Freshdesk Software

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FrontRunners 2020

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About Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers, and monitor key performance metrics with powerful analytics. ...

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: 

$18.00 per month

Free trial: 

Available

Free version: 

Available

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Freshdesk multilingual knowledge base

Freshdesk User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 2,419 reviews

Anonymous

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

May 2021

Client Friendly Ticketing System

User Profile

Andrea

Verified reviewer

Company size: 11-50 employees

Industry: Consumer Electronics

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

April 2022

The best alternative to Zendesk

We set up our ticketing system and built our help center portal with a custom CSS solution and it adapts perfectly to our needs

Pros

Workflow and automations works really well. It's super easy to use and UI is very well-designed. If you start using it you become a power user in few days.

Cons

There's nothing in particular I don't like

Reasons for switching to Freshdesk

Price and some limited feature on the Zendesk Basic Plan

Anonymous

Company size: 2-10 employees

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

May 2022

Simple to use helpdesk system with loads of features in even the free version

I have used it for many years to log all my tickets and it has worked perfectly well in all that time without all the hassle of running an internal system.

Pros

I like the simple to use menus that you can quickly complete your tasks by utilising but there is still a lot of power and features just underneath the surface for the more advanced user. The learning curve is not very steep.

Cons

There are few features missing from the free and entry level versions that would make it shine and there doesn't seem to be a logical reason why these are missing. Selecting dates longer that the default for exporting reports is a bit laborious . I would also like some basic reports in the free or entry level instead of just Excel formats that are based on the 2003 version so has to be encoded to latest and saved so an extra step.

Reasons for choosing Freshdesk

It had more features and less learning curve making it easier to implement. The pricing model was also more suited to our business.

Vladimir

Company size: 51-200 employees

Industry: Computer Games

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
3

Customer support

out of 5
4

Functionality

out of 5

May 2021

Game company (Freshdesk)

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.

Reasons for choosing Freshdesk

Price and potential. I just to believe in Freshdesk.

Reasons for switching to Freshdesk

Zendesk is not comfortable to use. Bad UI and UX. Super high price.

Josh

Company size: 501-1,000 employees

Industry: Insurance

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

February 2022

Freshdesk for the win

We use it for our tech support team as well as other teams in IT. It is super easy to use and easy to customize fields that you need. We are able to keep track of tickets and can assign tickets to other departments to assist. The ability to forward tickets to non-users makes it easy to keep up with all open tickets in one location.

Pros

Product is easy to use. It sends updates without needing to refresh the page. The app as well as it's ability to be linked to Teams, makes it super easy to stay on top of tickets when away from your desk.

Cons

You can create multiple ticket views for multiple departments. There is a trash can icon near the ticket view name. Multiple times users have clicked that, and instead of deleting a specific ticket, it deletes the ticket view and it has to be rebuilt. Having a pop-up of are you sure you want to delete this ticket view would save time and headaches.

Reasons for choosing Freshdesk

Freshdesk was more affordable and still had the features we needed

Reasons for switching to Freshdesk

Our company grew and it became tougher to manage using the limited features of Spice WorksZenDes

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