Freshdesk Reviews & Pricing

by Freshworks | Founded 2010, Chennai, India

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What is Freshdesk?

Industry Specialties: Serves all industries

Freshdesk is a cloud-based customer service solution that ensures increased satisfaction and engagement. It simplifies ticketing with customization options for agent roles, ticket forms, portals and more. Users can manage identity and information access for improved data security.

It offers field service modules that include omnichannel customer engagement, quick query resolution, automatic appointment management and a map view that lets users track dispatches in real time. Android and iOS support allow field employees to plan, monitor and track appointments, updates and customer communication conveniently. Its other offerings include widget customization, scheduled and customized reports, intelligent ticket assignment and more.

Pros
Easy to use interface
Scalable for large teams
Automation capabilities
Reporting & Analytics
Mobile app available

Cons
Limited free plan
Customization options
Reporting can be complex
Higher pricing for some plans
Limited multilingual support

PRICE

COMPANY SIZE

DEPLOYMENT

PLATFORM

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User Sentiment

Based on 4697 reviews:

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Product Screenshots and Videos

Freshdesk Pricing

Based on our most recent analysis, Freshdesk pricing starts at $15 (Per User, Monthly).

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Starting From: $15
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Freshdesk is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Freshdesk:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Freshdesk Benefits and Insights

Why use Freshdesk?

Key differentiators & advantages of Freshdesk

Improved Productivity: Assign tickets automatically to agents and groups based on various details, including their workloads and skills. Also, auto-assign emails, calls and chats to agents based on keywords and available bandwidth for better productivity.
Better Efficiency: Schedule regular reports to analyze and improve agent performance using different help desk metrics. Measure customer satisfaction based on their satisfaction reports to improve services.
Stronger Teamwork: Facilitate better collaboration between different departments for quicker resolution of customer issues, with linked tickets to keep track of vast issues and team huddle for discussions with experts.
Data Security: Secure confidential data and customer information with state-of-the-art data security. Whitelist IP ranges, restrict login access and set up single sign on script for credentials authentication.
AI Support: Enable faster resolution of customer issues with AI supported chatbots that provide instantaneous answers.
Accessibility: Allow agents exclusive access to login on the go. Conveniently access solutions via website, mobile app and chatbot.
Save Time: Automate mundane tasks so that agents can focus better on resolving customer issues.

Industry Expertise

It caters to clients in a variety of industries like manufacturing, healthcare, software and IT, travel and hospitality, education and more.

Freshdesk Reviews

Average customer reviews & user sentiment summary for Freshdesk:

4697 reviews

89%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Freshdesk reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

User-Friendly Interface: Freshdesk is praised for its intuitive design and straightforward navigation. This minimizes onboarding time for new agents and reduces the learning curve, allowing them to become productive more quickly. Think of it as a user-friendly smartphone app compared to a clunky, feature-laden desktop program. This ease of use translates into faster issue resolution and improved overall efficiency.
Scalability & Customization: Freshdesk caters to businesses of all sizes, from startups to large enterprises. Its flexible plans and customization options allow businesses to tailor the platform to their specific needs. For instance, a small team might prioritize a simple ticketing system, while a larger organization can leverage features like custom automations or in-depth reporting for more complex workflows.
Mobile Accessibility: Freshdesk offers mobile apps for agents and customers, enabling them to access the platform and manage inquiries on the go. This is particularly valuable for remote teams or situations where agents need to be available outside the office. Imagine a field technician using the mobile app to update a customer ticket while on-site, improving responsiveness and streamlining the resolution process.

Cons

Limited Free Plan Functionality: While Freshdesk offers a free plan, it can be restrictive for businesses with growing needs. Features like custom automations, advanced reporting, and integrations are often reserved for paid plans. This can limit its usefulness for businesses seeking a comprehensive help desk solution without upfront investment.
Reporting Complexity: Freshdesk's reporting capabilities, particularly in lower-tier plans, can be cumbersome to navigate and require some technical expertise to generate insightful data. Some users report that creating custom reports or filtering data can be time-consuming, hindering efforts to effectively track key performance indicators (KPIs) and measure support team effectiveness. Imagine sifting through an overflowing email inbox to find a specific message compared to having a well-organized filing system with clear labels.
Limited Multilingual Support: Freshdesk's interface and support resources are primarily available in English. This can be a drawback for businesses operating in international markets or with a multilingual customer base. While some basic translations are available, they might be limited or not comprehensive, potentially hindering effective communication with non-English speaking customers and agents.

Researcher's Summary:

Freshdesk garners praise for its user-friendly interface and intuitive design, which minimizes training time for new agents and gets them up to speed faster. This is particularly important for businesses with high agent turnover or seasonal spikes in support requests. When compared to competitors offering a steeper learning curve, Freshdesk allows teams to become productive quicker, leading to faster issue resolution and improved customer satisfaction. However, Freshdesk's free plan, while suitable for small teams or those starting out, can be limiting for businesses requiring advanced features. Features like custom automations, powerful reporting, and integrations are often reserved for paid plans. This can be a dealbreaker for businesses seeking a comprehensive help desk solution without a significant upfront investment. Here, competitors offering more robust functionalities in their free tiers might be more suitable. Overall, Freshdesk shines for its user-friendliness, scalability, and mobile accessibility. The ability to customize the platform to fit specific workflows and the availability of mobile apps for agents and customers are valuable assets. However, its limited free plan functionality and potentially complex reporting can be drawbacks. Freshdesk is best suited for small and medium-sized businesses seeking an easy-to-use and scalable help desk solution, particularly those with limited technical expertise or a mobile workforce. For larger enterprises with complex workflows or multilingual customer bases, competitors offering more powerful reporting capabilities or broader language support might be a better fit.

Key Features

Ticketing Management: Deliver higher quality customer service with collaborative ticketing. Convert customer issues from different channels into resolvable tickets. Offers:
- Team inbox to prioritize and assign tickets based on keywords.
- AI-supported ticketing to improve agents’ efficiency and save time.
- SLA management to measure agents’ performance and set customer expectations for response times.
Omnichannel: Consolidate various support-related communications channels like email, phone, chat, website, WhatsApp, Facebook and Twitter to ensure a seamless customer experience as well as faster query resolution.
Service Management: Create service tasks and field technician groups for tickets on the basis of location, priority and other aspects. To manage field operations, it also includes:
- Scheduling dashboard to keep track of appointments, tasks and field team workloads.
- Mobile field service to keep technicians updated on the fly.
- Automated time-tracking to monitor billable hours.
- Single swipe attachment of customer signatures to the service tasks via the mobile app.
Reporting and Analytics: Schedule reports at regular intervals and customize them according to various requirements. Access actionable insights using data in different chart styles and visualizations.
Customization: Customize workflows, customer portal and agents for optimum productivity based on specific business requirements. Its customization can be leveraged in the following ways:
- Customized ticket forms.
- Custom URL for smooth customer experience.
- Building and integration of customized apps.
- Custom segmentation of customers for personalized support.
Automation: Automate notifications to agents and customers for any updates in their tickets. Automatically execute maintenance activities and implement actions on tickets based on the time lapsed since an event.
Identity and Access Management: Allow and restrict agents as well as customers to log in to their accounts using single sign on script from anywhere using IP whitelisting and a VPN.
Customer Self-Service: Enable efficient customer self-service with automated suggestion pop ups, knowledge base articles and by converting critical issues in the community into resolvable tickets.

Cost Of Ownership

Frequently asked questions regarding Freshdesk pricing include:

Q: Is Freshdesk free?
A: Freshdesk offers a free plan that's suitable for small teams or those starting out. It allows for up to 10 agents and includes basic ticketing, self-service portal, and reporting functionalities. However, to unlock features like automation, advanced reporting, and telephony integrations, you'll need to upgrade to a paid plan. Considering this limitation, it's crucial to assess your team size and specific needs before deciding if the free plan is the right fit.
Q: How much does Freshdesk cost per agent?
A: Freshdesk offers tiered pricing plans, with costs varying based on the number of agents and features included. The paid plans start at $15 per agent/month for the Growth plan, offering functionalities like custom fields, team collaboration tools, and basic SLA management. Pro and Enterprise plans offer progressively more advanced features at $49 and $69 per agent/month respectively, catering to larger teams with complex workflows and advanced reporting needs. It's important to carefully evaluate your team size, required features, and budget to determine the most cost-effective plan for your Help Desk operation.
Q: Are there any hidden costs with Freshdesk?
A: While Freshdesk's pricing structure is transparent, there can be additional costs to consider. These might include: additional storage for large file attachments, custom app integrations for specific functionalities not natively offered, and training for your team to fully utilize the platform's capabilities. Being aware of these potential add-ons ensures you have a clear picture of the total cost of ownership when budgeting for your Freshdesk implementation.

Limitations

At the time of this review, these are the limitations according to user feedback:

Clunky ticket management.
Tedious email formatting.
Steep learning curve to create a new customized report.

Suite Support

Email: [email protected]

Phone: Dial +1 (866) 832-3090 from the US, +91 (44) 6667 8040 from India, +44 (800) 808 5790 from the UK and +61 2 8188 4692 from Australia.

Training: Installation assistance, FAQs, video library and enrollment of new agents in Freshworks Academy are available on the vendor’s website. The vendor also offers product how-tos and peer support with its Community.

Tickets: No info available.

FAQ

Frequently asked questions regarding Freshdesk include:

Q: How does Freshdesk integrate with other business applications?
A: Freshdesk offers a robust API and pre-built integrations with popular CRM, project management, and communication tools. This allows for seamless data flow between platforms, eliminating data silos and streamlining workflows. For instance, integrating Freshdesk with Zendesk Sell (CRM) can automatically populate customer information in tickets, improving agent efficiency.
Q: How easy is it to set up and use Freshdesk?
A: Freshdesk is known for its user-friendly interface and intuitive design. A clear onboarding process and comprehensive knowledge base guide agents through setup and common functionalities. Additionally, Freshdesk offers various training resources and certifications to help teams maximize platform utilization. This ease of use translates into faster implementation times and reduced training costs.
Q: How does Freshdesk ensure data security and compliance?
A: Freshdesk prioritizes data security by adhering to industry-standard security protocols and offering features like role-based access control and data encryption. Regular security audits and compliance certifications like HIPAA and GDPR demonstrate their commitment to data protection. This is crucial for businesses handling sensitive customer information or operating in regulated industries.
Q: What kind of customer support does Freshdesk offer?
A: Freshdesk provides various customer support options, including email, phone, and an extensive online knowledge base. Paid plans often come with priority support, ensuring faster response times to critical issues. This multi-channel approach caters to different user preferences and ensures timely assistance when needed.
Q: How can Freshdesk be customized to fit specific workflows?
A: Freshdesk offers various customization options, including custom fields, ticket forms, automation rules, and integrations. This allows businesses to tailor the platform to their unique ticketing processes and improve agent productivity. For instance, custom fields can capture specific customer data relevant to their industry, while automation rules can streamline repetitive tasks like ticket routing or status updates.