Freshdesk
Online helpdesk system and customer service software
4.5 /5 (2224 reviews) Write a Review!Freshdesk Overview
What is 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.
Freshdesk Overview
Pricing
Pricing options
Freshdesk is priced per support agent per month, and has 5 different plans.
Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly
Freshdesk Features
Media

Freshdesk Reviews
Freshdesk Reviews
Very solid help desk software
I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.
Always there for me when I need them...
The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.
Love FreshDesk!!!
We lover FreshDesk and expanding to the other FreshService addons.
Freshdesk is simple to setup and makes bug-tracking a cinch!
Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.
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Very solid help desk software
Pros
I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well
Cons
Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing
Always there for me when I need them...
The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.
Pros
I did not come from a technical background, but setting up and deploying this software for all team members was a breeze!
Cons
It might actually have TOO many options, but that isn't really a bad thing.
Love FreshDesk!!!
We lover FreshDesk and expanding to the other FreshService addons.
Pros
We use FreshDesk Daily for customer support and issue tracking. We are able to track our customers and teams progress. Plus it started our free and there was a chance to learn and implement it into our daily routine and now we are paying for more features.
Cons
There are a few oddities about how tickets are made and some back scripting that needed to be done to notify team members. Overall the service works.
You're on your own
Pros
The platform is relatively user friendly and has a sufficient number of features to work well.
Cons
Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.
Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.
Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.
Freshdesk is simple to setup and makes bug-tracking a cinch!
Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.
Pros
I set up and administered Freshdesk for a 200+ non-profit agency. There were three departments tracking bugs through it, and we were able to deploy it and announce its use with ease. It was easy to explain to our staff who didn't want to take time to learn something overly complex. As a non-profit, it was important to find a solution that could assist us day-to-day without breaking the bank. We were able to use the first-level with support for our use. The Freshdesk support was highly responsive and helpful if we had questions. Using this platform cut down on time spent fielding immediate requests that were not a high priority. It allowed us to really prioritize, track and automate repeat issues, and cut down on 'putting out little fires everywhere mentality.'
Cons
The automation was helpful, but I think it could have used a bit more complexity. We were able to implement an automated routing for email subjects and user emails so that certain requests or bugs/issues would go to a specific department. We used the platform in Communications, IT, and Facilities for all requests. We didn't have a bug or issue tracker prior to this platform. The Frequently Asked Questions portion of the portal really didn't end up being used, although we did use it when we first started the platform. Higher ups really liked the ability to see numbers in what we were fielding, but there was not enough drill-down in the pay/point we were using--that may have been available within higher paid levels. The automation has a lot of options for sending alerts when a new ticket is created. It can become cumbersome and send A LOT of emails. I'm not sure if there is a better way to automate/cut that down w/o losing that function. Also, the 'archive' user feature was a bit weird. We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
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Freshdesk Pricing
Freshdesk Pricing
Freshdesk is priced per support agent per month, and has 5 different plans.
Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly
Freshdesk is priced per support agent per month, and has 5 different plans.
Sprout - $0 (unlimited free agents)
Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly
Garden - $45/agent/month billed monthly or $35/agent/month billed yearly
Estate - $69/agent/month billed monthly or $49/agent/month billed yearly
Forest - $125/agent/month billed monthly or $99/agent/month billed yearly
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Freshdesk Features
Freshdesk Features
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Categories
Categories
Additional information for Freshdesk
Additional information for Freshdesk
Key features of Freshdesk
- Activity log
- Agent & group performance reports
- Agent collision detection
- Automatic email notifications
- Automatic, skill based & load balanced ticket assignment
- Business rules management through SLAs
- Canned responses
- Community forums
- Community portal
- Custom contact & company fields
- Custom ticket statuses
- Customer self service portal
- Customizable agent roles
- Customizable ticket forms
- Embeddable help widget
- Event-triggered workflow automations
- Facebook & Twitter channels
- Filtered search
- Insights & powerful reports
- Integrated game mechanics
- Integration with Google Apps, Salesforce, SugarCRM, and more
- Linked tickets
- Live chat channel
- Multiproduct support
- Portal customization
- Role-based dashboards
- SLA reminders
- Scenario automation
- Scheduled reports
- Single Sign On (SSO)
- Smart automations
- Surveys to measure customer satisfaction
- Tags for tickets, solutions and contacts
- Ticket export
Benefits
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.
Freshdesk FAQs
Freshdesk FAQs
Below are some frequently asked questions for Freshdesk.
Q. What type of pricing plans does Freshdesk offer?
Freshdesk offers the following pricing plans:
Starting from: US$19.00/month
Pricing model: Free, Subscription
Free Trial: Available
Freshdesk is priced per support agent per month, and has 5 different plans. Sprout - $0 (unlimited free agents) Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly Garden - $45/agent/month billed monthly or $35/agent/month billed yearly Estate - $69/agent/month billed monthly or $49/agent/month billed yearly Forest - $125/agent/month billed monthly or $99/agent/month billed yearly
Q. What are the main features of Freshdesk?
Freshdesk offers the following features:
- Activity log
- Agent & group performance reports
- Agent collision detection
- Automatic email notifications
- Automatic, skill based & load balanced ticket assignment
- Business rules management through SLAs
- Canned responses
- Community forums
- Community portal
- Custom contact & company fields
- Custom ticket statuses
- Customer self service portal
- Customizable agent roles
- Customizable ticket forms
- Embeddable help widget
- Event-triggered workflow automations
- Facebook & Twitter channels
- Filtered search
- Insights & powerful reports
- Integrated game mechanics
- Integration with Google Apps, Salesforce, SugarCRM, and more
- Linked tickets
- Live chat channel
- Multiproduct support
- Portal customization
- Role-based dashboards
- SLA reminders
- Scenario automation
- Scheduled reports
- Single Sign On (SSO)
- Smart automations
- Surveys to measure customer satisfaction
- Tags for tickets, solutions and contacts
- Ticket export
Q. Who are the typical users of Freshdesk?
Freshdesk has the following typical customers:
Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business
Q. What languages does Freshdesk support?
Freshdesk supports the following languages:
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian
Q. Does Freshdesk support mobile devices?
Freshdesk supports the following devices:
Android, iPhone, iPad
Q. What other apps does Freshdesk integrate with?
Freshdesk integrates with the following applications:
Bitium, Constant Contact, HelpOnClick, Instapage, Nimble, Olark, Pipeliner CRM, SeamlessGov, WorkflowMax, Zapier
Q. What level of support does Freshdesk offer?
Freshdesk offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.