Pros from reviewers
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Improved customer satisfaction and support: Freshdesk has been instrumental in increasing customer satisfaction and improving customer service and support, as it provides a variety of features such as ticket management, scheduling, sales pipeline management, lead management, and more
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Enhanced communication and collaboration: Freshdesk facilitates better communication and collaboration within teams, ensuring consistent communication and reducing missed communications
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User-friendly interface: Freshdesk offers a clean, user-friendly interface that's intuitive for both request submitters and the responding support team, making it easy to understand and use
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Efficient task management: Freshdesk promptly notifies users of new tasks and its light platform allows for quick and reliable work, making task management more efficient
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Affordable pricing: Freshdesk's pricing is affordable, even providing free usage for fewer than 10 users, making it an accessible tool for all staff.
Cons from reviewers
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Limited customization: Some features in Freshdesk are less customizable and challenging to adapt to specific needs, limiting the software's flexibility to cater to unique business requirements
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Limited remote access and control: The remote access and control feature is not as robust as some users would prefer, potentially hindering remote work efficiency
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Complex licensing model: The recommended license model can be complex and involve a mix of different license levels and day licenses, making it difficult to manage and potentially expensive
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Occasional glitches: Some users have reported occasional glitches in the system, which can disrupt workflow and productivity
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Poor customer support: Some users have reported slow and unhelpful customer support, including slow response times and bot-generated solutions, which can lead to frustration and unresolved issues.
Main features
Starting Price
Free Plan
Optimize ticket management
Give users autonomy
Enhance customer satisfaction
Centralize knowledge base
Opt for multi-channel support
Starting Price
$15
/ user / month
Free Plan
Yes
Optimize ticket management
Give users autonomy
Enhance customer satisfaction
Centralize knowledge base
Opt for multi-channel support
What is Freshdesk?
How Freshdesk compare to similar software?
Product
Freshdesk
4.0
Freshdesk reviews
Price
$15
/ user / month
Free plan
Yes
Main features
Pros
Cons
Alternatives
Deal
Freshdesk
vs
Zendesk
Both customer service management tools are high-performance SaaS solutions with a proven track record in the software market. Each platform has its own strengths, weaknesses and relevant features. For this reason, it's difficult to identify a single factor that differentiates Freshdesk and Zendesk. However, the main difference certainly lies in the target audience of each tool. Indeed, while Zendesk is the platform of choice for large companies or start-ups with substantial budgets, Freshdesk is the tool of choice for small businesses or teams with limited budgets.
Freshdesk is the easiest platform to get to grips with. Its pleasant, intuitive interface can be picked up quickly by all types of user. This makes it ideal for small businesses that don't necessarily have strong technical expertise in this type of SaaS software. What's more, this tool offers a free price plan. This is perfect for getting an initial idea and testing the platform without incurring costs during the trial...
Freshdesk
Customer service software to optimize your client communication
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Who is Freshdesk best for according to our reviewers?
Small Tech Start-ups: Freshdesk is a cost-effective solution for small tech start-ups with lightweight requirements, offering a range of support desk features such as ticket management, scheduling, and project planning. However, some users have reported issues with formatting, integration, and customer support
Customer Service Teams: Freshdesk is ideal for customer service teams, providing a user-friendly interface, automation of tasks, and a boost in customer satisfaction. However, some users have found the customization options challenging and have experienced occasional glitches
Non-profit Organizations: Freshdesk has been beneficial for non-profit organizations, particularly in managing customer emails and enhancing customer experience. However, the licensing model can be complex and potentially expensive
Businesses with High Client Interaction: Freshdesk is suitable for businesses dealing with high volumes of client requests, offering features like alerts in team mailboxes and the ability to add notes within the team. However, some users have suggested improvements in the Satisfaction Survey feature
Businesses Seeking Scalability: Freshdesk is excellent for businesses seeking scalability, as it grows with your business and offers easy setup and automation. However, some users have found the pricing steep as their teams expand.
Freshdesk reviews
4.0
Freshdesk rating
4.5
Ease of use
4.7
Customer service
4.3
Value for money
4.1
Likelihood to recommend
4.5
Features
4 Freshdesk reviews
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Louis A
Reflecting on My Positive Experience with Freshdesk
I've been a loyal customer of Freshdesk for 3 fantastic years and it's been an integral part of my business operations. Recently, I embarked on a new journey and sold my business, so I no longer required their service. I reached out to them to discuss the remaining 3.5 months of my annual plan. Although they were unable to provide a refund, I understand their policy and appreciate their consistent service throughout the years. It's been a pleasure being a Freshdesk customer!
April 27, 2024
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Joan Williams
Freshdesk: A Learning Journey for Our Tech Start-Up
As a small tech start-up team of 5, we decided to go with Freshdesk as our customer service solution due to its competitive pricing and impressive support desk features. Over the past year, our journey has been quite a learning experience. We've navigated through a few challenges such as formatting adjustments, billing changes, and integration processes. We've also had the opportunity to interact with their AI suggestions and billing systems. Their customer support, while not always immediate, has been a part of our learning curve, helping us understand the system better. Despite our minimal requirements, using Freshdesk has been an interesting journey. If I could go back, I would still choose Freshdesk, as it has allowed us to learn, grow, and understand the nuances of customer service software. The experience has saved us from the monotony of a more established brand and has prepared us for any future transitions we may need to make.
April 22, 2024
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Timothy E
Discover the Power of Freshdesk: A Cost-Effective Tool for Seamless Customer Service
Freshdesk has been a valuable tool for my company, helping us solve various business issues and improving our customer service and support. Since using it, we've seen an increase in customer satisfaction, better communication, collaboration, and a boost in efficiency and productivity. Our overall experience with Freshdesk has been positive. What I appreciate most about Freshdesk are its extensive and effective features. It provides a variety of features such as ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management. These features have greatly enhanced our customer service and support. Integrating Freshdesk with our existing tools and applications was straightforward. However, some features in Freshdesk are less customizable and challenging to adapt to our specific needs. The remote access and control feature is also limited and not as robust as we would prefer.
April 16, 2024
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Jerry F
Freshdesk: Streamlining Customer Support Processes
As a customer service manager, I find Freshdesk to be an invaluable tool for streamlining our support process
April 13, 2024