About Freshdesk












Freshdesk pricing
Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$15.00/month.
Alternatives to Freshdesk
All Freshdesk Reviews Apply filters
Browse Freshdesk Reviews
All Freshdesk Reviews Apply filters

- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
About Freshdesk
My overall experience with Freshdesk has been positive. The platform is user-friendly and offers great features like multi-channel support, automation, and a helpful knowledge base
Pros
Freshdesk is Easy to Use and it allows Automation & Workflow Management.
Cons
In Freshdesk there is a limited customization.
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Perspective on fresh disk
Pretty good been using it for years in my company
Pros
That it's cloud based and easily accessible also it gives you trial to try it first for free
Cons
How much they changed the features for the free version
Reasons for Switching to Freshdesk
It offered better overall experience and easier interface in my opinion- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
You get what you pay for
It really did feel like a big downgrade from Zendesk. I was hoping to be proved wrong in how big of a downgrade it was, but it's quite significant from the onboarding, support, and functionality. If you're just looking for a simple customer support platform on a budget, then Freshdesk is for you. If you're looking for more, you need to spend more.
Pros
When compared to Zendesk which is what we switched from to save money, Freshdesk was much cheaper and our support team found it a bit easier to use. That's where the pros stop, I wish we didn't switch because it really handcuffs my marketing team in regards to what we want to do.
Cons
If you're looking to customize your helpdesk, Freshdesk is not for you. The customization in Freshdesk is very minimal when compared to a Zendesk specifically. I think there are lower cost alternatives to Freshdesk that offer more.
- Industry: Pharmaceuticals
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
To arrange the best quick and helpful response
Pros
I loved Freshdesk's ability to achieve immediate response across all the channels we use. Freshdesk's ticketing system is powerful, all inquiries are turned into tickets and automatically transferred to the relevant member's panel. The chatbot is great, easy to set up and can cover more than one language at the same time, fast, and accurately understands the content of inquiries to simplify customers' access to the services they need easily.
Cons
There are no negatives to mention. Freshdesk is straightforward, easy to set up. Its arrangement of transferred tickets according to importance is excellent.
- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Freshdesk Review by Administrative Coordinator
Customer support for 24/7/365 is the main benefit.
Pros
I am able to offer live chat to our customers which help resolve issues rapidly.
Cons
It depends on internet connection due to lack of offline access.
- Industry: Education Management
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Excellent email management tool for a shared customer service team
Freshdesk has been a great tool for my small-medium business for a number of years now, and has improved customer service and efficiency considerably.
Pros
I've been using Freshdesk for my small business customer care team for about 5 years. It is very user friendly and all team members have found it really simple to navigate and use successfully.
The app has also improved dramatically over the past few years and is a very useful feature for checking client responses on the go.
I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets to certain agents for actioning.
We also use the tagging feature a lot and due dates for tickets that need to be actioned on a specific day.
Cons
The admin panel is less user friendly and I'm restricted to having to setup all automated processes, canned responses myself as my team finds it too difficult.

- Industry: Health, Wellness & Fitness
- Company size: 51–200 Employees
- Used Daily for Free Trial
-
Review Source
Freshdesk is the easiest!
Good it was super easy to learn to use and so helpful for getting things done quickly. Keeps you connected to all the right companies and all your team mates.
Pros
Set up was very easy. It takes no time to learn the ins and outs of Freshdesk. One of the best thing was that the tickets are sorted and you can respond to the most important quickly. The AI easy responses are also great because that gives you more time to do other things.
Cons
The only thing I remotly disliked was was the price Pro is almost 60.00 a month if you pay monthly .
- Industry: Airlines/Aviation
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Help desk and simple call center
Freshdesk notifies the team on updates on the account.
Pros
Freshdesk is easy to create and set automatic responses to incoming emails which keeps clients engaged and waiting for final response from support team.
Cons
It sometimes slow down and resumes later.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Weekly for 1-5 months
-
Review Source
An efficient answer for advanced ticketing with powerful features
I have used Freshdesk with great success, focusing on product support and I would 100% recommend it for that. Nowadays a few of our clients use it in the MSP space and it is great for analytics and ease of configuration. But it doesn’t integrate with a lot of the other tools, which can be improved.
Pros
It's a great solution for advanced ticketing, automated workflows, and omnichannel support. This has made team collaborations easy while working on customer issues. The interface is very user-friendly, and our teams have found it easy to get started quickly too.
Cons
There are areas where Freshdesk falls short, particularly in terms of billing and project management. It could also be better integrated with other tools. And finally, the reporting features could be more customizable as well.
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
-
Review Source
Flexibility and accessible
It is a user-friendly interface and has flexibility scalability features
Pros
Its best in online tracking and its s Security system software is maverick
Cons
I haven't got any problem with it form start
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Good software, support a let down
Painful in terms of getting what we need. The software is good but everything else around it is a let down
Pros
The system is comprehensive with a lot of features and plugins
Cons
The setup process was painful. Call after call booked in with nothing really being achieved. We ended up figuring most things out ourselves.
Ongoing support when there are issues is painfully slow and I feel most of the guys supporting don't understand the system fully themselves
Reasons for Choosing Freshdesk
Useresponse had good software but was limited to WhatsApp integration and we use telegram which didn't work effectively. [sensitive content hidden] was particularly unhelpful when we were over charged and refused a refund even though it was a system issue. On principle we left.Switched From
UseResponseReasons for Switching to Freshdesk
Freshdesk ticked more boxes and worked better with the team. We had very specific asks around Telegram and the way our company works and this was the only product that could accommodate- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Daily use of Freshdesn
Fantastic, used it for all of my professional career within the IT Industry and i will continue to use it.
Pros
I can only speak for the features i use but i used and even pushed to use freshdesk at all my employments. I honestly don't think i could do my job as well as i do without it. The ease of use is great, the ability to see what jobs are coming in and being able to manage them is critical.
Cons
I do not have any cons about this product.
Alternatives Considered
Spiceworks Cloud Help DeskReasons for Switching to Freshdesk
Freshdesk have just become the norm for me. I will always recommend it because of its ease of use and features.- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Freshdesk - Simply
Pros
The ability to setup up multiple channels direct for specific clients. The call routing of DDI’s and reporting is important to monitor KPI’s.
There are lots of great features such as automations which is great when you are an active Helpdesk dealing with hundreds of tickets daily.
Cons
Some of the changes on reporting when they discontinued the legacy reports and moved to analytics has been poor as dependant on your setup the data isn’t always accurate or easy to digest.
Reasons for Switching to Freshdesk
Based on cost and features Freshdesk at the time seemed the better option for our business needs.- Industry: Information Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Very practical. Simply adding innovation and superiority to your work.
Best tool and effortless services. Easy application and reliable outcome. Automation is real.
Pros
Freshdesk is full of benefits. It is a user friendly software which has no limit on application especially handling workflows. Communication has its place in the software and it is easy to reach people at any time. It is the best software for ensuring customers are happy with your Services always.
Cons
Freshdesk has no cons. I like everything about it. Truly appreciate.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Efficient Scalable Solutions for Customer Support Teams
Freshdesk has transformed the way we handle customer support. With automation features and ticket management, we can stay organized and respond on time to keep our customers satisfied. Freshdesk integrates perfectly with CRM solutions and other business platforms, thus centralizing customer information for much more personalized and effective service. It took some time to set up and get used to, but the productivity of our team over the long haul has been considerable along with the engagement with the customers, that said, Freshdesk formed almost seamlessly into part of our support toolkit as we scaled effectively while keeping customers happy.
Pros
Freshdesk is notable for its easy-to-use interface and automated features, thereby simplifying our customer support process. With a robust ticketing system of the platform, we can effectively prioritize and manage customer inquiries, thereby minimizing response time and maximizing customer statistics. I also like the integration of Freshdesk with other business tools, such as CRM systems and e-commerce platforms - which have a few details and history about customers in one place. Reporting features provide valuable insights into team performance which help us focus on further improvement in support.
Cons
While Freshdesk has a lot of features, somewhat it can be overwhelming to get started with the platform; especially for new team members who might take a little while to get used to all the options available. Some of the advanced customization options are slightly difficult to configure, so this may delay onboarding. Moreover, pricing becomes a factor as more features and team members are added which could become quite expensive for small businesses. However, it soon proves incredibly helpful as soon as the team acclimatizes.

- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
A great support platform for ensuring client success
A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept happy. Automated features across the platfrom are also incredibly helpful.
Pros
It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.
Cons
It's UI is a little outdated, but it looks like they're improving that constantly.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Freshdesk could use a fresh look!!
Overall easy to manage articles and share with others.
Pros
The ease of article and knowledge base creation and management.
Cons
The outdated user interface and inability to privatize articles in the knowledge base.
- Industry: Education Management
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Freshdesk Review
Pros
I’ve been using Freshdesk for a few years now, and it’s been a game changer for our support team. The automation features are fantastic—being able to set up workflows and triggers has significantly improved our response times. We also love the reporting and analytics tools, which provide clear insights into team performance and help us identify areas for improvement.
Cons
There are a few areas where it falls short. First, the interface can feel overwhelming, especially for new users. Navigating through multiple tabs and settings is not as intuitive as I’d hoped.
- Industry: Construction
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Great Application
Overall experience has been fantastic. I would recommend the product to anyone who wants to use it for a ticketing system. Internal and External.
Pros
The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering.
Cons
There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
A Great CSS
My experience is very positive, with no lag, great versatility, and performs perfectly for our needs.
Pros
It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance.
Cons
The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software.
- Industry: Higher Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Great for our small support team
Freshdesk is my main ticketing system. We have a very small team, but it's easy to manage the workflow thanks to a clean UI and reliable notifications.
Pros
Easy to mange tickets, track workflow with multiple agents, onboard new agents, and view productivity metrics.
Cons
Spam filter can be overly aggressive, but as long as you stay on top of checking the spam inbox, it's not a huge deal.
- Industry: Broadcast Media
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Positive impact with Freshdesk
It has greatly reduced our response time in customer service and also increased our customer satisfaction.
Pros
It’s the best solution for ticketing and it’s customer support is great.
Cons
So far i got nothing to dislike, everything has been positive.
- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Overall a simple and effective support ticketing system
Pros
Overall a great support system, we use this internally and externally for our field network. it offers us great flexibility in managing support tickets across a team of three.
Cons
The filtering for existing tickets are quite clunky and confusing at times. Sometimes the filtering sticks even after you have cleared it, which causes issues sometimes.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 6-12 months
-
Review Source
Freshdesk all in one review
I love this software as it is smooth running and customer service is top notch and it makes my job so much easier than ever,I just would like upgrade asap so that i can have the fulll feel of the platform.
Pros
To be in the free tier is nice and convenient in a way that smaller customers can have a long term feel for the system and get to know how it works and get familiar with the system and platform.
Cons
That the High -end analytic is only available in BETA mode and that to get to higher tiers one need to upgrade pricing plan.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 6-12 months
-
Review Source
Freshdesk for tech support
Pros
Its a great platform to manage the client tickets and messages. It has built in option to reply back to client incidents as a tech support.
Cons
The ticket status management is not efficient. Sometimes you can pile up a huge list of tickets which are irrelevant and stay as open.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Great Ticket Management Solution
Overall, my experience with Freshdesk has been very positive.
I’ve been using the platform for two years, and it has consistently helped improve our team’s efficiency in managing customer support.
The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable.
I also appreciate the detailed reporting features, which provide a clear overview of our support activities at the end of the year.
The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed.
While there are some limitations, like the inability to add static emails in the CC field and occasional challenges with the mobile app, these have not significantly affected my overall experience.
Freshdesk is a reliable tool for managing customer support, and I would recommend it to other teams looking for an intuitive, all-in-one solution
Pros
What I like most about Freshdesk is its robust ticket tracking system, which allows team leaders to easily monitor the progress of each ticket. At the end of the year, it's also very helpful to have a clear overview of the total number of tickets resolved. Additionally, the automatic reminder feature ensures that customers are notified if they haven’t responded to our emails, which helps maintain effective communication and reduces the chances of unresolved issues
Cons
The only issue I've encountered is the inability to add a static email address in the CC field by default.
This has been a bit problematic, as I sometimes forget to manually add my team’s email when sending emails to customers, which can lead to missed updates
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Comprehensive and User-Friendly Helpdesk Solution
Overall, my experience with Freshdesk has been positive. It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries. The tool's multi-channel support and automation capabilities help reduce response times and ensure that customers get timely help. While there are some limitations regarding pricing and advanced reporting, it’s a solid choice for businesses that need a reliable, easy-to-use, online customer support platform.
Pros
Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.
Cons
One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Thums up Freshdesk- overall great experience with freshdesk.
Great over all experience with Freshdesk we 55 engineers are working on it, we are very well satisfied Freshdesk.
Pros
Wonderful Product to manage your staff bandwidth. also easy to manage and use.
Cons
GUI of this product, Freshdesk can better with it.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Great support ticketing platform and great value
We've been using Freshdesk for 7+ years. We had explored other ticketing platforms but landed on Freshdesk for a balance of cost + features.
Pros
Robust support ticketing platform at a very competitive price. My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way.
Cons
There's nothing I don't like about Freshdesk. I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why.
Reasons for Switching to Freshdesk
The free plan at Freshdesk is robust enough for our needs, and it's very user-friendly.- Industry: Retail
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Poor customer service
Terrible customer service, negated all our communication and own us credits.
Pros
The system and set up is good.
Easy to use.
Cons
We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare.
Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Freshdesk opinion
We used it for several years before eventually moving on, but to be honest, the Helpdesk side of things was very wasy to use
Pros
It has a very nice UI, which greatly helps in navigating and prioritises ease of use.
Cons
We had some problems with Account security, but the team offered great support to resolve the issues.
Reasons for Switching to Freshdesk
Ease of use and only required a Helpdesk for Ticketing management- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Freshdesk -small IT Team, large campus. NO problem!
My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple to implement. We started out with the free trial and quickly decided to purchase the Pro version. Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an existing email address made the transition process transparent to the rest of the community.
Pros
We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible!
Cons
We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this.
Alternatives Considered
Asset EssentialsReasons for Choosing Freshdesk
We made the switch from Spiceworks to Freshdesk because we became frustrated with some of the limitations we were finding with our current solution at the time. We appreciate the clean and modern interface with simple to use reporting and slick dashboard metrics.Switched From
Spiceworks Cloud Help DeskReasons for Switching to Freshdesk
We actually did purchase another solution for our Operations dept. but quickly found that it would not fit our needs in IT. We are so glad we went with Freshdesk because the other vendor made a 1yr commitment so cost prohibitive that the school was forced to enter a 3 yr. contract for a new software application. Needless to say, the other vendor did not live up to expectations. I am thankful for Freshdesk every time I have to engage in a support ticket with the other vendor.- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Good ticketing tool!
Overall good ticketing tool for small and medium businesses.
Pros
Easy to use and customize the workflow of tickets as per your business needs.
Cons
Not all the customizable features are available in the lower plans (subscription).
Reasons for Switching to Freshdesk
Better pricing, workflows, automation and ease of use.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Simple but powerful ticket system
Overall positive feedback. We would like to see features be able to be added on ala cart. we would also like easier integrations such as billing and inventory software to easier manage items being sold.
Pros
We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day.
The field service add on allows us to have customer sign their work order upon completion and keep track of time.
Cons
Certain features are not ala cart. Depending on the feature you want, you'd have to upgrade your whole plan and get even more features that you might now want.
sometimes when we are replying in a ticket, the curser jumps to the beginning. We haven't been able to figure out if its a keyboard combination or shortcut that is doing it, or something else.
- Industry: Construction
- Company size: 51–200 Employees
- Used Weekly for 1+ year
-
Review Source
Freshdesk For The Win
Overall my experience is a great one, it gives us the ability to easily request things we may need, from starter set ups to leavers to issues we may be experiencing leading to quicker resolve times for all.
Pros
Like most that the system is easy for all to use, and that it can be personalised to your company with logo etc.
Cons
Sometimes it can time out if you aren't quick enough which removes any request and you have to start again.
- Industry: Hospitality
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
Instant access, effortless maintenance and maximum security
Brings centralization and customer inquiries management. Offers automation and great customer support.
Pros
The fact that I don't have to install any updates since the latest version is automatically received on logging in. Resolving customer queries is made quick through automation. Browsing online reports in real time has improved our team's performance and customer satisfaction. Allows multichannel communication too. Cloud computing is most affordable with Freshdesk.
Cons
Everything is pleasing. It is reliable and secure to work with. Launching and deployment was effortless for us.
- Industry: Logistics & Supply Chain
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
A powerful platform for customer-centric businesses.
It has enabled us to provide faster and more efficient customer support, leading to increased customer satisfaction and loyalty. The platform's comprehensive features and reporting tools have also helped us identify areas for improvement and optimize our support workflows.
Pros
I appreciate how Freshdesk empowers our support team to deliver personalized and proactive customer service. The platform's collaboration features, like team huddles and internal notes, facilitate seamless communication and knowledge sharing among agents.
Cons
Freshdesk offers a wide range of integrations, some users might find the customization options for the help widget and knowledge base to be somewhat limited.
- Industry: Insurance
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Great service for use within small companies.
Overall we have enjoyed using fresh desk (Free) we do not plan to upgrade in the near future. Although we are looking at some of their other solutions
Pros
Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with
Cons
there is some limitations of the free plan. not major for our company
- Industry: Utilities
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
Makes Communicating Easy!
Overall, I enjoy using Freshdesk and I will continue to be using it for the benefit of my team. It does help them to be more efficient and communicative with the customers, as well as with their team members. It also makes communication with our customers easier and more enjoyable for them.
Pros
I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks. The ticket merging feature helps collectively group similar concerns which makes working through them much easier and more efficient.
Cons
I think the user interface is not as intuitive as it could be, but that could easily be updated over time. The communication options are also slightly limited as well, but nothing that would pose an issue.
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Freshdesk Review
overall a wonderful tool in great price , can be a good combination if used alongwith freshsales CRM
Pros
comprehensive tool for record tickets, manage all team members at one place, customize escalation mechanism, very nice and informative dashboards showing leaders who are solving most tickets
Cons
making report bit complicated and required tech knowledge
Alternatives Considered
OdooReasons for Switching to Freshdesk
already used in corporate as IT helpdesk Tool, odoo was more expensive- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Stable and reliable.
Better than average. It checks all the boxes with various levels for companies to determine what is liked.
Pros
Simple to use. HTML email. Fast customer support.
Cons
Not a very current looking Dashboard. Also lacks ability to change what is seen (or tracked).
Alternatives Considered
SysAidReasons for Switching to Freshdesk
reliability, stable, no major bugs, HTML email system.- Industry: Primary/Secondary Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Simple and easy
Pros
It's very easy to use and get set up. It's massively improved our productivity.
Cons
Sometimes there's something you'd like to do that you'd think would be easy but turns out to not be possible. Sometimes the Freshdesk can be too simple.
- Industry: Nonprofit Organisation Management
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
Fresdesk email management for Charity
This has a real positive impact on the charity and the ability to respond to customer emails, the overall process of using this significantly reduced response times and missed communications.
Pros
All emails were managed centrally which gave a better customer experience, it was very easy to see unanswered emails and also what other people had responded with if they were on holiday to ensure that it was a consistent response
Cons
the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got difficult to manage and expensive.
- Industry: Management Consulting
- Company size: 11–50 Employees
- Used Weekly for 2+ years
-
Review Source
Robust Zendesk Suite Alternative that I Highly Trust
Pros
Freshdesk improves customer satisfaction by centralizing chat, email, phone and social conversations which helps resolve issues rapidly.
Cons
I slightly dislike that Freshdesk is cloud-based and always require internet connection to use.
- Industry: Education Management
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Freshworks enhances ease of operations, reporting and analytic
There was no external support required to configure Freshdesk. We were able to start working after 20 min training. Freshdesk support is always with data and easily accessible.
Pros
It helps to create ticket with most efficiently and ease and in very short period of time
Cons
Sometime, it takes too much time to apply filter. And filter remove, and apply filter every time.
- Industry: Furniture
- Company size: 201–500 Employees
- Used Daily for 6-12 months
-
Review Source
Great Ticket Management Tool for Customer Support
Pros
Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs. Very stable product with great customer support.
Cons
Pricing is a bit on the higher end and the way Automations can be created and implemented in Freshdesk is not very good when compared to other tools.
Alternatives Considered
LeadSquaredReasons for Switching to Freshdesk
Much more trusted and stable software. Easy to use with a wide variety of features.
- Industry: Food & Beverages
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Freshdesk is very helpful
The overall experince with Freshdesk did for me is combine all channels customer flow at one place, now every comment/ post/ Dm turns into a proper ticket and assign to a dedicated support staff, doing this way we never missed any single query from customers and we have properly self help automation and data export options.
Pros
-combine all the chanells to one place
- Turning every query into ticket
- Self help automation
- dialer integration -
- data export options
Cons
Nothing so far, every time i reached out to support they always proved the best possible resolution to the query. and price is little high

- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
The FreshDesk ticketing system is quite efficient
Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.
Pros
Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.
Cons
The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.
- Industry: Computer Software
- Company size: Self Employed
- Used Daily for 1+ year
-
Review Source
Freshdesk
Freshdesk is a cloud-based client care programming that assists organizations with offering easy support across each client touchpoint. Freshdesk enables organizations to screen client discussions across email, telephone, visit, web-based entertainment and texting, further develop specialist efficiency with savvy robotizations, convey self-administration encounters with simulated intelligence chatbots and marked help communities, and screen key execution measurements with strong examination.
Pros
Extremely valuable for client assistance specialists. With the assistance of Freshdesk, I had the option to offer extraordinary client support to the clients who gave us great organization appraisals.
Cons
Very good quality logical elements just in beta variant

- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
The best way to manage projects and incidents
It has been of great help, it has helped us a lot with the management of incidents in the company and to manage each project in a better way.
Pros
It is a very complete tool, it is very easy to manage the incidents of daily life and to manage or administer tasks and projects it is one of the best tools
Cons
It is a very good tool but the cost is usually a little high so it should be taken into account when purchasing it.