Who Uses Freshdesk?

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

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 40,000 customers, including Bridgestone, HP, Harvard University, and DHL.

Freshdesk Details

Freshworks

https://www.freshworks.com

Founded 2010

Freshdesk Pricing Overview

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

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Starting Price

US$15.00/month
See pricing details

Free Version

Yes

Free Trial

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Online

Freshdesk Features

Complaint Management Software
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content
Analytics
Customer Segmentation
Dashboard
Knowledge Management
Multi-Channel Data Collection
Negative Feedback Management
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
Alerts / Escalation
Appointment Management
Call Centre Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Billing & Invoicing
Contact Database
Contract Management
Dispatch Management
Electronic Signature
Inventory Management
Mobile Access
Online Time Clock
Payment Collection in the Field
Quotes/Estimates
Routing
Scheduling
Service History Tracking
Work Order Management
Alerts / Escalation
Automated Routing
Customisable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Cataloguing/Categorisation
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Diagnostic Tools
File Sharing
Real-time Chat
Screen Sharing
Session Recording
Session Transfer
Surveys & Feedback

Freshdesk Reviews

Showing 5 of 2,184 reviews

Overall
4.5/5
Ease of Use
4.5/5
Customer Service
4.6/5
Features
4.3/5
Value for Money
4.4/5
Neal J.
Practice Manager
Computer & Network Security, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 5/12/2019

"Very solid help desk software"

Comments: I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.

Pros: I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Cons: Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

  • Reviewer Source 
  • Reviewed on 5/12/2019
Thabo M.
Managing Director
Mining & Metals, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 16/1/2020

"TMI-SSP (PTY) LTD"

Comments: Wonderful, I really like their 24hrs support system

Pros: With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK. We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Cons: Ease of business
Friendly Interface
Work Anywhere (App or Web)

  • Reviewer Source 
  • Reviewed on 16/1/2020
Amanda B.
IT Support Technician
Publishing, 201-500 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 16/6/2020

"Great value"

Comments: Freshdesk has been phenomenal in my daily workflow to help me reach my customers.

Pros: Freshdesk is pretty simple to use and has a lot of features that you can customize to suit the needs of your business.

Cons: The only issue I have found so far is that the reports don't generate correctly. The data used in the reports don't fit with the criteria.

  • Reviewer Source 
  • Reviewed on 16/6/2020
Sean Y.
Managing Partner
Architecture & Planning, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    2/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    1/5
  • Value for Money
    2/5
  • Likelihood to Recommend
    1/10
  • Reviewer Source 
  • Reviewed on 23/11/2019

"You're on your own"

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.

  • Reviewer Source 
  • Reviewed on 23/11/2019
Verified Reviewer
Managing Director
Computer Software, 2-10 Employees
Used the Software for: 1-5 months
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    2/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 12/4/2020

"It's good enough, but some features are lackluster, too expensive or missing"

Comments: You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.
That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.

Pros: It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.
There are a few nice features when it comes to automation.

Cons: There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying. In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.

  • Reviewer Source 
  • Reviewed on 12/4/2020