Skip to main content
TrustRadius
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…

Read more

Learn from top reviewers

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...
Continue reading
Kaley White
Analyst - Other
Data Analyst, Regulatory Affairs and Quality Assurance
Limbus AI
Freshdesk2 years of experience
Verified on LinkedIn

Freshdesk is the Best

Rating: 10 out of 10
November 21, 2024
IncentivizedVetted ReviewVerified User
We use Freshdesk for multiple departments, IT, SITE, REPRO, DISPLAY, it makes our lives easier, makes the users who submit tickets life easier. Freshdesk is the easiest helpde...
Continue reading
Neil Hall
Manager - Information Technology
IT Manager
St Edward's School
Freshdesk2 years of experience

Freshdesk : A Masterpiece and value for money.

Rating: 10 out of 10
November 1, 2024
IncentivizedVetted ReviewVerified User
Our organization utilizes Freshdesk as a comprehensive customer support platform to streamline and enhance our customer service operations. It plays a key role in addressing s...
Continue reading
Monish Mehta
Manager - Customer Service
Senior Ops Manager
Pharmarack Technologies
Freshdesk4 years of experience

The Best CRM solution on the Market.

Rating: 10 out of 10
September 19, 2024
IncentivizedVetted ReviewVerified User
We use Freshdesk as our CRM. We also use Freshchat, which is our Chat Support Platform. We have integrated Exotel, which is our Telephony solution, with Freshdesk, and it help...
Continue reading
Athul Sivadas
Manager - Customer Service
Senior Manager - CRM
Bolt.Earth
Freshdesk3 years of experience

Freshdesk - A Must Have Software For Any SAAS Company

Rating: 6 out of 10
September 12, 2024
IncentivizedVetted ReviewVerified User
We are a tracking and reporting software that helps online marketers understand traffic trends and the associated costs. We use freshdesk as our support ticketing system for o...
Continue reading
Luke Kadillak
Project Manager - Professional Services
Product Innovation Manager
CAKE (getCAKE.com)
Freshdesk6 years of experience
Log in with LinkedIn to see content from your network

How Freshdesk Differs From Its Competitors

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 …
Continue reading

Customer Satisfaction

Freshdesk's omnichannel customer support suite and AI-powered automation have positively impacted our business by improving customer satisfaction and retention. With its ability to integrate multiple communication channels—such as email, chat, and phone—into a single platform, our team can provide …
Continue reading

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 …
Continue reading

Customer Satisfaction

Freshdesk’s omnichannel approach allows customers to reach support through their preferred channels—email, chat, phone, or social media. This flexibility has made it easier for customers to get assistance without switching platforms. As a result, customers experience faster, more convenient …
Continue reading

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.
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

Customer Satisfaction

No. Infact it was a disappointing experience. On one hand there is a heavy cost associated with using the bot, on other hand, the functionality of the bot couldn't be greatly appreciated as it does a basic job a submitting a ticket, which otherwise customers can do it themselves. The number of use …
Continue reading

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.
Continue reading

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 …
Continue reading

Customer Satisfaction

Actually, we haven't yet used those advanced features because our clients are inside clients from our organization, so they do not come and go. However, they appreciate the new system that is much better than having simple emails responses as we did before getting Freshdesk in place in our IT team.
Continue reading

Customer Satisfaction

We have been using Freshdesk as our support platform for a few years and it's been great. From the neat UI design to the easy and robust customization of the product; it's been a pleasurable experience all around and has helped increased our customer satisfaction/retention rate.
Continue reading

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.
Continue reading

Customer Satisfaction

I have only use the automation in terms of the initial ticket creation however, I can see how it can benefit. One thing that I notice is the closing of tickets to customers who don't respond. It gets there attention when they get the notification.
Continue reading

Customer Satisfaction

Our Customers are able to get their ticket routed quickly and efficiently thanks to the automatic ticket assignment and balancing between Technicians and Specialists. This helps get our response times down low and get the ticket resolved within 3 hours usually. Customers are extremely thankful …
Continue reading

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

Return to navigation

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
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 7.8

Self Help Community

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

8.2
Avg 7.6

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.

8.4
Avg 7.6
Return to navigation

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 Organize and prioritize service tickets and Email support highest, with a score of 8.9.

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

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 168)

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
Implementation Rating
8
My company first implemented Freshdesk before I was brought on, but from what I heard, implementation was easy and didn't require Freshdesk customer support. I implemented several additional customizations, such as automation and custom objects, and there was generally enough Freshdesk support documentation for me to figure things out. Freshdesk support and sales were generally helpful with troubleshooting and exploring features available on higher plans, but I felt that my company's specific needs were sometimes deprioritized.

The Best CRM solution on the Market.

Rating: 10 out of 10
Incentivized
September 19, 2024
AS
Athul Sivadas
Senior Manager - CRM
Bolt.Earth (Automotive, 51-200 employees)
Vetted Review
Verified User
Freshdesk
3 years of experience
View profile
Implementation Rating
9
User-friendly platform that offers versatile automation and API options, providing an all-in-one solution for both chat and ticketing systems. Their 24/7 customer support is highly responsive, and they proactively engage with clients through regular reviews to ensure alignment with business goals. Freshworks also continuously improves its features, making it a dependable, comprehensive tool for managing customer interactions.

Freshdesk - A Must Have Software For Any SAAS Company

Rating: 6 out of 10
Incentivized
September 12, 2024
LK
Luke Kadillak
Product Innovation Manager
CAKE (getCAKE.com) (Computer Software, 51-200 employees)
Vetted Review
Verified User
Freshdesk
6 years of experience
View profile
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.

Freshdesk is the Best

Rating: 10 out of 10
Incentivized
November 21, 2024
NH
Neil Hall
IT Manager
St Edward's School (Education Management, 51-200 employees)
Vetted Review
Verified User
Freshdesk
2 years of experience
Implementation Rating
10
We had alot of issues due to the nature of our network setup being secure, Freshdesk support were awesome, lots of help even on a free version

Freshdesk : A Masterpiece and value for money.

Rating: 10 out of 10
Incentivized
November 01, 2024
MM
Monish Mehta
Senior Ops Manager
Pharmarack Technologies (Hospital & Health Care, 501-1000 employees)
Vetted Review
Verified User
Freshdesk
4 years of experience
Implementation Rating
9
I strongly recommend the Freshdesk platform while recognizing that there's always room for improvement. It is a good ticketing tool and has good customer support, but it could be more cost-friendly for small and medium-sized organizations. Hence, I give it a 9 out of 10.
Return to navigation