--- description: Learn more about Freshdesk. We provide Australian business users the most detailed information on pricing, benefits, and disadvantages of software that will make your choice easier. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: Freshdesk Reviews, Cost & Features | GetApp Australia 2026 --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/287/help-desk-ticketing/software) > [Freshdesk](/software/10317/freshdesk) # Freshdesk Canonical: https://www.getapp.com.au/software/10317/freshdesk Page: 1 / 138\ Next: [Next page](https://www.getapp.com.au/software/10317/freshdesk?page=2) > Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction. > > Verdict: Rated **4.5/5** by 3414 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Key benefits of Freshdesk •Intuitive UI - Setting up an account on Freshdesk and getting familiar with the tool is an effortless experience thanks to the smooth and easy-to-navigate user interface. •Omnichannel capabilities- Stay on top of requests coming in from email, web, phone, chat and social media from a single location and automatically route requests from different channels to the right agents. •Productivity- Freshdesk has been designed to help agents stay at their productive best and comes with powerful automations that reduce repetitive tasks. •Integrations - Do more with Freshdesk by plugging in tools from the Freshdesk marketplace which hosts over 500 apps such as Salesforce, Jira, WordPress, and Shopify. •Round-the-clock support- Freshdesk offers 24\*7 email, phone, and chat support. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 3414 Reviews | | Ease of Use | 4.5/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Freshworks - **Location**: San Mateo, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: USD 19.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: It is available for $0 for 2 agents for 6 months - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese - **Available Countries**: Albania, Algeria, Argentina, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Benin, Bosnia and Herzegovina, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia and 100 more ## Features - AI Copilot - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Analytics - Archiving & Retention - Assignment Management - Automated Responses - Automated Routing - Automatic Call Distribution - CRM - Call Center Management - Call Monitoring - Call Recording - Call Routing - Canned Responses - Case Management ## Integrations (78 total) - Adobe Commerce - Aircall - Ameyo - BigCommerce - Box - CS-Cart Store Builder - Campaign Monitor by Marigold - Capsule - ChargeDesk - Constant Contact - CustomerGauge - Dropbox Business - Easy Insight - Five9 - FluentStream ... and 63 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Help Desk Software](https://www.getapp.com.au/directory/287/help-desk-ticketing/software) ## Related Categories - [Customer Service Software](https://www.getapp.com.au/directory/231/customer-service/software) - [Knowledge Management Systems](https://www.getapp.com.au/directory/257/knowledge-management/software) - [Call Centre Software](https://www.getapp.com.au/directory/275/call-center/software) - [Help Desk Software](https://www.getapp.com.au/directory/287/help-desk-ticketing/software) - [Issue Tracking Software](https://www.getapp.com.au/directory/580/issue-tracking/software) ## Alternatives 1. [Zendesk Suite](https://www.getapp.com.au/software/9448/zendesk) — 4.4/5 (4079 reviews) 2. [LiveAgent](https://www.getapp.com.au/software/91301/liveagent) — 4.7/5 (1779 reviews) 3. [Zoho Desk](https://www.getapp.com.au/software/10036/zoho-desk) — 4.5/5 (2212 reviews) 4. [Freshservice](https://www.getapp.com.au/software/91351/freshservice) — 4.5/5 (695 reviews) 5. [LiveChat](https://www.getapp.com.au/software/8385/livechat) — 4.6/5 (1721 reviews) ## Reviews ### "Freshdesk is easy to use for help desk needs" — 5.0/5 > **Glen** | *24 July 2025* | Religious Institutions | Recommendation rating: 8.0/10 > > **Pros**: Setting up a freshdesk is incredibly easy. We just create a mailbox for our Org and have our Staff email it with their ticket needs, and Freshdesk turns those emails into tickets we can track. > > **Cons**: If you want more than two Agent accounts to respond to tickets with, or you want to have more than one helpdesk for more departments, you have to buy a paid subscription. Everyone's got to make money so I understand, but it is a pain point for us. > > I've been a user for about 5 years and love it. The system is very easy to understand, comment in, email the requestors via. We currently use the Free tier. ----- ### "The Omnichannel Tool You'll Need" — 4.0/5 > **Trent** | *23 June 2025* | Telecommunications | Recommendation rating: 7.0/10 > > **Pros**: Freshdesk was very customizable. It allowed you to set up as needed based on your line of business. For us, we had a centralized mailbox going into the ticketing system, generating tickets per email we received. > > **Cons**: The reports and automations can be somewhat difficult to navigate. We ended up just exporting all of our tickets every month and creating our own reports through Power query in Excel. > > Freshdesk had all of the pieces we needed to run a successful ticketing system and call center. The reporting was pretty complicated to navigate, and left a lot to be desired. ----- ### "Basic functionality but lacks modern features and integration flexibility" — 3.0/5 > **Pedro** | *14 November 2025* | Marketing & Advertising | Recommendation rating: 5.0/10 > > **Pros**: The interface is relatively straightforward to navigate, and the ticket management system covers basic helpdesk functionalities. The email ticketing works reliably for standard support requests. > > **Cons**: Freshdesk has failed to modernize with the times and lacks meaningful AI capabilities that competitors now offer. The integrations are clunky and limited, making it difficult to connect with other tools in our stack. The platform feels dated compared to newer alternatives. > > Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs adequately, the absence of modern AI features and the limited, clunky integration options make it challenging to build an efficient workflow. For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations. ----- ### "Streamlining Customers Assistance and Request from Freshdesk" — 5.0/5 > **Graziana** | *15 January 2026* | Retail | Recommendation rating: 10.0/10 > > **Pros**: Freshdesk has a friendly and knowledgeable ticketing system that easily organize and respond to all clients issues I like the multi channel nature or support that Freshdesk has, which brings all communication together Freshdesk has a supportive collaboration tool, something that improves teamwork > > **Cons**: I don’t like the price concept from Freshdesk, where some higher tiers needs more money The tool faces some page loads, more so when there is some big traffic > > Freshdesk is completely intentional in managing and centralizing customer support The program has effectively managed tickets, which speeds the response time to customers Freshdesk has an outstanding self service support, which gives immediate answers to customers ----- ### "Freshdesk, the best CSM tool to use" — 5.0/5 > **Andrew** | *20 June 2025* | Electrical/Electronic Manufacturing | Recommendation rating: 9.0/10 > > **Pros**: Freshdesk has continued to evolve and progress over the years staying current with new features and options that make productivity and customer satisfaction very efficient. Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around\! > > **Cons**: Since we started using Freshdesk we really only had one or two hiccups. Each time, their support team was able to assist and guide us to get everything resolved in a timely manner. The hiccups were in our early integration of using the software and did interrupt our workflow for a day or two. It was during a slow period where customer traffic wasn't too high, but if it was during one of our more busier seasons, it could of been problematic. > > We love Freshdesk and all things Freshworks. We are a smaller company where it doesn't make sense to spend 10s of thousands of dollars on a CSM system like the bigger name companies. Freshdesk has been amazing for us and we have used them for 6+ years. We couldn't be more happier. ----- Page: 1 / 138\ Next: [Next page](https://www.getapp.com.au/software/10317/freshdesk?page=2) ## Links - [View on GetApp](https://www.getapp.com.au/software/10317/freshdesk) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-CL | | | es-CO | | | es-MX | | | fr | | | fr-BE | | | fr-CA | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data