Freshdesk
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Freshdesk
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4.4 out of 5 stars
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Freshdesk Reviews & Product Details - Page 20

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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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Verified User in Information Technology and Services
II
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 ease of use, easy to implement and ticket automations Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

There's nothing to dislike. But if I were to be picky, it will have to be the knowledge base feature. It is quite basic. However, it is still adequate for most organisations. Review collected by and hosted on G2.com.

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

Agents can easily pick up tickets from Freshdesk. With the reporting metrics available, it gives us great visibility on the helpdesk's performance as a whole and also individual agent performance as well. Review collected by and hosted on G2.com.

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Bhavya B.
BB
Director of Customer Experience
Small-Business(50 or fewer emp.)
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Incentivized Review
What do you like best about Freshdesk?

Email automations, ability to add multiple emails and link it to specific support group, SLA notifications. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Not easy to switch a conversation as a ticket/chat like other competitor such as Zendesk offers. Review collected by and hosted on G2.com.

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

It helps us manage our customer support service for our 50+ apps Review collected by and hosted on G2.com.

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Amir K.
AK
Corporate Events Manager
Mid-Market(51-1000 emp.)
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Review source: G2 invite
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What do you like best about Freshdesk?

It's accessibility on any device. I've been able to access freshdesk on my mobile phone for urgent matters which is great. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

NA. I've used it for about 6 months as a user and couldn't find any major flaw in it. Review collected by and hosted on G2.com.

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

Freshdesk helped us manage client complaints and respond via email within freshdesk itself. Review collected by and hosted on G2.com.

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Shaheen S.
SS
Assistant Manager
Mid-Market(51-1000 emp.)
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Verified Current User
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Incentivized Review
(Original )Information
What do you like best about Freshdesk?

User Friendly and Analytics option gives better insights of the agent performance. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Fresh should have more optional filter with a 3D applicable filter Review collected by and hosted on G2.com.

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

It is solving my day-to-day ticket management and daily inflow Review collected by and hosted on G2.com.

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Oshita V.
OV
Q
Mid-Market(51-1000 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?

The ease of it while using. Different customizations are available which we can select as per our choice. Ease of adding and removing groups, contact taggers, etc. Calling feature in bulit which is one of the best part. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Basically, there are no dislikes or any negative impacts. It functions properly and you customize as per your choice Review collected by and hosted on G2.com.

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

Freshdesk is providing an opportunity to serve customers in better way and upgraded technology. Review collected by and hosted on G2.com.

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Maikel B.
MB
Account Executive
Small-Business(50 or fewer 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?

Scaleble product and it is easy to use! Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

I find it annoying sometimes that in the admin section you cant go back easily, you need to start the menu allo ver again Review collected by and hosted on G2.com.

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

it makes communicating with customers easy and clear Review collected by and hosted on G2.com.

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Kiana M.
KM
team lead
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?

it is simple to use and helpful. we love it has a company Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

it's been hard for us to change our chat bot, but we are working on that Review collected by and hosted on G2.com.

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

its making it easy for us to keep in contact with our customers Review collected by and hosted on G2.com.

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Taswell A.
TA
Tier 2 Support Advisor
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?

Queue setup and filtering options, reporting is made easy Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Delays in ticket assignment. sometimes have to double back with checking who grabbed a ticket Review collected by and hosted on G2.com.

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

Service management and ticketing system Review collected by and hosted on G2.com.

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Subbaiah M.
SM
Team Lead
Small-Business(50 or fewer 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?

Fast and efficient tool and time saving one and i would highly recommend Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

there no much dislikes about the freshdesk Review collected by and hosted on G2.com.

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

it helps to colleate the data at onece were we can see all conversations and it gives multiple option in terms of data analytics Review collected by and hosted on G2.com.

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Verified User in Furniture
UF
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?

All-in-one platform minimizes 3rd party integrations, and customer support is pretty responsive if you need to reach out to them. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Limited in # of nested fields which makes reporting a bit more difficult for our team based on information we'd like to capture on each ticket Review collected by and hosted on G2.com.

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

Freshdesk helps us with reporting, and helps ensure agents are filling out all necessary fields before closing tickets. it is also easy to use for folks who aren't tech savvy. Review collected by and hosted on G2.com.

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