What is Freshdesk?
Pros from reviewers
-
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
-
Enhanced communication and collaboration: Freshdesk facilitates better communication and collaboration within teams, ensuring consistent communication and reducing missed communications
-
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
-
Affordable pricing: Freshdesk's pricing is affordable, even providing free usage for fewer than 10 users, making it an accessible tool for all staff.
-
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
-
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
-
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
-
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
-
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.
-
Occasional glitches: Some users have reported occasional glitches in the system, which can disrupt workflow and productivity
14-day free trial on Freshdesk
Get 14-day free trial on Freshdesk and up to $20 savings with Secret.
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
Get 14-day free trial on Freshdesk and up to $20 savings with Secret.
Freshdesk Reviews
4.3
Freshdesk rating
29 Freshdesk Reviews
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
