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

Markets

Albania, Algeria, Aruba, Australia, Austria and 111 others

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others

Pricing starting from:

$15.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

Freshdesk Software - Customer conversations from across channels
Freshdesk Software - Automation rules
Freshdesk Software - Collaboration from within the ticket
Freshdesk Software - Self-service portal
Freshdesk Software - Multilingual self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Team dashboard
Freshdesk Software - Omnichannel ticketing
View 9 more
Freshdesk video
Freshdesk Software - Customer conversations from across channels
Freshdesk Software - Automation rules
Freshdesk Software - Collaboration from within the ticket
Freshdesk Software - Self-service portal
Freshdesk Software - Multilingual self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Team dashboard
Freshdesk Software - Omnichannel ticketing

Features

Total features of Freshdesk: 116

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • CRM Software
  • Call Center Management
  • Call Monitoring Software
  • Call Recording Software
  • Call Routing
  • Case Management Software
  • Cataloging/Categorization
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Management Software
  • Content Creation
  • Content Management System (CMS) Software
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Decision Support Software
  • Discussions/Forums
  • Drag & Drop
  • Email Management Software
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Forms Management
  • Full Text Search
  • Gamification Software
  • IT Asset Management Software
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management Software
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Predictive Analytics Software
  • Prioritization
  • Problem Management
  • Project Management Software
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing Software
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On Software
  • Social Media Integration
  • Social Media Monitoring Software
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Virtual Assistant Software
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives

ServiceNow Customer Service Management

4.3
#1 Alternative to Freshdesk
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Dynamics 365

4.4
#2 Alternative to Freshdesk
Microsoft Dynamics 365 is a multi-language, multi-currency enterprise resource planning (ERP) software. The solution is...

Kustomer

4.6
#3 Alternative to Freshdesk
Kustomer is the omnichannel customer management platform focused on delivering standout experiences - not resolving...

HappyFox Help Desk

4.6
#4 Alternative to Freshdesk
HappyFox is a cloud based, all-in-one help desk and customer support software. HappyFox's ticketing system enables the...

Reviews

Overall rating

4.5 /5
(3,271)
Value for Money
4.4/5
Features
4.3/5
Ease of Use
4.5/5
Customer Support Software
4.5/5

Already have Freshdesk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 3,271
Juan Pablo
Juan Pablo
Overall rating
  • Industry: Management Consulting
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great ticket management software

Reviewed on 03/12/2019

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket...

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pros

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Cons

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Alternatives Considered

Jira and Zoho Desk

Reasons for Choosing Freshdesk

We needed a better way to support our clients and SLAs and time tracking where urgent.

Switched From

Trello

Reasons for Switching to Freshdesk

Cost +features and it should cover the most important requirements we had at the time.
Shayla
Shayla
Overall rating
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Excellent customer support ticket system

Reviewed on 08/06/2022

Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's...

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.

Sean
Overall rating
  • Industry: Architecture & Planning
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 1.0 /10

You're on your own

Reviewed on 23/11/2019

Pros

The platform is relatively user friendly and has a sufficient number of features to work well.

Cons

Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.

Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.

Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.

Alternatives Considered

Jira, Zoho Desk, Salesforce Sales Cloud, and Zendesk Suite

Reasons for Switching to Freshdesk

Lower cost of entry and good usability allowed us to learn how to incorporate help desk capabilities into our business model without paying high initial fees before value was realized.
L
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Fresdesk email management for Charity

Reviewed on 25/12/2023

This has a real positive impact on the charity and the ability to respond to customer emails, the...

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.

Laura
Laura
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Freshdesk manages and resolves customer tickets in one place

Reviewed on 18/09/2023

Support and development teams may quickly and easily filter issues in Freshdesk using the many...

Support and development teams may quickly and easily filter issues in Freshdesk using the many available filters. Using freshdesk has been a simple process. Another perk is that numerous tickets can be linked to the same major disruption.

Pros

When it comes to handling support tickets, Freshdesk has you covered. The user-friendliness of the UI, as well as its vivid method of generating and receiving information. The platform's storage capacity and the extent to which it can be used as a whole are both capped.

Cons

Freshdesk's biggest flaw is that it can be extremely sluggish to launch. Freshdesk's frequent service interruptions slowed response times. In addition, failure notification automation should be kept up to date.

Showing 5 reviews of 3,271 Read all reviews

Freshdesk FAQs

Below are some frequently asked questions for Freshdesk.

Freshdesk offers the following pricing plans:

  • Starting from: $15.00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

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

Freshdesk has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

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

Freshdesk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Freshdesk integrates with the following applications:

Adobe Commerce, Aircall, Ameyo, BILLIVING, Batchbook, BigCommerce, Box, CS-Cart Store Builder, Campaign Monitor by Marigold, Capsule, ChargeDesk, CollabSpot, Constant Contact, CustomerGauge, Dropbox Business, Easy Insight, Five9, FluentStream, FreshBooks, Freshsales, FullContact, GitHub, Gmail, Google Analytics 360, Google Calendar, Google Contacts, Google Drive, Google Hangouts, Google Workspace, Harvest, HelpOnClick Help Desk Software, Highrise, HipChat, Hootsuite, HubSpot Marketing Hub, Hubstaff, Insightly, Jira, Keap, Klipfolio, Localize, LogMeIn Rescue, Mailchimp, Meta for Business, Microsoft Teams, Nimble, Olark, OneDrive, OneLogin, OneSky, Pipedrive, Pipeline CRM, Pipeliner CRM, Pivotal Tracker, ProProfs Knowledge Base, QuickBooks, QuickBooks Online Advanced, RingCentral Contact Center, SEOshop eCommerce, Salesforce Sales Cloud, Salesforce Service Cloud, Segment, Shopify, Slack, SnapEngage, Solve CRM, SugarCRM, SurveyMonkey, Talkdesk, Time Doctor, Transifex, Twitter/X, Userlike, WooCommerce, Woopra, WordPress, WorkflowMax, Xero, Zapier, Zoho CRM, Zoom, elevio, iContact, ilos, iorad

Freshdesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

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