Capterra offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Learn more
Our commitment
Independent research methodology
Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. Learn more
How Capterra verifies reviews
Capterra carefully verified over 2.5 million+ reviews to bring you authentic software and services experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. Learn more
How Capterra ensures transparency
Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software and service providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. Learn more
Freshdesk
Freshdesk Overview:
What Is Freshdesk?
Freshdesk is an AI-powered customer service platform that unifies support channels in one intuitive workspace. It features a centralized Command Center that consolidates conversations, intelligence, and insights for efficient issue resolution. The system includes omnichannel support capabilities, advanced ticketing functionality, and automated workflows for routing and prioritization.
Freddy AI, the platform's intelligent assistant, handles repetitive queries automatically while providing agents with summaries, translations, and reply suggestions to enhance productivity. The system includes self-service options through knowledge bases and AI agents that help resolve customer inquiries.
Freshdesk integrates with existing business applications, creating a connected environment for customer service teams. The platform combines ticketing and conversational support in one system, enabling teams to deliver consistent service across email, chat, social media, and self-service channels.
Who Uses Freshdesk?
Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses.
Where can Freshdesk be deployed?
Cloud-based
On-premise
View 5 more
Overall rating
See all reviews
Based on 3,395 reviews
Reviews sentiment
Positive
94%
Neutral
5%
Negative
1%
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
Show more details
Albania, Algeria, Argentina, Aruba, Australia
Countries available
Countries where the product is available. Note: Customer support may not be accessible in that country.
- Albania
- Algeria
- Argentina
- Aruba
- Australia
- Austria
- Azerbaijan
- Bahamas
- Bahrain
- Bangladesh
- Barbados
- Belarus
- Belgium
- Benin
- Bosnia and Herzegovina
- Brazil
- Brunei
- Bulgaria
- Burkina Faso
- Cambodia
- Cameroon
- Canada
- Chile
- China
- Colombia
- Congo - Kinshasa
- Costa Rica
- Croatia
- Cuba
- Czechia
- Denmark
- Dominican Republic
- Egypt
- El Salvador
- Estonia
- Ethiopia
- Finland
- France
- French Polynesia
- Georgia
- Germany
- Ghana
- Greece
- Guatemala
- Guinea
- Honduras
- Hong Kong SAR China
- Hungary
- India
- Indonesia
- Iran
- Iraq
- Ireland
- Israel
- Italy
- Japan
- Jersey
- Jordan
- Kazakhstan
- Kenya
- Kuwait
- Latvia
- Lebanon
- Lithuania
- Luxembourg
- Macao SAR China
- Madagascar
- Malawi
- Malaysia
- Malta
- Martinique
- Mauritius
- Mexico
- Morocco
- Namibia
- Netherlands
- New Caledonia
- New Zealand
- Nicaragua
- Nigeria
- North Macedonia
- Norway
- Pakistan
- Palestinian territories
- Papua New Guinea
- Peru
- Poland
- Portugal
- Puerto Rico
- Qatar
- Romania
- Russia
- Saudi Arabia
- Serbia
- Sierra Leone
- Singapore
- Slovakia
- Slovenia
- South Africa
- South Korea
- Spain
- Sri Lanka
- Sudan
- Sweden
- Switzerland
- Taiwan
- Tanzania
- Thailand
- Tonga
- Trinidad and Tobago
- Tunisia
- Türkiye
- United Arab Emirates
- United Kingdom
- United States
- Uzbekistan
- Vietnam
- Yemen
- Zambia
- Zimbabwe
Languages
Show more details
Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese
Languages
Languages that the product is available in.
- Arabic
- Brazilian Portuguese
- Bulgarian
- Catalan
- Chinese
- Czech
- Danish
- Dutch
- English
- Estonian
- Finnish
- French
- German
- Greek
- Hebrew
- Hindi
- Hungarian
- Indonesian
- Italian
- Japanese
- Korean
- Latvian
- Lithuanian
- Malay
- Norwegian
- Polish
- Portuguese
- Romanian
- Russian
- Serbian
- Serbian
- Slovak
- Slovenian
- Spanish
- Swedish
- Thai
- Traditional Chinese
- Turkish
- Ukrainian
- Vietnamese
Features of Freshdesk
Other great alternatives to Freshdesk
Top rated features
CRM Software
Interaction Tracking
Top rated features
Communication Management
Real-Time Monitoring
Top rated features
Incident Management Software
Support Ticket Management
Top rated features
Alerts/Escalation
Support Ticket Management
Top rated features
Alerts/Escalation
Ticket Management
Top rated features
Real-time Consumer-facing Chat
Support Ticket Management
Top rated features
Call Logging
Call Recording Software
Top rated features
Support Ticket Management
Task Management Software
Top rated features
Content Management System (CMS) Software
Reporting/Analytics
Capterra verified reviews for Freshdesk
Translation Disclaimer
This service may contain translations provided by google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.
Overall rating
Based on 3,395 reviews
Write a Review!
Filter reviews (3,395)
Filter reviews (3,395)
Filter reviews (3,395)
Sort by
Carissa
Marketing and sales manager in Canada
Food Production, 11–50 Employees
Used the Software for: 1+ year
"A great asset for our growing company"
June 13, 2025
Overall, I’m really happy that we have Fresh Desk. We use it for both our phone and our email inquiries. It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets.
Pros:
I really like Fresh Desk because as a growing company we were finding it hard to manage the volume of customer request we were getting Fresh Desk makes things so much more organized and allows. Our team members to work better together on who’s helped too and get things resolved quickly.
Cons:
The only thing I really don’t like about Fresh Desk are the fact that you can’t have part-time team members they have to be the same price as full-time team members and I do find the Support to be a little bit difficult to work with when we’ve needed help with issues
Alternatives Considered:
Reasons for Switching to Freshdesk:
Better price and worked better for our needs we needed a phone
Reviewer Source
Show more details
Anonymous reviewer
Computer Software, 51–200 Employees
Used the Software for: 2+ years
"You get what you pay for"
December 5, 2024
It really did feel like a big downgrade from Zendesk. I was hoping to be proved wrong in how big of a downgrade it was, but it's quite significant from the onboarding, support, and functionality. If you're just looking for a simple customer support platform on a budget, then Freshdesk is for you. If you're looking for more, you need to spend more.
Pros:
When compared to Zendesk which is what we switched from to save money, Freshdesk was much cheaper and our support team found it a bit easier to use. That's where the pros stop, I wish we didn't switch because it really handcuffs my marketing team in regards to what we want to do.
Cons:
If you're looking to customize your helpdesk, Freshdesk is not for you. The customization in Freshdesk is very minimal when compared to a Zendesk specifically. I think there are lower cost alternatives to Freshdesk that offer more.
Reviewer Source
Show more details
Gary
Owner in Canada
Information Technology & Services, Self Employed
Used the Software for: 1+ year
"Good help desk choice for small businesses"
March 28, 2024
Pros:
Fairly easy to set up, and is a good option for small online businesses.
Cons:
The onboarding process for a new customer to receive help was a bit cumbersome.
Reviewer Source
Show more details
Ibadat
agent in Canada
Verified LinkedIn User
Leisure, Travel & Tourism, 51–200 Employees
Used the Software for: 1-5 months
"most convenient ticketing tool"
March 1, 2024
Pros:
easy to use, great user interface which makes it easier to search and work upon
Cons:
themes option are fixed by organization and it would be good if users have option to change
Reviewer Source
Show more details
Verified Reviewer
Verified LinkedIn User
Information Technology & Services, Self Employed
Used the Software for: 1+ year
"Serves well for a small Managed Services Provider"
October 20, 2019
Works well as a central support desk. Been using it for two years now. Simple and effective.
Pros:
This software has pretty much all the features a small Managed Services Provider would need. Simple to setup and effective to use.
Cons:
The quality control could use more work. Support leaves much to be desired. No SSL included in the desk support portal.
Reviewer Source
Show more details