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Freshdesk

Premium Seller
Verified, optimized for fast response, and a trusted software solution
Tekpon Score
9.2

Freshdesk Reviews

& Product Details

What is Freshdesk? 

Freshdesk, developed by Freshworks, is a cloud-based customer support software designed to help businesses manage customer queries efficiently across various channels. It offers a comprehensive suite of tools to streamline customer service operations, including ticket management, automated workflows, and multi-channel support.

One of the key features of Freshdesk is its ability to consolidate customer interactions from email, phone, chat, social media, and other messaging apps into a single view. This centralized approach helps support teams respond to queries faster and more effectively. The platform also supports collaborative features such as team inboxes, private and public notes, and task management, enabling seamless teamwork in resolving customer issues.

Freshdesk’s automation capabilities allow businesses to set up rules for routing and assigning tickets based on agent availability, skills, or workload. This reduces manual tasks and ensures that customer inquiries are directed to the most appropriate support agents. Additionally, the software includes a comprehensive knowledge base and self-service portal, empowering customers to find answers independently and reducing the load on support teams.

Advanced analytics and reporting tools in Freshdesk provide insights into agent performance, ticket trends, and customer satisfaction, helping businesses make data-driven decisions to improve their support processes. The platform is highly customizable, allowing users to tailor it to their specific business needs and integrate it with other Freshworks products and third-party applications.

Freshdesk is suitable for businesses of all sizes, offering scalable solutions that can grow with the company’s needs. It is particularly beneficial for those looking to enhance their customer support experience through efficient ticket management and automation.

Best For

Online helpdesk system and customer service software.
  • StartUps
  • Freelancers
  • Small Business
  • Medium Business
  • Large Enterprise
  • Non-profit Organization
  • Personal
  • Cloud, SaaS, Web-Based
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Company Name

    Freshworks Inc.

  • Located In

    United States

  • Website

    freshworks.com

Starting from:

$18 /agent/month

Pricing Model: Subscription

Pricing Details:

Freshdesk offers four pricing plans: Free, Growth, Pro, and Enterprise. The Free plan includes basic features for unlimited agents. The Growth plan starts at $15 per agent per month when billed annually, Pro at $39 per agent per month, and Enterprise at $69 per agent per month, all with increasing levels of functionality and support. A free trial is also available.

See Freshdesk Coupons

Freshdesk Free

Free
up to 10 agents

Freshdesk Growth

$18per agent
Monthly

Freshdesk Pro

$59per Agent
Monthly
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Appointment Management
  • Assignment Management
  • Automated Routing
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Management
  • Customer Database
  • Email Management
  • Feedback Management
  • Full Text Search
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Management
  • Live Chat
  • Multi-Channel Management
  • Prioritization
  • Queue Management
  • Real-Time Monitoring
  • Reporting & Statistics
  • Rules-Based Workflow
  • Self Service Portal
  • Social Media Integration
  • Support Ticket Management
  • Task Management
  • Virtual Assistant

Additional Features

  • Issue Tracking
  • SSL Security
  • Screen Sharing
  • Project Management
  • Email Templates
  • Problem Management
  • Real-Time Chat
  • Support Ticket Tracking
  • Multiple User Accounts
  • Content Creation
  • API
  • Routing
  • Mobile Access
  • Employee Management
  • Session Recording
  • Case Management
  • Customer Communication
  • Negative Feedback Management
  • Multi-Channel Communication
  • Summary Reports
  • File Sharing
  • Real-Time Updates
  • Online Forums
  • Customer History
  • Surveys & Feedback
  • Sentiment Analysis
  • Predictive Analytics
  • Data Import/Export
  • Real-Time Notifications
  • Event Triggered Actions
  • Survey/Poll Management
  • Dashboard
  • Performance Metrics
  • Multi-Language
  • Workflow Management
  • Cataloging/Categorization
  • Social Media Monitoring
  • CRM
  • Engagement Tracking
  • Discussions/Forums
  • Remote Access/Control
  • Knowledge Management
  • Computer Telephony Integration
  • Knowledge Base Management
  • Automatic Call Distribution
  • Activity Tracking
  • Archiving & Retention
  • Text Editing
  • IVR/Voice Recognition
  • Workflow Configuration
  • Customer Experience Management
  • Customizable Reports
  • Issue Auditing
  • Conferencing
  • Role-Based Permissions
  • Tagging
  • Single Sign On
  • Drag & Drop
  • Customizable Branding
  • Monitoring
  • Third-Party Integrations
  • Customer Segmentation
  • Gamification
  • Content Management
  • Search/Filter
  • On-Demand Recording
  • Decision Support
  • Customizable Templates
  • Macros/Templated Responses
  • Reporting/Analytics
  • Multi-Channel Data Collection
  • Service Level Agreement (SLA) Management
  • Forms Management
  • Real-time Consumer-facing Chat
  • Customer Complaint Tracking
  • IT Asset Management
  • Customizable Fields
  • Customizable Forms
  • Widgets
  • Recurring Issues
  • Alerts/Notifications

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4.4
Global Average Score
Score4.39/5
Reviews62,909
  • Ease of Use

    Freshdesk is highly praised for its user-friendly interface and intuitive design, making it easy for both new and experienced users to navigate and use the platform efficiently. Many users have highlighted how quickly they could grasp its functionalities and integrate it into their daily workflows.

  • Automation and Integration

    The automation features of Freshdesk, including workflow automation and ticket routing, are particularly valued. Integrations with over 1,000 applications, such as Slack, Microsoft Teams, and Salesforce, enhance its functionality and provide seamless workflows for businesses.

  • Multi-Channel Support

    Freshdesk excels in providing multi-channel support, allowing businesses to manage customer interactions across email, phone, chat, and social media from a single platform. This centralization of communication channels helps in maintaining consistency and improving response times.

  • Customization Options

    The platform offers extensive customization options, including custom ticket views, custom fields, and custom automation rules, allowing businesses to tailor the software to their specific needs.

  • Customer Support and Reliability

    Users have positively noted the reliability of Freshdesk’s call center functions and the prompt notifications for new tasks. The customer support is generally regarded as helpful, although there are some mentions of slow responses for specific issues.

  • Performance Issues

    Some users have reported occasional speed and loading issues that can disrupt workflows. Refreshing tickets frequently due to these issues can be a hindrance, especially during high-demand periods.

  • Mobile App Stability

    The Freshdesk mobile app, particularly Fresh Chat, has received criticism for its instability and frequent crashes. Users have found it challenging to get timely support to resolve these issues, affecting their ability to manage support on the go.

  • Limited Features in Free Plan

    The free plan of Freshdesk, while useful, lacks some advanced automation and customization options available in the paid plans. This can be a limitation for businesses looking for more comprehensive solutions without upgrading.

  • Notification System During Maintenance

    There are complaints about the lack of notifications and information during maintenance periods, leaving users unaware of the reasons for downtime and expected resolution times.

  • Backend Chat Automation

    Users have expressed a desire for more automation options in the chat feature, such as automated tagging and categorization, which would streamline support processes further.

Disclaimer

Here at Tekpon's Global Buzz, we blend AI smarts with a human touch to offer a snapshot of user reviews from the web. While we carefully craft these summaries, please remember they reflect diverse user views and experiences, not Tekpon’s own opinions.

Tell us your opinion about Freshdesk and help others.

Rashi Arora

Are you looking for a simple project management software that allows you to manage your teams? Today’s review is all about one such tool – Freshdesk. Freshdesk is a cloud-primarily based customer service software program and helpdesk solution by Freshworks. It is a platform with a complete set of tools and functions to assist organizations in aiding their customers’ needs. Companies around the arena use it to deliver excellent customer support and experience. In addition, they can stream their approaches and offer multichannel support. The software program also enables consumer retailers to become more efficient via automation and game mechanics.

So without further ado, let us dig right into the review.

Freshdesk – customer service software 

Freshdesk is a SaaS-based customer service software program for companies of all sizes. The supplier’s price proposition is that Freshdesk is priced affordably and is free all the time for any number of agents. There are four different plans to be had that include many features. The supplier says Freshdesk is straightforward to apply and takes little time to commence. Further, it is configurable and customizable. For example, Freshdesk consists of a gallery of themes to pick from and the cap potential to automate workflows and control escalations.

Also, Freshdesk uses incorporated game mechanics to approach support tickets as chances for agents to attain points. Support managers may even install quests for agents to finish tasks like filling up the knowledge base. Also, Freshdesk aims to offer its clients excellent support free of price through email, Twitter, or phone.

Freshdesk is one of the more expensive support center platforms we reviewed, so it may not suit businesses on a tight budget. However, if you can manage the software’s costs, this is one of the best CRM platforms for customer support.

Freshsales was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India. Intending to overcome the shortcomings of a poor customer experience due to a broken TV, Freshdesk seeks to provide tools for brands to communicate easily with customers and vice versa. Shortly after the launch, Freshdesk won the Microsoft BizSpark Startup Challenge and celebrated its 100th customer; the company has grown to over 800 employees worldwide. Its platform is used by more than 80,000 companies and organizations worldwide. In addition, Freshdesk has won numerous investment rounds and recent acquisitions to strengthen its data integration ecosystem.

How to use Freshdesk? 

Freshdesk aims to solve the following problems the businesses encounter:

  • Manage chaotic email communications

Most organizations start with customer service by creating a shared inbox and sharing credentials with support team members. As the team grows, this can get pretty messy, with emails buried in the inbox, agents out of context with the issues they are handling, or multiple agents accidentally responding to the same request. Freshdesk consolidates inboxes and enables teams to manage customer interactions thanks to its streamlined ticketing interface easily. Agents can track who is processing which ticket and extract contextual data to ensure nothing goes through the network.

With Freshdesk’s agent collision feature, agents can easily see if someone is viewing or working on the same ticket as them. Get different answers from different people to the same problem. Since most small business support teams have no more than two support reps sharing a single email address, Freshdesk offers up to three agents forever on the Sprout plan that supports email and phone free of charge.

  • Cross-team collaboration on support issues

Support agents often need to discuss a ticket with other agents, share progress internally, or record updates for future reference. They may also need to connect with other teams, such as developers or testers, via a ticket to fix bugs or analyze problems. Freshdesk allows agents to add private notes to a ticket only visible to agents logged into the support portal. People can even send these notes or comments to designated agents who notify them, like the note recipient. If an agent needs a third-party opinion, for example, from an external provider, on a problem, they can forward the ticket directly from the helpdesk to the provider. Any replies from the external provider will be included as private notes in the ticket thread.

For phone calls, Freshdesk offers agents the option to redirect the call. For chat queries, agents can forward chats to the desired agent or consult with experts in a private agent chat. Dispatch runs on every new ticket and automatically classifies, prioritizes, and assigns the ticket to the correct team. Supervisors and observers, who are time- or event-controlled triggers, can configure rules for automatically sending notifications and managing escalations and ticket follow-ups.

Agents can create pre-formatted answer templates for frequently asked questions as saved answers and reuse them with a single click. In addition, users can personalize these automated messages with placeholders and unique ticket information to ensure the high quality of support that all customers expect today.

Details of Freshdesk Features 

Freshdesk offers powerful tools and modules to grow your customer base and sustainably drive continuous business growth. For example, the ticketing module gives your agents the tools to work on the right tickets for their experience. Scenario automation, pre-packaged answers, and custom ticketing capabilities take the pain out of repetitive heavy lifting. In addition, collaboration tools such as linking related tickets, providing context-specific solutions, and more complex ticketing tools offer you a comprehensive tool to increase customer satisfaction.

With its powerful multichannel help desk, automation tools, a suitable and integrated knowledge database, and reporting and analytics, you drive sustainable business growth and ensure your customer’s return. These are the main advantages of Freshdesk:

  • Multichannel Capabilities

Freshdesk is focused on ensuring it has various capabilities for each channel a customer service team wants to interact with users through. For example, chat forums and social media are tightly integrated into all channels, along with a ticketing help desk.

Each Freshdesk account can have multiple custom mailboxes associated with it so that the support team can manage all of your support emails in one place. Freshdesk’s social media integration is great, too: with support for Facebook pages, a support center to keep up with what the world is saying about a company, and a social tab that works on mobile devices, The Freshdesk support desk scores well compared to its competitors for companies that want to deal with a young customer base.

Freshdesk also has an integrated telephone system that allows users to take customer calls. This system covers more than 30 countries and enables you to conduct call center operations without investing in a complete business telephone system. The system is convenient for using phones for customer service and offers live chat solutions that allow you to have real-time conversations with customers on your website.

The feedback widget and support portal allow customers to report problems to the support team easily. In addition, the portal easily integrates with the knowledge base and forums, providing a one-stop shop for customers to seek help, find answers, or discuss product ideas with the community. It can even be optimized for search engines so customers can find what they need from anywhere.

  • Gamification

Businesses typically opt for Freshdesk not simply because it’s straightforward to line up, learn, and use but conjointly because the internal game mechanics turn an otherwise boring and thankless client support job into a fun game for agents. In addition, staff in customer support often use gamification as a motivation tool to vie with their colleagues once finding problems reported by customers. Finally, with gamification rising across the globe to spice up engagement among employees and consumers, Freshdesk’s internal game mechanics help agents engage in otherwise monotonous tasks and maybe a human during a packed help table market.

  • Extended support with integrations

Freshdesk is integrated with over 60 productivity, eCommerce, CRM, cloud storage, and collaboration systems to deliver detailed information to support teams about their customers. With most customers already using a variety of cloud-based suites, these integrations often help close business in modern organizations. Freshdesk’s tight integration with the Google product suite makes it an ideal choice. For businesses that rely on Google for Work Suite to manage their operations. Collaboration between sales and customer service teams is very easy for many companies that have chosen to integrate their CRM systems with Freshdesk.

  • International client support

Freshdesk makes scaling support across multiple products, languages, and time zones straightforward. With multi-product support, all customer support queries will flow into the facilitate desk and then be classified and easily appointed to specific agents or teams. In addition, every product can have specific assignment rules, totally different email notifications, tailor-made SLAs, etc., related to it.

Freshdesk supports twenty-six different languages and lets each agent customize their languages individually. For example, agents may schedule work hours per their native times by setting multiple business hours for every team, shift, or location. Similarly, distinct SLA policies may be set for each product, department, or company that the service supports, with automatic increase emails to trace violations.

  • Increase productivity with intelligent automation

You can automate tasks to increase the productivity of your support team. The software downloads repetitive tasks. Also, the tool can give frequently asked questions a predefined answer in many cases. The dispatcher automatically assigns priority and tickets to allow the manager to focus on performance tracking. With this, you can route tickets based on the different skills of your agents and let them know about their activities. There’s also a “Supervisor” feature that checks for unsolved tickets or overdue tasks so you can follow up on them as soon as possible.

  • Easy to configure and customize

Freshdesk is designed for easy configuration to accelerate user adoption. Plus, you can set up your Service Level Agreements (SLAs) to prioritize tickets and resolution time. Tickets can be categorized according to your SLA policy, saving time and managing customer expectations. In addition, you can view the most urgent issues and the assigned response time. The customization of the SLA is an advantage if you have several products. For example, you can set operating hours for different priority levels. This lets your customers know when to expect a response. You can also customize the Support Portal with your logo and brand colors.

Alternatives to Freshdesk

The top alternatives that are available in the market to Freshdesk are as follows:

  • Zoho Desk
  • Zendesk
  • Engage
  • TeamViewer
  • SWAG
  • Kommunicate
  • Salesforce Service Cloud
  • LiveAgent

Freshdesk vs. Zendesk 

Freshdesk isn’t the simplest CRM focused on helping you provide wonderful client aid. Zendesk is competing for software program systems with ticketing equipment, stay chat, and contact aid. Zendesk is arguably the foremost well-known client support software system accessible today. Its options are integrated surveys to live customer satisfaction and analytics dashboards to watch your team’s performance.

We discovered Zendesk to be extraordinarily versatile. It offers more than 1,000 apps and integrations, and automation capabilities at a less expensive charge than Freshdesk. Plus, it has an inner assist desk, an exquisite device for large corporations. The drawback to Zendesk is that it’s no longer as user-pleasant as Freshdesk. For small corporations that need support centers up and running quickly, that would be a vital motive to pick the latter.

Integrations 

Freshdesk gives out-of-the-box integrations with various famous commercial enterprise programs, including CRM systems, invoicing tools, and eCommerce solutions. In addition, Freshdesk is tightly included with Google Apps, including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail.

These integrations allow a slew of extra capabilities, including the cap potential to agenda client calls, connect massive documents to tickets, and plenty more. Alternative integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero, and Zapier. The famous integrations include the following:


  • Snap Engage
  • iContact
  • Zoho CRM
  • Freshchat
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark


  • Microsoft Teams
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API


Freshdesk Review Conclusions 

Freshdesk is high-quality CRM software to help your company build a comprehensive customer service center. It supports email ticketing, live chat, and phone support and works across all channels your business operates on. In addition, Freshdesk includes automation and chatbots in its premium plans.

Despite the wealth of tools and functions that Freshdesk offers, we found the software surprisingly easy to use. It’s well organized and makes it easy to immediately reply to tickets and chats. The points of friction found were advanced reporting tools so advanced that they can be difficult to master.

The only real downside to Freshdesk is its cost. Features like workflow automation are expensive, and you need an expensive omnichannel subscription to add live chat or phone functionality to your support center. Zendesk offers similar features at a significantly lower price, but it’s not easy to use. So, if your company has a big enough budget, we recommend sticking with Freshdesk. Get started today!

Freshdesk Frequently Asked Questions (FAQs)



Freshdesk is a cloud-based customer support software that enables organizations to manage customer inquiries and issues efficiently. It centralizes support tickets from various channels like email, social media, and chat into a single interface, streamlines ticket handling with automation, and offers a self-service portal for customers.


Freshdesk integrates CRM functionalities by linking support communications with customer records, thus aligning customer support activities with broader customer relationship management processes.


Yes, Freshdesk is highly regarded as a ticketing system because it facilitates the organization and prioritization of customer inquiries from multiple channels into a streamlined process, making it easier for support teams to manage and resolve issues effectively.


The key difference between Freshdesk and Zendesk lies in their approach to customer support solutions. Freshdesk often appeals to businesses looking for a cost-effective, intuitive platform with strong automation and multi-channel support, whereas Zendesk is recognized for its robust integrations and scalability, catering to larger organizations with complex support needs.


Freshdesk offers a free tier that includes basic features suitable for small teams. This plan allows the handling of an unlimited number of tickets and includes email ticketing and knowledge base capabilities. However, more advanced features require paid plans.


Freshdesk is considered best for its ease of use, affordability, and comprehensive feature set, which includes multichannel ticketing, automation, self-service options, and robust analytics. This makes it suitable for companies of various sizes looking to enhance their customer support operations.


Freshdesk prioritizes security, offering features like IP range restrictions, role-based access controls, and data encryption. It also allows customers to choose their data hosting location to comply with local data protection regulations.


Freshdesk is a customer service tool designed to help businesses manage customer support across various communication channels. It combines the functionalities of helpdesk ticketing, CRM, and call center solutions, supported by automation and analytics, to enhance the customer service process.


Some reported disadvantages of Freshdesk include a learning curve for setting up complex workflows, limitations in customization options in the lower-tier plans, and the need for more robust reporting features in the basic plans.


Yes, Freshdesk is a Software as a Service (SaaS) platform. It provides cloud-based customer support solutions that businesses can access online without the need for local installation, offering flexibility and scalability to accommodate growth.


Yes, Freshdesk includes an AI-powered support chatbot named Freddy, which helps automate basic customer inquiries and support tasks, thus enhancing the efficiency of the customer service process.


The benefits of Freshdesk include streamlined customer communication across multiple channels, automated ticket management, a self-service portal for customers, in-depth analytics for monitoring performance, and customization options to tailor the platform to specific business needs.


Freshdesk provides robust security measures, including data encryption, secure data centers, and compliance with international data protection regulations, ensuring that user data is handled safely and securely.

Authors

Rashi Arora

Writer

Rashi Arora

Product Owner @ Broadcom
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Content Writer & Review Specialist

Rashi Arora is currently working as a Project Manager at Aventra Group. Prior to this, she was a Product Owner at Broadcom. Rashi has gained expertise by managing renewals on Salesforce CPQ and improving the Renewal Admin Portal.
Ana Maria Stanciuc

Editor

Ana Maria Stanciuc

Head of Content & Editor-in-Chief @ Tekpon
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Creative Content Chief

Ana Maria Stanciuc is a highly skilled writer and content strategist with 10+ years of experience. She has experience in technical and creative writing across a variety of industries. She also has a background in journalism.

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