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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 has a free version and offers a free trial. Freshdesk paid version starts at USD 15.00/month.
Starting Price:
USD 15.00/month
See pricing details
Free Version:
Yes
Free trial:
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Freshdesk Reviews
Feature rating
5 reviews of 3,356
View all reviews
Kelly
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
4
Reviewed on 11/11/2023
The FreshDesk ticketing system is quite efficient
Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.
Pros
Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.
Cons
The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.
Arpad
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 22/10/2024
Comprehensive and User-Friendly Helpdesk Solution
Overall, my experience with Freshdesk has been positive. It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries. The tool's multi-channel support and automation capabilities help reduce response times and ensure that customers get timely help. While there are some limitations regarding pricing and advanced reporting, it’s a solid choice for businesses that need a reliable, easy-to-use, online customer support platform.
Pros
Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.
Cons
One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.
Adam
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
3
Reviewed on 14/10/2024
Freshdesk is a perfectly acceptable ticketing system
Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be added with ease, but at its heart, its limited, with poor filtering, updating and notifying capabilities
Pros
Interface resizes nicely for screen sharing
Cons
Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed
Verified Reviewer
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 13/09/2024
Thums up Freshdesk- overall great experience with freshdesk.
Great over all experience with Freshdesk we 55 engineers are working on it, we are very well satisfied Freshdesk.
Pros
Wonderful Product to manage your staff bandwidth. also easy to manage and use.
Cons
GUI of this product, Freshdesk can better with it.
Chris
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 05/11/2024
Great support ticketing platform and great value
We've been using Freshdesk for 7+ years. We had explored other ticketing platforms but landed on Freshdesk for a balance of cost + features.
Pros
Robust support ticketing platform at a very competitive price. My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way.
Cons
There's nothing I don't like about Freshdesk. I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why.
