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Freshdesk Logo
Freshdesk
Effortless Customer Support
4.4
(3,051)
(Formerly Freshcaller)
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Freshdesk Reviews & Product Details

Freshdesk Overview
What is Freshdesk?

Freshdesk (formerly Freshcaller) is a cloud-based solution to improve a business’s customer service experience in the most cost-efficient way possible. With Freshdesk, users can deploy a flexible and smart contact center in a few steps, with zero phone hardware. Powerful features include multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes without compromising your customer experience. 

Company Freshworks
Year founded 2010
Company size 5001-10,000 employees
Headquarters San Mateo, California
Social Media
Freshdesk Categories on Findstack
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5.0
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$29.00/month
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Ask Questions about Freshdesk
What Freshdesk is best for?
How does Freshdesk compare to Gorgias?
What are the pros and cons of Freshdesk?
Freshdesk Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Freshdesk Pros and Cons
Pros
  • There’s a free plan available
  • Freshdesk uses powerful Freddy AI for its conversational chatbot
  • You get access to high-quality website widgets like forms, personalized content, and click detection
Cons
  • Some key features like AI are only available on the most expensive plan.
Freshdesk Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Freshdesk Media
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Freshdesk Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: February 16, 2025
Freshdesk Logo
3,051 Freshdesk Reviews
4.4 out of 5
Mid Market (51-1000 emp.)
Jan 12, 2021
 Source
Overall Rating:
5.0
DB
Donald B.
Founder
Share
"From the Freshdesk panel it is possible to cover all our operations"
What do you like best about Freshdesk?

From Freshdesk it is easy to access all the support ticket collections we have worked with even before starting our life cycle with this platform: ticket groups from other services such as Zendesk can be imported.

What do you dislike about Freshdesk?

The help center that Freshdesk allows us to configure to receive our customers does not offer so many tools when we need to automate the knowledge bases that are added. There are very few report templates.

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

We believe that Freshdesk is an excellent choice when working with customer billing processes (when sending payments and having to confirm them, mostly), and for working with any kind of container to store ticket data.

Mid Market (51-1000 emp.)
Jan 11, 2021
 Source
Overall Rating:
5.0
DK
Dan K.
Lead Data Engineer
Share
"Freshdesk delivers the best of help desk experiences"
What do you like best about Freshdesk?

Freshdesk unifies all customer messages that are distributed through various channels, and organizes them into a single source that can be accessed. Freshdesk makes it possible to answer customers and call you directly from chats.

What do you dislike about Freshdesk?

The Freshdesk infrastructure seems to be complex enough that controlling the level of collaboration when there are several people working on a single case is a difficult task. It is advisable to delegate attendance calls by employee or department.

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

Technical assistance is one of the most important factors to work on to keep customers satisfied once they have purchased our product or service, and Freshdesk serves to deliver the most complete experience possible in terms of quality of communication.

Small Business (50 or fewer emp.)
Jan 11, 2021
 Source
Overall Rating:
5.0
GB
Gavino B.
Founder
Share
"Really useful helpdesk system"
What do you like best about Freshdesk?

Freshdesk is really easy to set up and use. It allows to keep track of all customer's requests and easily manage them. It has a lot of powerful instruments to help streamline the work of the helpdesk team. It also comes with a mobile app.

What do you dislike about Freshdesk?

Probably at the beginning some features are not immediately clear but once you get used to it, it becomes easier to utilize. Anyway, this happens with most new softwares.

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

We use Freshdesk mainly for customer care, but we noticed that it can be a powerful instrument to keep track of important conversations inside the various departments of our company and also with our suppliers.

Small Business (50 or fewer emp.)
Jan 09, 2021
 Source
Overall Rating:
5.0
LR
Larry R.
Vp, Product Development
Share
"Freshdesk is a great choice for creating your support portal"
What do you like best about Freshdesk?

I really like the fact that I get support ticket notifications on my mobile devices and my watch. It makes me look like a rock star when I respond to a support ticket within a few minutes of receiving the alert.

What do you dislike about Freshdesk?

I would like to have the ability to quickly duplicate a support article (clone and article, complete with tags).

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

My customers need a knowledge base of articles to draw from to solve problems on their own, and I have built out my article collection to cover most of the issues that our customers will encounter.

Small Business (50 or fewer emp.)
Dec 25, 2020
 Source
Overall Rating:
5.0
Susie P. avatar
Susie P.
Marketing And Sales Specialist, Branch Manager
Share
"Freshdesk"
What do you like best about Freshdesk?

I like that I am able to send emails to anyone and assign them to the appropriate owner and location

What do you dislike about Freshdesk?

I dislike that there is no filter/tag for spam messages.

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

We have solved problems that patrons have in a timely fashion.

Small Business (50 or fewer emp.)
Nov 26, 2020
 Source
Overall Rating:
5.0
PW
Paul W.
Founder
Share
"One of the best call logging systems I've used"
What do you like best about Freshdesk?

The mobility and simplicity. I can use it from anywhere and without installing anything.

What do you dislike about Freshdesk?

The only thing I don't like is the duplication of notifications on the phone app, when using the web interface

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

It does exactly what its meant to do. That is keeping records of customer interactions

Mid Market (51-1000 emp.)
Nov 25, 2020
 Source
Overall Rating:
5.0
SS
Shivam S.
Technical Consultant
Share
"FreshDesk is one of the best platform that I have ever used."
What do you like best about Freshdesk?

The best thing about the freshdesk was it's consistency, whether you are getting bulk of loads on the same platform for the queries. It was the easiest way to response on the multiple tickets instantly.

What do you dislike about Freshdesk?

The one thing I dislike about freshdesk was it's UI was not user friendly. Sometimes it's bit difficult to work on it by finding previous solutions. Otherwise it is one of the best platform to start working on it without any trouble.

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

We are basically providing resolutions to the customers for the queries that they have raised.For each and every responses customer do have the option to give the feedback for the conversation.

Mid Market (51-1000 emp.)
Nov 06, 2020
 Source
Overall Rating:
5.0
VR
Vishal R.
Founder
Share
"easy to use for recording service queries"
What do you like best about Freshdesk?

1) easily integration with simple user interface and very organizable. 2) love the features and how it is designed. 3) Easy to use.

What do you dislike about Freshdesk?

nothing as such can be said which is disliked but sometimes the app is very slow while opening.

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

My company and i are able to see the tickets raised on time, the tat time for solving the customer queries is resolved and a proper visibility and transparency.

Small Business (50 or fewer emp.)
Nov 05, 2020
 Source
Overall Rating:
5.0
GT
Gary T.
Founder
Share
"A product and company that WOWs!"
What do you like best about Freshdesk?

Product: - Easy to configure - Nice to use - Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive Service: - The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!

What do you dislike about Freshdesk?

Options for data dumps is limited. I would like to see more a greater range of timescale options, and other criteria. I would also like to be able to export to an email address not associated to an Agent

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

Previously we could not auto-triage inbound customer enquiries, now we can. This saves time and means effective prioritisation that improves the end customer experience. Also prior to Freshdesk, our customers could not track their own tickets. Now they can.

Enterprise (> 1000 emp.)
Sep 30, 2020
 Source
Overall Rating:
5.0
Anup Kumar B. avatar
Anup Kumar B.
Founder
Share
"Fresh Desk User Interface"
What do you like best about Freshdesk?

The filter feature of the freshdesk is the best. Gives you so many option to filter your emails from the bulk received so that you can prioritize your responses.

What do you dislike about Freshdesk?

The going back feature is very irritating. Every time you have to go back to an email you have to go all the way back.

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

Responding to customers, giving canned responses, looping concerned people in freshdesk. It keeps people related to the problem in touch with the email and its progress.

Small Business (50 or fewer emp.)
Sep 08, 2020
 Source
Overall Rating:
5.0
JS
Jesper S.
Founder
Share
"Easy and reliable Service Desk"
What do you like best about Freshdesk?

An easy user interface and the easy-to-understand reports

What do you dislike about Freshdesk?

The possibility to modify how mails are being auto answered is not dynamic enough

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

Technical it-problems (SW)

Small Business (50 or fewer emp.)
Aug 24, 2020
 Source
Overall Rating:
5.0
Emma C. avatar
Emma C.
General Manager Marketing
Share
"Excellent software for organisation and transparency for customers"
What do you like best about Freshdesk?

The ability to streamline work orders - automate assignment to the relevant staff member - and collaborate and pass off projects to coworkers. Meet SLA's and report on time/internal billing as well as productivity

What do you dislike about Freshdesk?

Nothing - it's a really easy system to use

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

We use Freshdesk as an internal portal for managers and staff to request marketing collateral and materials - using solutions for templates etc and standard answers. We can now track all jobs, hours spent on them, and other categories

Small Business (50 or fewer emp.)
Aug 19, 2020
 Source
Overall Rating:
5.0
ZW
Zachary W.
Founder
Share
"Excellent help desk software"
What do you like best about Freshdesk?

Ease of use, clarity of tickets, auto-responses, grouping tickets and simple implementation

What do you dislike about Freshdesk?

Some of the automations used to be a little tricky to configure but this has been improved with a software update.

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

Improved cusotmer service. We've used SSO to integrate with our own application so out customers are able to access our support services from right within Freshdesk.

Small Business (50 or fewer emp.)
Aug 05, 2020
 Source
Overall Rating:
5.0
AS
Atanas S.
Founder
Share
"Excellent service, amazing support and cheap plans"
What do you like best about Freshdesk?

The system is very user friendly. It provides monthly features.

What do you dislike about Freshdesk?

Every system has something to improve but FreshDesk is really good enough to provide platform for your business.

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

Technical problems. The ticket system is easy to use.

Small Business (50 or fewer emp.)
Jul 29, 2020
 Source
Overall Rating:
5.0
AB
Aaron B.
Founder
Share
"Very easy to use!"
What do you like best about Freshdesk?

I like how easy it is to use Freshdesk. One unique feature is that you can see when other agents are either looking at or replying to a ticket so that you do not have 2 responses getting sent out simultaneously.

What do you dislike about Freshdesk?

I cannot think of any downsides to Freshdesk.

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

We use Freshdesk as our customer support portal. This helps our team track issues and questions coming in from our customers.

Small Business (50 or fewer emp.)
Jul 28, 2020
 Source
Overall Rating:
5.0
PD
Paul D.
Digital Marketing Consultant
Share
"Easy Task Creation"
What do you like best about Freshdesk?

Freshdesk allows us to send tasks to everybody in the company. Creates organization on what tasks needs to be completed. Can also be used as a reminder. The tickets can be passed and worked on by several different people. It is great to keep yourself organize.

What do you dislike about Freshdesk?

It would be great is Freshdesk could somehow incorporate Salesforce and have autofill properties or have some kind of autofill properties that you could do to make tickets. It would make creating tickets faster.

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

Freshdesk lets us create different tasks to every department without losing them. You are able to keep track of every single ticket that has been created.

Mid Market (51-1000 emp.)
Jul 21, 2020
 Source
Overall Rating:
5.0
NS
Ndivhu S.
Founder
Share
"Fantastic Support System"
What do you like best about Freshdesk?

You are able to communicate with customers and manage, tracethe communications eith customers

What do you dislike about Freshdesk?

To be honest there is nothing bad to say

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

Assisting our customers daily through Freshdesk

Small Business (50 or fewer emp.)
Jul 13, 2020
 Source
Overall Rating:
5.0
CP
Chris P.
Founder
Share
"Great Ticketing System"
What do you like best about Freshdesk?

Ease of use and setup. Took about 10 minutes to get the connection setup and running. Custom rules and extras to help sort and filter tickets.

What do you dislike about Freshdesk?

Nothing yet. The entire system works flawlessly.

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

We track tickets that need to be submitted by users who don't have logins, so this is a great solution.

Small Business (50 or fewer emp.)
Jul 12, 2020
 Source
Overall Rating:
5.0
Kendall K. avatar
Kendall K.
Founder & Ceo
Share
"FreshDesk made us organized and confident at every turn."
What do you like best about Freshdesk?

We love it that you can organize a large quantity of support requests, prioritize them, and execute on solving them without concern that someone is being missed. We also love the ease with which you can create and add to the knowledge base. This keeps our customers up to date on the latest happenings. We also love the support offered by FreshDesk. If we have a question, they answer quickly and precisely. FreshDesk also offers different webinars that help us learn how to use the application.

What do you dislike about Freshdesk?

Perhaps something we might like from FreshDesk would be a large selection of templates for the Knowledge Base, without having to buy those from a third party. We would also like the ability to export knowledge base articles for use by some of our business partners who have licensed our technology. In those cases, the partners could then easily import the pages they want, make slight changes, and launch their knowledge base.

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

We are solving the problem of helping clients who need tips, advice, or any general help. We do this more efficiently than we ever did in the past. The application cuts down on triage, sorting, prioritizing and solving customer questions through the ticketing system. We also offer information to our user base who use our no code designer. The knowledge base gives them a place where clients can look up information, learn, and apply their knowledge. Each of these client users can also share their knowledge using the forum.

Mid Market (51-1000 emp.)
Jul 03, 2020
 Source
Overall Rating:
5.0
PH
Parisa H.
Founder
Share
"Great piece of software to use!"
What do you like best about Freshdesk?

The ability to integrate it with our current email platform and have it automatically create a ticket for you. As we get a lot of different queries in for different departments, the ability to assign what type of query it is (sales, complaint, finance etc) is great as the appropriate department can pick it up.

What do you dislike about Freshdesk?

Sometimes filtering the tickets can be a bit slow and sometimes clunky. Also when selecting the show activity bit on the ticket itself, I'd like if you were also able to see the correspondence between customer and agent at the same time as the activity log.

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

We have a lot of departments that deal with various different queries and all have conversations with our customers in one way or another. Ranging from sales, to customer support, to technical support. Freshdesk has helped keep queries tidy and all in one place, so if there are queries that cross departments, the agent in the other department can see the full history and pick up where the previous department left off. This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.

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