Freshdesk

Freshdesk

Online helpdesk system and customer service software

4.5/5 (2169 reviews)

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

Starting from
US$19.00/month

Pricing options

Free Trial
Free
Subscription
Value for money

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

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 20 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

Screenshots

Freshdesk screenshot: Customer conversations from across channels
Freshdesk screenshot: Customer conversations from across channels Freshdesk screenshot: Automation rules Freshdesk screenshot: Collaboration from within the ticket Freshdesk screenshot: Self-service portal Freshdesk screenshot: Multilingual self-service portal Freshdesk screenshot: SLA management Freshdesk screenshot: Team dashboard Freshdesk screenshot: Omnichannel ticketing

Freshdesk Reviews

Freshdesk Reviews

Overall rating
4.5
/
5
Excellent
1291

Very good
739

Average
109

Poor
20

Terrible
10

Value for Money
4.4
Features
4.3
Ease of Use
4.5
Customer Support
4.6
94% recommended this app
Juan pablo A.

Great ticket management software

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.


Verified Reviewer

It's good enough, but some features are lackluster, too expensive or missing

You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.

That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.


Sean Y.

You're on your own


Yeprem A.

So responsive you'll think someone replied for you.


Thabo M.

TMI-SSP (PTY) LTD

Wonderful, I really like their 24hrs support system


Juan pablo A.
Industry: Management Consulting
Company size: 13-50 Employees

Great ticket management software

Used Daily for 1+ year
Reviewed on 3/12/2019
Review Source: Capterra

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pros

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Cons

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Computer Software
Company size: 2-10 Employees

It's good enough, but some features are lackluster, too expensive or missing

Used Daily for 1-5 months
Reviewed on 12/04/2020
Review Source: Capterra

You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.

That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.

Pros

It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.

There are a few nice features when it comes to automation.

Cons

There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying.

In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Sean Y.
Industry: Architecture & Planning
Company size: 13-50 Employees

You're on your own

Used Daily for 2+ years
Reviewed on 23/11/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 1.0/10

Yeprem A.
Industry: Information Technology & Services
Company size: 2-10 Employees

So responsive you'll think someone replied for you.

Used Daily for 1+ year
Reviewed on 24/04/2020
Review Source: Capterra

Pros

Clean UI. Many settings but well organized so everything is easy to find.
Extremely responsive. Tickets are generated quickly and modifications are saved instantly.

Cons

I can't say that I've run into something that I haven't been happy with.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Thabo M.
Industry: Mining & Metals
Company size: 2-10 Employees

TMI-SSP (PTY) LTD

Used Daily for 2+ years
Reviewed on 16/01/2020
Review Source: Capterra

Wonderful, I really like their 24hrs support system

Pros

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.

We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Cons

Ease of business
Friendly Interface
Work Anywhere (App or Web)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.7/10
Based on 2,169 user ratings
Compare user recommendation rating with alternatives
Compare with alternatives

Freshdesk Pricing

Freshdesk Pricing

Starting from
US$19.00/month
Free Trial
Free
Subscription
Value for money

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

Value for Money
4.4/5
Based on 2,169 user ratings
Compare value for money rating with alternatives
Compare with alternatives

Freshdesk Features

Freshdesk Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
CRM Integration
Calendar Management
Custom Fields
Customer Database
Customisable Branding
Customisable Reporting
Customisable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4.3/5
Based on 2,169 user ratings
Compare features rating with alternatives
Compare with alternatives

Categories

Videos and Tutorials

Videos and Tutorials

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.

GetApp Analysis

GetApp Analysis

Freshdesk offers a host of tools for sorting and prioritizing help requests in a more efficient manner. The help desk software augments two-way communication between your customer services reps and their clients, providing a more user-friendly experience to both staff and customers. Freshdesk helps small to mid-sized companies build a fully-functional help and support desk through their highly customizable, cloud-based software.

This help desk and customer support application is adaptable, allowing a business to customize their Freshdesk sites with company logos and other elements specific to their business, as well as to define their business rules and processes. The software’s core functionality is centered around its ticketing system which sorts through customer help requests, distributing ticket numbers to each client and routing them to the correct agent, whilst assuring them that am agent will be with them promptly.

You can support your customers through multiple mediums using Freshdesk, inclusing phone, email, your website and social media such as Twitter and Facebook. Freskdesk also offers your customers a self-service portal through which they can find solutions to common issues, get access to articles and company documents, and view shared tips left by other users.

See a summary of all activity in the Freshdesk dashboard

What is Freshdesk?

Freshdesk offers a way for businesses to organize, prioritize and sort client requests without expanding their work force. Though a smart ticketing system and the ability to set custom business rules, customer experiences can be tailored to match each client. Freshdesk also provides your clients with the ability to help themselves, by automatically creating a company knowledge-base based on archived emails, conversations and ticket resolutions. The knowledgebase can be designed to reflect your company´s branding.

Freshdesk offers a number of customization tools. Upon signing into Freshdesk, you will be given a unique URL to reflect your company name. Alternatively, you can set up Freshdesk to point to your preferred domain. The Freshdesk help desk solution also includes a customizable dashboard that gives users a summary of all tickets and recent activities. Freshdesk is multilingual offering customer support tools in 18 languages, including popular languages such as Spanish, French, Italian, German, Portugese and Polish. Multi-time zones are also supported.

You can customize the Freshdesk dashboard to reflect your brand

Freshdesk Main Features

Ticketing System

Freshdesk provides an automated ticketing system which reads and sorts through all incoming tickets, assigning them to the most appropriate representative,.

Freshdesk uses a common policy called SLA (service level agreement), with pre-defined parameters for service workflows. You can use a standard SLA policy for all of your customers, or you can also create custom SLAs for priority customers with specific needs and requirements. Through the Ticket tab you can set all your ticketing rules and workflows for your ticket system.

In order to keep the lines of communication between your team and your clients in need of help open, Freshdesk allows you to transform your company email into support tickets. These emails are set up as automatic response to requests emails, letting your clients know that their request has been received and queued, and that an agent will contact them promptly. You can also define behavioral rules for requests so that certain tickets are routed to the most appropriate support personnel.

Automate business rules for specific customers using the ticketing sytem

Consistent Branding

Freshdesk gives you the option to use your own branded email address when sending request responses, rather than the one that Freshdesk automatically assigns you when you first sign in. To help ensure that your help desk emails are not treated as spam, Freshdesk recommends that you create an SPF record of your emails in your DNS zone file if you are using your own domain.

Freshdesk’s FreshThemes feature enables companies to offer a consistent visual experience across their company and helpdesk webpages. This can be done through pre-defined themes or you can customize themes through the use of Javascript and CSS code.

Configure your self-service portal to reflect your company's brand

Self Service Portal

Freshdesk’s Self Service Portal provides your clients and agents with a singular place to find all the information they need to get answers to the most frequently asked questions with a knowledge-base of technical and training advice. The Self Service Portal in Freshdesk serves as a space that holds all your important company documents, such as fact sheets, company handbooks, and brochures, as well as self-help tips and articles. You can create a knowledge-base for either public consumption or exclusively for staff, or both.

Through the use of forums, Freshdesk continues to encourage conversation and feedback between your help desk team and your clients. The Forum section provides several tools to keep these lines of communication open. Tools included within the forum section include Announcements, Report a Problem, Tips and Tricks and Feature Requests. You can use these tools to post important updates and make announcements, as well as to receive feedback from your colleagues and clients. Within each of these tools you have the ability to create a topic, you can input information to each topic and save it within the portal for further discussion.

Provide a customized self-service portal for clients and staff

Multi-Channel Support

Freshdesk helps users to automate tasks and save on ticket resolution time through integration with multiple platforms. This includes email integration, a feature which allows agents to manage, update, reply to and assign tickets directly from their email accounts as requests come in. You can configure the settings in Freshdesk so that all emails sent to your account are logged as tickets, they can then be categorized, prioritized and assigned to the correct agent. You can also set up automated email actions such as sending acknowledgement emails or notifications.

Another emailing features of Freshdesk includes “Email to Knowledge base”. This feature automatically converts email threads or ticket replies into articles in the knowledge base article. These emails are saved as drafts which can be edited before sending them to the knowledge base for publication.

Other channels supported by Freshdesk include social media platforms such as Facebook and Twitter. You can be notified of all customer activity associated with your brand on either channel and reply directly to these in real time. You can also use Freshchat, Freshdesk’s live-chat solution and Freshfone, the software’s integrated voice telephony system to provide further support channels to your clients, as well as to track tickets from multiple sources.

Provide social support on Twitter through Freshdesk

Enhanced reporting

The Freshbooks software offers a number of reporting features for measuring time and productivity. These features include an integrated time tracking tool which allows your agents to measure the time they spend on various support tasks. This tool can use this information to automatically generate time-sheets, even differentiating between billable and non-billable time spent.

Agents can assign themselves to tasks and then start the task timer to measure the time spent on each task. Admin supervisors can also assign agents to specific tasks, subtracting and adding total time spent on overall ticket resolution. Freshdesk data can be automatically fed to other third-party applications, including Freshbooks or Harvest, and compiled to generate client invoices and payments.

Freshdesk’s At-a-Glance Reports feature allows you to get a quick overview of the activity of you entire helpdesk, as well as individual customers, agents and teams. Freshdesk also provides reports that let you identify your top performing agents and teams, as well as your based clients. You can use this tool to compare agents and customers using key metrics to see how they perform against each other.

Compare agents' performances using key metrics and graphic reports

Advanced Notifications

The Freshdesk help desk solution includes an agent collision prevention feature. If another agent opens up a ticket you are working on, you will be alerted through a flashing icon next to your open ticket. If another agent is already writing back to a customer, a pen icon lights up on the screen to inform you of this. If you have a ticket open and an update occurs, then the refresh icon will light up. If you click on this you will get access to all the latest information associated with that ticket.

The “Ticket Watchers” feature alerts you to tickets that are of specific interest to you. For example, this might be a ticket that was assigned to you at an earlier stage, or one that addresses your area of support. You can set up email notifications associated to ticket topics and specific ticket activity. With this information, your sales teams can prepare valuable metrics for use during their next call with a client.

Use the coloured icons in Freshdesk tracking to be alerted to other agents dealing with the same case

Gamification of your Helpdesk

One of the newer features that Freshdesk added last year includes Freshdesk Arcade, providing the ability to gamify your help desk activities. By using the Freshdesk Arcade feature you can incentivize your staff to meet targets and send staff on certain “quests” to earn points. The tool will reward teams and agents based on a point system that determines the quality of their service performance, based on speed and customer satisfaction.

For example, teams or agents that solve customer issues in a more timely manner get certain badges, virtual trophies and a number of points that send them climbing up the leader board, an appropriate reward system can then be determined by the company.

Assign badges and reward points to the best performing agents using Freshdesk Arcade

Freshdesk Integrations

Freshdesk offers a growing number of native and 3rd party integrations. Native integrations include Facebook and Twitter; Saleforce, Highrise, Zoho CRM, Sugar CRM and Capsule; Freshbooks and Harvest; Atlassian from Jira; Google Analytics, Google Calendar, Gmail Gardets, Google Hangouts and Google Drive; HelpOnClick and Snap Enagae; MailChimp, Campaign Monitor and Constant Contact; Olark, Survey Monkey, Dropbox, Zapier and Shopify, among others.

Third party integrations include Magento, Talkdesk, Kipfolio, Pipeliner, OneSky, Userlike, Woo Themes, Timecamp, and Fromcrafts.

Freshdesk also offers a service called Freshplugs so companies can create custom integrations.

Freshdesk also has a help-desk plugin for its mobile app called MobiHelp that comes in the form of both an Android app and an iOS app. The app functions on all mobile devices including iPhones, Androids, iPads and Blackberries.

Freshdesk Pricing

Freshdesk offers 5 different pricing plans. The most basic plan is the Sprout plan which is offered for free and can be used for up to 3 agents, it includes email support, phone support and a knowledge base. Additional agents on the Sprout plan costs €12 per month.

The Blossom plan costs €14 per agent per month and includes social support, community forums and game mechanics. The Garden plan costs €20 per agent per month and include live chat, multiple products and multiple locations. The Estate plan costs €32 per agent per month and includes enterprise reports, portal customization and custom agent roles. The Forest plan costs €56 per agent per month and includes IP whitelisting and custom email servers.

A free trial is available for 30 days on the Estate plan for an unlimited number of agents.

Freshdesk Bottom Line

  • Use the Solutions section to create a public or private company knowledgebase
  • Automatically route tickets to the correct agents and teams with the Dispatch’r
  • Define specific SLA policies for priority customers for speedier resolution
  • Convert email threads, replies and tickets to knowledgebase articles
  • Customize and brand your own unique Freshdesk page with its own URL
  • Available in 16 different languages, and includes dozens of integrations
  • Ability to gamify your helpdesk to reward your top agents
  • Freshdesk’s mobile plug-in app is compatible with all mobile devices

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:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small 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. What type of pricing plans does Freshdesk offer?

Freshdesk has the following pricing plans:

Free, Subscription

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 Live Chat Software, 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