Freshdesk
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Freshdesk
By Freshworks
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4.4 out of 5 stars
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Freshdesk Reviews & Product Details - Page 12

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Freshdesk Overview

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What is Freshdesk?

Freshdesk (a product of Freshworks Inc.) helps businesses delight their customers effortlessly with modern and intuitive software for customer support. Freshdesk converts requests coming in via email, web, phone, chat, messaging, and social into tickets, and unifies ticket resolution across channels. Additionally, strong automation and AI capabilities like automating ticket assignment, prioritizing tickets, agent assist, and even sending out canned responses, help streamline the support process. Freshdesk also enhances team collaboration, integrates with a range of third-party tools, offers predictive support capabilities, and field service management. The reporting and analytics features provide insights needed to grow the business.

Freshdesk Details
Product Website
Discussions
Freshdesk Community
Languages Supported
Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)
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Product Description

Freshdesk is a cloud-based helpdesk software that streamlines customer conversations across multiple channels including email & phone. It enables faster collaboration with your support team for quick responses to your customer. With 150+ integrations, we make it simple for businesses to provide superior customer support. We are trusted by 100,000+ companies across different industries.

How do you position yourself against your competitors?

Freshdesk has been at the forefront of innovating customer engagement for over a decade.
Our products by design have helped over 60,000 companies across the globe provide exceptional customer service. Freshdesk offers a unique blend of features required for businesses of all sizes, across industries to seamlessly deliver exceptional customer service. The rich features including multi-channel ticketing, intuitive customer portals, native AI enhanced with GPT, workflow automations, effortless collaboration, advanced agent routing, advanced reporting and analytics, field service management, and a rich knowledge base help you provide highly personalized support to your customers. Freshdesk is highly extensible, with access to over 1500 marketplace apps that solve critical business problems.

Seller Details
Seller
Freshworks
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
18,851 Twitter followers
LinkedIn® Page
www.linkedin.com
8,591 employees on LinkedIn®
Ownership
NASDAQ: FRSH
Phone
+1 (866) 832-3090
Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software-as-a-service that’s affordable, quick to implement, and designed for the end-user. Unlike legacy software, Freshworks builds tech that works for everyone, making it easy for IT, customer service, sales, marketers, and HR to do their job and delight their customers. More than 50,000 companies use Freshworks’ SaaS to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Hitesh P.
HP
Overview Provided by:
Hitesh Patiyal

Recent Freshdesk Reviews

Theerthana C.
TC
Theerthana C.Mid-Market (51-1000 emp.)
5.0 out of 5
"CRM tool - One tool All soultion"
user friendly and its makes all the our life easy. where it it has many source portals also
Read more
Tousif T.
TT
Tousif T.Enterprise (> 1000 emp.)
5.0 out of 5
"5star Experience"
Easy access to daily, weekly, monthly reports and databases through this I am able to track the performances of the agents which help me to pull ou...
Read more
Sharon S.
SS
Sharon S.Mid-Market (51-1000 emp.)
5.0 out of 5
"Good"
Excellent and easy to find all the required details
Read more

Freshdesk Pricing

FREE
$0.00
Per Month
Growth
$15.00
Per Month
Pro
$49.00
Enterprise
$79.00
Per Month
See all 4 Freshdesk pricing levels
Security Badge
Freshdesk Security
Get security information from Freshdesk to help you buy the right software. View Security Information
Freshdesk security information includes:
GDPR (General Data Protection Regulation)
SOC 2 (System and Organization Controls 2)
HIPAA (Health Insurance Portability and Accountability Act)
PCI DSS (Payment Card Industry Data Security Standard)
ISO 27001 (International Organization for Standardization)
CSA (Cloud Security Alliance)
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CSA (Cloud Security Alliance)

Freshdesk Media

Freshdesk Demo - Handle Any & Every Customer Issue With Ease
Get everything you need to quickly resolve small issues, or effectively manage complex resolutions that span different teams and time.
Freshdesk Demo - Conversation Made Easy With Built-in-Telephony
Make it easy for your agents to provide exceptional service on voice with an intuitive, all-in-one contact center solution.
Freshdesk Demo - Accelerate Customer Growth & Retention
Provide full visibility into customer health metrics with proactive workflows for onboarding, renewals, and more.
Freshdesk Demo - Measure And Improve Efficiency
Provide full visibility into customer health metrics with proactive workflows for onboarding, renewals, and more.
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Video Reviews

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Feature-rich applications and unparalleled customer service
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3,501 Freshdesk Reviews

4.4 out of 5
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3,501 Freshdesk Reviews
4.4 out of 5
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Freshdesk Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for FreshdeskQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Indrajeet G.
IG
Senior customer complaint management officer
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Freshdesk?

we are feeling good to work with freshdesk and manage our employee works. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Nothing to say anything all are good as of now Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

its helps to track created Ticket date and last conversation on the basis of that we can set our target how can we resolve customer query As soon as possible . Review collected by and hosted on G2.com.

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Verified User in Public Relations and Communications
AP
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

I love how easy FreshDesk is to learn, and to use. My team has seen great success in introducing this helpdesk to our organizatiion. Since implimentation, we have been able to reduce overall customer wait times and follow up with our team as needed. Having the ability to view overdue items at a glance is extrodinary! No more loosing emails in an inbox when someone takes vacation! Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

The analytics at times can be hard to understand, I will ocassionally see data for closed items depsite having the filters set accordingly. Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

FreshDesk solved out problem of loosing emails in an inbox when someone took PTO. Review collected by and hosted on G2.com.

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Anuj S.
AS
Manager
Wholesale
Small-Business(50 or fewer emp.)
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Verified Current User
Review source: G2 invite
Incentivized Review
Products used within Freshworks: Freshdesk
What do you like best about Freshworks?

It is easy to use and subscription can be used for a different user easily. Review collected by and hosted on G2.com.

What do you dislike about Freshworks?

It looks old now if we compare with new tools available. Review collected by and hosted on G2.com.

What problems is Freshworks solving and how is that benefiting you?

It identifies the tickets and align as per the labels which help us to short the type of tickets Review collected by and hosted on G2.com.

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Verified User in Consumer Goods
AC
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

Freddy AI which is a new service being added. Its a biggest solution ever to the front line agents. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

The fixed properties, we cannot customise much. Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

Through freshdesk we keep a track of all tickets coming through our app - it helps us to know the customer app journey.

It also tells us the trend of issues customer s are facing which we track monthly to understand the issues. Review collected by and hosted on G2.com.

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CW
Customer Care Manager
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

The constant available help and ease of use.

Freddy and his amazing capabilities. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

For more advanced use cases, you do need some coding knowledge BUT Freshworks is always there to help you Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

We are a complicated business and we have built multiple portals for internal use, these required a lot of coding for specific use cases and Freshdesk has helped us get these rules and automations up and running especially when we had some problems. Review collected by and hosted on G2.com.

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Verified User in Information Technology and Services
AI
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Freshdesk?

Very user-friendly interface. Handles tickets from multiple platforms in one place. Saves time with workflows, auto-assignments, and responses.Affordable plans. Very good customer support. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Lack of advanced features and certain features require additional payment and the mobile is less functional when compared to the web version. Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

Freshdesk heping us to organize all cusotmer queries in one place. Provides FAQ section which helps the customers to solve their problem om their own. It shows really good reports to monitor how well my team us performing. Review collected by and hosted on G2.com.

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RS
Assistant Manager
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

A detailed review tool for enhancing customer support and bringing smooth experience between the customer and the organisation. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

There is a lot of time consuming observed while refreshing. Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

We use Freshdesk as the customer engagement platform where the customers describe their queries and feedback of our product through freshdesk and we can identify their queries through complaint tye and ops issue Review collected by and hosted on G2.com.

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Nitish kumar S.
NS
Data Analyst
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
Products used within Freshworks: Freshdesk
What do you like best about Freshworks?

Freshworks is user-friendly and easy to use, with very few server issues. Review collected by and hosted on G2.com.

What do you dislike about Freshworks?

Currently, I do not have any negative experiences to share. Review collected by and hosted on G2.com.

What problems is Freshworks solving and how is that benefiting you?

Freshworks solves problems in customer support and team collaboration by providing integrated, automated tools.

It helps in enhancing efficiency, improving customer satisfaction, and streamlining business operations for better productivity. Review collected by and hosted on G2.com.

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Tousif T.
TT
Quality Analyst
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Freshdesk?

Easy access to daily, weekly, monthly reports and databases through this I am able to track the performances of the agents which help me to pull out agents who are lacking Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Ticketing system needs to be automated as the agent and ame manually checking the tickets which resembles the same so could have merge automatically into one so it will save time Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

Freshdesk caputures the inputs added by the agents in the ticketng system which also benefiting us to track their daily performance and was easily able to identify if any error made by the agents Review collected by and hosted on G2.com.

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GY
senior executive
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

Freshdesk is very smooth to work with for day to day reveiw of our customer supports tickets and the freature is very easy to access Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

There is not a single gap in fresh desk its all perfect Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

It's very convinent to work on fresh desk for the reveiw of customer support tickets of our organisation as an risk officer Review collected by and hosted on G2.com.

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