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Freshdesk Logo
Freshdesk
4.5
(3.2K)

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Online helpdesk system and customer service software

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(191)

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Freshdesk Pricing, Features, Reviews and Alternatives

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

Freshdesk pricing information

Value for money

4.4

/5

3.2K

Starting from

15

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Freshdesk features

Functionality

4.3

/5

3.2K

Total features

115

17 categories

Most valued features by users

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

Functionality contenders

Freshdesk users reviews

Overall Rating

4.5

/5

3.2K

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.61/10
Rating distribution

5

4

3

2

1

1.9K

1.1K

156

29

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.

Overall rating contenders

KB
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Kayla B.

Speech and Communication Coach

E-Learning, self-employed

Review source

Overall Rating

Freshdesk Review: Easy and simple customer service

Reviewed 10 days ago

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Torre C.

Owner

Information Technology and Services, 1-10 employees

Review source

Overall Rating

Client Friendly Ticketing System

Reviewed 3 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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Juan Pablo A.

Management Consulting, 11-50 employees

Used daily for 1-2 years

Review source

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

Share this review:

Great ticket management software

Reviewed 4 years ago

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.

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Shayla B.

Internet, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

Share this review:

Excellent customer support ticket system

Reviewed 2 years ago

Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Pros

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Cons

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

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

Share this review:

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....

LM
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L M.

Nonprofit Organization Management, 201-500 employees

Used daily for 1-2 years

Review source

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

Share this review:

Fresdesk email management for Charity

Reviewed 4 months ago

This has a real positive impact on the charity and the ability to respond to customer emails, the overall process of using this significantly reduced response times and missed communications.

Pros

All emails were managed centrally which gave a better customer experience, it was very easy to see unanswered emails and also what other people had responded with if they were on holiday to ensure that it was a consistent response

Cons

the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got difficult to manage and expensive.

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Melissa C.

Hospital & Health Care, 5,001-10,000 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshdesk is easier to use and improves customer support

Reviewed 9 months ago

We've seen great results since switching to Freshdesk from the multiple email clients our agents were using before to access our customer care emails. Having all forms of communication—emails, chats, phone conversations, etc.—into a one, user-friendly interface.

Pros

With Freshdesk, you can easily keep track of client comments and data, making it easier to respond quickly when people need help. Aids in resolving issues in a timely manner by serving as gentle reminders on tickets.

Cons

There have been many issues throughout the years, and there are instances when we can't even retrieve archived emails that we know we sent. We voiced an issue worth advocating for. They've been helpful in responding, but they still haven't resolved the problem.

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)


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, LogMeIn Rescue, WooCommerce, Google Analytics 360, Aircall, Dropbox Business, Zoho CRM, Insightly, Jira, Campaign Monitor by Marigold, 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, Freshsales, Userlike, Pipeline CRM, iContact, Microsoft Teams, OneSky, WordPress, WorkflowMax, Twitter/X, 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


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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