Freshdesk

Online helpdesk system and customer service software

4.5 /5 (2202 reviews) Write a Review!

Freshdesk Overview

What is 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.

Freshdesk Overview

Cost

Starting from
USD 19.00/month

Pricing options

Free Trial
Free
Subscription
Value for money

Freshdesk is priced per support agent per month, and has 5 different plans.

Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly


Freshdesk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 4 others, India, Japan, Germany, Brazil
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 20 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Thai

Media

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

Freshdesk Reviews

Freshdesk Reviews

Overall rating
4.5
/
5
Excellent
1311

Very good
749

Average
111

Poor
20

Terrible
11

Value for Money
4.4
Features
4.3
Ease of Use
4.5
Customer Support
4.6
94% recommended this app
Neal J.

Very solid help desk software

I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.


Anthony C.

Good Software, Bad Marketing. Bait-and-Switch (beware)

While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.

As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.


Sean Y.

You're on your own


Stacy H.

Always there for me when I need them...

The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.


Thabo M.

TMI-SSP (PTY) LTD

Wonderful, I really like their 24hrs support system


Neal J.
Industry: Computer & Network Security
Company size: 2-10 Employees

Very solid help desk software

Used Daily for 6-12 months
Reviewed on 05/12/2019
Review Source: Capterra

I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.

Pros

I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Cons

Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Anthony C.
Industry: Design
Company size: 51-200 Employees

Good Software, Bad Marketing. Bait-and-Switch (beware)

Used Daily for 1-5 months
Reviewed on 18/08/2020
Review Source: Capterra

While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.

As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

Pros

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Cons

Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Sean Y.
Industry: Architecture & Planning
Company size: 11-50 Employees

You're on your own

Used Daily for 2+ years
Reviewed on 23/11/2019
Review Source: Capterra

Pros

The platform is relatively user friendly and has a sufficient number of features to work well.

Cons

Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.

Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.

Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 1.0/10

Stacy H.
Industry: Retail
Company size: 2-10 Employees

Always there for me when I need them...

Used Daily for 1+ year
Reviewed on 17/09/2020
Review Source: Capterra

The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.

Pros

I did not come from a technical background, but setting up and deploying this software for all team members was a breeze!

Cons

It might actually have TOO many options, but that isn't really a bad thing.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Thabo M.
Industry: Mining & Metals
Company size: 2-10 Employees

TMI-SSP (PTY) LTD

Used Daily for 2+ years
Reviewed on 16/01/2020
Review Source: Capterra

Wonderful, I really like their 24hrs support system

Pros

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.

We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Cons

Ease of business
Friendly Interface
Work Anywhere (App or Web)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.7/10
Based on 2,202 user ratings
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Freshdesk Pricing

Freshdesk Pricing

Starting from
USD 19.00/month
Free Trial
Free
Subscription
Value for money

Freshdesk is priced per support agent per month, and has 5 different plans.

Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly

Freshdesk is priced per support agent per month, and has 5 different plans.

Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly

Value for Money
4.4/5
Based on 2,202 user ratings
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Freshdesk Features

Freshdesk Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Database
Contact Management
Custom Fields
Customer Database
Customisable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4.3/5
Based on 2,202 user ratings
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Categories

Additional information for Freshdesk

Additional information for Freshdesk

Key features of Freshdesk

  • Activity log
  • Agent & group performance reports
  • Agent collision detection
  • Automatic email notifications
  • Automatic, skill based & load balanced ticket assignment
  • Business rules management through SLAs
  • Canned responses
  • Community forums
  • Community portal
  • Custom contact & company fields
  • Custom ticket statuses
  • Customer self service portal
  • Customizable agent roles
  • Customizable ticket forms
  • Embeddable help widget
  • Event-triggered workflow automations
  • Facebook & Twitter channels
  • Filtered search
  • Insights & powerful reports
  • Integrated game mechanics
  • Integration with Google Apps, Salesforce, SugarCRM, and more
  • Linked tickets
  • Live chat channel
  • Multiproduct support
  • Portal customization
  • Role-based dashboards
  • SLA reminders
  • Scenario automation
  • Scheduled reports
  • Single Sign On (SSO)
  • Smart automations
  • Surveys to measure customer satisfaction
  • Tags for tickets, solutions and contacts
  • Ticket export

Benefits

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.

Freshdesk FAQs

Freshdesk FAQs

Below are some frequently asked questions for Freshdesk.

Q. What type of pricing plans does Freshdesk offer?

Freshdesk offers the following pricing plans:

Starting from: USD 19.00/month

Pricing model: Free, Subscription

Free Trial: Available

Freshdesk is priced per support agent per month, and has 5 different plans. Sprout - $0 (unlimited free agents) Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly Garden - $45/agent/month billed monthly or $35/agent/month billed yearly Estate - $69/agent/month billed monthly or $49/agent/month billed yearly Forest - $125/agent/month billed monthly or $99/agent/month billed yearly

Q. What are the main features of Freshdesk?

Freshdesk offers the following features:

  • Activity log
  • Agent & group performance reports
  • Agent collision detection
  • Automatic email notifications
  • Automatic, skill based & load balanced ticket assignment
  • Business rules management through SLAs
  • Canned responses
  • Community forums
  • Community portal
  • Custom contact & company fields
  • Custom ticket statuses
  • Customer self service portal
  • Customizable agent roles
  • Customizable ticket forms
  • Embeddable help widget
  • Event-triggered workflow automations
  • Facebook & Twitter channels
  • Filtered search
  • Insights & powerful reports
  • Integrated game mechanics
  • Integration with Google Apps, Salesforce, SugarCRM, and more
  • Linked tickets
  • Live chat channel
  • Multiproduct support
  • Portal customization
  • Role-based dashboards
  • SLA reminders
  • Scenario automation
  • Scheduled reports
  • Single Sign On (SSO)
  • Smart automations
  • Surveys to measure customer satisfaction
  • Tags for tickets, solutions and contacts
  • Ticket export

Q. Who are the typical users of Freshdesk?

Freshdesk has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

Q. What languages does Freshdesk support?

Freshdesk supports the following languages:

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

Q. What type of pricing plans does Freshdesk offer?

Freshdesk has the following pricing plans:

Free, Subscription

Q. Does Freshdesk support mobile devices?

Freshdesk supports the following devices:

Android, iPhone, iPad

Q. What other apps does Freshdesk integrate with?

Freshdesk integrates with the following applications:

Bitium, Constant Contact, HelpOnClick Live Chat Software, Instapage, Nimble, Olark, Pipeliner CRM, SeamlessGov, WorkflowMax, Zapier

Q. What level of support does Freshdesk offer?

Freshdesk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials