About Freshdesk

Freshdesk is a SaaS-based customer support software that offers everything businesses need to deliver great customer service including omnichannel capabilities, automated ticket routing, in-depth reporting, self-service options, SLA management, and much more.

Freshdesk unifies requests coming in across email, phone, web, chat and social, and helps your team stay on top of all conversations within a single view. It also delivers a seamless user experience to agents and helps them stay at their productive best.

Unlike other products in the industry that come with steep pricing tiers and hidden costs, Freshdesk is priced affordably and has a free forever plan with unlimited agent seats.

Pricing starting from:

USD 19.00/month

  • Free Trial
  • Free Version
  • Subscription

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.

Improved productivity - Freshdesk has been designed to help agents stay at their productive best and comes with powerful automations that reduce repetitive tasks.

Increased capabilities - 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.

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, Germany and 4 others, United Kingdom, India, Japan, United States

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Pricing starting from:

USD 19.00/month

  • Free Trial
  • Free Version
  • Subscription

Images

Freshdesk Software - Customer conversations from across channels
Freshdesk Software - Automation rules
Freshdesk Software - Collaboration from within the ticket
Freshdesk Software - Self-service portal
Freshdesk Software - Multilingual self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Team dashboard
Freshdesk Software - Omnichannel ticketing
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Freshdesk video
Freshdesk Software - Customer conversations from across channels Freshdesk Software - Automation rules Freshdesk Software - Collaboration from within the ticket Freshdesk Software - Self-service portal Freshdesk Software - Multilingual self-service portal Freshdesk Software - SLA management Freshdesk Software - Team dashboard Freshdesk Software - Omnichannel ticketing

Features

Total features of Freshdesk: 128

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Automatic Lead Distribution
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloguing/Categorisation
  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Complaint Management
  • Conferencing
  • Contact Database
  • Content Creation
  • Content Management
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support Systems
  • Discussions / Forums
  • Dispatch Management
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • IT Asset Management
  • IVR / Voice Recognition
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Leave Tracking
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Monitoring
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Assignment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Time Clock
  • Timer
  • URL Customization
  • Virtual Assistant
  • Website Integration
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Alternatives

Zoho Desk

4.5
#1 Alternative to Freshdesk
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Zendesk

4.3
#2 Alternative to Freshdesk
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

LiveAgent

4.7
#3 Alternative to Freshdesk
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Salesforce Service Cloud

4.4
#4 Alternative to Freshdesk
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

Reviews

Overall rating

4.5 /5
(2,334)
Value for Money
4.4/5
Features
4.3/5
Ease of Use
4.5/5
Customer Support
4.5/5

Already have Freshdesk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 2,334
Juan pablo A.
Overall rating
  • Industry: Management Consulting
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great ticket management software

Reviewed on 03/12/2019

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket...

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pros

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Cons

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Omnia H.
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

With Freshdesk you can manage all your support channels in one place!

Reviewed on 26/05/2021

It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with...

It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans

Pros

What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response

Cons

It's only 3 cons:

1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages

2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost

3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Good helpdesk tool that needs better integration between its own Freshworks suite.

Reviewed on 11/06/2021

We can manage support requests much better with Freshdesk, and it has helped reduce response times...

We can manage support requests much better with Freshdesk, and it has helped reduce response times and support quality as a result of that.

Nevertheless, their support and the lack of a single widget for Freshchat and Freshdesk is not great.

Pros

The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations.

Cons

Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients.

Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Good Customer Support Platform

Reviewed on 05/04/2021

Overall a positive experience with FreshDesk. The product was fairly easy to implement since we...

Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.

Pros

FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas

Cons

We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.

Gina S.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

How my Support Agents are Superhero's!

Reviewed on 01/06/2021

Without Freshdesk we would have to provide support totally through email. With multiple agents in...

Without Freshdesk we would have to provide support totally through email. With multiple agents in different time zones it would be a nightmare not to have a ticketing system. Please we can keep track with unresolved issues so our customer's can rest assured we have not forgotten about them.

Pros

Freshdesk is full of features and functionality that is super easy to implement and use. My company provides support for over 55,000 users worldwide. We have Agents across the globe and are able to quickly resolve customer problems, collaborate with the team experts and give our users quick access to self-help with our packed knowledge base full of solutions.

Cons

Only quirky thing is on our customer satisfaction surveys, it doesn't always show the exact person who gave the response when multiple customers are involved in a support ticket. I've made the request to Freshdesk and they have it for future consideration, which is completely understandable as I also work in software support.

Showing 5 reviews of 2,334 Read all reviews

Freshdesk FAQs

Below are some frequently asked questions for Freshdesk.

Freshdesk offers the following pricing plans:

  • Starting from: USD 19.00/month
  • Pricing model: Per Feature
  • Free Trial: Available

Freshdesk has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Freshdesk supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Freshdesk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Freshdesk integrates with the following applications:

Aircall, Ameyo, BILLIVING, Batchbook, BigCommerce, Box, CS-Cart, Campaign Monitor, Capsule, ChargeDesk, CollabSpot, Constant Contact, CustomerGauge, Dropbox Business, Easy Insight, Facebook, Five9, FluentStream, FreshBooks, Freshworks CRM, GitHub, Gmail, Google Analytics, Google Calendar, Google Contacts, Google Drive, Google Workspace, Harvest, HelpOnClick Help Desk Software, Highrise, HipChat, HubSpot Marketing Hub, Hubstaff, Insightly, Jira, Keap, Klips, Localize, LogMeIn Rescue, Magento Commerce, Mailchimp, Nimble, Olark, OneDrive, OneLogin, OneSky, Pipedrive, Pipeline, Pipeliner CRM, Pivotal Tracker, ProProfs Knowledge Base, QuickBooks Online Advanced, RingCentral Contact Center, SEOshop eCommerce, Salesforce Sales Cloud, Salesforce Service Cloud, Segment, Shopify, Slack, SnapEngage, Solve CRM, SugarCRM, SurveyMonkey, Talkdesk, Time Doctor, Transifex, Twitter, Userlike, WooCommerce, Woopra, WordPress, WorkflowMax, Xero, Zapier, Zoho CRM, elevio, iContact, ilos, iorad

Freshdesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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