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
View PricingOverview
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…
Recent Reviews
How Freshdesk Differs From Its Competitors
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
- Ticket creation and submission (142)8.787%
- 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…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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 Organize and prioritize service tickets and Ticket creation and submission and Ticket response highest, with a score of 8.7.
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 135)Companies can't remove reviews or game the system. Here's why
March 15, 2024
Efficient to manage communication with clients.
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.
January 31, 2024
Enhancing the Customer Experience
Score 9 out of 10
Vetted Review
Verified User
Yes, it is very helpful in providing fast and easy resolutions within the timelines and this enhances the productivity within the company also we can view the client feedbacks and they receives the automated emails for the responses which are pending from their end to proceed further which gives a great experience to the clients.
January 15, 2024
Recommended Platform !!
Score 10 out of 10
Vetted Review
Verified User
Amazing Experience in receiving Feedback from Clients and Client Satisfaction !!
January 15, 2024
Freshdesk Review
Score 9 out of 10
Vetted Review
Verified User
we do not user Freshdesk for retentions, this is used as a communication system, within the organization and is being explored for other products that can bring in value to the business
To the most I could comment that the over all performance has been great and we are through with this
To the most I could comment that the over all performance has been great and we are through with this
January 12, 2024
Streamlined Support Solutions for Seamless Customer Satisfaction
Freshdesk's omnichannel support suite and AI-driven automations have significantly boosted our customer satisfaction. By offering support across various channels and swiftly resolving issues through preferred communication methods, it has notably enhanced customer retention. The platform's adaptability to customer needs has played a pivotal role in keeping our clientele satisfied and loyal.
January 12, 2024
Freshdesk - Breath of FreshAir
Prior to using Freshdesk, we only offered an email address for logging incidents with our Product Support team. We now offer a Ticket Portal, Self-Help, Email and a Phone Service to customers to allow them to work in their most convenient method, whilst still enabling the agent to track, update and monitor progress of the incident.
January 10, 2024
Amazing management tool!
Yes, it has helped my business to increase customer satisfaction to a greater extent. Earlier when were not using it, things were haywire and mismanaged often leading to delays and customer dissatisfaction. Once we have employed Freshdesk, timely resolutions are done without long delays. Even within the team, the ticketing feature has proved to be very productive.
January 10, 2024
Need improvement in the search engine and history reflection
Score 9 out of 10
Vetted Review
Verified User
and here we need to work on reflection
November 25, 2023
Freshdesk: A Seamless Solution for Streamlined Customer Support
Businesses that integrate Freshdesk have observed favorable effects on both customer satisfaction and retention. The comprehensive omnichannel support suite allows organizations to interact with customers via their chosen communication channels, establishing a smooth and responsive support process. In conclusion, Freshdesk's omnichannel support suite, coupled with AI-driven automations, aims to enhance customer satisfaction and retention through efficient, responsive, and tailored support experiences. Organizations that adeptly utilize these features can elevate their customer service performance, fostering more robust connections with their customer base
November 01, 2023
Freshdesk is overall a good product, and I would buy it again
I believe Freshdesk has helped my business increase customer satisfaction but I'm unsure about retention.
August 29, 2023
Freshdesk for CRM - Reaching customer with ease.
Yes, the Freshdesk team proactively reached out and helped in explaining the new integration, and the team is being trained on it.
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 customers like the instant responses they get.
July 25, 2023
Excellent and easy to use support software
have not used this feature
They are not as proactive in giving tips on how to make the most out of their tool.
July 24, 2023
Easy to start, easy to learn
we have not started using this feature yet
July 24, 2023
Honest feedback
Freshdesk has helped us track and log customer satisfaction also, in many cases helped keep track of and made it easy to locate older conversation such that the context is not lost. Have not personally explored much into the AI functionality yet so not looking to comment on it.
July 22, 2023
Freshdesk customer service
Yes it has, we use the live chat and our marketing team also are able to use the features and integrate our fresh chat with our website
July 22, 2023
Success of Freshdesk
Freshdesk has absolutely increased customer satisfaction and retention. Having a robust ticketing system is essential to success when working with clients. Freshdesk provides the frontline team with a lot of great tools to help clients more efficiently, and the main need of any client is to have their issue resolved as quickly as possible. On a management level, the Analytics that Freshdesk provides are great for coaching team members, and gaining higher level insight into strengths and weaknesses. We use Ticket Fields to categorize the type of issue/contact for every single client who reaches out to our team, which has helped us be more proactive with resolving overarching issues.
July 21, 2023
Freshdesk Review
Information not available at this time.
We do not wat to use these features at this time. We are a small team with a simple structure and we want to provide customers with personalised human responses.
July 21, 2023
Your friendly support platform
Haven't used those features.
July 21, 2023
FreshDesk was just a perfect fit for us.
It has, but we don't have the extra stuff like AI.
July 20, 2023
excellent value for money
We actually had customers questioning us on how we got so fast lately, so I guess they noticed something changed
July 19, 2023
RAKEZ Freshdesk Review UAE
off course Freshdesk has helped my work ORG to increase customer satisfaction and/or retention. that is why we are still using it since 7 years for more that 13000 customers and compnay as a government section and we are totally happy
Customers have not complained about using Freshdesk - but they do not tend to focus on its features; it's a transparent tool for communications, and that speaks well of it.