agent …
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Customer Satisfaction

Freshdesk has helped our business to retain customer satisfaction or retention, by freeing up resources from handling customer enquieries over email and messaging platforms - to work strategically and proactively with creating even more value for them. The support need was channeled to Freshdesk, …
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Customer Satisfaction

Our employees does not have the culture to register it's needs through the customer portal, wich is a bad habit. They are used to simple send an e-mail que wait for the solution - wich most of times is and execution of one the agents. Even so, the IA powered is not so accured yet. Some searches …
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Customer Satisfaction

Yes, Where world is moving to AI driven solution. The AI-powered automation had helped us really well in our requirement to achieve our targets and increase customer experience. This has help our agents as well to strength the communication skills and by using the technology they have been more …
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Customer Satisfaction

Yes, the Omni Channel customer support suite and AI generated tools have significantly reduced manual work, hence making the agents work easy and leaving a positive impact on the customer. The AI powered options, one can easily take the benefit of implementing the other CRM and OMS tools, giving …
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Customer Satisfaction

Satisfied customers are more likely to remain loyal to a business. By providing excellent customer support. AI-powered automations can help streamline support processes, freeing up agents to focus on more complex issues and providing faster responses to customers.Factors that could influence the …
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Customer Satisfaction

Currently, it has helped with customer satisfaction with the knowledge base feature and also helped our team to be well equipped because of canned replies, we are now also able to talk to customers in real-time in case of any urgent requirements that they have through freshchat which is very nice
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Customer Satisfaction

We have generally seen customer satisfaction go up a few notches since we switched over. This is primarily because of the smoother automation options and the fact that we no longer are worried about SLA breaches.
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Customer Satisfaction

Customer can reach to us via their own personal mails or can create account with our custom website and ck tact us as well. This helped ease the communication between customer and company. Self service features like Knowledge base articles and the AI driven chatbot are highly helpful in resolved …
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Customer Satisfaction

While our use-case does not include customers because we use the product internally only, Freshdesk has helped our employees have greater problem and project resolution which leads to increased job satisfaction and productivity. This provides a great value by ensuring our management team is seeing …
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Customer Satisfaction

Freshdesk has helped us quite a lot with guest satisfaction. Our old system was not as good at structuring the teams and different regions of our business. With Freshdesk, everything was simple, and we knew what we were doing. Canned forms and responses helped improve our processes quite a lot.
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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

Since we started taking advantage of Freshdesk’s automation features, we were able to shift our focus to spending the extra time on complex tickets and adding personal touches on our interactions with our end consumers. This lead to consisten positive feedback from our users that we were efficient …
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Customer Satisfaction

Freshdesk has positively impacted our customer satisfaction and retention. The omnichannel support makes it easy for customers to reach us on their terms, while AI automations speed up response times. It’s helped our team resolve issues faster and provide a more consistent, personalized support …
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Customer Satisfaction

We do not have any personal experience with the omnichannel features of Freshdesk, because we only use the email support feature, but Freshdesk does offer many ways for customers to get help via email, phone, social media, and online chat.
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Customer Satisfaction

It is unknown whether CSAT will be increased as we have disabled the feature. Still, given the features of automation, rules, and AI, we theorize that we will be able to improve the customer experience notably over the next year and beyond.
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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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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

8.6
Avg 8.2

Self Help Community

Features that allow customers to self-service for support issues.

8.3
Avg 8.0

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.

8.7
Avg 8.0
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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 Ticket creation and submission highest, with a score of 9.3.

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 191)

It helps me manage customer inquiries in one place.

Rating: 10 out of 10
Incentivized
May 06, 2025
MT
Marina Torttoli
Marketing Director
Ever Indy Realty Group (Real Estate, 11-50 employees)
Vetted Review
Verified User
Freshdesk
3 years of experience
View profile
Alternatives Considered
I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be more optimal and automated, without having to go through long learning curves.

Works for small companies

Rating: 5 out of 10
Incentivized
November 23, 2024
KW
Kaley White
Data Analyst, Regulatory Affairs and Quality Assurance
Limbus AI (Computer Software, 11-50 employees)
Vetted Review
Verified User
Freshdesk
2 years of experience
Verified on LinkedIn
Alternatives Considered
My company originally selected Freshdesk due to price, but as we grew, we found it lacking compared to its more expensive counterparts. I briefly compared Zendesk to resolve our main issues with Freshdesk, but I'd spent so much time and effort customizing Freshdesk that we deemed the switch not worth it. According to colleagues, HubSpot is a great sales CRM but makes a poor support ticketing system. My current company uses Salesforce, which trumps Freshdesk on almost all accounts, but in my opinion, Salesforce is so customizable that users need a dedicated Salesforce team (developers, admins, etc.); Salesforce may not suit smaller organizations well.

Freshdesk is a good choice for a ticketing solution

Rating: 8 out of 10
Incentivized
January 24, 2025
LE
Luiz Eduardo Garcia
System Administrator
JET e-business (Information Technology & Services, 51-200 employees)
Vetted Review
Verified User
Freshdesk
5 years of experience
View profile
Alternatives Considered
As saied before, Freshdesk is very simple to use. It is very agile to our needs and uses, based on the requests are made from our employees only. So, everything they demand, is a well know task or activity in our duties. Zammad does it very well, but needs an on premises installation; TOPdesk is an ITIL based, so it takes more information to simple respond some solicitation; Pipedrive is not a ticket solution, but we tried it and do not fit for us.

Fresh desk simply the fresh customer interaction ticketing solution

Rating: 10 out of 10
Incentivized
March 30, 2025
SM
Shyamal Majhi
Manager
Fabindia Ltd (Retail, 1001-5000 employees)
Vetted Review
Verified User
Freshdesk
3 years of experience
Alternatives Considered
Freshdesk has the edge, because of the easy user interface, data download, implementation options, One access for chats, calls, WhatsApp Business and emails. Segregation of tickets as per the respective department. Dashboard availability for each department, checking the pendency, active tickets, TAT, priority of tickets, agent wise ticket count, agents productivity and easy creation of CRM report.
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