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Freshdesk

Freshdesk

Overview

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets…

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Learn from top reviewers

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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Free

$0

Cloud
Up to 2 agents

Growth

$15

Cloud
per month (billed annually) per agent

Pro

$49

Cloud
per month (billed annually) per agent

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.freshworks.com/freshdesk/pr…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

8.1
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.4
Avg 7.7
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Product Details

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot, predictive support capabilities, and field service management.

Freshdesk boasts over 50,000+ customers including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, Chargebee, Grofers, and PhonePe as Freshdesk users, to help them provide faster customer service.

Freshdesk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Freshdesk Video

Freshdesk - Customer Service Software

Freshdesk Integrations

Freshdesk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide
Supported LanguagesArabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)

Frequently Asked Questions

Freshdesk starts at $0.

Zendesk Suite, Zoho Desk, and Kayako are common alternatives for Freshdesk.

Reviewers rate Email support highest, with a score of 9.

The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews From Top Reviewers

Companies can't remove reviews or game the system. Here's why
(1-5 of 239)

Works for small companies

Rating: 5 out of 10
November 23, 2024
KW
Vetted Review
Verified User
Freshdesk
2 years of experience
Verified on LinkedIn
Freshdesk does the job for smaller organizations, particularly if they only need a ticketing system. Freshdesk's other features, like user forums and knowledgebase management, are lacking. For example, the knowledgebase article editor is cumbersome, and article organization options are limited. It's also difficult to restrict portal access to certain types of users, so Freshdesk works better for public-facing information. The features, such as custom objects, that Freshdesk includes to supposedly make it a pseudo-CRM do not work well in practice. Finally, there are numerous obvious API endpoints that don't exist.

The Best CRM solution on the Market.

Rating: 10 out of 10
September 19, 2024
AS
Vetted Review
Verified User
Freshdesk
3 years of experience
We have been using Freshwork CRM for quite some time now, and the best part of using it is its reliability. Easy to use and understand, the vast options in Freshdesk to use automation and API make it an allrounder in all departments, whether it's a Chat platform or their Ticketing platform. Their Support team is available 24 x 7, and the executives are well equipped to help you resolve any concern that arises while using the software. They even have quarterly/half-yearly catchups with their clients to understand the business goals and align themselves accordingly.

Freshdesk - A Must Have Software For Any SAAS Company

Rating: 6 out of 10
September 12, 2024
LK
Vetted Review
Verified User
Freshdesk
6 years of experience
Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.

Freshdesk is the Best

Rating: 10 out of 10
November 21, 2024
NH
Vetted Review
Verified User
Freshdesk
2 years of experience
Email went down but users could still use Freshdesk where is it was email only we wouldn't get support tickets, not really a lot to say as it just does what it is supposed to do

Freshdesk : A Masterpiece and value for money.

Rating: 10 out of 10
November 01, 2024
MM
Vetted Review
Verified User
Freshdesk
4 years of experience
If a query is based on certain keywords as per the Automation rules, sometimes it may land into a different query, and even if the watcher name is excluded, it still receives the email. Freshdesk needs to have an option so that if any user wants to opt out of a certain campaign and its associated email, he should not receive any email regarding the same.
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