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What Is Freshdesk?

Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 60,000 customers, including Bridgestone, HP, Harvard University and DHL.

Who Uses Freshdesk?

Businesses of all sizes across the world trust Freshdesk to provide remarkable customer service.

Where can Freshdesk be deployed?

Cloud-based
On-premise

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshdesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, Argentina, Aruba, Australia and 115 others

Languages

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

Freshdesk pricing

Starting Price:

US$15.00/month
  • Yes, has free trial
  • Yes, has free version

Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$15.00/month.

Pricing plans get a free trial

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshdesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, Argentina, Aruba, Australia and 115 others

Languages

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

Freshdesk videos and images

Freshdesk Software - Freshdesk omnichannel ticket list
Freshdesk Software - Freshdesk automation rules
Freshdesk Software - Freshdesk SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard
View 6 more
Freshdesk video
Freshdesk Software - Freshdesk omnichannel ticket list
Freshdesk Software - Freshdesk automation rules
Freshdesk Software - Freshdesk SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard

Features of Freshdesk

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Automated Routing
  • CRM
  • Call Centre Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Catalog Management
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Management
  • Content Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customisable Templates
  • Dashboard
  • Discussions/Forums
  • Email Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Full Text Search
  • IT Asset Management
  • IVR
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • Prioritisation
  • Problem Management
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-time Consumer-facing Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Screen Sharing
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Workflow Management

Freshdesk Alternatives

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A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels.
On-prem & cloud-based unified endpoint management and security tool that helps manage organization endpoints from single console.
Gives you out-of-the-box processes for incident management, self service, and inventory tracking for your help desk.
CRM solution that helps businesses with sales force automation, process management, journey orchestration, marketing automation & more. Learn more about Zoho CRM
Verloop.io automates customer support effortlessly, enabling brands to deliver delightful CX with advanced conversational AI
Empower IT help desks to maximize productivity and deliver exceptional employee experiences with ServiceDesk Plus.

Reviews of Freshdesk

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.5
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Kelly
Kelly
Design Engineering Manager in US
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

The FreshDesk ticketing system is quite efficient

4.0 last year

Comments: 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.

Chris
President in US
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Great support ticketing platform and great value

5.0 3 months ago

Comments: We've been using Freshdesk for 7+ years. We had explored other ticketing platforms but landed on Freshdesk for a balance of cost + features.

Pros:

Robust support ticketing platform at a very competitive price. My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way.

Cons:

There's nothing I don't like about Freshdesk. I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why.

Alternatives Considered: Teamwork Desk and HubSpot Service Hub

Reasons for Switching to Freshdesk: The free plan at Freshdesk is robust enough for our needs, and it's very user-friendly.

Jessica
Owner in US
Restaurants, 2–10 Employees
Used the Software for: Free Trial
Reviewer Source

Great Product

5.0 2 months ago

Pros:

Easy to use and able to help when needed

Cons:

There is Not always timely response to live chat.

Adam
Systems Billing Developer in UK
Telecommunications, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Freshdesk is a perfectly acceptable ticketing system

3.0 4 months ago

Comments: Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be added with ease, but at its heart, its limited, with poor filtering, updating and notifying capabilities

Pros:

Interface resizes nicely for screen sharing

Cons:

Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed

Arpad
Senior software consultant in Hungary
Computer Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Comprehensive and User-Friendly Helpdesk Solution

5.0 4 months ago

Comments: Overall, my experience with Freshdesk has been positive. It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries. The tool's multi-channel support and automation capabilities help reduce response times and ensure that customers get timely help. While there are some limitations regarding pricing and advanced reporting, it’s a solid choice for businesses that need a reliable, easy-to-use, online customer support platform.

Pros:

Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.

Cons:

One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.

Frank
Network Administrator in UK
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Freshdesk opinion

4.0 4 months ago

Comments: We used it for several years before eventually moving on, but to be honest, the Helpdesk side of things was very wasy to use

Pros:

It has a very nice UI, which greatly helps in navigating and prioritises ease of use.

Cons:

We had some problems with Account security, but the team offered great support to resolve the issues.

Alternatives Considered: Naverisk and Autotask PSA

Reasons for Switching to Freshdesk: Ease of use and only required a Helpdesk for Ticketing management

Rahul
Solution Architect in US
Computer Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Good ticketing tool!

4.0 3 months ago

Comments: Overall good ticketing tool for small and medium businesses.

Pros:

Easy to use and customize the workflow of tickets as per your business needs.

Cons:

Not all the customizable features are available in the lower plans (subscription).

Alternatives Considered: ZIRA Billing, Autotask PSA and Zendesk Suite

Reasons for Switching to Freshdesk: Better pricing, workflows, automation and ease of use.

Syed
IT Business Partner in Saudi Arabia
Transportation/Trucking/Railroad, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Freshdesk Review

5.0 4 months ago

Comments: overall a wonderful tool in great price , can be a good combination if used alongwith freshsales CRM

Pros:

comprehensive tool for record tickets, manage all team members at one place, customize escalation mechanism, very nice and informative dashboards showing leaders who are solving most tickets

Cons:

making report bit complicated and required tech knowledge

Alternatives Considered: Odoo

Reasons for Switching to Freshdesk: already used in corporate as IT helpdesk Tool, odoo was more expensive

Samuel
Executive Administrator in US
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Stable and reliable.

5.0 2 months ago

Comments: Better than average. It checks all the boxes with various levels for companies to determine what is liked.

Pros:

Simple to use. HTML email. Fast customer support.

Cons:

Not a very current looking Dashboard. Also lacks ability to change what is seen (or tracked).

Alternatives Considered: SysAid

Reasons for Switching to Freshdesk: reliability, stable, no major bugs, HTML email system.

Jack
IT Lead in UK
Primary/Secondary Education, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Simple and easy

5.0 4 months ago

Pros:

It's very easy to use and get set up. It's massively improved our productivity.

Cons:

Sometimes there's something you'd like to do that you'd think would be easy but turns out to not be possible. Sometimes the Freshdesk can be too simple.

Jessica
Game Programmer in US
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

We use Freshdesk daily to solve customer problems

4.0 last year

Comments: 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.

Riyad
Technical Support Engineer in Jordan
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Great Ticket Management Solution

4.0 3 months ago

Comments: Overall, my experience with Freshdesk has been very positive.
I’ve been using the platform for two years, and it has consistently helped improve our team’s efficiency in managing customer support.
The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable.
I also appreciate the detailed reporting features, which provide a clear overview of our support activities at the end of the year.
The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed.
While there are some limitations, like the inability to add static emails in the CC field and occasional challenges with the mobile app, these have not significantly affected my overall experience.
Freshdesk is a reliable tool for managing customer support, and I would recommend it to other teams looking for an intuitive, all-in-one solution

Pros:

What I like most about Freshdesk is its robust ticket tracking system, which allows team leaders to easily monitor the progress of each ticket. At the end of the year, it's also very helpful to have a clear overview of the total number of tickets resolved. Additionally, the automatic reminder feature ensures that customers are notified if they haven’t responded to our emails, which helps maintain effective communication and reduces the chances of unresolved issues

Cons:

The only issue I've encountered is the inability to add a static email address in the CC field by default. This has been a bit problematic, as I sometimes forget to manually add my team’s email when sending emails to customers, which can lead to missed updates

joe
Director of Operations in US
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Simple but powerful ticket system

5.0 10 months ago

Comments: Overall positive feedback. We would like to see features be able to be added on ala cart. we would also like easier integrations such as billing and inventory software to easier manage items being sold.

Pros:

We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day. The field service add on allows us to have customer sign their work order upon completion and keep track of time.

Cons:

Certain features are not ala cart. Depending on the feature you want, you'd have to upgrade your whole plan and get even more features that you might now want. sometimes when we are replying in a ticket, the curser jumps to the beginning. We haven't been able to figure out if its a keyboard combination or shortcut that is doing it, or something else.

Henrico
Director in Bahamas
Hospitality, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Instant access, effortless maintenance and maximum security

5.0 9 months ago

Comments: 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.

Macaulley
IT systems administrator in UK
Insurance, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Great service for use within small companies.

5.0 5 months ago

Comments: Overall we have enjoyed using fresh desk (Free) we do not plan to upgrade in the near future. Although we are looking at some of their other solutions

Pros:

Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with

Cons:

there is some limitations of the free plan. not major for our company

L
Lead Data And Analytics Manager in UK
Nonprofit Organisation Management, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Fresdesk email management for Charity

4.0 last year

Comments: 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.

Anshika
Customer support in India
Education Management, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Freshworks enhances ease of operations, reporting and analytic

5.0 3 months ago

Comments: There was no external support required to configure Freshdesk. We were able to start working after 20 min training. Freshdesk support is always with data and easily accessible.

Pros:

It helps to create ticket with most efficiently and ease and in very short period of time

Cons:

Sometime, it takes too much time to apply filter. And filter remove, and apply filter every time.

Kandra
Reviewer in US
Computer Software, Self Employed
Used the Software for: 1+ year
Reviewer Source

Freshdesk

5.0 5 months ago

Comments: Freshdesk is a cloud-based client care programming that assists organizations with offering easy support across each client touchpoint. Freshdesk enables organizations to screen client discussions across email, telephone, visit, web-based entertainment and texting, further develop specialist efficiency with savvy robotizations, convey self-administration encounters with simulated intelligence chatbots and marked help communities, and screen key execution measurements with strong examination.

Pros:

Extremely valuable for client assistance specialists. With the assistance of Freshdesk, I had the option to offer extraordinary client support to the clients who gave us great organization appraisals.

Cons:

Very good quality logical elements just in beta variant

Maneck
Service Coordinator in South Africa
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Empowered and well managed customer support application.

5.0 12 months ago

Comments: The available platform in reaching out customers it is our service desk as well when we need assistance. Effective engagement within the organization.

Pros:

It is available at all times and in real time access . Notifications are always available. Great customer support and insight for surveys and feedback. Efficient and effective communication.

Cons:

It's the best in all customer services it was easy to set up and customize our signature.

Suyash
Manager in India
Education Management, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Big fan of FD

5.0 3 months ago

Comments: Freshdesk efficiently consolidates customer queries from multiple channels (email, phone, social media, chat) into a unified inbox. This reduces the hassle of managing different platforms separately.

Pros:

Freshdesk’s automation features, like ticket routing, automated responses, and workflow automations, save a lot of time by reducing repetitive tasks.

Cons:

The mobile app is often reported to lack some of the functionality available on the desktop version, making it harder for teams to manage support tickets on the go.

Angela
Research Analyst in US
Education Management, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Enhancing Customer Satisfaction Through Streamlined Support

5.0 3 months ago

Pros:

I like how its omnichannel support in one dashboard which improves the efficiency of our workflows and saves valuable time. I also like its thorough reporting and analytics on response times and other key metrics which enable us to elevate our support quality.

Cons:

Advanced automation and reporting features, are only available in higher-tier plans which may not be ideal for some teams.

Verified Reviewer
Verified LinkedIn User
Individual & Family Services, Self Employed
Used the Software for: 2+ years
Reviewer Source

Use a few different places, professionally.

5.0 9 months ago

Pros:

The ability to type my requests & inquiries instead of having to call or waste a lot of (otherwise valuable) time!

Cons:

Unknown. No comments. N/A DOES NOT APPLY

Praneeth
Executive in India
Insurance, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Freshdesk made work easy!

5.0 7 months ago

Pros:

Freshdesk has simplified my workflow, allowing me to easily track customer emails and cases and work with different teams using a single ticket.

Cons:

While sending the emails to the customer, sometimes, we face text formatting issue

Verified Reviewer
Verified LinkedIn User
Transportation/Trucking/Railroad, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Fresh Desk - Fresh, Fast & Fantastic

5.0 last year

Comments: our overall experience with Fresh Desk has been excellent. its simple to use, easy to manage, and we have had no complaints.

Pros:

we love how freshdesk allows us to manage and organise our tickets for the day, we can group them, split them, merge them and assign in bulk making workload management amazing!

Cons:

not much is included in the lower tiers you have got to go for the pro one to get the advanced automation parts.

Edward Garibaldi
Edward Garibaldi
Analista in Dominican Republic
Verified LinkedIn User
Health, Wellness & Fitness, 1,001–5,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Useful and versatile tool

5.0 10 months ago

Comments: In general I can say that I like using this Freshdesk since it is easy to use and the compatibility with various devices is an extra point in its favor

Pros:

What I like most is that I can attend to my tickets both from my cell phone and from my computer. It allows me to adapt the tool to my workspace.

Cons:

I have no complaints about this tool currently.