Freshdesk
About Freshdesk
Freshdesk is a SaaS-based customer support software that offers everything businesses need to deliver great customer service including omnichannel capabilities, automated ticket routing, in-depth reporting, self-service options, SLA management, and much more.
Freshdesk unifies requests coming in across email, phone, web, chat and social, and helps your team stay on top of all conversations within a single view. It also delivers a seamless user experience to agents and helps them stay at their productive best.
Unlike other products in the industry that come with steep pricing tiers and hidden costs, Freshdesk is priced affordably and has a free forever plan with unlimited agent seats.
Pricing starting from:
$15.00/month
- Free Version
- Free Trial
- Subscription
Key benefits of Freshdesk
Intuitive UI - Setting up an account on Freshdesk and getting familiar with the tool is an effortless experience thanks to the smooth and easy-to-navigate user interface.
Omnichannel capabilities - Stay on top of requests coming in from email, web, phone, chat and social media from a single location and automatically route requests from different channels to the right agents.
Improved productivity - Freshdesk has been designed to help agents stay at their productive best and comes with powerful automations that reduce repetitive tasks.
Increased capabilities - Do more with Freshdesk by plugging in tools from the Freshdesk marketplace which hosts over 500 apps such as Salesforce, Jira, WordPress, and Shopify.
Round-the-clock support - Freshdesk offers 24*7 email, phone, and chat support.
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Pricing starting from:
$15.00/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of Freshdesk: 113
Alternatives
ServiceNow Customer Service Management
Dynamics 365
Kustomer
HappyFox Help Desk
Reviews
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- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
HelpDesk Support Specialist
Reviewed on 25/09/2023
Overall, I am quite happy as a user when it comes to Freshdesk. It is easy to grasp, and it...
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".
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Thums up Freshdesk- overall great experience with freshdesk.
Reviewed on 13/09/2024
Great over all experience with Freshdesk we 55 engineers are working on it, we are very well...
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: Hospitality
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 2.0 /10
Never close a contract directly with Freshworks
Reviewed on 12/06/2024
Freshdesk in general is ok to work with, it doesn't excell in specific matters but also not fails....
Freshdesk in general is ok to work with, it doesn't excell in specific matters but also not fails. However we made the misstake to close our contract directly with Freshworks (as our re-seller stopped), this has been the biggest misstake ever. There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for which no solutions are offered
Pros
The reseller that was between Freshworks and us
Cons
No full intergration with their other modules. (chat, sales). FreshCRM completly failled product which was only shorly on the market and replaced by Freshsales again.
- Industry: Furniture
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Great Ticket Management Tool for Customer Support
Reviewed on 07/11/2024
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: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Freshdesk -small IT Team, large campus. NO problem!
Reviewed on 08/05/2024
My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple...
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.Freshdesk FAQs
Below are some frequently asked questions for Freshdesk.Q. What type of pricing plans does Freshdesk offer?
Freshdesk offers the following pricing plans:
- Starting from: $15.00/month View Pricing Plans
- Pricing model: Free Version, Subscription
- Free Trial: Available
Freshdesk is priced per support agent per month, and has 4 different plans. Free- $0 (Up to 2 agents) Growth- $18/agent/month billed monthly or $15/agent/month billed yearly Pro- $59/agent/month billed monthly or $49/agent/month billed yearly Enterprise- $95/agent/month billed monthly or $79/agent/month billed yearly
Q. Who are the typical users of Freshdesk?
Freshdesk has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Freshdesk support?
Freshdesk supports the following languages:
Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian
Q. Does Freshdesk support mobile devices?
Freshdesk supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Freshdesk integrate with?
Freshdesk integrates with the following applications:
Adobe Commerce, Aircall, Ameyo, BILLIVING, Batchbook, BigCommerce, Box, CS-Cart Store Builder, Campaign Monitor by Marigold, Capsule, ChargeDesk, Constant Contact, CustomerGauge, Dropbox Business, Easy Insight, Five9, FluentStream, FreshBooks, Freshsales, FullContact, GitHub, Gmail, Google Analytics 360, Google Calendar, Google Contacts, Google Drive, Google Workspace, Harvest, Highrise, Hootsuite, HubSpot Marketing Hub, Hubstaff, Insightly, Jira, Keap, Klips, Localize, LogMeIn Rescue, Mailchimp, Meta for Business, Microsoft Teams, Nimble, Olark, OneDrive, OneLogin, OneSky, Pipedrive, Pipeline CRM, Pipeliner CRM, Pivotal Tracker, Playvox, ProProfs Knowledge Base, QuickBooks Online Advanced, RingCentral Contact Center, Salesforce Sales Cloud, Salesforce Service Cloud, Segment, Shopify, Slack, Solve CRM, SugarCRM, SurveyMonkey, Talkdesk, Time Doctor, Transifex, Twitter/X, Userlike, WooCommerce, Woopra, WordPress, WorkflowMax, Xero, Zapier, Zoho CRM, Zoom Workplace, elevio, iContact, ilos, iorad
Q. What level of support does Freshdesk offer?
Freshdesk offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for Freshdesk.
- Customer Service Software
- Knowledge Management Software
- Call Center Software
- Help Desk & Ticketing Software
- Issue Tracking Software
- Complaint Management Software
- Customer Support Software
- Service Desk Software
- Customer Communications Management Software
- Customer Satisfaction Software
- Customer Experience Software
- Customer Engagement Software
- Remote Support Software
- Call Recording Software
- Live Chat Software
- IT Service Management (ITSM) Software
