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 110 others

Languages

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

Freshdesk pricing

Starting Price:

$0.00
  • Yes, has free trial
  • Yes, has free version

Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at $0.00.

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 110 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
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Call Center Management
  • Call Monitoring
  • Call Recording Software
  • Cataloging/Categorization
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Contact Management Software
  • Content Management System (CMS) Software
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Discussions / Forums
  • Dispatch Management
  • Electronic Signature
  • Email Management Software
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Full Text Search
  • Incident Management Software
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking Software
  • Job Management
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • On-Demand Recording
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Planning/Scheduling
  • Queue Management
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Routing
  • Scheduling Software
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management Software
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Web-based Deployment
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management Software

Freshdesk Alternatives

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Drive growth with Sales Cloud 360, the best-in-class sales solution that drives rep productivity on the world's #1 CRM platform.
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers.
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels.
Kayako - Straightforward Live Chat to quickly connect for customer service across devices and platforms.
Gorgias is an all-in-one customer service, customer support, and live chat helpdesk for Shopify, Magento & BigCommerce stores. Learn more about Gorgias

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
Daisy
Daisy
Integration Partner Manager in Belgium
Verified LinkedIn User
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

All-in-one solution and gradually extendible

5.0 2 months ago New

Pros:

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Cons:

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Nici
SEO and Social Media Consultant in Australia
Marketing & Advertising, Self Employed
Used the Software for: 2+ years
Reviewer Source

Useful Help Desk/Call Centre Package

5.0 2 months ago New

Comments: I used this software whilst running a software helpdesk/call centre. At the time I compared all the alternatives and felt it was the best one for the price.

Pros:

Email management and the ability for connected issues to be linked was really impressive.

Cons:

Integration with Jira would have been a great feature.

Alternatives Considered: Zendesk Suite

Reasons for Switching to Freshdesk: It was cheaper at the time than Zendesk and had similar functionality.

Ray
Ray
Founder in Australia
Verified LinkedIn User
Marketing & Advertising, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

Great for a knowledge base, but doing poor on the rest

2.0 2 weeks ago New

Comments: Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.

Pros:

The knowledge base system provides a few options Knowledgebase can be offered to your team and to your clients The user controls allow for different users across platforms Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets Can send and receive emails from your inbox

Cons:

The app is far the worst part of the product as it's buggy, unreliable and slow Email management basics are missing or inefficient The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary The support teams are challenging to deal with and you have to repeat the same information over and over Freshdesk lacks in its features when it comes to separating responses The tool does not know how to override the from address when another agent is in vs. assigned Filters are limited The auto-reply detection does not work as tickets get created from auto replies all the time Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process

Alternatives Considered: Kayako, HubSpot CRM, and Zendesk Suite

Reasons for Choosing Freshdesk: We wanted to better manage our customer service emails and client management.

Switched From: Google Workspace

Reasons for Switching to Freshdesk: It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead.

Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent customer support ticket system

4.0 4 months ago

Comments: Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Pros:

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Cons:

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Sushant
Sushant
Co-Founder in India
Verified LinkedIn User
Education Management, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Great tool to provide superior customer experience

4.0 4 weeks ago New

Pros:

Integrations within the Freshworks product suite make things super simple. I liked the smooth integrations with Freshchat and Knowlarity. Freshdesk also provides the API to fetch all the data to push to our internal system. We used that to build our reports on top of Freshdesk.

Cons:

Reporting around ticket management can be improved. We had to build our internal reporting while using Freshdesk. The combined reporting of Freshchat & Freshdesk would have helped a lot as well so that we don't have to look into two different systems. Also, their Freshchat bots were very expensive so we relied on our internal categories.

Alternatives Considered: Verloop