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 …
Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employees
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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 …
Verified User
Technician in Information Technology
Information Technology & Services Company, 11-50 employees
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Reviewer Pros & Cons

View all pros & cons
Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employees
Mick Lynam | TrustRadius Reviewer
Mick Lynam
Director Project & Service Delivery
PM Group (Architecture & Planning, 1001-5000 employees)

Pricing

View all pricing

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 and Ratings

(240)

Ratings

Likelihood to Recommend (66)

8.5
85%

Likelihood to Renew (4)

10.0
100%

Usability (18)

8.7
87%

Support Rating (21)

9.0
90%

Implementation Rating (2)

10.0
100%

Reviews

(1-19 of 19)
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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
Review Source

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
Review Source

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
Review Source

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
Review Source

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.
March 06, 2021

Good for Small Businesses, but Better Software is out there.

Morganne McIntyre | TrustRadius Reviewer
Morganne McIntyre
Account Relationship Specialist
The Post and Courier (Marketing & Advertising, 51-200 employees)
Score 6 out of 10
Vetted Review
Verified User
Review Source

Support Rating

5
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

Verified User
Technician in Information Technology
Information Technology & Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
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.
March 08, 2021

Fresh ticket management for your reps and their desks!

Verified User
Manager in Information Technology
Industrial Automation Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
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)
March 08, 2021

Greatest value on the market for features, easy of use and reliability!

Verified User
Director in Customer Service
Marketing and Advertising Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
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.
November 20, 2018

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 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
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.
September 19, 2014

Freshdesk – the all-in-one support centre.

Mark Wright MBCS | TrustRadius Reviewer
Mark Wright MBCS
IT Support Manager, UK & Ireland
Innovative Software 360 Ltd (Information Technology and Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
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!