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.
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.
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Reviews
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Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Management Consulting
- Company size: 11–50 Employees
- Used Daily for 1+ year
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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.
Reasons for Choosing Freshdesk
We needed a better way to support our clients and SLAs and time tracking where urgent.Switched From
TrelloReasons for Switching to Freshdesk
Cost +features and it should cover the most important requirements we had at the time.
- Industry: Hospitality
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Improve Your Customer Service Using Freshdesk
Reviewed on 18/06/2023
One of my favorite features of Freshdesk is the wide variety of tools available for providing...
One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.
Pros
Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.
Cons
Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Good platform for small companies
Reviewed on 31/10/2023
Overall, my experience with Freshdesk has been incredibly satisfying. The platform's user-friendly...
Overall, my experience with Freshdesk has been incredibly satisfying. The platform's user-friendly interface, multichannel support, and automation capabilities have significantly improved our customer support operations. It's made it easy for us to provide efficient, organized, and responsive assistance to our customers, leading to higher satisfaction levels. I highly recommend Freshdesk to businesses looking to enhance their customer support and engagement
Pros
Multichannel support, ticket Management, collaboration, integration, mobile accessibility, user friendly
Cons
Price and additional cost, might be less intuitive than competitors, integration limitation
- Industry: Education Management
- Company size: 201–500 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
FreshDesk, Not Really Fresh
Reviewed on 02/11/2023
While it took awhile to look through and scan tickets that were related to what I needed, it worked...
While it took awhile to look through and scan tickets that were related to what I needed, it worked well in chatting with the customer and getting them help. Otherwise, it was a hard mess to navigate through the mountain of tickets beforehand.
Pros
Freshdesk works as a customer support or ticketing system to resolve any issues customers may have.
Cons
The separation or section-ing of Freshdesk left a lot to be desired. Not very good auto assignment of tickets and it made things messy.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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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.
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
- 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
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, 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 Meetings, 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
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