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What Is Freshdesk?

Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 60,000 customers, including Bridgestone, HP, Harvard University and DHL.

Who Uses Freshdesk?

Businesses of all sizes across the world trust Freshdesk to provide remarkable customer service.

Freshdesk Software - Omnichannel ticket list
Freshdesk Software - Automation rules
Freshdesk Software - SLA management
Freshdesk Software - Freshdesk knowledge base
Freshdesk Software - Freshdesk overview of dashboard

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Freshdesk Reviews for Indian Users

Average score

Overall
4.5
Ease of Use
4.5
Customer Service Software
4.5
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sharad Singh
Sharad Singh
Assistant Manger in India
Verified LinkedIn User
Food & Beverages, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Freshdesk is very helpful

5.0 4 weeks ago New

Comments: The overall experince with Freshdesk did for me is combine all channels customer flow at one place, now every comment/ post/ Dm turns into a proper ticket and assign to a dedicated support staff, doing this way we never missed any single query from customers and we have properly self help automation and data export options.

Pros:

-combine all the chanells to one place - Turning every query into ticket - Self help automation - dialer integration - - data export options

Cons:

Nothing so far, every time i reached out to support they always proved the best possible resolution to the query. and price is little high

Henrico
Director in Bahamas
Hospitality, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Instant access, effortless maintenance and maximum security

5.0 2 months ago

Comments: Brings centralization and customer inquiries management. Offers automation and great customer support.

Pros:

The fact that I don't have to install any updates since the latest version is automatically received on logging in. Resolving customer queries is made quick through automation. Browsing online reports in real time has improved our team's performance and customer satisfaction. Allows multichannel communication too. Cloud computing is most affordable with Freshdesk.

Cons:

Everything is pleasing. It is reliable and secure to work with. Launching and deployment was effortless for us.

Niels
CFO in Tanzania
Hospitality, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Never close a contract directly with Freshworks

2.0 last month New

Comments: Freshdesk in general is ok to work with, it doesn't excell in specific matters but also not fails. However we made the misstake to close our contract directly with Freshworks (as our re-seller stopped), this has been the biggest misstake ever. There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for which no solutions are offered

Pros:

The reseller that was between Freshworks and us

Cons:

No full intergration with their other modules. (chat, sales). FreshCRM completly failled product which was only shorly on the market and replaced by Freshsales again.

Jacqueline
Director of Technology in US
Education Management, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Freshdesk -small IT Team, large campus. NO problem!

5.0 2 months ago

Comments: My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple to implement. We started out with the free trial and quickly decided to purchase the Pro version. Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an existing email address made the transition process transparent to the rest of the community.

Pros:

We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible!

Cons:

We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this.

Holly
Technical lead in France
Education Management, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Elevating Customer Support

5.0 last month New

Pros:

When a customer submits a support request, it automatically creates a ticket and prioritizes it. This ensures that no issue goes unnoticed, and I can provide timely support to my clients, improving their overall satisfaction.

Cons:

Its occasional lag when handling multiple tickets. It can slow down my workflow during busy periods.