About Freshdesk

Freshdesk is a SaaS-based customer support software that offers everything businesses need to deliver great customer service including omnichannel capabilities, automated ticket routing, in-depth reporting, self-service options, SLA management, and much more.

Freshdesk unifies requests coming in across email, phone, web, chat and social, and helps your team stay on top of all conversations within a single view. It also delivers a seamless user experience to agents and helps them stay at their productive best.

Unlike other products in the industry that come with steep pricing tiers and hidden costs, Freshdesk is priced affordably and has a free forever plan with unlimited agent seats.

Pricing starting from:

US$15,00/month

  • Free Version
  • Free Trial
  • Subscription
Pricing plans
Free Trial

Key benefits of Freshdesk

Intuitive UI - Setting up an account on Freshdesk, and getting familiar with the tool is an effortless experience thanks to the smooth and easy-to-navigate user interface.

Omnichannel capabilities - Stay on top of requests coming in from email, web, phone, chat and social media from a single location and automatically route requests from different channels to the right agents.

Improved productivity - Freshdesk has been designed to help agents stay at their productive best and comes with powerful automations that reduce repetitive tasks.

Increased capabilities - Do more with Freshdesk by plugging in tools from the Freshdesk marketplace which hosts over 500 apps such as Salesforce, Jira, WordPress, and Shopify.

Round-the-clock support - Freshdesk offers 24*7 email, phone, and chat support.

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Albania, Algeria, Aruba, Australia, Austria and 111 others

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others

Pricing starting from:

US$15,00/month

  • Free Version
  • Free Trial
  • Subscription
Pricing plans
Free Trial

Images

Freshdesk Software - Customer conversations from across channels
Freshdesk Software - Automation rules
Freshdesk Software - Collaboration from within the ticket
Freshdesk Software - Self-service portal
Freshdesk Software - Multilingual self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Team dashboard
Freshdesk Software - Omnichannel ticketing
View 9 more
Freshdesk video
Freshdesk Software - Customer conversations from across channels
Freshdesk Software - Automation rules
Freshdesk Software - Collaboration from within the ticket
Freshdesk Software - Self-service portal
Freshdesk Software - Multilingual self-service portal
Freshdesk Software - SLA management
Freshdesk Software - Team dashboard
Freshdesk Software - Omnichannel ticketing

Features

Total features of Freshdesk: 131

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support Software
  • Discussions/Forums
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Startups
  • Forms Management
  • Full Text Search
  • Gamification
  • IT Asset Management
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Project Management
  • Project Planning/Scheduling
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Virtual Assistant
  • Web-based Deployment
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Alternatives

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Reviews

Overall rating

4,5 /5
(2 978)
Value for Money
4,4/5
Features
4,3/5
Ease of Use
4,5/5
Customer Support
4,5/5

Already have Freshdesk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 2 978 Read all reviews
Showing 5 reviews of 2 978
Arheer
Overall rating
  • Industry: Internet
  • Company size: 1 001–5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Freshdesk: The Comprehensive Ticket Management Solution for Your Business.

Reviewed on 2023/02/24

Freshdesk is a solid help desk software solution that offers a range of features that can help...

Freshdesk is a solid help desk software solution that offers a range of features that can help businesses manage their customer support operations effectively.

Pros

1. User-Friendly Interface2. Multichannel Support3. Multiple Integrations

Cons

1. Limited Customisation2. Steep Learning Curve

Piyush
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1 001–5 000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 8.0 /10

Best ITIL tool

Reviewed on 2023/02/17

I am using it since 5 Months and till now we didn't face any issue

I am using it since 5 Months and till now we didn't face any issue

Pros

FreshDesk is Very user friendly tool which has highly customisable environment.

Cons

It could be difficult for MSPs to manage multiple clients on single platform.

Vishal
Overall rating
  • Industry: Financial Services
  • Company size: 501–1 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Freshdesk Performance and Quality

Reviewed on 2023/02/14

I like this for IT ticket. i have used other also but Freshdesk have more features then any other...

I like this for IT ticket. i have used other also but Freshdesk have more features then any other product.

Pros

That we can logged the ticket via email also and all the feature are in freshdesk only. we didn't purchase any other software for inventory also as we as for remote also. I like the Dashboard also i can see the location wise ticket easily.

Cons

I didn't like the Inventory part. why is so messy. When we pull out the inventory is not shown properly lots of data is showing miss match and sometime, we cant even edit the also. please make it simple.

Alejandro
Overall rating
  • Industry: Accounting
  • Company size: 1 001–5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The best ticket management tool I have ever worked with

Reviewed on 2023/01/14

There are really few complaints as it works very well and meets our needs.

There are really few complaints as it works very well and meets our needs.

Pros

It is very customizable and has many options but in my opinion the best are the recursive tickets as it allows us to manage repetitive tasks.

Cons

The price of licenses per user is quite high.

Alternatives Considered

JIRA Service Management

Reasons for Choosing Freshdesk

The previous software lacked some of the functionality we needed.

Switched From

SolarWinds Service Desk

Reasons for Switching to Freshdesk

Because of the good reputation and because it met the requirements we had.
Patrick
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Advanced Options Enable Enhanced Business Efficiency with Freshdesk

Reviewed on 2023/03/17

I have had a great experience with Freshdesk. It is a comprehensive customer service and help desk...

I have had a great experience with Freshdesk. It is a comprehensive customer service and help desk solution that helps businesses improve customer satisfaction, reduce customer support costs, and increase overall efficiency. The user interface is intuitive and easy to use, plus it has features specifically designed for customer service agents such as automated ticket assignment rules, canned responses, multi-channel communication options (including email and chat), reporting tools to track response time and performance metrics. Additionally, the platform offers integrated solutions that can be customized according to specific business needs such as integrating with popular CRMs like Salesforce or Zendesk. The most important feature of Freshdesk that I found appealing was the ability to manage multiple accounts from one centralized location.

Pros

Easy to use: Freshdesk is designed for easy usability and provides an intuitive user interface that makes it simple to get up and running quickly, even if you have no previous experience with support software. Automation capabilities: Freshdesk automates many of the customer service processes like ticket creation, ticket routing, and more so that your team can spend less time managing tickets and more time engaging with customers.Comprehensive reporting tools: Freshdesk's reporting features provide comprehensive insights into customer engagement trends, ongoing issues, broker productivity, response times etc., enabling you to identify areas for improvement. Numerous integration options: With its large number of integrations available through the App Marketplace and API library, Freshdesk offers a degree of customization not found in most customer support solutions on the market today. Great value pricing plans: One of the best things about FreshDesk is its competitive price tag; depending on which plan you choose there are plenty of features while remaining cost-effective – making it a great choice for small businesses as well as larger enterprises alike!"

Cons

It is cost effective compared to other CRMs in the market and provides flexible pricing plans with multiple users per account at no additional costs .

Showing 5 reviews of 2 978 Read all reviews

Freshdesk FAQs

Below are some frequently asked questions for Freshdesk.

Freshdesk offers the following pricing plans:

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

Freshdesk has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Freshdesk supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Freshdesk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Freshdesk integrates with the following applications:

Adobe Commerce, Aircall, Ameyo, BILLIVING, Batchbook, BigCommerce, Box, CS-Cart Store Builder, Campaign Monitor, Capsule, ChargeDesk, CollabSpot, Constant Contact, CustomerGauge, Dropbox Business, Easy Insight, Five9, FluentStream, FreshBooks, Freshsales, FullContact, GitHub, Gmail, Google Analytics 360, Google Calendar, Google Contacts, Google Drive, Google Hangouts, Google Workspace, Harvest, HelpOnClick Help Desk Software, Highrise, HipChat, Hootsuite, HubSpot Marketing Hub, Hubstaff, Insightly, Jira, Keap, Klipfolio, Localize, Mailchimp, Meta for Business, Microsoft Teams, Nimble, Olark, OneDrive, OneLogin, OneSky, Pipedrive, Pipeline, Pipeliner CRM, Pivotal Tracker, ProProfs Knowledge Base, QuickBooks, QuickBooks Online Advanced, Rescue, RingCentral Contact Center, SEOshop eCommerce, Salesforce Sales Cloud, Salesforce Service Cloud, Segment, Shopify, Slack, SnapEngage, Solve CRM, SugarCRM, SurveyMonkey, Talkdesk, Time Doctor, Transifex, Twitter, Userlike, WooCommerce, Woopra, WordPress, WorkflowMax, Xero, Zapier, Zoho CRM, Zoom Meetings, elevio, iContact, ilos, iorad

Freshdesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Freshdesk.