Home/Help Desk Software/Freshdesk
Updated on: February 21, 2019
What is Freshdesk ?
I Use this
Freshdesk - Help Desk Software : SaaSworthy.com
View Gallery
76%

Freshdesk

Redefining your customer support
★★★★★
★★★★★
(908 Ratings) Write Review

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents.

Freshdesk Features Show All Features

Freshdesk Technical details

Support 24/7 (Live rep) Online Customer Type Freelancers Large Enterprises Medium Business Small Business
API Contact San Bruno, CA / +1 (866) 832-3090
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Help Desk Software

Freshdesk Pricing

Pricing ModelFree Trial , Freemium , Subscription
How much does Freshdesk cost ?
The pricing for Freshdesk starts at $19.0 per month. Freshdesk has 4 different plans such as - Blossom at $19.0 per month, Garden at $35.0 per month, Estate at $49.0 per month and Forest at $89.0 per month. Freshdesk also offers a Free Plan with limited features.
Sprout
Free

For getting started

  • Free for Unlimited Agents
  • Email Channel
  • Basic Phone Channel
  • Basic Social Channel
  • Basic Chat Channel
  • Knowledge Base
Blossom
$19 /Month

$19 per Agent per Month billed Annually

$25 per Agent per Month billed Monthly

Perfect for small teams

  • Everything in Sprout Plan Plus
  • Advanced Social Channel
  • Team Huddle
  • Satisfaction Surveys
  • Custom Domain Mapping
  • Time Tracking
Garden
$35 /Month

$35 Per Agent Per Month Billed Annually and $44 Per Agent Billed Month-to-Month

Ideal for growing teams

  • Everything in Blossom Plan Plus
  • Multilingual Helpdesk
  • Ticket Templates
  • Community Forums
  • Scheduled Reports
  • CSS Customization
Estate
$49 /Month

$49 Per Agent Per Month Billed Annually and $59 Per Agent Billed Month-to-Month

Best value for large teams

  • Everything in Garden Plan Plus
  • Multiple Products
  • Agent Collision
  • Shared Ownership
  • Enterprise Reports
  • Custom Agent Roles
Forest
$89 /Month

$89 Per Agent Per Month Billed Annually and $99 Per Agent Billed Month-to-Month

Made for enterprises

  • Everything in Estate Plan Plus
  • IP Whitelisting
  • Custom Email Servers
  • EU Data Center
  • Skill based ticket assignment

Screenshot of the Vendor Pricing Page
View Full Screen

Disclaimer: The pricing details were last updated on 17/04/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Freshdesk Alternatives Freshdesk Alternatives

96%
★★★★★
★★★★★
(1856 RATINGS)
Zendesk Talk
Zendesk helps you to connect with your customers using it’s cloud-based call center solution. It allows you to choose a toll free number for delivering your...
Visit Website
99%
★★★★★
★★★★★
(2450 RATINGS)
Zoho Desk
It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call...
Visit Website
57%
★★★★★
★★★★★
(166 RATINGS)
HappyFox
HappyFox is one of the most sought after help desk software that offers best possible customer support solution. This robust help desk ticketing system comes...
Visit Website
66%
★★★★★
★★★★★
(831 RATINGS)
LiveAgent
A simple and secure platform, with multi-features such as Help Desk, Live Chat and Call Center. Customer service key features of the software help in...
Visit Website
77%
★★★★★
★★★★★
(1038 RATINGS)
Zendesk Support
Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all...
Visit Website
47%
★★★★★
★★★★★
(60 RATINGS)
ClickDesk
ClickDesk is both a live chat and help desk software that helps boosting customer support system with real-time troubleshooting and chatting facility. It...
Visit Website
61%
★★★★★
★★★★★
(126 RATINGS)
Teamwork Desk
Teamwork Desk is a help desk software that eases request tracking process and enables you better to handle customer care related issues. The software ensures...
Visit Website
34%
Squadcast
Squadcast is a platform to manage incidents. All-in-one solution for centralized alerts, notification rules, escalations, schedules, runbooks, and more....
Visit Website
56%
★★★★★
★★★★★
(22 RATINGS)
Agiloft
The Agile contract lifecycle management software is built to work the way you desire it to. The Contract Management Suite by Agiloft can automate the entire...
Visit Website
24%
HelpSpace
HelpSpace aims to help you simplify and streamline the help and support you provide for your customers. To do this, it stores all your emails and messages to...
Visit Website

Freshdesk Reviews

OVERALL RATING
4.5
Based on 908 Rating(s)
Rating Distribution
  • 864
  • 37
  • 5
  • 2
  • 0
SHARE YOUR EXPERIENCE Write a Review
Sort By
Filter by Source
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 16 January 2019)
Saved My Business

Pros: This product saved my business but decluttering my email account with all support tickets and help me keep staff accountable for business that came in. One transitioned fully, my business cannot live without it.

Cons: Did not like having to find all of the options where they didn't seem like they would be.

Overall: Very solid product and loving the product development.

...more
Rohan P.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 15 January 2019)
The Best Ticketing Tool

Pros: Freshdesk is no doubt the best ticketing tool out there. It has a very intuitive UI and a simple layout which is also appealing as well as easy to use.

Cons: Canned Responses are a bit troublesome. Also, sending a bulk mail is a bit tough.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 15 January 2019)
Has become integral to our business, bit pricey

Pros: At some point we had too many mailboxes and too much email to properly track customer emails so we switched to Freshdesk and now we can stay on top of everything. We don't use it as a traditional ticketing system, we run all our email through it but it works. Canned responses are useful, alerts when 2 agents are working on an email at the same time, or if a response has just been sent while you were typing really help to avoid unintended miscommunication and using automations its possible to make up for any missing out of the box features (like snoozing an email).

We use it every day. While I have some issues with it, we're basically running our business out of it so I'm pretty happy with it overall.

Cons: They recently upgraded the design which I like, but it has come with a host of little issues. My least favourite feature is adding a slash command in the WYSIWYG editor as it means that you can't type a space-slash " /" in an email any more which seems bonkers to me.

The price per agent is a bit steep. If you switch up to a higher plan to get additional features then your price per agent increases along with it making it a bit pricey for temporary staff and new hires. I think this is largely because we aren't using it as a traditional ticketing-support system.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 15 January 2019)
Friendly to the beginner but powerful to the seasoned admin

Pros: You can apply filters to any incoming ticket, based on many factors. You can also make it scan your tickets for updates and automate further actions. You can customize categories and properties

It even has plenty of plug-ins to connect to other networks. The Slack bot is really helpful for example.

Also, their fully detailed analytics are very much welcome and useful!

Cons: There are some less intuitive filters for categorizing and logic to whether to show or not sub-categories. Might get tricky to get it working for you if you have very special needs.

Overall: It took some time to configure to our liking and customize all categories and filters, but once that was done it became a joy to work with.

...more
Amber P.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 15 January 2019)
Connect with your support team

Pros: I like that fresh desk allows you to use sub categories to insure your issue is forwarded to the correct team.

Cons: I don't like that it took so long to hear from the support team, this may be an individual issue, as the company I'm contracted with has more than 10,000 contractors.

Overall: Fresh desk helps offer me tips and customer support with issues using the platform.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 15 January 2019)
Good platform

Pros: Good customer service platform. The free versio has way enough to get started

Cons: Not much to be honest. This is a pretty robust solution

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 14 January 2019)
Pretty good

Pros: Does what it is supposed to do has nice reporting features.

Cons: I wish there were more ways to customize the forms and that there was a way for the software to scan the KB articles for metadata to include in search keywords.

...more
Jennifer L.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 14 January 2019)
Outstanding Professional Customer Support System

Pros: When it comes to the small and medium enterprises customer support, Freshdesk is the best application I have ever used. I no longer was losing track or record of a customer's query and was even able to assign the customer and request to the respective department. Very useful mobile application. Best of all, the ticketing system and automated email responses.

Cons: The custom domain option should be offered at all plans in my opinion, even the free plan.

Overall: Overall, I can't imagine a proper customer support without Freshdesk. They really are the best. I recommend at 100%.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 13 January 2019)
Freshdesk summary

Pros: The ticket platform is amazingly intuitive, allowing for quick setup from the get-go.

Cons: The inability to send out bulk emails 'tickets' from one response.

Overall: Their customer service was so fast and on point. They resolved my issues in minutes via chat.

...more
Anmol B.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 12 January 2019)
Helped us tackle our support queries at 3x the speed

Pros: Freshdesk has completely changed the way we manage our support queries. It was extremely easy to setup and get started. We have been able to cut down our support time and not lose track of customer queries.

Being able to templatise common support queries and make it accessible across the team is quite indispensible.

Cons: They upgraded to a new user interface which looks great as that would have been the only drawback.

...more
Read All Reviews

Videos on Freshdesk Youtube Official Channel

Freshdesk Screenshots

screenshots
Capterra : Screenshots
Multichannel helpdesk software Screenshot
screenshots
screenshots
Capterra : Screenshots
Multichannel helpdesk software Screenshot

Freshdesk Awards

Download white papers and ebooks on Freshdesk View All Downloads

by Freshdesk
What every customer service head should know about Self-Service
This whitepaper aims to help you help people help themselves. It tells you: Why self-service is important, How to make...
read more
DOWNLOAD
by Freshdesk
Customer Happiness Benchmark Report
This report has everything you need to scale your customer support strategy. You can discover opportunities to make...
read more
DOWNLOAD

Disclaimer

The research is compiled using multiple sources, let us know of any feedback on feedback@saasworthy.com