Home/Help Desk Software/Freshdesk
Updated on: August 19, 2022
Freshdesk - Help Desk Software
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95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Freshdesk

Official Website Redefining your customer support
(5,374 Ratings) Write Review

What is Freshdesk and how does it work?

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 Awards

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
Free
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. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions
Growth
$15 /User/Month
Billed Yearly

For fast growth

Features

  • Includes features of Free plan, plus
  • Automations
  • Collision Detection
  • Marketplace Apps
  • Helpdesk Report
  • SLA & Business hour
  • Custom email server
  • Custom ticket views
  • Ticket Fields & Status
  • Custom SSL
  • Customer Fields
  • Time sheet summary report
  • Time tracking

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions

2. Field Service Management : $15 per Field Employee per Month

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

For high performance

Features

  • Includes features of Growth plan, plus
  • Round-robin Routing
  • Custom Roles
  • Custom Reports and Dashboards
  • Customer Segments
  • Versions in Knowledge Base
  • Multiple Products (up to 5)
  • Includes up to 5000 Collaborators
  • Extendable API limits
  • CSAT survey and reports
  • Multiple SLA & Business hours
  • SLA reminder and escalation
  • Multilingual knowledge base
  • Custom apps
  • Includes features of Add-ons
Enterprise
$79 /User/Month
Billed Yearly

For Enterprise-grade support

Features

  • Includes features of Pro plan, plus
  • Skill-based Routing
  • Sandbox
  • Audit Log
  • Knowledge Base Approval Workflow
  • Agent Shifts
  • IP Range Restriction
  • Email Bot (Freddy)
  • Includes 5000 bot sessions/month
  • Assist Bot (Freddy)
  • Auto-triage (Freddy)
  • Article Suggester (Freddy)
  • Robo Assist (Freddy)
  • Canned Response Suggester (Freddy)
  • Multiple products (Unlimited)
  • Social signals
  • Includes features of Add-ons
Growth Omnichannel
$29 /User/Month
Billed Yearly

For fast growth

Features

  • Includes features of Growth of Freshdesk Support Desk, Messaging, and Contact Center
  • Email, Social, Messaging, Telephony channels
  • Includes up to 2000 bot sessions/month (Freddy)
  • Includes up to 2000 incoming minutes/month
  • Chatbot builder
  • Chatbot Analytics
  • Messaging Topics
  • Contact Management
  • Custom Inbox views
  • SLA and Business hours
  • Marketplace apps
  • Automations
  • Data Center location
  • Ticket, Conversation, and call reports
  • Omnichannel dashboard
  • Time sheet summary report
  • Time tracking
  • Includes features of Add-ons
Pro Omnichannel
$59 /User/Month
Billed Yearly

For high performance

Features

  • Includes features of Pro plan of Freshdesk Support Desk, Messaging, Contact Center and more.
  • Whatsapp Business
  • Apple Business Chat
  • Omnichannel Customer Timeline
  • Omnichannel Knowledge base
  • Roles and Permissions
  • Custom Reports
  • Co-browsing
  • Multilingual Support
  • Includes 3000 local incoming min/month
  • Includes up to 3000 bot sessions/month (Freddy)
  • Includes up to 5000 Collaborators
  • Extendable API limits
  • Custom Apps
  • Holiday routing
  • Advanced call management
  • Agent availability report
  • CSAT survey & report
Enterprise Omnichannel
$99 /User/Month
Billed Yearly

Perfect for enterprises

Features

  • Includes features of Enterprise plan of Freshdesk Support Desk, Messaging, Contact Center and more
  • Omniroute
  • IP Range Restriction
  • Email Bot (Freddy)
  • Voicebot (Freddy)
  • Speech-enabled IVR (Freddy)
  • Includes up to 5000 bot sessions/month (Freddy)
  • Includes 5000 local incoming min/month
  • Abandoned Call Metrics
  • Assist Bot (Freddy)
  • Auto-triage (Freddy)
  • Robo Assist
  • Canned Response Suggester
  • Article Suggester (Freddy)
  • Social signals
  • User authentication (JWT)
  • Service level monitoring
  • Includes features of Add-ons
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Disclaimer: The pricing details were last updated on 10/01/2022 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

OVERALL RATING
4
Based on 5,374 Rating(s)
Rating Distribution
  • 63.5 %
  • 29.4 %
  • 3.9 %
  • 1.2 %
  • 2.5 %
SHARE YOUR EXPERIENCE Write a Review
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

Freshdesk Screenshots

Tickets
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Salesforce Integration
Tickets
Tickets
Partial Search
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Salesforce Integration

Freshdesk FAQs

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

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

Learn more about Freshdesk features.

Yes, Freshdesk provides API.

Articles on 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...
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
Kern High School District
Westcon-Comstor
Westcon-Comstor
Roseville Joint Union High School District
Roseville Joint Union High School District
Bridgestone
Bridgestone
Hamleys
Hamleys
Pearson
Pearson
Lesley University
Lesley University
Teleresult
Teleresult
Feefo
Feefo
Pharmaeasy
Pharmaeasy
dineout
dineout
Socar
Socar
PhonePe
PhonePe
Happay
Happay
Deskforce
Deskforce
Kovai.co
Kovai.co
Posti
Posti
ShipTime
ShipTime
Hindawi
Hindawi
Tervis
Tervis

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Disclaimer

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