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.
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Freshdesk Software - Freshdesk automations
Freshdesk Software - Freshdesk omnichannel ticketing
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Freshdesk Software - Freshdesk SLA management
Freshdesk Software - Freshdesk self-service
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Freshdesk pricing

Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at USD 18.00/month.

Starting Price:
USD 18.00/month See pricing details
Pricing Details:
Freshdesk is priced per support agent per month, and has 4 different plans. Free- $0 (unlimited free agents) Growth- $18/agent/month billed monthly or $15/agent/month billed yearly Pro- $47/agent/month billed monthly or $39/agent/month billed yearly Enterprice- $83/agent/month billed monthly or $69/agent/month billed yearly View Pricing Plans
Free Version:
Yes
Free trial:
Yes

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Salesforce Service Cloud

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Salesforce Sales Cloud

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JIRA Service Management

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Freshdesk Reviews

Feature rating

Value for Money
4.4
Functionality
4.3
Ease of Use
4.5
Customer Support
4.5
5 reviews of 2,463 View all reviews
Muhammad daud S.
  • Industry: Financial Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/06/2022

Ticketing platform and Support in one place

Freshdesk is a great utility and platform for ticketing, ticket management, and support. We have enhanced our support standards with Freshdesk for local issues within the organization. We have categorized our Dev team to use Zendesk and our IT Team to use Fresh Desk to support more regular issues with staff devices.

Pros

I have found Freshdesk to be a great platform for our ticketing management and supporting colleagues. I found Freshdesk very helpful in generating support alerts, resolution tools, and quick updates. Keeping logs of all tickets and how they are dealt with improves the Support team's efficiency and analytics on individual performance.

Cons

I found Freshdesk to receive spam emails and it doesn't filter out automatically. This slows down the individual performance and it takes extra time to remove spam emails and follow up on the actual tickets. There should be improved filters and auto spam automation tool.

Alternatives Considered

Jira

Reasons for Switching to Freshdesk

Complex and high cost
Shayla B.
  • Industry: Internet
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 08/06/2022

Excellent customer support ticket system

Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Pros

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Cons

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Jaime M.
  • Industry: Financial Services
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
3
Customer Support
3

3
Reviewed on 29/06/2022

Keep track of prios and tasks using freshdesk

Pros

The software is easy to use and a great way to keep track of internal team priorities and tasks.

Cons

The search feature left a lot to be desired.

Courtney S.
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 28/05/2022

Freshdesk helps reduce response times and reminds personnel to follow up on issues

I enjoy the fact that there are distinct tickets for accidents and service requests, which makes it easier to track down problems. Queues and responsibilities may also be customized, and the option to prevent them from seeing other people's stuff is a nice feature. The integrations are fantastic. You won't find this kind of customer service anywhere else. All of our demands have been met and any difficulties or complaints have been immediately remedied.

Pros

For someone who has never used a help desk before, FreshDesk is a breeze to learn and understand. And I've never had to wait more than a few minutes for a response from FreshDesk's customer care team; they're fantastic.

Cons

To be honest, I prefer an older-style user interface, but that's just a matter of taste. Other than that, there are certain options that are hidden in tabs that are difficult to find.

Sheldon B.
  • Industry: Financial Services
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/05/2022

Fantastic alternative to expensive Hubspot

I have had a fantastic experience with both the software and customer service. Bang for buck is right on. Great UI/UX all around and make sure we are able to receive feedback through various channels and integrate with Jira.

Pros

Overall cleanliness and ease of use for everyone on team. Great integrations. Fantastic customer support you won’t find elsewhere. Meets all of our needs and all issues or concerns always resolved quickly.

Cons

Make the chat feature a bit more beautiful would be nice. Some opportunity for functions and beauty there.

Alternatives Considered

HubSpot Service Hub and Zendesk

Reasons for Choosing Freshdesk

Overall value for $ much better at Freshdesk

Switched From

HubSpot Service Hub

Reasons for Switching to Freshdesk

Overall simplicity of use, good design, and overall value for money. Much more worth it

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