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 See pricing details
Free Version:
Yes
Free trial:
Yes

Freshdesk Reviews

Feature rating

Value for Money
4.4
Functionality
4.3
Ease of Use
4.5
Customer Support
4.5
5 reviews of 2,656 View all reviews
Joe
  • Industry: Retail
  • Company size: 201-500 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 28/10/2022

Cheaper and helpful

very good experience with sales people, with their support team and they follow up with you to make sure all is functional.

Pros

very nice ticketing system, easy to use, easy to implement, easy to setup and very cheap comparing to others. very good for retail businesses. their support is A+

Cons

is made for SMB and not very competitive for large companies and to move for a more professional one they redirect you to another product for same vendor.

Alternatives Considered

Remedyforce and Zendesk Suite

Reasons for Choosing Freshdesk

for IT support and helpdesk purposes jira is not made for that

Switched From

Jira

Reasons for Switching to Freshdesk

the cheapest and do the job for an smb
Jose J
  • Industry: Market Research
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 29/10/2022

Great Support and Customer Experience System

So far, we had a great experience using Freshdesk for our clients' incidents and support requests.

Pros

The thing that we like the most in Freshdesk, is the extensive and customizable options to manage client tickets, incidents, and synchronization with Freshsales.

Cons

The onboarding required that Freshdesk support team setup many features related to our new accounts. It took a couple of days before we could use Freshdesk in full. I believe the onboarding process could be simple.

Alternatives Considered

Zoho Desk

Reasons for Switching to Freshdesk

Freshworks and Freshdesk customer support. I feel confident with Freshdesk support team.
Katherine
  • Industry: Transportation/Trucking/Railroad
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
2

1
Reviewed on 27/9/2022

Not recommended

Pros

After our company switched to freshdesk it was a very difficult switch. There are no pros that I acquired from this software.

Cons

This software is not user friendly at all. Nothing is made easy. You cannot multi task and everything requires multiple clicks to complete a task.

Daisy
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 31/7/2022

All-in-one solution and gradually extendible

Pros

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients)
The knowledge base management in 6 different languages is very user friendly and easy to manage.
We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Cons

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Shane
  • Industry: Retail
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 18/10/2022

eCommerce Businesses Recommended

Extremely good, straight forward, easy to set-up and use2

Pros

It is affordable, and easy to use. Has multiple integrations with marketplaces and Shopify - you can go straight into the order from Freshdesk.

Cons

Sometimes the dashboard does not load, it is just a grey screen. The fact you cannot amend signatures actually depending on the email address you are replying - for example different brands etc

Alternatives Considered

Zendesk Suite

Reasons for Switching to Freshdesk

The affordability aspect, and the amount of integrations

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