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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

Honest feedback

10 out of 10
July 24, 2023
Incentivized
My team primarily use Freshdesk for ticketing services and documenting technical discussion with clients. This also contributes to …
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How Freshdesk Differs From Its Competitors

Customer Satisfaction

Businesses that integrate Freshdesk have observed favorable effects on both customer satisfaction and retention. The comprehensive omnichannel support suite allows organizations to interact with customers via their chosen communication channels, establishing a smooth and responsive support …
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Customer Satisfaction

We really like the automation options in freshdesk. They allow us to do things like suggest certain support articles when people search for certain terms on the support site, and when people email us with support queries we can auto-reply with suggested solutions. It helps with the support and …
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Customer Satisfaction

Freshdesk has helped us track and log customer satisfaction also, in many cases helped keep track of and made it easy to locate older conversation such that the context is not lost. Have not personally explored much into the AI functionality yet so not looking to comment on it.
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Customer Satisfaction

Freshdesk has absolutely increased customer satisfaction and retention. Having a robust ticketing system is essential to success when working with clients. Freshdesk provides the frontline team with a lot of great tools to help clients more efficiently, and the main need of any client is to have …
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Customer Satisfaction

Currently, it has helped with customer satisfaction with the knowledge base feature and also helped our team to be well equipped because of canned replies, we are now also able to talk to customers in real-time in case of any urgent requirements that they have through freshchat which is very nice
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Customer Satisfaction

It's helped customers understand that a team is there to support them rather than one person. It gives the customer the reassurance that there's always someone around to address their query.
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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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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
  • Email support (129)
    8.8
    88%
  • Ticket creation and submission (133)
    8.8
    88%
  • Ticket response (133)
    8.8
    88%
  • Organize and prioritize service tickets (132)
    8.7
    87%

Reviewer Pros & Cons

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Pricing

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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 8.1

Self Help Community

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

8.4
Avg 8.0

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 8.0
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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 and Ticket response and Email support highest, with a score of 8.8.

The most common users of Freshdesk are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(482)

Attribute Ratings

Reviews

(1-25 of 157)
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