Freshdesk

Freshdesk

Customer Verified
Top Rated
Score 8.6 out of 10
Top Rated
Freshdesk

Overview

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk...
Read more

Recent Reviews

Read all reviews

How Freshdesk Differs From Its Competitors

Customer Satisfaction

i have used the ai chat and it's good for more common issues. What i like is that there is still an option to speak to a support agent to help with your problems. I haven't had a lot of problems with the system but for the few times i have the support is great
Continue reading
Verified User
Program Manager

Customer Satisfaction

We have 60 automation rules defined in our Freshdesk instance, allowing to specify multiple AND/OR conditions either at ticket creation, on Time triggers or Ticket Updates. This allows our client's tickets to be routed very fast to the appropriate group, thus limiting the manual dispatching. …
Continue reading
Verified User
Team Lead

Customer Satisfaction

Without a doubt. Our field is very niche and requires specialist knowledge of not only the field as a whole, but also many tools and techniques that took me decades to learn, making it not only impractical but impossible to replicate is customer service staff. However, with various Freshdesk …
Continue reading

Customer Satisfaction

Our user can ask us question through Facebook and Twitter and these channels are integrated seemingly into the main channel being email. It works like a charm.
Continue reading
Verified User
Director

Customer Satisfaction

Pros - I have been using the services of this company for many years and am very happy with their level of service. They always deliver what they promise on time and within budget, which is more than I can say for other companies I have used in the past. Cons - Current user interface on the …
Continue reading
Verified User
Executive

Customer Satisfaction

It has made it easier to quickly support customers and to keep exchanges easily accessible. Also makes it easier to have multiple staff engaging with the same customer. Productivity is also enhanced by integrations like Slack.
Continue reading

Customer Satisfaction

They have definitely helped increase customer satisfaction. We use FreshDesk for website portal tickets and internal tickets and we convert our incoming calls to tickets manually. We do not currently use the FreshCaller product so unable to comment on that product. Their ticketing system is state …
Continue reading

Customer Satisfaction

Freshdesk has helped increase customer satisfaction by a couple different ways. One, which we have just started to implement directly into our UI is the FreshChat option. Customers have quickly gravitated towards using this in app chat option and are very happy with how responsive our team is able …
Continue reading

Customer Satisfaction

Providing solution definitely impact us when they get solution through a channel that is specifically for the tickets and working without issue. Freshdesk I found never got down their servers. So no issue is faced in connectivity. this helps to work fast and save the time.
Continue reading
Verified User
Consultant

Customer Satisfaction

For customer satisfaction, there is an improvement in CSAT, around 80%. The reason this happened is that using the Knowledge base can be used as self-help for customers. Automatically escalating priority issues to a particular team using AI automation. Dependency reports and setting rules to …
Continue reading
Verified User
Program Manager

Customer Satisfaction

As per my use case, it help me a lot and the customer too because the customer was also having access to this platform so that they can raise incidence whenever they have issues with the implemented applications and this application is very easy to use even if you are not having any knowledge of …
Continue reading
Verified User
Consultant

Customer Satisfaction

Help shorten the methods in solving problems, for example, his connection to our company's system is very easy, and the time savings for the customer have led to an increase in the evaluations of the company and an increase in feedback.
Continue reading

Customer Satisfaction

Yes it definitely helped our business increase customer satisfaction and customer retention as we were able to resolve and track queries quickly. Annalise data and improve processes and policies.
Continue reading
Verified User
Director

Customer Satisfaction

Freshdesk’s omnichannel customer support suite and AI-powered automation helped us massively. We are now promoting the omnichannel for our clients as it is already a one-stop shop. We can now assist with tickets, calls, and chats without having to pay more in licenses. Furthermore, it eases the …
Continue reading

Customer Satisfaction

Freshdesk has helped our organization to rapidly evolve in terms of customer support and success and also helped to smoothen internal processes to a great extent. To sum up, the implementation has resulted in achieving an improved NPS and increased business across different LOBs. Technologies such …
Continue reading

Customer Satisfaction

We found using Freshdesk great for keeping track not only of individual tickets, but also of the past tickets of each user. This has increased our ability to provide personalized assistance, taking into account the other issues reported by the same user, thus visibly increasing customer …
Continue reading
Verified User
Administrator

Customer Satisfaction

The AI Automations are typically to match the incoming ticket to some support article in the KB. But the only way the AI knows is if you train it. The way to train it is to think up other words for the same article topic and save them for the AI to "know about." This is some heavy lifting. if this …
Continue reading
Verified User
General Manager

Customer Satisfaction

We switched to Freshdesk mainly to get customer feedback, so we know how we are performing as a team. Since the switch, it just validated that we are really doing well in supporting our users since we now have the customer satisfaction data. It also allowed us to review specific processes and …
Continue reading
Verified User
Employee

Customer Satisfaction

Since we started taking advantage of Freshdesk’s automation features, we were able to shift our focus to spending the extra time on complex tickets and adding personal touches on our interactions with our end consumers. This lead to consisten positive feedback from our users that we were efficient …
Continue reading
Verified User
Director

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 (71)
    9.0
    90%
  • Email support (70)
    9.0
    90%
  • Ticket response (71)
    9.0
    90%
  • Organize and prioritize service tickets (69)
    8.9
    89%

Reviewer Pros & Cons

View all pros & cons
Verified User
Program Manager in Information Technology
Machinery Company, 201-500 employees
Verified User
C-Level Executive in Customer Service
Computer Software Company, 11-50 employees

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Freshdesk, and make your voice heard!

Record a review
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://freshworks.com/freshdesk/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
Return to navigation

Product Demos

Welcome to Freshdesk | Best Customer Service Software
01:51
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.5Avg 8.2

Self Help Community

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

8.3Avg 8.1

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.

8.4Avg 8.1
Return to navigation

Product Details

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar 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.

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

Reviewers rate Ticket creation and submission and Ticket response and Email support highest, with a score of 9.

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

 (366)

Attribute Ratings

Reviews

(1-25 of 32)
Popular Filters
Companies can't remove reviews or game the system. Here's why
January 10, 2023

A fresh look at Freshdesk

Verified User
C-Level Executive in Other
Information Technology & Services Company, 1-10 employees
Score 9 out of 10
Vetted Review
Verified User
Support Rating
9
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.
August 24, 2022

The Freshdesk free plan provides everything we need and more

Verified User
Administrator in Information Technology
Computer Software Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Support Rating
10
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.
August 11, 2022

Freshdesk was a lifesaver when we were drowning under our support tickets!

Verified User
Director in Customer Service
Financial Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Support Rating
10
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.
August 05, 2022

Freshdesk added value to our company

Karan Thakur | TrustRadius Reviewer
Karan Thakur
Team Lead Guest Experience
OYO (Hospitality, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Support Rating
10
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.
July 08, 2022

Great Even If You Don't Like Ticketing Systems

CJ Pomerantz | TrustRadius Reviewer
CJ Pomerantz
Product Manager
Automatit (Marketing & Advertising, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Support Rating
10
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.
May 05, 2022

Freshdesk, what a great Fresh perspective on a ticket system!

Verified User
C-Level Executive in Information Technology
Higher Education Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Support Rating
10
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!
March 28, 2022

Freshdesk: Some Good Features, TERRIBLE Support. Recommend: Avoid

Verified User
Executive in Corporate
Hospital & Health Care Company, 201-500 employees
Score 1 out of 10
Vetted Review
Verified User
Support Rating
1
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

FA
fazal azeem
Implementation & Support Specialist
360Factors (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Support Rating
10
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
January 05, 2022

My experience with Freshdesk

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Support Rating
9
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.
May 03, 2021

Freshdesk brings interesting call center options

Maria Wiley | TrustRadius Reviewer
Maria Wiley
Master of Busines Administration
SSDIGITALCO (Marketing & Advertising, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Support Rating
10
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.
April 27, 2021

Best-in-class help desk features with multi-channel support.

Elizabeth Cassidy | TrustRadius Reviewer
Elizabeth Cassidy
Senior Analyst, Customer Analytics
Alliance Data Card Services (Financial Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Support Rating
10
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.
April 23, 2021

Freshdesk is the Best Support Desk We've Used

John Reitz | TrustRadius Reviewer
John Reitz
Creative Director
Links Technology Solutions (Internet, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Support Rating
8
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