Freshdesk

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by Freshworks·Launched Customer Success Software Help Desk Software Knowledge Management Software Live Chat Software VoIP software

ReviewAITools Score · 62909 reviews9.2

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What is Freshdesk?

Freshdesk, developed by Freshworks, is a cloud-based customer support software designed to help businesses manage customer queries efficiently across various channels. It offers a comprehensive suite of tools to streamline customer service operations, including ticket management, automated workflows, and multi-channel support.

One of the key features of Freshdesk is its ability to consolidate customer interactions from email, phone, chat, social media, and other messaging apps into a single view. This centralized approach helps support teams respond to queries faster and more effectively. The platform also supports collaborative features such as team inboxes, private and public notes, and task management, enabling seamless teamwork in resolving customer issues.

Freshdesk’s automation capabilities allow businesses to set up rules for routing and assigning tickets based on agent availability, skills, or workload. This reduces manual tasks and ensures that customer inquiries are directed to the most appropriate support agents. Additionally, the software includes a comprehensive knowledge base and self-service portal, empowering customers to find answers independently and reducing the load on support teams.

Advanced analytics and reporting tools in Freshdesk provide insights into agent performance, ticket trends, and customer satisfaction, helping businesses make data-driven decisions to improve their support processes. The platform is highly customizable, allowing users to tailor it to their specific business needs and integrate it with other Freshworks products and third-party applications.

Freshdesk is suitable for businesses of all sizes, offering scalable solutions that can grow with the company’s needs. It is particularly beneficial for those looking to enhance their customer support experience through efficient ticket management and automation.

Best for

Small BusinessMedium BusinessLarge Enterprise

Pricing

Starting at $18/month · Subscription · Free tier available

Freshdesk Free

Free

Freshdesk Growth

Freshdesk Pro

Features

115 features that make Freshdesk stand out.

Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Appointment Management
Assignment Management
Automated Routing
Call Center Management
Call Monitoring
Call Recording
Call Routing
Chat/Messaging
Collaboration Tools

Pros & Cons

Pros

Ease of UseFreshdesk is highly praised for its user-friendly interface and intuitive design, making it easy for both new and experienced users to navigate and use the platform efficiently. Many users have highlighted how quickly they could grasp its functionalities and integrate it into their daily workflows.
Automation and IntegrationThe automation features of Freshdesk, including workflow automation and ticket routing, are particularly valued. Integrations with over 1,000 applications, such as Slack, Microsoft Teams, and Salesforce, enhance its functionality and provide seamless workflows for businesses.
Multi-Channel SupportFreshdesk excels in providing multi-channel support, allowing businesses to manage customer interactions across email, phone, chat, and social media from a single platform. This centralization of communication channels helps in maintaining consistency and improving response times.
Customization OptionsThe platform offers extensive customization options, including custom ticket views, custom fields, and custom automation rules, allowing businesses to tailor the software to their specific needs.
Customer Support and ReliabilityUsers have positively noted the reliability of Freshdesk’s call center functions and the prompt notifications for new tasks. The customer support is generally regarded as helpful, although there are some mentions of slow responses for specific issues.

Cons

Performance IssuesSome users have reported occasional speed and loading issues that can disrupt workflows. Refreshing tickets frequently due to these issues can be a hindrance, especially during high-demand periods.
Mobile App StabilityThe Freshdesk mobile app, particularly Fresh Chat, has received criticism for its instability and frequent crashes. Users have found it challenging to get timely support to resolve these issues, affecting their ability to manage support on the go.
Limited Features in Free PlanThe free plan of Freshdesk, while useful, lacks some advanced automation and customization options available in the paid plans. This can be a limitation for businesses looking for more comprehensive solutions without upgrading.
Notification System During MaintenanceThere are complaints about the lack of notifications and information during maintenance periods, leaving users unaware of the reasons for downtime and expected resolution times.
Backend Chat AutomationUsers have expressed a desire for more automation options in the chat feature, such as automated tagging and categorization, which would streamline support processes further.

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Frequently asked questions

Is Freshdesk free to use?

Yes, Freshdesk offers a free version with core features. You can upgrade to a paid plan when you need more capacity or advanced functionality.

How much does Freshdesk cost?

Freshdesk starts at $18/month. Higher tiers add seat capacity, automation, integrations and enterprise-grade controls.

What does Freshdesk integrate with?

Freshdesk integrates with popular tools such as Slack, MailChimp, Jira, Freshsales, HubSpot CRM, plus an open API for custom workflows.

Who is Freshdesk best suited for?

Freshdesk is built for teams who need to standardise the workflow it covers — typically growing companies who have outgrown spreadsheets but don't yet need enterprise-grade procurement suites. The exact fit depends on company size, deal volume and compliance requirements.

How long does it take to onboard Freshdesk?

Most teams are live on Freshdesk within 2–6 weeks. Simpler implementations (small teams, default workflows) can be done in days; large enterprise rollouts with custom approval chains and ERP integration take longer.

About the authors

Rashi AroraWriter

Rashi Arora is currently working as a Project Manager at Aventra Group. Prior to this, she was a Product Owner at Broadcom. Rashi has gained expertise by managing renewals on Salesforce CPQ and improving the Renewal Admin Portal. Her strategic involvement in transitioning customer experiences from perpetual to SaaS models highlights her ability to modernize business operations. Rashi’s academic background from the prestigious International Institute of Information Technology Bangalore, coupled with her training from Product School, forms a strong foundation for her career. She effectively comb

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Ana Maria StanciucEditor

Ana Maria Stanciuc is a highly skilled writer and content strategist with 10+ years of experience. She has experience in technical and creative writing across a variety of industries. With a background in journalism, her expertise goes beyond writing, as she brings a unique combination of creative storytelling and technical accuracy to her work. She is currently the Head of Content at Tekpon and the Editor in Chief for Tekpon Magazine. In her current role, she leverages her extensive writing experience and strategic insight to produce valuable content. Ana-Maria specializes in reviewing and cu

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