What is Freshdesk?
Pros from reviewers
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Improved customer satisfaction and support: Freshdesk has been instrumental in increasing customer satisfaction and improving customer service and support, as it provides a variety of features such as ticket management, scheduling, sales pipeline management, lead management, and more
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Enhanced communication and collaboration: Freshdesk facilitates better communication and collaboration within teams, ensuring consistent communication and reducing missed communications
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User-friendly interface: Freshdesk offers a clean, user-friendly interface that's intuitive for both request submitters and the responding support team, making it easy to understand and use
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Efficient task management: Freshdesk promptly notifies users of new tasks and its light platform allows for quick and reliable work, making task management more efficient
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Affordable pricing: Freshdesk's pricing is affordable, even providing free usage for fewer than 10 users, making it an accessible tool for all staff.
Cons from reviewers
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Limited customization: Some features in Freshdesk are less customizable and challenging to adapt to specific needs, limiting the software's flexibility to cater to unique business requirements
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Limited remote access and control: The remote access and control feature is not as robust as some users would prefer, potentially hindering remote work efficiency
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Complex licensing model: The recommended license model can be complex and involve a mix of different license levels and day licenses, making it difficult to manage and potentially expensive
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Occasional glitches: Some users have reported occasional glitches in the system, which can disrupt workflow and productivity
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Poor customer support: Some users have reported slow and unhelpful customer support, including slow response times and bot-generated solutions, which can lead to frustration and unresolved issues.
Main features
Starting Price
Free Plan
Strengthen data security
Optimize ticket management
Centralize knowledge base
Access customized performance reports
Opt for multi-channel support
Starting Price
$15
/ user / month
Free Plan
Yes
Strengthen data security
Optimize ticket management
Centralize knowledge base
Access customized performance reports
Opt for multi-channel support
How Freshdesk compare to similar software?
Product
Price
$15
/ user / month
Free plan
Yes
Main features
Pros
Cons
Alternatives
Deal
90% off the Pro plan for 1 year on Freshdesk
Save up to $100,000
While Freshdesk and LiveAgent are both prominent customer support software solutions, their key differences lie in the specific features and functionalities they offer, catering to distinct operational needs and service environments.
Freshdesk is renowned for its extensive automation capabilities and user-friendly design, making it a suitable option for businesses seeking a straightforward and efficient way to manage customer interactions across various channels. It provides a unified platform where teams can handle emails, social media inquiries, and chats seamlessly. Additionally, Freshdesk offers a robust ticketing system with advanced features such as event-triggered automations, scenario automations, and customer satisfaction surveys, which simplify complex workflows and enhance customer experience management.
LiveAgent, on the other hand, excels in providing real-time customer support capabilities, with a strong focus on live chat and call center functionality. It is...
Both customer service management tools are high-performance SaaS solutions with a proven track record in the software market. Each platform has its own strengths, weaknesses and relevant features. For this reason, it's difficult to identify a single factor that differentiates Freshdesk and Zendesk. However, the main difference certainly lies in the target audience of each tool. Indeed, while Zendesk is the platform of choice for large companies or start-ups with substantial budgets, Freshdesk is the tool of choice for small businesses or teams with limited budgets.
Freshdesk is the easiest platform to get to grips with. Its pleasant, intuitive interface can be picked up quickly by all types of user. This makes it ideal for small businesses that don't necessarily have strong technical expertise in this type of SaaS software. What's more, this tool offers a free price plan. This is perfect for getting an initial idea and testing the platform without incurring costs during the trial...
Freshdesk and Front are both powerful platforms designed to enhance customer support and team collaboration, catering to businesses of various sizes. With intuitive interfaces and a broad range of features, both tools are suitable for users of all technical backgrounds. However, key differences between Freshdesk and Front should be considered when deciding which platform is best for your business.
The primary difference lies in their approach to customer support and communication. Freshdesk is built around a traditional helpdesk model, where customer inquiries are managed through a ticketing system. This structure makes it easy to organize, prioritize, and track customer issues, ensuring that no query goes unresolved. Freshdesk is particularly well-suited for businesses that require a structured, process-driven approach to customer support, especially those dealing with high volumes of tickets. It also offers advanced automation, analytics, and integrations with other business tools,...
Who is Freshdesk best for according to our reviewers?
Non-profit Organizations: Freshdesk has been beneficial for non-profit organizations, particularly in managing customer emails and enhancing customer experience. However, the licensing model can be complex and potentially expensive
Businesses with High Client Interaction: Freshdesk is suitable for businesses dealing with high volumes of client requests, offering features like alerts in team mailboxes and the ability to add notes within the team. However, some users have suggested improvements in the Satisfaction Survey feature
Small Tech Start-ups: Freshdesk is a cost-effective solution for small tech start-ups with lightweight requirements, offering a range of support desk features such as ticket management, scheduling, and project planning. However, some users have reported issues with formatting, integration, and customer support
Customer Service Teams: Freshdesk is ideal for customer service teams, providing a user-friendly interface, automation of tasks, and a boost in customer satisfaction. However, some users have found the customization options challenging and have experienced occasional glitches
Businesses Seeking Scalability: Freshdesk is excellent for businesses seeking scalability, as it grows with your business and offers easy setup and automation. However, some users have found the pricing steep as their teams expand.
Freshdesk Reviews
4.4
Freshdesk rating
4.5
Ease of use
4.7
Customer service
4.3
Value for money
4.1
Likelihood to recommend
4.5
Features
24 Freshdesk Reviews
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Amber
Empowering Customers: Freshdesk's Knowledge Base Revolution
The knowledge base feature of Freshdesk has been instrumental in empowering our customers to find solutions on their own. This has not only reduced our ticket volume but also improved customer satisfaction
September 14, 2024
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Knox
Over 3 Years with Freshdesk and Still Going Strong
I've been using Freshdesk for over 3 years and it's been excellent in managing the high volume of client requests. However, I suggest an improvement in the Satisfaction Survey. When a response is received, the feedback isn't noted in the email notification we get, which would be helpful.
September 8, 2024
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Scott F
Freshdesk's Email Management: A Game Changer for Charities
Using Freshdesk has positively influenced our charity by improving our response to customer emails, significantly reducing response times and missed communications. It allowed us to manage all emails centrally, enhancing customer experience. It was easy to track unanswered emails and view responses from others, ensuring consistent communication. However, the recommended license model was complex and involved a mix of different license levels and day licenses, making it difficult to manage and expensive. We chose Freshdesk because it was cheaper than Zen Desk, but the overall experience may not have completely met our expectations.
September 3, 2024
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Susan W
Freshdesk's Multi-Channel Support for Efficient IT Management
As an IT manager, I find Freshdesk's multi-channel support extremely beneficial. It allows us to manage queries from various platforms like email, phone, and social media, all from one place
August 26, 2024
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Ronald B
Discussing one of the best business decisions I've ever made: Freshdesk.
Coming from a Zendesk background, which was not the best in terms of support, I switched to Freshworks in August 22, during the uncertain times of the Covid19 pandemic. After two and a half years, I can honestly say that FreshWorks is probably the best customer experience software I have worked with. We handle thousands of customers daily through the Omnichannel platform and have never been in a better position. I absolutely love FreshDesk and plan to continue using this amazing tool for years to come.
August 18, 2024
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Porter D
Efficient and User-Friendly: A Specialist's Experience with Freshdesk
Overall, I'm quite satisfied with Freshdesk. It's easy to understand and promptly notifies me of new tasks. The Call Centre function is reliable and user-friendly, with the well-maintained phone app ensuring no missed calls. Logging and searching for cases is straightforward. Freshdesk is easy to use from the get-go and its light platform allows for quick and reliable work. Once I got the hang of it, I was able to solve most cases using just a few keyboard buttons. However, when Freshdesk crashes due to maintenance issues, there's no notification explaining why or for how long. The Fresh Chat mobile app often crashes without reason or error code, making troubleshooting difficult. The app's tech support is disappointing, either slow to respond or not responding at all, and when they do, they provide bot-generated "solutions" that end with "please contact support". I switched to Freshdesk from Zendesk because Zendesk was difficult to use, slow due to its heavy platform, and lacked an automatic refresh function.
August 12, 2024
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Shirley A
Is Freshdesk Reliable?
I appreciate the chatbot feature on Freshdesk, but the response time from the institution using it is often too slow. Sometimes, I need to inquire about grades or confirm payment processing.
August 4, 2024
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Matthew W
Freshdesk's Robust Reporting for Data-Driven Decisions
As a project manager, I appreciate Freshdesk's robust reporting features. They provide me with the insights I need to make data-driven decisions and improve our support team's performance
July 29, 2024
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Vernon M
Freshdesk: A Game-Changer in Customer Service and Onboarding Experience
My experience with Freshdesk has been nothing short of fantastic! Their customer service is top-notch and the onboarding process was a breeze, complete with complimentary training sessions. They truly outshone other products I considered, demonstrating impressive technical expertise and a user-friendly app that was up and running in no time. The best part? We didn't even need to bring in external consultants to set up our business process. While some competitors like S********e seem to overlook small businesses and focus more on sales, Freshdesk has been a breath of fresh air. And while Z*****k does have a great user interface, their customer service and response time left a lot to be desired. Freshdesk, on the other hand, has been a game-changer for us, delivering on all fronts!
July 23, 2024
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Adam J
Excelling in Customer Care with Freshdesk!
I find Freshdesk to be user-friendly and robust, guaranteeing that I never overlook a ticket. I'm amazed by the simplicity of establishing and managing knowledge bases, and I value the straightforward yet potent ticketing system. Given its cost, it's outstanding. I adore both the interface and functionality. My only regret is not discovering it earlier!
July 16, 2024
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Adam A
Optimizing Customer Service with Freshdesk
I believe Freshdesk is excellent for customer support as it's user-friendly, automates tasks, and keeps customers happy. It also grows with your business. However, I find the pricing somewhat steep, especially as my team expands. The customization options are commendable, but there's a learning curve. I've also observed occasional glitches.
July 7, 2024
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Linda
Exploring Freshdesk: A Unique Service Desk Experience
I'm having a truly unique experience with Freshdesk! As a service desk solution, their own service desk is an interesting model to observe. I've been on an exciting journey trying to integrate Freshchat with my application. It worked before, and I'm confident they'll find a solution soon. The account manager assigned to me is quite independent, giving me the space to explore and only touching base once a week. It's a thrilling challenge and I'm eager to see how it all turns out!
June 30, 2024
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Kyle
Freshdesk: Exceptionally User-Friendly
I find Freshdesk to be very user-friendly. It's great for including the entire team in all emails and workflows, which is especially useful when colleagues are away. It offers easy threads for managing timelines and responses, eliminating the need to sift through personal emails to understand topic responses.
June 24, 2024
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Keith F
Staying Connected and Efficient: Freshdesk's Mobile App Review
Freshdesk's mobile app is another feature that stands out for me. It allows me to stay connected with my team and manage customer queries on the go
June 15, 2024
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Frank N
Mastering Support with Freshdesk: A Seamless HelpDesk Solution
I find Freshdesk easy to handle and value its integration with Azure AD and multi-factor authentication. I'm using it for support ticket management, inventory management, and change management among other tasks. I'm still discovering more features of Freshdesk, but I'm satisfied with it so far.
June 11, 2024
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Rose Davis
Superb Tool for Addressing User Inquiries
I find several features of Freshdesk excellent, such as the alerts received in our team's mailboxes, the ability for any available team member to respond to a ticket, and the provision to add notes within the team to keep track of the thread. However, I suggest an improvement regarding the limit on the number of agents. I believe we should have the freedom to decide who we can make an agent for our system without any restrictions.
June 3, 2024
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Christian N
Freshdesk's Automation: A Game-Changer for Customer Service
I've been using Freshdesk for over a year now and its automation features have been a game-changer. It has helped us reduce manual tasks and focus more on providing quality customer service
May 25, 2024
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Nicole
Thriving with Freshdesk: A 3-Year User Experience
I've been absolutely thrilled with my experience using Freshdesk over the past 3 years. Their commitment to innovation is truly impressive, with the introduction of robust new features each year. I'm particularly excited about their upcoming AI-related features! The software is a breeze to set up and automate, and it has effortlessly scaled with us as we've grown from just 1 to a whopping 1 users. The interface is sleek and dependable. We've successfully integrated Jira, Aha, and SalesForce. While there are some limitations with the SalesForce integration, it's still been a largely beneficial tool for us.
May 20, 2024
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Emma Williams
Premium Solution for Streamlining Your Support Tickets
I believe Freshdesk is an excellent service. Despite not being the cheapest, it's the industry standard for a reason. It offers a clean, user-friendly interface that's intuitive for both request submitters and the responding support team. However, it does require a substantial amount of time to set up correctly, especially in correctly categorizing optional and required fields and ensuring the list of support categories is clear.
May 14, 2024
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Lauren
Efficient Ticketing System with Seamless Integration
its ticketing system is intuitive and efficient, allowing us to respond to customer queries in a timely manner. The software's ability to integrate with other platforms we use daily, such as Slack and Google Workspace, has significantly improved our workflow
May 5, 2024
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Louis A
Reflecting on My Positive Experience with Freshdesk
I've been a loyal customer of Freshdesk for 3 fantastic years and it's been an integral part of my business operations. Recently, I embarked on a new journey and sold my business, so I no longer required their service. I reached out to them to discuss the remaining 3.5 months of my annual plan. Although they were unable to provide a refund, I understand their policy and appreciate their consistent service throughout the years. It's been a pleasure being a Freshdesk customer!
April 27, 2024
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Joan Williams
Freshdesk: A Learning Journey for Our Tech Start-Up
As a small tech start-up team of 5, we decided to go with Freshdesk as our customer service solution due to its competitive pricing and impressive support desk features. Over the past year, our journey has been quite a learning experience. We've navigated through a few challenges such as formatting adjustments, billing changes, and integration processes. We've also had the opportunity to interact with their AI suggestions and billing systems. Their customer support, while not always immediate, has been a part of our learning curve, helping us understand the system better. Despite our minimal requirements, using Freshdesk has been an interesting journey. If I could go back, I would still choose Freshdesk, as it has allowed us to learn, grow, and understand the nuances of customer service software. The experience has saved us from the monotony of a more established brand and has prepared us for any future transitions we may need to make.
April 22, 2024
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Timothy E
Discover the Power of Freshdesk: A Cost-Effective Tool for Seamless Customer Service
Freshdesk has been a valuable tool for my company, helping us solve various business issues and improving our customer service and support. Since using it, we've seen an increase in customer satisfaction, better communication, collaboration, and a boost in efficiency and productivity. Our overall experience with Freshdesk has been positive. What I appreciate most about Freshdesk are its extensive and effective features. It provides a variety of features such as 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 greatly enhanced our customer service and support. Integrating Freshdesk with our existing tools and applications was straightforward. However, some features in Freshdesk are less customizable and challenging to adapt to our specific needs. The remote access and control feature is also limited and not as robust as we would prefer.
April 16, 2024
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Jerry F
Freshdesk: Streamlining Customer Support Processes
As a customer service manager, I find Freshdesk to be an invaluable tool for streamlining our support process
April 13, 2024