About Freshdesk
Freshdesk pricing
Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$15.00/month.
Alternatives to Freshdesk
Freshdesk Reviews
Feature rating
All Freshdesk Reviews
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
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
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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.
Reasons for Switching to Freshdesk
The free plan at Freshdesk is robust enough for our needs, and it's very user-friendly.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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.
Reasons for Switching to Freshdesk
Ease of use and only required a Helpdesk for Ticketing management- Industry: Primary/Secondary Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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
OdooReasons 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
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Review Source
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
LeadSquaredReasons for Switching to Freshdesk
Much more trusted and stable software. Easy to use with a wide variety of features.- Industry: Business Supplies & Equipment
- Company size: 2–10 Employees
- Used Weekly for 1-5 months
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Review Source
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
LiveAgentReasons for Switching to Freshdesk
Limited reporting options compared to competitors- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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 EssentialsReasons 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.Switched From
Spiceworks Cloud Help DeskReasons 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.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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 DeskReasons 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.- Industry: Retail
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Retail
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Construction
- Company size: 51–200 Employees
- Used Weekly for 1+ year
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Review Source
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.
- Industry: Computer Software
- Company size: Self Employed
- Used Daily for 1+ year
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Review Source
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
- Industry: Construction
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Insurance
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
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
- Industry: Individual & Family Services
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
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
- Industry: Health, Wellness & Fitness
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
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.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Management Consulting
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Real Estate
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
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.
- Industry: Consumer Goods
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
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!