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
Already have Freshdesk?
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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: Computer Software
- 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
The FreshDesk ticketing system is quite efficient
Reviewed on 11/11/2023
Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even...
Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.
Pros
Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.
Cons
The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.
- 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.
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.- Industry: Hospitality
- Company size: 5,001–10,000 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
Instant access, effortless maintenance and maximum security
Reviewed on 20/05/2024
Brings centralization and customer inquiries management. Offers automation and great customer...
Brings centralization and customer inquiries management. Offers automation and great customer support.
Pros
The fact that I don't have to install any updates since the latest version is automatically received on logging in. Resolving customer queries is made quick through automation. Browsing online reports in real time has improved our team's performance and customer satisfaction. Allows multichannel communication too. Cloud computing is most affordable with Freshdesk.
Cons
Everything is pleasing. It is reliable and secure to work with. Launching and deployment was effortless for us.
- Industry: Computer Software
- 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
We use Freshdesk daily to solve customer problems
Reviewed on 02/11/2023
Easy to pick up and use right away; minimal training required. I appreciate having a centralized...
Easy to pick up and use right away; minimal training required. I appreciate having a centralized location to view, manage, and reply to all of my tickets. It's a benefit if you can combine prepared replies with your own expertise.
Pros
One of my favorite features of Freshdesk is the simplicity with which work can be assigned and prioritized. In addition, the availability of group filters makes Freshdesk a breeze to utilize with large numbers of groups. In addition, the interface is simple and uncomplicated, so creating tickets and monitoring their progression is a breeze. It's useful for managing tasks in customer service. Small businesses can benefit from using Freshdesk.
Cons
The cost can add up quickly for organizations of a certain size. It's preferable to develop a desktop application rather than a mobile one; the mobile app's user experience could require some tweaking.
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, 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 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
