Freshdesk

Freshdesk

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

Overview

Recent Reviews

Freshdesk Review

10 out of 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 …
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My experience with Freshdesk

7 out of 10
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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Awards

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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://freshdesk.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Freshdesk?

What is Freshdesk?

Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar 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.

Freskdesk 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

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 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
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)

Comparisons

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Frequently Asked Questions

How much does Freshdesk cost?

Freshdesk starts at $0.

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

 (260)

Ratings

Reviews

(1-22 of 22)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
March 01, 2022

Freshdesk Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
I have been using this tool for more than 2 years and since then we have upgraded from a lower version to estate version. If it were not useable for us, then we would not have upgraded.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Because without Freshdesk, it would have been tedious and hard for us to address the issues of our clients that will ultimately have [an] effect on our productivity. As a help desk, Freshdesk has been such a handy tool that has managed all our support-related matters. I just can't stop using this software.
Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
John Reitz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
March 09, 2021

Scalable Ticketing

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.