Freshdesk

Freshdesk

Top Rated
About TrustRadius Scoring
Score 8.4 out of 100
Top Rated
Freshdesk

Overview

Recent Reviews

Freshdesk Review

10 out of 10
March 01, 2022
We are using Freshdesk as a ticketing system and a knowledge base for our customers. It is really easy to manage and keep separate …
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My experience with Freshdesk

7 out of 10
January 05, 2022
Freshdesk is one of the best support tools that I have used. It helps me and my organization to communicate with our clients regarding the …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2020

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Blossom

$15.00

Cloud
Per Agent/Per Month (billed annually)

Garden

$35.00

Cloud
Per Agent/Per Month (billed annually)

Estate

$49.00

Cloud
Per Agent/Per Month (billed annually)

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://freshdesk.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $15 per month

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Freshdesk?

Freshdesk is a SaaS based customer support software for businesses of all sizes. The vendor's value proposition is that Freshdesk is priced affordably, and is free forever for any number of agents. There are four other plans available that come with a whole lot of features.

The vendor says Freshdesk is easy to use and takes little time to get started with. Further, it is configurable and customizable. For example, Freshdesk includes a gallery of themes to choose from, and the ability to automate workflows and manage escalations.

Also, Freshdesk uses integrated game mechanics to approach support tickets as chances for agents to score points. Support managers can even set up quests for agents to complete specific tasks like filling up the knowledge base, etc. Freshdesk aims to provide its own customers with great support free of cost via email, twitter, or phone.

Freshdesk Features

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A

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

Additional Features

  • Supported: Customizable ticketing, with automations galore
  • Supported: Multi-channel support capabilities: phone, email, chat, Twitter, Facebook, in-app, forums, widgets.
  • Supported: Gamified system with points, leaderboards and quests
  • Supported: Integrations with over 100 business applications

Freshdesk Screenshots

InterfaceSelf ServiceChatReportsHomepage

Freshdesk Video

Freshdesk Overview Video

Freshdesk Integrations

Freshdesk Competitors

Freshdesk Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide

Comparisons

View all alternatives

Frequently Asked Questions

How much does Freshdesk cost?

Freshdesk starts at $15.

What is Freshdesk's best feature?

Reviewers rate Email support highest, with a score of 9.8.

Who uses Freshdesk?

The most common users of Freshdesk are from Small Businesses (1-50 employees) and the Information Technology & Services industry.

Reviews and Ratings

 (260)

Ratings

Reviews

(1-25 of 57)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
Freshdesk was quicker to set up and more cost effective for our size of business. We have about 1000 end users and about 10 IT support staff. We needed to set up and deploy a service desk ticketing solution that was capable of growing with additional service offerings very quickly. BMC and Service now were not able to be rolled out as quickly as Freshdesk was. Also cost was a factor and Freshdesk met our budget needs.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The most important is the pricing. Freshdesk/Freshworks all the solution and base price is available on the internet, which is easier for us to make fast decisions rather than waiting for other sales reps to get back to us. The graphic user interface is easy to see and use.
Mick Lynam | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Brings everything a company may need to elevate customer service and empower teams to solve the unique challenges and complex issues related to customer service. Helps bring in the right experts to collaborate even if they are not within the organization.
Rachel Fishenden | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Intercom
It lets users launch multi-channel support, automate help desk operations and as well provides self-service portals used to reinforce customer support efforts.
It streamlines ticket delivery and ensures maximum collaboration among internal teams.
Nipun Mohanty | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
1. Analytics are equally comparable in both solutions.
2. Using Zendesk it is easier to create workflows and customization is simpler if you require workflows in your tool.
3. FreshDesk is an effective incident management tool, but lacks some feature functionality which a customer success team would need like CSAT & NPS, these were better available with Zendesk
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshdesk is the best overall help desk software that facilitates stronger teamwork between various departments for quicker resolution of issues from different channels and at the same time offering state-of-the-art information security by setting up single sign on script for confidentiality and restricting login access. We also have the option of using AI supported chatbots to provide answers instantly.
Score 6 out of 10
Vetted Review
Verified User
Review Source
In my opinion, Salesforce offers infinitely more customisation and integration opportunities than Freshdesk. That said, Freshdesk is a more straightforward user-friendly option that may be better suited to teams with less technical backing as its limited customisation opportunities mean it is easier to set up and train staff on in my experience.
John Reitz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
[Zendesk is] very much the same, but Freshdesk is less expensive and less bloated with legacy features. I also found the user experience to be more customizable and easier for all parties to use. Zendesk is very popular, but with that comes a price. Other products that have similar popularity like Workfront do more but are much more expensive.
March 09, 2021

Scalable Ticketing

Score 9 out of 10
Vetted Review
Verified User
Review Source
One of the main reasons we went with Freshdesk was the search. Some other ticketing systems have horrible search functions that make it very difficult to surface the communications you're looking for. It's also meant to be a ticketing system first, and some others we've seen focus less on the support aspect that we were looking for.
Score 7 out of 10
Vetted Review
Verified User
Review Source
ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).

We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshdesk has a cleaner and more intuitive interface, and we also found support to be more responsive with a much quicker turnaround on quick questions and issues. Although we have found reporting shortfalls with Freshdesk, it is vastly better than its competitors, which is one of the main reasons we switched.
Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
We're actually already using other systems to make up for the lack of things that Freshdesk can do. However, Freshdesk is easy to learn and easy to use. With everything going more digital, we need software that can keep up. Freshdesk is still a good project management tool. We also use Hubspot as our tasking and ticketing system as well for other parts of our teams.
Brittany Schwarz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Easier to use and easier to transfer within departments and users. Better user interface. Freshdesk has a better and easier format to train clients and employees how to use. You can create individual private and public canned responses to make communicating to clients quicker and easier. You can view closed and resolved tickets.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Zendesk is the best email ticketing system we've used, but it's licensing is quite expensive (we're a non-profit); price is the only reason we abandoned them. PureCloud designs chat and email using the same interface as their phone software; you can't go through emails and assign; you have to go "available" and let them start "ringing in", which is woefully inefficient, especially if you have Spanish speakers and Spanish emails; you can't make sure they're going to the right agents. Freshdesk offers us most of what we liked about Zendesk with a far more palatable price tag (and they offer tiers at higher prices if you need more than basic features).
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • BMC Track-It!
Freshdesk's biggest advantage over some other service desk solutions is that it is completely web-based, so that helps to eliminate the need for a Systems Administrator having to install/set up/manage this on a server. This includes managing a database for the helpdesk solution, which in the case of some solutions out there, this is required. Also, Freshdesk is pretty easy/intuitive to use from an IT Technician standpoint, since it's more of a basic helpdesk solution. Some others on the market may have a lot more features than Freshdesk, but with the additional features, comes a steeper learning curve to master.
Jose Quintero | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
Review Source
The first advantage of Freshdesk: The price. You can always start for free and grow with the app; if you rely heavily on social media for your business, your ROI would potentially make such growth free for you. Some other disadvantages are the attachment of images to tickets, general availability, integration with third-party products or API, etc; disadvantages that Freshdesk does address with their implementation.
Jennifer Hess | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I had previously used HelpScout for a brief period of time, but they increased their pricing so we switched to Freshdesk. At the time, HelpScout had a better interface, but with the recent updates to Freshdesk, I'm really liking the interface and have no desire to switch to another solution.
Isidoro "Roy" Jovero | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Freshdesk was the system in place when I started with my current company.
  • Compared to Zendesk, they are very similar, but I'd give the advantage to Zendesk if asked.
  • Compared to Help Scout, Freshdesk is much more robust.
  • Freshdesk, Zendesk, and Help Scout have about the same user experience. Very easy to use after poking around a bit.
  • Compared to Remedy, Freshdesk is much friendlier. Remedy felt very rigid to me.
Brooke Weinbaum | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
One of the Zoho products was our other main contender. We much preferred the ease and simplicity of Freshdesk and most of all, the support. We really felt that everything was going to be in good hands if we went with Freshdesk and haven't looked back since we chose them.
Mike Muller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We selected Freshdesk because of the feature/cost benefits. Zendesk was much more expensive. Many of the other support tools don't have a very good UI. Freshdesk is easy to use, even for non-technical people. It has all the features we need to manage our support process. Zendesk was just too expensive for the features we needed.
María Lucía Santagata | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
I used 2 ticketing tools: Mantis (open source) and Jadhe (developed in Argentina) when working as a help desk operator. I think they were adequate tools to use internally to report bugs and hardware problems and such but I feel more comfortable using Freshdesk to maintain smooth communication with clients, and its interface is nicely designed