4.5
Overall rating
Reviews

4.5
Overall rating
Reviews

About Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers 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.
Freshdesk Software - Freshdesk multilingual knowledge base
Freshdesk Software - Freshdesk automations
Freshdesk Software - Freshdesk omnichannel ticketing
Freshdesk Software - Freshdesk team dashboards
Freshdesk Software - Freshdesk SLA management
Freshdesk Software - Freshdesk self-service
Freshdesk video
Freshdesk Software - Freshdesk multilingual knowledge base - thumbnail
Freshdesk Software - Freshdesk automations - thumbnail
Freshdesk Software - Freshdesk omnichannel ticketing - thumbnail
Freshdesk Software - Freshdesk team dashboards - thumbnail
Freshdesk Software - Freshdesk SLA management - thumbnail

Freshdesk pricing

Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$15.00/month.

Starting Price:
US$15.00/month
Free Version:
Yes
Free trial:
Yes

Alternatives to Freshdesk

ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless...

Dynamics 365

Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on...

Kustomer

Kustomer is a cloud-based solution, which helps small to large businesses streamline communication and provide client...

HappyFox Help Desk

HappyFox is a cloud-based customer relationship management solution that provides help desk and ticketing solutions to...

ManageEngine Endpoint Central

ManageEngine Desktop Central is a mobile device management (MDM) solution designed to help businesses automate, secure,...

Remedyforce

Remedyforce is a service management software built on a Salesforce app cloud and provides reporting, knowledge...

Freshdesk Reviews

Feature rating

Value for Money
4.4
Functionality
4.3
Ease of Use
4.5
Customer Support
4.5
5 reviews of 3,258 View all reviews
Juan Pablo
  • Industry: Management Consulting
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 3/12/2019

Great ticket management software

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pros

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Cons

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Alternatives Considered

Jira, Zoho Desk and Help Sumo

Reasons for Choosing Freshdesk

We needed a better way to support our clients and SLAs and time tracking where urgent.

Switched From

Trello

Reasons for Switching to Freshdesk

Cost +features and it should cover the most important requirements we had at the time.
Kendall
  • Industry: Hospitality
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 18/6/2023

Improve Your Customer Service Using Freshdesk

One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.

Pros

Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.

Cons

Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.

L
  • Industry: Nonprofit Organisation Management
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
3
Ease of Use
4
Customer Support
3

4
Reviewed on 25/12/2023

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.

Jeff
  • Industry: Design
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
2
Ease of Use
2
Customer Support
1

3
Reviewed on 7/10/2020

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Pros

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.

To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.

If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.

If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Cons

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?

Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Kelly
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 11/11/2023

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.

Related categories