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What Is Freshdesk?

Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 60,000 customers, including Bridgestone, HP, Harvard University and DHL.

Who Uses Freshdesk?

Businesses of all sizes across the world trust Freshdesk to provide remarkable customer service.

Where can Freshdesk be deployed?

Cloud-based
On-premises

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshdesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, Aruba, Australia, Austria and 111 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others

Freshdesk pricing

Starting Price:

USD 18.00/month
  • Yes, has free trial
  • Yes, has free version

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

Pricing plans get a free trial

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshdesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, Aruba, Australia, Austria and 111 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others

Freshdesk videos and images

Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard
View 6 more
Freshdesk video
Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard

Features of Freshdesk

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Automated Routing
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Cataloguing/Categorisation
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Management
  • Content Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customizable Templates
  • Dashboard
  • Discussions/Forums
  • Email Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Full Text Search
  • IT Asset Management
  • IVR Software
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Negative Feedback Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-time Consumer-facing Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Screen Sharing
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

Alternatives to Freshdesk

Atera is the ultimate, AI-powered all-in-one help desk solution for MSPs and IT pros. Try for Free now!
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial.
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers. Learn more about HubSpot CRM
Front is how companies scale customer support, combining the efficiency of a help desk with the familiarity of email. Learn more about Front
Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
monday.com is a cloud Work OS, where teams run their projects and everyday work, whether they are in the office, home or on-the-go. Learn more about monday.com
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data.

Reviews of Freshdesk

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.5
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sharad Singh
Sharad Singh
Assistant Manger in India
Verified LinkedIn User
Food & Beverages, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Freshdesk is very helpful

5.0 3 weeks ago New

Comments: The overall experince with Freshdesk did for me is combine all channels customer flow at one place, now every comment/ post/ Dm turns into a proper ticket and assign to a dedicated support staff, doing this way we never missed any single query from customers and we have properly self help automation and data export options.

Pros:

-combine all the chanells to one place - Turning every query into ticket - Self help automation - dialer integration - - data export options

Cons:

Nothing so far, every time i reached out to support they always proved the best possible resolution to the query. and price is little high

Jacqueline
Director of Technology in US
Education Management, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Freshdesk -small IT Team, large campus. NO problem!

5.0 2 months ago

Comments: My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple to implement. We started out with the free trial and quickly decided to purchase the Pro version. Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an existing email address made the transition process transparent to the rest of the community.

Pros:

We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible!

Cons:

We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this.

Alternatives Considered: Asset Essentials

Reasons for Choosing Freshdesk: We made the switch from Spiceworks to Freshdesk because we became frustrated with some of the limitations we were finding with our current solution at the time. We appreciate the clean and modern interface with simple to use reporting and slick dashboard metrics.

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to Freshdesk: We actually did purchase another solution for our Operations dept. but quickly found that it would not fit our needs in IT. We are so glad we went with Freshdesk because the other vendor made a 1yr commitment so cost prohibitive that the school was forced to enter a 3 yr. contract for a new software application. Needless to say, the other vendor did not live up to expectations. I am thankful for Freshdesk every time I have to engage in a support ticket with the other vendor.

Niels
CFO in Tanzania
Hospitality, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Never close a contract directly with Freshworks

2.0 last month New

Comments: Freshdesk in general is ok to work with, it doesn't excell in specific matters but also not fails. However we made the misstake to close our contract directly with Freshworks (as our re-seller stopped), this has been the biggest misstake ever. There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for which no solutions are offered

Pros:

The reseller that was between Freshworks and us

Cons:

No full intergration with their other modules. (chat, sales). FreshCRM completly failled product which was only shorly on the market and replaced by Freshsales again.

joe
Director of Operations in US
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Simple but powerful ticket system

5.0 3 months ago

Comments: Overall positive feedback. We would like to see features be able to be added on ala cart. we would also like easier integrations such as billing and inventory software to easier manage items being sold.

Pros:

We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day. The field service add on allows us to have customer sign their work order upon completion and keep track of time.

Cons:

Certain features are not ala cart. Depending on the feature you want, you'd have to upgrade your whole plan and get even more features that you might now want. sometimes when we are replying in a ticket, the curser jumps to the beginning. We haven't been able to figure out if its a keyboard combination or shortcut that is doing it, or something else.

Beverly
Customer Service Executive in Lithuania
Management Consulting, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

An Iconic and Straightforward Help Desk Tool.

5.0 2 months ago

Comments: It provides 24/7 customer support thus increasing customer satisfaction.

Pros:

It is simple to communicate and engage with our customers in multiple communication channels via live chat,calls,emails and SMS using Freshdesk.It streamlines and automates customer service workflows.It handles and responds to our customers enquiries faster.

Cons:

I lack anything to complain about this Help Desk tool.