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Freshdesk description
Freshdesk is a customer service software designed for businesses of all sizes. It brings together all customer interactions - like emails, chats, and social media - into a single platform. Freshdesk helps automate tasks such as assigning tickets and offers helpful insights through reporting and analytics. Its focus on automation and user-friendly design aims to make customer service smoother and more efficient.
Who is Freshdesk best for
Freshdesk is an ideal choice for small to medium-sized businesses in the software and IT sector seeking an affordable and user-friendly customer service solution. Users praise Freshdesk for its intuitive interface and efficient ticket management capabilities, making it easy to implement and use.
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Ideal for small to medium businesses.
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A good fit for software and IT companies.
Freshdesk features
| Supported Freshdesk supports live chat for users to chat with website visitors in real time through its integration with Freshchat. |
| Supported Freshdesk supports automated routing and task assignment based on predefined rules, both through its native automation features and through integrations with other Freshworks products. |
| Supported Freshdesk supports multi-channel integration, allowing businesses to integrate with communication channels like email, social media, phone calls, and more. |
| Supported Freshdesk supports robust and efficient search functionality, allowing users to easily find information across various modules. |
| Supported Freshdesk allows saving predefined answers for common questions. |
| Supported Freshdesk supports organizing articles in categories and folders. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Freshdesk reviews
We've summarised 4938 Freshdesk reviews (Freshdesk GetApp reviews, Freshdesk Software Advice reviews, Freshdesk Capterra reviews and Freshdesk G2 reviews) and summarised the main points below.
- User-friendly interface praised for ease of use
- Efficient ticket management system
- Good automation and workflow capabilities
- Excellent and responsive customer support
- The "auto-assign" feature has proven unreliable
- The mobile app is lacking in functionality
- Analytics could be more robust and user-friendly
- Pricing for additional agents and some features is high
Freshdesk pricing
The commentary is based on 411 reviews from Freshdesk Capterra reviews, Freshdesk G2 reviews, Freshdesk GetApp reviews and Freshdesk Software Advice reviews.
Users praise Freshdesk's competitive pricing and reasonable cost, especially for small to medium-sized businesses. The free plan offers essential features, making it a cost-effective option for startups and small teams. However, some users find advanced features locked behind higher-priced plans, with a significant price jump for advanced functionality.
Users sentiment
See the Freshdesk pricing page.
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Freshdesk has a free plan.
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Freshdesk has a free trial.
Free
Shared inbox, team collaboration via threads, and an integrated knowledge base for seamless and efficient customer service
Growth
Everything in Free plus reports, real-time dashboards, automation, and customer portal for comprehensive and efficient service management
Pro
Everything in Growth plus customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms
Enterprise
Everything in Pro plus audit logs, approval workflows, skills-based assignments, additional security features, and more
Freshdesk alternatives
Zendesk Support Suite
More suitable for larger businesses. Wider industry application. More negative sentiment about pricing.
HubSpot Service Hub
Better for larger businesses. More expensive. More focused on Healthcare, Finance and E-commerce.
Dixa
Better for larger businesses and those in retail and e-commerce. It is known for its user-friendly interface and strong customer support, but keep in mind its pricing is considered negative.
Front
More suitable for Healthcare, Wellness & Pharma, Finance, Banking & Insurance, E-commerce, Retail, Consumer Goods, Manufacturing, Education, Real Estate & Construction, Hospitality & Tourism, Transportation & Logistics, Media & Entertainment, Software, IT & Telecommunications, Energy & Utilities, Marketing & Advertising, Professional Services and Automotive, Aerospace & Defence industries. It is growing faster and has more momentum than Freshdesk. However, it is more expensive.
Help Scout
It's a much better fit for Healthcare, Finance, E-commerce, Retail, Consumer Goods, Education and other industries. It is growing faster and has more momentum.
ClickUp
Better for task management and project planning. A much better fit for larger businesses. Users praise its customizability but note its complexity. ClickUp is a popular Freshdesk alternative.
Freshdesk FAQ
What is Freshdesk and what does Freshdesk do?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes manage customer interactions. It provides tools like a ticketing system, knowledge base, and live chat to streamline customer support and improve satisfaction. Freshdesk is known for its user-friendly interface and focus on automation.
How does Freshdesk integrate with other tools?
Freshdesk provides a range of product integrations, including popular tools such as Slack, HubSpot, and Google Workspace. These integrations enhance Freshdesk's functionality and allow for seamless workflows with other business applications.
What the main competitors of Freshdesk?
Freshdesk's main competitors include Zendesk Support Suite, HubSpot Service Hub, Dixa, Front, and Help Scout. These customer service software solutions offer a range of features and functionalities designed to streamline customer support operations and enhance customer satisfaction.
Is Freshdesk legit?
Freshdesk is a legitimate and safe customer service software option. With a large user base and positive reviews highlighting its user-friendly interface and efficient ticket management, Freshdesk is a trustworthy choice for businesses seeking to streamline their customer service operations.
How much does Freshdesk cost?
Freshdesk's pricing includes a Free plan for up to 2 agents. Paid plans are priced per agent/month, billed annually: Growth at $15, Pro at $49, and Enterprise at $79. They also offer add-ons like Freddy AI.
Is Freshdesk customer service good?
Based on the reviews, Freshdesk customer service is generally considered to be excellent and responsive. Users appreciate the helpfulness and knowledge of the support team. However, some users have experienced slow response times and a lack of personalized attention for complex issues.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.