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

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

United Arab Emirates, Albania, Austria, Australia, Aruba , Azerbaijan, Bosnia & Herzegovina, Barbados, Bangladesh, Belgium, Burkina Faso, Bulgaria, Benin, Brunei, Brazil, Bahamas, Belarus, Canada, Congo - Kinshasa, Switzerland, Cameroon, China, Costa Rica, Cuba, Czechia, Germany, Denmark, Dominican Republic, Algeria, Estonia, Egypt, Spain, Ethiopia, Finland, France, United Kingdom, Georgia, Ghana, Guinea, Greece, Guatemala, Hong Kong SAR China, Honduras, Croatia, Hungary, Indonesia, Ireland, Israel, India, Iraq, Iran, Italy, Jersey, Jordan, Japan, Kenya, Cambodia, South Korea, Kuwait, Kazakhstan, Lebanon, Sri Lanka, Lithuania, Luxembourg, Latvia, Morocco, Madagascar, North Macedonia, Macao SAR China, Martinique, Malta, Mauritius, Malawi, Mexico, Malaysia, Namibia, New Caledonia, Nigeria, Nicaragua, Netherlands, Norway, New Zealand, French Polynesia, Papua New Guinea, Pakistan, Poland, Puerto Rico, Palestinian Territories, Portugal, Qatar, Romania, Serbia, Russia, Saudi Arabia, Sudan, Sweden, Singapore, Slovenia, Slovakia, Sierra Leone, El Salvador, Thailand, Tunisia, Tonga, Turkey, Trinidad & Tobago, Taiwan, Tanzania, United States, Uzbekistan, Vietnam, Yemen, South Africa, Zambia, Zimbabwe

Supported 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

Pricing starting from:

US$15.00/month

  • Free Version
  • Free Trial
  • Subscription

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: 127

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • CRM
  • Call Centre Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloguing/Categorisation
  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Import/Export
  • Decision Support Systems
  • 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
  • Prioritisation
  • 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
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • 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

ManageEngine Endpoint Central

4.5
#1 Alternative to Freshdesk
An integrated desktop & mobile device management application that enables the centralized management of desktops,...

HappyFox Help Desk

4.6
#2 Alternative to Freshdesk
HappyFox is a cloud based, all-in-one help desk and customer support software. HappyFox's ticketing system enables the...

AVG Internet Security Business Edition

4.3
#3 Alternative to Freshdesk
AVG Internet Security Business Edition is a complete protection solution that helps small and midsize businesses keep...

Verloop

4.7
#4 Alternative to Freshdesk
Verloop.io is building the operating system for customer support. Our advanced conversational AI helps brands scale...

Reviews

Overall rating

4.5 /5
(2,666)
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.

Showing 5 reviews of 2,666
Joe
Overall rating
  • Industry: Retail
  • Company size: 201-500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

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

Cheaper and helpful

Reviewed on 28/10/2022

very good experience with sales people, with their support team and they follow up with you to make...

very good experience with sales people, with their support team and they follow up with you to make sure all is functional.

Pros

very nice ticketing system, easy to use, easy to implement, easy to setup and very cheap comparing to others. very good for retail businesses. their support is A+

Cons

is made for SMB and not very competitive for large companies and to move for a more professional one they redirect you to another product for same vendor.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

for IT support and helpdesk purposes jira is not made for that

Switched From

Jira

Reasons for Switching to Freshdesk

the cheapest and do the job for an smb
Jose J
Overall rating
  • Industry: Market Research
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Great Support and Customer Experience System

Reviewed on 29/10/2022

So far, we had a great experience using Freshdesk for our clients' incidents and support requests.

So far, we had a great experience using Freshdesk for our clients' incidents and support requests.

Pros

The thing that we like the most in Freshdesk, is the extensive and customizable options to manage client tickets, incidents, and synchronization with Freshsales.

Cons

The onboarding required that Freshdesk support team setup many features related to our new accounts. It took a couple of days before we could use Freshdesk in full. I believe the onboarding process could be simple.

Alternatives Considered

Zoho Desk

Reasons for Switching to Freshdesk

Freshworks and Freshdesk customer support. I feel confident with Freshdesk support team.
Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Weekly for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Customer support software

Reviewed on 7/11/2022

Pros

Freshdesk is customer-friendly software. Freshdesk has more features like call monitoring, call routing, content creation, task management, real-time chat...etc. It provides data encryption methods like AES-256 bit standards.

Cons

The Premium version has more features and functionalities.

Daisy
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

All-in-one solution and gradually extendible

Reviewed on 31/7/2022

Pros

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients)
The knowledge base management in 6 different languages is very user friendly and easy to manage.
We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Cons

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Shane
Overall rating
  • Industry: Retail
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

eCommerce Businesses Recommended

Reviewed on 18/10/2022

Extremely good, straight forward, easy to set-up and use2

Extremely good, straight forward, easy to set-up and use2

Pros

It is affordable, and easy to use. Has multiple integrations with marketplaces and Shopify - you can go straight into the order from Freshdesk.

Cons

Sometimes the dashboard does not load, it is just a grey screen. The fact you cannot amend signatures actually depending on the email address you are replying - for example different brands etc

Alternatives Considered

Zendesk Suite

Reasons for Switching to Freshdesk

The affordability aspect, and the amount of integrations
Showing 5 reviews of 2,666 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, 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.