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
Markets
United Arab Emirates, Albania, Austria, Australia, Aruba , Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Belgium, Burkina Faso, Bulgaria, Benin, Brunei, Brazil, Bahamas, Belarus, Canada, Congo - Kinshasa, Switzerland, Cameroon, China, Costa Rica, Cuba, Czechia, Germany, Denmark, Dominican Republic, Algeria, Estonia, Egypt, Spain, Ethiopia, Finland, France, United Kingdom, Georgia, Ghana, Guinea, Greece, Guatemala, Hong Kong SAR China, Honduras, Croatia, Hungary, Indonesia, Ireland, Israel, India, Iraq, Iran, Italy, Jersey, Jordan, Japan, Kenya, Cambodia, South Korea, Kuwait, Kazakhstan, Lebanon, Sri Lanka, Lithuania, Luxembourg, Latvia, Morocco, Madagascar, North Macedonia, Macao SAR China, Martinique, Malta, Mauritius, Malawi, Mexico, Malaysia, Namibia, New Caledonia, Nigeria, Nicaragua, Netherlands, Norway, New Zealand, French Polynesia, Papua New Guinea, Pakistan, Poland, Puerto Rico, Palestinian territories, Portugal, Qatar, Romania, Serbia, Russia, Saudi Arabia, Sudan, Sweden, Singapore, Slovenia, Slovakia, Sierra Leone, El Salvador, Thailand, Tunisia, Tonga, Turkey, Trinidad and Tobago, Taiwan, Tanzania, United States, Uzbekistan, Vietnam, Yemen, South Africa, Zambia, Zimbabwe and 110 others
Supported 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 and 20 others
Pricing starting from:
US$15.00/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of Freshdesk: 131
Alternatives
Dynamics 365
Intercom
monday.com
Zendesk Suite
Reviews
Already have Freshdesk?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Facilities Services
- Company size: 11-50 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Freshdesk makes working easier!
Reviewed on 6/12/2019
In general, I think there are plenty of customizations and features with Freshdesk. The real...
In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.
Pros
I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!
Cons
One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.
Reasons for Choosing Freshdesk
We made the switch because we outgrew Jobber and its capabilities. Jobber lacked the analytics, history, sales features, and user friendly options necessary to grow our business.Switched From
JobberReasons for Switching to Freshdesk
We chose Freshdesk because of the variety of user friendly capabilities and features. Salesforce had aggressive sales reps who didn't care about our companies needs. Zendesk wasn't user friendly and many of the "integrations" could only be connected by people with web design or coding experience. Jobber fit our needs as a smaller company but now we have 5 service divisions. Overall, Freshdesk is the platform that suits all of our needs as a growing company.- Industry: Market Research Software
- Company size: 11-50 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
My personal experience with Freshdesk
Reviewed on 1/20/2023
Pros
I like Freshdesk for its user-friendly interface, its wide range of features, and its ability to help businesses improve their customer service and support processes. Some of the specific features and capabilities that users may find particularly useful include:Customizable ticket forms and workflows: Allows businesses to create and customize their own ticket forms and workflows to fit their specific needs.Multi-channel support: Provides businesses with the ability to manage customer interactions and support tickets across multiple channels, including email, phone, and social media.Self-service customer portal: Allows customers to access a knowledge base, submit tickets, and check the status of their requests, reducing the need for direct support.Automated ticket routing: Automatically routes customer requests to the appropriate agent or department for handling.Collaboration and teamwork: Allows multiple team members to access and respond to customer requests, making it easy to collaborate and share information.Performance metrics and analytics: Provides businesses with detailed reports and analytics on various aspects of customer service and support, such as ticket volume, response time, and customer satisfaction.Mobile app support: Freshdesk also has a mobile app to help users stay on top of customer support tickets while on the goOverall, I like Freshdesk because it is a versatile software that can help businesses to improve their customer
Cons
While Freshdesk is a popular and well-regarded customer service software, there are some things that i faced in past may not like about it. Some common complaints include:Limited customization options: i have complained that the customization options for certain features, such as email templates and ticket forms, are limited.Complex navigation: i have found the navigation and interface of Freshdesk to be complex and difficult to navigate, especially when trying to access advanced features.Integration issues: i have reported difficulties in integrating Freshdesk with other software and systems, such as CRM or billing systems.Limited automation: i have found that the automation options in Freshdesk are limited, and that they need to do a lot of manual work to manage their customer service and support process.Limited reporting options: i have found that the reporting and analytics options in Freshdesk are not as robust as they would like, and that it is difficult to extract the data they need.All those problems i had faced in past
- Industry: Computer Software
- Company size: 51-200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
Freshdesk is very okay
Reviewed on 9/22/2020
Freshdesk has been a very okay tool to use. It gets the job done but no more than that.
Freshdesk has been a very okay tool to use. It gets the job done but no more than that.
Pros
A clean UI with premium looking animations and buttons. Ability to share and collaborate on tickets across teams.
Cons
Laggy and unresponsive at times, intergrations dont work very well, tickets don't always notify the user that there has been a response. new tickets don't always merge as the should. reporting is very limited. When typing in details for a ticket there is a page refresh that happens it will wipe all data entered, this refresh happens about a minute into changing the status and results in lost data.
Reasons for Switching to Freshdesk
Freshdesk was cheaper
- Industry: Retail
- Company size: 201-500 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Cheaper and helpful
Reviewed on 10/28/2022
very good experience with sales people, with their support team and they follow up with you to make...
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
Zendesk SuiteReasons for Choosing Freshdesk
for IT support and helpdesk purposes jira is not made for thatSwitched From
JiraReasons for Switching to Freshdesk
the cheapest and do the job for an smb
- Industry: Computer Software
- Company size: Self Employed
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Freshdesk: Streamlining Project Management
Reviewed on 1/13/2023
Overall, Freshdesk is a good option for businesses looking for a comprehensive tool to streamline...
Overall, Freshdesk is a good option for businesses looking for a comprehensive tool to streamline project management. However, it's important to evaluate the cost and customer support against the business needs before making a decision.
Pros
Freshdesk is a comprehensive tool that can help streamline project management. It provides a range of features such as shared inbox, automated workflows, and a knowledge base that can help businesses manage customer interactions efficiently. The platform has a user-friendly interface and a wide range of customization options. Additionally, Freshdesk integrates well with other software, which is a great advantage for businesses that use multiple tools. It also provides multiple channels of customer support, including email, phone, and social media.
Cons
Some users have reported that Freshdesk can be expensive for small businesses. The pricing plans may not be suitable for small teams with limited budgets. Additionally, some users have reported that the customer support may not be as responsive as desired. It could take longer to get a response or a solution to an issue.
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, 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, Mailchimp, Meta for Business, Microsoft Teams, Nimble, Olark, OneDrive, OneLogin, OneSky, Pipedrive, Pipeline, Pipeliner CRM, Pivotal Tracker, ProProfs Knowledge Base, QuickBooks, QuickBooks Online Advanced, Rescue, RingCentral Contact Center, SEOshop eCommerce, Salesforce Sales Cloud, Salesforce Service Cloud, Segment, Shopify, Slack, SnapEngage, Solve CRM, SugarCRM, SurveyMonkey, Talkdesk, Time Doctor, Transifex, Twitter, 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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See all software categories found for Freshdesk.
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