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…
Freshdesk - IT
Enhancing the Customer Experience
Recommended Platform !!
Freshdesk Review
Streamlined Support Solutions for Seamless Customer Satisfaction
Freshdesk - Breath of FreshAir
Amazing management tool!
Need improvement in the search engine and history reflection
Freshdesk is a great customer support app
Freshdesk: A Seamless Solution for Streamlined Customer Support
Freshdesk is overall a good product, and I would buy it again
Freshdesk for CRM - Reaching customer with ease.
Super product, super easy to setup and customers love it
Excellent and easy to use support software
How Freshdesk Differs From Its Competitors
Customer Satisfaction
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To the most I could comment that the over all performance has been great and we are through with this
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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
Popular Features
- Ticket creation and submission (142)8.787%
- Email support (138)8.787%
- Organize and prioritize service tickets (141)8.787%
- Ticket response (142)8.686%
Reviewer Pros & Cons
Pricing
Free
$0
Growth
$15
Pro
$49
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.7Organize and prioritize service tickets(141) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.1Expert directory(95) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.4Subscription-based notifications(3) Ratings
Users subscribe to notifications for ticket updates
- 7.6ITSM collaboration and documentation(4) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.7Ticket creation and submission(142) Ratings
Users and agents can easily enter new support requests.
- 8.6Ticket response(142) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.4External knowledge base(116) Ratings
Customers can self-service by searching through help articles.
- 8.2Internal knowledge base(120) Ratings
Internal knowledge base helps agents answer customers' support questions.
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.
- 8.1Customer portal(116) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.2IVR(43) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 8.6Social integration(72) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 8.7Email support(138) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 8.4Help Desk CRM integration(84) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Freshdesk?
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 Integrations
- WordPress
- Mailchimp
- Freshsales
- Google Apps
- Salesforce
- JIRA
Freshdesk Competitors
Freshdesk Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android |
Supported Countries | Worldwide |
Supported Languages | Arabic, 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
Comparisons
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Reviews and Ratings
(504)Attribute Ratings
- 9.8Likelihood to Renew14 ratings
- 9.1Availability4 ratings
- 8.7Performance4 ratings
- 8.9Usability35 ratings
- 8.5Support Rating33 ratings
- 8Online Training2 ratings
- 8.2In-Person Training1 rating
- 8.4Implementation Rating142 ratings
- 8.4Configurability3 ratings
- 9.1Product Scalability4 ratings
- 8.9Ease of integration2 ratings
- 7.9Vendor pre-sale2 ratings
- 8Vendor post-sale2 ratings
- 7.7Social Data Collection22 ratings
- 7.5Social Analytics & Insight21 ratings
- 8.3Social Publishing21 ratings
- 9.2Social Engagement26 ratings
- 9.1Contract Terms and Pricing Model3 ratings
Reviews
(1-5 of 5)Should I buy Freshdesk App for CRM?
- Automation of Queue
- Customised Dashboard
- Customisation of ticket
- System Generated and Custom Trend Analysis
- Dashboard has provision to take 5 types of customer queue in a single dashboard.
- Filter out list of tickets to execute the bulk action which need to be improved.
- Forecast ticket traffic by AI System to give predictions to the User to work on the resources.
- Organize and prioritize service tickets
- 80%8.0
- Ticket creation and submission
- 80%8.0
- Ticket response
- 80%8.0
- External knowledge base
- 70%7.0
- Internal knowledge base
- 70%7.0
- Customer portal
- 70%7.0
- IVR
- N/AN/A
- Social integration
- N/AN/A
- Email support
- 80%8.0
- Help Desk CRM integration
- 80%8.0
- Freshdesk has revised the Cost for their plans which is higher 2X higher for SMB
- Effective Delivering value to the customer as per Business SLA
- Zendesk Support Suite, Salesforce Lightning Platform, Oracle Siebel CRM and Jira Service Management (Jira Service Desk)
- Product Support Engineer: Ticket Handling.
- Technical content writer: People who manage the content of the product and solution documents.
- Product Knowledge People.
- Automation People to handle Integration and automating things in Freshdesk
- Customer Issue Handling
- Trend Analysis to identify area of improvement.
- Transparency with customer
- Slack Integration, I can convert conversation into tickets to measure the efforts
- Jira Integration, I can create tickets to engineering and Product directly for anything
- Sales
- Marketing
- Community Forum
Ease of use
Dedicate the Queue on Customer wise
Dedicate the Queue on Product wise
Automate reports
Automate tickets related activities
- Scalability
- Integration with Other Systems
- Ease of Use
- Contacts Manage
- Solution Page Manage
- Customized Dashboard
- Automate Ticket Fields, Reports, Responses, follow-ups, and so on.
- Easy to Manage and friendly to understand.
- Implemented in-house
- Ticket creation issue
- Acknowledgement to Ticket reporters
- No Training
- Ticket Customisation and Automating the responses
- Scheduling the reports
- Automate ticket field set
- 2 Different CRM tool to integrate is difficult without 3rd party
- Reports are processed in a reasonable time.
- May firewall or SSO implementation might have some challenges of ticket creation in freshdesk.
- Slack
- Jira
- Another CRM tool: Service Now
- Custom API that was used to monitor my product performance and health.
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
- Admin page has become organised
- Previous licence holder account access in the deleted bucket to disable anything scheduled as a report to anyone.
Freshdesk Fever
Freshdesk allows us to have a streamlines process for the typical requests (access to eOLF, the application to file patent applications; or access to MyPage to review a portfolio or make payments) or for generic questions.
- just sending an e-mail opens a ticket
- attachments can easily be added to 'canned responses' (standard letters)
- easy to get statistics
- feedback can be easily asked after the ticket has been resolved
- creating canned responses takes time since copying a word document always gives some errors in the layout, which needs to be corrected a bit with trial and error
- once the name has been fixed of your site, it is hard to change it (a migration process needs to be agreed to copy the tickets, but portal info cannot be copied)
So: I do not know of a better product at the market that works so good for that pricing.
When integrations with internal databases are necessary, it might not be so appropriate.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 90%9.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 100%10.0
- Internal knowledge base
- N/AN/A
- Customer portal
- 80%8.0
- IVR
- N/AN/A
- Social integration
- N/AN/A
- Email support
- 100%10.0
- Help Desk CRM integration
- N/AN/A
- reduced time to log items
- definition of SLA's depending on the type of request
- statistics
Also a dedicated account manager is assigned (if needed). In practice we rarely need to contact him.
In case we had any question, we could simply open a ticket with Freshdesk and the next day we already had an answer.
- Online Training
For us the licenses we have are good enough since we have a rather simple helpdesk.
- the configuration is not really difficult (easy setup)
- it is easy to set up a portal with minimum of time investment
- professional responses can be given to customers
- creating canned responses based on word documents (layout changes)
A fresh look at Freshdesk
- Super easy to organize solutions to customer queries
- Organizes incoming support questions
- Auto-responses to incoming queries
- Automates answers to certain questions
- Organizes assignment of tickets to agents
- Freshdesk provides updates on new features to users but fails to make it clear as to what tier gives users access. I know that upselling is a technique but it makes it frustrating to learn about something new but not be able to use it.
- My customers get confused between my application and Freshdesk. I would like to be able to add some custom text at the top of my support page to explain to users the difference.
- Organize and prioritize service tickets
- 100%10.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 100%10.0
- Internal knowledge base
- 100%10.0
- Customer portal
- 100%10.0
- Email support
- 100%10.0
- Help Desk CRM integration
- 100%10.0
- Excellent ROI
- We never miss customer tickets, ensuring happy customers.
- We have a history of type of complaints.
- Responding to customer questions
- Keeping track of customers questions
- Monitoring agents response time
- Monitoring type of questions being asked by customers
- Allows for analysis of most common support issues.
- Realized that the most common problem is logging in, so we created an easier system for logging in.
- Allows support staff to be located anywhere in the world.
- Created training modules for customers based on customer tickets.
- Implement AI to facilitate tickets
- Price
- Product Features
- Product Usability
- Implemented in-house
- Just getting used to the software
- No Training
My favourite part is the Solutions section where content can be provided to answer questions.
- Closing tickets without notifying users.
- Transferring tickets to technical support
- Triaging tickets
- Setting up FAQ section for customers to use in finding info for themselves.
- In-app ticket
- Some customers get confused and think Freshdesk is our web application.
- Limited customization that would allow for additional explaination.
It includes what I need to have to respond to a ticket. For more than that I login to the desktop version.
- Automations.
- Easy to use.
- Analytics.
- AI support for automatic ticket priority assignment.
- Organize and prioritize service tickets
- 70%7.0
- Expert directory
- N/AN/A
- Ticket creation and submission
- 80%8.0
- Ticket response
- 80%8.0
- External knowledge base
- N/AN/A
- Internal knowledge base
- 80%8.0
- Customer portal
- N/AN/A
- IVR
- N/AN/A
- Social integration
- 70%7.0
- Email support
- 100%10.0
- Help Desk CRM integration
- N/AN/A
- Reduced man hours spent on tickets.
- Faster resolution times.
- Feedback from our end consumers via surveys.
- An influx of tickets on critical days.
- Measuring our specialists’ KPIs.
- Gathering user feedback from our end consumers.
- Analytics on our end consumers’ behavior (we service businesses whose employees use our service).
- A litmus test for AI integration in our app and website.
- Product Features
- Product Usability
- Implemented in-house
- Time management.
- No Training
- Understanding the dashboard is a breeze.
- Ticketing options.
- Automation rules.
- Analytics widgets.
- Our website
- More robust AI features.
Freshdesk added value to our company
- Creating automation rules according to emails received
- Analytics according to tickets created
- Automating ticket reply according to emails
- Canned responses, child tickets creation
- Escalating the ticket according to SLAs defined
- If you need any development, they send it to third-party vendors
- They charge a lot for any small development
- Should have a feature to extract the data from the mail description
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 90%9.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 90%9.0
- Internal knowledge base
- 100%10.0
- Customer portal
- 90%9.0
- IVR
- 100%10.0
- Social integration
- N/AN/A
- Email support
- 100%10.0
- Help Desk CRM integration
- 100%10.0
- It helped us to manage tickets from different platforms at a single place
- Faster resolution to the guests; reduced the first response time from 24 hrs to less than 4 hrs
- Per ticket cost has been reduced to 60%
- Emails from guests
- Solving internal escalation tickets
- Chat Integrated with OYO App
- Creating automated rules to automatically reply to guest queries
- Merging tickets with respect to Booking IDs
- Closing the unwanted tickets via creating rules
- Extracting the hotel details (Like hotel name, Booking ID, check-in date etc.) from email description
- Finance team can create ticket for internal use
- We are planning integrate the chat system with Booking.com
- Country escalation team might be using it for solving property level issues
- Price
- Product Features
- Product Usability
- Implemented in-house
- Rules creation is very slow & not very responsive
- Ticket filter, disposition & sub-dispositions user interface can be improved
- Bulk can be applied on 30 tickets only at maximum
- Service task is not very useful
- Online Training
- In-Person Training
- No Training
- Their technical customer support helped us at 1:00 AM midnight with the issue we were facing.
- They helped us a lot in configuring the tool when we were new to their system.
- They helped us with the Vendor for app development according to our needs.
- They also helped us with the competitive pricing from other vendors.
- If you forget the request you raise they take a follow-up from their end with you.
- Automatic Data Analytics on your tickets
- Automating ticket replies with certain rules
- Integration with the free apps available
- Applying filters
- Doesn't show more than 30 tickets in a single page
- Downloading the analytics report, it is in pdf
- Unbabel, language translation
- Booking.com integration
- API integration
- Merger tool
- Unbabel tool
- Arbaan app
- File import/export
- API (e.g. SOAP or REST)
- The response time of the dashboards increased
- The user interface became better
- Service task & automation became separate entities
- Some configurable changes in free apps
- Feature to select more than 30 tickets at once
- Faster response time in terms of ticket replies