--- description: Review of Freshdesk Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Freshdesk | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/255/customer-service/software) > [Freshdesk](/software/110247/freshdesk) # Freshdesk Canonical: https://www.softwareadvice.ie/software/110247/freshdesk Page: 1 / 140\ Next: [Next page](https://www.softwareadvice.ie/software/110247/freshdesk?page=2) > Freshdesk is a cloud-based customer service solution that helps businesses resolve customer queries across every customer touchpoint. Freshdesk enables businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers and monitor key performance metrics with powerful analytics. Additionally, the platform offers powerful analytics and reporting capabilities, allowing businesses to gain valuable insights and make data-driven decisions to optimize their customer service. > > Verdict: Rated **4.5/5** by 3470 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 3470 Reviews | | Ease of Use | 4.5/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Freshworks - **Location**: San Mateo, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: US$19.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: It is available for $0 for 2 agents for 6 months - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese - **Available Countries**: Albania, Algeria, Argentina, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Benin, Bosnia & Herzegovina, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia and 100 more ## Features - AI Copilot - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Analytics - Archiving & Retention - Assignment Management - Automated Responses - Automated Routing - Automatic Call Distribution - CRM - Call Centre Management - Call Monitoring - Call Recording - Call Routing - Canned Responses - Case Management ## Integrations (78 total) - Adobe Commerce - Aircall - Ameyo - BigCommerce - Box - CS-Cart Store Builder - Campaign Monitor by Marigold - Capsule - ChargeDesk - Coevera - Constant Contact - CustomerGauge - Dropbox - Easy Insight - Five9 ... and 63 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Customer Service Software](https://www.softwareadvice.ie/directory/255/customer-service/software) ## Related Categories - [Customer Service Software](https://www.softwareadvice.ie/directory/255/customer-service/software) - [IT Ticketing Systems](https://www.softwareadvice.ie/directory/1630/it-ticketing/software) - [Complaint Management Software](https://www.softwareadvice.ie/directory/499/complaint-management/software) - [Customer Engagement Software](https://www.softwareadvice.ie/directory/508/customer-engagement/software) - [Customer Communications Management Software](https://www.softwareadvice.ie/directory/4742/customer-communications-mngt/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.ie/software/2764/salesforce-sales-cloud) — 4.4/5 (18803 reviews) 2. [Zendesk Suite](https://www.softwareadvice.ie/software/26892/zendesk-talk) — 4.4/5 (4090 reviews) 3. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1787 reviews) 4. [LiveChat](https://www.softwareadvice.ie/software/27068/livechat) — 4.6/5 (1727 reviews) 5. [HelpDesk](https://www.softwareadvice.ie/software/150799/helpdesk) — 4.6/5 (182 reviews) ## Reviews ### "Reliable and User-Friendly Customer Support Platform" — 5.0/5 > **Nitish** | *27 June 2026* | Computer Software | Recommendation rating: 10.0/10 > > **Pros**: Freshdesk offers an intuitive interface that makes ticket management simple and efficient. The automation features help reduce manual work, and the multi-channel support allows teams to handle customer inquiries from email, chat, and social media in one place. The reporting and analytics tools also provide useful insights for improving customer support performance. > > **Cons**: Some advanced features are only available in higher-tier plans, which may not be suitable for smaller businesses. The customization options for certain workflows and reports could also be more flexible. Occasionally, setting up complex automations requires additional learning > > My experience with Freshdesk has been very positive. It has helped streamline customer support operations by organizing tickets efficiently and improving response times. The platform is easy to navigate, reliable, and packed with useful features that enhance both agent productivity and customer satisfaction. ----- ### "Useful Reporting That Helps Improve Team Performance" — 4.0/5 > **Abhishek** | *24 June 2026* | Financial Services | Recommendation rating: 10.0/10 > > **Pros**: The reporting dashboard provides valuable insights into ticket volumes, response times, and overall team performance. Having this information readily available has made it easier to identify trends, monitor service quality, and make better operational decisions. The reports are easy to understand and support continuous improvement across the support team. > > **Cons**: The available reports cover most daily needs, but greater flexibility for creating custom dashboards and exporting detailed analytics would provide additional value for managers who require deeper operational reporting. ----- ### "A solid and scalable customer support platform" — 5.0/5 > **Arnaud** | *14 May 2026* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: Freshdesk's ticketing system is well-designed and easy to navigate. Automated workflows, canned responses, and SLA management significantly reduce response times. The multi-channel support — covering email, chat, phone, and social — all in one place is a major advantage for customer support teams. > > **Cons**: The reporting and analytics features can feel limited on lower-tier plans. The interface can occasionally feel cluttered when managing a high volume of tickets. Some integrations and advanced automation rules require the more expensive plans, which may not be accessible for smaller teams. > > Freshdesk has grown into a solid customer support platform. The addition of Freddy AI for smart ticket suggestions and automated responses has noticeably improved team efficiency. It works well for both small support teams and larger operations. Setup is relatively straightforward, and the support documentation is thorough. ----- ### "Very good ticketing platform for SMB" — 5.0/5 > **David** | *17 April 2026* | Computer Software | Recommendation rating: 10.0/10 > > **Pros**: It's generally an easy platform to navigate. The overall UI is clean, modern, and not too cluntered. The ability to build a "support portal" for your end users is a great additional feature. It also has a native asset management platform that integrates and sycns with Intune and JAMF. Native onboarding and offboarding services is good. The workflow automations is good as well. > > **Cons**: Though there are a lot of features and functionalities, the customization is slightly limited. The overall UI is easy to navigate however fully configuring the tenant and everything does require a good of time and tweaking. And when you need to modify a field or something, it's not intuitive where the setting is exactly. There's just too many options at the admin page and can get confusing. Workflow builder is slightly limited in function as well. > > For the cost, FreshDesk is a great ticketing platform. Once fully configured it works well and the support portal you can build for your end users is a great feature to have. Their market place for integrations is pretty good as well with all the common/popular apps. There is a lack in what you can customize though (specifically with the support portal and workflow builders). ----- ### "Internal notes improved teamwork without confusing customers" — 5.0/5 > **Pallavi** | *6 July 2026* | Computer Software | Recommendation rating: 9.0/10 > > **Pros**: Our support agents frequently collaborate with engineering and billing teams, and internal notes became one of the most valuable features we used. Team members could discuss solutions within the ticket while keeping customer communication separate, which reduced misunderstandings and avoided unnecessary back-and-forth with customers. > > **Cons**: As discussions become longer, finding important updates within internal notes can take time. Better organization through threaded conversations or highlighted decisions would improve collaboration on complex tickets. ----- Page: 1 / 140\ Next: [Next page](https://www.softwareadvice.ie/software/110247/freshdesk?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/110247/freshdesk) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data