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:

$18.00/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.

Devices

Business size

S M L

Markets

United Arab Emirates, Albania, Austria, Australia, Aruba, Azerbaijan, Bosnia & Herzegovina, Barbados, Bangladesh, Belgium, Burkina Faso, Bulgaria, Benin, Brunei, Brazil, Bahamas, Belarus, Canada, Congo - Kinshasa, Switzerland, Cameroon, China, Costa Rica, Cuba, Czechia, Germany, Denmark, Dominican Republic, Algeria, Estonia, Egypt, Spain, Ethiopia, Finland, France, United Kingdom, Georgia, Ghana, Guinea, Greece, Guatemala, Hong Kong SAR China, Honduras, Croatia, Hungary, Indonesia, Ireland, Israel, India, Iraq, Iran, Italy, Jersey, Jordan, Japan, Kenya, Cambodia, South Korea, Kuwait, Kazakhstan, Lebanon, Sri Lanka, Lithuania, Luxembourg, Latvia, Morocco, Madagascar, North Macedonia, Macao SAR China, Martinique, Malta, Mauritius, Malawi, Mexico, Malaysia, Namibia, New Caledonia, Nigeria, Nicaragua, Netherlands, Norway, New Zealand, French Polynesia, Papua New Guinea, Pakistan, Poland, Puerto Rico, Palestinian Territories, Portugal, Qatar, Romania, Serbia, Russia, Saudi Arabia, Sudan, Sweden, Singapore, Slovenia, Slovakia, Sierra Leone, El Salvador, Thailand, Tunisia, Tonga, Turkey, Trinidad & Tobago, Taiwan, Tanzania, United States, Uzbekistan, Vietnam, Yemen, South Africa, Zambia, Zimbabwe

Supported 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

Pricing starting from:

$18.00/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: 122

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • CRM Software
  • Call Center Management
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Case Management Software
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Content Creation
  • Content Management System (CMS) Software
  • 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
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Management Software
  • Email Templates
  • Email Tracking Software
  • 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
  • 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
  • Network Monitoring Software
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Predictive Analytics Software
  • Prioritization
  • Project Management Software
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling Software
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On Software
  • Social Media Integration
  • Social Media Monitoring Software
  • Status Tracking
  • 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
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zendesk

4.4
#1 Alternative to Freshdesk
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Zoho Desk

4.5
#2 Alternative to Freshdesk
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Salesforce Service Cloud

4.4
#3 Alternative to Freshdesk
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

Jira

4.4
#4 Alternative to Freshdesk
JIRA is the tracker for teams planning & building great products. Millions choose JIRA to capture & organize issues,...

Reviews

Overall rating

4.5 /5
(2,463)
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.

Write a Review!
Showing 5 reviews of 2,463
Muhammad daud S.
Overall rating
  • Industry: Financial Services Software
  • 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 10.0 /10

Ticketing platform and Support in one place

Reviewed on 27/06/2022

Freshdesk is a great utility and platform for ticketing, ticket management, and support. We have...

Freshdesk is a great utility and platform for ticketing, ticket management, and support. We have enhanced our support standards with Freshdesk for local issues within the organization. We have categorized our Dev team to use Zendesk and our IT Team to use Fresh Desk to support more regular issues with staff devices.

Pros

I have found Freshdesk to be a great platform for our ticketing management and supporting colleagues. I found Freshdesk very helpful in generating support alerts, resolution tools, and quick updates. Keeping logs of all tickets and how they are dealt with improves the Support team's efficiency and analytics on individual performance.

Cons

I found Freshdesk to receive spam emails and it doesn't filter out automatically. This slows down the individual performance and it takes extra time to remove spam emails and follow up on the actual tickets. There should be improved filters and auto spam automation tool.

Alternatives Considered

Jira

Reasons for Switching to Freshdesk

Complex and high cost
Shayla B.
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.

Jaime M.
Overall rating
  • Industry: Financial Services Software
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 3.0 /10

Keep track of prios and tasks using freshdesk

Reviewed on 29/06/2022

Pros

The software is easy to use and a great way to keep track of internal team priorities and tasks.

Cons

The search feature left a lot to be desired.

Courtney S.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

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

Reviewed on 28/05/2022

I enjoy the fact that there are distinct tickets for accidents and service requests, which makes it...

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.
Overall rating
  • Industry: Financial Services Software
  • 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 10.0 /10

Fantastic alternative to expensive Hubspot

Reviewed on 21/05/2022

I have had a fantastic experience with both the software and customer service. Bang for buck is...

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
Showing 5 reviews of 2,463 Read all reviews

Freshdesk FAQs

Below are some frequently asked questions for Freshdesk.

Freshdesk offers the following pricing plans:

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, Campaign Monitor, 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, Mailchimp, Meta for Business, Microsoft Teams, Nimble, Olark, OneDrive, OneLogin, OneSky, Pipedrive, Pipeline, Pipeliner CRM, Pivotal Tracker, ProProfs Knowledge Base, QuickBooks, QuickBooks Online Advanced, Rescue, RingCentral Contact Center, SEOshop eCommerce, Salesforce Sales Cloud, Salesforce Service Cloud, Segment, Shopify, Slack, SnapEngage, Solve CRM, SugarCRM, SurveyMonkey, Talkdesk, Time Doctor, Transifex, Twitter, Userlike, WooCommerce, Woopra, WordPress, WorkflowMax, Xero, Zapier, Zoho CRM, Zoom Meetings, 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

See all software categories found for Freshdesk.