Freshdesk

About Freshdesk

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.

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Pricing

Free Trial Available
Starts at $15.0. Offers Free-forever plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

92%
Momentum

69%
Popularity

92%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)
Freelancers

API Support

Available

Modes of Support

24/7 (Live rep), Online

Freshdesk Awards

# 1 Most Worthy Software Help Desk Software
Q2 2024

# 1 Most Popular Software Help Desk Software
Q2 2024

# 16 Fastest Growing Software Help Desk Software
Q2 2023

# 5 Most Popular Software Help Desk Software
Q2 2023

# 5 Highly Rated Help Desk Software
Q1 2022

# 5 Fastest Growing Help Desk Software
Q1 2022

# 4 Most Popular Help Desk Software
Q1 2022

# 2 Most Worthy Help Desk Software
Q1 2021

# 1 Highly Rated Help Desk Software
Q1 2021

# 1 Fastest Growing Help Desk Software
Q1 2021

# 4 Most Popular Help Desk Software
Q1 2021

# 1 Most Worthy Help Desk Software
Q3 2019

# 2 Highly Rated Help Desk Software
Q3 2019

# 7 Fastest Growing Help Desk Software
Q3 2019

# 1 Most Popular Help Desk Software
Q3 2019

# 1 Most Searched Help Desk Software
Q3 2019

Freshdesk Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Standard Features

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Freshdesk Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Freemium ( Limited Features )

Premium Plans ( Subscription )

Pricing Plans

MONTHLY YEARLY

Free Free

Get going for free

Up to 2 agents

Features

Integrated ticketing across email and social
Ticket Dispatch
Knowledge Base
Ticket Trend Report
Out-of-the-box analytics and reporting
Choose your data center location
Team collaboration
24x7 email support

Growth $15.00 $18.00 per user / month

Intuitive, industry-leading support for growing businesses

Features

Includes features of Free plan, plus
Automations
Collision Detection
1000+ marketplace apps
In-depth helpdesk report
SLA management & business hours
Custom Email Server
Custom Ticket Views
Custom ticket fields & status
Custom SSL
Easily track time spent by agents on tickets
24x5 phone support

Pro $49.00 $59.00 per user / month

Advanced automation for high performance

Features

Includes features of Growth plan, plus
Multiple products
Includes up to 5000 Collaborators
Round-robin routing
Custom Roles
Custom objects
Custom Reports and Dashboards
Segment customers for personalized support
Customer journey
Canned forms
Manage versions in knowledge base
Community forums
Extendable API Limits
CSAT surveys & reports
Multiple SLA policies & business hours
SLA reminder & escalation
Multilingual knowledge base
Custom apps
Average handling Time (AHT)
Custom Metrics
Report Sharing

Enterprise $79.00 $95.00 per user / month

Fully featured with bots for enterprise-level support

Features

Includes features of Pro plan, plus
Unlimited products
Sandbox
Easily manage agent shifts across time zones
Audit log
Skill-based routing
Knowledge base approval workflow
Flexible knowledge base hierarchy
IP range restriction

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 20/08/2024 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Freshdesk Pricing

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Freshdesk Reviews

User Rating

4.5/5 (Based on 2,769 Ratings)

Rating Distribution

Excellent
63%
Very Good
28.4%
Average
3.7%
Poor
1.2%
Terrible
3.6%

User Sentiments

User-Friendly Interface, Extensive Customizations, Robust Ticketing System, Excellent Customer Support

Limited Reporting Functionality, Occasional Software Glitches, Mobile Application Limitations, Confusing Navigation/Menu System

Do You Use Freshdesk?

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Review Summary

Overall, reviewers praise Freshdesk's user-friendly interface, ease of use, customization options, and robust features. They find it suitable for businesses of all sizes and appreciate its ticketing system, reporting capabilities, and integrations with other tools. However, some users mention occasional glitches, limited automation capabilities, and challenges with handling complex customer queries. Additionally, a few reviewers express concerns about the pricing structure and suggest improvements in customer support responsiveness.

Pros

Userfriendly and intuitive interface, making it easy for teams to adopt and use.
Offers a wide range of features and customization options to suit different business needs.
Provides robust reporting and analytics capabilities for datadriven decisionmaking.
Excellent customer support with quick response times and helpful resources.

Cons

Can be expensive for small businesses or those with limited budgets.
Some users find the reporting and analytics features to be complex or overwhelming.
Limited integration options with thirdparty applications compared to some competitors.
Occasional performance issues or downtime reported by some users.