About Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers 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.
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Freshdesk Software - Freshdesk omnichannel ticketing
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Freshdesk pricing

Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$15.00/month.

Starting Price:
US$15.00/month See pricing details
Free Version:
Yes
Free trial:
Yes

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Freshdesk Reviews

Overall rating

4.5
Write a Review!

Feature rating

Value for Money
4.4
Functionality
4.3
Ease of Use
4.5
Customer Support
4.5
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All Freshdesk Reviews

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3,350 reviews
Kelly
Kelly
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

4.0
Reviewed on 11/11/2023

The FreshDesk ticketing system is quite efficient

Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.

Pros

Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.

Cons

The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.

Arpad
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 22/10/2024

Comprehensive and User-Friendly Helpdesk Solution

Overall, my experience with Freshdesk has been positive. It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries. The tool's multi-channel support and automation capabilities help reduce response times and ensure that customers get timely help. While there are some limitations regarding pricing and advanced reporting, it’s a solid choice for businesses that need a reliable, easy-to-use, online customer support platform.

Pros

Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.

Cons

One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.

Adam
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
3
Features
2
Ease of Use
4
Customer Support
3

3.0
Reviewed on 14/10/2024

Freshdesk is a perfectly acceptable ticketing system

Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be added with ease, but at its heart, its limited, with poor filtering, updating and notifying capabilities

Pros

Interface resizes nicely for screen sharing

Cons

Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

5.0
Reviewed on 13/09/2024

Thums up Freshdesk- overall great experience with freshdesk.

Great over all experience with Freshdesk we 55 engineers are working on it, we are very well satisfied Freshdesk.

Pros

Wonderful Product to manage your staff bandwidth. also easy to manage and use.

Cons

GUI of this product, Freshdesk can better with it.

Chris
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 5/11/2024

Great support ticketing platform and great value

We've been using Freshdesk for 7+ years. We had explored other ticketing platforms but landed on Freshdesk for a balance of cost + features.

Pros

Robust support ticketing platform at a very competitive price. My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way.

Cons

There's nothing I don't like about Freshdesk. I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why.

Alternatives Considered

Teamwork Desk and HubSpot Service Hub

Reasons for Switching to Freshdesk

The free plan at Freshdesk is robust enough for our needs, and it's very user-friendly.
Frank
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4.0
Reviewed on 22/10/2024

Freshdesk opinion

We used it for several years before eventually moving on, but to be honest, the Helpdesk side of things was very wasy to use

Pros

It has a very nice UI, which greatly helps in navigating and prioritises ease of use.

Cons

We had some problems with Account security, but the team offered great support to resolve the issues.

Alternatives Considered

Naverisk and Autotask PSA

Reasons for Switching to Freshdesk

Ease of use and only required a Helpdesk for Ticketing management
Jack
  • Industry: Primary/Secondary Education
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
3
Ease of Use
5
Customer Support
5

5.0
Reviewed on 10/10/2024

Simple and easy

Pros

It's very easy to use and get set up. It's massively improved our productivity.

Cons

Sometimes there's something you'd like to do that you'd think would be easy but turns out to not be possible. Sometimes the Freshdesk can be too simple.

Syed
  • Industry: Transportation/Trucking/Railroad
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5.0
Reviewed on 15/10/2024

Freshdesk Review

overall a wonderful tool in great price , can be a good combination if used alongwith freshsales CRM

Pros

comprehensive tool for record tickets, manage all team members at one place, customize escalation mechanism, very nice and informative dashboards showing leaders who are solving most tickets

Cons

making report bit complicated and required tech knowledge

Alternatives Considered

Odoo

Reasons for Switching to Freshdesk

already used in corporate as IT helpdesk Tool, odoo was more expensive
  • Industry: Furniture
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 7/11/2024

Great Ticket Management Tool for Customer Support

Pros

Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs. Very stable product with great customer support.

Cons

Pricing is a bit on the higher end and the way Automations can be created and implemented in Freshdesk is not very good when compared to other tools.

Alternatives Considered

LeadSquared

Reasons for Switching to Freshdesk

Much more trusted and stable software. Easy to use with a wide variety of features.
Stefano
  • Industry: Business Supplies & Equipment
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4.0
Reviewed on 10/11/2024

A powerful and easy to use help desk platform, with good reporting features

After several months of using Freshdesk I can confirm that it's a powerful and user-friendly solution for ticketing and customer support. Entry-level plans are affordable but costs can grew quickly in higher-tier plans, if you need advanced features like custom reporting and better automations.

Pros

Good reporting features, intuitive user interface and easy setup.

Cons

Occasionally when generating large reports it could lag or freeze. Automations are good but somewhat basic compared to other platforms.

Alternatives Considered

LiveAgent

Reasons for Switching to Freshdesk

Limited reporting options compared to competitors
Jacqueline
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 8/05/2024

Freshdesk -small IT Team, large campus. NO problem!

My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple to implement. We started out with the free trial and quickly decided to purchase the Pro version. Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an existing email address made the transition process transparent to the rest of the community.

Pros

We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible!

Cons

We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this.

Alternatives Considered

Asset Essentials

Reasons for Choosing Freshdesk

We made the switch from Spiceworks to Freshdesk because we became frustrated with some of the limitations we were finding with our current solution at the time. We appreciate the clean and modern interface with simple to use reporting and slick dashboard metrics.

Reasons for Switching to Freshdesk

We actually did purchase another solution for our Operations dept. but quickly found that it would not fit our needs in IT. We are so glad we went with Freshdesk because the other vendor made a 1yr commitment so cost prohibitive that the school was forced to enter a 3 yr. contract for a new software application. Needless to say, the other vendor did not live up to expectations. I am thankful for Freshdesk every time I have to engage in a support ticket with the other vendor.
Kyle
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5.0
Reviewed on 19/01/2024

Daily use of Freshdesn

Fantastic, used it for all of my professional career within the IT Industry and i will continue to use it.

Pros

I can only speak for the features i use but i used and even pushed to use freshdesk at all my employments. I honestly don't think i could do my job as well as i do without it. The ease of use is great, the ability to see what jobs are coming in and being able to manage them is critical.

Cons

I do not have any cons about this product.

Alternatives Considered

Spiceworks Cloud Help Desk

Reasons for Switching to Freshdesk

Freshdesk have just become the norm for me. I will always recommend it because of its ease of use and features.
Grace
Grace
  • Industry: Retail
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4.0
Reviewed on 19/09/2023

It allows us to manage all queries and complaints in one place

It's a comprehensive bundle that allows us to answer any queries or concerns our clients may have. Using this program, we are better able to maintain satisfied clientele.

Pros

My favorite The UI and methodology behind Freshdesk make it ideal for managing and resolving customer inquiries via email. It's an indispensable piece of office equipment for handling all of your customers' questions in one place.

Cons

The fact that it's a fantastic resource for anyone interested in fielding consumer inquiries means that there aren't any downsides. You need only implement a method of logging in with a cell phone number.

Priscial
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
4
Customer Support
1

4.0
Reviewed on 26/08/2024

Poor customer service

Terrible customer service, negated all our communication and own us credits.

Pros

The system and set up is good.
Easy to use.

Cons

We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare.
Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues.

Laura
  • Industry: Construction
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 2/10/2024

Freshdesk For The Win

Overall my experience is a great one, it gives us the ability to easily request things we may need, from starter set ups to leavers to issues we may be experiencing leading to quicker resolve times for all.

Pros

Like most that the system is easy for all to use, and that it can be personalised to your company with logo etc.

Cons

Sometimes it can time out if you aren't quick enough which removes any request and you have to start again.

Kandra
  • Industry: Computer Software
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 13/09/2024

Freshdesk

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

Jessica
  • Industry: Construction
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 10/11/2023

Great Application

Overall experience has been fantastic. I would recommend the product to anyone who wants to use it for a ticketing system. Internal and External.

Pros

The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering.

Cons

There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side.

Verified Reviewer
  • Industry: Transportation/Trucking/Railroad
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 7/12/2023

Fresh Desk - Fresh, Fast & Fantastic

our overall experience with Fresh Desk has been excellent. its simple to use, easy to manage, and we have had no complaints.

Pros

we love how freshdesk allows us to manage and organise our tickets for the day, we can group them, split them, merge them and assign in bulk making workload management amazing!

Cons

not much is included in the lower tiers you have got to go for the pro one to get the advanced automation parts.

Praneeth
  • Industry: Insurance
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
4
Ease of Use
5
Customer Support
0

5.0
Reviewed on 24/07/2024

Freshdesk made work easy!

Pros

Freshdesk has simplified my workflow, allowing me to easily track customer emails and cases and work with different teams using a single ticket.

Cons

While sending the emails to the customer, sometimes, we face text formatting issue

Verified Reviewer
  • Industry: Individual & Family Services
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 16/05/2024

Use a few different places, professionally.

Pros

The ability to type my requests & inquiries instead of having to call or waste a lot of (otherwise valuable) time!

Cons

Unknown. No comments. N/A DOES NOT APPLY

Edward Garibaldi
Edward Garibaldi
  • Industry: Health, Wellness & Fitness
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
5
Customer Support
0

5.0
Reviewed on 9/04/2024

Useful and versatile tool

In general I can say that I like using this Freshdesk since it is easy to use and the compatibility with various devices is an extra point in its favor

Pros

What I like most is that I can attend to my tickets both from my cell phone and from my computer. It allows me to adapt the tool to my workspace.

Cons

I have no complaints about this tool currently.

Ander
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
3

4.0
Reviewed on 29/12/2023

Fresdesk in Fintech

In general I have fond memories of the whole product since it was easy to use and for Customer Support tasks were easy and fast. The less time spent for the product the faster the task can be solved.

Pros

I really liked the straightforwardness of the product. Everyone with little experience could learn it fast. SImple and easy.

Cons

The biggest issue was for customer support, some smaller bugs and the price. These topics could have been more user-friendly and open.

Beverly
  • Industry: Management Consulting
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 6/05/2024

An Iconic and Straightforward Help Desk Tool.

It provides 24/7 customer support thus increasing customer satisfaction.

Pros

It is simple to communicate and engage with our customers in multiple communication channels via live chat,calls,emails and SMS using Freshdesk.It streamlines and automates customer service workflows.It handles and responds to our customers enquiries faster.

Cons

I lack anything to complain about this Help Desk tool.

Diego
Diego
  • Industry: Real Estate
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

4.0
Reviewed on 23/12/2023

Putting Freshdesk to the test

Free should always be taken advantage of, so I am happy to add more features to the company.

Pros

The best thing is its ability to be used by any personnel, although it would be optimal if they are people with experience in customer service. On the other hand, the prices are economical, including free of charge for less than 10 users.

Cons

It seems to me that the software customization is a bit rigid, it does not allow many modifications like other programs. This could limit the contributors.

Verified Reviewer
  • Industry: Consumer Goods
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4

5.0
Reviewed on 8/08/2023

Freshdesk just works

Overall Freshdesk, has been a positive experience for us as an organisation. Compared to other offerings there is nothing which would change our decision to use it. Would recommend.

Pros

It’s an easy tool to implement and adopt. Our IT desk like the gamification element to tracking performance of dealing with tickets. It also provides the end to end ITSM capability we need to have and show to auditors.

Cons

Sometimes the customer service can be challenging. We have noted a slightly more sales orientated “support” approach as we enter our 3rd year to take new add-on services. Hopefully, this doesn’t continue!

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