Freshdesk

RATING:

4.50

(2824)

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. ...

Awards and Recognition

FrontRunner 2022
Software Advice's FrontRunners report ranks top products based based on user reviews, which helps businesses find the right software.

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

Freshdesk multilingual knowledge base
Slide 1 of 6

Freshdesk Reviews

Overall Rating

4.50

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Showing 1 - 5 of 2,702 reviews

Torre

Company size: 2 - 10 employees

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

Ina

Verified reviewer

Company size: 1 employee

Industry: Information Technology and Services

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.

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

December 2022

Great customer support software

Overall experience with Freshdesk is positive!Freshdesk is a great customer support software that allows businesses to manage customer interactions and inquiries through a variety of channels, including email, phone, and social media...

Pros

I really like user-friendly interface and the wide range of customization options. Also great features such as a knowledge base, a ticketing system, and a customer portal, can help businesses improve their customer service and support processes.

Cons

the cost of the higher-tier pricing plans can be relatively expensive...

Ricardo

Company size: 501-1,000 employees

Industry: Law Practice

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.

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

December 2022

A Fresh Solution to Your Ticketing Needs

Great for using as a ticket system for IT

Pros

It is really easy to use and is implemented within the company without an issue. It makes for a great ticket system for your IT team and keeps communication open and transparent.

Cons

The reporting can be better, the export of excel files is nice but there can be better dashboards to give a high-level view of what you are trying to see.

Reasons for choosing Freshdesk

It was easier to use versus the others

Reasons for switching to Freshdesk

Freshdesk is easier to use

Anubhav

Company size: 1,001-5,000 employees

Industry: Mechanical or Industrial Engineering

Time used: Less than 12 months

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

2

VALUE FOR MONEY

3

CUSTOMER SUPPORT

3

FUNCTIONALITY

2

December 2022

Useable Software

Pros

We can get the true update on the ticket/Query raised and if there is any update by the person working over it can be directly be connunocated to the requester

Cons

There is a Greay box for the requester to the verification as to what is happeing around the ticket and is it within commited TAT or there is a breach.

Tracy

Company size: 1 employee

Industry: Computer Software

Time used: More than 2 years

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

November 2022

Freshdesk Review

Freshdesk is a helpdesk platform that runs in the cloud and provides strong customer service solutions. Freshdesk streamlines communication across platforms by combining conversations from email, phone, online, chat, and social media. Freshdesk will manage SLAs, provide accessible self-service choices, automate workflows, and generate reports using Freshdesk. Over 50,000 businesses, including Bridgestone, HP, Harvard University, and DHL, use Freshdesk.

Pros

I particularly appreciate Freshdesk's wide range of customised options for handling customer tickets, issues, and synchronisation with Freshsales.

Cons

Freshdesk's support staff had to set up numerous features for my new accounts as part of the onboarding process. Before we could fully utilise Freshdesk, a few days passed. I think the onboarding procedure might be adjusted to be more straightforward.

Reasons for switching to Freshdesk

It lacks all of the capabilities and flexibility that are possible from the perspective of product management. Everything you believe you should be able to accomplish when customising is actually not possible, and it takes a lot of effort to find and investigate topics in the help area. really aggravating

Popular Freshdesk Comparisons