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.

Freshdesk Software - Omnichannel ticket list Freshdesk Software - Automation rules Freshdesk Software - SLA management Freshdesk Software - Freshdesk knowledge base Freshdesk Software - Freshdesk overview of dashboard

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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
Aman
Aman
Associate Consultant in India
Verified LinkedIn User
Information Technology & Services, 5,001-10,000 Employees
Used the Software for: 1+ year
Reviewer Source

A Comprehensive CRM Solution for Streamlining Customer Support

5.0 2 months ago New

Comments: Overall, my experience with Freshdesk for CRM was a positive one. The platform is easy to use and provides an intuitive interface for tracking customer support requests. Additionally, the various features available are useful for streamlining customer service operations while providing customers with a better overall experience. While there are some areas where improvements could be made in order to provide more comprehensive capabilities, the cost of subscription may not make it feasible for smaller businesses.

Pros:

I liked that Freshdesk provided a comprehensive CRM solution for streamlining customer support. The intuitive, modern interface made it easy to use and customize, while the powerful features enabled me to manage multiple customer queries efficiently. The platform also offers a wide range of features, including automated ticketing, email integration, reporting tools, and analytics capabilities.

Cons:

While the platform offers some helpful features, such as reporting and analytics tools, there are still areas where improvements could be made in order to provide more comprehensive customer support capabilities. Lastly, I found the onboarding process to be somewhat cumbersome and time-consuming.

Ahmed
Ahmed
Founder, Biomedical Engineer & Data Scientist in Egypt
Verified LinkedIn User
Information Technology & Services, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Experience The Magic of Freshdesk An Affordable Solution for Effortless CS.

5.0 2 weeks ago New

Comments: Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business problems and improve our customer service and support, The benefits we have realized from using Freshdesk include improved customer satisfaction, better communication and collaboration, and increased efficiency and productivity.

Pros:

Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.

Cons:

Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.

Sahil
Vice President in India
Automotive, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Freshdesk for Startups

3.0 2 weeks ago New

Comments: Decent experience with average results.

Pros:

Easy on pocket.Easy to initiate. Multiple options of service as per requirement.

Cons:

Sales Campaign can be improvised. More options to customise the mail & make it interactive.

Jade
Learning and Development Supervisor in Philippines
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Freshdesk has simplified customer service, increased agent productivity, and is cloud-based.

4.0 3 months ago

Comments: It is very efficient, simple, and collaborative. It's difficult to overlook a ticket because notifications are everywhere, and you can also add reminders under To-Do for a specific ticket. It is cloud-based, so our team can work from anywhere.

Pros:

It is simple to create a ticket after a phone call and assigning tickets to support teams takes only a few clicks. It also assigns tickets to agents automatically based on pre-defined rules. The ease of collaborating with other departments when you need their assistance with a specific scenario. Simply add notes, assign tickets to them, and they will be notified. It also made it easier for me to create canned responses and knowledge base articles.

Cons:

We recently set up Service Level Agreement(SLA) policies help us setup and maintain targets for the duration within which our teams respond and resolve tickets. I had to had to add them one by one manually as you can't do bulk entries. Took me awhile.

Alejandro
Security Manager in Spain
Accounting Software, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

The best ticket management tool I have ever worked with

5.0 2 weeks ago New

Comments: There are really few complaints as it works very well and meets our needs.

Pros:

It is very customizable and has many options but in my opinion the best are the recursive tickets as it allows us to manage repetitive tasks.

Cons:

The price of licenses per user is quite high.