Freshdesk Reviews

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Score 8.5 out of 100

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TrustRadius Top Rated for 2021

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Reviews (1-18 of 18)

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May 03, 2021
Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
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Usability

10
Implementing the different support functions within Freshdesk is entirely possible thanks to the ease of use of the platform. Its usability and deployment allows us to add various external tools to our management, so working with call centers can become extremely varied. Freshdesk has a list of steps to be performed in order to start working on the platform, which provide enough information to start working with customers in the shortest possible time. It performs constant performance analysis for each support session that is carried out, so that comparisons can be made between current work operations and those carried out at certain times in the past. Has so many integration possibilities that it can be used in conjunction with back-office applications, from which you could count on adding more fields to support tickets, or tagging and saving them in a cloud.
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April 26, 2021
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
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Usability

10
Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.
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April 24, 2021
Mikel Seidl | TrustRadius Reviewer
Score 8 out of 10
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Usability

10
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
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April 23, 2021
John Reitz | TrustRadius Reviewer
Score 10 out of 10
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Usability

9
The Freshdesk UI is clean and they don't try to put too much in one place. They also have the screens organized well with good menus and hover hints. Things in Freshdesk make sense, follow common logic and require very little training. Most team members picked it up with almost no training other than our internal processes.
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March 06, 2021
Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
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Verified User
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Usability

5
I believe that the overall usability is simple enough to integrate into small and medium-sized businesses, but I don't think that it could keep up with our company as a whole. We use it for our department and it depends on how many agents are using the platform. I know that outside of the backend, it's harder to use.
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April 23, 2021
Craige Hardel | TrustRadius Reviewer
Score 7 out of 10
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Usability

7
It's easy enough to use...but you do have a slight learning curve when you first join if I can recall. Typically it can be a hindrance to adding new team members to such an environment or having them move over from what they were already used to prior. It's quite usable especially since it's now multiplatform.
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March 09, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Usability

9
Freshdesk has a very well designed interface across platforms and uses space well. The desktop interface is not just a reskinned app interface, and vice versa. Space is used well, not letterboxing the page on a wide desktop screen or wasting space. It's easy to learn and quick to get going on.
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March 08, 2021
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Usability

7
There is always room for improvement. Freshdesk has a great feature-set out of the box and is useful almost as soon as you tie your email into it. Most options and help can be found via the knowledgebase, but the controls and setup are intuitive enough to get going. My rating is based upon using the product for several years now, and the need for additional features and quality of life functionality to be implemented - focusing on existing customer needs instead of new customer needs and what is "hip" in the market today.
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March 08, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Verified User
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Usability

10
Usability was one of the primary considerations when selecting a ticketing software as it is the one tool that our teams use all day, every day. We allowed our associates to play around in the sandbox environment to get a feel for which software they preferred to use. Although other considerations went into our purchasing decisions, this one was top of mind.
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April 30, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Usability

9
I appreciate Freshdesk's ease of use, flexibility, and feature set. It does everything that we need it to do and setup is relatively straightforward. We were able to get up and running quickly, add new members to the team easily, and it didn't have a bunch of maintenance that tied us down. It did what we needed it to do — help us help our customers.
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April 27, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Usability

9
Same point it was really useful in our early days and still creating value for specific divisions - No doubt it's a best choice if you are still trying to explore Customer Management options & yet to reach the required process maturity.
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April 25, 2021
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Usability

9
Very straightforward to use, although this is in part due to the lack of features. It can sometimes be difficult to follow up on issues as there is little functionality to link cases within Freshdesk. It is generally a very user-friendly interface that is easy to train employees up on.
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September 19, 2014
Mark Wright MBCS | TrustRadius Reviewer
Score 10 out of 10
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Usability

9
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
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Feature Scorecard Summary

Organize and prioritize service tickets (4)
9.0
Expert directory (3)
8.4
Subscription-based notifications (3)
8.4
ITSM collaboration and documentation (4)
7.6
Ticket creation and submission (4)
9.3
Ticket response (3)
9.7
External knowledge base (3)
8.7
Internal knowledge base (4)
7.9
Customer portal (3)
8.4
IVR (1)
3
Social integration (2)
7.6
Email support (4)
9.8
Help Desk CRM integration (4)
8.3

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

Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A

Multi-Channel Help Features

Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration
Additional Features
Has featureCustomizable ticketing, with automations galore
Has featureMulti-channel support capabilities: phone, email, chat, Twitter, Facebook, in-app, forums, widgets.
Has featureGamified system with points, leaderboards and quests
Has featureIntegrations with over 100 business applications

Freshdesk Screenshots

Freshdesk Video

Freshdesk Overview Video

Freshdesk Integrations

Freshdesk Competitors

Freshdesk Pricing

Starting Price: $15

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No
EditionPricing DetailsTerms
SproutFree
Blossom$15.00Per Agent/Per Month (billed annually)
Garden$35.00Per Agent/Per Month (billed annually)
Estate$49.00Per Agent/Per Month (billed annually)
Forest$99.00Per Agent/Per Month (billed annually)
Estate Omnichannel$79.00Per Agent/Per Month (billed annually)
Forest Omnichannel$139.00Per Agent/Per Month (billed annually)

Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Freshdesk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Freshdesk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Countries:Worldwide

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 and the Information Technology & Services industry.