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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

Enhancing the Customer Experience

9 out of 10
January 31, 2024
I am using Freshdesk on a regular basis to assist the clients, it helps to track all the emails and reminds me all the task so that I am …
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Recommended Platform !!

10 out of 10
January 15, 2024
I have a overall good experience on Freshdesk, it's a smooth platform for managing all your Tickets !!
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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
  • Ticket creation and submission (142)
    8.8
    88%
  • Email support (138)
    8.8
    88%
  • Organize and prioritize service tickets (141)
    8.7
    87%
  • Ticket response (142)
    8.7
    87%

Reviewer Pros & Cons

View all pros & cons
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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://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

8.4
Avg 7.9

Self Help Community

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

8.3
Avg 7.7

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.

8.3
Avg 7.7
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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 Email support highest, with a score of 8.8.

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

(509)

Attribute Ratings

Reviews

(1-25 of 142)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Quick response, enhanced performance, helps in tracking the tickets as per the status updates and also as per the team wise performance. This includes different stages and also the feedback received from the clients along with the different responses. Tracks the SLA's and CSATs in the tool. Helps in time management and productivity.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk stands out in adeptly managing customer support for small to mid-sized businesses. It seamlessly handles ticketing, ensuring prompt responses and smooth communication. The platform excels in tracking issues, streamlining queries, and maintaining a structured approach, making it a go-to solution for efficient customer support management. Its interface also helps to have a faster resolution regarding any issues raised by the client.
James Allnutt | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Taking advantage of the Freshdesk implementation package made an incredible difference in how we understood and how we implemented the product - turning Freshdesk from a shared inbox to an efficient tool that works for us, not against us. The team at FreshWorks has been incredible in their post-sales support when we have issues, but also in general queries around Freshdesk functionality, or feature requests.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk is distinguished by its seamless implementation and rapid onboarding process. With straightforward setup and configuration, teams can start leveraging Freshdesk features almost immediately, minimizing downtime and accelerating the transition to support our customer. This quick implementation not only saves valuable time.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Super fast and easy. The UI is very intuitive and made it easy for all the team to be setup as agents, and some to be admins. You can easily customise the look and feel of the portal by adding a logo and custom wording. We’re very satisfied with how easy it’s been to setup.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It mostly works well in all the solutions, canned response, prioritizing, and managing customer contact information. In my opinion, there are only a few editing issues such as formatting and image insertion, so this is the reason for not giving it a 10 out of 10 in the ratio ngs. overall it is an excellent product and easy to use.
July 24, 2023

Honest feedback

Score 10 out of 10
Vetted Review
Verified User
Incentivized
The UI was very friendly to use and is nearly self explanatory without needing any external support. I personally did not require an onboarding session to the tool other than a quick 5 - 10 mins walkthrough by colleagues. They have displayed only necessary action buttons and sections on the main page such that the majority daily users can find their way through with ease.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
At the time Freshdesk was implemented, I was not in a leadership role so wasn't privy to all of the implementation steps. However, there were times we had difficulty right at the beginning in getting our email inbox synced so all emails became tickets. Overall, it was a night and day difference in efficiency from an individual contributor perspective though!
July 21, 2023

Freshdesk Review

Score 5 out of 10
Vetted Review
Verified User
Incentivized
In my opinion, it felt like our rep was just checking off checkmarks on a sheet of paper and not really explaining everything while we went through it.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value".
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