Freshdesk

Freshdesk

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.5 out of 100
Top Rated
Freshdesk

Overview

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...

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Recent Reviews

Super happy with Freshdesk!

10 out of 10
August 11, 2022
We use Freshdesk as our primary support tool. Users come to us if they have issues with their loans and reach us through email and …
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How Freshdesk Differs From Its Competitors

Customer Satisfaction

Freshdesk has helped increase customer satisfaction by a couple different ways. One, which we have just started to implement directly into our UI is the FreshChat option. Customers have quickly gravitated towards using this in app chat option and are very happy with how responsive our team is able …
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Customer Satisfaction

Providing solution definitely impact us when they get solution through a channel that is specifically for the tickets and working without issue. Freshdesk I found never got down their servers. So no issue is faced in connectivity. this helps to work fast and save the time.
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Customer Satisfaction

For customer satisfaction, there is an improvement in CSAT, around 80%. The reason this happened is that using the Knowledge base can be used as self-help for customers. Automatically escalating priority issues to a particular team using AI automation. Dependency reports and setting rules to …
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Customer Satisfaction

As per my use case, it help me a lot and the customer too because the customer was also having access to this platform so that they can raise incidence whenever they have issues with the implemented applications and this application is very easy to use even if you are not having any knowledge of …
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Customer Satisfaction

Help shorten the methods in solving problems, for example, his connection to our company's system is very easy, and the time savings for the customer have led to an increase in the evaluations of the company and an increase in feedback.
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Customer Satisfaction

Yes it definitely helped our business increase customer satisfaction and customer retention as we were able to resolve and track queries quickly. Annalise data and improve processes and policies.
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Customer Satisfaction

Freshdesk’s omnichannel customer support suite and AI-powered automation helped us massively. We are now promoting the omnichannel for our clients as it is already a one-stop shop. We can now assist with tickets, calls, and chats without having to pay more in licenses. Furthermore, it eases the …
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Customer Satisfaction

Freshdesk has helped our organization to rapidly evolve in terms of customer support and success and also helped to smoothen internal processes to a great extent. To sum up, the implementation has resulted in achieving an improved NPS and increased business across different LOBs. Technologies such …
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Customer Satisfaction

We found using Freshdesk great for keeping track not only of individual tickets, but also of the past tickets of each user. This has increased our ability to provide personalized assistance, taking into account the other issues reported by the same user, thus visibly increasing customer …
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Customer Satisfaction

The AI Automations are typically to match the incoming ticket to some support article in the KB. But the only way the AI knows is if you train it. The way to train it is to think up other words for the same article topic and save them for the AI to "know about." This is some heavy lifting. if this …
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Customer Satisfaction

We switched to Freshdesk mainly to get customer feedback, so we know how we are performing as a team. Since the switch, it just validated that we are really doing well in supporting our users since we now have the customer satisfaction data. It also allowed us to review specific processes and …
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Customer Satisfaction

Since we started taking advantage of Freshdesk’s automation features, we were able to shift our focus to spending the extra time on complex tickets and adding personal touches on our interactions with our end consumers. This lead to consisten positive feedback from our users that we were efficient …
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Customer Satisfaction

Freshdesk gives us good insight into our customer's support activities and how we are doing to meet their needs. The preconfigured reporting is very helpful to get a quick understanding of how the team is using the tool. Being able to report on overall performance and specific customer …
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Customer Satisfaction

Our customers are staff that works across our schools, so not the usual customer experience; however, the majority of feedback we have received from staff has been positive. After the initial learning curve for some staff, we've had no complaints about its functionality.
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Customer Satisfaction

Definitely, Freshdesk helps me answer customer inquiries quickly, and this results in higher customer satisfaction and retention. We only use email as our means of customer support, yet thru Freshdesk, such a non-voice communication platform allows us to connect with customers on a more personal …
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Customer Satisfaction

Freshdesk has helped a lot within our company, the customer satisfaction improved by 100%, we have a record of all the inquiries and request that we have from our customer and we can measure the reaction time.
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Customer Satisfaction

Unfortunately, this is not a question that I can answer in any detail since we have only been using Freshdesk for about six months and we were not using any customer ticketing service before Freshdesk and so cannot make any comparisons. On the other hand, we have not received any complaints about …
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Customer Satisfaction

Freshdesk has definitely helped us increase customer satisfaction. The ability to respond quickly and easily means customers are happier. However, we do not use the full suite of Freshdesk, so hard for me to comment on all functionalities, but the email and chat functions I use are perfect for …
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Customer Satisfaction

Overall customer satisfaction has been about the same since we moved to Freshdesk. With Help Scout we were able to have our Satisfaction Survey linked in every email and we can't do that on FD, so we send external emails once tickets are resolved and that's fine. I will say that their Freddy AI …
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Customer Satisfaction

Freshdesk has increased customer satisfaction through the increased organization of our email communication system. We are now able to resolve items quickly, and we are dropping issues less frequently. They love that all of this occurs behind the scenes and still receive communication on their end …
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Customer Satisfaction

The automatons have certainly helped us when dealing with tickets and prioritizing. Some issues are even sorted without the need for a technician's intervention! We probably only use quite basic parts, to be honest, but it does help to have tickets come in automatically tagged/grouped and …
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Customer Satisfaction

Yes, it has helped us a lot to receive the tickets from different platforms. Automation has also helped us to reply to guest requests more efficiently and swiftly. Customer satisfaction doesn't have much relevance in our case because the third-party booking websites don't allow us to send the …
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Customer Satisfaction

We are using the individual Freshdesk and Freshcaller products, not the Omni setup. We've only set up limited information so far on the helpdesk, but we've found that the suggested articles don't always bear a strong correlation to the one being viewed. It would be helpful to set these manually, …
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Customer Satisfaction

In a certain way Fresh has helped us with the satisfaction of customers. We have the fresdesk as a knowledge database (internal solutions, articles, canned responses) but it's a useful platform to re-use answers or find similar user problems. As each ticket can be assigned to an agent, group, …
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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 (60)
    8.9
    89%
  • Ticket creation and submission (61)
    8.9
    89%
  • Ticket response (61)
    8.8
    88%
  • Organize and prioritize service tickets (60)
    8.7
    87%

Reviewer Pros & Cons

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Video Reviews

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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
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Product Demos

Welcome to Freshdesk | Best Customer Service Software
01:51
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Features Scorecard

Incident and problem management

8.4
84%

Self Help Community

8.1
81%

Multi-Channel Help

8.2
82%
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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
  • 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

Welcome to Freshdesk! With Freshdesk, you can delight your customers with effortless customer service. Freshdesk is a cloud-based customer service software that helps over 50,000 customers deliver stellar customer service. ►To explore Freshdesk, sign up for a 21-day free t...
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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 Support Suite, Zoho Desk, and Kayako are common alternatives for Freshdesk.

Reviewers rate Ticket creation and submission and Email support highest, with a score of 8.9.

The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews

(1-25 of 131)
Companies can't remove reviews or game the system. Here's why
Luke Kadillak | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Ticket Categorization/Tagging
  • Scenario/Response Automation
  • Jira Integration
  • Key word search-ability to find specific topics in tickets is hit or miss
  • Creating new contacts is a bit tedious
  • linking tickets together is not very intuitive
Score 7 out of 10
Vetted Review
Verified User
  • Integration with Social Media tools like FB and Twitter helps in resolving them quickly.
  • Assigning tickets to multiple teams and tracking the complete journey of the ticket to know where the issue is blocked.
  • Setting up quick automations over the UI, no need for technical stuffs.
  • Adding customized widgets that can be accessed by agents for solving the tickets quickly.
  • Over the API exposure, there is no API to pull bulk data which seems a bit odd.
  • POST API response time, it takes around 4-5 secs to create a ticket, which is ridiculous. And there is also a lag in API responses.
  • Improving the collaborator roles, just updating the status and automation not working for them doesn't make sense.
  • Customization for custom widgets, currently, one has to restrict it to the left panel, with no provision to increase the width.
Score 7 out of 10
Vetted Review
Verified User
  • Email notification
  • Incident management
  • Dashboard and reports
  • External app can be integrated
  • SLA management
  • Automation and customization
  • Workflow setups
  • Event and notifications
  • Collaboration
  • Email massaging like interface
  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
Score 8 out of 10
Vetted Review
Verified User
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
  • Sometimes messages are not sent in the last update, and the solution is to reload the page to be sent.
  • Not knowing who is available to work and who is not available at the time.
  • The message was delayed, but I don't know if it is because of an internet problem we have or from Freshdesk.
Score 10 out of 10
Vetted Review
Verified User
  • Analysis basis Type, Sub-type and Sub-Sub-Type level.
  • Ease of tailor made reports download quickly.
  • Analytical and dashboard platform.
  • Track SLA and help control customer experience.
  • Feeshdesk should provide SLA set-up at Type, Sub-Type and Sub-Sub-Type level.
  • It must provide reports for merged tickets separately.
Score 9 out of 10
Vetted Review
Reseller
  • Time-tracking.
  • Omnichannel.
  • App integration.
  • Channel partnership.
  • No dedicated technical support.
  • Omnichannel products incomplete data in Analytics module.
  • Dedicated technical support for app integration.
Aishwary Rajesh Mishra | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Ticket Automations & Updates
  • CSAT
  • Link with Social Channels
  • Outbound Emails
  • Reports and Analytics
  • Performance Tracking
  • Portal Customization
  • Ticket Conversion of queries that land into SPAM folder of Mailbox
  • Dashboard Customization
  • Restricting Agents to edit credentials and signatures
Score 10 out of 10
Vetted Review
Verified User
  • The web interface is very nice.
  • We have the options to configure everything as it best suits us.
  • Having a mobile app in addition to the browser version can be very helpful at times.
  • Even though we are on the free plan, we've had to contact support a few times and they have been absolutely great - extremely helpful and prompt.
  • The browser-based application has some minor issues with the shortcuts for the canned reply and support article links.
  • The mobile app could use some improvement in some areas. For instance, it would be nice to be able to open a ticket by ID or to be able to insert links to support articles that include the article title, just like the browser version does.
Score 10 out of 10
Vetted Review
Verified User
  • Converting missed calls into voicemail attachments to new tickets, tagged to customer/company name.
  • Converting open Chats to tickets while collecting and attaching the full chat history to the ticket.
  • Automating functionality to process the new tickets to handle basic ticket management workflows without manual intervention (e.g., standardizing the title format, etc.).
  • Testing out new features is tricky because the Sandbox is not truly different than production.
  • Some automations are limited because of how Freshdesk envisioned them being used. In our case, we had to change our idea in order to fit how Freshdesk implemented the use case.
  • If something simple goes wrong, the support team quickly responds and helps. If something complicated goes wrong and your support ticket with Freshdesk gets older than 24 hours, no one wants to touch it. I think metrics internal to Freshdesk drive this behavior.
August 12, 2022

Efficieny found!

Score 10 out of 10
Vetted Review
Verified User
  • Searching previous requests is easy and fast.
  • Knowledge base is a continuous collective effort, allowing to find info quickly.
  • With a ticket number, any colleague can pick up where the prior colleague left off.
  • Allow us to un-merge a ticket, other than merging by accident, at times, un-merging is really required.
Score 10 out of 10
Vetted Review
Verified User
  • Straightforward customer satisfaction survey.
  • Ticket assignment - I particularly like that I have an option to assign tickets based on agent loads or via round-robin.
  • Scenario automation - allowed us to be efficient.
  • Very comprehensive reports (both ticket trends and agent productivity) and analytics.
  • The bulleted list when replying to a ticket does not work properly.
  • Sometimes you have to refresh the page to view the recent update.
  • Editing the company name of a contact is a pain.
Score 9 out of 10
Vetted Review
Verified User
  • Customer Support is quick and thorough
  • Reporting is easy to configure and share
  • Administration is well thought out
  • The migration from Zendesk was not smooth
  • Make it clearer where to get support for Apps
  • It would be great to apply tags to companies that flowed to tickets
Score 9 out of 10
Vetted Review
Verified User
  • The support staff have always responded quickly and have never failed to answer questions or feature requests.
  • They have a great knowledge base that covers all features in much detail, meaning you can solve most issues without needing to reach out to the team themselves.
  • Freshdesk is formatted in a way that presents all the information relating to a ticket at a glance, meaning you can easily prioritize jobs.
  • Using Freshdesk from the agent's perspective is a relatively painless experience, as it is all designed well and always works as expected.
  • Freshdesk includes great options for personalizing your customer portal, and the customer's experience is also reportedly a painless experience.
  • One frustration we have had at times is small features that would be great for our use of Freshdesk but are only included in higher costing plans that we can't justify upgrading for.
  • A little more customization of the customer portal in the Growth plan would be much appreciated; however, it does not inhibit its functionality.
Score 8 out of 10
Vetted Review
Verified User
  • Agent-level UI personalization.
  • Dynamic search capability.
  • Canned Responses.
  • Further personalization of the UI.
  • Native dark mode.
  • It would be more ok if FD scales well on higher resolution screens (1440p or higher).
Score 8 out of 10
Vetted Review
Verified User
  • Extensive customization of the customer portal, including layout and use of scripting for more advanced features.
  • Easy to set up and administer the service.
  • Customization of ticket forms is good.
  • One of the things that persuaded me to choose Freshdesk was the inclusion of a user type called "Ticket Collaborator." This user type allows managers and members of other teams to read tickets and leave private comments without having to use up a paid seat. However, collaborators must be added manually to each ticket for visibility, even if they have permission to see all tickets. It would be much more useful if there could be a "Ticket Collaborator" user type that has access to all tickets automatically, without the need to be manually added to each and every ticket.
  • Ticket fields cannot be configured with default settings, specifically text boxes. To aid customers in providing an appropriate level of information, we wanted to add a template for them to use. However, this functionality is not provided by default, and we were only able to do this via scripting, kindly provided by Freshdesk's Support team. Other ticketing systems have the ability to set a default value or template text for ticket fields as standard, and adding this feature would make Freshdesk even more awesome.
  • The Jira plug-in is pretty decent, but there are some improvements that could be made. First of all, it would be good if syncing used some kind of default administrator account such that comments synced from Jira to Freshdesk appeared from "Freshdesk Admin" instead of the Freshdesk administrator who set up the account. Secondly, when the plug-in creates a Jira ticket, the text of the description in Jira often appears different from that of the original Freshdesk ticket description and has to be manually formatted to make it readable (bullet points and line breaks specifically). These are minor points but would help to make the plug-in more robust and make for a better user experience overall.
  • Reporting functionality does not have any way of visualizing cumulative totals. So while it is possible to generate reports on incoming ticket number that is filtered by week/month/quarter/year, there is no simple way of seeing a cumulative total over time to see trends better.
  • There is no simple way to manage attached files. If you want to see attached files in a ticket, then you have to go through every single response with an attached file and then manually download the files one by one. Yes, there is a paid extension that helps with this, but this kind of functionality should be built into the product itself.
Score 9 out of 10
Vetted Review
Verified User
  • Cloud based system.
  • Ease of use.
  • Analytics and insights.
  • Cost effective.
  • More analytics. It would be really helpful if I could get the geolocations of all our customers, which would help us with our marketing strategy.
  • Spam prevention. I seem to be getting a lot of junk and spam emails. Can these automated blocks be more robust?
Jared Lerner | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
  • There is a good amount of functionality available compared to other platforms.
  • Pricing is competitive for the amount of features that you get.
  • Support is 24/5 and you can contact them via Phone or Email.
  • API Documentation is a bit stale/unclear, and that delayed our ticket migration by several months.
  • Bug reports and feature requests don't seem to get implemented or fixed very quickly, if ever. The platform isn't rife with bugs, but there are definitely some that should be addressed.
  • Their Support Team lacks access to any client data, and they have to ask us to add them manually to our account because of that (the first time I have ever seen this). We can't do that because we use SSO, so we often have to send them screenshots and video grabs, which slows down the Support process considerably.
  • They can't host files or videos on their Help Center, which means you need to have those hosted on your own server.
Score 10 out of 10
Vetted Review
Verified User
  • Notifications
  • Report Generation
  • Integration with other applications
  • Managing SLAs
  • Some time I feel like Freshdesk support team is not easily reachable.
  • Currently, Tickets are not moving under the correct company without manually updating the contact info for each ticket. It can be automated.
Score 10 out of 10
Vetted Review
Verified User
  • De-clutters the shared ticket flow via individual ticket assignment and feed filters.
  • Provides analytics on every aspect of the Freshdesk experience.
  • Integrates multiple inbound emails into convenient groups for agent assignment.
  • More specialized functions for increased customizability.
  • The customer satisfaction report is buggy and does not always load.
  • Automated ticket assignment has significant room for growth in sophistication.
Karan Thakur | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Creating automation rules according to emails received
  • Analytics according to tickets created
  • Automating ticket reply according to emails
  • Canned responses, child tickets creation
  • Escalating the ticket according to SLAs defined
  • If you need any development, they send it to third-party vendors
  • They charge a lot for any small development
  • Should have a feature to extract the data from the mail description
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