What is Freshdesk?
Pros from reviewers
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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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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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Affordable pricing: Freshdesk's pricing is affordable, even providing free usage for fewer than 10 users, making it an accessible tool for all staff.
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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
Cons from reviewers
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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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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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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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Occasional glitches: Some users have reported occasional glitches in the system, which can disrupt workflow and productivity
14-day free trial on Freshdesk
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Main features
Starting Price
Free Plan
Centralize knowledge base
Opt for multi-channel support
Strengthen data security
Optimize ticket management
Access customized performance reports
Starting Price
$15
/ user / month
Free Plan
Yes
Centralize knowledge base
Opt for multi-channel support
Strengthen data security
Optimize ticket management
Access customized performance reports
14-day free trial on Freshdesk
Get 14-day free trial on Freshdesk and up to $20 savings with Secret.
How Freshdesk compare to similar software?
Product
Price
$15
/ user / month
Free plan
Yes
Main features
Pros
Cons
Alternatives
Deal
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,...
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
Freshservice
Intelligent, flexible and intuitive ITSM software
Both Freshdesk and Help Scout are popular helpdesk platforms with dedicated user bases, but several key differences can guide you in selecting the right one for your business. One of the most significant differences lies in their pricing models. Freshdesk offers a range of pricing tiers, including a free plan for small teams, but charges per agent for its more advanced features. This model is beneficial for businesses that need access to a wide array of tools and don’t mind paying for each support agent. In contrast, Help Scout also charges per user but offers more straightforward pricing with all plans including core features like live chat and a knowledge base, making it potentially more cost-effective for teams focused on delivering personalized support without needing numerous add-ons.
If you’re considering a free helpdesk solution, it's essential to compare the free plan offerings of Freshdesk and Help Scout. Freshdesk’s free plan includes email and social ticketing, knowledge...
Freshdesk
Customer service software to optimize your client communication
Help Scout
Comprehensive customer service platform
6 months free on the Plus plan on Help Scout
Save up to $300
Who is Freshdesk best for according to our reviewers?
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
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
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.
14-day free trial on Freshdesk
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Freshdesk Reviews
4.3
Freshdesk rating
29 Freshdesk Reviews
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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
