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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 60,000 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-based
On-premise

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshdesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, Argentina, Aruba, Australia and 115 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others

Freshdesk pricing

Starting Price:

US$15.00/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$15.00/month.

Pricing plans get a free trial

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshdesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, Argentina, Aruba, Australia and 115 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 - SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard
View 6 more
Freshdesk video
Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard

Features of Freshdesk

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Automated Routing
  • CRM Software
  • Call Center Management
  • Call Recording Software
  • Call Routing
  • Call Tracking Software
  • Catalog Management Software
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Management Software
  • Content Management System (CMS) Software
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Dashboard Software
  • Discussions/Forums
  • Email Management Software
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Full Text Search
  • IT Asset Management Software
  • IVR Software
  • Inbox Management
  • Incident Management Software
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • Prioritization
  • Problem Management
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-time Consumer-facing Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Screen Sharing Software
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management Software
  • Text Editing
  • Third-Party Integrations
  • Workflow Management Software

Freshdesk Alternatives

Gives you out-of-the-box processes for incident management, self service, and inventory tracking for your help desk.
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial. Learn more about LiveAgent
One app to manage all your customer service channels: live chat, email, social media. Gorgias is a help desk designed for SHOPIFY.
Front’s powerful customer service platform makes five-star service attainable for 9,000 businesses like yours.
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
Verloop.io automates customer support effortlessly, enabling brands to deliver delightful CX with advanced conversational AI
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers.
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.

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
Saskia
Saskia
Senior Director Sales Marketing in US
Verified LinkedIn User
Restaurants, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Convenient and reasonably priced

5.0 last year

Comments: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.

Pros:

We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.

Cons:

There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.

Kendall
Kendall
Human Resources Executive in US
Verified LinkedIn User
Hospitality, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Improve Your Customer Service Using Freshdesk

4.0 last year

Comments: One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.

Pros:

Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.

Cons:

Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.

Kandra
Reviewer in US
Computer Software, Self Employed
Used the Software for: 1+ year
Reviewer Source

Freshdesk

5.0 2 months ago New

Comments: Freshdesk is a cloud-based client care programming that assists organizations with offering easy support across each client touchpoint. Freshdesk enables organizations to screen client discussions across email, telephone, visit, web-based entertainment and texting, further develop specialist efficiency with savvy robotizations, convey self-administration encounters with simulated intelligence chatbots and marked help communities, and screen key execution measurements with strong examination.

Pros:

Extremely valuable for client assistance specialists. With the assistance of Freshdesk, I had the option to offer extraordinary client support to the clients who gave us great organization appraisals.

Cons:

Very good quality logical elements just in beta variant

Jeff
CEO in Canada
Design, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

3.0 4 years ago

Comments: Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Pros:

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING. To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period. If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe. If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Cons:

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"? Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Anthony
Owner in US
Design, Self Employed
Used the Software for: 1-5 months
Reviewer Source

Fresh or Foul? Let's Dig In

4.0 2 months ago

Comments: Overall, Freshdesk is a solid or "fresh" choice for small to mid-sized businesses needing an intuitive, feature-rich helpdesk solution. Its strengths lie in ease of use, automation, and multi-channel support, though more complex needs may require upgrades or consideration of alternative platforms.

Pros:

The platform offers a robust ticketing system that consolidates customer queries from various channels like email, phone, chat, social media, and websites. Automation is another strength, allowing repetitive tasks to be streamlined, ticket categorization to be handled automatically, and issues to be prioritized efficiently. The pricing scale is sort of standard in terms of what other companies also offer.

Cons:

Reporting and analytics are limited in the lower-tier plans, and accessing more detailed insights requires upgrading to a more expensive plan. While the platform is generally easy to use, setting up advanced features and automations can be complicated, especially for beginners such as myself. Also Freshdesk’s support team is rather slow compared to other companies.

Alternatives Considered: Zendesk Suite

Reasons for Switching to Freshdesk: Pricing for Zendesk was just outright confusing.