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Freshdesk

4.5
(3K)

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Online helpdesk system and customer service software

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(174)

Freshdesk Pricing, Features, Reviews and Alternatives

Freshdesk FAQs

Q. What type of pricing plans does Freshdesk offer?

Freshdesk has the following pricing plans:
Starting from: $15.00/month
Pricing model: Free, Subscription
Free Trial: Available | (No Credit Card required)

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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

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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 (Bokmal), Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

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Q. Does Freshdesk support mobile devices?

Freshdesk supports the following devices:
Android, iPad, iPhone

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Q. Does Freshdesk offer an API?

Yes, Freshdesk has an API available for use.

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Q. What other apps does Freshdesk integrate with?

Freshdesk integrates with the following applications:
Salesforce Service Cloud, Capsule, HubSpot Marketing Hub, Constant Contact, GitHub, Talkdesk, Adobe Commerce, Rescue, WooCommerce, Google Analytics 360, Aircall, Dropbox Business, Zoho CRM, Insightly, Jira, Campaign Monitor, FullContact, BILLIVING, Transifex, FluentStream, Time Doctor, Zapier, Pivotal Tracker, iorad, QuickBooks Online Advanced, Five9, RingCentral Contact Center, Gmail, Solve CRM, Segment, Klipfolio, OneDrive, Google Workspace, ilos, Google Drive, Box, Pipedrive, FreshBooks, Zoom Meetings, Freshsales, Userlike, Pipeline CRM, iContact, Microsoft Teams, OneSky, WordPress, WorkflowMax, Twitter, Woopra, Ameyo, Salesforce Sales Cloud, CS-Cart Store Builder, OneLogin, SugarCRM, Harvest, Slack, Google Contacts, Nimble, Pipeliner CRM, CustomerGauge, Meta for Business, Olark, Batchbook, Highrise, SurveyMonkey, Keap, Hubstaff, Google Calendar, Easy Insight, Mailchimp, Localize, Hootsuite, elevio, Xero, ChargeDesk, ProProfs Knowledge Base, BigCommerce, Shopify

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Q. What level of support does Freshdesk offer?

Freshdesk offers the following support options:
Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Knowledge Base, Chat

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Freshdesk product overview

Price starts from

15

/user

Per month

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.

Key benefits of using 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.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Email/Help Desk
FAQs/Forum
Phone Support
24/7 (Live rep)
Knowledge Base
Chat

Training options

Live Online
Videos
Documentation
Webinars

Not sure about Freshdesk? Compare it with a popular alternative

Starting from

15

/user

Per month

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Starting from

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Why am I seeing this?

Freshdesk pricing information

Value for money

4.4

/5

3K

Starting from

15

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Freshdesk features

Functionality

4.3

/5

3K

Total features

129

19 categories

Most valued features by users

Reporting/Analytics
Reporting & Statistics
Third Party Integrations
Activity Dashboard
API
Alerts/Notifications
Data Import/Export
Mobile Access

Freshdesk users reviews

Overall Rating

4.5

/5

3K

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.6/10
Rating distribution

5

4

3

2

1

1.7K

1K

148

28

16

Pros
Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.
Cons
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.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
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Torre C.

Owner

Information Technology and Services, 1-10 employees

Review source

Overall Rating

Client Friendly Ticketing System

Reviewed 2 years ago

Transcript

Torre: I'm Torre, I'm the owner of a web agency. I give Freshdesk a five out of five. For more reviews...

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Brooke W.

Head of Marketing

E-Learning, 1-10 employees

Review source

Overall Rating

Great for Support Teams

Reviewed 2 years ago

Transcript

Brooke: Hi, I'm Brooke. I'm the director of customer success, and I give Freshdesk a three out of five....

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Thabo M.

Mining & Metals, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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TMI-SSP (PTY) LTD

Reviewed 3 years ago

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)

JW
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Justin W.

Hospitality, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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From a Hotelier's Perspective. The Team Loves this!

Reviewed 7 days ago

In the hospitality industry, Freshdesk proves to be an excellent choice for enhancing customer support and engagement. Its ease of use and comprehensive ticket management system have positively impacted our guest interactions. It has allowed our front desk and reservation teams to efficiently handle guest inquiries, leading to improved response times and enhanced customer satisfaction.In addition to...

Pros

User-Friendly Interface: Freshdesk's intuitive interface made it relatively easy for our front desk and reservation teams to learn and adapt. The software's design is clean and visually appealing, enabling efficient navigation and quick access to essential features.Ticket Management: Freshdesk's ticketing system has greatly enhanced our ability to handle customer inquiries and support requests. Tickets...

Cons

Learning Curve: While Freshdesk's user interface is intuitive, it did take some time for our team to fully grasp all the features and customization options. Initially, we encountered a learning curve as we familiarized ourselves with the software's capabilities and optimized our workflows accordingly.Reporting Capabilities: While Freshdesk provides some reporting features, we found that more advanced analytics and reporting options could have been beneficial. We would have appreciated deeper insights into customer satisfaction metrics and performance trends to further enhance our service quality.

SY
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Sean Y.

Architecture & Planning, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

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You're on your own

Reviewed 4 years ago
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....

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Alyssa J.

Hospital & Health Care, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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A comprehensive customer service solution, Freshdesk

Reviewed 4 months ago

To help businesses better manage their interactions with customers, Freshdesk offers a full suite of customer service tools. It handles knowledge bases, handles tickets, offers multi-channel support, and integrates with a wide range of popular technologies.

Pros

Freshdesk is a simple system for handling customer service requests. It has a user interface that is easy to use, and its extensive feature set, which includes support for many channels, automation, and reporting, makes it a complete solution.

Cons

The platform is occasionally slow, and it may use better integration with other programs. Support metrics may be monitored and data-driven choices can be made with the help of Freshdesk's extensive reporting and analytics features.

AG
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Aryaman G.

Computer Software, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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An Unbiased Review of Freshdesk

Reviewed 13 days ago

Overall, my experience with Freshdesk has been positive. The platform offers a robust and user-friendly solution for managing customer support inquiries. It has provided efficient ticket management, streamlined communication with customers, and valuable reporting capabilities. Freshdesk has proven to be a reliable tool for improving customer satisfaction and streamlining support processes. However, I would appreciate more flexible pricing options and improved accessibility to advanced customization features.

Pros

What I liked most about Freshdesk is its user-friendly interface and comprehensive features. The platform is designed to be intuitive and easy to navigate, making it simple for both agents and customers to use. The ticketing system is well-organized and allows for efficient management of customer inquiries. Additionally, Freshdesk offers a range of useful features such as automation, knowledge base, and reporting tools, which enhance the overall customer support experience.

Cons

One aspect I liked least about Freshdesk is its pricing structure. Compared to some of its competitors, Freshdesk's pricing can be relatively higher, especially for smaller businesses or startups with limited budgets. While the platform provides value with its features, the cost may be a consideration for some organizations. Additionally, the learning curve for advanced customization and configuration options can be steep for users who require extensive customization.

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