Freshdesk Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
217 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Do you work for this company? Learn how we help vendors

TrustRadius Top Rated for 2021

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-25 of 68)

Companies can't remove reviews or game the system. Here's why.
May 03, 2021
Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Read Maria Wiley's full review
April 27, 2021
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

All communication channels that are support-related are consolidated to ensure that customer issues are converted into resolvable tickets and for faster query resolution. It enhances creation of service tasks to keep track of tasks, appointments and team workloads. Freshdesk is effective in automating customer and agent notifications for any updates that have occurred in their tickets.
Read Elizabeth Cassidy's full review
April 24, 2021
Mikel Seidl | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk is a great solution for ticketing and task tracking for small and mid sized teams. It has served our team very well and allowed us to maintain progress on projects and change requests while staying in contact with the client. This has helped relations and kept our technicians on track; all at a fraction of the cost of many competitors.
Read Mikel Seidl's full review
April 23, 2021
John Reitz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

We used Freshdesk for clients with [websites], app, or other creative requests and issues. It worked perfectly for us in this setting. It may not have enough features for an IT service desk, but the company offers a different product specifically for that. I think this could fit any eCommerce or creative team managing requests.
Read John Reitz's full review
March 06, 2021
Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

I would recommend Freshdesk as a fairly cheap option for a smaller team. We've actually been looking at other options for a project management system. Freshdesk seems to be a little behind on some of the things that other software can do. Freshdesk is easy to learn though and still keeps everything in one place. I prefer other software myself.
Read Morganne McIntyre's full review
June 23, 2021
Rachel Fishenden | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It is appropriate in collaborative ticketing and converting customers issues into resolvable tickets so that we are able to deliver quality customer service using different channels
Read Rachel Fishenden's full review
May 13, 2021
Nipun Mohanty | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk is well suited if you have a customer facing support function. It is the tool that you have been looking for to manage all your incident management requirements. The analytics feature is impressive and helps us in improving our areas where we lack in supporting our customers, assisting in making data enabled decisions.

Freshdesk will be an over ill if you are looking for an internal incident management tool, most features would not be used and hence not very effective.
Read Nipun Mohanty's full review
May 10, 2021
A.K.M Mahmudul Islam | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Customer issue resolution and customer complaint management. Freshdesk helps to create auto ticket numbers and follow-up schedules. It can be integrated with email and can be followed up with customer issues. It is less suitable for the internal issue and for internal issue resolution and it does not have an SLA maintaince system.
Read A.K.M Mahmudul Islam's full review
April 23, 2021
Brandi Larkin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk is much more user friendly than other platforms I have worked with for the end user and the support staff. The Solution Center really amps up the end users ability to answer their own questions and empowers staff to look for the answer rather than "wing it". The ability to create custom reports to evaluate the data is great.
Read Brandi Larkin's full review
April 23, 2021
Craige Hardel | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

[Freshdesk is well suited] if you want a decent service to manage your tickets no matter what stage of business you're at. They're flexible with their app and have a decent free tier when starting out so you can grow with them. More experienced teams can get a platform that's stable and seasoned so it'd be a good fit for them as well.
Read Craige Hardel's full review
April 22, 2021
Jason Kerley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

We recommend it to work with inventories that require IT functionalities, either to manage the life cycle of our assets in whole or in part. It also has functions to handle reports of different types, which can be configured quickly in case of emergencies or any kind of incident during the accounting work.
Read Jason Kerley's full review
March 09, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk works very well for many types of organizations and environments, as long as you need some sort of ticketing or communication tracking system. With the many different plans available, one should fit most use cases. If you don't need ticketing, or need to manage a different sort of communication (e.g. specifically for sales) then there are more applicable options out there.
Read this authenticated review
March 08, 2021
Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk is a good solution for people wanting a modern interface with a comparable feature/cost ratio to other solution providers. Smaller teams of 5-10 would benefit more from it, whereas larger teams may struggle with some of the restrictions of the reporting and collaboration features. Add-ons for additional functionality can add up in a hurry, but it has plugins to integrate with other well-known services that you may already be paying for now. Were the phone channel they offer be stronger and less costly, we would probably give them a higher rating.
Read this authenticated review
March 08, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk provides for a solid experience, and if it weren't for some very small shortfalls in reporting, it would deserve a rating of 10/10. Our team enjoys working with Freshdesk, they use it more than any other tool in our stack, and the intuitive layout makes it easy to navigate, which saves us time and allows us to move onto the next interaction quickly. We also use several integrations available in the catalog with new and existing tools in our stack which allows for more fluid communication with other business units who have an interest in support tickets such as the Customer Success and Product teams.
Read this authenticated review
April 30, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

I expected it to be overkill for a small team, but it was perfect, and I suspect that it would scale to larger teams as well. Freshdesk is ideal for teams on the go, too. I used their mobile app to respond to support requests while I was traveling, and could respond quickly when requests came in via push notifications.
Read this authenticated review
April 27, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk is really best for the firms who are just starting their journey in the Customer Management section as the product comes in a wide variety of License Models making it easy to purchase and scale based on the Firm needs. Product is stable & customer support is best in class so scalability and routine operations are smooth.
Read this authenticated review
April 25, 2021
Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

If you are a small company looking to start out with a basic CRM then I think Freshdesk is a really great user-friendly option. However, if you require more functions such as productivity reporting of agents and the ability to integrate other software within your CRM then I believe there are better options out there.
Read this authenticated review
April 23, 2020
Brittany Schwarz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Perfect scenario is communicating with more than one client within a ticket - multiple clients can receive the same response and can relay their feedback directly. You can view closed and resolved tickets for future reference. You have dates shown to have tasks completed by to ensure nothing is overlooked.
Read Brittany Schwarz's full review
April 10, 2020
Michael Jacobson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It's a great system for organizing all incoming emails into tickets that can automatically go to the right team so the right persons can respond. It's easy to transfer, easy to add/use canned responses, and easy to integrate with our existing online chat system. Analytics could be a little easier (I can pull up my individual team members one at a time to view their totals, but not one report that includes individual numbers for each; if I opt for a single team report, I only get overall team numbers with no member breakdown).
Read Michael Jacobson's full review
February 26, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it.

It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.
Read this authenticated review
January 23, 2020
Jose Quintero | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Review Source

Likelihood to Recommend

If you have lots of external customers who reach you via social media to express some issue, discomfort, or to report a situation in overall, then Freshdesk is definitely for you. Just rerouting your current Community Manager to other tasks such as website maintenance and customer success analytics instead of the heavy load of browsing through hundreds (sometimes thousands) of comments on Facebook and/or Twitter to redirect them - if applicable - to the respective customer support areas, and instead leaving such automation to Freshdesk, is a huge advantage for your company.
Read Jose Quintero's full review
January 16, 2020
Jennifer Hess | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk is great for support ticketing, FAQs, and items that can be easily reviewed, addressed and resolved. It's not ideal for lengthier conversations or long-term projects, as it could get difficult to track multiple conversations or use the SLA notification features since long-term projects will typically have different duration parameters. Though the ability to merge tickets & edit subject lines in Freshdesk is helpful (I wish Gmail would let me merge conversations!).

Additionally, I have another client who attempted to use Freshdesk as both a support portal and CRM solution, which didn't work well. It's ideal if all communication runs through Freshdesk, so it can be tracked and monitored. If leads are coming into Freshdesk, and then managed offline, there's a tendency to have a lot of open/unresolved 'tickets' because users don't want to bounce back and forth. However, I believe Freshworks offers a CRM solution, so that would likely be the best way to go for CRM needs (though I've not used it).
Read Jennifer Hess's full review
January 14, 2020
Isidoro &quot;Roy&quot; Jovero | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Freshdesk feels like your standard run-of-the-mill helpdesk system. I don't feel it does anything exceptionally well, but more importantly, it doesn't fall flat on its face anywhere. The biggest negative I see is when it comes to tickets where people are CC'ed. In tools like Zendesk, CC replies automatically get added to the original ticket, whereas in Freshdesk, a new ticket a created, requiring merging to keep things clean
Read Isidoro "Roy" Jovero's full review

Feature Scorecard Summary

Organize and prioritize service tickets (4)
9.0
Expert directory (3)
8.4
Subscription-based notifications (3)
8.4
ITSM collaboration and documentation (4)
7.6
Ticket creation and submission (4)
9.3
Ticket response (3)
9.7
External knowledge base (3)
8.7
Internal knowledge base (4)
7.9
Customer portal (3)
8.4
IVR (1)
3
Social integration (2)
7.6
Email support (4)
9.8
Help Desk CRM integration (4)
8.3

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

Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A

Multi-Channel Help Features

Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration
Additional Features
Has featureCustomizable ticketing, with automations galore
Has featureMulti-channel support capabilities: phone, email, chat, Twitter, Facebook, in-app, forums, widgets.
Has featureGamified system with points, leaderboards and quests
Has featureIntegrations with over 100 business applications

Freshdesk Screenshots

Freshdesk Video

Freshdesk Overview Video

Freshdesk Integrations

Freshdesk Competitors

Freshdesk Pricing

Starting Price: $15

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No
EditionPricing DetailsTerms
SproutFree
Blossom$15.00Per Agent/Per Month (billed annually)
Garden$35.00Per Agent/Per Month (billed annually)
Estate$49.00Per Agent/Per Month (billed annually)
Forest$99.00Per Agent/Per Month (billed annually)
Estate Omnichannel$79.00Per Agent/Per Month (billed annually)
Forest Omnichannel$139.00Per Agent/Per Month (billed annually)

Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Freshdesk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Freshdesk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Countries:Worldwide

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 and the Information Technology & Services industry.