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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

It would be hard to say anything about customer retention being increased by using Freshdesk, but it is likely helping in this area. Closing out their tickets promptly and well does make happy customers. The Twitter integration is not ideal, but it's a helpful tool when someone DMs you for help or …
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Customer Satisfaction

We use bots that can resolve a number of questions without agents' involvement.
Canned responses in chat help to reduce response time.
Topics help to assign specific questions to skilled agents.
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Customer Satisfaction

i have used the ai chat and it's good for more common issues. What i like is that there is still an option to speak to a support agent to help with your problems. I haven't had a lot of problems with the system but for the few times i have the support is great
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Customer Satisfaction

We have 60 automation rules defined in our Freshdesk instance, allowing to specify multiple AND/OR conditions either at ticket creation, on Time triggers or Ticket Updates. This allows our client's tickets to be routed very fast to the appropriate group, thus limiting the manual dispatching. …
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Customer Satisfaction

Without a doubt. Our field is very niche and requires specialist knowledge of not only the field as a whole, but also many tools and techniques that took me decades to learn, making it not only impractical but impossible to replicate is customer service staff. However, with various Freshdesk …
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Customer Satisfaction

Pros - I have been using the services of this company for many years and am very happy with their level of service. They always deliver what they promise on time and within budget, which is more than I can say for other companies I have used in the past. Cons - Current user interface on the …
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Customer Satisfaction

They have definitely helped increase customer satisfaction. We use FreshDesk for website portal tickets and internal tickets and we convert our incoming calls to tickets manually. We do not currently use the FreshCaller product so unable to comment on that product. Their ticketing system is state …
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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

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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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

View all 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

(503)

Attribute Ratings

Reviews

(51-75 of 212)
Companies can't remove reviews or game the system. Here's why
April 07, 2023

Should I buy Freshdesk App for CRM?

Carrie Sobers | TrustRadius Reviewer
Carrie Sobers
Senior Customer Support Engineer Manager
PandoCorp PLC (Logistics & Supply Chain, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Convenient and user-friendly application to manage Customer's tickets. Flexible to set the SLAs on every customer onboarded to the support team. Friendly reports to do the trend analysis. Automate ticket responses, follow-ups, and Ticket fieldset, and schedule multiple reports, and much more. Customized Dashboard to see the dedicated customer queue.
April 05, 2023

All in one Omnichannel service with FIRST CLASS support

Verified User
Manager in Customer Service
Retail Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Being able to set up automations where it pre-determines the type of email it is then allows for auto-assignments to agents that possess the knowledge/skill to be able to deal with that query. Scenario executions allows a number of preset steps to be done in a click of a button, rather than manually. Canned responses for tickets and chats allow the agents to support similar queries with ease - yet still allow it to be personalised. Having the Knowledge Base available for both agents and customers, including full control of what either of them see. Less suited: Some apps are provided by a third party, which doesnt always have the same fantastic response time as Freshdesk made apps.
April 05, 2023

Easy to handle and broad range of features for efficient communication

Verified User
Project Manager in Other
Renewables & Environment Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk is good for communicating with customers, receiving and answering support issues and keeping an overview of messages / customers. Freshdesk helps with organizing customer data and with clustering support cases. It is also very flexible and tickets can be created with many options, which can also be exported to work with (e.g. Excel).
For CRM and Project Management there are better tools.
April 05, 2023

Freshdesk Fever

Wim Van Aelst | TrustRadius Reviewer
Wim Van Aelst
BPP Service Manager
FPS Economy (Government Administration, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Before selecting a helpdesk product, we asked our agents to evaluate 3 products, and this one was by far the easiest to use in practice.
So: I do not know of a better product at the market that works so good for that pricing.

When integrations with internal databases are necessary, it might not be so appropriate.
April 05, 2023

Freshdesk makes your email fresher than ever

MH
Mahdi Hajji
Account Manager in Customer Service
Classy Updates (Retail, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Getting lots of emails that are generally the same questions and answering them like lighting fast due to canned responses. The mobile app has no notifications only when i click the app do they come up making the response time a little less responsive.
April 03, 2023

Freshdesk Was Our First CMS, But It Was the Perfect Choice!

Verified User
Employee in Customer Service
Public Safety Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We have been using Freshdesk for a year and are still very happy with the decision we made when we chose Freshdesk as our customer support portal. It has helped us organize customer requests and handle issues in a timely manner. It is easy to use and quick to set up. We like that the user interface is modern and easy to use because that's important so new employees can learn the system as quickly as possible. I was also responsible for integrating Freshdesk into the company, so I had contact with customer service a few times. They were able to help and support me quickly and so I was able to integrate the system very quickly.
April 03, 2023

It's been great!

Verified User
Analyst in Customer Service
Consumer Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It was very manageable and easy to put up widgets within the dashboard. However, it was very challenging to export the data that we need for further analysis. The added widgets has it's own assigned data on export which is lacking in some cases because we need more data tied to the tickets than what the export function includes in the report.
April 03, 2023

Freshdesk is a great learning tool for education

RS
Roger Sheffield
Instructor (INFOSEC)
Job Corps (Education Management, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk is well suited for small companies or small IT teams looking to start managing their selves easily and free. There is a low learning curve and it's easy to put in tickets. Freshdesk feels like it would crumble under pressure if every detail is needed. From conversations shrinking and merged tickets disappearing, There are things to work on.
April 03, 2023

Freshdesk - Communicate, Track and Produce - Fresh as Can Be !

Verified User
Professional in Information Technology
Government Administration Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great for communications with clients and request tracking and management. Not as easy to use as it could be - the GUI information doesn't jump out at you. The filtering is very limited and needs to be improved.
April 03, 2023

Freshdesk Review

Verified User
Engineer in Engineering
Leisure, Travel & Tourism Company, 1-10 employees
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
- Freshdesk has proved to be a good service for creating and tracking tickets, working well with other technologies like Zapier to make form processing & ticket generation seamless.
- Great for integrating chat and call with ticket creation for later reference.
- Allows setting up of automated workflows on designated triggers - this means that a lot of communication and administrative work can be handled automatically.
April 03, 2023

The Freshest Desk!

KB
Kylie Bieze
Marketing Services Manager
Baird & Warner (Real Estate, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When it comes to a ticketed based system to manage requests — albeit with your colleagues, different members of an internal department at your place of work, or a ticket requester — it keeps the process running smoothly. My industry in Marketing definitely needs a software like this to be able to keep track of, monitor, and save requests like this to make our lives (and our ticket requesters lives) smoother in the long run.
April 03, 2023

Freshdesk

Verified User
Employee in Information Technology
Non-profit Organization Management Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for small businesses and non-profits. It could use some improvement in the pricing per agent and the features allowed within the growth plan. Overall, I am pleased with the ease of use and performance. I am not sure if it would be cost effective at the enterprise level without changes to the plans.
March 31, 2023

Great organizational tool!

Verified User
Administrator in Other
Professional Training & Coaching Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk allows our company to communicate needs with visibility to everyone. It is much better that making requests via email which is only visible to limited employees. This helps us stay on track and creates continuity in workflow. If one employee is on vacation, we have access to her progress on issues or assignments. Absolutely love this product!
March 31, 2023

Cumbersome Long in the Tooth Tool with Extra Hoops to Jump Through for Account Management

Dave Lievense | TrustRadius Reviewer
Dave Lievense
Director of Product Engineering & IT
Her Campus Media (Computer Software, 51-200 employees)
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend EVERYONE to use something different unless you're already invested in the Freshdesk/Freshworks ecosystem. There are better KB tools out there like Coda and better support tools out there like Helpspot. This Frankenstein of a system that has been patched together with little care given to how it is WAY more cumbersome for small business customers combined with a support team that just reads canned responses back to you means everyone is better served going elsewhere.
March 31, 2023

Prompt Support, Happy Customers

Verified User
Manager in Customer Service
Furniture Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I can see the order history in the tickets. The call recordings and chat conversations are embedded in the tickets so I can listen to the issue in detail. These features are crucial when you have to make a decision. Otherwise, different inquiries can create confusion between the departments and personnel.
March 31, 2023

The Ultimate Information Technology Ticketing Platform

MP
Matthew Poulton
System Admin
Geotek Inc (Chemicals, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk is well suited for small, meduim and large IT departments from my experience. I've implemented Freshdesk at two companies in the past, one with over 2500 employees. The ticketing system is easy to use and friendly to the users. There are plenty of options on how to set it up per company. Optional features like asset management and HR functionality like onboarding and offboarding make it the perfect solution for a variety of scenarios.
The option to customize a portal for users to submit tickets is also nice. Freshdesk also has a pretty impressive API which can be used to write custom applications that utilize our Freshdesk subscription.
March 31, 2023

Great Experience!

Verified User
Analyst in Customer Service
Computer Software Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk is an excellent platform for our Knowledge Base resources. I love how we have the option to hide them for logged-in users if needed. The customer support ticketing system is user-friendly and works well for me at the moment. If ticket volume from customers increases, I may need to do things differently, but for now I'm happy with it.
February 28, 2023

Freshdesk review

Dan Knauss | TrustRadius Reviewer
Dan Knauss
Editor In Chief
Post Status LLC (Information Technology and Services, 1-10 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Freshdesk works well as a traditional support desk, and the automation feature can help filter incoming contacts very well. It's great for a single user or a large team. It is minimally passable for integrating with other apps and sites, however. The WordPress and Slack integrations seem especially mediocre. The sales and documentation pages for them are confusing, and they do not seem to be actively developed and maintained.
February 28, 2023

An Excellent Product

Verified User
Employee in Customer Service
Consumer Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Recently, there was a need to match our inbox authentication to a higher standard of security, this was implemented by Freshdesk. The result was we needed to re-authenticate about a dozen inboxes. We were given ample time to make the necessary changes, and our Technical Account Manager was with us all the way to make sure our operation can continue to run smoothly and that we could implement the changes with no downtime.
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