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 21

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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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Jade M.
JM
Learning and Development 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?

Freshdesk is user-friendly and consolidates all tools on one platform. Freddy AI is especially useful for grammar checking, tonal adjustments in emails, paraphrasing, and summarizing chat or email interactions. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

The ticket properties, it needs to be improve to provide better documentation. Review collected by and hosted on G2.com.

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

Freshdesk resolve the following for us:

> Collaboration we can see all interactions with customer in a single ticket which improved productivity and customer experience

>Easy email creation and documentation because of Freddy AI Review collected by and hosted on G2.com.

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GG
Quality Lead
Enterprise(> 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?

The reliability. I have hardly seen any downtime in Freshdesk. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Some features are not very easy to use or easy to interpret Review collected by and hosted on G2.com.

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

Platform for seamless interaction with customers via chat and email. Easy integration of calling software like Ameyo, Ozonetel. Review collected by and hosted on G2.com.

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Daniel P.
DP
Support Agent
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?

I like the functionality that allow us to memorize automatic responses that can be used fast and easy Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Cannot say, at the moment I am fully satisfied Review collected by and hosted on G2.com.

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

Answering standard questions with saved templates Review collected by and hosted on G2.com.

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Peter L.
PL
Senior Call Center Manager
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?

automation and analytics report that provide 360 view of our customer enagagement. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Can have more feature module that can be intergrated with 3rd party app Review collected by and hosted on G2.com.

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

L1 engagement and automatin Review collected by and hosted on G2.com.

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Jenis R.
JR
IT Support Analyst
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
What do you like best about Freshdesk?

Freshdesk provides a platform that is easy to user for Agents. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Some features like complex automation and non-requester ticket action could be improved. Review collected by and hosted on G2.com.

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

Reporting. Collaboration. Review collected by and hosted on G2.com.

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Pragna P C.
PC
Agent
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?

The feel of the tool is like I know hwere to find what and how to costimise the thing as it greate and make life better... Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

little not happy with Dev support as We have to Depend on the SI partners but great support and service froom Freshworks Review collected by and hosted on G2.com.

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

It helps to have a conversatation in tickets let it be any platform like Whatsapp, Facebook, twitter, Portal, email and much more Review collected by and hosted on G2.com.

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Kaddiel G.
KG
Product Manager
Computer & Network Security
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 way for looking all company tickets. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Maybe the learning curve for new users are dificult. Review collected by and hosted on G2.com.

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

As administrators, it helps us supervise daily operations by generating specific reports for different cases. Review collected by and hosted on G2.com.

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GF
Helpdesk Agent
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?

made it simpler to view all support enquiries in an unified form. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Cannot run multiple automations on a specific ticket. Review collected by and hosted on G2.com.

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

able to prevent two agents from responding to the same email. Review collected by and hosted on G2.com.

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Dhruvit P.
DP
Customer Delight Ninja
Small-Business(50 or fewer emp.)
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Validated Reviewer
Review source: G2 invite
Incentivized Review
Products used within Freshdesk Omni: Freshdesk, FreshChat, Freshdesk Contact Center
What do you like best about Freshdesk Omni?

I’ve been using the Freshworks Customer Service Suite for more than 4 years, and it’s been very useful. The features like ticket management, live chat, and automation have really improved our customer support. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk Omni?

One small area for improvement could be the customization options for reports. Overall, it’s a great tool, and I’d definitely recommend it to others looking for a reliable customer service solution. Review collected by and hosted on G2.com.

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

Freshworks Customer Service Suite helps us manage lots of customer questions in one place. With its ticket management, live chat, and automation, it makes handling support faster and easier. This has really helped us respond to customers quickly and keep things organized. Review collected by and hosted on G2.com.

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Pravin B.
PB
Subject Matter Expert over Legal Escalations
Cosmetics
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?

It's very transparent and user friendly. Easy to access and find the insights. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Unable to fetch who's the available agent and who turned ON their availability. Review collected by and hosted on G2.com.

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

It plays a major role to get interacted with our customers and to fetch the history of the interactions and communications. Review collected by and hosted on G2.com.

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