Freshdesk

Freshdesk

Top Rated
About TrustRadius Scoring
Score 8.4 out of 100
Top Rated
Freshdesk

Overview

Recent Reviews

Freshdesk Review

10
March 01, 2022
We are using Freshdesk as a ticketing system and a knowledge base for our customers. It is really easy to manage and keep separate …

My experience with Freshdesk

7
January 05, 2022
Freshdesk is one of the best support tools that I have used. It helps me and my organization to communicate with our clients regarding the …
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Straightforward Support Desk Software

8
April 30, 2021
We needed a help desk solution for a small team at a website hosting and support startup. We needed a solution to help ensure that support …
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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2020

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Blossom

$15.00

Cloud
Per Agent/Per Month (billed annually)

Garden

$35.00

Cloud
Per Agent/Per Month (billed annually)

Estate

$49.00

Cloud
Per Agent/Per Month (billed annually)

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

Starting price (does not include set up fee)

  • $15 per month

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Freshdesk?

Freshdesk is a SaaS based customer support software for businesses of all sizes. The vendor's value proposition is that Freshdesk is priced affordably, and is free forever for any number of agents. There are four other plans available that come with a whole lot of features.

The vendor says Freshdesk is easy to use and takes little time to get started with. Further, it is configurable and customizable. For example, Freshdesk includes a gallery of themes to choose from, and the ability to automate workflows and manage escalations.

Also, Freshdesk uses integrated game mechanics to approach support tickets as chances for agents to score points. Support managers can even set up quests for agents to complete specific tasks like filling up the knowledge base, etc. Freshdesk aims to provide its own customers with great support free of cost via email, twitter, or phone.

Freshdesk Features

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A

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

Additional Features

  • Supported: Customizable ticketing, with automations galore
  • Supported: Multi-channel support capabilities: phone, email, chat, Twitter, Facebook, in-app, forums, widgets.
  • Supported: Gamified system with points, leaderboards and quests
  • Supported: Integrations with over 100 business applications

Freshdesk Screenshots

InterfaceSelf ServiceChatReportsHomepage

Freshdesk Video

Freshdesk Overview Video

Freshdesk Integrations

Freshdesk Competitors

Freshdesk Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide

Comparisons

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Frequently Asked Questions

How much does Freshdesk cost?

Freshdesk starts at $15.

What is Freshdesk's best feature?

Reviewers rate Email support highest, with a score of 9.8.

Who uses Freshdesk?

The most common users of Freshdesk are from Small Businesses (1-50 employees) and the Information Technology & Services industry.

Reviews and Ratings

 (257)

Ratings

Reviews

(1-25 of 67)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
  • ROI is hard to quantify, however save many man hours of tracking requests in email.
  • improved customer satisfaction with our end users
  • integrated services with other applications provides seamless transitions across platforms
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Positive impact: Made communication so easy
  • Positive impact: Can easily filter the tickets based on [...] different factors like date range, tags, priority, etc.
  • Positive impact: Customization makes it more likeable
Nipun Mohanty | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Freshdesk has enabled our internal teams to be more effective and efficient in performing their duties.
  • Freshdesk has multiple mechanisms to generate alerts and for people to follow up.
  • Like I have mentioned before functionalities like real-time chat, knowledge management portal, automated email system make the team look very professional and elegant to global customers.
Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Freshdesk has not directly improved our monetary capabilities, since the software is not geared towards revenue generation, but rather towards improving technical support operations, but it can be said that based on the increase of customers we have dealt with since its use, it has been profitable and the investment has been justified.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Assigning of tickets to agents automatically based on their skills and workloads for faster query resolution.
  • Automated replies on repetitive tasks reduce agent time and workload and boost productivity.
  • Better timing and efficient problem solving strengthens the brand image.
Jason Kerley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • With Freshdesk the gains are quickly noticed if you have the right budget to be able to start with all the accounting and sales features that the platform has.
  • The biggest benefits are not economic, but in terms of comfort when working with accounting and assets in general.
March 09, 2021

Scalable Ticketing

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Freshdesk has been cheaper then our previous ticketing system
  • Freshdesk made internal communication smoother, reducing staff time costs
  • Freshdesk has more features for the pricing tier
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Certainly cheaper than what it would take for similar functionality to occur in Salesforce.
  • Has brought all communication for support channels into a single product, versus utilizing several different services for customer communication.
  • Not being able to integrate with our phone solution (Fuze) has decreased it's overall value to our company - tracking calls and voicemails are a manual process for our reps.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Freshdesk has definitely made organizing and responding to emails easier.
  • For the low price, it's definitely an efficient system overall; not many extra bells and whistles, but does the job we needed from it.
  • It makes it easy to keep track of our response times and keep us alerted in case we're in danger of going over.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • One positive impact it has had was that it has helped productivity from the IT user standpoint, since it's been easy to use/intuitive, and there is not really a need to consult the documentation.
  • Another positive impact is that it has helped with the organization of requests, since there is one central place for all user requests to be submitted to, and each IT technician can work on individual requests and keep track of those requests, in an organized manner.
  • The negative it has had is it doesn't do as much as some other helpdesk systems on the market today, meaning things like asset tracking, inventorying, etc. This is still not a complete service desk solution, so organizations may have to run multiple programs if they are looking for additional features.
Jose Quintero | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
Review Source
  • Positive: more reach from our external customers via multiple input channels besides the traditional ones (phone, email, web page).
  • Positive: ROI. Freshdesk is a flexible app in terms of licensing too, so you can begin with a base tier such as Sprout (which is free, by the way), and grow your way up to Forest, the highest tier with all functionalities active.
  • Positive: Accessibility. Being Freshdesk a Cloud-based solution, we can securely access it from anywhere with no need for a VPN.
Jennifer Hess | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Allows me to rely on my subcontractors for day-to-day requests, improving overall efficiency for both myself and my team.
  • The inexpensive plan keeps us within budget, with Agents we can easily enable/disable as seats are needed/used.
  • Provides a sense of security for clients knowing that responses will be prompt and monitored by a team.
  • Ease-of-use minimizes the need for individual training and shortens onboarding time.