Freshdesk

Affordable customer support software.

4.3 33 Reviews
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Freshdesk is focused on making sure it offers a broad set of features for every channel a customer service & customer support software team wants to engage with users in. Freshdesk comes with excellent customer services for traditional channels such as email and phone as well as modern channels like chat, forums and social media, with a ticketing helpdesk that is tightly integrated with all these channels.
Freshworks Inc
2010
United States
6 Industries
1 Language

Screenshot & Video

1/5

LICENSING & DEPLOYMENT

SUPPORT

  • Email
  • Chat
  • Phone
  • 24x7 Support

Training

  • Webinar

Knowledge Base

  • Help Guides
  • Video
  • Blog
  • Webinar

Freshdesk Core Features

Help Desk

  • Analytics & Reporting
  • Alerts
  • Customer Review
  • Customization
  • Dashboards
  • Email Integration
  • Escalation
  • Interaction Tracking
  • Knowledge Base
  • Live Chat
  • Multi-Channel
  • Multilingual
  • Response Template
  • SLA
  • Ticketing Management

Customer Service

  • Alerts/Notifications
  • Escalation
  • Feedback Management
  • Help Desk
  • Knowledge Base
  • Live Chat
  • Response Templates
  • Self-Service Portal
  • Social Media Integration

Live Chat

  • Chat Bots
  • Proactive Chat
  • Reports & Analytics
  • Visitor Tracking

Ticketing

  • Customer Portal
  • Event Ticketing
  • Membership Management
  • Mobile Ticketing
  • Online Ticketing

Project Tracking

  • Milestone Tracking
  • Percent-Complete Tracking
  • Status Tracking
  • Time & Expense Tracking

Email Management

  • Email Monitoring
  • Multiple Accounts
  • Response Management
  • Routing

Freshdesk Pricing

Pricing Type

  • Flat Rate

Preferred Currency

  • USD ($)

Free Version

  • Yes

Payment Frequency

  • Monthly Payment
  • Annual Subscription

Plans & Packages

Growth
$11.96 Per Month
Automation
Collision Detection
1000+ marketplace apps
In-depth helpdesk report
SLA management & business hours
Custom Email Server
Custom Ticket Views
Custom ticket fields & status
Custom SSL
Easily track time spent by agents on tickets
24x5 ph
Pro
$43.08 Per Month
Multiple products
Includes up to 5000 Collaborators
Round-robin routing
Custom Roles
Custom objects
Custom Reports and Dashboards
Segment customers for personalized support
Customer journey
Canned forms
Manage versions in knowledge base
Community
Features
  • This plan includes all the features from Growth plan
Enterprise
$68.22 Per Month
Unlimited products
Sandbox
Easily manage agent shifts across time zones
Audit log
Skill-based routing
Knowledge base approval workflow
Flexible knowledge base hierarchy
IP range restriction
Features
  • This plan includes all the features from Pro plan

Freshdesk Reviews

4.3 33 Reviews
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By the help of this platform lot of our time is saved

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

At LearnWorlds, we use FreshDesk. We have been using this software for almost 10 years. FreshDesk supports an omnichannel functionality that combines ticketing software, calls, and chats under the same account.

How long have you used Freshdesk?

10 Years

How frequently you use Freshdesk?

Daily

What do you like the most about Freshdesk?

Time-consuming processes can be automated by integrating with popular tools like Slack, Jira, Asana, etc.

What do you like the least about Freshdesk?

There are some minor technical issues that appear intermittently, but nothing really important that affects day-to-day operations.

Kevin Turner

Freshdesk is a cloud-based help desk solution that enables businesses to manage client inquiries

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

We The Grilling Master use Freshdesk, Businesses may manage customer support requests and inquiries in an effective and organized way by using help desk software. *Freshdesk* is one of the programs that I would recommend. With a focus on multi-channel assistance, Freshdesk is a cloud-based help desk solution that enables businesses to manage client inquiries through email, phone, social media, and more. Additionally, it provides capabilities like automation, knowledge base management, and ticket management. Freshdesk's gamification function is one of its special features; it enables companies to instigate friendly competition among the members of their support team by setting up leaderboards and awards for top performance. This could encourage team members and boost productivity.

How frequently you use Freshdesk?

Daily

Jordan Farrar

Freshdesk help businesses track and analyze key metrics

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

We Akoca SEO use Freshdesk. Freshdesk is the best-helping desk for IT firms. Freshdesk provides a range of reporting and analytics features that help businesses track and analyze key metrics related to their customer support operations. It allows businesses to create customizable dashboards that display key metrics such as ticket volume, response times, and customer satisfaction scores. This provides a real-time view of the performance of the support team and helps businesses identify areas for improvement. Also, it offers a variety of standard reports that provide insights into the performance of the support team. These reports include ticket reports, agent reports, and SLA reports. The reports can be customized to specific needs, such as custom fields, filters, and grouping. It also provides trend analysis and cohort analysis.

How frequently you use Freshdesk?

Daily

Nazmul Hasan

Freshdesk boasts an incredibly user-friendly interface that facilitates ease of navigation

Rating Breakdown

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  • Features
  • Customer Support
  • Overall Rating

Review Summary

I am delighted to share that our company AI Buster has been utilizing Freshdesk as our Help Desk Software for the past three years. Freshdesk is an outstanding cloud-based customer support software that offers multi-channel support, including email, phone, chat, social media, and a self-service portal. When it comes to PROS, Freshdesk boasts an incredibly user-friendly interface that facilitates ease of navigation and utilization by our team. It presents a range of features, including automated ticket routing, custom ticket statuses, and canned responses, that have not only helped us save precious time but also streamlined our customer support processes significantly. On the flip side, however, Freshdesk may occasionally experience sluggishness, primarily when processing high volumes of tickets. Moreover, the pricing structure can be a tad steep for small businesses, especially when compared to some of their competitors.

How frequently you use Freshdesk?

Daily

FreshDesk\'s ticketing system is straightforward to use, and it comes with numerous helpful features

Rating Breakdown

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  • Features
  • Customer Support
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Review Summary

If manual email and social media customer service are becoming too much for your team to manage, Freshdesk is a great way to ease the burden. We at Trusted are using FreshDesk for sometime now and it’s incredibly affordable, and there’s a limited free forever plan with unlimited agents to try it out before you invest a single penny. With Freshdesk, you can streamline conversations across channels in one place, create contextual conversations with anyone, automate repetitive processes to save time, automatically share solution articles, and easily monitor your team’s performance.

How long have you used Freshdesk?

200 Days

How frequently you use Freshdesk?

Daily

What do you like the most about Freshdesk?

Multi-channel team inbox

Agent collision detection

Custom ticket statuses

Scenario automations

Canned responses

Shared ownership and huddles

Linked tickets

Time tracking

Scheduling dashboard

Event and time-based automations

AI-powered chatbots

Knowledge base capabilities

FreshDesk has been an overall good choice for us, though it’s not perfect.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

My company uses FreshDesk. What I like about it is how secure it is and how generally easy it makes customer support. It is also very customizable, so we are able to gain specific insights and automation assistance where we need it. However, the learning curve was pretty steep, so it takes a bit of time to train new employees. It is also more expensive than I would like, and you have to pay more to get access to the features that are actually helpfu

How long have you used Freshdesk?

50 Days

How frequently you use Freshdesk?

Daily

I\'m in love with the FreshDesk\'s exceptional features and customer support.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
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Review Summary

When it comes to  help desk software at RoverPass, it doesn’t get much better than Freshdesk. Freshdesk provides users with a highly effective platform that starts at a mere $15 per month. It works great for both small and midsize businesses. The interface is intuitive and easy to understand, and it organizes tickets in a way that is super simple to navigate.

How long have you used Freshdesk?

251 Days

How frequently you use Freshdesk?

Daily

One of the best feature is that it has a mobile app that can be used easily.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

This is the software currently being used in our company. It has a scalable architecture which can be expanded to the business site and that's one of the reasons why we chose this software. With this software, you can do different tasks like social media integration, tracking the performance of members, analyzing the business process and more. You can start it in free trial and then choose the plan you need depending on your requirement when your free trial is up.

How long have you used Freshdesk?

188 Days

How frequently you use Freshdesk?

Daily

Excellent features that make FreshDesk stand apart from the crowd.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

Freshdesk is our preferred help desk software at CocoSign. We use it for providing remarkable customer service as it converts requests from email, phone, chat, web, and social into tickets and unifies ticket resolution across channels. It also helps automate workflows, manage SLAs, measure metrics, and provide self-services for the best customer support. Some of Freshdesk’s pros include top-class gamification features, scenarios to increase agent efficiency, and its free tier lets smaller customers have a real feel for the system over a prolonged period. However, the software doesn’t offer a lot of flexibility, and its key features are only available at the highest pricing tiers.

How long have you used Freshdesk?

2 Years

How frequently you use Freshdesk?

Daily

One of the best and affordable option for small businesses.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

We at Build a Head have been using Freshdesk as our software for a few months and so far, I'm really liking it. It's easy to use, it allows for various forms of communication with customers, and it converts all incoming requests into "tickets" and you can unify ticket resolution across channels. It also offers chatbot support, which is helpful to my team.

How long have you used Freshdesk?

150 Days

How frequently you use Freshdesk?

Daily

FreshDesk offers chatbots and other AI-powered predictive support systems.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

I use Fresh desk at my company. It is one of the most popular and highly rated customer service software. If you want to provide excellent services to your customers and your staff, then you can go for FreshDesk.The best thing is a cloud-based software. It converts requests from any platform like email, chats, phone, web, social into tickets. The use of AI systems and Chatbots is the need of the hour. The reason is this software provides outstanding customer service. Its multi-channel support and AI-powered tools are best in class. The cons mentioned below are negligible and stand no way in front of its pros. A great thumbs up to this software.

How long have you used Freshdesk?

300 Days

How frequently you use Freshdesk?

Daily

What do you like the most about Freshdesk?

Offers Chatbots

Automate Workflows Field Service Management

Cloud-Based operations

Provides AI-powered predictive support systems.

What do you like the least about Freshdesk?

No video communication tool

The email Formatting process is annoying

Extremely helpful with SaaS based companies!

Rating Breakdown

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  • Features
  • Customer Support
  • Overall Rating

Review Summary

My name is Adam Korbl. I’m a business owner of iFax and have had years in business. When it comes to customer service, Freshdesk is my go-to option. It’s cost effective, quick and most importantly, it’s easy to use. In addition, it comes with excellent integration options and offers multiple ways to raise tickets.

How long have you used Freshdesk?

90 Days

How frequently you use Freshdesk?

Daily

I\'d recommend it to all small business owners!

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

I'm Brian Nagele, one of the co-founders and CEO of Restaurant Clicks. We offer digital marketing services for restaurants. Freshdesk is the best help desk software for small businesses hands-down. No matter if a request comes in through email, social, or phone, it converts them into tickets that can be resolved across channels. Plus, you can add features like self-service and measure metrics all in one place.

How long have you used Freshdesk?

90 Days

How frequently you use Freshdesk?

Daily

One of the best help desk software in the market. Highly Affordable and Easy to Use.

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

I am Kyle MacDonald from Force by Mojio. Force by Mojio provides the best in class GPS fleet tracking for small businesses. My company uses Freshdesk as our help desk software. There's a lot we like about the software. It's designed for small businesses like ours and offers a free version, which is what we used for the first few years in business when we were focusing on cutting costs. We currently use a tier that is $29/agent per month, which is much less than some competitors offer. The UI is extremely user-friendly and allows us to easily monitor and organize any ongoing issues. Ticket resolution was a nightmare when we were organizing everything manually; Freshdesk lets us automate parts of the process and even has a gamification feature.

How long have you used Freshdesk?

100 Days

How frequently you use Freshdesk?

Daily

Lucía Santagata

Excellent tool for keeping in touch with your clients

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

In my teams we have to deal with a lot of clients and its demands. Communicating only via e-mail tends to be problematic, as some mails end up being unread or dismissed by mistake. Freshdesk creates tickets when the clients send us a message, so it's easy to track the issues, give an answer according to the situation and, best of all, we can search for old issues when neccesary easily.

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