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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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How Freshdesk Differs From Its Competitors

Customer Satisfaction

Freshdesk provides us with support that guarantees quick responses, issue tracking, communication, and quick satisfaction of customer needs. Our clients are very satisfied with the use of this platform in our company.
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Customer Satisfaction

Yes, it is very helpful in providing fast and easy resolutions within the timelines and this enhances the productivity within the company also we can view the client feedbacks and they receives the automated emails for the responses which are pending from their end to proceed further which gives a …
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Customer Satisfaction

we do not user Freshdesk for retentions, this is used as a communication system, within the organization and is being explored for other products that can bring in value to the business
To the most I could comment that the over all performance has been great and we are through with this
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Customer Satisfaction

Freshdesk's omnichannel support suite and AI-driven automations have significantly boosted our customer satisfaction. By offering support across various channels and swiftly resolving issues through preferred communication methods, it has notably enhanced customer retention. The platform'…
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Customer Satisfaction

Prior to using Freshdesk, we only offered an email address for logging incidents with our Product Support team. We now offer a Ticket Portal, Self-Help, Email and a Phone Service to customers to allow them to work in their most convenient method, whilst still enabling the agent to track, update …
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Customer Satisfaction

Yes, it has helped my business to increase customer satisfaction to a greater extent. Earlier when were not using it, things were haywire and mismanaged often leading to delays and customer dissatisfaction. Once we have employed Freshdesk, timely resolutions are done without long delays. Even …
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Customer Satisfaction

Businesses that integrate Freshdesk have observed favorable effects on both customer satisfaction and retention. The comprehensive omnichannel support suite allows organizations to interact with customers via their chosen communication channels, establishing a smooth and responsive support …
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Customer Satisfaction

We really like the automation options in freshdesk. They allow us to do things like suggest certain support articles when people search for certain terms on the support site, and when people email us with support queries we can auto-reply with suggested solutions. It helps with the support and …
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Customer Satisfaction

Freshdesk has helped us track and log customer satisfaction also, in many cases helped keep track of and made it easy to locate older conversation such that the context is not lost. Have not personally explored much into the AI functionality yet so not looking to comment on it.
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Customer Satisfaction

Freshdesk has absolutely increased customer satisfaction and retention. Having a robust ticketing system is essential to success when working with clients. Freshdesk provides the frontline team with a lot of great tools to help clients more efficiently, and the main need of any client is to have …
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Customer Satisfaction

They aren't as well connected as we'd like, but they do connect at least a little bit. We have some stuff set up so the chat to ticket handoff is pretty smooth.
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Customer Satisfaction

Currently, it has helped with customer satisfaction with the knowledge base feature and also helped our team to be well equipped because of canned replies, we are now also able to talk to customers in real-time in case of any urgent requirements that they have through freshchat which is very nice
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Customer Satisfaction

It's helped customers understand that a team is there to support them rather than one person. It gives the customer the reassurance that there's always someone around to address their query.
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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)
    8.7
    87%
  • Organize and prioritize service tickets (141)
    8.7
    87%
  • Ticket response (142)
    8.7
    87%

Reviewer Pros & Cons

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Pricing

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

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).
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Comparisons

View all alternatives
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Reviews and Ratings

(506)

Attribute Ratings

Reviews

(1-25 of 25)
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November 27, 2023

Freshdesk is a great customer support app

Jeffery Albertson | TrustRadius Reviewer
Jeffery Albertson
System Administrator
Warren County R-III School District (Education Management, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
10
My Dashboard provides an overview on what is happening with tickets today as well as an overlay of yesterday hour by hour. The reports allow me to look at performance for an entire group, or I can drill down to the agent level and review metrics including SLA performance. There are over a dozen different options to enhance help desk productivity.
May 13, 2021

Fresh start to your customer support function - Freshdesk

Nipun Mohanty | TrustRadius Reviewer
Nipun Mohanty
Product Solution Specialist
Seclore (Information Technology and Services, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
4
The analytics module can be improved. Visual representation of data is not available for realtime reporting. Sentiment analysis is something which is very important but not available in the tool.
January 16, 2020

Freshdesk for team efficiency!

Jennifer Hess | TrustRadius Reviewer
Jennifer Hess
Designer, Developer & CEO
SOFO STUDIOS, LLC (Graphic Design, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
4
The dashboard isn't really used by my team. I'm almost always open to the Tickets list page. I think the reports are pretty good, but since clients often like to reply with "Thanks" or take a long time to confirm/reply, the close rate is never right, since they frequently get reopened (despite having been resolved/closed already). I don't review the reports, as I'm typically pretty well apprised of the ticket statuses, and they don't really offer any useful info for me. Perhaps if they were more visually interesting, or if the reporting table didn't require horizontal scrolling.

We don't really use any of the other dynamic features, as we only receive a few tickets a week on average, so they can just be managed individually. I would like to see improved integration with Asana, as we're currently adding tasks manually since the available integration isn't really usable given the large quantity of clients & tasks and lack of search feature/settings in the integration.
January 25, 2019

Freshdesk is fresh and easy to use!

Chianne Shepherd | TrustRadius Reviewer
Chianne Shepherd
Support Team Lead
MobyMax (E-Learning, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
10
We use Freshdesk's data to track the number of tickets received and what days are busiest. We track our agents' amount of tickets resolved and what their first response SLA % is as we want to see they are getting back to customers within a certain length of time. We also track customer surveys on satisfaction.
December 15, 2018

Freshdesk: a leading solution for service desk management for small business

Naveen Gabrani | TrustRadius Reviewer
Naveen Gabrani
Founder/CEO
Astrea IT Services Pvt Ltd (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
8
Freshdesk reporting is very easy to use. You can type a few words and the software suggests what you may be looking for. For example, you can type How many, and it suggests a set of autocomplete options, which makes it very easy for nontechnical users to build reports.
However, if you are looking for advanced customizable reports then Freshdesk may not be the best solution for you.
November 27, 2018

Great tool for great customer success

Verified User
Project Manager in Product Management
Internet Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
We haven't done any integration on this issue, but every once in a while we pay attention to our performance on responding to customers, to make sure we are making a good job and not forgetting about any answer. It has proved to be very useful, but as I've written in the previous question, there are some tickets that I think might be moving the statistics in the wrong way, just because they were answered offline and not registered on time.
November 23, 2018

Using freshdesk in a startup

Ignacio Cruz | TrustRadius Reviewer
Ignacio Cruz
Sales Development
Omnia Salud (Internet, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
We do not use any of the analytics provided by freshdesk. In our plan it is very basic so finally it is not relevant to our organization. If we would use the tier up plans maybe the analytic would have some relevance for us.
We did not know Freshdesk had a natural language processing tool.
November 21, 2018

First choice for a quick support channel

ayush dwivedi | TrustRadius Reviewer
ayush dwivedi
Program Leader
Kaivalya Education Foundation (Non-Profit Organization Management, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
8
I like the dashboard feature of Freshdesk which shows overall the pending tickets, unassigned tickets, and open tickets.
The report is also good but it provides the form the past to previous day not up to current day.
For report visualization things needs to be improved.
November 21, 2018

Freshdesk - Simple and Easy to use. Easy to expand. Reporting could use enhancing.

Gary Pope | TrustRadius Reviewer
Gary Pope
Sr Manager of Business Intelligence
Wireless Vision (Wireless, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
7
Freshdesk is improving on their analytics that are available to the users of the software. However, I do believe that this is something that they could improve upon. Overall they have several canned reports that they have made available. Their custom reports allow for picking columns you want to include and sending it out via a csv file on a scheduled basis. I would hope that future releases allow for more complex custom reports allowing for custom formulas and groupings.
November 17, 2018

Great support management platform

Verified User
Engineer in Engineering
Health, Wellness and Fitness Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
7
Freshdesk has a solid offering in terms of support analytics, however additional capabilities would certainly be great. While we are able to analyze our customer communications to determine trends and improve our product and support, we do feel like they could make advancements in this area to help us better automate responses and improve our product.
September 12, 2018

Freshdesk is the best ticketing software I have ever used, Hands Down!

Justin Reeves | TrustRadius Reviewer
Justin Reeves
MDM Systems Administrator
Clinton (Mississippi) Public School District (Education Management, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
10
The dashboard for freshdesk is amazing and gives so much valuable information. We also love the ability to pull specific reports on each agent to see how they are doing in comparison to the rest of our team. I also use the Freshdesk API to pull information into our proprietary dashboard to see how many tickets each agent has at any given time.
March 22, 2018

Great customer support tool within a nice price

Jitesh Dugar | TrustRadius Reviewer
Jitesh Dugar
Product Manager
Drivezy (formerly JustRide) (Transportation/Trucking/Railroad, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
8
The level of analytics can be improved and it would be awesome if they could send weekly emails with all the KPIs and the items that need attention. It really fits admins who are not regularly logging in into the platform but want to stay updated on what their agents are up to.
March 07, 2018

Freshdesk is simple and perfect for anyone who wants Quality AND Affordability

Joshua Weaver | TrustRadius Reviewer
Joshua Weaver
Developer
By the Book, Inc (Software For Churches/NonProfits) (Religious Institutions, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
9
Freshdesk has more than we could ever hope to use in this regard. As a smaller company, we might not fully utilize features that provide detailed analytics of ticket response times and such. We take care to respond and close tickets as they come in as soon as we can and our small team is able to do this without stepping on each other's toes simply enough just using the ticket dashboard.
September 27, 2017

Freshdesk is a less expensive and fully capable support ticketing system

Rusty Wilson | TrustRadius Reviewer
Rusty Wilson
Director of Technical Support
Tenable Network Security (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Analytics & Insight with Freshdesk
9
Freshdesk has done a very good job with creating the most often used reports, and KPIs in the support industry; however there is no capability to do custom, ad-hoc reporting. You are limited to filtering on the out of box reports - which continues to grow and improve. For all but very large businesses you will find the reporting and analysis tools more than sufficient.
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