Freshdesk

Online helpdesk system and customer service software

4.5 /5 (2224 reviews) Write a Review!

Freshdesk Overview

What is 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.

Freshdesk Overview

Pricing

Starting from
US$19.00/month

Pricing options

Free Trial
Free
Subscription
Value for money

Freshdesk is priced per support agent per month, and has 5 different plans.

Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly


Freshdesk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 4 others, India, Japan, Germany, Brazil
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 20 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

Media

Customer conversations from across channels
Automation rules
Collaboration from within the ticket
Self-service portal
Multilingual self-service portal
SLA management
Team dashboard
Omnichannel ticketing
Freshdesk video Freshdesk screenshot: Customer conversations from across channels Freshdesk screenshot: Automation rules Freshdesk screenshot: Collaboration from within the ticket Freshdesk screenshot: Self-service portal Freshdesk screenshot: Multilingual self-service portal Freshdesk screenshot: SLA management Freshdesk screenshot: Team dashboard Freshdesk screenshot: Omnichannel ticketing

Freshdesk Reviews

Freshdesk Reviews

Overall rating
4.5
/
5
Excellent
1317

Very good
759

Average
116

Poor
20

Terrible
12

Value for Money
4.4
Features
4.3
Ease of Use
4.5
Customer Support
4.6
93% recommended this app
Juan pablo A.

Great ticket management software

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.


Viktoria J.

The best customer service desk available

We used it for daily customer service contact and it was great. It was great for assigning


Jeff K.

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.


Carly M.

Freshdesk is simple to setup and makes bug-tracking a cinch!

Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.


Verified Reviewer

It's good enough, but some features are lackluster, too expensive or missing

You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.

That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.


Juan pablo A.
Industry: Management Consulting
Company size: 11-50 Employees

Great ticket management software

Used Daily for 1+ year
Reviewed on 2019-12-03
Review Source: Capterra

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pros

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Cons

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Viktoria J.
Industry: Information Technology & Services
Company size: 2-10 Employees

The best customer service desk available

Used Daily for 2+ years
Reviewed on 2021-01-21
Review Source: Capterra

We used it for daily customer service contact and it was great. It was great for assigning

Pros

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

Cons

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Jeff K.
Industry: Design
Company size: 2-10 Employees

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Used Daily for 2+ years
Reviewed on 2020-10-07
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 2.0/10

Carly M.
Industry: Retail
Company size: Self Employed

Freshdesk is simple to setup and makes bug-tracking a cinch!

Used Daily for 1+ year
Reviewed on 2020-10-15
Review Source: Capterra

Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.

Pros

I set up and administered Freshdesk for a 200+ non-profit agency. There were three departments tracking bugs through it, and we were able to deploy it and announce its use with ease. It was easy to explain to our staff who didn't want to take time to learn something overly complex. As a non-profit, it was important to find a solution that could assist us day-to-day without breaking the bank. We were able to use the first-level with support for our use. The Freshdesk support was highly responsive and helpful if we had questions. Using this platform cut down on time spent fielding immediate requests that were not a high priority. It allowed us to really prioritize, track and automate repeat issues, and cut down on 'putting out little fires everywhere mentality.'

Cons

The automation was helpful, but I think it could have used a bit more complexity. We were able to implement an automated routing for email subjects and user emails so that certain requests or bugs/issues would go to a specific department. We used the platform in Communications, IT, and Facilities for all requests. We didn't have a bug or issue tracker prior to this platform. The Frequently Asked Questions portion of the portal really didn't end up being used, although we did use it when we first started the platform. Higher ups really liked the ability to see numbers in what we were fielding, but there was not enough drill-down in the pay/point we were using--that may have been available within higher paid levels. The automation has a lot of options for sending alerts when a new ticket is created. It can become cumbersome and send A LOT of emails. I'm not sure if there is a better way to automate/cut that down w/o losing that function. Also, the 'archive' user feature was a bit weird. We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Computer Software
Company size: 2-10 Employees

It's good enough, but some features are lackluster, too expensive or missing

Used Daily for 1-5 months
Reviewed on 2020-04-12
Review Source: Capterra

You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.

That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.

Pros

It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.

There are a few nice features when it comes to automation.

Cons

There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying.

In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8.7/10
Based on 2,224 user ratings
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Freshdesk Pricing

Freshdesk Pricing

Starting from
US$19.00/month
Free Trial
Free
Subscription
Value for money

Freshdesk is priced per support agent per month, and has 5 different plans.

Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly

Freshdesk is priced per support agent per month, and has 5 different plans.

Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly

Value for Money
4.4/5
Based on 2,224 user ratings
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Freshdesk Features

Freshdesk Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4.3/5
Based on 2,224 user ratings
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Categories

Additional information for Freshdesk

Additional information for Freshdesk

Key features of Freshdesk

  • Activity log
  • Agent & group performance reports
  • Agent collision detection
  • Automatic email notifications
  • Automatic, skill based & load balanced ticket assignment
  • Business rules management through SLAs
  • Canned responses
  • Community forums
  • Community portal
  • Custom contact & company fields
  • Custom ticket statuses
  • Customer self service portal
  • Customizable agent roles
  • Customizable ticket forms
  • Embeddable help widget
  • Event-triggered workflow automations
  • Facebook & Twitter channels
  • Filtered search
  • Insights & powerful reports
  • Integrated game mechanics
  • Integration with Google Apps, Salesforce, SugarCRM, and more
  • Linked tickets
  • Live chat channel
  • Multiproduct support
  • Portal customization
  • Role-based dashboards
  • SLA reminders
  • Scenario automation
  • Scheduled reports
  • Single Sign On (SSO)
  • Smart automations
  • Surveys to measure customer satisfaction
  • Tags for tickets, solutions and contacts
  • Ticket export

Benefits

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.

Freshdesk FAQs

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$19.00/month

Pricing model: Free, Subscription

Free Trial: Available

Freshdesk is priced per support agent per month, and has 5 different plans. Sprout - $0 (unlimited free agents) Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly Garden - $45/agent/month billed monthly or $35/agent/month billed yearly Estate - $69/agent/month billed monthly or $49/agent/month billed yearly Forest - $125/agent/month billed monthly or $99/agent/month billed yearly

Q. What are the main features of Freshdesk?

Freshdesk offers the following features:

  • Activity log
  • Agent & group performance reports
  • Agent collision detection
  • Automatic email notifications
  • Automatic, skill based & load balanced ticket assignment
  • Business rules management through SLAs
  • Canned responses
  • Community forums
  • Community portal
  • Custom contact & company fields
  • Custom ticket statuses
  • Customer self service portal
  • Customizable agent roles
  • Customizable ticket forms
  • Embeddable help widget
  • Event-triggered workflow automations
  • Facebook & Twitter channels
  • Filtered search
  • Insights & powerful reports
  • Integrated game mechanics
  • Integration with Google Apps, Salesforce, SugarCRM, and more
  • Linked tickets
  • Live chat channel
  • Multiproduct support
  • Portal customization
  • Role-based dashboards
  • SLA reminders
  • Scenario automation
  • Scheduled reports
  • Single Sign On (SSO)
  • Smart automations
  • Surveys to measure customer satisfaction
  • Tags for tickets, solutions and contacts
  • Ticket export

Q. Who are the typical users of Freshdesk?

Freshdesk has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

Q. What languages does Freshdesk support?

Freshdesk supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

Q. Does Freshdesk support mobile devices?

Freshdesk supports the following devices:

Android, iPhone, iPad

Q. What other apps does Freshdesk integrate with?

Freshdesk integrates with the following applications:

Bitium, Constant Contact, HelpOnClick, Instapage, Nimble, Olark, Pipeliner CRM, SeamlessGov, WorkflowMax, Zapier

Q. What level of support does Freshdesk offer?

Freshdesk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials