Home/Help Desk Software/Freshdesk
Updated on: January 28, 2020
What is Freshdesk ?
Freshdesk - Help Desk Software : SaaSworthy.com
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Freshdesk

Redefining your customer support
(422 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.

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Freshdesk Technical details

Support 24/7 (Live rep) Online Customer Type Freelancers Large Enterprises Medium Business Small Business
API Location / Phone Number 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
MONTHLY YEARLY
Sprout
Free

For getting started

Features

  • Free for Unlimited Agents
  • Email Ticketing
  • Ticket Dispatch
  • Team Collaboration
  • Knowledge Base
  • Ticket Trend Report
  • Social Ticketing
  • Omnichannel : + $0 per Agent per month (Convert calls to tickets in Freshdesk)

All the Plans includes these Features

  • Field Service Management : $29 per field technician per month
    • Manage field teams
    • Track appointments
    • Monitor metric
  • 24 x 7 email support
  • 24 x 5 phone and chat support
Blossom
$15 /User/Month
Billed Yearly

Perfect for small teams

Features

  • Includes features of Sprout plan, plus
  • Automations
  • Collision Detection
  • Marketplace Apps
  • Helpdesk In-depth
  • SLA Management
  • Business Hours
  • Omnichannel : + $0 per Agent per Month (Manage chats and calls within Freshdesk)
  • Includes features of All Plan
Garden
$29 /User/Month
Billed Yearly

Ideal for growing teams

Features

  • Includes features of Blossom plan, plus
  • Time Tracking
  • CSAT Surveys
  • Session Replay
  • Performance Reports
  • Multilingual Knowledge Base
  • Omnichannel : + $10 per Agent per Month
  • Embedded Chat FAQs
  • Triggered messages
  • IVR
  • Call masking
  • Includes features of All Plan
Estate
$49 /User/Month
Billed Yearly

Best value for large teams

Features

  • Includes features of Garden plan, plus
  • Ticket Assignment Automation
  • Custom Roles
  • Portal Customization
  • Enterprise Reporting
  • Multiple SLAs and Timezones
  • Support Bot
  • Omnichannel : +$20 per Agent per Month
  • In-app chat campaigns
  • Smart call escalations
  • Call barging and monitoring
  • Includes features of All Plan
Forest
$109 /User/Month
Billed Yearly

Made for enterprises

Features

  • Includes features of Estate plan, plus
  • Skill-based Ticket Assignment
  • Sandbox
  • IP Whitelisting
  • Data Centre Location
  • HIPAA Compliance
  • Extendable API rate limit
  • Omnichannel : Free
  • Co-browsing
  • Multilingual Chat FAQs
  • Holiday routing for phone calls
  • Includes features of All Plan
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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 FAQs

Freshdesk is Help Desk Software. Freshdesk offers the following functionalities:

  • Live Chat
  • Self Service Portal
  • Alerts (Escalation)
  • Automated Routing
  • Community Forums
  • Contract (SLA Management)
  • Knowledge Base
  • Known Issue Management
  • Surveys & Feedback
  • Ticket Management
  • Customizable Branding
  • Macros (Templated Responses)
  • Multi-Channel Communication
  • Social Media Integration
  • Incident Management

Learn more about Freshdesk features.

The pricing for Freshdesk starts at $19.0 per user per month. Freshdesk has 4 different plans:

  • Blossom at $19.0 per user per month.
  • Garden at $35.0 per user per month.
  • Estate at $65.0 per user per month.
  • Forest at $125.0 per user per month.
    • Freshdesk also offers a Free Plan with limited features.

      Learn more about Freshdesk pricing.

Yes, Freshdesk offers a free plan.

Learn more about Freshdesk pricing.

Yes, Freshdesk provides API.

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Freshdesk Reviews

OVERALL RATING
3.1
Based on 422 Rating(s)
Rating Distribution
  • 199
  • 51
  • 44
  • 128
  • 0
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Henrik Stougaard NielsenSource : trustpilot.com
(Reviewed on 28 November 2019)
Worst customer support I ever…

Worst customer support I ever experienced.

...more
Tanya KristiansenSource : trustpilot.com
(Reviewed on 28 November 2019)
Never ever start a free trial with…

Never ever start a free trial with Freshdesk. Even though I cancelled in writing their agent upgraded me and extended my "free" trial. Then I was charged for 3 months in a row even though I had cancelled by email before the trial ended, and before the trial was due to expire anyway without express renewal. I have send files, screenshots, written and talked on the phone with them and they refuse to refund my money. I never even used the service!

...more
Sean YoungSource : trustpilot.com
(Reviewed on 23 November 2019)
Service is highly unreliable

Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.

...more
renesolisSource : itunes.apple.com
(Reviewed on 06 November 2019)
University IT support platform 👏👏👏

Using since 2017 with Computer support IT for 450+, 8 buildings, thanks you.

...more
jorge pattersonSource : play.google.com
(Reviewed on 06 November 2019)

this is pretty good. do my job.

...more
Abbas AliSource : play.google.com
(Reviewed on 05 November 2019)

Good App from ticket creation...

...more
E M 007Source : play.google.com
(Reviewed on 03 November 2019)

Hi sir

...more
Bjorn76Source : itunes.apple.com
(Reviewed on 02 November 2019)
Out of control spam

Out of control russian spam. Even if turning off all the notifications in the app they still pile in every few seconds.

...more
Bro WolfSource : play.google.com
(Reviewed on 01 November 2019)

Best free helpdesk

...more
Gustavo2016Source : itunes.apple.com
(Reviewed on 01 November 2019)
Improving but still spam

Thank for continuing to improve the app but I’m still receiving spam tickets and users. I really wish there was an option to turn off / disable the help@#####.freshdesk.com since it’s not being used or whitelist addresses

...more
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Videos on Freshdesk

How to set up Feedback Widget in Freshdesk Mint
Webinar: Freshdesk Automations

Freshdesk Screenshots

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Multichannel helpdesk software Screenshot

Download white papers and ebooks on Freshdesk View All Downloads

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
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