Freshdesk

What is Freshdesk?

Freshdesk is a cloud-based customer service and help desk solution designed for companies to fulfill requests, automate ticket resolution, and improve customer service productivity. With a user-friendly website and omnichannel support, Freshdesk allows teams to capture and process requests via email, chat, phone, and social media in a single dashboard.

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Freshdesk dashboard. Source: Freshdesk free trial.

Freshdesk boasts various configurations, from an AI-powered chatbot, automated ticketing workflows, and a knowledge base with self-service options to analytics dashboards to empower intelligent support teams. All these make the responses quicker and allow companies to provide high-quality customer service with a smooth experience.

While evaluating Freshdesk, we were most impressed by its ease of use, the automated features, and the affordability, which is why it’s suitable for small businesses and large enterprises. Its users also compliment its quick installation and free-tier features, making it even feasible for enterprises willing to improve their customer support operations further.

Is Freshdesk legit?

Freshdesk is a trusted help desk and customer support platform businesses worldwide use to manage requests, automate workflows, and enhance customer satisfaction. Simplifying support operations, Freshdesk has grown as a widely adopted solution with seamless CRM, e-commerce, and productivity software integrations. With a focus on AI-driven automation, omnichannel support, and an intuitive interface, Freshdesk continues to evolve, allowing businesses of all sizes to automate customer service operations and minimize response time.

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How much does Freshdesk cost?

Freshdesk plans start at $0 per month for two users.

Starting price:

$0/month

Free trial:

14 days

Free version:

Available

What’s included in every Freshdesk plan?
All Freshdesk plans include fundamental customer support management tools and ticket resolution automation. Businesses can use email ticketing to handle customer requests in a streamlined way, while a shared inbox enables teams to collaborate on support requests smoothly. Threads and tasks structure conversations and assign follow-ups, keeping customer interactions streamlined.

In addition, Freshdesk also includes a knowledge base through which companies can set up self-service help desks with FAQs and articles to reduce ticket numbers. Out-of-the-box analytics and reporting offer rich data on support performance, allowing teams to track response times, resolution rates, and customer satisfaction.

Freshdesk analytics page. Source: Freshdesk free trial.

Which features does Freshdesk offer?

Other notable Freshdesk features

• Duplicate response detection
• Service level agreements
• Custom automation rules
• Field service management
• Time tracking and billing

What types of support does Freshdesk offer?

Book a demo Visit Freshdesk’s website

Freshdesk user review highlights

We analyzed 7,217 user reviews about Freshdesk from three third-party review websites to provide this summary.

Freshdesk is praised for its intuitive interface, easy installation, and automation, making it a perfect choice for teams requiring customer support effectiveness. Users highlight its fast ticketing, AI-powered answers, and multi-channel support, allowing businesses to process requests quickly through emails, chat, calls, and social media. Many users praise its workflow simplicity through automated ticket sorting, helpful knowledge base, and seamless integration with other resources. The platform’s security, scalability, and active customer service also earn top marks from customers.

However, some customers complain about pricing change issues, limitations in customization, and billing procedures. Some criticize that the reporting functionality of Freshdesk should be more mature, and data transfer from other systems may be restricted. Some long-term users also believe that recent price adjustments and reduced free plan options have impacted their experience. Against this backdrop, though, Freshdesk remains a reliable and feature-rich help desk software that most businesses use to run customer support efficiently.

• Ease of Setup – Freshdesk is praised for offering a quick and simple setup process that allows teams to access a working environment with minimal training. Some users appreciate the intuitive onboarding process, allowing it to quickly set up ticketing workflows, automation, and integrations without much technical knowledge.
• Ease of Use – The platform is known for having a straightforward interface and navigation that makes it user-friendly for newcomers and veterans. Automated ticket sorting, AI responses, and multi-channel support simplify everyday tasks.
• Features – Freshdesk possesses strong ticketing, automation, and analytics capabilities that help businesses manage customer requests. Its customers cite its major strengths as its chatbot feature, security, workflow automation, and platform support. They note, however, that the reporting feature may be less flexible, and there should be more integrations with third-party tools.
• Quality of Support – While Freshdesk customer support is often described as timely and professional, there have been delays in resolving issues and receiving assistance with billing or account concerns. Others like having 24/7 support but report that support agent interactions can sometimes be impersonal.
• Value for Money – Freshdesk is generally considered an inexpensive help desk software with solid free-tier functionality and scalable, flexible plans. However, Some users feel that recent price increases and changes to free and lower-tier plans have reduced its affordability, especially for small businesses. Others also express frustration about billing practices and contract renewal, recommending carefully reviewing pricing terms.

Freshdesk Contact Information

Parent Company:

Freshworks Inc.

Headquarters:

San Mateo, CA

Year Founded:

2010

Website:

freshworks.com/freshdesk/

Facebook:

facebook.com/freshdesk/

Twitter (X):

x.com/freshdesk

LinkedIn:

linkedin.com/products/freshworks-inc-freshdesk/

YouTube:

youtube.com/user/freshdesk

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