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Freshdesk

Freshdesk

Overview

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…

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Recent Reviews

Enhancing the Customer Experience

9 out of 10
January 31, 2024
I am using Freshdesk on a regular basis to assist the clients, it helps to track all the emails and reminds me all the task so that I am …
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Recommended Platform !!

10 out of 10
January 15, 2024
I have a overall good experience on Freshdesk, it's a smooth platform for managing all your Tickets !!
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Freshdesk Review

9 out of 10
January 15, 2024
We use it to server our customers who send emails. all emails hit the Freshdesk and we respond to all client emails from here. This is a …
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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
  • Ticket creation and submission (142)
    8.8
    88%
  • Email support (138)
    8.8
    88%
  • Organize and prioritize service tickets (141)
    8.7
    87%
  • Ticket response (142)
    8.7
    87%

Reviewer Pros & Cons

View all 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://www.freshworks.com/freshdesk/pr…

Offerings

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

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

8.3
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.3
Avg 7.7
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Product Details

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

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 Suite, Zoho Desk, and Kayako are common alternatives for Freshdesk.

Reviewers rate Ticket creation and submission and Email support highest, with a score of 8.8.

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 and Ratings

(509)

Attribute Ratings

Reviews

(1-25 of 213)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • ⦁ It has the clearest and most useful ticket submission portal we have used.
  • ⦁ Simple email monitoring.
  • ⦁ A central location for customer and employee communication records.
  • ⦁ Automation potential through threads, tags and cached responses.
  • ⦁ Date ranges would be much easier if entering text date ranges were a feature and you weren't forced to click on a calendar.
  • ⦁ If we merge a ticket it cannot be disintegrated.
March 11, 2024

Freshdesk - IT

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Ease of use. The UI is very clean
  • Very intuitive. adding properties to tickets is very easy
  • groups. I like how we can make IT groups and HR groups for tickets
  • search functionality. i like to use past tickets to help solve new issue. Sometimes the search function won't find relevant tickets from my searched key words.
  • I want to be able to respond to CC'd users indiidually. Whenever you respond in a ticket, it makes you send an email to who created the ticket. Sometime I want to just reply to one user who was CC'd if the ticket was created on their behalf
Score 9 out of 10
Vetted Review
Verified User
  • Track all the emails
  • Easy to search the tickets depending on status
  • Track the FEEDBACK Survey
  • Timely notification on WOC tickets
  • While creating new tickets sometimes it gets stuck
  • Need to improve the functionality of adding the screenshots
  • Loading time
January 15, 2024

Recommended Platform !!

Score 10 out of 10
Vetted Review
Verified User
  • Easy to Track Tickets with the help of Ticket Numbers.
  • Feasibility of Adding Notes on Each Ticket if needed.
  • Majorly the Ticket Dashboard is so helpful which shows the number of Open, Unresolved, Due and Overdue Tickets.
  • Client Feedback Rating is a wonderful feature.
  • Parsing of the images takes sometime - it shows error Parsing Failed which is time consuming task as we need to add and wait for the Image Loading.
James Allnutt | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Skill Based Ticket Assignment
  • Ticket Alerting
  • Advanced Dashboarding and Metric Sharing
  • Stronger integration between custom objects and scenario automations.
  • Increased Agent View Customization (without third party apps).
  • Additional Sign-In Methods for End Users (email links)
January 10, 2024

Amazing management tool!

Sarthak Chopra | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Project Management : Inside and outside the team both
  • Ticketing : Raising the tickets and addressing them
  • Saves a lot of time by faster resolution
  • Automation is amazing
  • Occasionally it hangs and the screen freezes
  • While changing the status of the ticket, it has to be refreshed several times
  • Adds a lot of emails to already busy mail queue
Score 9 out of 10
Vetted Review
Verified User
  • showing the stats
  • and Survey trigger content and the reflection after completion
  • showing us the where we standing with completion
  • need to work on the page refresh issue
  • redirect option should be little faster
  • applying the changes is little slow
Jeffery Albertson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • You can write solutions articles for your most common requests, so customers can help themselves. Keywords typed by the user point them to related articles allowing them to help themselves.
  • All the tickets can be managed in one location.
  • After a ticket is Resolved the customer gets a survey, so technicians are accountable for the work they do.
  • Automatic closing of tickets when a customer doesn't respond to a request for more information.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • This apps have automation that can automatically assign ticket according keyword that we have set
  • Templates "canned response" in Freshdesk
  • Mobile access so we can monitoring our queue anywhere and anytime
  • Integration with others apps
  • Enhance AI automation
  • Enhance reporting and analytics
  • chatbot for end user
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Ticketing
  • Organization
  • improve our SLA
  • easy one stop solution for all our agents
  • better filtering or assigning
  • better connection to existing customer contacts when creating tickets
  • easier reports
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Assisting you with learning the product.
  • The ticketing system workflow is nice.
  • The overall system is useful if need a help desk.
  • Pricing. Daily passes for the help desk need to be adjusted. Contractors have to complete work within 24 hours to avoid be charged again.
July 24, 2023

Honest feedback

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • The UI is very user friendly and simplistic without any unnecessary features floating
  • We are able to categorise and prioritise different segments in our business
  • Freshdesk also helps with building accountability and bringing transparency accross the org.
  • Occasionally there are breakages when a long thread email is reviewed. Could be improved by hiding longer threads.
  • The Auto-Assign feature has been a little inconsistent at times.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Automations - sorting tickets
  • Help and Support page
  • Reporting - Analytics
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
July 21, 2023

Freshdesk Review

Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • Out of the box start up seems fairly easy.
  • Training to the purchaser could be stepped up
  • Training
  • Training
  • Training
  • Setup and configuration could be explained and documented better
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Team members are able to see entire support threads without needing the need to cc them on every message
  • Workflow plans help us stay on-track to meet our goals for resolving customer support issues
  • Merging tickets is not very "intelligent" - when long tickets are merged, the secondary ticket will be put in in its entirety as a single private note - this leads to a lot of duplication of information and excess scrolling. It can make merged tickets very hard to parse.
  • Reply emails are not always attached to their parent threads and create additional new threads which then may need to be merged (see above). There does not seem to be a consistent way to make sure that this doesn't happen - forwarding emails to our FD email address with the subject #[ticket number] works sometimes, but not others. Emails with "RE: [ticket subject, ticket number]" and "Automatic Reply: [ticket subject, ticket number]" often create new tickets rather than getting assigned to the existing thread, creating more work.
  • Private not responses do not always "count" as new activity, and so a ticket can appear inactive at a glance when we may have a note from a colleague waiting to be read with no indication that it is there at a glance.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Intuitive to use for end users!
  • Allows for the creation of structured templates that unfold depending on the ticket type and other selections.
  • There are some hard limits e.g. on the number of checkbox fields you cna add to a template.
  • There is no way to create tickets on behalf of others.
  • There is no way to grant another end user visibility over a specific ticket that you have created.
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