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$15.00/month.

Starting Price:
US$15.00/month
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 3,236 View all reviews
Sofiya
  • Industry: Computer Software
  • 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
Reviewed on 25/09/2023

HelpDesk Support Specialist

Overall, I am quite happy as a user when it comes to Freshdesk. It is easy to grasp, and it notifies you promptly when new tasks are popping up. The Call Centre function is very reliable and easy to use, especially since the phone app is well maintained, meaning no calls are missed. It is very easy to log cases and to also search for said cases.

Pros

Fresh Desk is very easy to use and to understand basically from day one. I also like the fact that it is very light which makes it run very fast, making our work very quick and reliable. Once you get the hang of it, you can practically solve all cases using just a few buttons on the keyboard.

Cons

When there is a maintenance issue, causing Freshdesk to crash, there is no notification as to why this is happening and how long it will be down for. The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem. The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with bot-generated problem "solutions" that basically end with "please contact support".

Shayla
  • 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.

Rachel
  • Industry: Arts & Crafts
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 30/10/2023

Remote Customer Service

Pros

Freshdesk is very easy to use and to train staff on. The program is simply built without a ton of confusing information or unnecessary additions I found the tracking to be sufficient and as a whole it worked well for the company.

Cons

I would have liked to see when staff was online or off and a way to better track who is answering tickets and the length of time it took to answer each of them.

Alternatives Considered

Salesforce Sales Cloud
Heli
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
4

3
Reviewed on 7/10/2023

A Customer Support Game Changer!

Pros

Freshdesk’s user interface is a breath of fresh air. It is incredibly intuitive and user-friendly, making it easy for my team to navigate through tickets, customer information, and various features.

Cons

Tickets frequently got misplaced or disappeared entirely from the system, leading to frustrated customers and a decline in our service quality.

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

4
Reviewed on 24/11/2023

A pro service for managing your support tickets

It is an excellent service, but although by no means the cheapest, it is the industry standard for a reason.

Pros

It has a clean easy to use interface that is easy and intuitive to use from both the perspective of someone submitting a request and the support team responding

Cons

It needs to have a significant amount of time spent on setting it up correctly, including especially get the optional and required categories correct, and ensuring the list of available support categories are clear.

Related categories