About Freshcaller












Freshcaller pricing
Freshcaller has a free version and offers a free trial. Freshcaller paid version starts at US$15.00/month.
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- Industry: Publishing
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Great inexpensive ticketing system
Solving customer issues and documenting repeat issues is very simple with Freshdesk. I can login each day and know that emails are being documented correctly. It is easy to make changes to ticket fields, add more options for reporting purposes, and the automations make simple processes easy to execute so I can focus on more complicated tasks.
Pros
Freshdesk is great for its ticketing system. It is simple to use. The calls feature is pretty straightforward.
Cons
The reports function leaves a lot to be desired.
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Freshcaller for SMBs
I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.
Pros
Freshcaller offers a very easy setup and implementation. We transitioned from Five9 with little to no effort. Aside from the easy to use software, Freshcaller's support is top-notch.
Cons
Freshcaller is missing some key features, functionality, & reporting that more enterprise level solutions may offer. While they are consistently releasing new updates, I do find that there are a few items that I'm longing for.
Alternatives Considered
Five9Reasons for Choosing Freshcaller
Cost and ability to integrate with Freshdesk.Switched From
Five9Reasons for Switching to Freshcaller
Seamless intergration with Freshdesk.
- Industry: Mental Health Care
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Product is okay - handy to have everything connected - technical support is overwhelmed
My low bloodpressure and calm deameanor have been solved, now I get the benefits of high blood pressure and anger management. The support reps themselves are generally responsive, but the dev team and/or the technical support team are obviously under-freaking-water as they just make false promises and then don't fix it. I would be careful about using them unless you're a really big company that gets some sort of priority access and/or an account manager to make sure requests are fixed.
Pros
I like that phones are connected to my ticketing system - it's handy to automatically see who the call is from and the previous tickets.
Cons
My freshcaller to freshsales connection has been broken for FOUR MONTHS with no ETA of when it will be fixed. I'm super confused on how this is so hard and why the technical support team can't seem to fix it. I've written them at least half a dozen times, sometimes to freschaller and other times to the freshsales team, and all I get is the runaround.
- Industry: Internet
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Good product but quite expensive
Pros
Feature filled. There's not much that you can't do with Freshdesk. They have a fairly strong eco-system for third party apps as well. The service works with minimal disruption. It's a fairly reliable business tool allowing businesses to receive contact and route that contact efficiently to the relevant teams.
Cons
Not always intuitive. For example, setting up reports is a bit of chore. Certain features just do not work the way that you think they should. The documentation is also a bit flimsy so a lot of it is trial and error. Not really great.
Alternatives Considered
FrontReasons for Choosing Freshcaller
CostsSwitched From
Salesforce Platform- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Friendly user tool for Team Leaders
From the time I've started using this tool, all channels like chat, voice and email are easily to track and manage since all the data and numbers are already available.
Pros
This tool or software is easy to navigate and easy to use even without proper training because all options and instructions are clear and visible.
Cons
The more options available sometimes it could confuse the user on which to select or follow.
- Industry: E-Learning
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
Most terrible customer Service
Pros
There are a lot of feature. Most of them are only available in paid plan.
Cons
The response time of ticket is really bad and the most terrible is that the responses are only "we take care of the problem and someone will help you" which does not happen.
Even easy task like to switch from a free to a paid plan (which is not able in the software) could not be solved after 2 weeks !
Each Account has a account manager which looks like more a single point of failure for us. Every ticket and request is redirected to your account manager. If this guy can not handle probably the 1.000 tickets a day this poor guy gets - you are simple stuck.
Phone calls are really good and easy in freshcaller but there is not a easy way to send and reviece sms in freshcaller at all. So you can not use it to replace a normal mobile phone which should be the idea.

- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Customer Service Made Easy
After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier
Pros
1. We had first integrated the old telephone model but with the release of Freshcaller, they offered us to transfer to this platform without any extra charges and reducing our features
2. Get entire call history with cost and recordings
3. Cost effective compared to larger companies
4. Seamless integration with all products
Cons
Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue

- Industry: Environmental Services
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Simple and reliable
It was quick and easy to set up, compact. And integrates with CMR tools that complements the whole package
Pros
The contact center is really easy to set up, integrates with other tools allows agents work continously with all the processes. Giving the customer a perfect experience.
Cons
Maybe wee need a scheduling tool integrated
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Crashes, dropped calls, and lost voicemails
Not a good experience, it needs updates, and bug fixes.
Pros
It has a very nice look to it, modern and does a good job of making it easy to integrate across other platforms
Cons
It frequently drops calls, crashes, and loses data. It's extremely frustrating when on important support calls. Every now and then it will be unable to find a phone number and not allow you to make a call until after you reboot the browser.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Increase the quality of customer service
Pros
The dashboard, feedback and ability to review calls after they happen - along w notes that can be added help to increase the quality of our customer service team allowing them to ability to review and provide feedback in an easy manner. Regardless of tech ability, our team is able to use this service with ease.
Cons
The only drawback is the difficulty in setting up an IVR for holidays is a little bit tricky - but the capability still exists.
- Industry: Electrical/Electronic Manufacturing
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Freshcaller is the ticket to setting up your service program
We moved over from another product that was stuck in the middle ages and we are so happy we did. It's so easy to setup and get functioning. We like the freshdesk integration to capture all of our customers issues and it records the conversations so we can monitoring ours service technicians to ensure they are giving the proper responses.
Pros
It interfaces with Freshdesk and captures all the call volume. It's easy to setup holidays and employees schedules to make it easy to set a schedule for your customers. It has a clean graphic interface and it's not confusing for basic users.
Cons
The app had some bugs in the beginning but those have been flushed out. The customer service is actually really attentive and they take their product serious.
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Expensive but probably best option on the market
We automated our 24/7 hotline which is really important to us. Works fine.
Pros
It works pretty fine, the setup is easy and seamless. Mobile app for iOS and Android also appreciated. We also appreciate API connection possibility and with Integromat/Make it does everything we need.
Cons
I must say Customer support. Sometimes they are just OK, but sometimes you wait days, even weeks to get help.
Alternatives Considered
DaktelaReasons for Switching to Freshcaller
Price, we were using Freshdesk already.- Industry: Retail
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Game Mania Review
Great! I'm a huge fan!
Pros
Nice features like automations. Easy to use in the set-up. Excellent support
Cons
Nothing worth to mention, no big cons on the software
- Industry: Hospitality
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Easy to setup , good reporting
We needed a call solution for international numbers and found the call flows easy to setup and route to the correct landlines/mobiles/Freshdesk agents. It is great to be able to record calls and store voicemails in our ticketing system in out of office hours. As international numbers became harder to retain without having business addresses in these countries, we have had to reduce our coverage of unique numbers per region. At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.
Pros
Looking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive. Understanding the rules/call flows setup can also be reviewed fairly easily.
Cons
The integration with Freshdesk is not as close as we originally expected when subscribing. It does undergo improvements every so often but our ideal solution would be more seamless than it is at present.
- Industry: Automotive
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
They don't care if you are unable to use the service or do business.
Pros
You might go a few months without experiencing some sort of technical issue or complete service outage.
Cons
When you do have a technical issue or complete service outage it takes DAYS to get a response or any real action toward fixing your problem. Our service is currently down and no matter how many emails you send (there is no support phone line to call) no one will get back to you to let you know it is a known issue and being worked on. We haven't been able to call out to our customer base for nearly 24 hours now and still no response. We are currently currently shopping for another customer management system because this is not the first time that we have had catastrophic failure preventing us from doing business and left completely ignored with absolutely no support.
- Industry: Nonprofit Organisation Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Too many features
Our advisory service uses Freshcaller to reach the customers, when they have called us and their service demand has been locked in our Fresh desk system.
Pros
Our service team can contact and call our customers by the system and not use their own phones and phone numbers.
Cons
On user level system is complicated when it is combined to Fresh Desk Mint version. Using earlier versions the usage was more simple for my team. The system does not recognize phone numbers and produces tickets on every call also when the same customs calls again during the same service time.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Freshcaller Agent
I consider myself a novice at this point even though I have been using the platform for months now. I am still learning everyday how to better my experience
Pros
This has become an essential tool while working remotely. Allows for agents the privacy to provide customer service without having to utilize personal data or personal phone numbers
Cons
Does not work with our VPN and it is a steep learning curb to fully understand the functionality
- Industry: Telecommunications
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Good Customer Service Software
Pros
Is easy to deploy and configure moderm panel and tools.
Cons
Is expensive to add multichannels services and integration example chatbot , whatapp and other essential tools.
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
So far, so good
The support team is good although could use some improvements
Pros
Analytics and reports are easy to navigate
Cons
The team is experiencing latency when we click "Answer"

- Industry: Investment Management
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Technology is fine. Customer support is not
We are using FreshCaller as our primary phone line for one of our software products.
Pros
User interface is intuitive and easy. Call quality is great, never had any bad connections with poor audio quality.
Cons
There isn't a customer support phone number. No chat system for support either.
We also use FreshDesk and there is a support chat for that. The support staff for FreshDesk is friendly and supportive so I'm not sure why FreshCaller support is so lackluster...
Alternatives Considered
RingEX- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
FreshCaller Review
I am very happy with the software
Pros
Easy to use, Good features, great support service
Cons
Freshdesk Contact Center Mobile app can be improved further
- Industry: Construction
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
A Solid VOIP Product
Overall it does what i need - it breaks rarely and it was easy to setup. Cant complain too much about monochrome features
Pros
Setup is easy and works with little effort. Support is absolutely fantastic.
Cons
Call flows are not very customizable. You are forced to follow the typical "call center" schema and the pre-recorded messages are terribly narrated.
- Industry: Mental Health Care
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Fantastic and easy to customize tool
Pros
Freshcaller has been a fantastic tool to respond, monitor, and track our customers issues and requests.
Cons
Not really anything - except maybe that we had to request some countries to be whitelisted for calling, after finding out that those were not set or available to us per default.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Easy to operate
Pros
It is easy to operate and set up callflows, business hours, etc.
Cons
That it does not offer all kinds of phonenumbers on the markets we use freshcaller.
- Industry: Management Consulting
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
We use it as online calling solution.
Easy to set up online phone that works greatly with Freshsales.
Pros
We don't need a full online solution for online calling, as we use it from time to time. As we use Freshsales, and they offer option to buy a online phone, we use it. It works and prices are quite close to Skype business.
Cons
They offer online phone numbers not in all countries. So, if you need a telephone number in country they don't offer you have to buy another number from another company - not very convenient.

- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Weekly for Free Trial
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Review Source
It takes about 5 minutes to setup
I am a HUGE fan of the Freshworks suite including this little nugget, Freshcaller. I needed a solution quickly for my virtual assistant and sales coordinator to be able to make calls from a single phone number. Although we are all in the same state, we live in different cities, so this was a gem to find. Now they can make calls under my business phone number, local to the city I am in to maintain consistency. The icing on top is that integration with Freshsales, which I use daily. I can make call directly from my Freshsales dashboard in just a couple of clicks. Truly a game-changer.
Pros
The best part about Freshcaller is ease of use. It took less than 5 minutes to purchase a phone number and make my first call.
Cons
I noticed the app does not allow Google Sign-in, so adding that as an option would be great. My business uses the GSuite ecosystem and most of the apps we use have this option.
- Industry: Gambling & Casinos
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Mid tier call solution
Pros
Simple user interface
Dashboard is very helpful and pretty straightforward.
Cons
Tagging feature should be expanded to contain broader definitions
Integration was not easy especially in a BYOC situation

- Industry: Media Production
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
Not for a smaller business like us, but great for larger call centers, etc!
Not terrible. While it wasn't a good fit for us, I do think it's a very helpful solution for a business with different needs than ours.
Pros
It's very scalable. If we needed to bring on and add more agents we could do that with no issues at all.
Cons
It ended up not being a great fit for us at the time because it's obviously built for a littler larger of a call support system than we needed at the time.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Easy to use business phone line
It's great to have Freshcaller so integrated with the rest of Freshworks, particularly Freshdesk. Using the whole suite is a cohesive experience.
Pros
It's really easy to get going for very low cost. We started off by installing the app on a cheap smartphone and were quickly able to receive calls on it (without cell service, just over WiFi!).
Cons
The app has a couple bugs, first with it not automatically turning off the screen when held to the face like other calling apps, and second with the call controls (like mute) disappearing in the middle of a call.
- Industry: Logistics & Supply Chain
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
new ideas
I am very undecided whether to buy it also because I would need many licenses and the costs go up. It also seems that it is not possible to have Italian numbers, this aspect would block the whole project
Pros
freshcaller is integrated with freshdesk
Cons
the monthly fee seems too expensive to me. I have to pay a fixed fee per month per agent and pay another euro for each number in addition to the call minutes. I am not very happy
Alternatives Considered
FreshdeskReasons for Switching to Freshcaller
we have not yet chosen, but perhaps we will make a separate contact center
- Industry: Real Estate
- Company size: 11–50 Employees
- Used Weekly for 1-5 months
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Review Source
Best PBX software for affordable price
Pros
- best software to handle all you call support.
- Easy to use and the dashboard gives overall status of all the calls and queries
- Using local phone numbers for the calling is one of the superb features
Cons
- More integration is needed to export the data between multiple systems
- Industry: Financial Services
- Company size: 2–10 Employees
- Used for 1-5 months
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Review Source
Very bad support!
Pros
nothing. first time i tried to use the system was out of service, second time the usability and support was terrible
Cons
everything.
Incredible how a company focused on customer service can have such a bad support for their costumers.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 1-5 months
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Review Source
Simplicity
Pros
Freshcaller was very easy to integrate with our existing CRM software, Freshsales.
Cons
Was not able to access contact information from Freshsales to use with the caller.
- Industry: Computer Networking
- Company size: 501–1,000 Employees
- Used for Free Trial
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Review Source
Speak - easy
Basically, I am working as a customer support for calling center, and I found that this app is useful and convenient for me to use and have the inbound and outbound calls with customers.
Pros
I really like this app because it can evaluate agent's performance and analyse the call volume weekly and monthly. Furthermore, the sound quality is good when contacting with customers.
Cons
It sometimes gets the drop calls, crashes.
- Used Monthly for 1-5 months
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Review Source
used for conference calls
Pros
we have used this system for conference calls of agents that are all over the country. very easy to download and join calls
Cons
a few of our callers on the last call had some trouble joining the call, but it seems like it was more of a user error than a system error.
Response from Freshworks
Thank you for the review Brittany. We are really happy with your feedback. We will continue and improve our services