About Freshdesk

Freshdesk is a cloud-based customer service solution that helps businesses provide effortless service 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 improve their customer service.
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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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3,374 reviews
Nitish
Nitish
  • Industry: Computer Software
  • Company size: 501–1,000 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 29/01/2025

About Freshdesk

My overall experience with Freshdesk has been positive. The platform is user-friendly and offers great features like multi-channel support, automation, and a helpful knowledge base

Pros

Freshdesk is Easy to Use and it allows Automation & Workflow Management.

Cons

In Freshdesk there is a limited customization.

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.

  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
2
Ease of Use
5
Customer Support
1

3.0
Reviewed on 5/12/2024

You get what you pay for

It really did feel like a big downgrade from Zendesk. I was hoping to be proved wrong in how big of a downgrade it was, but it's quite significant from the onboarding, support, and functionality. If you're just looking for a simple customer support platform on a budget, then Freshdesk is for you. If you're looking for more, you need to spend more.

Pros

When compared to Zendesk which is what we switched from to save money, Freshdesk was much cheaper and our support team found it a bit easier to use. That's where the pros stop, I wish we didn't switch because it really handcuffs my marketing team in regards to what we want to do.

Cons

If you're looking to customize your helpdesk, Freshdesk is not for you. The customization in Freshdesk is very minimal when compared to a Zendesk specifically. I think there are lower cost alternatives to Freshdesk that offer more.

Shir
  • Industry: Pharmaceuticals
  • Company size: 11–50 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 13/01/2025

To arrange the best quick and helpful response

Pros

I loved Freshdesk's ability to achieve immediate response across all the channels we use. Freshdesk's ticketing system is powerful, all inquiries are turned into tickets and automatically transferred to the relevant member's panel. The chatbot is great, easy to set up and can cover more than one language at the same time, fast, and accurately understands the content of inquiries to simplify customers' access to the services they need easily.

Cons

There are no negatives to mention. Freshdesk is straightforward, easy to set up. Its arrangement of transferred tickets according to importance is excellent.

Joy
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4.0
Reviewed on 23/01/2025

Freshdesk Review by Administrative Coordinator

Customer support for 24/7/365 is the main benefit.

Pros

I am able to offer live chat to our customers which help resolve issues rapidly.

Cons

It depends on internet connection due to lack of offline access.

Vanessa
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
4

5.0
Reviewed on 5/01/2025

Excellent email management tool for a shared customer service team

Freshdesk has been a great tool for my small-medium business for a number of years now, and has improved customer service and efficiency considerably.

Pros

I've been using Freshdesk for my small business customer care team for about 5 years. It is very user friendly and all team members have found it really simple to navigate and use successfully.
The app has also improved dramatically over the past few years and is a very useful feature for checking client responses on the go.
I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets to certain agents for actioning.
We also use the tagging feature a lot and due dates for tickets that need to be actioned on a specific day.

Cons

The admin panel is less user friendly and I'm restricted to having to setup all automated processes, canned responses myself as my team finds it too difficult.

Desiree
Desiree
  • Industry: Health, Wellness & Fitness
  • Company size: 51–200 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 3/02/2025

Freshdesk is the easiest!

Good it was super easy to learn to use and so helpful for getting things done quickly. Keeps you connected to all the right companies and all your team mates.

Pros

Set up was very easy. It takes no time to learn the ins and outs of Freshdesk. One of the best thing was that the tickets are sorted and you can respond to the most important quickly. The AI easy responses are also great because that gives you more time to do other things.

Cons

The only thing I remotly disliked was was the price Pro is almost 60.00 a month if you pay monthly .

Thorsten
  • Industry: Airlines/Aviation
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4.0
Reviewed on 6/01/2025

Help desk and simple call center

Freshdesk notifies the team on updates on the account.

Pros

Freshdesk is easy to create and set automatic responses to incoming emails which keeps clients engaged and waiting for final response from support team.

Cons

It sometimes slow down and resumes later.

Gokul
  • Industry: Consumer Services
  • Company size: 51–200 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 30/01/2025

An efficient answer for advanced ticketing with powerful features

I have used Freshdesk with great success, focusing on product support and I would 100% recommend it for that. Nowadays a few of our clients use it in the MSP space and it is great for analytics and ease of configuration. But it doesn’t integrate with a lot of the other tools, which can be improved.

Pros

It's a great solution for advanced ticketing, automated workflows, and omnichannel support. This has made team collaborations easy while working on customer issues. The interface is very user-friendly, and our teams have found it easy to get started quickly too.

Cons

There are areas where Freshdesk falls short, particularly in terms of billing and project management. It could also be better integrated with other tools. And finally, the reporting features could be more customizable as well.

Alexander
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 3/02/2025

Flexibility and accessible

It is a user-friendly interface and has flexibility scalability features

Pros

Its best in online tracking and its s Security system software is maverick

Cons

I haven't got any problem with it form start

Riyad
  • 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

4.0
Reviewed on 7/11/2024

Great Ticket Management Solution

Overall, my experience with Freshdesk has been very positive.
I’ve been using the platform for two years, and it has consistently helped improve our team’s efficiency in managing customer support.
The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable.
I also appreciate the detailed reporting features, which provide a clear overview of our support activities at the end of the year.
The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed.
While there are some limitations, like the inability to add static emails in the CC field and occasional challenges with the mobile app, these have not significantly affected my overall experience.

Freshdesk is a reliable tool for managing customer support, and I would recommend it to other teams looking for an intuitive, all-in-one solution

Pros

What I like most about Freshdesk is its robust ticket tracking system, which allows team leaders to easily monitor the progress of each ticket. At the end of the year, it's also very helpful to have a clear overview of the total number of tickets resolved. Additionally, the automatic reminder feature ensures that customers are notified if they haven’t responded to our emails, which helps maintain effective communication and reduces the chances of unresolved issues

Cons

The only issue I've encountered is the inability to add a static email address in the CC field by default.
This has been a bit problematic, as I sometimes forget to manually add my team’s email when sending emails to customers, which can lead to missed updates

joe
  • 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
4

5.0
Reviewed on 22/04/2024

Simple but powerful ticket system

Overall positive feedback. We would like to see features be able to be added on ala cart. we would also like easier integrations such as billing and inventory software to easier manage items being sold.

Pros

We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day.

The field service add on allows us to have customer sign their work order upon completion and keep track of time.

Cons

Certain features are not ala cart. Depending on the feature you want, you'd have to upgrade your whole plan and get even more features that you might now want.

sometimes when we are replying in a ticket, the curser jumps to the beginning. We haven't been able to figure out if its a keyboard combination or shortcut that is doing it, or something else.

Henrico
  • Industry: Hospitality
  • Company size: 5,001–10,000 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 20/05/2024

Instant access, effortless maintenance and maximum security

Brings centralization and customer inquiries management. Offers automation and great customer support.

Pros

The fact that I don't have to install any updates since the latest version is automatically received on logging in. Resolving customer queries is made quick through automation. Browsing online reports in real time has improved our team's performance and customer satisfaction. Allows multichannel communication too. Cloud computing is most affordable with Freshdesk.

Cons

Everything is pleasing. It is reliable and secure to work with. Launching and deployment was effortless for us.

Macaulley
  • Industry: Insurance
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
3

5.0
Reviewed on 19/09/2024

Great service for use within small companies.

Overall we have enjoyed using fresh desk (Free) we do not plan to upgrade in the near future. Although we are looking at some of their other solutions

Pros

Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with

Cons

there is some limitations of the free plan. not major for our company

L
  • Industry: Nonprofit Organisation Management
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
3
Ease of Use
4
Customer Support
3

4.0
Reviewed on 25/12/2023

Fresdesk email management for Charity

This has a real positive impact on the charity and the ability to respond to customer emails, the overall process of using this significantly reduced response times and missed communications.

Pros

All emails were managed centrally which gave a better customer experience, it was very easy to see unanswered emails and also what other people had responded with if they were on holiday to ensure that it was a consistent response

Cons

the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got difficult to manage and expensive.

Anshika
  • Industry: Education Management
  • Company size: 10,000+ 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 14/11/2024

Freshworks enhances ease of operations, reporting and analytic

There was no external support required to configure Freshdesk. We were able to start working after 20 min training. Freshdesk support is always with data and easily accessible.

Pros

It helps to create ticket with most efficiently and ease and in very short period of time

Cons

Sometime, it takes too much time to apply filter. And filter remove, and apply filter every time.

Isael Alexander
Isael Alexander
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

4.0
Reviewed on 26/03/2024

The best way to manage projects and incidents

It has been of great help, it has helped us a lot with the management of incidents in the company and to manage each project in a better way.

Pros

It is a very complete tool, it is very easy to manage the incidents of daily life and to manage or administer tasks and projects it is one of the best tools

Cons

It is a very good tool but the cost is usually a little high so it should be taken into account when purchasing it.

amit
amit
  • Industry: Program Development
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5.0
Reviewed on 14/11/2024

Simple Customer Support Solution

It is a solid choice for small businesses looking to streamline customer support.

Pros

We used it to handle customer tickets. It helped us organize inquiries and respond faster, which improved customer satisfaction.

Cons

The reporting features could be more detailed, but they still give a good overview.

Chuck
  • Industry: Higher Education
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
3

4.0
Reviewed on 2/12/2024

My experience with Freshdesk

My experience with Freshdesk has been good it really help me by its wide range of advance features also it integrates well with other available software which is the relief for me.

Pros

I like the user interface of Freshdesk it is very friendly and easy to navigate also the automation feature helps me by doing all the repetitive tasks which saves me a lot time.

Cons

I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I thought it takes a while to response.

Md Tabrez
  • Industry: Education Management
  • Company size: 10,000+ 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 15/11/2024

Service & Tech

When a student came to me, what was their problem, whether it was solved or not, all these things are recorded on Freshdesk, that is why I like it a lot.

Pros

If a student faces any kind of problem, I create a ticket on Freshdesk itself, and its resolution is provided.

Cons

Nothing, everything is good, The feedback from students on this is also very good.

Jack
  • Industry: Insurance
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5.0
Reviewed on 22/11/2024

Overall a simple and effective support ticketing system

Pros

Overall a great support system, we use this internally and externally for our field network. it offers us great flexibility in managing support tickets across a team of three.

Cons

The filtering for existing tickets are quite clunky and confusing at times. Sometimes the filtering sticks even after you have cleared it, which causes issues sometimes.

Thurston
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
3

5.0
Reviewed on 16/02/2024

Freshdesk all in one review

I love this software as it is smooth running and customer service is top notch and it makes my job so much easier than ever,I just would like upgrade asap so that i can have the fulll feel of the platform.

Pros

To be in the free tier is nice and convenient in a way that smaller customers can have a long term feel for the system and get to know how it works and get familiar with the system and platform.

Cons

That the High -end analytic is only available in BETA mode and that to get to higher tiers one need to upgrade pricing plan.

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.

  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
3
Customer Support
4

4.0
Reviewed on 24/11/2024

Freshdesk for tech support

Pros

Its a great platform to manage the client tickets and messages. It has built in option to reply back to client incidents as a tech support.

Cons

The ticket status management is not efficient. Sometimes you can pile up a huge list of tickets which are irrelevant and stay as open.

Allan
  • Industry: Telecommunications
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Features
2
Ease of Use
2
Customer Support
2

2.0
Reviewed on 20/11/2024

Look out. They are increasing prices.

Product is actually ok, look into pricing!

Pros

The product is ok, but suddenly they change the price with a huge increase!

Cons

Huge price increase suddenly. HAving used the product for years they suddenly increase the price over 50%!

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