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 18

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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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TR
Support Manager
Small-Business(50 or fewer emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Freshdesk?

I like that the software is easily configurable. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

I would like more features without having to have the more expensive package. Review collected by and hosted on G2.com.

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

The historical data we can maintain to assist in resolving new cases helps tremendously. The search function allows me to easily and quickly find comparable issues. They have recently added a new feature that will allow us to share internally with our developers that is a HUGE help! Review collected by and hosted on G2.com.

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Abdul M.
AM
Real Time Analyst
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
What do you like best about Freshdesk?

Speed and bulk clouser, that we can resolved Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Nothing, all the feature are good in Fresdesk. Review collected by and hosted on G2.com.

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

Freshdesk is solving us to send emails to the Customers on the mobiles. Review collected by and hosted on G2.com.

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Quentin P.
QP
Head of project
Mid-Market(51-1000 emp.)
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What do you like best about Freshdesk?

French desk helped earn in productivity it it Is Really, Easy to Use and to setup Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

The Market Place Is Sometime a Bit buggy Review collected by and hosted on G2.com.

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

Helpdesk is helping us solve the documentation and te customer relationship Review collected by and hosted on G2.com.

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Arun R.
AR
Senior Software Engineer
Small-Business(50 or fewer emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

FDK framework easy to use for dev. Easy to stimulate for testing. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Freshchat documentation needs more content and examples. Review collected by and hosted on G2.com.

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

Able to address customer issue by raising tickets and ensuring the issue is not repeated by tracking it. Review collected by and hosted on G2.com.

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Verified User in Automotive
AA
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

It's very fast and easy to use, lot's of pernalizations Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Some limitations inside the automation part especially for follow-up tickets.

Inside reports, there is no way to consider only the last CSAT received per ticket (for instance, if a customer gives a bad score and then leaves a good score, the system always considers both of them). There is no way to stop SLA policies during the launch break. Review collected by and hosted on G2.com.

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

It helps us manage tickets faster and whit ease. Review collected by and hosted on G2.com.

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Khushboo M.
KM
Lead
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?

Their wonderful features, ease of use, support and analytics Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Limitations in the reporting section - I cannot create my own report with X no of parameters, there are some restrictions Review collected by and hosted on G2.com.

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

On the previous tool, we couldn't track the metrics which we wanted to. Post moving to Freshdesk, we have a clear view of all the metrics and data and it's much more than that too!! Review collected by and hosted on G2.com.

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Laurs C.
LC
Director of Operations
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?

We use automations to do quick clean-up, and are better able to collaborate across teams. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Not being able to change the TO field on a reply. Review collected by and hosted on G2.com.

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

Analytics - we're able to track our SLAs Review collected by and hosted on G2.com.

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Abhin K.
AK
Health Policy Advisor
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

One of the best CRM to view and maintain leads and folloup with customers on timely basis. Merge features adds up to the joy of single door customer details access under one single ticket. To do feature helps with timely response to all action needed. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Sometimes multiple tickets gets generated which is a bit inconvenience. Review collected by and hosted on G2.com.

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

Freshdesk helps in managing the customer details, handle all the mails and communicae with customer on a timely basis. Well organised CRM platform. Review collected by and hosted on G2.com.

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Janine A.
JA
Trust and Safety Specialist
Small-Business(50 or fewer 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?

It makes everything easier, seamless, organized and efficient. Review collected by and hosted on G2.com.

What do you dislike about Freshworks?

I have none for now. I think there's more to enhance but I like all aspects at the moment. Review collected by and hosted on G2.com.

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

Freshworks provides tools that streamline customer support processes, helping teams respond faster and manage inquiries more effectively. Review collected by and hosted on G2.com.

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Eugene S.
ES
Operations Supervisor
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?

Automation and user-friendly interface.. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

no automation for ticket merging, possibly because I haven't explored the possibility yet Review collected by and hosted on G2.com.

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

Aside from being a more cost-efficient tool, analytics and automation has been so far the best asset of the platform Review collected by and hosted on G2.com.

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