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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 50,000 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, Aruba, Australia, Austria and 111 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, Aruba, Australia, Austria and 111 others

Languages

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

Freshdesk videos and images

Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard
View 6 more
Freshdesk video
Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - 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
  • CRM
  • Call Centre Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Cataloguing/Categorisation
  • 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/Voice Recognition
  • 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
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • 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
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

Freshdesk Alternatives

Front is how companies scale customer support, combining the efficiency of a help desk with the familiarity of email. Learn more about Front
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer Learn more about Salesforce Service Cloud
Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.
ServiceDesk Plus helps IT and other enterprise departments to build their own custom help desks with unique workflows and automations.
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
With 15+ years in the agile space, Jira offers teams the top tools and best practices to provide the right foundation for growth. Learn more about Jira
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
monday.com is a cloud Work OS, where teams run their projects and everyday work, whether they are in the office, home or on-the-go.

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
Saskia
Saskia
Senior Director Sales Marketing in US
Verified LinkedIn User
Restaurants, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Convenient and reasonably priced

5.0 9 months ago

Comments: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.

Pros:

We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.

Cons:

There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.

Jacqueline
Director of Technology in US
Education Management, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Freshdesk -small IT Team, large campus. NO problem!

5.0 last week New

Comments: My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple to implement. We started out with the free trial and quickly decided to purchase the Pro version. Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an existing email address made the transition process transparent to the rest of the community.

Pros:

We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible!

Cons:

We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this.

Alternatives Considered: Asset Essentials

Reasons for Choosing Freshdesk: We made the switch from Spiceworks to Freshdesk because we became frustrated with some of the limitations we were finding with our current solution at the time. We appreciate the clean and modern interface with simple to use reporting and slick dashboard metrics.

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to Freshdesk: We actually did purchase another solution for our Operations dept. but quickly found that it would not fit our needs in IT. We are so glad we went with Freshdesk because the other vendor made a 1yr commitment so cost prohibitive that the school was forced to enter a 3 yr. contract for a new software application. Needless to say, the other vendor did not live up to expectations. I am thankful for Freshdesk every time I have to engage in a support ticket with the other vendor.

Jeff
CEO in Canada
Design, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

3.0 4 years ago

Comments: Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Pros:

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING. To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period. If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe. If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Cons:

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"? Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Alistair
Commercial Director in South Africa
Computer Software, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Good software, support a let down

4.0 3 months ago

Comments: Painful in terms of getting what we need. The software is good but everything else around it is a let down

Pros:

The system is comprehensive with a lot of features and plugins

Cons:

The setup process was painful. Call after call booked in with nothing really being achieved. We ended up figuring most things out ourselves. Ongoing support when there are issues is painfully slow and I feel most of the guys supporting don't understand the system fully themselves

Alternatives Considered: Front and Zendesk Suite

Reasons for Choosing Freshdesk: Useresponse had good software but was limited to WhatsApp integration and we use telegram which didn't work effectively. [sensitive content hidden] was particularly unhelpful when we were over charged and refused a refund even though it was a system issue. On principle we left.

Switched From: UseResponse

Reasons for Switching to Freshdesk: Freshdesk ticked more boxes and worked better with the team. We had very specific asks around Telegram and the way our company works and this was the only product that could accommodate

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 4 weeks ago New

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.