App comparison
Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.
Learn why GetApp is free
Value for money rating
4.4
/5
2.9K
Price starts from
15
/user
Per month
What users say
Price starts from
25
/user
Per month
Pricing model
Free trial
Price starts from
10
/user
Per month
Pricing model
Free trial
Price starts from
150
Per month
Pricing model
Free trial
Price starts from
49
/user
Per month
Pricing model
Free trial
Price starts from
20
Per month
Pricing model
Free trial
Alejandro P.
Accounting, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
There are really few complaints as it works very well and meets our needs.
It is very customizable and has many options but in my opinion the best are the recursive tickets as it allows us to manage repetitive tasks.
The price of licenses per user is quite high.
Patrick L.
Information Technology and Services, 201-500 employees
Used weekly for 1-2 years
Review source
Share this review:
I have had a great experience with Freshdesk. It is a comprehensive customer service and help desk solution that helps businesses improve customer satisfaction, reduce customer support costs, and increase overall efficiency. The user interface is intuitive and easy to use, plus it has features specifically designed for customer service agents such as automated ticket assignment rules, canned responses,...
Easy to use: Freshdesk is designed for easy usability and provides an intuitive user interface that makes it simple to get up and running quickly, even if you have no previous experience with support software. Automation capabilities: Freshdesk automates many of the customer service processes like ticket creation, ticket routing, and more so that your team can spend less time managing tickets and more...
It is cost effective compared to other CRMs in the market and provides flexible pricing plans with multiple users per account at no additional costs .
Rakesh S.
Information Technology and Services, 201-500 employees
Used weekly for 2+ years
Review source
Share this review:
Freshdesk is a best customer service platform designed to help businesses improve their customer support. It provides an intuitive, web-based interface that allows companies to quickly and easily manage their customer inquiries and support tickets. With Freshdesk, we can access self-service tools such as FAQs, knowledge bases and automated processes for common tasks. It also offers built-in reporting...
Comprehensive solution for customer support, with features including ticketing system, help desk portal, knowledge base, automation and analytics. Features include task creation & assignment, drag & drop organization for easy sorting & prioritization, filter options for quick searches & reports based on current status or due date range and an activity log to monitor user actions within the platform....
No major issue found. Limited customization options – while there are plenty of customization options available within the software itself, it’s not possible to add custom code or scripts outside of these settings
Maximiliano B.
Consumer Electronics, 1,001-5,000 employees
Used daily for 1-2 years
Review source
Share this review:
As a user of Freshdesk, I can say that my experience with the software has been positive. Freshdesk has helped me manage customer interactions efficiently on a daily basis. The software's intuitive interface makes it easy for me to navigate and access the various tools and features that I need to manage customer inquiries and support requests
As a user of Freshdesk, here are some of the things I would like most about the software:Ease of Use: Freshdesk is user-friendly and easy to navigate, which makes it simple for salespeople to manage customer inquiries and resolve issues.Integration: Freshdesk integrates well with other systems and processes, allowing for seamless and efficient management of customer interactions.Call Monitoring: Freshdesk's...
As a user of Freshdesk, here are some of the things I would like least about the software:Limited Customization: Freshdesk has limited customization options, which can make it challenging for users to fully personalize the software to meet their unique needs.Steep Learning Curve: Freshdesk can have a steep learning curve, especially for users who are new to customer service software. This can make it difficult for some users to quickly become proficient in using the software.Pricing: Freshdesk's pricing can be relatively high compared to some other customer service software solutions on the market, which can be a concern for businesses operating on a tight budget.
Julio G.
Staffing and Recruiting, 51-200 employees
Used weekly for 1-2 years
Review source
Share this review:
Freshdesk is used by support teams within organizations. It was implemented to replace the use of group mailboxes as the support team grew. The centralized management of support email quickly proved its value. Since then, we have also implemented a solution tool (knowledge base) as a central guidance repository for our user base to supplement the training resources we provide. Freshdesk is perfect for any support team using email or social media to help users. It's flexible enough to become a central element of your online presence once you find your way into the admin section and set up a look and feel that fits your company's style. The most important question when choosing help desk software is obviously how you want to support your customers and finding software that does exactly that.
As we grew, we upgraded and now have multi-country and multi-country email capabilities. This makes routing support inquiries to the right team member very easy. Solutions pages are very easy to create and can provide a wealth of information to your user base. If you already have user guides, you can manage them on the Solutions page, providing you with a basic knowledge base. Freshdesk's primary role as a central email support tool is its key strength.
There is multilingual support for automatically generated emails, but it would be great if this could be extended to Solutions pages. Similar to the first point, but it is not as easy to communicate with third parties about tickets. This can be improved. While handling support emails is Freshdesk's main strength, there are some things that can be frustrating. Email responses can be sent with Cc and Bcc, but if you need to respond to a different principal, the only way to do this is to change the original support requester.
Verified reviewer
Consumer Goods, 11-50 employees
Used daily for less than 6 months
Review source
Share this review:
We are a distribution company that imports several US and European brands into Canada. We manage the customer service inquiries for all these brands for Canadian customers and retailers. We were previously using Outlook inboxes but that became too cumbersome. Freshdesk has allowed us to feed all inquiries to one place while still maintaining our separate brands and automatically routing tickets to the appropriate customer services team. Our workflows are more efficient and customers are easier to track.
Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.
There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.
Sean Y.
Architecture & Planning, 11-50 employees
Used daily for 2+ years
Review source
Share this review:
The platform is relatively user friendly and has a sufficient number of features to work well.
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....
Omnia H.
Leisure, Travel & Tourism, 51-200 employees
Used daily for 1-2 years
Review source
Share this review:
It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans
What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response
It's only 3 cons: 1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages 2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost 3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one
Gabriel L.
Information Technology and Services, 1-10 employees
Used daily for less than 6 months
Review source
Share this review:
I am currently the only person responsible for customer support in a small company. Freshdesk made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually. We'll be adding new users soon because of this great experience.
Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.
The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference. Here are a few basic examples: 1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank. 2) Only the custom fields with drop down lists can be used as triggers for automations. Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution. Overall though, it makes my job a lot easier.
Verified reviewer
Oil & Energy, 201-500 employees
Used daily for 2+ years
Review source
Share this review:
Overall, Freshdesk has helped our businesses provide better customer support, improve efficiency, and increase customer satisfaction. It has an easy to use sleek web portal.
Centralized communication: Freshdesk allows businesses to centralize their communication channels, including email, phone, social media, and chat. This can help to improve response times, reduce confusion and improve the customer experience.Ticket management: Freshdesk provides businesses with a powerful ticket management system that can help to streamline workflows, automate routine tasks, and prioritize...
Cost: Freshdesk can be expensive, especially for small businesses with limited budgets. While there is a free version available, it has limited functionality, and more advanced features require a paid subscription.Complexity: Freshdesk is a complex platform with a lot of features and options, which can make it overwhelming for new users. It may take some time to get familiar with the software and set...
jovie r.
Internet, 51-200 employees
Used daily for 6-12 months
Review source
Share this review:
We have been able to manage all customer interactions, regardless of the channel, in a single location ever since we implemented Freshdesk. We have been able to provide our customers with a support experience that is more consistent and seamless , which has led to increased customer satisfaction and loyalty.The capacity for automation is yet another advantage that we have realized. We can automate...
I have viewed the product as a valuable tool for overseeing client interactions and support tickets. Freshdesk's multi-channel support capabilities are one of its key features that I like. We can manage customer inquiries and support tickets across email, phone, social media, chat, and other channels from a single platform with Freshdesk.This feature has been especially helpful in ensuring that we...
The complexity of the reporting and analytics features is one thing I find difficult. I have found the process of creating and customizing reports to be somewhat cumbersome and unintuitive. Finding a way to extract the data you need can take some time, and even then, the reports can be hard to understand and use.The options for customization are another thing that I find somewhat frustrating. Although...
Haseeb U.
Transportation/Trucking/Railroad, 201-500 employees
Used daily for 2+ years
Review source
Share this review:
Overall, the system is quite good, but there is definitely room for improvement. It's generally easy to use for the basic actions and the rules that can be set make this a powerful tool.It does begin to get a little complicated when you have several departments using Freshdesk together (for example, adding another department using Freshdesk into a ticket doesn't create a ticket for that department - instead, the ticket has to be flipped, or have to go through parent-child ticketing, which can be confusing for those that are not tech savvy).
Freshdesk allows our company to manage our distribution lists that have a very high volume of incoming emails. It allows management to distribute and balance the workload of the department with ease.Not only does it keep a record of all emails sent and received, it also keeps track of all actions that were taken within the ticket along with the users or rules responsible for the changes.
The way the tickets come in and starts tracking time - this should be modifiable based on business needs, but seems to only track the time (& SLA) based on when the ticket/ email was created. This would be great for an IT department, but loses it's value in this aspect for a Customer Service department.Other companies that use a ticketing based CRM tends to clash with Freshdesk sometimes. Since each...
Imran H.
Information Technology and Services, 51-200 employees
Used weekly for 6-12 months
Review source
Share this review:
Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface. Although there were some limitations, we have been very satisfied with our experience with Freshdesk and would highly recommend it to any organization looking for a powerful and affordable help desk solution.
Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics
Limited flexibility for creating custom reportsSome features are only available in higher-priced plans
Diana Rose C.
Consumer Services, 1-10 employees
Used daily for 6-12 months
Review source
Share this review:
Freshdesk is an incredible resource for businesses wanting to upgrade their client commitment methodology, the focal point supporting business. Without it, we won't have the option to monitor what work ought to be done. Freshdesk is an exceptional option, in the event that you are assessing ticket management software. The whole execution ought to be conceivable by us in a method of hours. However, they still need to spend a great deal to work on the product as the market is truly cutthroat with competitive companies
The platforms permit businesses to customize their client associations by utilizing client information to tailor messages and warnings. This can assist fabricate more grounded associations with clients and increment commitment. Freshdesk is an astonishing stage for client assistance. It has permitted us to oversee client care demands rapidly and proficiently. We have had the option to effectively modify...
Freshdesk can be costly for independent ventures. The expense increments as the quantity of clients and features increment, which can be a detriment for organizations with restricted spending plans. The platform can be very perplexing to set up and utilize, especially for private companies with restricted specialized assets. there should be greater adaptability with the features. The price tag goes...
Letlet G.
Retail, 11-50 employees
Used weekly for 6-12 months
Review source
Share this review:
Freshdesk has helped me solve a number of customer service-related business issues. The management of customer inquiries and requests received via email, the web, phone, chat, and social media was one of our biggest challenges. We were able to consolidate all of these requests and track them in a single view with Freshdesk, making it simpler for our agents to keep track of all conversations and respond...
I can confidently state that Freshdesk is one of the best customer support software on the market. I had no trouble establishing my account and using the tool because of the user-friendly interface. I was able to keep up with requests coming in from email, the web, phone, chat, and social media from a single location thanks to the omnichannel capabilities. With the powerful automations, I was able...
Freshdesk is an excellent customer support software, but it does not come without its drawbacks. The software's limited reporting capabilities are one of its major drawbacks. Even though the tool has some options for reporting, the depth of the reports isn't always what I want. The pricing structure of Freshdesk is another drawback. Despite being less expensive than some other customer support software, the price tag can still add up for larger organizations or teams. Additionally, the more expensive plans can only take advantage of some advanced features that are beneficial to large businesses.
belasco s.
Marketing and Advertising, 11-50 employees
Used weekly for 1-2 years
Review source
Share this review:
My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and provides great customer service and support. The ticketing system is very organized and efficient and the dashboard is great for keeping track of all your customer support requests. The automation and reporting tools help to streamline the process and make it easier to manage multiple customers. The integration with other tools is also helpful, allowing me to quickly connect with other systems to provide better customer service. Overall, I find Freshdesk to be a great platform for managing customer service requests.
I liked how easy it was to use Freshdesk. The software was intuitive, and the user interface was well designed. The customer support was also excellent. They were always available to answer questions and provide assistance. Additionally, the reporting features were comprehensive and allowed us to track customer support trends and metrics.
One of the biggest drawbacks of freshdesk is its lack of customizability. It can be difficult to tailor the software to meet the specific needs of different businesses, as there are limited options for customizing the interface and features. Additionally, the pricing plans can be a bit expensive for some companies, depending on the level of support they require.
Verified reviewer
Marketing and Advertising, 1,001-5,000 employees
Used daily for 6-12 months
Review source
Share this review:
I do not have personal opinions or preferences. However, here are some of the benefits and strengths that users have reported about Freshdesk:User-friendly: Freshdesk is designed to be user-friendly, making it easy for both customers and support teams to use.Customization options: Freshdesk provides a range of customization options, allowing users to tailor the software to match their specific needs.Integration...
I do not have personal opinions or preferences. However, here are some common criticisms of Freshdesk that have been reported by users:User interface: Some users have reported that the user interface can be confusing and difficult to navigate, especially for new users.Customization limitations: Some users have reported that Freshdesk's customization options can be limited, making it difficult to fully...
Oluwadamilola S.
Financial Services, 11-50 employees
Used daily for 2+ years
Review source
Share this review:
Overall, our experience with Freshdesk has been extremely positive. We have been able to quickly and efficiently manage customer service requests. The customer service team has been extremely helpful in resolving any issues we have had. The only downside is the higher price of the premium plans.
Freshdesk is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs. The dashboard is easy to navigate and the customer service team has been very responsive in resolving any issues we have had.
The one downside we have experienced is the price of the premium plans. While Freshdesk is an amazing platform, the price is a bit on the higher side.
Ahmed A.
Information Technology and Services, 1-10 employees
Used daily for 6-12 months
Review source
Share this review:
Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business problems and improve our customer service and support, The benefits we have realized from using Freshdesk include improved customer satisfaction, better communication and collaboration, and increased efficiency and productivity.
Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.
Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.
Nitin S.
Graphic Design, 51-200 employees
Used daily for 1-2 years
Review source
Share this review:
Freshdesk is a highly useful help desk or customer complaint management platform. Its social media integration is perfect with support for Facebook pages which helped me have a sync with my daily Facebook complaints.
What I like about Freshdesk is that we can manage all our support channels from one place, the automated reporting features are excellent and also useful to customize it according to our requirements. They also have the best support team who helps you at every stage. Reasonable price makes it affordable for first time customer service agencies or startups. We can create our own knowledge base or faq onsite in a free plan.
The first thing I realized while using the ticket management system is that it confuses and doesn't always display the exact team member name who gave the response when multiple customers are involved in a support ticket.
Daniel C.
Internet, 11-50 employees
Used daily for 6-12 months
Review source
Share this review:
If I could go back in time, with the information I have now, I would select Zendesk. That is software written by and for adults. I would also say: the support provided by Freshdesk is eager and well-meaning, however the quality has been very poor. The support team will generally ignore obvious bugs in the software and waste time with a series of questions. Core bugs go months and months without correction. Escalations to management are ignored. The CSM team makes big promises and then vanishes for weeks or months at a time, without so much as email response. Generally, it is a very poor showing.
Freshdesk is inexpensive. Provided you are playing a numbers game – you want to save money on inexpensive software, and do not value your own customers highly enough to purchase Zendesk – then Freshdesk may be the way to go.
Freshdesk is full of poor product design and poor engineering implementation. Features are shipped half-finished and then advertised and demonstrated to prospects. Bugs are everywhere. Features are difficult to use. The product is difficult to administer – even basic administration like user management is not intuitive. It is the most disappointing software I have ever purchased.
Anthony C.
Design, 51-200 employees
Used daily for less than 6 months
Review source
Share this review:
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature,...
Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.
Verified reviewer
Computer Software, 1-10 employees
Used daily for less than 6 months
Review source
Share this review:
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.
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.
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....
Bob B.
Computer Software, 11-50 employees
Used daily for 1-2 years
Review source
Share this review:
We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!
We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!
We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.
Mark K.
Textiles, 11-50 employees
Used daily for 6-12 months
Review source
Share this review:
We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general. To me Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. They still need to spend a lot to improve the software as the market is really competitive with other companies like Salesforce, Zendesk but it seems they have the ambition to be the best. Moving to Freshdesk still seems a great decision.
Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies). Ticket...
At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon. Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.