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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 50,000 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-premise

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:

US$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 US$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
  • CRM Software
  • Call Center Management
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Cataloging/Categorization
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Management Software
  • Content Management System (CMS) Software
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Dashboard Software
  • Discussions/Forums
  • Email Management Software
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Full Text Search
  • IT Asset Management Software
  • IVR Software
  • Incident Management Software
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • 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 Software
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management Software
  • Text Editing
  • Third-Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives to Freshdesk

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Atera is the ultimate, AI-powered all-in-one help desk solution for MSPs and IT pros. Try for Free now!
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
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.
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Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.
Front is how companies scale customer support, combining the efficiency of a help desk with the familiarity of email. Learn more about Front
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub

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
Saskia
Saskia
Senior Director Sales Marketing in US
Verified LinkedIn User
Restaurants, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Convenient and reasonably priced

5.0 10 months ago

Comments: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.

Pros:

We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.

Cons:

There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.

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 New

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 2 weeks ago 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.

Alistair
Commercial Director in South Africa
Computer Software, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Good software, support a let down

4.0 4 months ago

Comments: Painful in terms of getting what we need. The software is good but everything else around it is a let down

Pros:

The system is comprehensive with a lot of features and plugins

Cons:

The setup process was painful. Call after call booked in with nothing really being achieved. We ended up figuring most things out ourselves. Ongoing support when there are issues is painfully slow and I feel most of the guys supporting don't understand the system fully themselves

Alternatives Considered: Front and Zendesk Suite

Reasons for Choosing Freshdesk: Useresponse had good software but was limited to WhatsApp integration and we use telegram which didn't work effectively. [sensitive content hidden] was particularly unhelpful when we were over charged and refused a refund even though it was a system issue. On principle we left.

Switched From: UseResponse

Reasons for Switching to Freshdesk: Freshdesk ticked more boxes and worked better with the team. We had very specific asks around Telegram and the way our company works and this was the only product that could accommodate

Courtney
Artist in US
Arts & Crafts, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

It is okay

5.0 3 weeks ago New

Pros:

- Ability to organize into sections with calls - Calls come in frequently - Able to see and review past calls made

Cons:

- Microphone disconnects from the program so the customer cannot hear you - Connection disconnects from time to time.