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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

(507)

Attribute Ratings

Reviews

(1-25 of 26)
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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
Engagement with Freshdesk
10
Real time analytics allow workflow to be tracked throughout the day. Tasks are easily assigned to technicians through the All unresolved tickets screen or they can be pre-assigned based on the Ticket Type. Productivity, Performance, Trends and Customer Happiness can all be tracked through the Reports tab. Recent activities are posted in a real time list so you can review incidents as they happen..
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
Engagement with Freshdesk
9
- Team email box helps with making sure no tickets are missed.
- Internal escalation workflows help in ensuring that each ticket gets the visibility it needs.
- Performance analytics helps in making sure that we are able to make changes in the right direction which are effective.
- Response routing feature & workflows help in ensuring that multiple teams are collaborate on a single ticket without any conflicts.
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
Engagement with Freshdesk
9
We primarily use the Group & Agent assignment functionalities, which works well for our team. Agents are placed into Groups so that when relevant tickets come through, we're all pinged and can pick it up as needed. This allows for efficiency and ensures issues are handled promptly. The conditional logic for ticket assignment is really helpful, though could use a few more include/exclude rules, and more field options to search by. The attachment functionality can be a bit cumbersome, as drag-and-drop doesn't seem to be an option until you've already added something to the email, and attachments from clients can often get missed as they're listed as text links at the bottom and are not always easily visible in lengthy tickets.
January 31, 2019

FreshDesk to help manage technical issues for customer satisfaction

Erin Harris | TrustRadius Reviewer
Erin Harris
Owner
ESH Genealogy & Marketing (Information Technology and Services, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Engagement with Freshdesk
9
We are two smaller scale organizations using Fresh Desk for technical questions and issues that users have when using the website and applications. Sales and customer support are primary users of FreshDesk. Those who send in tickets are free and subscribed users. Questions range from password reset requests to users experiencing issues or bugs.

Everything is quite manageable at our level and with proper customization and implementation as our organizations grow, I would see the Fresh Desk application have the ability to keep up with that growth.
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
Engagement with Freshdesk
10
I find the response and engagement capabilities of Freshdesk work well. We have automated responses for different ticket statuses and times left in that status. We are able to auto-assign tickets to agents. We have a huge library of canned responses to get back to customers quickly. It's easy to use Freshdesk's reporting to track our agents' work.
December 20, 2018

A live saviour support system

Verified User
Engineer in Information Technology
Internet Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Engagement with Freshdesk
9
Freskdesk helps you cover all the platforms, scheduling all the tickets, notifying agents, assets managing, solving customers problems easily and quickly. It covers mostly platform which are being used now a days. It analyses performance and helps to increase performance also.
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
Engagement with Freshdesk
10
Frehdesk includes powerful features for managing service desk tickets. The automated system can be set up to set in place custom rules. For example, if a ticket has not been closed for three days then it will email the service manager, etc. It also has other interesting features like, you can create a ticket in Slack from a chat room. Canned responses can be set up to save on Service agents time.
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
Engagement with Freshdesk
8
What I value most is the ease of use. It is straight forward, very easy to assign to agents and to review the full state of the conversation with the client (making sure the tickets are always merged when needed!). Users permissions were all as we needed (which isn't too complicated). The media assets management on the responses could be improved, but we have been using it regularly.
November 27, 2018

Freshdesk helps me do my job well.

Eric Weiss | TrustRadius Reviewer
Eric Weiss
Customer Service Representative
Hatchbuck (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Engagement with Freshdesk
10
Freshdesk provides me the tools I need to quickly engage with my Contacts on a needed basis. I can easily view from my queue when tickets come in which help keep my workflow maintained. Assigning tickets to proper users on my team is very easy to use and if needed you can receive email notifications for those said updates.
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
Engagement with Freshdesk
10
On Freshdesk it is very easy to assign an agent to a specific ticket, in fact, you can assign an agent based on the type of ticket that you have received. This makes it easier to automate the work and gain time on the response, because as we use it, when you have a ticket assigned to your user you receive a Google Chat message (that is something that you can do with the API) to start working on it.
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
Engagement with Freshdesk
9
I like the self service portal. This allows the customer to open a ticket on their own as well as check on their previously opened tickets. They can also view published solutions. This was one of the key features in selecting this solution - giving the customers the ability to check on their previously opened tickets that we liked.
November 20, 2018

I have used and love Freshdesk

Chris Wilkey | TrustRadius Reviewer
Chris Wilkey
Assistant Director of Housing and Residence Life for Marketing and Communications and Technology
Ball State University (Marketing and Advertising, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Engagement with Freshdesk
9
I really love the workflow and task assignment parts of Freshdesk. When I created the scenarios, I was able to do auto routing and make sure each question was responded to in a timely fashion. I could also assign tasks to specific people if an issue needed to be escalated.
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
Engagement with Freshdesk
9
Our team is able to effectively respond to support requests and communicate with users. Freshdesk makes this seamless, both on the admin user side, and the customer management side. While there are a few quirks when it comes to managing contacts and groups, for the most part Freshdesk has allowed us to quickly respond to and engage with our users and we couldn't be happier.
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
Engagement with Freshdesk
10
The ease of replying and engaging with customers via freshdesk is better than any other service i have tried hands down! I love the ability to reply within the interface or reply via email and the ability to use email commands to easily close or resolve a ticket straight from email
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
Engagement with Freshdesk
9
Responding on Freshdesk is extremely important. It was very easy for us to train the agents as most of the features were self explanatory and the UI was smooth. In addition, since a lot of KPIs were displayed on the dashboard, it was easy for us and for the agents to monitor and keep improving.
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
Engagement with Freshdesk
9
I think Freshdesk enables us to engage our users very quickly. With our integration with Slack, we are notified right away (or at least when we arrive at the office the next day). With the custom fields that we have in play, we know qualified data about the issue the user is having and what we might need to do to better assist them with a solution. And the integrated knowledge base solutions are a click away from the reply that we can insert into a ticket thread.
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
Engagement with Freshdesk
9
Engaging customers on support cases is very easy with Freshdesk. As mentioned the UX for both agents and customers is highly optimized to facilitate communications. In addition being able monitor and reply to questions via social channels is a big plus.
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