Freshdesk

Freshdesk

Customer Verified
Top Rated
Score 8.6 out of 10
Top Rated
Freshdesk

Overview

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk...
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Recent Reviews

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How Freshdesk Differs From Its Competitors

Customer Satisfaction

i have used the ai chat and it's good for more common issues. What i like is that there is still an option to speak to a support agent to help with your problems. I haven't had a lot of problems with the system but for the few times i have the support is great
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Verified User
Program Manager

Customer Satisfaction

We have 60 automation rules defined in our Freshdesk instance, allowing to specify multiple AND/OR conditions either at ticket creation, on Time triggers or Ticket Updates. This allows our client's tickets to be routed very fast to the appropriate group, thus limiting the manual dispatching. …
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Verified User
Team Lead

Customer Satisfaction

Without a doubt. Our field is very niche and requires specialist knowledge of not only the field as a whole, but also many tools and techniques that took me decades to learn, making it not only impractical but impossible to replicate is customer service staff. However, with various Freshdesk …
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Customer Satisfaction

Our user can ask us question through Facebook and Twitter and these channels are integrated seemingly into the main channel being email. It works like a charm.
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Verified User
Director

Customer Satisfaction

Pros - I have been using the services of this company for many years and am very happy with their level of service. They always deliver what they promise on time and within budget, which is more than I can say for other companies I have used in the past. Cons - Current user interface on the …
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Verified User
Executive

Customer Satisfaction

It has made it easier to quickly support customers and to keep exchanges easily accessible. Also makes it easier to have multiple staff engaging with the same customer. Productivity is also enhanced by integrations like Slack.
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Customer Satisfaction

They have definitely helped increase customer satisfaction. We use FreshDesk for website portal tickets and internal tickets and we convert our incoming calls to tickets manually. We do not currently use the FreshCaller product so unable to comment on that product. Their ticketing system is state …
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Customer Satisfaction

Freshdesk has helped increase customer satisfaction by a couple different ways. One, which we have just started to implement directly into our UI is the FreshChat option. Customers have quickly gravitated towards using this in app chat option and are very happy with how responsive our team is able …
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Customer Satisfaction

Providing solution definitely impact us when they get solution through a channel that is specifically for the tickets and working without issue. Freshdesk I found never got down their servers. So no issue is faced in connectivity. this helps to work fast and save the time.
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Verified User
Consultant

Customer Satisfaction

For customer satisfaction, there is an improvement in CSAT, around 80%. The reason this happened is that using the Knowledge base can be used as self-help for customers. Automatically escalating priority issues to a particular team using AI automation. Dependency reports and setting rules to …
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Verified User
Program Manager

Customer Satisfaction

As per my use case, it help me a lot and the customer too because the customer was also having access to this platform so that they can raise incidence whenever they have issues with the implemented applications and this application is very easy to use even if you are not having any knowledge of …
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Verified User
Consultant

Customer Satisfaction

Help shorten the methods in solving problems, for example, his connection to our company's system is very easy, and the time savings for the customer have led to an increase in the evaluations of the company and an increase in feedback.
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Customer Satisfaction

Yes it definitely helped our business increase customer satisfaction and customer retention as we were able to resolve and track queries quickly. Annalise data and improve processes and policies.
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Verified User
Director

Customer Satisfaction

Freshdesk’s omnichannel customer support suite and AI-powered automation helped us massively. We are now promoting the omnichannel for our clients as it is already a one-stop shop. We can now assist with tickets, calls, and chats without having to pay more in licenses. Furthermore, it eases the …
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Customer Satisfaction

Freshdesk has helped our organization to rapidly evolve in terms of customer support and success and also helped to smoothen internal processes to a great extent. To sum up, the implementation has resulted in achieving an improved NPS and increased business across different LOBs. Technologies such …
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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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Verified User
Administrator

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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Verified User
General Manager

Customer Satisfaction

We switched to Freshdesk mainly to get customer feedback, so we know how we are performing as a team. Since the switch, it just validated that we are really doing well in supporting our users since we now have the customer satisfaction data. It also allowed us to review specific processes and …
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Verified User
Employee

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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Verified User
Director

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
  • Ticket creation and submission (71)
    9.0
    90%
  • Email support (70)
    9.0
    90%
  • Ticket response (71)
    9.0
    90%
  • Organize and prioritize service tickets (69)
    8.9
    89%

Reviewer Pros & Cons

View all pros & cons
Verified User
Program Manager in Information Technology
Machinery Company, 201-500 employees
Verified User
C-Level Executive in Customer Service
Computer Software Company, 11-50 employees

Video Reviews

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Pricing

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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://freshworks.com/freshdesk/pricing

Offerings

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

Welcome to Freshdesk | Best Customer Service Software
01:51
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.5Avg 8.2

Self Help Community

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

8.3Avg 8.1

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.

8.4Avg 8.1
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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 stellar 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.

Freskdesk 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 Support 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 9.

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

 (366)

Attribute Ratings

Reviews

(1-25 of 70)
Popular Filters
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January 27, 2023

Easy to use, implement and work with

Verified User
Program Manager in Information Technology
Machinery Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Implementation Rating
10
easy to use, simple to manage, but has enough customisation to allow a range of automations and canned responses. The canned responses and ticket categorisation automations save a lot of manual work. If you want to improve productivity i would definitely recommend using Freshdesk helpdesk system. It runs in a web browser so doesn't require a lot of overhead
January 25, 2023

Rough at first but ultimately satisfied

Verified User
C-Level Executive in Customer Service
Computer Software Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Implementation Rating
4
In my experience, we had a pretty rough start with Freshdesk. No continuity with our representatives, being promised features (in Freshsales) that never came to fruition until 2 years later, it was as if nobody was listening and I was very concerned that some of my requests were so foreign. We're just a small company and there's no way we were the only company that wanted certain features. Our implementation should have been more hands-on with someone(a single individual who had studied the hours and hours on sales calls I'd had in testing out the system) who really listened to our use case and was prepared to guide us accordingly instead of trying to provide the rote onboarding delivery.
January 15, 2023

A feature-rich application that can improve both your Customers' and Agents' Experience

Verified User
Team Lead in Customer Service
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Implementation Rating
9
I gave a 9 but in many cases, it would be a 10. We are using the Multiple Product Freshdesk's features, and this was a little challenging to implement, just a heads-up for those who would like to use that feature. Mind you; the vendor was very helpful during this implementation.
January 14, 2023

Don't take my Freshdesk away!

Chris Dangerfield | TrustRadius Reviewer
Chris Dangerfield
Director
Lock Pick World (Retail, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Implementation Rating
10
It's hard for me to speak in detail about implementation since I don't overlook that part of the business, what I do know, however, is that on the day my business partner said we were getting, we got it, and were using it the very next day. Knowing my business partner like I do, if there were any problems I'd have heard about them, several times, and with increased frustration. His silence tells me all I need to know. Since then, there's been absolutely no problems whatsoever.
January 14, 2023

Freshdesk Ticketing Portal and Software.

Verified User
Executive in Information Technology
Financial Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Implementation Rating
10
I've been using Freshdesk, they're a great ticketing platform and system and have some of the lowest pricing out there. It was actually easy to set up & use. They also seem to be a company that cares about its customers' experience, which is really proactive for any company. Overall Great Platform
January 11, 2023

FRESHDESK WORKS..... GREAT and Outstanding Customer Support!

D. Todd Williams | TrustRadius Reviewer
D. Todd Williams
Performance Reporting Manager
TeamViewer (Telecommunications, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Implementation Rating
10
They worked closely with our team to make sure we set up our system in a logical and efficient manner. They new exactly the questions to ask us to help us with the implementation set up. I would recommend their professional team to any company looking for top industry talent and execution.
January 11, 2023

Freshdesk Review

Verified User
Employee in Information Technology
Computer Software Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Implementation Rating
9
I like the product's user-friendliness, even though I haven't explored it 100%. I love the capabilities for raising and managing support tickets, the RBAC model for the agents, as well as the customization capabilities and knowledge base section as a final touch. I have especially seen ROI for the time it takes to manage the tickets, communication, and monthly reports. Reporting capabilities have tremendous worth on their own.
November 22, 2022

Freshdesk - A Must Have Software For Any SAAS Company

Luke Kadillak | TrustRadius Reviewer
Luke Kadillak
Product Innovation Manager
CAKE (getCAKE.com) (Computer Software, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Implementation Rating
8
Our implementation was very seamless and well organized. It took us roughly 4 months to be integrated on Freshdesk and we also had to migrate from a competitor platform (Zendesk). The Freshdesk team was able to import a good chunk of our historical tickets that were on the Zendesk platform so that we could continue to keep records of past client issues/questions.
November 08, 2022

Best and Change management tool as far as I can see the market

Verified User
Consultant in Information Technology
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Implementation Rating
7
Because I am a satisfied user I have used this application for many years to handle client issues it is very effective late from when I was getting notifications whenever someone is raising or updating an incident which was associated with me it help me to collaborate with my team without letting the client know against the specific incident
September 15, 2022

Your One-Stop Shop Outsourcing Need.

GR
Grietz Rosell
Senior Business Analyst
Smartsourcing (Outsourcing/Offshoring, 201-500 employees)
Score 9 out of 10
Vetted Review
Reseller
Implementation Rating
10
For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
September 15, 2022

Revolutionizing the Customer Support

Aishwary Rajesh Mishra | TrustRadius Reviewer
Aishwary Rajesh Mishra
Assistant Manager
SecureNow Tech Services Pvt. Ltd. (Insurance, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Implementation Rating
9
I have been using the Freshdesk Self-service desk for close to 3 years now as an Admin of the instance. During the period, I have sought help from the support team of Freshworks a lot of times for planning and developing implementation strategies, setting up and improving automation, business reviews, and for training and development purposes. I also received great help from the Freshworks technical team for projects related to the integration of Freshdesk with a couple of other market apps/tools and the in-house CRM. I really appreciate the help that Freshworks support offer to ensure perpetual development and thus I want to send Kudos to the team and strongly recommend SMEs and even larger organizations to try the beautiful Customer-Focused solutions that Freshworks offer.
August 24, 2022

The Freshdesk free plan provides everything we need and more

Verified User
Administrator in Information Technology
Computer Software Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Implementation Rating
10
Setting everything up was very intuitive, although it's worth mentioning this is through the perspective of a seasoned IT technician. We've integrated everything from email and domain support to Facebook and Twitter, we've customized automatic replies, configured automation rules and so forth, all of these without having to contact Freshdesk support even once.
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