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
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 …
Continue reading

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 !!
Continue reading

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 …
Continue reading
Read all reviews

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)
    8.7
    87%
  • Organize and prioritize service tickets (141)
    8.7
    87%
  • Email support (138)
    8.7
    87%
  • Ticket response (142)
    8.6
    86%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all pricing

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
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.3
Avg 7.8

Self Help Community

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

8.3
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 7.5
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 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 Ticket creation and submission and Email support highest, with a score of 8.7.

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 and Ratings

(506)

Attribute Ratings

Reviews

(1-25 of 212)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk is ideal for all types of companies.Efficiently manage tickets and ensure quick responses. It's perfect for tracking issues, communicating, and quickly meeting customer needs. Its user interface is easy to use and also very simple to configure. Multi-channel support is provided when your business interacts with customers through a variety of channels, including chat, email, phone, and other social media platforms.
Score 9 out of 10
Vetted Review
Verified User
It is good for the support team to assist the customers on timely manner, it also helps in tracking the SLA's and KPI's along with the feedback and responses received from the clients.

The team leads can check all the tickets in one place by using the statuses and it also allows to create teams and groups and assign the tickets.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk excels in handling customer support for small to mid-sized businesses, efficiently managing ticketing, and ensuring timely responses. It's ideal for streamlining customer queries, tracking issues, and maintaining communication. However, for large enterprises with complex support structures requiring highly customizable and intricate workflows, Freshdesk might have limitations in meeting extensive scalability and advanced automation needs.
James Allnutt | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user.
Jeffery Albertson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk is well suited for a school district. Before Freshdesk, our staff had to fill out a form for a facilities or maintenance problem and take it to the building office to be faxed to the Maintenance Department. Now, teachers can quickly report a problem on their classroom PC without taking time away from their students.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Well suited : Small to medium business or organizations, this will be cost effective and scalable customer support solution. Freshdesk really easy to setup and user friendly interface. Multi channel support, when your organization dealing with with user across various channels such as email, chat, phone and other social media. Knowledge base management, we can build and maintain a comprehensive knowledge base for self service for end user. Service level agreement (SLA) Management, prioritize SLA adherence in end user support can leverage Freshdesk. Less ppropriate : Large enterprises with complex requirement. In my opinion, Freshdesk is not have extensive and customizable as some enterprise solution Non standard communication channel, if business relies on non standard communication channel or has unique requirement for communication, Freshdesk may not offer flexibility in my opinion.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Great for tech companies to handle support queries. Also really handy for hosting product documentation. Our product is quite complex so we’ve also been adding use case examples to show what customers can use the product for to gain more value. We’ve had very positive feedback on this approach.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
it is great for teams of customer support people and for small businesses . You can track issues and categorize them into different groups . This lets you do some later data analysis so you can see which type of issues are mostly coming up, and you can then give these issues more priority for fixing.
July 24, 2023

Honest feedback

Score 10 out of 10
Vetted Review
Verified User
Incentivized
If there is a need for a ticketing service, Freshdesk could be one of the best platforms. I've seen some of the alternatives out there and none of them offers the level of sophistication in an easy-to-use manner as Freshdesk offers. Freshdesk also plays as a wonderful database for helping log and document historic conversations and this might be a big step to build an automated support with the resources available.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Any call center or customer support team can really lean into Freshdesk - it's so much more efficient than manually managing an email inbox. Our other operational teams use it a lot too. We have automations set up, for instance for when a client orders an add-on product. A ticket is emailed to the appropriate team to create and deliver that product seamlessly.

I do think that Freshdesk might be better suited for medium or larger teams. With a very small team, I don't see it adding much value, unless it's a small team handling a lot of volume.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
This is a step up from using email to manage our support desk; it is much easier for team members to take over from each other as a ticket progresses because the history of the support ticket is clearly visible to all users.

There are still inconveniences in the system which create additional admin work for us. It seems like I get lots of notifications about new functions being added to FreshDesk, but I would like to see more quality of life improvement s to the existing toolset.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It does well as a means of communication between end users and support agents.
It's not well suited for creating tickets on someone else's behalf, reassigning the ticket to a different end user, allowing other end users to read and edit the tickets' details.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
One thing we did with FreshDesk which helped a lot was integrating it with our other services so staff can submit a ticket via a form that collects the information and then our automation takes the information and creates a ticket for them which now includes all the information necessary for the ticket and creates these tickets in a consistent manner. It was very easy to set up and integration and automation are where FD shines for us.
Return to navigation