Freshdesk

Freshdesk

Customer Verified
Top Rated
Top Rated
Freshdesk

Overview

Reviews

My experience with Freshdesk

7
Freshdesk is one of the best support tools that I have used. It helps me and my organization to communicate with our clients regarding the …
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Scalable Ticketing

9
Freshdesk allows us to track issues and roadblocks for our many customers and with a decentralized workforce very efficiently. Every …
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Reviewer Pros & Cons

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Pricing

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Blossom

$15.00

Cloud
Per Agent/Per Month (billed annually)

Garden

$35.00

Cloud
Per Agent/Per Month (billed annually)

Estate

$49.00

Cloud
Per Agent/Per Month (billed annually)

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://freshdesk.com/pricing

Offerings

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

Starting price (does not include set up fee)

  • $15 per month

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Freshdesk?

Freshdesk is a SaaS based customer support software for businesses of all sizes. The vendor's value proposition is that Freshdesk is priced affordably, and is free forever for any number of agents. There are four other plans available that come with a whole lot of features.

The vendor says Freshdesk is easy to use and takes little time to get started with. Further, it is configurable and customizable. For example, Freshdesk includes a gallery of themes to choose from, and the ability to automate workflows and manage escalations.

Also, Freshdesk uses integrated game mechanics to approach support tickets as chances for agents to score points. Support managers can even set up quests for agents to complete specific tasks like filling up the knowledge base, etc. Freshdesk aims to provide its own customers with great support free of cost via email, twitter, or phone.

Freshdesk Features

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A

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

Additional Features

  • Supported: Customizable ticketing, with automations galore
  • Supported: Multi-channel support capabilities: phone, email, chat, Twitter, Facebook, in-app, forums, widgets.
  • Supported: Gamified system with points, leaderboards and quests
  • Supported: Integrations with over 100 business applications

Freshdesk Screenshots

InterfaceSelf ServiceChatReportsHomepage

Freshdesk Video

Freshdesk Overview Video

Freshdesk Integrations

Freshdesk Competitors

Freshdesk Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide

Alternatives

View all alternatives

Frequently Asked Questions

How much does Freshdesk cost?

Freshdesk starts at $15.

What is Freshdesk's best feature?

Reviewers rate Email support highest, with a score of 9.8.

Who uses Freshdesk?

The most common users of Freshdesk are from Small Businesses and the Information Technology & Services industry.

Reviews

(1-19 of 19)
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Score 7 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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.
Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
I am not currently involved with support for Freshdesk but have heard it takes a while for people to get back to you with helpful answers. I know that our managerial team has been slowly looking at other better options for project management software. As I stated in previous questions, we use other platforms that work better.
March 09, 2021

Scalable Ticketing

Score 9 out of 10
Vetted Review
Verified User
Review Source
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Freshdesk support, while not nationally based, has been quick to answer any queries or to assist in the setup/explanation should something not be working the way it should. Usual responses to email inquiries are in 24 hours, while their chat is normally available during business hours (more complex inquiries may require a delay and email response from engineers versus the chat rep)
Score 9 out of 10
Vetted Review
Verified User
Review Source
Support has been very responsive and always provide quick responses. We were impressed with the support we receive during the pre-sale process, implementation and post-sale. The team has a robust knowledge base which we always try and consult first but even when we do and miss something, the support team is so easy to deal with, and you can almost forgive any issues you run across given the superb support.
Jeffery Albertson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Mark Wright MBCS | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
They have a very comprehensive solutions knowledge base and community forum. If you cannot find the specific answer, the support team are knowledgeable and friendly. Just what you would expect from a company supplying Helpdesk software!