Freshdesk

Who Uses Freshdesk?

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

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 40,000 customers, including Bridgestone, HP, Harvard University, and DHL.

Freshdesk Details

Freshworks

https://www.freshworks.com

Founded 2011

Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - Self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Team dashboards
Freshdesk video
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Freshdesk Software - Omnichannel ticket list - thumbnail
Freshdesk Software - Automation rules - thumbnail
Freshdesk Software - Self-service portal - thumbnail
Freshdesk Software - SLA management - thumbnail
Freshdesk Software - Team dashboards - thumbnail

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Starting price

US$19.00/month
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US$15.00/month

Free Version

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Free Trial

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Freshdesk deployment and support

Support

  • Email/Help Desk
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  • Knowledge Base Software
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

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

Training Software

  • Live Online
  • Webinars
  • Documentation
  • Videos

Freshdesk Features

  • API
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Freshdesk Reviews

Read all reviews

Overall rating

4.5/5

Average score

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

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Share your experiences with other software buyers.

Write a Review!
Juan pablo A.
Installed Base Manager
Management Consulting, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 03/12/2019

"Great ticket management software"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 03/12/2019
Omnia H.
Customer Service Lead
Leisure, Travel & Tourism, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 26/05/2021

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

Comments: 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

  • Reviewer Source 
  • Reviewed on 26/05/2021
Verified Reviewer
Head of Customer Service
Computer Software, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    3 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    3 /5
  • Customer Support Software
    2 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 11/06/2021

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

Comments: 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.

  • Reviewer Source 
  • Reviewed on 11/06/2021
Verified Reviewer
Senior Systems Engineer
Computer Software, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support Software
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 05/04/2021

"Good Customer Support Platform"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 05/04/2021
Gina S.
Customer Success Manager
Computer Software, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 01/06/2021

"How my Support Agents are Superhero's!"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 01/06/2021