Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading

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 !!
Continue reading

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 …
Continue reading
Read all reviews

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)
    8.7
    87%
  • Email support (138)
    8.7
    87%
  • Organize and prioritize service tickets (141)
    8.7
    87%
  • Ticket response (142)
    8.6
    86%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

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
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.3
Avg 7.8

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.

8.4
Avg 7.6
Return to navigation

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 Organize and prioritize service tickets and Ticket creation and submission and Email support highest, with a score of 8.7.

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

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(504)

Attribute Ratings

Reviews

(1-25 of 34)
Companies can't remove reviews or game the system. Here's why
Jeffery Albertson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Had a very difficult situation with Freshdesk when thousands of spam tickets were created. This same situation affected hundreds of their customers. It was obviously difficult for them to address all the problems at once, but they did and did so in a timely manner.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Despite using the free plan, we've always had prompt responses whenever we contacted Freshdesk support. The assistance has always been professional and we've never felt like we were given less attention because we weren't a paying customer.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We contacted Freshdesk a total of two times and both interactions were the epitome of excellent customer service. They were accommodating, understood our questions, gave us the exact answers that we were looking for, and were overall pleasant.
Karan Thakur | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The support from the Freshdesk team is great. They try to resolve the issue ticket within 12 hours and help you with an accurate reply that how much time it will take to finally get it resolved. Also, the chat team helped me a lot many times with small-small doubts I have while creating rules for ticket bifurcation.
CJ Pomerantz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
While I haven't personally interacted with support from FreshDesk, those on my team have always gotten their issues resolved quickly and relatively easily. In addition to that, the knowledge base they provide is always helpful to start solving problems big and small. My team has never had a single complaint.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Because I never worked with a company that responds so quickly to their customer! They are always fast at responding and very open to new ideas and quickly turning them around to include them in future releases. They walk us through when we need assistance and are very good at communicating. Overall top notch support!
Score 1 out of 10
Vetted Review
Verified User
Freshdesk may have some good features. But the support provided is the worst I have ever seen from a company. We are 12 days out with no way to use the software. All you get is different Level 1 Technicians who recommend the same thing over and over again (e.g. clear cache). There is no way for us to use the software and no one to fix it. IMO support is the number one thing to look for when adopting a product in a corporate environment. Therefore, even though good features exist, the support is non-existent so this product should never be used by any corporate entity.
March 01, 2022

Freshdesk Review

Score 10 out of 10
Vetted Review
Verified User
They provide responses in a timely manner and all the supporting documentation can be found in the FAQs that are easy to understand and follow
Score 7 out of 10
Vetted Review
Verified User
I would like to rate 9 out of 10 for its overall support because Freshdesk allows us to keep track of the raised tickets, assign multiple recipients. Also, we can merge the related tickets as one. Assigning public/private notes also helps to comment [on] related information. As a support desk, it has fully satisfied us with its features and customizable capability.
Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshdesk customer support is available on phone, email, live support and tickets. They are knowledgeable and ready to help their users solve any issues. They have a Video Library on their website with videos that are categorized under different playlists to help users on a daily basis. All information a user needs to get started with Freshdesk is available online.
John Reitz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Most of the time they returned our requests quickly and often they got very detailed and into the problem with us which was refreshing. So many companies would hide behind their tickets but Freshdesk was a bit of fresh air as they routinely explained in detail their limitations and issues which helped us understand things better and plan for how to use the product best.
Return to navigation