Freshdesk

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What is Freshdesk?

"Freshdesk is a cloud based customer support software."

Freshdesk is suited to any small or mid-sized business that requires a fully functional help or support department without the associated costs. Freshdesk is also suited to startups and freelancers, providing a free plan for unlimited number of agents.
Freshdesk provides a way to speed up customer support, automating certain laborious tasks such as sifting through requests and allocation tickets. This solution helps businesses interested in reducing man hours who wish to enable their staff to focus on just the most important tasks.


Freshdesk scored 89/100 in the Support & Helpdesk category. This is based on user satisfaction (87/100), press buzz (66/100), recent user trends (rising), and other relevant information on Freshdesk gathered from around the web.

The score for this software has declined over the past month. What is this?


Freshdesk Awards

Freshdesk Customer Service Software Award 2020 Freshdesk Support & Helpdesk Software Award 2017 Freshdesk Quality Choice Badge 2020 Freshdesk Trusted Vendor Badge 2020
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Support & Helpdesk Market Radar

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Freshdesk Product Overview

  • Multi Channel: Manages all support conversations in one place.

  • Productivity: Increase team’s engagement and productivity.

  • Self-Service: It is possible to create a self-service experience that supports user's brand.

  • Reporting: Measures and tracks performance using reports.

  • Integration: Extends user's support capabilities with integrations.

  • Ticketing: Everything you need to start supporting customers.


Languages: English

Support & Helpdesk Software Buyer Guide 2020

Product recommendations, vendor rankings, market overview and tips on how to select Support & Helpdesk software for business. Published in June 2020.

No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide ...

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Freshdesk Features

  • 2-Factor Authentication
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • File Sharing
  • File Transfer
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Social-Media Integration
  • Supplier Management
  • Task Scheduling/Tracking
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Time Management
  • Sales Motivator
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
  • Sales Automation

Freshdesk Pricing Plans


Other pricing information:

Sprout - Free for unlimited number of Agents
Blossom - $19 per agent per month
Garden - $35 per agent per month
Estate - $49 per agent per month
Forest - $89 per agent per month

Credit card required: N/A

Freshdesk FAQs

Who are the main user groups of Freshdesk?

This customer service solution is suited to any small or mid-sized business that requires a fully functional customer support.

What is Freshdesk generally used for?

It is used to help companies handle their customers’ problems across various channels.

What platforms does Freshdesk support?

It is web-based platform. Native mobile app: Android, iPhone-iPad,Windows Phone.

Does Freshdesk offer an API?

It offers RESTful API.

Does Freshdesk offer multi-user capability (e.g. teams)?

Freshdesk offers Multi-user , Multi-product support , Multi-language & Multi-time zone support for your global company

Does Freshdesk integrate with any other apps?

Freshdesk includes out-of-the-box integrations with many popular business applications like CRM systems, invoicing tools, and eCommerce solutions, among others.
It is also tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail.
Some of the integrations include but not limited to Salesforce,Freshsales,Pipedrive, Dropbox, Shopify, Magento, Hubspot, Microsoft Dynamic CRM, Facebook, Twitter, Slack, Segment

Does Freshdesk offer guides, tutorials and or customer support?

Yes. This service offers guides, tutorials and customer support across all levels.

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Freshdesk User Reviews

Average User Rating:
4.34/5 based on 2564 user ratings.
Your Rating:

Sentiment Scale
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User Sentiment Map

The sentiment map shows a snapshot of how Crozdesk users have rated Freshdesk over time. It shows how existing users see Freshdesk with regards to its usefulness, ease of use, value for money and customer service.

Overall
8.9/10
Arrow Left Recent Older Arrow Left
Usefulness
9.0/10
Ease of use
9.3/10
Value for money
8.2/10
Customer service
9.0/10
User profile picture

"Freshdesk - Ticketing System"


What do you like about Freshdesk?

We use Freshservice as ticketing system since the last 3 years.
It's a great software as a service with full functionalities required in a ticketing system.
It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments.
It helps us to track all the IT issues on a ordered manner.

What do you dislike about Freshdesk?

Being a SaaS we are missing on governance. There are different additional things we would like to implement, but not everything can be done. For example it's missing the invoices management..

What have you been using it for and what problems did Freshdesk solve?

We are tracking all our IT issues. The users are sending an email to freshservice and a ticket is immediately opened. The ticket then is assigned to the correct team based on the subject of the email.

5/5
Usefulness
5/5
Ease of use
4/5
Value for money
4/5
Customer service
User profile picture

"Best Support solution"


What do you like about Freshdesk?

Freshdesk is an all-in-one solution for Support which will help to serve the customers / Visitors.

What do you dislike about Freshdesk?

Addon feature is missing. If added its an Complete support solution for everyone.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"Excellent records of conversations to improve your customer service "


What do you like about Freshdesk?

Freshdesk is a software in the cloud that streamlines customer conversations through channels such as email, social networks, telephone and chat. With a powerful set of intuitive functions that focus on productivity and collaboration, it facilitates teams of all sizes to ensure an excellent customer support experience and maximizes agent efforts and avoids sending multiple responses to the customer allowing Have your Help desk inform agents if a ticket is already being processed, or using agent collision detection.

What do you dislike about Freshdesk?

The negative thing that has the free version of Freshdesk is for a very limited number of agents is only one as a free trial to be able to try the few functionalities of the software and so to go ahead and buy the full version, I consider that the free version should come complete and thus be able to understand its operation well before opting for a payment contract

What have you been using it for and what problems did Freshdesk solve?

Freshdesk has helped me to work with members of our team from any part of the company to offer quick and consistent answers for our clients and gives us clarity in support work processes by converting incoming technical support requests to emails electronic in Help Desk tickets, prioritized and automatically assigned to the appropriate agents and also we can share the ownership of the tickets and discuss them with the teammates and experts of the company to find the best solutions to the problems of customers

3/5
Usefulness
5/5
Ease of use
3/5
Value for money
4/5
Customer service
User profile picture

"Serve your customers!"


What do you like about Freshdesk?

FreshDesk special to serve your customers, through tickets. with Freshdesk you can have very well chronologically organized the tickets, in such a way that you can not ignore any client, I like this function as it serves as a reminder and you will not overlook the different requests.

Freshdesk has a function that allows us to observe detailed information of each person, for example, email, first and last name and also telephone number of each applicant. streamlining communication.

This software is economical

helps you organize when serving your customers.

Help solve problems in an organized way

What do you dislike about Freshdesk?

for Freshdesk since it is a very complete software that has precise and well designed functions for its daily function

What have you been using it for and what problems did Freshdesk solve?

Freshdesk allows me to keep up to date with the requests of each client, taking care of their requests as well as solving problems of them. with Freshdesk I can have in an orderly way the turns of each person in this software

5/5
Usefulness
5/5
Ease of use
1/5
Value for money
5/5
Customer service
User profile picture

"Software to assist customers"


What do you like about Freshdesk?

I like Freshdesk thanks to its ease of use, it has contributed its functionality to the technical support for all the clients that send their questions. I consider that it has a chat and instant messaging that allows me to respond in real time to the inconveniences of my clients. It has options and tools that contribute to perform great functions, together it provides statistics of claim tickets.

What do you dislike about Freshdesk?

There is little personalization that can be offered, it is better that each work colleague has a more comfortable board for a better experience.

What have you been using it for and what problems did Freshdesk solve?

The greatest benefit we have obtained is the satisfaction we obtain from the clients to whom we contribute our most efficient work. We offer assistance in real time, where we seek to bring solutions to all the problems in the shortest time possible, trying to cover each time a greater number of tickets.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"Optimization of communication with customers"


What do you like about Freshdesk?

It allows us to take control of the support and assistance to our clients, where we can formally assist them, resolve all their doubts and inconveniences and find the best solution to their questions. With the integrations we have completed all the functions we needed, now using Freshdesk has become our number one tool to work and have an ideal communication with our customers. Optimizes communication by providing the opportunity to use either email, cellphone, chat. It is also easy to administer the requests by registration date to provide a quick response, visualizing the status of each claim streamlining the tracking process.

What do you dislike about Freshdesk?

In relation to its tools and its correct functionality, everything has gone well, even with the constant improvements, the experience in the software has improved. However, sometimes you can get a little slow when the work is very big. We handle the requests of all our clients through Freshdesk, but many times the work is accumulated and the administration of many clients can be a little complicated.

What have you been using it for and what problems did Freshdesk solve?

Without a doubt, Freshdesk has been a friendly tool for our work. It has facilitated communication with each of our clients, we respond to your requests more quickly and find solutions that meet your needs. We find the ideal tool to provide a high quality customer service. We obtain better results and in general, both my colleagues at work and the clients we serve, are satisfied with the work we do together with Freshdesk.

4/5
Usefulness
4/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"FreshDesk is a good Desk"


What do you like about Freshdesk?

I like that it's easy to use. I like that has automations such as canned responses, rules to auto assign based on criteria, and good data visulations and dashboards so we know who's behind. I also like that each rep can make their own lists of late/over due tickets.

What do you dislike about Freshdesk?

The integrations are sorta week. We connected it with another system but you basically a one-way sync from the other system to freshdesk. Plus, you won't see the contact info from the other system unless you click and extra thing. Freshdesk has ALOT of integrations so it may be different with different ones but we only need one so that's my experience.

What have you been using it for and what problems did Freshdesk solve?

Freshdesk allows our team to make sure we are responding to tickets within 4 hours and to know if any tickets are not followed up quickly. That keeps the people we support happy.

4/5
Usefulness
5/5
Ease of use
4/5
Value for money
3/5
Customer service
User profile picture

"Messaging with ticket system"


What do you like about Freshdesk?

The great advantage of software are its different forms of communication, they are excellent alternatives to keep communication constantly active. With the ticket service it has been easier to attend customer service, we cover much more each inquiry and we can filter opinions and questions. With integrations to our messaging, it relieves work and everything becomes much simpler.

What do you dislike about Freshdesk?

Handling the large number of customers who need our support can be a bit complicated to manage, however, even so the system is easier to manage than with other software that we tested. In general lines the system of use and support has worked perfectly and has not generated any kind of problem.

What have you been using it for and what problems did Freshdesk solve?

Undoubtedly we have solved communication problems, now we maintain a constant and quality communication with each one of our clients, we attend to all your questions and solve any problem they have quickly. Integrating Freshdesk to our daily work and to the assistance needed for our clients has made our product easily increase the quality and professionalism.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"Follow up and support for any inconvenience"

// Manager of Sales at Ralph Lauren

What do you like about Freshdesk?

It allows me to do what I want, it adapts completely to my work with multiple functions, the use of the API has been essential, it has very good and complete tools. It is easily integrated with the subsystems, this provides an opportunity for a more fluid work, accessibility is something vital and the fact that you can use it from the PC or from the mobile application has made everything much simpler. Automate the management of customer service by email in search of better answers. The distribution of work with all work equipment is possible thanks to Freshdesk.

What do you dislike about Freshdesk?

Managing emails can be a great job, and Freshdesk automates all this. But we meet daily with common questions among our customers and, sometimes, we write in detail each email can be annoying when we have to repeat the same information, it would be ideal if it offered some type of template or format that can offer the same. The necessary information to be sent to each client in these cases. It would also be amazing to be able to attach documents and images that can interpret the answers, so it would be much more visual and the clients would understand it more easily.

What have you been using it for and what problems did Freshdesk solve?

Without a doubt, I can attribute the exceptional work of automation of all our customer support emails, of quality, to Freshdesk. It has been our salvation in the company to increase the speed of our responses, since, as an important benefit, it is worth noticing how happy and satisfied our customers are.

4/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"Excellent product with a lot of cool features"

// Sales Manager at Red Bull Distribution Company

What do you like about Freshdesk?

Freshdesk is smooth, clean, efficient and easy to use. It is an excellent support channel for users, which allows you to create tickets through e-mail, web forms, social networks, and other features. Configuration is easy and works well to create different groups and workflows. Notifications are also excellent.

What do you dislike about Freshdesk?

I do not like how some screens shrink, so it's hard to see things at the agent's end. I found the new design a little confusing at first.

What have you been using it for and what problems did Freshdesk solve?

We currently use Freshdesk as our sole ticketing system. This service brought many new things to our department.

4/5
Usefulness
4/5
Ease of use
3/5
Value for money
3/5
Customer service
User profile picture

"Applications with a lot of cool features"

// Sales Manager at Extra Vital Science

What do you like about Freshdesk?

Freshdesk has a very good features like a natively integrating with Facebook and Twitter. Also, the setup process is very easy and even assisted by tutorials. You can automate Freshdesk's tickets in three main ways, also you can also create skills for automatically routing tickets to specific agents or teams. All this gives you a lot of flexibility for your business workflows.

What do you dislike about Freshdesk?

The reporting in Freshdesk is sufficient but not enterprise level. You can do a lot of filtering on the built-in reports, but there's not a lot of flexibility to create custom reports from scratch.

What have you been using it for and what problems did Freshdesk solve?

We currently use Freshdesk as our sole ticketing system. This service brought many new things to our department.

5/5
Usefulness
4/5
Ease of use
4/5
Value for money
5/5
Customer service
User profile picture

"Easy and simple way of using in business"

// Client Support Manager at Talkabout Technologies

What do you like about Freshdesk?

Freshdesk is easy to navigate and use with multiple configuration options to meet most business needs. It is also reasonably priced, which makes it a cost-effective tool for small businesses such as ours. Freshdesk also supports third-party integration that allows you to connect to most popular social networking channels and CRM solutions. I think it's just a plus if you have a program for your device, like Freshdesk. Will make you focus more on other things. It's better to have, than just think, to start using.

What do you dislike about Freshdesk?

It would be nice to be able to create a second client portal for other internal teams without having to worry about multiple administrator portals. We would also like to see a solid integration of the calendar.

What have you been using it for and what problems did Freshdesk solve?

The opportunity to communicate with people on the other side of the world - China. I can ask questions, send requests for help - all without having to make a phone call and spend time on the hold. This is especially cool, as a parent living at home. It also provides a one-stop shop for all learning needs with lessons, rules, recommendations and suggestions.

5/5
Usefulness
4/5
Ease of use
5/5
Value for money
5/5
Customer service
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