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, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011
  • 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$18.00/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$18.00/month.

Pricing plans get a free trial

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011
  • 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 - Self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base
View 6 more
Freshdesk video
Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - Self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base

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
  • Cataloging/Categorization
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Contact Management
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Discussions / Forums
  • Dispatch Management
  • Electronic Signature
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Full Text Search
  • 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
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 2 weeks ago New

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.

Ondřej
Customer service manager in Czechia
Hospitality, 2-10 Employees
Used the Software for: 1+ year
Reviewer Source

Great product, bad customer support

4.0 2 months ago New

Comments: It's quite expensive for small teams which needs advanced features, but in comparison with alternatives, the price is OK. We use it for more than 2 years and it made our work easier.

Pros:

Freshdesk offers a broad list of features you can use in your day-to-day work and is really powerfull tool for your customer service team.

Cons:

Definitely the Customer support of the product. Sometimes it works OK, but sometimes you really wait more than you should to get help with easy to solve problems.

Alternatives Considered: Daktela and Zendesk

Reasons for Choosing Freshdesk: Podio is not really made for customer support teams. We wanted some professional, easy-to-use tool.

Switched From: Podio

Reasons for Switching to Freshdesk: Price, features, contact center

jaime
Manager in US
Financial Services, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source

Keep track of prios and tasks using freshdesk

3.0 last month New

Pros:

The software is easy to use and a great way to keep track of internal team priorities and tasks.

Cons:

The search feature left a lot to be desired.

Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent customer support ticket system

4.0 2 months ago

Comments: Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Pros:

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Cons:

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Andrew
IT Specalist in US
Education Management, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source

Good Ticketing System for Small IT Department

4.0 last month New

Comments: For our small IT department, FreshDesk is a cost-effective ticket solution that works well with our existing IT systems and allows us to keep a mostly-internal knowledge base up to date easily.

Pros:

I really appreciate the fact that FreshDesk allows you to copy other users on return emails; it allows me to use the email system inside FreshDesk and keep things connected to a ticket while allowing other users to just see updates in their normal inboxes.

Cons:

A few defaults (like having to have a defined area for a ticket) are annoying but not burdensome.