--- description: Review of Freshdesk Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Freshdesk | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [Complaint Management Software](/directory/499/complaint-management/software) > [Freshdesk](/software/110247/freshdesk) # Freshdesk Canonical: https://www.softwareadvice.co.nz/software/110247/freshdesk Page: 1 / 138\ Next: [Next page](https://www.softwareadvice.co.nz/software/110247/freshdesk?page=2) > Freshdesk is a cloud-based customer service solution that helps businesses resolve customer queries across every customer touchpoint. Freshdesk enables businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers and monitor key performance metrics with powerful analytics. Additionally, the platform offers powerful analytics and reporting capabilities, allowing businesses to gain valuable insights and make data-driven decisions to optimize their customer service. > > Verdict: Rated **4.5/5** by 3423 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 3423 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**: US$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 & 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 Centre 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 - [Complaint Management Software](https://www.softwareadvice.co.nz/directory/499/complaint-management/software) ## Related Categories - [Customer Service Software](https://www.softwareadvice.co.nz/directory/255/customer-service/software) - [IT Ticketing Systems](https://www.softwareadvice.co.nz/directory/1630/it-ticketing/software) - [Complaint Management Software](https://www.softwareadvice.co.nz/directory/499/complaint-management/software) - [Customer Engagement Software](https://www.softwareadvice.co.nz/directory/508/customer-engagement/software) - [Call Monitoring Software](https://www.softwareadvice.co.nz/directory/1811/monitoring/software) ## Alternatives 1. [Zendesk Suite](https://www.softwareadvice.co.nz/software/26892/zendesk-talk) — 4.4/5 (4079 reviews) 2. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1781 reviews) 3. [Zoho Desk](https://www.softwareadvice.co.nz/software/393877/zoho-desk) — 4.5/5 (2212 reviews) 4. [Freshservice](https://www.softwareadvice.co.nz/software/436317/freshservice) — 4.5/5 (710 reviews) 5. [LiveChat](https://www.softwareadvice.co.nz/software/27068/livechat) — 4.6/5 (1723 reviews) ## Reviews ### "A solid and scalable customer support platform" — 5.0/5 > **Arnaud** | *14 May 2026* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: Freshdesk's ticketing system is well-designed and easy to navigate. Automated workflows, canned responses, and SLA management significantly reduce response times. The multi-channel support — covering email, chat, phone, and social — all in one place is a major advantage for customer support teams. > > **Cons**: The reporting and analytics features can feel limited on lower-tier plans. The interface can occasionally feel cluttered when managing a high volume of tickets. Some integrations and advanced automation rules require the more expensive plans, which may not be accessible for smaller teams. > > Freshdesk has grown into a solid customer support platform. The addition of Freddy AI for smart ticket suggestions and automated responses has noticeably improved team efficiency. It works well for both small support teams and larger operations. Setup is relatively straightforward, and the support documentation is thorough. ----- ### "Happy Fresdesking" — 4.0/5 > **Silvester** | *13 March 2026* | Health, Wellness & Fitness | Recommendation rating: 8.0/10 > > **Pros**: The best part about Freshdesk is that there is no size limit, that was one of the primary reason to go with Freshdesk also its features and ease of usage is like a cherry on the top. > > **Cons**: While Freshdesk covers most of the things however as per the needs of the client i think there should be options to make changes or to amend or add things. > > The experience had been great however i would appreciate if there is a single person who is allocated to help me with my queries as everytime i get in touch with Freshdesk for any help, I get routed to a new person. Having one dedicated person will give that personal touch to your product. ----- ### "Improvement on automation and reporting" — 4.0/5 > **Osman** | *27 March 2026* | E-Learning | Recommendation rating: 5.0/10 > > **Pros**: Improved in a good way specially in the automations and their reporting, helping our team to manage more efficiently > > **Cons**: with these new changes their pricing was the thing that we don't like as much - but overall the features are worth it > > It has improved to be a more scalable tool that can help any company with their customer support and have good visibility ----- ### "You'll only get to know about freshdesk when you'll try to cancel subscription." — 1.0/5 > **Verified Reviewer** | *5 August 2025* | Leisure, Travel & Tourism | Recommendation rating: 0.0/10 > > **Pros**: It does what it is supposed to, with no complaints about its functionality. Freshdesk's own customer service is below average. > > **Cons**: Try cancelling the subscription and you'll see how limited Freshdesk's service is. It’s incredibly hard to cancel; they've been charging us for the last two months even though we’ve cancelled our subscription three times from our admin interface. > > Pathetic. They are only interested in getting money from you and don't care about you. We were with them for 5 years, and when we tried cancelling, it was an incredibly difficult process. Don't try this if you're not sure it fits your business requirements. ----- ### "Fantastic ticketing system" — 5.0/5 > **Riccardo** | *16 March 2026* | Automotive | Recommendation rating: 9.0/10 > > **Pros**: Freshdesk offers an excellent balance of affordability and functionality, making it a strong choice for teams looking to optimize their support operations without overspending. Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can adapt to different business needs. Additionally, Freshdesk provides robust and well-documented APIs, which make it easy for developers to extend capabilities and build tailored solutions. > > **Cons**: While Freshdesk is a solid platform overall, its reporting features still feel somewhat limited, especially for teams that rely heavily on advanced analytics. Another drawback is the inability to set pauses within working hours, which can be inconvenient for support teams that operate with more complex schedules. ----- Page: 1 / 138\ Next: [Next page](https://www.softwareadvice.co.nz/software/110247/freshdesk?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/110247/freshdesk) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data