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What Is Freshdesk?

Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat, and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University, and DHL.

Who Uses Freshdesk?

Businesses of all sizes across the world trust Freshdesk to provide remarkable customer service.

Where can Freshdesk be deployed?

Cloud-based
On-premise

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshdesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, Aruba, Australia, Austria and 110 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others

Freshdesk pricing

Starting Price:

US$15.00/month
  • Yes, has free trial
  • Yes, has free version

Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$15.00/month.

Pricing plans get a free trial

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshdesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, Aruba, Australia, Austria and 110 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others

Freshdesk videos and images

Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard
View 6 more
Freshdesk video
Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard

Features of Freshdesk

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Cataloging/Categorization
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Contact Management
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Discussions / Forums
  • Dispatch Management
  • Electronic Signature
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Startups
  • Full Text Search
  • IVR / Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • On-Demand Recording
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Planning/Scheduling
  • Queue Management
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Routing
  • Scheduling
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Web-based Deployment
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

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Reviews of Freshdesk

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.5
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
58%
4
35%
3
5%
2
1%
1
1%
Write a Review! Read all 2,679 reviews
Joe
Joe
IT Director in Canada
Verified LinkedIn User
Retail, 201-500 Employees
Used the Software for: 1-5 months
Reviewer Source

Cheaper and helpful

5.0 last month New

Comments: very good experience with sales people, with their support team and they follow up with you to make sure all is functional.

Pros:

very nice ticketing system, easy to use, easy to implement, easy to setup and very cheap comparing to others. very good for retail businesses. their support is A+

Cons:

is made for SMB and not very competitive for large companies and to move for a more professional one they redirect you to another product for same vendor.

Alternatives Considered: Remedyforce and Zendesk Suite

Reasons for Choosing Freshdesk: for IT support and helpdesk purposes jira is not made for that

Switched From: Jira

Reasons for Switching to Freshdesk: the cheapest and do the job for an smb

Jose J
Jose J
CTO in US
Verified LinkedIn User
Market Research, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

Great Support and Customer Experience System

5.0 last month New

Comments: So far, we had a great experience using Freshdesk for our clients' incidents and support requests.

Pros:

The thing that we like the most in Freshdesk, is the extensive and customizable options to manage client tickets, incidents, and synchronization with Freshsales.

Cons:

The onboarding required that Freshdesk support team setup many features related to our new accounts. It took a couple of days before we could use Freshdesk in full. I believe the onboarding process could be simple.

Alternatives Considered: Zoho Desk

Reasons for Switching to Freshdesk: Freshworks and Freshdesk customer support. I feel confident with Freshdesk support team.

Verified Reviewer
User Testing in India
Verified LinkedIn User
Information Technology & Services, Self Employed
Used the Software for: Free Trial
Reviewer Source

Customer support software

3.0 4 weeks ago New

Pros:

Freshdesk is customer-friendly software. Freshdesk has more features like call monitoring, call routing, content creation, task management, real-time chat...etc. It provides data encryption methods like AES-256 bit standards.

Cons:

The Premium version has more features and functionalities.

Daisy
Daisy
Integration Partner Manager in Belgium
Verified LinkedIn User
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

All-in-one solution and gradually extendible

5.0 4 months ago

Pros:

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Cons:

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Shane
Director in UK
Retail, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

eCommerce Businesses Recommended

5.0 2 months ago New

Comments: Extremely good, straight forward, easy to set-up and use2

Pros:

It is affordable, and easy to use. Has multiple integrations with marketplaces and Shopify - you can go straight into the order from Freshdesk.

Cons:

Sometimes the dashboard does not load, it is just a grey screen. The fact you cannot amend signatures actually depending on the email address you are replying - for example different brands etc

Alternatives Considered: Zendesk Suite

Reasons for Switching to Freshdesk: The affordability aspect, and the amount of integrations

Read all 2,679 reviews

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