
About Freshdesk
Freshdesk is a SaaS-based customer support software that offers everything businesses need to deliver great customer service including omnichannel capabilities, automated ticket routing, in-depth reporting, self-service options, SLA management, and much more.
Freshdesk unifies requests coming in across email, phone, web, chat and social, and helps your team stay on top of all conversations within a single view. It also delivers a seamless user experience to agents and helps them stay at their productive best.
Unlike other products in the industry that come with steep pricing tiers and hidden costs, Freshdesk is priced affordably and has a free forever plan with unlimited agent seats.
Pricing starting from:
US$15.00/month
- Free Version
- Free Trial
- Subscription
Key benefits of Freshdesk
Intuitive UI - Setting up an account on Freshdesk, and getting familiar with the tool is an effortless experience thanks to the smooth and easy-to-navigate user interface.
Omnichannel capabilities - Stay on top of requests coming in from email, web, phone, chat and social media from a single location and automatically route requests from different channels to the right agents.
Improved productivity - Freshdesk has been designed to help agents stay at their productive best and comes with powerful automations that reduce repetitive tasks.
Increased capabilities - Do more with Freshdesk by plugging in tools from the Freshdesk marketplace which hosts over 500 apps such as Salesforce, Jira, WordPress, and Shopify.
Round-the-clock support - Freshdesk offers 24*7 email, phone, and chat support.
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Pricing starting from:
US$15.00/month
- Free Version
- Free Trial
- Subscription
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Features
Total features of Freshdesk: 128
Alternatives
ServiceNow Customer Service Management

Dynamics 365

Kustomer

Front

Reviews
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- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
A Fresh Start to Better Customer/Issue Tracking
Reviewed on 2019-12-31
We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM...
We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!
Pros
We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!
Cons
We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.
Reasons for Choosing Freshdesk
Parature was purchased by Microsoft and users were given the 'option' to migrate to CRM Dynamics. Parature was also expensive and moving to Freshdesk was a solid financial option.Reasons for Switching to Freshdesk
Overall, we just needed a simple process for handling ticket submissions and responses. Many solutions came with high price tags that were just not in our budget. The implementation and training options provided by the Freshworks team sealed the deal for us.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
It has many functions like ticket management
Reviewed on 2023-03-17
Intuitive interface that can greatly aid businesses in providing superior customer service. It...
Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis.
Pros
Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.
Cons
Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.
- Industry: Retail
- Company size: 201–500 Employees
- Used Weekly for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Recommended as an alternative option to Zendesk
Reviewed on 2023-08-17
Overall we're happy with Freshdesk and have been using it for about five years now.
Overall we're happy with Freshdesk and have been using it for about five years now.
Pros
Good automation features to help with helpdesk performance. Good support from India. New features coming quite frequently
Cons
Cheaper plans have quite limited features. Some minor usability issues
Alternatives Considered
Zendesk SuiteReasons for Switching to Freshdesk
Some of the gamification features and overall feeling during the sales process. Features are very similar.- Industry: Design
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 2.0 /10
Lacking rudimentary filter/show by date range feature, terrible for recordkeeping
Reviewed on 2020-10-07
Mediocre at best - it does what every other support desk system does - assign & distribute tickets,...
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.
- Industry: Libraries
- Company size: 51–200 Employees
- Used Weekly for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
8 Years of FreshDesk
Reviewed on 2023-06-08
FreshDesk was an easy to impliment service that empowered our end users and staff to engage the IT...
FreshDesk was an easy to impliment service that empowered our end users and staff to engage the IT Ops and ask other administrative questions effortlessly. Allowing better communication throughout our organization.
Pros
The administrative settings are among my favorite aspects of using FreshDesk. Allowing granular control of many features without being overwhelming. Being able to create rules for incoming tickets is an intuitive experiece and initially integrating FreshDesk was an easy experience.
Cons
I can't think of any cons, FreshDesk services and features are above and beyond what I would expect for a product that has a free tier that is feature rich.
Alternatives Considered
Zendesk SuiteReasons for Switching to Freshdesk
There was no reason to switch, FreshDesk fullfilled all requirements and continues to improve on the experience.Freshdesk FAQs
Below are some frequently asked questions for Freshdesk.Q. What type of pricing plans does Freshdesk offer?
Freshdesk offers the following pricing plans:
- Starting from: US$15.00/month View Pricing Plans
- Pricing model: Free Version, Subscription
- Free Trial: Available
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
Q. Who are the typical users of Freshdesk?
Freshdesk has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Freshdesk support?
Freshdesk supports the following languages:
Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, traditional Chinese
Q. Does Freshdesk support mobile devices?
Freshdesk supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Freshdesk integrate with?
Freshdesk integrates with the following applications:
Adobe Commerce, Aircall, Ameyo, BILLIVING, Batchbook, BigCommerce, Box, CS-Cart Store Builder, Campaign Monitor, Capsule, ChargeDesk, CollabSpot, Constant Contact, CustomerGauge, Dropbox Business, Easy Insight, Five9, FluentStream, FreshBooks, Freshsales, FullContact, GitHub, Gmail, Google Analytics 360, Google Calendar, Google Contacts, Google Drive, Google Hangouts, Google Workspace, Harvest, HelpOnClick Help Desk Software, Highrise, HipChat, Hootsuite, HubSpot Marketing Hub, Hubstaff, Insightly, Jira, Keap, Klipfolio, Localize, LogMeIn Rescue, Mailchimp, Meta for Business, Microsoft Teams, Nimble, Olark, OneDrive, OneLogin, OneSky, Pipedrive, Pipeline CRM, Pipeliner CRM, Pivotal Tracker, ProProfs Knowledge Base, QuickBooks, QuickBooks Online Advanced, RingCentral Contact Center, SEOshop eCommerce, Salesforce Sales Cloud, Salesforce Service Cloud, Segment, Shopify, Slack, SnapEngage, Solve CRM, SugarCRM, SurveyMonkey, Talkdesk, Time Doctor, Transifex, Twitter/X, Userlike, WooCommerce, Woopra, WordPress, WorkflowMax, Xero, Zapier, Zoho CRM, Zoom Meetings, elevio, iContact, ilos, iorad
Q. What level of support does Freshdesk offer?
Freshdesk offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
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