--- 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 / 140\ 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 3460 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 3460 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 - Coevera - Constant Contact - CustomerGauge - Dropbox Business - Easy Insight - Five9 ... 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. [Salesforce Sales Cloud](https://www.softwareadvice.co.nz/software/2764/salesforce-sales-cloud) — 4.4/5 (18790 reviews) 2. [Zendesk Suite](https://www.softwareadvice.co.nz/software/26892/zendesk-talk) — 4.4/5 (4083 reviews) 3. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1786 reviews) 4. [LiveChat](https://www.softwareadvice.co.nz/software/27068/livechat) — 4.6/5 (1727 reviews) 5. [HelpDesk](https://www.softwareadvice.co.nz/software/150799/helpdesk) — 4.6/5 (180 reviews) ## Reviews ### "Reliable and User-Friendly Customer Support Platform" — 5.0/5 > **Nitish** | *27 June 2026* | Computer Software | Recommendation rating: 10.0/10 > > **Pros**: Freshdesk offers an intuitive interface that makes ticket management simple and efficient. The automation features help reduce manual work, and the multi-channel support allows teams to handle customer inquiries from email, chat, and social media in one place. The reporting and analytics tools also provide useful insights for improving customer support performance. > > **Cons**: Some advanced features are only available in higher-tier plans, which may not be suitable for smaller businesses. The customization options for certain workflows and reports could also be more flexible. Occasionally, setting up complex automations requires additional learning > > My experience with Freshdesk has been very positive. It has helped streamline customer support operations by organizing tickets efficiently and improving response times. The platform is easy to navigate, reliable, and packed with useful features that enhance both agent productivity and customer satisfaction. ----- ### "My 9yr Freshdesk Experience" — 4.0/5 > **Mwale** | *25 May 2026* | Financial Services | Recommendation rating: 9.0/10 > > **Pros**: Managing tickets from multiple channels—including website live chat, Facebook, WhatsApp, and email—within a single dashboard is incredibly convenient and provides excellent value for money especially the omnichannel package. The tool is intuitive and user-friendly, and the analytics features offer great flexibility for customizing reports. Additionally, the self-service portal has allowed us to develop an internal KDB library and FAQ articles for our website visitors. The automation capabilities have also significantly increased our agent productivity. Overall, this platform has helped us better manage our customer support experience in the last 9 years. > > **Cons**: Unfortunately their Freshcaller telephony tool, especially the BYOC model is very limited. We've been unable to use it. They have not invested or improved a lot on it since I first saw it years back. I think they're also lagging behind in AI capabilities. I hope they up their game on that front. > > Great ticketing tool especially the omnichannel package. User friendly interface - I never struggle to train new personnel. They have done a lot of improvements in segregating user roles and permissions. Freshdesk has been a great partner to us and has helped shape our overal customer experience. ----- ### "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. ----- ### "Efficient and User-Friendly Customer Support Solution" — 5.0/5 > **Mayank** | *17 March 2026* | Information Services | Recommendation rating: 10.0/10 > > **Pros**: Freshdesk stands out for its intuitive and user-friendly interface, which makes it easy for teams to get started without extensive training. The ticketing system is highly organised and efficient, allowing us to manage, prioritise, and resolve customer queries quickly. I also appreciated the automation features, such as workflows and canned responses, which save time and improve productivity. The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support performance. > > **Cons**: While Freshdesk offers a wide range of features, some of the advanced functionalities can feel complex and take time to fully understand. The pricing can also become expensive as you scale and require access to higher-tier features. Additionally, the customisation options, although powerful, can sometimes feel limited without technical expertise. There are also occasional performance lags and delays in notifications, which can impact response times during high-volume periods. > > Overall, my experience with Freshdesk has been very positive. It has significantly streamlined our customer support operations by organizing tickets efficiently and improving response times. The platform is easy to navigate, and features like automation, collaboration tools, and reporting have helped increase team productivity. While there is a slight learning curve for some advanced features, the overall functionality and reliability make it a valuable tool for managing customer support and delivering a better customer experience. ----- ### "Best helpdesk tool we've used. Nearly flawless" — 5.0/5 > **Blake** | *27 May 2026* | Retail | Recommendation rating: 10.0/10 > > **Pros**: The ticketing system is intuitive enough that new agents can get up to speed without much training, and the automation rules save a ton of time on repetitive tasks. Being able to manage email, chat, and phone support all from one dashboard is a huge deal. The canned responses and ticket merging features alone have made our team noticeably more efficient. > > **Cons**: The Android app notification handling is honestly the only thing that's driven me crazy. If you have a busy queue, you end up with a pile of individual notifications that each need to be cleared manually, so it can look like tickets from hours ago are just now coming in. It's a minor UX gripe in the grand scheme of things, but when you're juggling a lot of tickets it gets old fast. Hopefully that's something they address in a future update because the rest of the app experience is solid. > > Freshdesk has genuinely made managing customer support less stressful. Everything is where you expect it to be and the platform rarely gets in your way. We've tried a couple of other helpdesk tools before landing here and nothing else came close to this balance of features and usability for the price. Aside from that one notification quirk on mobile, it's hard to find much to complain about. ----- Page: 1 / 140\ 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