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.
Freshdesk Software - Freshdesk multilingual knowledge base
Freshdesk Software - Freshdesk automations
Freshdesk Software - Freshdesk omnichannel ticketing
Freshdesk Software - Freshdesk team dashboards
Freshdesk Software - Freshdesk SLA management
Freshdesk Software - Freshdesk self-service
Freshdesk video
Freshdesk Software - Freshdesk multilingual knowledge base - thumbnail
Freshdesk Software - Freshdesk automations - thumbnail
Freshdesk Software - Freshdesk omnichannel ticketing - thumbnail
Freshdesk Software - Freshdesk team dashboards - thumbnail
Freshdesk Software - Freshdesk SLA management - thumbnail

Freshdesk pricing

Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$18.00/month.

Starting Price:
US$18.00/month
Pricing Details:
Freshdesk is priced per support agent per month, and has 4 different plans. Free- $0 (unlimited free agents) Growth- $18/agent/month billed monthly or $15/agent/month billed yearly Pro- $47/agent/month billed monthly or $39/agent/month billed yearly Enterprice- $83/agent/month billed monthly or $69/agent/month billed yearly
Free Version:
Yes
Free trial:
Yes

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Freshdesk Reviews

Feature rating

Value for Money
4.4
Functionality
4.3
Ease of Use
4.5
Customer Support
4.5
5 reviews of 2,455 View all reviews
Andrea G.
  • Industry: Consumer Electronics
  • 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
Reviewed on 28/04/2022

The best alternative to Zendesk

We set up our ticketing system and built our help center portal with a custom CSS solution and it adapts perfectly to our needs

Pros

Workflow and automations works really well. It's super easy to use and UI is very well-designed. If you start using it you become a power user in few days.

Cons

There's nothing in particular I don't like

Shayla B.
  • Industry: Internet
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 8/06/2022

Excellent customer support ticket system

Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Pros

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Cons

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Vladimir C.
  • Industry: Computer Games
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
3

3
Reviewed on 20/05/2021

Game company (Freshdesk)

The software is good and has big potential. I send a lot of feedback. Unfortunately bug fix process is super slow. I wish company will be grateful for the bug report which I provide for free. Thanks.

Pros

Powerful analytics, reasonable price, cool widget, knowledge base, automations....

Cons

Bad editor, slow bug fix. Sometimes customer has to wait for years. Success manager ignore complaints. Support do not have SLA for resolution. They can forget about you and do not update issue status for months.

Alternatives Considered

Jira and Intercom

Reasons for Choosing Freshdesk

Zendesk is not comfortable to use. Bad UI and UX. Super high price.

Switched From

Zendesk

Reasons for Switching to Freshdesk

Price and potential. I just to believe in Freshdesk.
Courtney S.
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 28/05/2022

Freshdesk helps reduce response times and reminds personnel to follow up on issues

I enjoy the fact that there are distinct tickets for accidents and service requests, which makes it easier to track down problems. Queues and responsibilities may also be customized, and the option to prevent them from seeing other people's stuff is a nice feature. The integrations are fantastic. You won't find this kind of customer service anywhere else. All of our demands have been met and any difficulties or complaints have been immediately remedied.

Pros

For someone who has never used a help desk before, FreshDesk is a breeze to learn and understand. And I've never had to wait more than a few minutes for a response from FreshDesk's customer care team; they're fantastic.

Cons

To be honest, I prefer an older-style user interface, but that's just a matter of taste. Other than that, there are certain options that are hidden in tabs that are difficult to find.

Sheldon B.
  • Industry: Financial Services
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/05/2022

Fantastic alternative to expensive Hubspot

I have had a fantastic experience with both the software and customer service. Bang for buck is right on. Great UI/UX all around and make sure we are able to receive feedback through various channels and integrate with Jira.

Pros

Overall cleanliness and ease of use for everyone on team. Great integrations. Fantastic customer support you won’t find elsewhere. Meets all of our needs and all issues or concerns always resolved quickly.

Cons

Make the chat feature a bit more beautiful would be nice. Some opportunity for functions and beauty there.

Alternatives Considered

HubSpot Service Hub and Zendesk

Reasons for Choosing Freshdesk

Overall value for $ much better at Freshdesk

Switched From

HubSpot Service Hub

Reasons for Switching to Freshdesk

Overall simplicity of use, good design, and overall value for money. Much more worth it

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