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 …
Read full review

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 …
Read full review

Reviewer Sentiment

N/A
Positive ()
N/A
Negative ()
Learn how we calculate reviewer sentiment

Awards

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

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Freshdesk, and make your voice heard!

Pricing

View all pricing

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

View all alternatives

Compare with

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 70)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using Freshdesk to assist our end users in managing their incidents and problems. We also utilize functions to support other IT processes such as change management, project management, on call scheduling and some asset management. End users use the web portal to submit issues and track them. It helps us manage our communications with the customers and track ongoing and past contacts with them.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshdesk helps us to manage not only our customers but even our vendors efficiently. The tool is easy to use and doesn't require heavy programming knowledge to manage the system. It can integrate with Facebook and Twitter without any cost involved. The market app is easy to use, and there are a lot of choices available.
March 01, 2022

Freshdesk Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Freshdesk as a ticketing system and a knowledge base for our customers. It is really easy to manage and keep separate document segmentation and FAQs for customer-specific assistance and we have configured the SSO so that only logged-in users have the ability to view the content on the support portal.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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 issues they are facing by converting the emails into tickets. Based on the different tags, created date range, priority, etc., we can easily filter the tickets as required. It also contains knowledge base navigation where one can share the files as a solution. The interface is so simple and easy to use. It also allows us to create our canned responses. Not only that, I can easily view all of the contacts and their contact detail. It also has [the] feature of integration with Facebook and other social media apps.
Mick Lynam | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
All-in-one customer service platform used to empower customer service teams so that they can deliver unified customer service experience and elevate customer service across all support channels. There is intuitive collaboration across the organization to solve customer issues faster and automates agent workflows.
Nipun Mohanty | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We are a product company in business for the last 10 years.

Freshdesk is being used by the entire organization to log tickets from internal users as well as our customers. The tool is primarily being used by the support team to track and manage problem tickets and capture enhancement requests from customers.

Freshdesk provides a holistic solution to address the majority of our needs and it is a single location where internal and external users go to manage their issues, problems and enhancement requests.
A.K.M Mahmudul Islam | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Freshdesk helped us with customer queries and ticket resolution. Our Customer-Facing department used it for customer queries and complaints. it is can be integrated with email and sheets. it has an auto reference system and very easy to use. It has a follow-up system and also it helps us to track complaints and issues.
Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
This customer support engine configuration tool has a design adaptable to technical support services, with management and reporting tools that are very easy to configure. What we like most about Freshdesk is that there are many options to choose from within the channels that the platform allows us to add to our management, and in our case, our favorite of these channels is the customer chat system.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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 requests didn't slip through the cracks and go un answered, and Freshdesk helped us gather and process support requests from our customers and respond to them in a timely manner.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshdesk features powerful suite of tools that sustainably grow the customer base and continuously drive growth of the entire business. The sales agents work on tickets that are appropriate to their expertise by using the Freshdesk ticketing module to drive customer happiness. It has a ticketing helpdesk that includes several channels of engaging customers such as chat, email, forums, phone and social media.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Freshdesk was previously used within our company as our CRM, external email software, and to create tickets between teams. Although primarily used by our client-facing functions, most teams within the business have some day to day use of Freshdesk. We have since moved on to to use Salesforce for these functions.
John Reitz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We used Freshdesk for over 10 years and it became the hinge at the center of our process for supporting clients and tracking our [team's] response. Freshdesk makes managing incoming requests simple. Routing, merging, tracking, and reporting on tickets [are] set up to make your job easy and not make you a slave to data. Our creative team with hundreds of clients used the system all day every day.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk to support all departments with issues that arrise. Users report issues and support staff are able to review the issues and triage based off of need and importance what to focus on. The system is used to request approvals for equipment and/or repairs. The system also holds all of our FAQs for users to easily access information without having to interrupt someone else.
Jason Kerley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is excellent that the base price proposed by the Freshdesk platform is only $19 per month. This is more than enough to give us complete control of all the finances of our organization entirely from its web extension, without the need for installations, which at the same time facilitates the transfer of information from our accounting books to the cloud.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is a nice helpdesk tool. The main problem that I solved was addressing the tickets to the right agent using automations. The reports also help me to have a visibility of what is going on with my team. The other feature that I like is Field Service Management.
March 09, 2021

Scalable Ticketing

Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshdesk allows us to track issues and roadblocks for our many customers and with a decentralized workforce very efficiently. Every incoming contact gets put into a ticket where we can keep track of progress towards resolution as well as communicate back to the customer any troubleshooting steps we have or notification of a resolution.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We utilize FreshDesk for our customer support division as our primary communication tool for our customers. Prior to this, we utilized Salesforce, and prior to that we utilized ManageEngine SupportCenterPlus. Freshdesk offers a modern UI and features that were either lacking, or too expensive to implement with Salesforce. Along with being user friendly for our support personnel, it has been easier to get customer's onboarded to the system to view their ticket statuses and provide updates right from the system. Freshdesk allows us to channel many emails from across our national customer base all within a system that can delegate them to the right support rep and specialists without missing a beat.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk as our ticket management tool for inbound support requests from our B2B and B2C customers. Our organization only handles electronic interactions via email, no chat or phone support, so we haven't explored Freshdesk for these support channels. For our needs, Freshdesk strikes a great balance of features, reliability and cost. The user interface is simple, intuitive and easy to learn, making onboarding simple; it is the easiest tool we use in our stack, which is great. It's also the one we use the most given that it is a running record of customer communications.
Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk only within the advertising department. We use it as a ticketing system and for operational purposes. We use Cognito Forms in conjunction with Freshdesk. Freshdesk serves as our service hub for account managers, sales representatives, advertising operation managers, and the fulfillment team. We get sales orders and they go through Freshdesk to be fulfilled. We use tags and other features within the platform.
Brittany Schwarz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Every department uses Freshdesk - we have different groups and within them are the different representatives within those departments. We use this to allow customers to create tickets, and we are able to move and assign them between departments easily. We can communicate to clients and internally within each ticket. You can attach files and track work flow transitions.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Freshdesk for our email ticketing system. It allows incoming emails to be diverted to correct teams where individuals on that team can take and respond to the emails. It also integrates with our online chat system (SnapEngage) to record our completed chats as tickets for easy accessibility and quality assurance purposes.
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is only being used at the department level, not by the whole organization. It is being used mainly as a helpdesk system, for tracking requests from users. We have not really taken advantage of yet of some of the other features of the system, such as the knowledge base or forums. It addresses the business problem of having a good tracking system for keeping track of all user requests and being able to easily assign the requests to technicians, or other teams within the organization. It is a central place for not only keeping track of requests, but also adding notes for each request, and having a record of those.