Freshdesk

Freshdesk

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.5 out of 100
Top Rated
Freshdesk

Overview

What is Freshdesk?

What is Freshdesk?

Freshdesk is a cloud-based customer service software that enables 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...

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Recent Reviews

Super happy with Freshdesk!

10 out of 10
August 11, 2022
We use Freshdesk as our primary support tool. Users come to us if they have issues with their loans and reach us through email and …
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How Freshdesk Differs From Its Competitors

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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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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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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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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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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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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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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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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Customer Satisfaction

Freshdesk gives us good insight into our customer's support activities and how we are doing to meet their needs. The preconfigured reporting is very helpful to get a quick understanding of how the team is using the tool. Being able to report on overall performance and specific customer …
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Customer Satisfaction

Our customers are staff that works across our schools, so not the usual customer experience; however, the majority of feedback we have received from staff has been positive. After the initial learning curve for some staff, we've had no complaints about its functionality.
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Customer Satisfaction

Definitely, Freshdesk helps me answer customer inquiries quickly, and this results in higher customer satisfaction and retention. We only use email as our means of customer support, yet thru Freshdesk, such a non-voice communication platform allows us to connect with customers on a more personal …
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Customer Satisfaction

Freshdesk has helped a lot within our company, the customer satisfaction improved by 100%, we have a record of all the inquiries and request that we have from our customer and we can measure the reaction time.
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Customer Satisfaction

Unfortunately, this is not a question that I can answer in any detail since we have only been using Freshdesk for about six months and we were not using any customer ticketing service before Freshdesk and so cannot make any comparisons. On the other hand, we have not received any complaints about …
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Customer Satisfaction

Freshdesk has definitely helped us increase customer satisfaction. The ability to respond quickly and easily means customers are happier. However, we do not use the full suite of Freshdesk, so hard for me to comment on all functionalities, but the email and chat functions I use are perfect for …
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Customer Satisfaction

Overall customer satisfaction has been about the same since we moved to Freshdesk. With Help Scout we were able to have our Satisfaction Survey linked in every email and we can't do that on FD, so we send external emails once tickets are resolved and that's fine. I will say that their Freddy AI …
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Customer Satisfaction

Freshdesk has increased customer satisfaction through the increased organization of our email communication system. We are now able to resolve items quickly, and we are dropping issues less frequently. They love that all of this occurs behind the scenes and still receive communication on their end …
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Customer Satisfaction

The automatons have certainly helped us when dealing with tickets and prioritizing. Some issues are even sorted without the need for a technician's intervention! We probably only use quite basic parts, to be honest, but it does help to have tickets come in automatically tagged/grouped and …
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Customer Satisfaction

Yes, it has helped us a lot to receive the tickets from different platforms. Automation has also helped us to reply to guest requests more efficiently and swiftly. Customer satisfaction doesn't have much relevance in our case because the third-party booking websites don't allow us to send the …
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Customer Satisfaction

We are using the individual Freshdesk and Freshcaller products, not the Omni setup. We've only set up limited information so far on the helpdesk, but we've found that the suggested articles don't always bear a strong correlation to the one being viewed. It would be helpful to set these manually, …
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Customer Satisfaction

In a certain way Fresh has helped us with the satisfaction of customers. We have the fresdesk as a knowledge database (internal solutions, articles, canned responses) but it's a useful platform to re-use answers or find similar user problems. As each ticket can be assigned to an agent, group, …
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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
  • Email support (60)
    8.9
    89%
  • Ticket creation and submission (61)
    8.9
    89%
  • Ticket response (61)
    8.8
    88%
  • Organize and prioritize service tickets (60)
    8.7
    87%

Reviewer Pros & Cons

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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://freshdesk.com/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 Scorecard

Incident and problem management

8.4
84%

Self Help Community

8.1
81%

Multi-Channel Help

8.2
82%
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Product Details

What is Freshdesk?

What is Freshdesk?

Freshdesk is a cloud-based customer service software that enables 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

Welcome to Freshdesk! With Freshdesk, you can delight your customers with effortless customer service. Freshdesk is a cloud-based customer service software that helps over 50,000 customers deliver stellar customer service. ►To explore Freshdesk, sign up for a 21-day free t...
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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 Email support highest, with a score of 8.9.

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

(1-25 of 131)
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Luke Kadillak | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
Score 7 out of 10
Vetted Review
Verified User
Pros Good UI, easy to use and execute things, no need to know to code Most of the integrations available Good Customer Support, try to help with what best product can have Have also had a mobile app, so easy to track things For reporting and analytics it has most of the things, (8/10) Cons Over APIs, lack over pulling big data, having customized filters (can't pull all unresolved tickets in a go) Not give many options for customization, one needs to restrict User-specific things are hard to get on the portal after requests also Collaborator role, not of much use.
Score 7 out of 10
Vetted Review
Verified User
One word I would say for incident management this is the best platform which can be utilised it will give you great features where you can use this platform to raise tickets and get updates to collaborate internally with the teammates to get updates on tickets to manage your SLA and create custom status close and get to see who is your seeing the ticket in the live mode.
Score 10 out of 10
Vetted Review
Verified User
Freshdesk is a ticketing tool that helps organizations to manage their customer queries and complaints in an effective manner. It has various analytical reports and dashboards available, which help you to analyze data effectively and help improve processes and policies to create a better customer experience. The only area where I felt Freshdesk could do better is to provide the option to map SLA at type, sub-type, and sub-sub-type levels, which can help the organization manage and measure data effectively.
Score 9 out of 10
Vetted Review
Reseller
Aside from the improvements I've mentioned for Freshdesk to consider, I highly recommend this product for productivity tracking. For seven years now, it has helped the client and the company grow the business from 1 staff to 400 billable staff, all thanks to the time tracking ability of Freshdesk. I highly recommend it to client's businesses as well, not just the outsourced team, and it has been working pretty well for our clients.
Aishwary Rajesh Mishra | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
In terms of handling customer queries/issues/service and after-service requests, Freshdesk allows a variety of operational activities to be carried out on the tickets, and the user experience is very well designed so as to let the agents and supervisors work on the instance with ownership and high efficiency. The features offered are industry standard and are meant for Product Led Growth. It is well suited for rapid onboarding and scaling so you never have to worry when entering a fast-pacing environment. Freshdesk does not currently offer integration with the centralized phone numbers/call center applications in India so if the work you do in your organization is solely based on phone calls you better should look for other alternatives.
Jeffrey Katz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Being new to Freshdesk, I was able to get up and running quickly. This was important as there was already so much new information coming at me in a new position, one less worry was appreciated. It is intuitive as a user and I can see how the ability to customize the layout from a design standpoint allows the product to grow with us as our needs change.
Score 10 out of 10
Vetted Review
Verified User
Freshdesk is extremely well suited for providing technical assistance through various channels such as direct email contact, API-submitted tickets, Twitter or Facebook messages.

We also find the Freshdesk API very useful for automating various support tasks such as automatic replies, private notes, filling in custom fields such as license keys and so on. Note: we have an old free plan which also includes API access; I believe the free plan no longer includes API access nowadays.
Score 10 out of 10
Vetted Review
Verified User
If you have a support desk in a small to medium business, or even sales leads online in an SMB, Freshdesk could be a good option. Beyond SMB, I think Freshdesk may not scale due to its pricing per use of certain features like call minutes, and bot use instances, and due to the implementation decisions.
Score 10 out of 10
Vetted Review
Verified User
I highly recommend Freshdesk, especially for those with straightforward support needs, as it checks all the boxes. In our case, before getting Freshdesk, we prepared a list of features that we needed, and we availed of their free trial to evaluate if the things we were looking for were in the system. Below are some of the items on our list, and we got them all in Freshdesk:
  • Not complicated Customer Satisfaction Survey.
  • Ability to monitor tickets (Open, Resolved, On hold, etc.) and get the ticket's source.
  • Ability to generate reports in terms of ticket trends, volume, etc. (in our case, we use the tags to identify issues).
  • Set holidays, business hours, and out-of-business hours notification.
  • Measure response time, average first response, and resolution time.
Score 8 out of 10
Vetted Review
Verified User
We are a startup company that usually receives 30-100 tickets on a regular basis but we’re seeing that number grow steadily as our company grows. Our primary concern was automations because we wanted to ease the demand on our specialists so that they can focus on complex tickets and impeccable customer service. With Freshdesk, we were able to automate mundane tasks and shift our team’s focus on the more important things.
Score 9 out of 10
Vetted Review
Verified User
Support is very good and timely. Their own knowledge articles are to the point and not overly complex. The agents will frequently provide video clips to help understand functionality. They need to firm up the Zendesk migration tool for new customers, but once you are past that, it's very good.
Score 9 out of 10
Vetted Review
Verified User
We use Freshdesk internally, and for our intended purposes, it works almost perfectly. The only reason it's not a 10 rating is due to small missing functionalities that can only be achieved in higher payment brackets that we can't justify upgrading for; however, after some experimentation, we have yet to find an issue that can't be worked around with a little fiddling. Other than that, Freshdesk has been a huge breath of fresh air after the last helpdesk solution we used.
Score 8 out of 10
Vetted Review
Verified User
Suited: Customer support emails, FOH, and BOH roles are areas where FD performs very well. It provides a tailored experience, especially when more than one support agent gets to handle a customer. Less appropriate: FD forums are a bit outdated since the knowledge base offers a more easily digestible source of information.
Score 8 out of 10
Vetted Review
Verified User
Setting and monitoring SLAs - in addition to simply setting SLAs, Freshdesk provides an extensive set of notifications that can be configured to notify when a ticket is close to breaching SLA (up to a minimum of 30 minutes). We use these notifications to notify managers and team leads about possible first response SLA breaches and to notify agents working tickets about possible update response breaches. Reporting - coming from a background of using Tableau, the reporting is a little more fiddly. Still, it was fairly straightforward to set up some simple reports on ticket numbers that we use in customer-facing reports (it would be nice if you could make a series of changes without having to save at every single step, but that's a minor quibble).
Score 9 out of 10
Vetted Review
Verified User
It's easy for me to scale up and down our number of users. We are a very seasonal business, so there are times of the year when we are not so busy, and therefore the number of users can be reduced, which in turn reduces our costs when income revenue is low. Being a cloud-based system gives us flexibility in where we can work. During covid19, it was very easy for us to keep adapting and carry on using this platform.
Jared Lerner | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
We moved to Freshdesk from Help Scout because we simply outgrew the latter, and FD definitely offers a lot more functionality overall. From a general point of view, the platform should be good for most company sizes and offer enough useful features, and on top of that, it is noticeably cheaper than competitors like Zendesk and Intercom. I rated it a six because while the platform is good, the Product Team is slow to fix and act on bugs and feature requests, and we've also run into issues with significant email delays. We use Freshdesk's Microsoft 365 integration, but we've noticed that they have trouble supporting it when something goes wrong. It also took us a while to migrate from Help Scout because of FD's old API documentation, which could use a refresh and also some more clarification on certain items. The 24/5 Support line is helpful, but since their team can't access our data (or anyone's for that matter), it significantly increases the back and forth needed on many tickets. The company should really let their Support Teams access client data automatically as this is a standard Customer Service practice.
Score 10 out of 10
Vetted Review
Verified User
Freshdesk has introduced at my company a year ago and has dramatically improved the efficiency and organization of our email support to our members. As both an administrator and an individual contributor, I'm easily able to see how all of our departments are performing and how I am personally performing within my departments. It's very helpful to individually assign tickets to agents so that there's a clear understanding of responsibilities for outstanding items. Lastly, it's really great to run analytics on our activity on the platform and to receive customer satisfaction feedback. Both these points have demonstrated that our customers are happy with our support and that we are handling quite a number of tickets per month, which we can proudly present to our Board of Directors. Freshdesk's biggest room for growth is more sophisticated customizability. As an administrator, I occasionally feel constrained by its simplicity when attempting to meet the specific needs of each individual department in my organization.
Score 10 out of 10
Vetted Review
Verified User
It is great for running a support desk and keeping track of issues. I can see it scaling very well, both up and down to other companies. I like that you can put it all behind your own domain names and branding, too, which helps with uniformity of message to users.
Karan Thakur | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
The Freshdesk is well suited where we need a ticketing platform whether it is on the basis of email, calls or on the basis of chat. It can be used to do the analytics of the volume received from different platforms' geographies. It can also help you with detailed analytics to know the type of tickets you are receiving. It is less appropriate where we need more dynamic & automation rules for the ticket flow.
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