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Freshdesk Pricing, Features, Reviews and Alternatives

Freshdesk product overview

Price starts from

18

/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

Freshdesk pricing information

Value for money

4.4

/5

2.4K

Starting from

18

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Freshdesk features

Functionality

4.3

/5

2.4K

Total features

120

18 categories

Most valued features by users

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

Freshdesk users reviews

Overall Rating

4.5

/5

2.4K

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.64/10
Rating distribution

5

4

3

2

1

1,428

836

128

25

14

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.

AR

Anonymous Reviewer

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.

KA

Kemal A.

Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

AR

Anonymous Reviewer

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.

CM

Carly M.

Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

AC

Anthony C.

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.

AR

Anonymous Reviewer

Overall Rating

Client Friendly Ticketing System

Reviewed a year 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...

AvatarImg
AvatarImg

Brooke W.

Head of Marketing

E-Learning, 1-10 employees

Review source

Overall Rating

Great for Support Teams

Reviewed 10 months ago

Transcript

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

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

Share this review:

The best alternative to Zendesk

Reviewed 22 days ago

We set up our ticketing system and built our help center portal with a custom CSS solution and it adapts perfectly to our needs

Pros

Workflow and automations works really well. It's super easy to use and UI is very well-designed. If you start using it you become a power user in few days.

Cons

There's nothing in particular I don't like

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Simple to use helpdesk system with loads of features in even the free version

Reviewed 14 days ago

I have used it for many years to log all my tickets and it has worked perfectly well in all that time without all the hassle of running an internal system.

Pros

I like the simple to use menus that you can quickly complete your tasks by utilising but there is still a lot of power and features just underneath the surface for the more advanced user. The learning curve is not very steep.

Cons

There are few features missing from the free and entry level versions that would make it shine and there doesn't seem to be a logical reason why these are missing. Selecting dates longer that the default for exporting reports is a bit laborious . I would also like some basic reports in the free or entry level instead of just Excel formats that are based on the 2003 version so has to be encoded to latest and saved so an extra step.

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

Share this review:

Game company (Freshdesk)

Reviewed a year ago

The software is good and has big potential. I send a lot of feedback. Unfortunately bug fix process is super slow. I wish company will be grateful for the bug report which I provide for free. Thanks.

Pros

Powerful analytics, reasonable price, cool widget, knowledge base, automations....

Cons

Bad editor, slow bug fix. Sometimes customer has to wait for years. Success manager ignore complaints. Support do not have SLA for resolution. They can forget about you and do not update issue status for months.

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

Share this review:

Freshdesk for the win

Reviewed 4 months ago

We use it for our tech support team as well as other teams in IT. It is super easy to use and easy to customize fields that you need. We are able to keep track of tickets and can assign tickets to other departments to assist. The ability to forward tickets to non-users makes it easy to keep up with all open tickets in one location.

Pros

Product is easy to use. It sends updates without needing to refresh the page. The app as well as it's ability to be linked to Teams, makes it super easy to stay on top of tickets when away from your desk.

Cons

You can create multiple ticket views for multiple departments. There is a trash can icon near the ticket view name. Multiple times users have clicked that, and instead of deleting a specific ticket, it deletes the ticket view and it has to be rebuilt. Having a pop-up of are you sure you want to delete this ticket view would save time and headaches.

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

Share this review:

Great start for small teams and a really strong contender for large or growing teams

Reviewed 15 days ago

We used the free version for our team of four people and found it a joy to configure and use. I searched for all emails to or from the vendor's support address and found about a dozen. We've since moved to a different product and the volume of correspondence with their support team is much higher. Overall, Freshdesk is a very good product that I recommend highly.

Pros

It's completely free for teams of 10 or less agents. Features are limited, and if you look at the various editions of Freshdesk I'm sure you'll agree the paid options are attractive - see https://freshdesk.com/pricing. For a pure helpdesk, it's really impressive. The interface is intuitive and responsive. There is a mobile app which I thoroughly enjoyed and used it a lot on the go. It is superior to our current helpdesk solution's mobile app which I avoid using completely!

Cons

I haven't used Freshdesk for a while and I don't remember negatives about my experience with it. The only obvious drawback is that the product is a standalone helpdesk - FreshWorks (the publisher) has other products that tie in with it to handle CRM and remote access.

Freshdesk FAQs and common questions

Q. What type of pricing plans does Freshdesk offer?

Freshdesk has the following pricing plans:
Starting from: $18.00/month
Pricing model: Free, Subscription
Free Trial: Available | (No Credit Card required)


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


Q. Does Freshdesk support mobile devices?

Freshdesk supports the following devices:
Android, iPad, iPhone


Q. Does Freshdesk offer an API?

Yes, Freshdesk has an API available for use.


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, SnapEngage, Google Drive, Box, Google Hangouts, Pipedrive, FreshBooks, Zoom Meetings, Freshsales, Userlike, Pipeline, iContact, Microsoft Teams, OneSky, WordPress, WorkflowMax, Twitter, Woopra, Ameyo, Salesforce Sales Cloud, CS-Cart, OneLogin, SugarCRM, Harvest, Slack, Google Contacts, Nimble, Pipeliner CRM, CustomerGauge, CollabSpot, Meta for Business, Olark, Batchbook, Highrise, SurveyMonkey, Keap, Hubstaff, Google Calendar, Easy Insight, Mailchimp, Localize, Hootsuite, elevio, Xero, ChargeDesk, ProProfs Knowledge Base, BigCommerce, Shopify


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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