Freshdesk

Freshdesk

569 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshdesk	Score8.7 out of 10	N/A	Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…	$0 Up to 2 agents

Pricing

Freshdesk

Free: $0
Up to 2 agents
Growth: $15
per month (billed annually) per agent
Pro: $49
per month (billed annually) per agent
Enterprise: $79
per month (billed annually) per agent

Pricing Offerings
Freshdesk
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes

No setup fee

—

Community Pulse
Key User Insights
	Freshdesk
Considered Both Products	Freshworks Inc Verified User Chose Freshdesk We wanted to move our entire support on a single channel and manage all the support via a single channel so this is where omni channel helped us. Additionally, knowledge bases and the AI agents are also on the same platforms, so these things help us to improve the quality of … Incentivized Helpful? Marina Torttoli Marketing Director in Marketing at Ever Indy Realty Group (Real Estate, 11-50 employees) Chose Freshdesk I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be … Incentivized Helpful? Abhishek Mestry Assistant Manager in Customer Service at Purplle.com (Cosmetics, 1001-5000 employees) Chose Freshdesk Freshdesk is way beyond these tool. The solution and technology provided is more more step ahead with the shared product. Incentivized Helpful? Verified User Chose Freshdesk We felt that Freshdesk offered better value in terms of pricing and offered a matching feature set. It was also highly recommended by a member of a team that had used Freshdesk in their previous organisation. Lastly the fact that it could integrate into Hubspot (that we use as … Incentivized Helpful? Verified User Chose Freshdesk We use all Freshdesk, Freshchat, and other Freshworks tools—they’re all great. Freshchat is awesome for real-time support, while Freshdesk handles tickets, automation, and multi-channel queries really well. Using them together gives us a complete, seamless customer service … Incentivized Helpful? Verified User Chose Freshdesk its better in terms of pricing for sure as others are completely to high costly. Incentivized Helpful? Verified User Chose Freshdesk Freshdesk was the easiest to set up and was the most straightforward product of all the products we evaluated. It had a better user interface for agents, and provided a great solution to meet our needs at a lower cost than the other products that we evaluated. Freshdesk offers … Incentivized Helpful? Verified User Chose Freshdesk Ultimately we ended up switching from Freshdesk to Zendesk, and then from zendesk to DevRev. We're still trying to find the right fit for us - Freshdesk covers the same options as Zendesk, if you use the whole suite it's probably a good option. Incentivized Helpful? Verified User Chose Freshdesk Freshworks desk is very easy to use and understand. The biggest strengths if Freshdesk as it's usability, Affordability and the vast number of features it provides for its clients. Incentivized Helpful? Verified User Chose Freshdesk Freshdesk lacks some of the functionality of costlier IT tool suites but makes up for it in value. Yes, that means you may have to use two tools to do the job of one complete suite, but for the price and the functionality, Freshdesk does what it does at the best value point. Incentivized Helpful? Shyamal Majhi Manager in Customer Service at Fabindia Ltd (Retail, 1001-5000 employees) Chose Freshdesk Freshdesk has the edge, because of the easy user interface, data download, implementation options, One access for chats, calls, WhatsApp Business and emails. Segregation of tickets as per the respective department. Dashboard availability for each department, checking the … Incentivized Helpful? Luiz Eduardo Garcia System Administrator in Information Technology at JET e-business (Information Technology & Services, 51-200 employees) Chose Freshdesk As saied before, Freshdesk is very simple to use. It is very agile to our needs and uses, based on the requests are made from our employees only. So, everything they demand, is a well know task or activity in our duties. Zammad does it very well, but needs an on premises … Incentivized Helpful? Verified User Chose Freshdesk Superior in every aspect—it is that simple! It offers a more flexible product, smoother UI, and, importantly, a more patient and supportive account team. Incentivized Helpful? Verified User Chose Freshdesk Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our … Incentivized Helpful? Verified User Chose Freshdesk Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is … Incentivized Helpful? Verified User Chose Freshdesk Cost & Support from Freshdesk Incentivized Helpful? Kaley White Data Analyst, Regulatory Affairs and Quality Assurance at Limbus AI (Computer Software, 11-50 employees) Chose Freshdesk My company originally selected Freshdesk due to price, but as we grew, we found it lacking compared to its more expensive counterparts. I briefly compared Zendesk to resolve our main issues with Freshdesk, but I'd spent so much time and effort customizing Freshdesk that we … Incentivized Helpful? Verified User Chose Freshdesk Freshdesk is aimed more for direct customer support tasks. Incentivized Helpful? Verified User Chose Freshdesk Track it was too complicated to maintain. Incentivized Helpful? Verified User Chose Freshdesk Good platform for organizing the tickets from different sources and making sure no single communication is missed in the cracks. Automations bring productivity. Customization is not easy unless you learn the SDKs/ APIs. but has a great deal to offer. Integrations with other … Incentivized Helpful? Monish Mehta Senior Ops Manager in Customer Service at Pharmarack Technologies (Hospital & Health Care, 501-1000 employees) Chose Freshdesk We tried Freshchat, but since our app did not have advanced technology, we were not able to use it. However, the Freshdesk team supported us in exploring this option. Incentivized Helpful? Verified User Chose Freshdesk We have an omnichannel, so we use Freshdesk, Freshchat, and freshcaller. Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

Freshdesk

Comparison of Incident and problem management features of Freshdesk
Feature	Freshdesk 8.6 174 Ratings
Organize and prioritize service tickets	9.2170 Ratings
Expert directory	8.0115 Ratings
Subscription-based notifications	8.43 Ratings
ITSM collaboration and documentation	7.64 Ratings
Ticket creation and submission	9.1170 Ratings
Ticket response	9.3170 Ratings

Comparison of Self Help Community features of Freshdesk
Feature	Freshdesk 8.0 156 Ratings
External knowledge base	8.1142 Ratings
Internal knowledge base	8.0145 Ratings

Comparison of Multi-Channel Help features of Freshdesk
Feature	Freshdesk 8.3 165 Ratings
Customer portal	7.4141 Ratings
IVR	8.251 Ratings
Social integration	8.587 Ratings
Email support	9.4164 Ratings
Help Desk CRM integration	7.7101 Ratings

User Ratings
	Freshdesk
Likelihood to Recommend	8.7 (241 ratings)
Likelihood to Renew	8.0 (21 ratings)
Usability	8.0 (41 ratings)
Availability	4.6 (5 ratings)
Performance	5.5 (5 ratings)
Support Rating	7.6 (39 ratings)
In-Person Training	8.2 (1 ratings)
Online Training	8.1 (2 ratings)
Implementation Rating	8.6 (171 ratings)
Configurability	5.4 (6 ratings)
Contract Terms and Pricing Model	6.4 (4 ratings)
Ease of integration	7.7 (5 ratings)
Product Scalability	5.5 (5 ratings)
Professional Services	6.4 (1 ratings)
Vendor post-sale	6.8 (4 ratings)
Vendor pre-sale	6.9 (4 ratings)