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$18.00/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.

Devices

Business size

S M L

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$18.00/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: 121

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • 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 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
  • Forms Management
  • Full Text Search
  • Gamification
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • 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
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • 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
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Alternatives

Zendesk

4.4
#1 Alternative to Freshdesk
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Zoho Desk

4.5
#2 Alternative to Freshdesk
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Salesforce Service Cloud

4.4
#3 Alternative to Freshdesk
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

Jira

4.4
#4 Alternative to Freshdesk
JIRA is the tracker for teams planning & building great products. Millions choose JIRA to capture & organize issues,...

Reviews

Overall rating

4.5 /5
(2,439)
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 2,439
Andrea G.
Overall rating
  • Industry: Consumer Electronics
  • Company size: 11-50 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 alternative to Zendesk

Reviewed on 28/04/2022

We set up our ticketing system and built our help center portal with a custom CSS solution and it...

We set up our ticketing system and built our help center portal with a custom CSS solution and it adapts perfectly to our needs

Pros

Workflow and automations works really well. It's super easy to use and UI is very well-designed. If you start using it you become a power user in few days.

Cons

There's nothing in particular I don't like

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Simple to use helpdesk system with loads of features in even the free version

Reviewed on 06/05/2022

I have used it for many years to log all my tickets and it has worked perfectly well in all that...

I have used it for many years to log all my tickets and it has worked perfectly well in all that time without all the hassle of running an internal system.

Pros

I like the simple to use menus that you can quickly complete your tasks by utilising but there is still a lot of power and features just underneath the surface for the more advanced user. The learning curve is not very steep.

Cons

There are few features missing from the free and entry level versions that would make it shine and there doesn't seem to be a logical reason why these are missing. Selecting dates longer that the default for exporting reports is a bit laborious . I would also like some basic reports in the free or entry level instead of just Excel formats that are based on the 2003 version so has to be encoded to latest and saved so an extra step.

Alternatives Considered

SherpaDesk and Zoho Desk

Reasons for Switching to Freshdesk

It had more features and less learning curve making it easier to implement. The pricing model was also more suited to our business.
Vladimir C.
Overall rating
  • Industry: Computer Games
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Game company (Freshdesk)

Reviewed on 20/05/2021

The software is good and has big potential. I send a lot of feedback. Unfortunately bug fix process...

The software is good and has big potential. I send a lot of feedback. Unfortunately bug fix process is super slow. I wish company will be grateful for the bug report which I provide for free. Thanks.

Pros

Powerful analytics, reasonable price, cool widget, knowledge base, automations....

Cons

Bad editor, slow bug fix. Sometimes customer has to wait for years. Success manager ignore complaints. Support do not have SLA for resolution. They can forget about you and do not update issue status for months.

Alternatives Considered

Jira and Intercom

Reasons for Choosing Freshdesk

Zendesk is not comfortable to use. Bad UI and UX. Super high price.

Switched From

Zendesk

Reasons for Switching to Freshdesk

Price and potential. I just to believe in Freshdesk.
Josh P.
Overall rating
  • Industry: Insurance
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Freshdesk for the win

Reviewed on 03/02/2022

We use it for our tech support team as well as other teams in IT. It is super easy to use and easy...

We use it for our tech support team as well as other teams in IT. It is super easy to use and easy to customize fields that you need. We are able to keep track of tickets and can assign tickets to other departments to assist. The ability to forward tickets to non-users makes it easy to keep up with all open tickets in one location.

Pros

Product is easy to use. It sends updates without needing to refresh the page. The app as well as it's ability to be linked to Teams, makes it super easy to stay on top of tickets when away from your desk.

Cons

You can create multiple ticket views for multiple departments. There is a trash can icon near the ticket view name. Multiple times users have clicked that, and instead of deleting a specific ticket, it deletes the ticket view and it has to be rebuilt. Having a pop-up of are you sure you want to delete this ticket view would save time and headaches.

Alternatives Considered

Zendesk

Reasons for Choosing Freshdesk

Our company grew and it became tougher to manage using the limited features of Spice WorksZenDes

Reasons for Switching to Freshdesk

Freshdesk was more affordable and still had the features we needed
Jen L.
Overall rating
  • Industry: E-Learning
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Freshdesk is easy to use and intuitive

Reviewed on 19/05/2022

Pros

I like that Freshdesk allows my agents to respond within the software using canned reponses easily as needed. Customer tickets show previous tickets, which is helpful, and it's not hard to tag certain contacts as VIP users so that they can get expedited support.

Cons

The reporting features are not that easy to use with the lower-paid plans.

Alternatives Considered

Zendesk

Reasons for Switching to Freshdesk

Freshdesk was cheaper and easier to integrate.
Showing 5 reviews of 2,439 Read all reviews

Freshdesk FAQs

Below are some frequently asked questions for Freshdesk.

Freshdesk offers the following pricing plans:

  • Starting from: US$18.00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

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+

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.