Freshdesk OverviewUNIXBusinessApplication

Freshdesk is the #2 ranked solution in our list of top Customer Experience Management tools. It is most often compared to ServiceNow: Freshdesk vs ServiceNow

What is Freshdesk?
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Freshdesk Buyer's Guide

Download the Freshdesk Buyer's Guide including reviews and more. Updated: September 2021

Freshdesk Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Freshdesk Video

Pricing Advice

What users are saying about Freshdesk pricing:
  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

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SW
Director of IT at a wholesaler/distributor with 51-200 employees
Real User
Top 5Leaderboard
Solid, good price, simple to use, and requires negligible training effort

What is our primary use case?

We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions, bug fixes, and third-party software bug fixes. We even use it for tracking small projects. It is a SaaS solution, so we have its current version.

Pros and Cons

  • "Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
  • "We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

What other advice do I have?

If somebody is implementing a new IT service desk ticketing system, they should definitely look at Freshdesk. If they just want a lean and mean system, it is really a great option. If you need a lot of ITIL complexity and have a very large team, and there is a lot of back-and-forth with tickets and heavy approval process and stuff, it may not be suitable. We have only one of their products. They may have other products that bolt onto it and add that in. We are using the simple version, and it doesn't necessarily have all those controls, but in our case, we didn't need all that. I would rate…
MZ
Customer Service Manager at HOI
Real User
Leaderboard
Stable and scalable with a straightforward setup

What is our primary use case?

We primarily use the solution for issue ticketing.

Pros and Cons

  • "The organization that is possible with other departments is the solution's most valuable aspect."
  • "Technical support is not the best. It could be much, much better and offer better support to users."

What other advice do I have?

We're a customer. We don't have a relationship with the solution. I would recommend the solution to other organizations because it is easy to use. I'd rate the solution ten out of ten.