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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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Recent Reviews

Freshdesk Review

9 out of 10
January 15, 2024
We use it to server our customers who send emails. all emails hit the Freshdesk and we respond to all client emails from here. This is a …
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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

Popular Features

View all 13 features
  • Email support (136)
    8.7
    87%
  • Ticket response (140)
    8.7
    87%
  • Ticket creation and submission (140)
    8.7
    87%
  • Organize and prioritize service tickets (139)
    8.6
    86%

Reviewer Pros & Cons

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Pricing

View all 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…

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

8.3
Avg 8.0

Self Help Community

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

8.4
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.

8.2
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 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 and Ticket response and Email support highest, with a score of 8.7.

The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(507)

Attribute Ratings

Reviews

(1-25 of 154)
Companies can't remove reviews or game the system. Here's why
James Allnutt | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Value for Money and Ease of Use put it ahead of the competing products when making our decision.

Whilst they all offer similar services, our time to implement, set-up and get the platform running the way we needed was shortest. It was also an easy to use tool for agents - onboarding took less time than competing products we had used and many of our agents like the tools available to them in the platform (scenario automations, objects etc).
Jeffery Albertson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We previously used SchoolDude to manage technology tickets. Freshdesk has many more features. One of the best is the ability to reply to a customer in a ticket. When you reply they receive an email which they can reply to instead of having to login to a portal and pull up the ticket and add notes or check the status. When the customer replies, the email content is posted on the ticket in Freshdesk and the technician receives an email notification. Freskdesk also has an interactive app you can use to access and resolve tickets.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have using UVdesk previously before using Freshdesk, after utilizing UVdesk for a year, we initiated a comprehensive review for our customer support tools as our organizational requirement continued to evolve. Despite our prior experience with UVdesk, the evolving needs of our business prompted us to reassess our support system. This evaluation led us to adopt Freshdesk, decision driven by its advanced features, seamless integration, and scalability.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk is cheaper.
Zendesk would also allow customers to close tickets on their own and it also has functionality where a few solution articles are automatically recommended to the customer based on what they wrote and that might already solve the customers' request.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I was not privy to the decision making process when Freshdesk was implemented. However, I can tell you both from a frontline perspective and a management perspective that the product provides GREAT value. Their support team is also pretty amazing - super prompt, friendly, and knowledgeable. That is a really important factor for us.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
July 18, 2023

Freshdesk Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is easier to start with, but less robust overall. Freshdesk has a better free tier, and had some advanced customization capabilities. Zendesk is easier to get to an advanced level with, has more and better integrations, and has a better data tool. HubSpot is comparable to Freshdesk, it can even feel less robust at times, but it is better integrated with the rest of the HubSpot suite.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We used to use Spiceworks but it was extremely clunky and not very customisable at the time. When we started looking at other options we ended up focusing on Freshdesk, Zendesk and Zoho as they seemed like the best out of all the ones we found. We eventually went with Freshdesk as it seemed so much more user friendly compared to Zendesk and Zoho and felt it fit our needs perfectly.
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