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.
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Main features
Starting Price
Free Plan
Optimize ticket management
Access customized performance reports
Centralize knowledge base
Opt for multi-channel support
Enhance customer satisfaction
Starting Price
$15
/ user / month
Free Plan
Yes
Optimize ticket management
Access customized performance reports
Centralize knowledge base
Opt for multi-channel support
Enhance customer satisfaction
90% off the Pro plan for 1 year on Freshdesk
Get 90% off the Pro plan for 1 year on Freshdesk and up to $100,000 savings with Secret.
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
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,...
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 Freshservice are both offerings from Freshworks, tailored to enhance organizational efficiency through customer support and IT service management. Though they are part of the same suite, they cater to different operational needs within businesses. Understanding the differences between them is essential for selecting the right tool for your organization.
The primary distinction between Freshdesk and Freshservice lies in their focus areas. Freshdesk is designed specifically for customer support teams, providing features such as ticketing, multichannel communication (email, chat, phone, and social media), automation, and reporting. These features streamline customer interactions, making it easier for support teams to resolve issues efficiently and improve customer satisfaction. Freshdesk's intuitive interface and integration capabilities make it a popular choice for businesses seeking to enhance their customer support experience.
On the other hand, Freshservice is tailored...
Freshdesk
Customer service software to optimize your client communication
90% off the Pro plan for 1 year on Freshdesk
Save up to $100,000
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
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.
90% off the Pro plan for 1 year on Freshdesk
Get 90% off the Pro plan for 1 year on Freshdesk and up to $100,000 savings with Secret.
Freshdesk Reviews
4.3
Freshdesk rating
4.5
Ease of use
4.7
Customer service
4.3
Value for money
4.1
Likelihood to recommend
4.5
Features
29 Freshdesk Reviews
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Charles Johnson
Exceptional Customer Support: Freshdesk Goes the Extra Mile
Lastly, as a user of Freshdesk, I must commend their customer support. They are responsive and go above and beyond to ensure we get the most out of their software.
October 19, 2024
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Judy Brown
Exploring Freshdesk: A Hands-On Approach to Customer Retention
Freshdesk assured me they could do it all - from incorporating my desired features to enhancing performance. Once I made my payment, they gave me the space to explore the software independently. This has been the case for several years now. Some of the simpler features are a work in progress, and the changes they pledged to implement are still in the pipeline, even after a few years. I would highly recommend this tool if you're someone who enjoys a hands-on approach and doesn't mind waiting for updates. It's a great way to retain customers!
October 14, 2024
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Joseph
Freshdesk: A Cost-Effective Solution for Small Business Owners
As a small business owner, I appreciate how Freshdesk scales with my needs. Its flexible pricing plans and customizable features make it a cost-effective solution for us
October 6, 2024
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Talia S
Enhanced Productivity and Collaboration with Freshdesk's Collaborative Inbox Feature
The collaborative inbox feature of Freshdesk has greatly improved our team's productivity. It ensures no query falls through the cracks and promotes better team collaboration
September 28, 2024
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Arthur E
Trialing Freshdesk: A User's Perspective
I'm happy with Freshdesk's accessibility for all staff, especially those with customer service experience. Its pricing is affordable, even providing free usage for fewer than 10 users. However, I find its customization somewhat inflexible, not permitting as many changes as other software, which could potentially restrict contributors.
September 22, 2024
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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
