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, U.S.
  • Founded in 2011

Freshdesk support

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

Countries available

Albania, Algeria, Aruba, Australia, Austria and 110 others

Languages

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

About the vendor

  • Freshworks
  • Located in San Mateo, U.S.
  • Founded in 2011

Freshdesk support

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

Countries available

Albania, Algeria, Aruba, Australia, Austria and 110 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

Compare Freshdesk pricing with similar products

Freshdesk

Freshdesk

US$0.00
Free Version
Free Trial
US$19.00/month
Free Version
Free Trial
US$14.00/month
Free Version
Free Trial
Pricing not provided by vendor
Free Version
Free Trial

Features of Freshdesk

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Call Center Management
  • Call Monitoring
  • Call Recording Software
  • Cataloging/Categorization
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Contact Management Software
  • Content Management System (CMS) Software
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Discussions / Forums
  • Dispatch Management
  • Electronic Signature
  • Email Management Software
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Full Text Search
  • Incident Management Software
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking Software
  • Job Management
  • 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
  • On-Demand Recording
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Planning/Scheduling
  • Queue Management
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Routing
  • Scheduling Software
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management Software
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Web-based Deployment
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management Software

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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
Daisy
Daisy
Integration Partner Manager in Belgium
Verified LinkedIn User
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

All-in-one solution and gradually extendible

5.0 2 months ago New

Pros:

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Cons:

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Nici
SEO and Social Media Consultant in Australia
Marketing & Advertising, Self Employed
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Useful Help Desk/Call Centre Package

5.0 2 months ago New

Comments: I used this software whilst running a software helpdesk/call centre. At the time I compared all the alternatives and felt it was the best one for the price.

Pros:

Email management and the ability for connected issues to be linked was really impressive.

Cons:

Integration with Jira would have been a great feature.

Verified Reviewer
Business head, North America in Canada
Verified LinkedIn User
Computer Software, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Used it for an year but wasn't scaleable and broken

3.0 2 months ago New

Pros:

Freshdesk had a good interface and easy to use

Cons:

all functionalities that were required were not supported and system used to go down frequently

Shayla
Shayla
Human Resources Specialist in U.S.
Verified LinkedIn User
Internet, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent customer support ticket system

4.0 4 months ago

Comments: Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Pros:

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Cons:

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Sushant
Sushant
Co-Founder in India
Verified LinkedIn User
Education Management, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great tool to provide superior customer experience

4.0 4 weeks ago New

Pros:

Integrations within the Freshworks product suite make things super simple. I liked the smooth integrations with Freshchat and Knowlarity. Freshdesk also provides the API to fetch all the data to push to our internal system. We used that to build our reports on top of Freshdesk.

Cons:

Reporting around ticket management can be improved. We had to build our internal reporting while using Freshdesk. The combined reporting of Freshchat & Freshdesk would have helped a lot as well so that we don't have to look into two different systems. Also, their Freshchat bots were very expensive so we relied on our internal categories.