Overall
4.3
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Freshdesk

Freshdesk Verified Reviews & Ratings

San Francisco, CA
Freshsales was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India. Intended to overcome the shortcomings...
2011
Year Founded
100%
Recommend It
8
User Reviews
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I’ve been using Freshdesk on and off…

I’ve been using Freshdesk on and off at various ventures over the past three years. I find that it is a great place to begin adding support for your services if you don’t already have support, as it is easy to set up and offers all the minimums you need to get rolling at their free tier. I found that is was great for handling between 0 – 250 requests per day with a few agents, however it got clunkier as we tried to scale this approach toward 500-1000 requests/day. The main issues that we ran into were UI complexity and constantly having to jump around to get things done – whether that was referencing a customer’s information in detail or jumping between conversations. It is also important to note that their embeddable support widgets are not the best looking, but their API makes up for it – I strongly recommend you write your own front-end components for this if you intend to operate at scale. Overall, Freshdesk offers a great starting place of you don’t have any support service in place and I think it will serve most small to medium companies perfectly.

I’ve been using Freshdesk on and off at various ventures over the past three years. I find that it is a great place to begin adding support for your services if you don’t already have support, as it is easy to set up and offers all the minimums you need to get rolling at their free tier. I found that is was great for handling between 0 – 250 requests per day with a few agents, however it got clunkier as we tried to scale this approach toward 500-1000 requests/day.

The main issues that we ran into were UI complexity and constantly having to jump around to get things done – whether that was referencing a customer’s information in detail or jumping between conversations. It is also important to note that their embeddable support widgets are not the best looking, but their API makes up for it – I strongly recommend you write your own front-end components for this if you intend to operate at scale.

Overall, Freshdesk offers a great starting place of you don’t have any support service in place and I think it will serve most small to medium companies perfectly.

Pros: None.
Cons: None.

I liked the fact that it integrated…

I liked the fact that it integrated with Pivotal Tracker so we were able to easily create PT stories from within the FD ticket. Support response was pretty good. The search function is not very good. We had a lot of difficulty finding old support cases when searching. The other thing was that sometimes the email didn’t flow very well, i.e. sometimes you could only forward and other times you could reply. Some times I wasn’t sure if I was forwarding the entire email chain or just that last piece in which case the person receiving the email would not have the full story. Also the reporting could use some improvements. Make sure you evaluate if the software will report on the metrics you need before purchasing a product.

I liked the fact that it integrated with Pivotal Tracker so we were able to easily create PT stories from within the FD ticket. Support response was pretty good.

The search function is not very good. We had a lot of difficulty finding old support cases when searching. The other thing was that sometimes the email didn’t flow very well, i.e. sometimes you could only forward and other times you could reply.

Some times I wasn’t sure if I was forwarding the entire email chain or just that last piece in which case the person receiving the email would not have the full story. Also the reporting could use some improvements.

Make sure you evaluate if the software will report on the metrics you need before purchasing a product.

Pros: None.
Cons: None.

This is a simple to use, yet robust…

This is a simple to use, yet robust helpdesk platform that we currently utilize in two different departments within my org (IT and Maintenance), to make ticket creation and management simple. I also use this as an example when other helpdesk vendors ask me what it would take to get my business if they can’t at least match the features and price, there’s no reason to have that discussion. We’re customers of both the free and paid version (two separate helpdesks in use), but the introduction of both within my organization have been overwhelmingly received as positive, and our maintenance department sings its praises almost daily. Pros: Simple, fast, robust, it’s got it all and then some. The per-agent license price is good if the free version doesn’t meet your needs, and the interface is incredibly simple for end users. I wish there was a little more ability to edit things like the ticket creation form, where I could put a line of text above a field to help explain what is needed (something like, “please be detailed in your description”, or “use your business email address”), but I expect that will be coming at some point.  

This is a simple to use, yet robust helpdesk platform that we currently utilize in two different departments within my org (IT and Maintenance), to make ticket creation and management simple.

I also use this as an example when other helpdesk vendors ask me what it would take to get my business if they can’t at least match the features and price, there’s no reason to have that discussion.

We’re customers of both the free and paid version (two separate helpdesks in use), but the introduction of both within my organization have been overwhelmingly received as positive, and our maintenance department sings its praises almost daily.

Pros: Simple, fast, robust, it’s got it all and then some. The per-agent license price is good if the free version doesn’t meet your needs, and the interface is incredibly simple for end users.

I wish there was a little more ability to edit things like the ticket creation form, where I could put a line of text above a field to help explain what is needed (something like, “please be detailed in your description”, or “use your business email address”), but I expect that will be coming at some point.

 

Pros: None.
Cons: None.

Freshdesk has done a great job of…

Freshdesk has done a great job of expanding its capabilities since I started using it over a year ago. You can tell the team behind it is passionate about making support suck less and is trying to create as many tools as they can as fast as possible to make our lives easier. They’ve added live chat, a mobile support sdk, and embedded widgets just recently and they’re not slowing down. I’ve dealt with their support as well and they’re fast to reply and really know how to solve problems. That said, they haven’t lost touch with what I came to them for, ticketing. Freshdesk handles tickets and support team access to those like pros. Canned responses, reminders, contact The UI of the admin interface is a bit dated and ugly, therefore the same with the customer portals. We don’t use the portals externally, though, so it’s not a huge issue for us. One issue I had due to lack of explanation within the software was that deleted contacts also block all incoming emails (auto archives) from those contacts without warning, so don’t delete any! Caused a lot of confusion for a half hour until we reached their support. This is a busy space. If you have a ticketing system that integrates into your CMS, CRM, marketing software etc. you may prefer that but I love Freskdesk. It’s priced well and lets our support agents easily handle a ton of tickets. We’re a consumer facing company with >1.7M users which means a LOT of tickets Freshdesk has never let us down. Also know that if you’re looking to move from zendesk these guys have an import button so you can transition easily.  

Freshdesk has done a great job of expanding its capabilities since I started using it over a year ago. You can tell the team behind it is passionate about making support suck less and is trying to create as many tools as they can as fast as possible to make our lives easier.

They’ve added live chat, a mobile support sdk, and embedded widgets just recently and they’re not slowing down. I’ve dealt with their support as well and they’re fast to reply and really know how to solve problems. That said, they haven’t lost touch with what I came to them for, ticketing. Freshdesk handles tickets and support team access to those like pros. Canned responses, reminders, contact

The UI of the admin interface is a bit dated and ugly, therefore the same with the customer portals. We don’t use the portals externally, though, so it’s not a huge issue for us. One issue I had due to lack of explanation within the software was that deleted contacts also block all incoming emails (auto archives) from those contacts without warning, so don’t delete any! Caused a lot of confusion for a half hour until we reached their support.

This is a busy space. If you have a ticketing system that integrates into your CMS, CRM, marketing software etc. you may prefer that but I love Freskdesk. It’s priced well and lets our support agents easily handle a ton of tickets. We’re a consumer facing company with >1.7M users which means a LOT of tickets Freshdesk has never let us down. Also know that if you’re looking to move from zendesk these guys have an import button so you can transition easily.

 

Pros: None.
Cons: None.

Absolutely love the ease and…

Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs. The platform pricing is a bit restrictive, it’s completely free for unlimited agents yet if you want to upgrade it becomes vastly more expensive. It streamlined our customer support management, aided in automation of support tickets and helps develop future plans for minimising issues.

Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs.

The platform pricing is a bit restrictive, it’s completely free for unlimited agents yet if you want to upgrade it becomes vastly more expensive.

It streamlined our customer support management, aided in automation of support tickets and helps develop future plans for minimising issues.

Pros: None.
Cons: None.
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Provider Overview

Freshsales was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India. Intended to overcome the shortcomings of a poor customer experience on account of a broken TV, Freshdesk seeks to provide tools for brands to communicate readily with customers and vice versa.

Shortly after its launch, Freshdesk won the Microsoft BizSpark Startup Challenge and celebrated its 100th customer. In the years since, the company has grown to over 800 employees globally. Its platform is used by over 80,000 business and organizations worldwide.

Freshdesk has won numerous rounds of investment and recently made acquisitions to strengthen its data integration ecosystem.

 

Freshdesk Pricing and Services

 

Intended Customers

Small to Midsize Businesses, Enterprises

Free Trial

30-Day Free Trial on Estate Plan

Features

  • Ticket Management
  • Multichannel Integration
  • Helpdesk Management
  • Customer Self-Service
  • Customer Relationship Management
  • Reporting & Analytics
  • Free & Paid Extension Marketplace
  • Security
  • Service & Support

Plans & Services

Freshdesk offers five subscription plans which can be billed monthly or annually.

The following chart indicates features included in out-of-the-box Freshdesk subscriptions. The add-ons listed can be obtained through the Freshdesk app marketplace in addition to others.

Sprout Blossom Garden Estate Forest
Pricing
Billed Annually Free (Unlimited Agents) $19/month $35/month $49/month $89/month
Billed Monthly Free (Unlimited Agents) $25/month $44/month $59/month $99/month
Ticket Management
Ticket Merging Yes Yes Yes Yes Yes
Ticket Splitting No Yes Yes Yes Yes
Custom Fields & Tags No Yes Yes Yes Yes
Custom Views & Group Views No Yes Yes Yes Yes
Macros Yes Yes Yes Yes Yes
Email Notifications Yes Yes Yes Yes Yes
Ticket Notes Yes Yes Yes Yes Yes
Automatic Ticket Refresh No No No Yes Yes
Agent Collision Detection No No No Yes Yes
Assume Agent Identity No Yes Yes Yes Yes
Multichannel Integration
Email Integration No Yes Yes Yes Yes
Facebook Integration Basic Yes Yes Yes Yes
Twitter Integration Basic Yes Yes Yes Yes
Web Widget Yes Yes Yes Yes Yes
Mobile App Yes Yes Yes Yes Yes
Call Integration Yes Yes Yes Yes Yes
CTI Toolkit & Integrations Add-On Add-On Add-On Add-On Add-On
Live Chat No No Yes Yes Yes
Helpdesk Management
Translated Agent Interface Add-On Add-On Add-On Add-On Add-On
Light Agents No 24-Hr Paid Pass 24-Hr Paid Pass 24-Hr Paid Pass 24-Hr Paid Pass
Triggers Ticket-Assignment Time Triggers Time Triggers Time Triggers Time Triggers
Workflows No Yes Yes Yes Yes
SLA Management Yes Yes Yes Yes Yes
Multiple SLA Policies No No No Yes Yes
Game Mechanics No Yes Yes Yes Yes
Customer Self-Service
Knowledge Base Yes Yes Yes Yes Yes
Community Forums No No Yes Yes Yes
Language Packs 1 Language 1 Language Multiple Languages Multiple Languages Multiple Languages
Branded Support Centers Templates & Custom Templates & Custom Templates & Custom Templates & Custom Templates & Custom
Multiple Unique Support Centers No No No Yes (Unlimited) Yes (Unlimited)
Customer Relationship Management
Contacts & Ticket History Yes Yes Yes Yes Yes
Custom Tags & Fields Yes Yes Yes Yes Yes
Customer Satisfaction Ratings No No No No No
Machine Learning CSAT Prediction No No No No No
Reporting & Analytics
Overview Dashboard Yes Yes Yes Yes Yes
Agent & Group Performance Yes Yes Yes Yes Yes
Customer Analysis No No No Yes Yes
Industry Comparison No No No No No
Custom Reports No No No No No
Export Reports Yes Yes Yes Yes Yes
Add-Ons & Extensions
Marketplace Yes Yes Yes Yes Yes
Developer API Yes Yes Yes Yes Yes
Security
SSL Encryption No No No Yes Yes
Single Sign On Yes Yes Yes Yes Yes
Two-Factor Authentication No No No No No
Whitelisting No No No No Yes
Sandbox Test Environment No No No No No
HIPAA Compliance No No No No No
Disaster Recovery No No No No No
Service & Support
Knowledge Base Yes Yes Yes Yes Yes
Community Forums Yes Yes Yes Yes Yes
Email Support 24×7 24×7 24×7 24×7 24×7
Phone Support 24×5 24×5 24×5 24×5 24×5
Chat Support No No No No No
Onboarding No No No No No
Service Level Guarantee No No No No No
Custom Implementation No No No No No

 

Editor’s Bottom Line of Freshdesk

 

Freshdesk was launched in 2011 to provide companies of any size a platform to deliver streamlined, consistent, personalized customer service. Despite some criticism to its resemblance to an established helpdesk solution brand, Freshdesk has grown to become a credible, capable helpdesk platform in its own right. In certain cases, it even exceeds the established platform to which it was compared. Some of Freshdesk’s current clientele include Honda, SolarCity, Unicef and Cisco; suffice to say, the platform has achieved a level of functionality suitable for very large organizations.

Yet at its core, Freshdesk remains a helpdesk solution for the everyman business (even as its pricing has grown closer to its traditional helpdesk rival). Freshdesk is intuitive, simplified, gamified and offers a free version with unlimited users. It’s probably the only helpdesk solution of its class that offers a free version, and while an argument can be made that free versions indirectly detract from the quality of service for paying customers, the presence of a free option lends credence to Freshdesk’s ethos of improving customer support regardless of company size or budget.

That being said, Freshdesk’s free option is nice but probably only adequate for a customer service department of a few agents handling a couple dozen requests. An ambitious company would likely outgrow that version and need to upgrade – which Freshdesk is happy to oblige – at which point they enjoy the platform’s ticket management tools, such as ticket merging and splitting, custom fields and tags, custom views, and the ability to assume an agent’s identity. Two of those features are notably absent from Freshdesk’s chief rival, and while workarounds for missing features are usually available through extensions in each platform’s respective marketplace, it’s nice to have them in the out-of-box software.

Freshdesk makes it very easy to integrate multiple channels; email accounts, social media accounts, the web widget can all be set up in a few clicks. The advanced Twitter integration (available in Blossom, the first paid plan) allow tickets to be created via direct message; users can be notified about brand mentions and can reply from within the helpdesk. In general, Freshdesk provides features at lower price points than its main competitors; SLA management and light agents, notably, although light agents must be purchased day passes (which are relatively cheap).

The platform is certainly easy to use, and its main dashboard – showing a ticket summary, activity feed, to do list, live chat activity and more – puts essential information at an agent’s fingertips. In addition, Freshdesk incorporates a more typical CRM feel – there’s a Customer page where users can import or export contacts, filter by tags, and by opening an individual customer or company profile, view contact details and their ticket history. Features and dashboards in Freshdesk ‘make sense’ where they are – there’s little onboarding required. Moreover, the built-in game mechanics, available starting with the Blossom plan, also incentivize the learning process for newbies.

There are some limitations in the platform. Freshdesk’s reporting capability remains somewhat superficial. Its marketplace of approximately 80 paid and free extensions include 11 reporting and analytics applications that extend aspects of Freshdesk’s reports; nonetheless, the lack of custom reports in any of their plans is a shortcoming. Moreover, when it comes to data security, Freshdesk seems comparatively lax alongside its more established peers. And when it comes to measuring or predicting customer satisfaction, Freshdesk’s capabilities are firmly status quo – they are not pushing the envelope when it comes to innovation.

All in all, Freshdesk offers a considerable degree of helpdesk performance – not to mention a high degree of individualized email and phone support, even for its free plan. The plan that really brings it into its own is the Estate plan, which you can test on a 30-day free trial. It’s a robust helpdesk solution with a visually-pleasant user interface and low barrier to entry for support agents, which means your department can hit the ground running shortly after adoption. While certain features come up short compared to more established rivals, if you don’t need those features, and prefer a friendlier price point, Freshdesk is a very worthwhile investment.

Screenshots
  • Freshdesk Customer Engagement Platform
    Freshdesk Customer Engagement Platform
  • Freshdesk Personalized Dashboard
    Freshdesk Personalized Dashboard
  • Freshdesk Apps Marketplace
    Freshdesk Apps Marketplace
  • Freshdesk Ticket Volume Trends
    Freshdesk Ticket Volume Trends
  • Freshdesk Ticketing Dashboard
    Freshdesk Ticketing Dashboard

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