About Freshdesk

Freshdesk is a SaaS-based customer support software that offers everything businesses need to deliver great customer service including omnichannel capabilities, automated ticket routing, in-depth reporting, self-service options, SLA management, and much more.

Freshdesk unifies requests coming in across email, phone, web, chat and social, and helps your team stay on top of all conversations within a single view. It also delivers a seamless user experience to agents and helps them stay at their productive best.

Unlike other products in the industry that come with steep pricing tiers and hidden costs, Freshdesk is priced affordably and has a free forever plan with unlimited agent seats.

Pricing starting from:

US$18.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Freshdesk

Intuitive UI - Setting up an account on Freshdesk, and getting familiar with the tool is an effortless experience thanks to the smooth and easy-to-navigate user interface.

Omnichannel capabilities - Stay on top of requests coming in from email, web, phone, chat and social media from a single location and automatically route requests from different channels to the right agents.

Improved productivity - Freshdesk has been designed to help agents stay at their productive best and comes with powerful automations that reduce repetitive tasks.

Increased capabilities - Do more with Freshdesk by plugging in tools from the Freshdesk marketplace which hosts over 500 apps such as Salesforce, Jira, WordPress, and Shopify.

Round-the-clock support - Freshdesk offers 24*7 email, phone, and chat support.

Devices

Business size

S M L

Markets

United Arab Emirates, Albania, Austria, Australia, Aruba and 110 others, Azerbaijan, Bosnia & Herzegovina, Barbados, Bangladesh, Belgium, Burkina Faso, Bulgaria, Benin, Brunei, Brazil, Bahamas, Belarus, Canada, Congo - Kinshasa, Switzerland, Cameroon, China, Costa Rica, Cuba, Czechia, Germany, Denmark, Dominican Republic, Algeria, Estonia, Egypt, Spain, Ethiopia, Finland, France, United Kingdom, Georgia, Ghana, Guinea, Greece, Guatemala, Hong Kong SAR China, Honduras, Croatia, Hungary, Indonesia, Ireland, Israel, India, Iraq, Iran, Italy, Jersey, Jordan, Japan, Kenya, Cambodia, South Korea, Kuwait, Kazakhstan, Lebanon, Sri Lanka, Lithuania, Luxembourg, Latvia, Morocco, Madagascar, North Macedonia, Macao SAR China, Martinique, Malta, Mauritius, Malawi, Mexico, Malaysia, Namibia, New Caledonia, Nigeria, Nicaragua, Netherlands, Norway, New Zealand, French Polynesia, Papua New Guinea, Pakistan, Poland, Puerto Rico, Palestinian Territories, Portugal, Qatar, Romania, Serbia, Russia, Saudi Arabia, Sudan, Sweden, Singapore, Slovenia, Slovakia, Sierra Leone, El Salvador, Thailand, Tunisia, Tonga, Turkey, Trinidad & Tobago, Taiwan, Tanzania, United States, Uzbekistan, Vietnam, Yemen, South Africa, Zambia, Zimbabwe

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, zh-hant

Pricing starting from:

US$18.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

Freshdesk Software - Customer conversations from across channels
Freshdesk Software - Automation rules
Freshdesk Software - Collaboration from within the ticket
Freshdesk Software - Self-service portal
Freshdesk Software - Multilingual self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Team dashboard
Freshdesk Software - Omnichannel ticketing
View 9 more
Freshdesk video
Freshdesk Software - Customer conversations from across channels Freshdesk Software - Automation rules Freshdesk Software - Collaboration from within the ticket Freshdesk Software - Self-service portal Freshdesk Software - Multilingual self-service portal Freshdesk Software - SLA management Freshdesk Software - Team dashboard Freshdesk Software - Omnichannel ticketing

Features

Total features of Freshdesk: 120

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • CRM
  • Call Centre Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloguing/Categorisation
  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Content Creation
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Import/Export
  • Decision Support Systems
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritisation
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Virtual Assistant
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Alternatives

Zendesk

4.4
#1 Alternative to Freshdesk
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Zoho Desk

4.5
#2 Alternative to Freshdesk
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

LiveAgent

4.7
#3 Alternative to Freshdesk
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Salesforce Service Cloud

4.4
#4 Alternative to Freshdesk
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

Reviews

Overall rating

4.5 /5
(2,366)
Value for Money
4.4/5
Features
4.3/5
Ease of Use
4.5/5
Customer Support
4.5/5

Already have Freshdesk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 2,366
Thabo M.
Overall rating
  • Industry: Mining & Metals
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

TMI-SSP (PTY) LTD

Reviewed on 16/01/2020

Wonderful, I really like their 24hrs support system

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
Nitin S.
Overall rating
  • Industry: Graphic Design
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great ticket management software for first time customer service manager

Reviewed on 19/08/2021

Freshdesk is a highly useful help desk or customer complaint management platform. Its social media...

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

Zoho Desk and Zendesk

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.
Vladimir C.
Overall rating
  • Industry: Computer Games
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Game company (Freshdesk)

Reviewed on 20/05/2021

The software is good and has big potential. I send a lot of feedback. Unfortunately bug fix process...

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

Intercom and Jira

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.
Farah M.
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 201-500 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Efficient & Effective

Reviewed on 28/06/2021

Good for ticketing. Does the job. Easy to setup. Gr8 Customer Service team.

Good for ticketing. Does the job. Easy to setup. Gr8 Customer Service team.

Pros

easy to use, easy to setup, cost effective

Cons

Reporting can be improved, especially for omni channel
Integrations are weak. Needs big time improvement here, to have inbuild features rather than using 3rd party.

Alternatives Considered

Zoho Desk and Zendesk

Reasons for Choosing Freshdesk

Zendesk is a rip off. Terrible Customer service

Switched From

Zendesk

Reasons for Switching to Freshdesk

Price, Functionality, CS
Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Good Customer Support Platform

Reviewed on 05/04/2021

Overall a positive experience with FreshDesk. The product was fairly easy to implement since we...

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
Showing 5 reviews of 2,366 Read all reviews

Freshdesk FAQs

Below are some frequently asked questions for Freshdesk.

Freshdesk offers the following pricing plans:

Freshdesk is priced per support agent per month, and has 4 different plans. Free- $0 (unlimited free agents) Growth- $18/agent/month billed monthly or $15/agent/month billed yearly Pro- $47/agent/month billed monthly or $39/agent/month billed yearly Enterprice- $83/agent/month billed monthly or $69/agent/month billed yearly

Freshdesk has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Freshdesk supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, zh-hant

Freshdesk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Freshdesk integrates with the following applications:

Aircall, Ameyo, BILLIVING, Batchbook, BigCommerce, Box, CS-Cart, Campaign Monitor, Capsule, ChargeDesk, CollabSpot, Constant Contact, CustomerGauge, Dropbox Business, Easy Insight, Facebook for Business, Five9, FluentStream, FreshBooks, Freshsales, FullContact, GitHub, Gmail, Google Analytics, Google Calendar, Google Contacts, Google Drive, Google Hangouts, Google Workspace, Harvest, HelpOnClick Help Desk Software, Highrise, HipChat, Hootsuite, HubSpot Marketing Hub, Hubstaff, Insightly, Jira, Keap, Klipfolio, Localize, LogMeIn Rescue, Magento Commerce, Mailchimp, Microsoft Teams, Nimble, Olark, OneDrive, OneLogin, OneSky, Pipedrive, Pipeline, Pipeliner CRM, Pivotal Tracker, ProProfs Knowledge Base, QuickBooks, QuickBooks Online Advanced, RingCentral Contact Center, SEOshop eCommerce, Salesforce Sales Cloud, Salesforce Service Cloud, Segment, Shopify, Slack, SnapEngage, Solve CRM, SugarCRM, SurveyMonkey, Talkdesk, Time Doctor, Transifex, Twitter, Userlike, WooCommerce, Woopra, WordPress, WorkflowMax, Xero, Zapier, Zoho CRM, Zoom Meetings, elevio, iContact, ilos, iorad

Freshdesk offers the following support options:

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

Related categories

See all software categories found for Freshdesk.