Efficient to manage communication with clients.
We use Freshdesk to handle customer emails and it has been quite effective. Our workflow has been greatly improved with the ability to …
Starting at $0 Up to 10 agents per user
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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…
Recent Reviews
How Freshdesk Differs From Its Competitors
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
- Ticket creation and submission (142)8.888%
- Email support (138)8.787%
- Organize and prioritize service tickets (141)8.787%
- Ticket response (142)8.787%
Reviewer Pros & Cons
Pricing
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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
- WordPress
- Mailchimp
- Freshsales
- Google Apps
- Salesforce
- JIRA
Freshdesk Competitors
Freshdesk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Worldwide |
| Supported Languages | Arabic, 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.
Reviewers rate Ticket creation and submission highest, with a score of 8.8.
The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(503)Attribute Ratings
- 9.8Likelihood to Renew
- 9.1Availability
- 8.6Performance
- 8.9Usability
- 8.6Support Rating
- 8Online Training
- 8.2In-Person Training
- 8.4Implementation Rating
- 8.5Configurability
- 9.1Product Scalability
- 8.8Ease of integration
- 7.8Vendor pre-sale
- 8Vendor post-sale
- 7.7Social Data Collection
- 7.5Social Analytics & Insight
- 8.3Social Publishing
- 9.2Social Engagement
- 9.1Contract Terms and Pricing Model
Reviews
(26-50 of 212)Companies can't remove reviews or game the system. Here's why
July 20, 2023
excellent value for money
- reminding old tasks that are left undone
- prioritizing customers' task over internal ones
- informing everybody on the team when a task is done
- it could be more intuitive
- it could be more aesthetically appealing/ easy
July 19, 2023
RAKEZ Freshdesk Review UAE
- fixability of the agents and email setup as they have 2 option custom email, and you cane use their emails
- friendly interface
- i love the UGI fixability for the setup all my things
- Support helpdesk agents are friendly an support on the spot in case any urgent we can meet them as you will have report section support and they can do your setup in a few minutes
- remote support seation to be more than 30 min
- Customer Satisfaction Surveys to have more fixability and more option
- logs recorded to be more that 21 as per their limitation
- Notifications of updated tickets
- Comprehensive search features to find previous messages
- Valuable tools to categorize and filter issues and tickets
- The email message editor has some weird formatting quirks, especially bullet points
- Occasionally I unintentionally trigger keyboard shortcuts
July 18, 2023
Freshdesk simplifies your customer service processes
- Brings everything together in one place to make it easy to address
- Ease of creation and use of canned responses
- Grouping could be better
- Bounce rate of emails could improve
July 18, 2023
Freshdesk Review
- Free tier
- Customization
- Simple Basics
- Customer Support inconsistency
- Features locked behind paywalls
- Data analytics
- Open APIS
July 18, 2023
Freshdesk | Glance of Usage of since 2 years
- Canned Responses - It is especially useful when using pre-defined, standardized replies to common queries.
- Ticket Reports and Dashboard: It provides a comprehensive detailed report includes SLA, Group Based Ticket Count, Average Time to Respond and resolute.
- Workflow Automator: It is especially useful when stopping manual jobs and using dynamic queries and defining tasks in a dynamic way
- There is not as such I have felt anything major. But if it is there to have devices without having Fresh Service Subscription could be easy to understand the user devices from where queries are being generated
July 17, 2023
FD
- Reporting - it's easy to generate report with filters
- Ease of use when it comes to being able to view tickets
- Easy setup - it's easy to setup and make changes
- Automation - there are some limitations to some automation to a more granular level of notifications
- Slack integration - it's very limited, would suggest more functions via slack integration
July 17, 2023
Cost effective ticketing platform
- Ticket management among teams
- Issues in sending and receiving attachments
- Clunky when talking to multiple people in an email thread, as a ticket has a single contact as the main 'TO'
July 17, 2023
Freshdesk makes managing my trouble tickets a breeze
- being able to see current status of ticket
- being able to manage my technicians tickets queues
- Ticket trends and resolve times
- button customization
July 17, 2023
Freshdesk is the Best
- SSO
- Quick and Easy to submit tickets
- Communication
- Agents find it easy to use
- Customisable
- Great Support
- As a free version the reports are a little cumbersome to use, difficult to get accurate figures
July 17, 2023
Freshdesk works well for our needs
- Canned Responses
- Ability to assign specific agents to tickets
- Track open tickets
- Tooltips and easier navigation to functions such as email signature would be helpful.
- Easy to search history
- Threaded messages
- Customizable canned text
- bulk edit
- I don't really have any complaints...
- Tracks incoming tickets for submittal and closure times
- Enables a whole lot of features in the free build
- Enables a single point for our end-user community to submit issues to our IT team
- I think that we could have tested/used the SLA features that are not included in the free version to give us a good feel for what we need.
- Tagging tickets were free-form. Therefore, too many "similar" tags were being created. If you could have a designated "tag creator" or restrict the tags to a drop-down list, this would help us with future ticket searches.
- We could not create child tickets, or create a multi-ticket incidents into a "problem ticket".
- Email to ticket conversion
- Automations
- automatic emails when submitting ticket
- when searching and wanting to go back, it does not return to previous page
July 14, 2023
Best move we've ever made
- Super easy to set up
- Professional looking emails
- User friendly portal
- Limited indepth customisation
- Quite expensive to add customer feedback form
July 14, 2023
Organizational dream
- Filter
- Search Bar Functionality
- Folder organization
- Customer-Friendly
- Easy to use and get comfortable with navigation
- Keeping old records- sometimes it only goes back 3-5 years and in rare cases we need a little more.
- Filter delete- Being able to delete old filters to clean-up the not popular ones.
- Email verification before sending- Should be able to verify email before attempting to send.
July 14, 2023
Freshdesk is great for your first service desk tool, but is unlikely to remain your primary tool for long.
- Contact Segregation
- Ticket Tracking
- SLA monitoring
- FB / Social integration is poorly done
- Automations and related logic are rudimentary and single-faceted
- Third-party systems integration options are few and far between
May 22, 2023
Efficiency for Everyone
- Solutions
- Canned Responses
- Simplifying communication
- Reports for agent AHT
May 02, 2023
Review
- Ticket transfers between employees
- Categorization
- Sending normal e-mails, cannot send "hidden copies" in some cases
- Overall using could be made simpler
April 14, 2023
A great option for solopreneurs
- Creating a clear process for addressing enquiries
- Easy of use
- Pleasant interface
- Roles, this was a bit confusing setting up email notifications.
April 10, 2023
Good but needs more enterprise-oriented solution
- Intuitive, fast and easy UI
- Great ticketing and telephony system
- Easy setup
- Reporting
- Lack of customization compared to Salesforce
- Limited functionality
April 09, 2023
Freshdesk Internal Ticket System
- Handles ticket creation/notification very quickly.
- The mobile app is really well done.
- The reports, that we use, are very easy to work with.
- If anything, don't make everything locked down. There are certain OOB items that cannot be modified. But again, that doesn't affect/bother us at all.
April 09, 2023
When Good Turns Basic
- User interface
- Automations
- Ease of use
- Audit Logs, audit logs currently don't cover any admin changes
- Lower SLA timing under 15 mins. Currently only 15 mins in the minimum SLA that can be set
- Message automation for WhatsApp source tickets
- Adjusting to own preference, layout and security
- Support from the company itself, fast and personal
- Core features of the software
- Finding back some settings, sometimes a lot of searching
April 09, 2023
Great cost effective alternative to Zendesk
- Rules that trigger on ticket creation, update or time trigger
- Integration with a variety of apps
- Fantastic tech support team and supportive customer success agents.
- It would be really great if when sending a new email in Freshdesk, the rules for the automation treated it like a new ticket, thus would allow more flexibility.