Efficient to manage communication with clients.
We use Freshdesk to handle customer emails and it has been quite effective. Our workflow has been greatly improved with the ability to …
Starting at $0 Up to 10 agents per user
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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…
Recent Reviews
How Freshdesk Differs From Its Competitors
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
- Ticket creation and submission (142)8.888%
- Email support (138)8.787%
- Organize and prioritize service tickets (141)8.787%
- Ticket response (142)8.787%
Reviewer Pros & Cons
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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
- WordPress
- Mailchimp
- Freshsales
- Google Apps
- Salesforce
- JIRA
Freshdesk Competitors
Freshdesk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Worldwide |
| Supported Languages | Arabic, 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.
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).
Comparisons
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Reviews and Ratings
(506)Attribute Ratings
- 9.8Likelihood to Renew
- 9.1Availability
- 8.5Performance
- 8.9Usability
- 8.6Support Rating
- 7.9Online Training
- 8.2In-Person Training
- 8.4Implementation Rating
- 8.5Configurability
- 9.1Product Scalability
- 8.8Ease of integration
- 7.8Vendor pre-sale
- 8Vendor post-sale
- 7.7Social Data Collection
- 7.5Social Analytics & Insight
- 8.3Social Publishing
- 9.2Social Engagement
- 9.1Contract Terms and Pricing Model
Reviews
(1-2 of 2)Companies can't remove reviews or game the system. Here's why
April 05, 2023
Freshdesk Fever
We wanted to follow up on questions from users in a more modern way. Before we used an internal database, so we lost a lot of time copy/pasting info from mails into records and there was no good way to follow-up on them. There also was no possibility to get any statistics.
Freshdesk allows us to have a streamlines process for the typical requests (access to eOLF, the application to file patent applications; or access to MyPage to review a portfolio or make payments) or for generic questions.
Freshdesk allows us to have a streamlines process for the typical requests (access to eOLF, the application to file patent applications; or access to MyPage to review a portfolio or make payments) or for generic questions.
- just sending an e-mail opens a ticket
- attachments can easily be added to 'canned responses' (standard letters)
- easy to get statistics
- feedback can be easily asked after the ticket has been resolved
- creating canned responses takes time since copying a word document always gives some errors in the layout, which needs to be corrected a bit with trial and error
- once the name has been fixed of your site, it is hard to change it (a migration process needs to be agreed to copy the tickets, but portal info cannot be copied)
97.5%
9.8
50%
5.0
36%
3.6
- reduced time to log items
- definition of SLA's depending on the type of request
- statistics
We do not use omnichannel customer support.
We set up test instances of Zendesk, Zoho Desk, UVdesk, Freshdesk and trakdesk and asked our agents to evaluate the products themselves. It was very clear to all that Freshdesk was the more user-friendly, easy-to-set-up and more innovative solution. In the meantime we are very happy we made this choice since it seems Freshdesk is still in the leading position today. It just works !
- Online Training
- the configuration is not really difficult (easy setup)
- it is easy to set up a portal with minimum of time investment
- professional responses can be given to customers
- creating canned responses based on word documents (layout changes)
Yes, but I don't use it
August 05, 2022
Freshdesk added value to our company
We use Freshdesk as a ticketing system to reply to the emails that we receive from the guests. We use Freshdesk to answer guest queries from all over the globe. It helped us to know the volume and type of queries we receive from different geographies. We have created different country-wise dashboards which help us to monitor them closely and separately.
- Creating automation rules according to emails received
- Analytics according to tickets created
- Automating ticket reply according to emails
- Canned responses, child tickets creation
- Escalating the ticket according to SLAs defined
- If you need any development, they send it to third-party vendors
- They charge a lot for any small development
- Should have a feature to extract the data from the mail description
97.5%
9.8
95%
9.5
78%
7.8
- It helped us to manage tickets from different platforms at a single place
- Faster resolution to the guests; reduced the first response time from 24 hrs to less than 4 hrs
- Per ticket cost has been reduced to 60%
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 rating. We get to know this by the property's overall review rating.
The user interface is more friendly. It can integrate with more different types of platforms and we can create a dashboard according to different regions. We can automate the tickets and create the rules accordingly. We can set an automated reply on the email basis of region language & descriptions. This help for quick first response to the guests.
120
They represent the guest experience team & customer support team. They basically work on the requests we receive from different Online travel agencies like Booking.com, Agoda, Expedia, Traveloka & OYO. The tickets are formed via email integration & chat integration to the website. They are using Freshdesk to reply to the guest queries resolving internal issues via creating child tickets. Tagging tickets to the internal team for the RCA.
24
It is very easy to use the Freshdesk and it doesn't require any specialized skills. The people who are eager to learn and have basic skills of computer can use it to solve the tickets. The team who will be managing the Freshdesk need to have a logical understanding to create rules in the tool.
- Emails from guests
- Solving internal escalation tickets
- Chat Integrated with OYO App
- Creating automated rules to automatically reply to guest queries
- Merging tickets with respect to Booking IDs
- Closing the unwanted tickets via creating rules
- Extracting the hotel details (Like hotel name, Booking ID, check-in date etc.) from email description
- Finance team can create ticket for internal use
- We are planning integrate the chat system with Booking.com
- Country escalation team might be using it for solving property level issues
No
- Price
- Product Features
- Product Usability
Product features were the main factor in our decision, however, it is the mix of product features at the price point they were giving. We had tested with One direct & Zendesk but they do not provide the features Freshdesk provides. Also, the tool usability is far better than the other tools we have tested for our use.
If I had to do it again then I can try for a much better price with the same features. Also, I can try with the sales team to provide some of the additional features which require some product development with the same subscription price. I can also try to look for tools which provide automated different language translations for mail replies as well.
- Implemented in-house
No
Change management was a small part of the implementation and was well-handled
It was done in a very seamless way and well handled. We have to make some changes to the email ids and created some new emails according to the requirement. We have to make some plans according to the previous tool we were using and need to plan before implementing the new tool. We must write down everything before making the final steps toward the changes.
- Rules creation is very slow & not very responsive
- Ticket filter, disposition & sub-dispositions user interface can be improved
- Bulk can be applied on 30 tickets only at maximum
- Service task is not very useful
- Online Training
- In-Person Training
- No Training
Yes, it can be learned without the training as well but the person should have some technical knowledge with him. Also, for configuring the Freshdesk it can not be done without training. You will be needing the help of the technical team of the Freshdesk. I would recommend it to others.
- Need to write every logic before implementing it in the Freshdesk. - Before applying any automation need to do a pilot in a few tickets. - Groups & ticketing configuration to be done at first. - Tags to be checked and configured properly as slight mistake in spelling will create a new tag
No - we have not done any customization to the interface
No - we have not done any custom code
We have not done any additional configuration or customization with the Freshdesk.
We have the normal subscription plan and we are not using the premium one. It is costly as compared to the current plan. Also, it is of no use if we compare it with the features it provides, most of the features were not of any use to our team. Our current subscription plan is the most cost-effective for us.
Yes
Yes, we had reported a bug of the replies being sent halfway sometimes. There was an issue with their tool while they face heavy traffic at their end, however, when I reported this issue to them. They checked the logs and helped us with all the data where this issue persisted. We tried to resolve those tickets meanwhile their developer's team resolved that issue.
The time when Freshdesk provided exceptional support are:
- Their technical customer support helped us at 1:00 AM midnight with the issue we were facing.
- They helped us a lot in configuring the tool when we were new to their system.
- They helped us with the Vendor for app development according to our needs.
- They also helped us with the competitive pricing from other vendors.
- If you forget the request you raise they take a follow-up from their end with you.
- Their technical customer support helped us at 1:00 AM midnight with the issue we were facing.
- They helped us a lot in configuring the tool when we were new to their system.
- They helped us with the Vendor for app development according to our needs.
- They also helped us with the competitive pricing from other vendors.
- If you forget the request you raise they take a follow-up from their end with you.
- Automatic Data Analytics on your tickets
- Automating ticket replies with certain rules
- Integration with the free apps available
- Applying filters
- Doesn't show more than 30 tickets in a single page
- Downloading the analytics report, it is in pdf
- Unbabel, language translation
- Booking.com integration
- API integration
It was easy in most of the cases, however, if we need to integrate the tool via API then you need to have some from the technical team of Freshdesk. It is a bit tricky. If you need to do it via mail forwarding then it is easy.
- Merger tool
- Unbabel tool
- Arbaan app
Yes, the vendor is aware of Freshdesk and they have done integration with them in past. The vendor support adding their tool in Freshdesk according to our requirement.
- File import/export
- API (e.g. SOAP or REST)
Email forwarding
There isn't any specific advice that I would have regarding the integration as it is very easy. It is very easy to do it via email forwarding. I want to give feedback to the Freshdesk team regarding API integration. It takes a lot of time and a bit technical if we wish to integrate this with Freshdesk.
We hadn't done many negotiations with the vendor on the product, however, we had added some of the automation parts to our tool. Also, the major negotiations that we had done are on the costing side of it. They have helped us with the discount on our yearly subscription plans.
You should have really good bargaining power. You can bargain with them on the features they'll be providing. You can ask them to provide any additional feature with the same subscription plan you have opted for. Also, you can bargain with them on per agent price if you are using it for a good no. of members.
Yes
Yes, it was smooth. It took a bit more time for the new release as the downtime was of around 12 hours. We are working on a live process so it hampered the associate's productivity but the new release was good in terms of feature addition. The User interface was also changed.
- The response time of the dashboards increased
- The user interface became better
- Service task & automation became separate entities
- Some configurable changes in free apps
- Feature to select more than 30 tickets at once
- Faster response time in terms of ticket replies
No
No