Home/Help Desk Software/Freshdesk
Updated on: August 4, 2021
What is Freshdesk ?
Freshdesk - Help Desk Software
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97% 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
(5,038 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 Features Show All Features

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

For getting started

Features

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

Add-ons

1. Freddy Self-service: $100 for 1000 Freddy sessions per 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
Blossom
$15 /User/Month
Billed Yearly

For standard support

Features

  • Includes features of Sprout plan, plus
  • Automations
  • Collision Detection
  • Marketplace Apps
  • Helpdesk Report
  • SLA Management
  • Business Hours
  • 24 x 7 email support
  • 24 x 5 phone support

Add-ons

1. Freddy Self-service: $100 for 1000 Freddy sessions per 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

2. Field Service Management: $29 per Field employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Garden
$35 /User/Month
Billed Yearly

For getting efficient

Features

  • Includes features of Blossom plan, plus
  • Time Tracking
  • CSAT Surveys
  • Performance Reports
  • Multilingual Knowledge Base
  • Custom Apps
  • 24 x 7 email support
  • 24 x 5 phone support

Add-ons

1. Freddy Self-service: $100 for 1000 Freddy sessions per 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

2. Field Service Management: $29 per Field employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Estate
$49 /User/Month
Billed Yearly

For stellar performance

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
  • 24 x 7 email support
  • 24 x 5 phone support

Add-ons

1. Freddy Self-service: $100 for 1000 Freddy sessions per 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

2. Field Service Management: $29 per Field employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Forest
$99 /User/Month
Billed Yearly

Perfect for enterprises

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
  • 24 x 7 email support
  • 24 x 5 phone support

Add-ons

1. Freddy Ultimate : $75 per Agent per Month + $500 for 5000 Freddy sessions per Month

  • Auto Triage for Custom Fields
  • RoboAssist (RPA Connectors)
  • Assist Bot
  • Canned Response Suggester
  • Analytics

2. Freddy Self-service: $100 for 1000 Freddy sessions per 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

3. Field Service Management: $29 per Field employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Estate Omnichannel
$79 /User/Month
Billed Yearly

For stellar performance

Features

  • Includes features of Estate plan 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
  • Includes 3000 local incoming min/month
  • 24 x 7 email support
  • 24 x 5 phone support

Add-ons

1. Freddy Self-service: $100 for 1000 Freddy sessions per 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

2. Field Service Management: $29 per Field employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Forest Omnichannel
$139 /User/Month
Billed Yearly

Perfect for enterprises

Features

  • Includes features of Forest plan 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)
  • Includes 5000 local incoming min/month
  • 24 x 7 email support
  • 24 x 5 phone support

Add-Ons

1. Freddy Ultimate : $75 per Agent per Month + $500 for 5000 Freddy sessions per Month

  • Auto Triage for Custom Fields
  • RoboAssist (RPA Connectors)
  • Assist Bot
  • Canned Response Suggester
  • Analytics

2. Freddy Self-service: $100 for 1000 Freddy sessions per 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

3. Field Service Management: $29 per Field employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
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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.

Learn more about Freshdesk pricing.

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.

Yes, Freshdesk provides API.

Ask the Community View Community

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Freshdesk Reviews

OVERALL RATING
4.2
Based on 5,038 Rating(s)
Rating Distribution
  • 62.9 %
  • 29.8 %
  • 4.1 %
  • 1.1 %
  • 2.1 %
SHARE YOUR EXPERIENCE Write a Review
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GarySource : trustpilot.com
(Reviewed on 30 April 2021)
Very good product

Fantastic product that has really helped us to work collaboratively on replying to customer emails.Support has been prompt and detailed via email so happy about that also.

...more
Shivam SSource : g2crowd.com
(Reviewed on 25 November 2020)
"FreshDesk is one of the best platform that I have ever used."

What do you like best?

The best thing about the freshdesk was it's consistency, whether you are getting bulk of loads on the same platform for the queries. It was the easiest way to response on the multiple tickets instantly.

What do you dislike?

The one thing I dislike about freshdesk was it's UI was not user friendly. Sometimes it's bit difficult to work on it by finding previous solutions. Otherwise it is one of the best platform to start working on it without any trouble.

Recommendations to others considering the product:

It is one of the best platforms in order to work on multiple resolutions.

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

We are basically providing resolutions to the customers for the queries that they have raised.For each and every responses customer do have the option to give the feedback for the conversation.

...more
Vishal RSource : g2crowd.com
(Reviewed on 06 November 2020)
"easy to use for recording service queries"

What do you like best?

1) easily integration with simple user interface and very organizable.

2) love the features and how it is designed.

3) Easy to use.

What do you dislike?

nothing as such can be said which is disliked but sometimes the app is very slow while opening.

Recommendations to others considering the product:

1) Best for SAAS PLATFORMS.

2) EASY TO USE

3) BEST FOR PEOPLE IN SERVICE INDUSTRY

4) BEST FOR TEAMS WITH HIGH CAPACITY

5) COST EFFECTIVE

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

My company and i are able to see the tickets raised on time, the tat time for solving the customer queries is resolved and a proper visibility and transparency.

...more
Gary TSource : g2crowd.com
(Reviewed on 05 November 2020)
"A product and company that WOWs!"

What do you like best?

Product:

- Easy to configure

- Nice to use

- Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive

Service:

- The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!

What do you dislike?

Options for data dumps is limited. I would like to see more a greater range of timescale options, and other criteria. I would also like to be able to export to an email address not associated to an Agent

Recommendations to others considering the product:

I would recommend embracing the "vanilla" (standard) configuration of Freshdesk, rather than bending it to fit your old system processes. Not because Freshdesk is inflexible in anyway, because it is very flexible, but because the out-the-box set up is just so very good, and works so well, I fell you would be foolish to not adopt the Freshdesk way.

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

Previously we could not auto-triage inbound customer enquiries, now we can. This saves time and means effective prioritisation that improves the end customer experience. Also prior to Freshdesk, our customers could not track their own tickets. Now they can.

...more
Johnty AndersenSource : trustpilot.com
(Reviewed on 04 November 2020)
Brilliant Support and Fast to Sort Things Out

Brilliant Support. We needed to install an SSL on our help desk and it was all sorted in no time. We 100% recommend them.

...more
William CasaleSource : trustpilot.com
(Reviewed on 15 October 2020)
Has all the right tools but they never…

Has all the right tools but they never work

...more
Anup Kumar BSource : g2crowd.com
(Reviewed on 30 September 2020)
"Fresh Desk User Interface"

What do you like best?

The filter feature of the freshdesk is the best. Gives you so many option to filter your emails from the bulk received so that you can prioritize your responses.

What do you dislike?

The going back feature is very irritating. Every time you have to go back to an email you have to go all the way back.

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

Responding to customers, giving canned responses, looping concerned people in freshdesk. It keeps people related to the problem in touch with the email and its progress.

...more
Jesper SSource : g2crowd.com
(Reviewed on 08 September 2020)
"Easy and reliable Service Desk"

What do you like best?

An easy user interface and the easy-to-understand reports

What do you dislike?

The possibility to modify how mails are being auto answered is not dynamic enough

Recommendations to others considering the product:

Make an accurate plan and make sure responsibilities are clear.

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

Technical it-problems (SW)

...more
Administrator in Non-Profit Organization ManagementSource : g2crowd.com
(Reviewed on 28 August 2020)
"Very solid and does what we need effectively"

What do you like best?

Frehdesk is intuitive and packs a ton of value into their product

What do you dislike?

Not much. We honestly can’t complain about anything.

Recommendations to others considering the product:

This is a great product that offers robust customer service solutions at an affordable price.

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

Customer service inquires, membership issues, and general inquiries

...more
Emma CSource : g2crowd.com
(Reviewed on 24 August 2020)
"Excellent software for organisation and transparency for customers"

What do you like best?

The ability to streamline work orders - automate assignment to the relevant staff member - and collaborate and pass off projects to coworkers. Meet SLA's and report on time/internal billing as well as productivity

What do you dislike?

Nothing - it's a really easy system to use

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

We use Freshdesk as an internal portal for managers and staff to request marketing collateral and materials - using solutions for templates etc and standard answers. We can now track all jobs, hours spent on them, and other categories

...more
Read All Reviews

Videos on Freshdesk

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

Freshdesk Screenshots

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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...
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

Customers

Kern High School District
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Roseville Joint Union High School District
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Hamleys
Pearson
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Teleresult
Feefo
Pharmaeasy
dineout
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Disclaimer

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