Freshdesk
About Freshdesk
Freshdesk Pricing
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
Starting price:
$15.00 per month
Free trial:
Available
Free version:
Available
Most Helpful Reviews for Freshdesk
1 - 5 of 3,206 Reviews
Torre
Information Technology and Services, 2 - 10 employees
Used less than 12 months
OVERALL RATING:
5
Reviewed May 2021
Client Friendly Ticketing System
Juan Pablo
Verified reviewer
Management Consulting, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed December 2019
Great ticket management software
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
PROSFreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
CONSThe customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
Reason for choosing Freshdesk
Cost +features and it should cover the most important requirements we had at the time.
Reasons for switching to Freshdesk
We needed a better way to support our clients and SLAs and time tracking where urgent.
Kendall
Verified reviewer
Hospitality, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2023
Improve Your Customer Service Using Freshdesk
One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.
PROSOur support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.
CONSFreshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.
Reasons for switching to Freshdesk
Companies can collect specific information from customers thanks to the flexible ticket fields, which in turn facilitates targeted and fast responses. Support is simplified with the use of clever automations and workflows, which automate routine tasks and guarantee prompt resolutions.
Vandana
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed April 2024
Worth it and highly recommended
Ease of work Easy to use Good support service which is very important for any IT product
CONSNeed to work of predefined template as industry wise Nedd to work on work flows as per industry
Sean
Architecture & Planning, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
4
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
4
Reviewed November 2019
You're on your own
The platform is relatively user friendly and has a sufficient number of features to work well.
CONSService is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN. Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'. Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.
Reason for choosing Freshdesk
Lower cost of entry and good usability allowed us to learn how to incorporate help desk capabilities into our business model without paying high initial fees before value was realized.