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 40,000 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.

Freshdesk Details

Freshworks

Founded in 2011

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

Freshdesk Details

Freshworks

Founded in 2011

Freshdesk videos and images

Freshdesk video
Freshdesk Software - Omnichannel ticket list - thumbnail
Freshdesk Software - Automation rules - thumbnail
Freshdesk Software - Self-service portal - thumbnail
Freshdesk Software - SLA management - thumbnail
Freshdesk Software - Team dashboards - thumbnail

Freshdesk deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

Features of Freshdesk

  • API
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Campaign Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Templates
  • Forecasting
  • Interaction Tracking
  • Internal Chat Integration
  • Lead Capture
  • Lead Generation
  • Lead Management
  • Lead Qualification
  • Marketing Automation
  • Mobile Access
  • Opportunity Management
  • Pipeline Management
  • Projections
  • Quotes/Estimates
  • Referral Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Sales Trend Analysis
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management
  • Third Party Integrations
  • Workflow Management

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  • CRM
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  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customizable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Center
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
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  • Contact Management
  • Customizable Reports
  • Event Triggered Actions
  • File Transfer
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
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  • On-Demand Recording
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  • Chat/Messaging
  • Collaboration Tools
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Service Analytics
  • Customisable Branding
  • Customisable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Email Management
  • Email Templates
  • Feedback Management
  • Forms Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Prioritization
  • Quality Assurance
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
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  • Tagging
  • Third Party Integrations
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  • Workflow Management

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  • Customisable Branding
  • Customizable Fields
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  • Customizable Templates
  • Drag & Drop
  • Email Management
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  • Gamification
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Marketing
  • Multi-Language
  • Real Time Analytics
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  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
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  • Customisable Branding
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  • Customizable Templates
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  • Multi-Channel Management
  • Multi-Language
  • Negative Feedback Management
  • Predictive Analytics
  • Ratings / Reviews
  • Real Time Analytics
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  • Real Time Monitoring
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  • Customisable Forms
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  • Monitoring
  • Multi-Channel Communication
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  • Prioritization
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  • Real Time Data
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Alternatives to Freshdesk

More Freshdesk alternatives

Reviews of Freshdesk

Read all 2,376 reviews

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
Thabo M.
Thabo M.
Managing Director in South Africa
Verified LinkedIn User
Mining & Metals, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source

TMI-SSP (PTY) LTD

5 2 years ago

Comments: Wonderful, I really like their 24hrs support system

Pros:

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK. We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Cons:

Ease of business Friendly Interface Work Anywhere (App or Web)

Alternatives Considered: Zendesk

Reasons for Choosing Freshdesk: They rely too much on chat bots The only person who spoke to me was their sales rep when she was selling me their product Poor response time to email queries (support is too slow) No 24hrs support

Switched From: Salesforce Sales Cloud

Reasons for Switching to Freshdesk: It is tried and tested within my company It has 24hrs support Quick response to customer queries

Verified Reviewer
Senior Systems Engineer in US
Verified LinkedIn User
Computer Software, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Good Customer Support Platform

5 8 months ago

Comments: Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.

Pros:

FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas

Cons:

We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.

Alternatives Considered: Jira

Reasons for Choosing Freshdesk: Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.

Switched From: Footprints

Reasons for Switching to Freshdesk: Jira is a far more complex and extensive platform

Verified Reviewer
My best help desk application in Nigeria
Verified LinkedIn User
Government Administration, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source

My best Help desk application

5 2 months ago New

Comments: This is a tool that has helped in increasing productivity of my organization as we get to service our multiple clients with the structured ticketing system. Tracking unresolved issues has also been made easy and this built trust between our clients and our organization.

Pros:

This is our best application in issue management and client support. It has been helpful through its use in resolution of client based issues especially with its social media integration. Fresh desk also has one of the best support team in the market and this I an advantage which sets it above other help desk applications.

Cons:

The ticket management system is not that helpful. While having complaints from multiple customers, it is very difficult to ascertain the actual team member responding to clients and this from my perspective is a major setback.

Vladimir C.
Support Manager in Russia
Computer Games, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Game company (Freshdesk)

3 6 months ago

Comments: The software is good and has big potential. I send a lot of feedback. Unfortunately bug fix process is super slow. I wish company will be grateful for the bug report which I provide for free. Thanks.

Pros:

Powerful analytics, reasonable price, cool widget, knowledge base, automations....

Cons:

Bad editor, slow bug fix. Sometimes customer has to wait for years. Success manager ignore complaints. Support do not have SLA for resolution. They can forget about you and do not update issue status for months.

Alternatives Considered: Jira and Intercom

Reasons for Choosing Freshdesk: Zendesk is not comfortable to use. Bad UI and UX. Super high price.

Switched From: Zendesk

Reasons for Switching to Freshdesk: Price and potential. I just to believe in Freshdesk.

Nitin S.
Nitin S.
Senior Graphics Designer in India
Verified LinkedIn User
Graphic Design, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source

Great ticket management software for first time customer service manager

4 3 months ago

Comments: Freshdesk is a highly useful help desk or customer complaint management platform. Its social media integration is perfect with support for Facebook pages which helped me have a sync with my daily Facebook complaints.

Pros:

What I like about Freshdesk is that we can manage all our support channels from one place, the automated reporting features are excellent and also useful to customize it according to our requirements. They also have the best support team who helps you at every stage. Reasonable price makes it affordable for first time customer service agencies or startups. We can create our own knowledge base or faq onsite in a free plan.

Cons:

The first thing I realized while using the ticket management system is that it confuses and doesn't always display the exact team member name who gave the response when multiple customers are involved in a support ticket.

Alternatives Considered: Zendesk and Zoho Desk

Reasons for Choosing Freshdesk: My team needs a much better and smooth way to serve customers online. Zoho have some complexities in dashboard and monthly report insights. Freshdesk provides more features along with quick review of customers on the dashboard that helps the team have daily or monthly insights about complaint status.

Switched From: Zoho Desk

Reasons for Switching to Freshdesk: Other softwares aimed at enterprises which help desks serving internal customers. That makes them much more costly with the same features in freshdesk. Freshdesk is focused on processing service tickets from external customers which makes me choose freshdesk over zoho desk.