Freshdesk

Freshdesk

4.49

(2576)

What isFreshdesk?

Price Starts from

$18.00 per month

Freshdesk is best for:

Project Management
Best For All Business Sizes
Supports Multiple Platforms

The top things reviewers say:

Great value for money
Great ease of use
Great functionality

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 multilingual knowledge base
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How much doesFreshdesk cost?

Price starts from $18.00 per month

Freshdesk is priced per support agent per month, and has 4 different plans. Free- $0 (unlimited free agents) Growth- $18/agent/month bil... read more

Free trial: available

Free version: available

What training doesFreshdesk offer?

Freshdesk offers the following training options:
  • Live Online
  • Webinars
  • Documentation
  • Videos
Freshdesk does not offer:
  • In Person

What features doesFreshdesk offer?

Top Freshdesk features and user ratings for each are:

Ticket Management

4.5

(187)
Support Ticket Management

4.5

(76)
Alerts/Notifications

4.5

(23)
Macros/Templated Responses

4.5

(57)
Alerts / Escalation

4.4

(138)
Interaction Tracking

4.3

(81)
Email Management

4.4

(104)
Reporting/Analytics

4.0

(103)
Task Management

4.2

(88)
Knowledge Base Management

4.2

(115)
Automated Routing

4.3

(70)
Reporting/Project Tracking

3.9

(70)
Mobile Access

4.0

(83)
Collaboration Tools

4.0

(81)

What support doesFreshdesk offer?

Freshdesk offers the following support options:
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live Rep)
  • Chat

What deployment options doesFreshdesk offer?

Freshdesk offers the following deployment options:

Cloud, SaaS, Web-Based
iPhone (Mobile)
Android (Mobile)
iPad (Mobile)

Freshdesk does not offer:

Windows (Desktop)
Chromebook (Desktop)
Mac (Desktop)
Linux (Desktop)
Windows (On-Premise)
Linux (On-Premise)

Freshdesk Reviews

Overall Rating

4.49

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Freshdesk

1 - 5 of 2,543 Reviews

Torre

2 - 10 employees

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.

Reviewed May 2021

Client Friendly Ticketing System

OVERALL RATING

5
User Profile

Darwin

Verified reviewer

11-50 employees

Marketing and Advertising

More than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

Reviewed September 2022

Very easy to use ticketing system!

OVERALL RATING

5.0

EASE OF USE

5.0

VALUE FOR MONEY

5.0

CUSTOMER SUPPORT

4.0

FUNCTIONALITY

5.0

PROS

Its always evolving mentality makes this product better, constant feature development makes it one of the best options out there.

CONS

Tickets analytics could be a bit better but overall this is a very good product.

Joshua

51-200 employees

Oil & Energy

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.

Reviewed September 2022

FreshdeskSuccess

OVERALL RATING

5.0

EASE OF USE

5.0

VALUE FOR MONEY

5.0

CUSTOMER SUPPORT

4.0

FUNCTIONALITY

5.0

Better local customer experience than compactors that are not local or in the same nation.

PROS

The product was certainly easy to use and customizable to met all our needs. This saved us from lost emails and endless phone calls that were hard to keep track. It allowed us to organize different levels of support tiers from basic all the way to development coding team level support and identify hot-fix/break fix items that must be corrected in our product.

CONS

To be honest there was very little we did not like about the software. We did not use every feature 100% but exhausted a good bit. The price was a bit more expensive than competitors but had better customer support.

Reason for choosing Freshdesk

Customer support.

User Profile

Ray

Verified reviewer

2-10 employees

Marketing and Advertising

Less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

Reviewed September 2022

Great for a knowledge base, but doing poor on the rest

OVERALL RATING

2.0

EASE OF USE

2.0

VALUE FOR MONEY

2.0

CUSTOMER SUPPORT

1.0

FUNCTIONALITY

2.0

Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.

PROS

The knowledge base system provides a few options Knowledgebase can be offered to your team and to your clients The user controls allow for different users across platforms Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets Can send and receive emails from your inbox

CONS

The app is far the worst part of the product as it's buggy, unreliable and slow Email management basics are missing or inefficient The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary The support teams are challenging to deal with and you have to repeat the same information over and over Freshdesk lacks in its features when it comes to separating responses The tool does not know how to override the from address when another agent is in vs. assigned Filters are limited The auto-reply detection does not work as tickets get created from auto replies all the time Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process

Reason for choosing Freshdesk

It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead.

Reasons for switching to Freshdesk

We wanted to better manage our customer service emails and client management.

User Profile

Shayla

Verified reviewer

1,001-5,000 employees

Internet

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.

Reviewed June 2022

Excellent customer support ticket system

OVERALL RATING

4.0

EASE OF USE

4.0

VALUE FOR MONEY

4.0

CUSTOMER SUPPORT

4.0

FUNCTIONALITY

4.0

Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

PROS

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

CONS

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Reasons for switching to Freshdesk

Freshdesk automatically converts incoming emails into support tickets, which can be sorted in a variety of different ways. Agents will be able to quickly identify the nature of the problem if tickets are labeled appropriately. Customer and agent will be notified each time a change is made to their ticket.