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 USD 15.00/month.

Starting Price:
USD 15.00/month
Free Version:
Yes
Free trial:
Yes

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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 3,260 View all reviews
Saskia
  • Industry: Restaurants
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/08/2023

Convenient and reasonably priced

Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.

Pros

We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.

Cons

There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.

Shayla
  • 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.

Pauline
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
3
Ease of Use
4
Customer Support
3

4
Reviewed on 02/02/2024

Freshdesk Review

Pros

The platform is good for internal and external knowledge base building, and I think the mobile app is extremely useful when it comes to support with tickets and the chatbots

Cons

It's in the details, but the way to create the knowledge base articles is really unintuitive and very time-consuming as the text options are always lagging, it's hard to include images and make something that's easily usable for the customers. It's also really hard to manage when creating it in several languages.

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 07/10/2020

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.

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