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 27

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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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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 Leisure, Travel & Tourism
UL
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
Products used within Freshworks: Freshdesk
What do you like best about Freshworks?

Ease of use

customer support

Ease of Implementation

Ease of Integration

Ominisupport Review collected by and hosted on G2.com.

What do you dislike about Freshworks?

- Cost of AI BOT session

- Can do better a job in managing social tools Review collected by and hosted on G2.com.

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

Managing customer queries via chat and email, it helps keeping everything on one platform and also helps in managing customer satisfaction level Review collected by and hosted on G2.com.

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KM
Team Leader - Quality
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 interface is really nice and easy to operate. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Reports are less and we need to fetch different reports. Review collected by and hosted on G2.com.

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

Customer Interaction. Review collected by and hosted on G2.com.

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Verified User in Information Technology and Services
AI
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about Freshdesk?

This is simple and user-friendly. It was also very easy to integrate with our internal tools. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

It has limitations in Analytics. When exporting data, it only allows you to do it in PDF and not in Excel. Also, every time I select any parameter in my custom dashboard, it always asks to save the settings. If not saved and we export it, it shares the old data and not the one I have selected. Review collected by and hosted on G2.com.

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

We have integrated it with our Mindtickle platform. If our users face any issues with the platform, they raise their issues, and we get them in the form of Freshdesk ticket. We review the logs and work on them accordingly. This tool is helping our large customer base to report their challenge, feedback. Review collected by and hosted on G2.com.

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Emmanuel J.
EJ
level 2 support technician
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

merging of similar tickets, access to documentation, ease of use Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

The fact that you can't change the recipient when replying to a ticket and that when a copied email replies you lose the ticket and the conversation in progress. Review collected by and hosted on G2.com.

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

Mainly KPIs, documentation and better monitoring of customer files. Review collected by and hosted on G2.com.

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Nithin S.
NS
Assistant team lead
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Freshdesk?

Great AI capabilities increased csat and agent productivity Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Adding disposition is difficult sometimes Review collected by and hosted on G2.com.

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

Analytics and reporting Review collected by and hosted on G2.com.

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Theerthana C.
TC
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
(Original )Information
What do you like best about Freshdesk?

user friendly and its makes all the our life easy. where it it has many source portals also Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Nothing much its has the possitive points only Review collected by and hosted on G2.com.

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

Working under the Customer service it help use to communicate with the branch and customer and give quality service to the customer Review collected by and hosted on G2.com.

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Helpful?
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Verified User in Restaurants
AR
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

The orchestrations with external vendor API's is extremely helpful for automating routine tasks. Allows us to use our labor in more productive methods. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Not a whole lot of marketplace apps are relevant to our organization. Review collected by and hosted on G2.com.

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

Unified and central support portal offering for all of our internal/external customers. Review collected by and hosted on G2.com.

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Amy V.
AV
Customer Service Manager
Small-Business(50 or fewer emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

pricing for small businesses is reasonable

easy to modify or cancel service Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

too complex and challenging to set up without technical expertise

Freshworks' customer support is limited and have to end up working with our IT team for assistance

doesn't offer as much flexibility for customization as other CRM software

lost emails from email to ticket conversion Review collected by and hosted on G2.com.

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

Keeping everything organized and providing basic analytics Review collected by and hosted on G2.com.

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

Easy to integrate to internal platforms, reporting is good. The UI is great and easy to use. Permissions can be adjusted and ticket scope. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Old slack integration works better but gets broken often. The new Slack app doesn't offer features of linking to slack channels from the app which is a big downside. Review collected by and hosted on G2.com.

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

Allows our customers to reach out to us for support related issues agents can pick up on more easily. Review collected by and hosted on G2.com.

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Admin Approval Link
GL
system admin
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
Products used within Freshworks: Freshdesk, Freshservice
What do you like best about Freshworks?

Multilevel use platform help full IT support Review collected by and hosted on G2.com.

What do you dislike about Freshworks?

we need to auto mation of changing host in work group system Review collected by and hosted on G2.com.

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

Like if any one facing any issue in intrnal we create rule ticket need to genrate . Review collected by and hosted on G2.com.

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