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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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How Freshdesk Differs From Its Competitors

Customer Satisfaction

We had an incident in which downgrading our plan caused problems with a custom web hook. It took weeks for customer service to properly identify the problem. It was a frustrating experience that resulted in quite a bit of down time. We had to initiate several help tickets because various agents …
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Customer Satisfaction

I haven't made use of the AI-powered automations yet, but being able to handle both email and facebook messages/posts from one platform with an easily searchable history, the ability to set up easily applied "canned text" answers, and the ability to bulk edit when needed, has been a great …
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Customer Satisfaction

The canned responses allowed for us to respond to the customer requests faster and provided streamlines ways to give accurate information to the end-user. Customers are now using the system to get their IT tickets resolved faster, as they are seeing the responsiveness and resolutions come 10x …
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Customer Satisfaction

Our users have reported that since we moved they've felt it is so much easy to get support from us. Our emails are so much cleaner combined with the online portal for users to check the status of the tickets themselves and reply directly from the website.
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Customer Satisfaction

It has, with the speed that we are able to respond with and with the filters/search bar functionality, it greatly reduces our investigation time and allows us to access information when we need it. It's easily accessible to everyone in the company and the navigation makes it user friendly so that …
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Customer Satisfaction

Omnichannel is something of a misnomer. While, yes, they offer the ability to integrate multiple channels, there's a difference between "it does this thing" vs. "It does this thing and does it well."

Facebook integration is all-or-nothing; you can't do just comments on FB posts, or just FB inbox …
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Customer Satisfaction

I think Freshdesk as a tool like any other is what you make of it, essentially before I was the administrator we used it like a glorified email inbox, we are bit by bit making it work better for us as we learn by doing, the tools available give a great reign on how we manage our ticket volume, …
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Customer Satisfaction

This I am unable to comment on, I would like to think that with our expert Customer Service Support staff, and the quicker resolution that yes it has, but without having the information on what it was like prior to Freshdesk I cannot honestly answer.
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Customer Satisfaction

Yes, as described before time for resolution and/or until first reply could be reduced significantly, which on the other end leads to higher customer satisfaction.
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Customer Satisfaction

Automations on Freshdesk has helped us divert any ticket that doesn't require an agent to be managed accordingly. It has been helpful in making our agent productive and better manage our inbound volume. It has helped identify which concerns are most popular on a weekly basis and has helped us …
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Customer Satisfaction

Freshdesk is being used as a learning platform for students and not actively trying to increase customer satisfaction and or retention. That said, staff around center have been really happy to have an extra 10 IT techs on center to assist them with general information. From plugging in computers …
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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.
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Customer Satisfaction

We use this for internal tickets only. Employees of the firm are supposed to interact with Helpdesk by email only; phone calls are initiated by help desk agent
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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)
    8.7
    87%
  • Organize and prioritize service tickets (141)
    8.7
    87%
  • Ticket response (142)
    8.7
    87%

Reviewer Pros & Cons

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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
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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 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 Ticket creation and submission 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

View all alternatives
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Reviews and Ratings

(506)

Attribute Ratings

Reviews

(26-50 of 212)
Companies can't remove reviews or game the system. Here's why
July 18, 2023

Freshdesk meets all our needs in a no-nonsense and extremely reliable experience

DF
David Fenske
Web Developer
Footprint Business Solutions, LLC (Internet, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Freshdesk is particularly well suited for a huge range of needs, any time communication between support agents and customers is required. I might step outside the Freshdesk interface if I need to have a bit more flexibility in formatting a document, etc., but I can always attach documents as well.
July 18, 2023

Freshdesk simplifies your customer service processes

Verified User
C-Level Executive in Marketing
Marketing & Advertising Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This product is great to answer incoming inquiries from a larger number of email addresses. It keeps everything in one place and it easy to view and respond to customers. The mobile version could do with some upgrading.
July 18, 2023

Freshdesk Review

Verified User
Administrator in Customer Service
Financial Services Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Freshdesk is better for smaller companies looking for a low cost value product. It isn't as nice as some of it's competitors at the high end, but it gets the job done, especially at the lower end. There are some advanced things you can do in Freshdesk, but some things are more difficult than they have to be.
July 18, 2023

Freshdesk | Glance of Usage of since 2 years

Sourav Saha | TrustRadius Reviewer
Sourav Saha
Senior System Administrator
Bianco Evento GmbH (Apparel & Fashion, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk is all in one ITSM tool, it has capabilities with Incident, Change, Request, Release Management as per ITIL. It helps integrating its child products. It also having functionality of Linked Ticket, Parent-Child Ticketing. There is a great choice when it comes to Day Passes, which is less in price to implement with Just in Time Access.
July 17, 2023

FD

Verified User
Project Manager in Corporate
Telecommunications Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The best scenario would be for a support team, especially for SaaS, where a support team is needed and a ticketing system has to be in place as live chat will not suffice as when it comes to SaaS most concerns are regarding some technical issues. It's actually applicable to almost all companies as it can also be used internally
July 17, 2023

Freshdesk makes managing my trouble tickets a breeze

DG
Douglas Gasperi
Senior System Administrator
KSP Systems (Information Technology & Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We have used many ticking systems in the past one of those being ZenDesk, and this is leaps and bounds better. The mobile app makes it very easy for me to keep an eye on things when not at my desk. There is also Microsoft Teams integration that helps a lot too. It was very easy to learn and adopt. We imported our last system into this one with very little hassle.
July 17, 2023

Freshdesk works well for our needs

Verified User
Director in Other
Non-profit Organization Management Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk is a great platform for creating tickets and tracking correspondence with customers. You can view, sort, and filter tickets in the same way you can do so with email threads in an email client. Tracking a long conversation with a customer and going back and searching through previous conversations and mining them for language is easy. Canned responses for common scenarios are a great feature.
July 15, 2023

Freshdesk is a force multiplier for a tiny customer service team!

Anthea Strezze | TrustRadius Reviewer
Anthea Strezze
Independent Contractor
Boards and Beyond (E-Learning, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you're currently using email for customer service, Freshdesk will be a huge improvement!

If you're used to B2B and branching out into B2C and finding your current approach to ticket management cumbersome, give Freshdesk a try to see if it solves your pain points.

If you're using another ticketing system and looking for a specific functionality, reach out to their reps - I've always found them very helpful!
July 15, 2023

Best starter helpdesk service system and extremely impressive with the cost of FREE!

Verified User
Manager in Information Technology
Consumer Goods Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The integration into Office 365 and creating a "helpdesk email" were seamless. The ticketing system is easy to use (user-friendly). I just with that there were multiple ways to submit a ticket, via Outlook, Teams, etc... versus an email that gets forwarded.
July 14, 2023

Best move we've ever made

Verified User
Technician in Information Technology
Primary/Secondary Education Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk just works. We moved from Spiceworks over to Freshdesk over 2 years ago and it has dramatically increased our productivity. It was so simple to set up and works so much better than Spiceworks. Freshdesk is so clean and our email responses to our users look so much better compared to the way they used to look with Spiceworks. By far one of the best moves we ever made.
July 14, 2023

Organizational dream

Verified User
Representative in Customer Service
Automotive Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
FreshDesk is great for a shared email between employees: When we need to see emails from customers the emails are easy to locate with the filters and search bar function. As an example, when a customer doesn't keep their invoices/receipts, we can look-up the order using a bunch of different keywords and it'll find what we are looking for 99% of the time. The only instance it does not is when the customer didn't purchase the item from us, or they don't have the email any more.

I only have experience with FreshDesk from this current employer and have not had previous experience with it, however it seems like it would be an excellent program for companies that have a customer service team that receive inquiries from customers and need to delegate specific people to solve the problem and/or review the email.
July 14, 2023

Freshdesk is great for your first service desk tool, but is unlikely to remain your primary tool for long.

Darryl Hadfield | TrustRadius Reviewer
Darryl Hadfield
COO (Chief Operations Officer)
Mast Cell 360 (Health, Wellness and Fitness, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I've been quite pleased with how Freshdesk allows us to see when a response is needed - FD's SLA management and tracking is quite nicely done. The ability to use built-in escalation rules has also been a pleasant change - we can easily see if a client or customer has been waiting too long for a response, and escalate those tickets to management for immediate review.
April 10, 2023

Good but needs more enterprise-oriented solution

Verified User
Manager in Customer Service
Market Research Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk suits small, medium - large businesses where the company wants to provide excellent customer support at their contact centre. It is a great platform to combine tickets, calls, live chat and chatbot into a single platform. It is lightning-fast and offers a fresh, neat UI. The areas of improvement are reporting and analytics and more customization in terms of changing the layouts of the tickets page like Salesforce. Automations are a great option to enhance the system but are limited and miss very simple options/features. It was particularly difficult for us to create Nicknames for agents and show them in the signatures. The support could not come up with any idea.
April 09, 2023

Freshdesk Internal Ticket System

Verified User
Supervisor in Information Technology
Information Technology & Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk has been a welcome upgrade for us over Spiceworks here in regards to support tickets. It has handled every customization we've put into it and there have not been any issues unless I just jinxed it. Based on our experience here with the software over the past two years, we have not run across any scenarios where it performed below our expectations.
April 09, 2023

When Good Turns Basic

KV
Kishore Venkat
Application associate
5C Network (Hospital & Health Care, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Good for small businesses and easy to use while looking good. But advanced features like audit logs don't cover admin panel changes, and automating messages can be programmed for WhatsApp source tickets. So it's good for a starter and intermediate company but in-depth features and customizations can be improved.
April 09, 2023

Freshdesk, our ultimate helpdesk solution for streamlined support

Lucas Geysen | TrustRadius Reviewer
Lucas Geysen
CEO (Chief Executive Officer)
Ghost Recordz International Uninc. (Music, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk is very useful in our communication with artists and other partners. The options to create your own categories and assign tickets to different colleagues make it easy to always trace our direct communication back to Freshdesk's helpdesk system from different forms of communication. The same also applies when an artist sends an e-mail and a ticket is created from this.
April 09, 2023

Great cost effective alternative to Zendesk

Verified User
Manager in Other
Consumer Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk is a full-suite CRM where you can integrate your phone and email-based communication onto a single platform, the Freshcaller module is optional so there is flexibility to take what you need in that regard, as we have a simple cloud PBX we don't require Freshcaller. I probably would not choose it for a sales CRM though, I'd look at Pipedrive.
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