Home/Help Desk Software/Freshdesk
Updated on: August 9, 2020
What is Freshdesk ?
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98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Freshdesk

Redefining your customer support
(324 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, California / +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

Features

  • Email & Social Ticketing
  • Ticket Dispatch
  • Knowledge Base
  • Ticket Trend Report
  • Datacenter Location
  • 24 x 7 email support
  • 24 x 5 phone support

Add-Ons

  • Freddy Ultimate: $75/agent/month + $500 for 5000Freddy sessions/month
    • Auto Triage for Custom Fields
    • RoboAssist (RPA Connectors)*
    • Assist Bot
    • Canned Response Suggester
    • Analytics
  • Freddy Self-service: $500 for 5000Freddy sessions/month
    • Chatbot Builder
    • API Connectors
    • Intent Detection
    • Rich media interactions
    • Custom CSS & JS
    • Custom Parameters
    • WhatsApp Integration
    • Facebook Messenger Integration
    • Multilingual Bots
    • Analytics
    • Bot Activities
    • Agent Handover
  • Field Service Management: $29/field employee/month
    • Scheduling Dashboard
    • Time Tracking
    • Map View
    • Offline Availability
    • iOS and Android Apps
    • Analytics

Blossom
$15 /User/Month
Billed Yearly

$15 per agent per month billed annually

$19 per agent per month billed monthly

Features

  • Includes features of Sprout plan, plus
  • Automations
  • Collision Detection
  • Marketplace Apps
  • Helpdesk Report
  • SLA Management
  • Business Hours
  • Includes Add-Ons
  • 24 x 7 email support
  • 24 x 5 phone support
Garden
$35 /User/Month
Billed Yearly

$35 per agent per month billed annually

$45 per agent per month billed monthly

Features

  • Includes features of Blossom plan, plus
  • Time Tracking
  • CSAT Surveys
  • Performance Reports
  • Multilingual Knowledge Base
  • Custom Apps
  • Includes Add-Ons
  • 24 x 7 email support
  • 24 x 5 phone support
Estate
$49 /User/Month
Billed Yearly

$49 per agent per month billed annually

$69 per agent per month billed monthly

Features

  • Includes features of Garden plan, plus
  • Round-robin Routing
  • Custom Roles
  • Portal Rebrand
  • Custom Reports and Dashboards
  • Customer Segments
  • Versioning in Knowledge Base
  • Multiple Products
  • Dynamic Ticket Forms
  • Includes Add-Ons
  • 24 x 7 email support
  • 24 x 5 phone support
Forest
$99 /User/Month
Billed Yearly

$99 per agent per month billed annually

$125 per agent per month billed monthly

Features

  • Includes features of Estate plan, plus
  • Skill-based Routing
  • Sandbox
  • Audit Log
  • Knowledge Base Approval Workflow
  • Agent Shifts (Beta)
  • IP Whitelisting
  • Agent Scripts (Freddy)
  • Email Bot (Freddy)
  • Auto-triage (Freddy)
  • Article Suggester (Freddy)
  • HIPAA Compliance
  • Includes Add-Ons
  • 24 x 7 email support
  • 24 x 5 phone support
Estate Omnichannel
$79 /User/Month
Billed Yearly

$79 per agent per month billed yearly

$99 per agent per month billed monthly

Features

  • Everything in Estate of Freshdesk, Freshchat, Freshcaller and more
  • Email, Social, Chat, Phone Channels
  • Messaging (Add-On)
  • Omnichannel Customer Timeline
  • Roles and Permissions
  • Custom Reports
  • Co-browsing
  • Multilingual Support
  • 24 x 7 email support
  • 24 x 5 phone support
Forest Omnichannel
$139 /User/Month
Billed Yearly

$139 per agent per month billed yearly

$169 per agent per month billed monthly

Features

  • Everything in Estate of Freshdesk, Freshchat, Freshcaller and more
  • Agent Scripts (Freddy)
  • Email Bot (Freddy)
  • Auto-triage (Freddy)
  • Omniroute™
  • Chatbots (Freddy)
  • Voicebot (Freddy)
  • Speech-enabled IVR (Freddy)
  • Abandoned Call Metrics
  • IP Whitelisting
  • Includes 5000 Freddy sessions/month (Freddy)
  • 24 x 7 email support
  • 24 x 5 phone support
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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 $19.00 per user per month. Freshdesk has 6 different plans:

  • Blossom at $19.00 per user per month.
  • Garden at $45.00 per user per month.
  • Estate at $69.00 per user per month.
  • Estate Omnichannel at $99.00 per user per month.
  • Forest at $125.00 per user per month.
  • Forest Omnichannel at $169.00 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.

Ask the Community View Community

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Freshdesk Reviews

OVERALL RATING
4.2
Based on 324 Rating(s)
Rating Distribution
  • 269
  • 19
  • 8
  • 27
  • 1
SHARE YOUR EXPERIENCE Write a Review
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Brittany SchwarzSource : trustradius.com
(Reviewed on 23 April 2020)
Easy communication for clients and employees!!

Use Cases and Deployment Scope

Every department uses Freshdesk - we have different groups and within them are the different representatives within those departments. We use this to allow customers to create tickets, and we are able to move and assign them between departments easily. We can communicate to clients and internally within each ticket. You can attach files and track work flow transitions.

Pros and Cons

  • Assign to different individuals internally.
  • Add multiple recipients to receive tickets.
  • Track work flow.
  • Communicate client facing and internally.
Edit
  • Search on a broad spectrum.
  • Allow upload images other than attachments.
  • View content within the email.

Likelihood to Recommend

Perfect scenario is communicating with more than one client within a ticket - multiple clients can receive the same response and can relay their feedback directly. You can view closed and resolved tickets for future reference. You have dates shown to have tasks completed by to ensure nothing is overlooked.
Read Brittany Schwarz's full review

...more
Fazl ASource : g2crowd.com
(Reviewed on 03 February 2020)
"FreshDesk"

What do you like best?

It is easy to use, we can create canned responses and add those responses with shortcuts faster and we can automate actions against spam and track SLA for tickets and communicate easily with clients.

What do you dislike?

there are some issues when using freshdesk on mobile and we are unable to perform actions against tickets we receive when we are away from PC and want to respond to a ticket.

Recommendations to others considering the product:

it is easy to use, you can create E-Guides, provide technical support, manage tickets, respond to tickets, track SLA.

What problems are you solving with the product? What benefits have you realized?

Creating E-Guides, providing technical support, managing tickets, responding to tickets, tracking SLA.

...more
Administrator in RetailSource : g2crowd.com
(Reviewed on 31 January 2020)
"Best ticketing solution"

What do you like best?

Good price, amazing support, easy to use

What do you dislike?

Maybe a little complicated to set up with 0 prior experience

Recommendations to others considering the product:

Go for it. This was the best possible thing we did for our customer service teams. Provides an all-round solution to everything imaginable.

What problems are you solving with the product? What benefits have you realized?

We use Freshdesk as our main Customer Service portal, and live chat

...more
Elias HSource : g2crowd.com
(Reviewed on 31 January 2020)
"Intuitive interface, great customer care"

What do you like best?

The simplicity of the platform and the good support from FD team

What do you dislike?

so far everything works great. can't say I dislike anything.

Recommendations to others considering the product:

I recommend Freshdesk for the simplicity, specially for small companies. You don't have to be an expert in order to set an account and integrate multi emails, with action triggers etc.

Also, their support is great, anything that you don't understand they will fix it for you and explain it to you immediately via email.

What problems are you solving with the product? What benefits have you realized?

I manage all the interactions between clients and our support team, mixing different sources / channels in one main dashboard.

...more
Verified UserSource : trustradius.com
(Reviewed on 30 January 2020)
Freshdesk, the dark horse in the Help Desk world!

Use Cases and Deployment Scope

Freshdesk is being used by our organization mainly for the knowledge base. It addresses many problems for both the customer and internally for FAQS, how-to's, customer service and technical info.

Pros and Cons

  • Easy to use and friendly user interface.
  • They offer a free forever plan that they promise to keep forever. It's a great way to start and upgrade as you grow.
Edit
  • Allowing more tweaks and refinements to the customer size of the knowledge base portal.
  • More customization for the theme of the help portal.

Likelihood to Recommend

Great for all sizes of companies including startups, small businesses and larger enterprise companies because of their different tier plans that are designed to fit the needs of all levels of customers.
Read this authenticated review

...more
Trish YSource : g2crowd.com
(Reviewed on 28 January 2020)
"Excellent company"

What do you like best?

Excellent helpdesk software, which has transformed how we are able to operate our business. Fantastic support whenever you need it, they respond very fast to any issues to bottom them out when you report them. If you are in need of this type of system, then I highly recommend it to anyone.

What do you dislike?

Not a lot to dislike, it all works as it should.

What problems are you solving with the product? What benefits have you realized?

We use it as a request from a client to book a service

...more
Administrator in Medical PracticeSource : g2crowd.com
(Reviewed on 27 January 2020)
"Best support in the biz"

What do you like best?

Even though Freshdesk helps me support my customers, it's their customer service that keeps me using the service. I can get immediate help that is knowledgeable and personable. I don't feel like I'm talking to a machine. I like the chat feature with emojis. I'm a one-man (woman) help desk and without their support, I wouldn't have been able to set up my metrics and parameters without their real-time assistance.

What do you dislike?

Sometimes it can be difficult to find answers on my own. After a few attempts, if I contact their live support, they help me within a few minutes. Because there are FAQs, I can often do it myself but if I can't, I still get the help I need.

Recommendations to others considering the product:

My best recommendation to others is to look at everything they have to offer. They are experts in their field and have thought of everything. They are always coming out with new features, so be sure to find out if they will work for you.

What problems are you solving with the product? What benefits have you realized?

I have customers that need help with our proprietary software. When they put in a ticket for help, I get an immediate email notifying me of the ticket. I get a notification on my phone's Freshdesk app, AND I get a notification that goes to my smart watch. I've had my quarterly first response time down to 8 minutes. I was able to present these metrics to my CEO; after which he presented with the annual Sewell Customer Service award at our Christmas party. I couldn't have gotten that without Freshdesk's amazing help desk software and their automated metrics. I can't brag about Freshdesk enough.

...more
Administrator in Information Technology and ServicesSource : g2crowd.com
(Reviewed on 27 January 2020)
"Excellent Tool"

What do you like best?

Integration with Google, and the Knoweledge Base

What do you dislike?

Sometimes the Android APP is not updated with the web app

What problems are you solving with the product? What benefits have you realized?

We have organized the Users Requests flow and the statistics that some organizations Ask us to have about their users using our services

...more
AntheaSource : trustpilot.com
(Reviewed on 27 January 2020)
The free version is awesome!

I'm still on the free "sprout" version, but it's good enough that when our needs grow I'm pretty sure we'll upgrade! It was easy to start generating tickets, and there's lots of features we haven't scratched the surface of yet. Their support team is responsive and helpful, too!

...more
John SSource : g2crowd.com
(Reviewed on 20 January 2020)
"Freshdesk rocks"

What do you like best?

That we organized all our support and now we have a powerful tool

What do you dislike?

Nothing till now (1 year and 1 month in use)

What problems are you solving with the product? What benefits have you realized?

Our clients are sites and we monetize their inventory. We solve all the technical issues with our Support team

...more
Read All Reviews

Videos on Freshdesk

How to set up Feedback Widget in Freshdesk Mint
How to set up Feedback Widget in Freshdesk Mint
Webinar: Freshdesk Automations
Multilingual knowledge base setup | Freshdesk
Field Service Management demo | Freshdesk

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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...
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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...
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Customers

Kern High School District
Westcon-Comstor
Roseville Joint Union High School District