What is Freshdesk?
Freshdesk is a leading customer support software platform with features like ticketing, live chat, a Help Center, and reporting. With this kind of software, you can manage customer interactions and track problems that customers may be having.
Compared with similar companies, Freshdesk is slightly more expensive, but also more powerful. Customers are pleased with the tool overall and many compare it to Zendesk, the leader in the space. We recommend it for businesses that need to streamline their email support, provide Help Center documents for customers, and connect with customers via live chat.
Table of Contents
- What is Freshdesk?
- Freshdesk Review Summary
- Freshdesk Pricing & Cost
- Freshdesk Key Features
- Freshdesk Customer Support
- Freshdesk vs. Competitors
- Is Freshdesk Right For You?
Freshdesk Review Summary
Freshdesk is a help desk solution offered by Freshworks, a software company with a wide variety of products for businesses. Freshworks was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy. It is currently headquartered in San Mateo, California, and the company has 40,000 customers across all products.
Freshdesk is most similar to Zendesk, the top help desk solution on the market. Both can be utilized by smaller companies but have the most advanced capabilities that can cater to enterprise-level companies as well. Freshdesk pricing costs between $18 per agent per month and $95 per agent per month, and there is a free plan that allows for unlimited agents to use basic features.
Overall, Freshdesk is one of the most advanced and reliable help desk platforms. Smaller businesses can find fantastic value in the free plan, and the mid-tier plans are still a bit more affordable than Zendesk. We recommend Freshdesk if you want an advanced help desk software, but want to pay slightly less than Zendesk.
Freshdesk Pricing & Cost
Freshdesk is priced per user per month, and monthly pricing is between $18 per user per month and $95 per user per month. There is a separate omnichannel plan, which is slightly more expensive and includes Bot and Call features.
|Growth||$18 per user per month|
|Pro||$59 per user per month|
|Enterprise||$95 per user per month|
Freshdesk Key Features
Throughout this review, we’ll provide an overview of Freshdesk’s features, usability, and customer service availability. Comparisons between Freshdesk and similar tools will be provided throughout. We’ll also include images of Freshdesk to give you a sense of what it’s like to work with the platform before you purchase it.
To learn more about how we research and rate software tools, read about SoftwarePundit’s review methodology.
The dashboard is the first thing you’ll see when you log into your Freshdesk account. It displays metrics on your tickets, customer satisfaction levels, and your team’s to-do list. With so many statistics available, as well as the helpful graphs, this is one of the most helpful dashboards across helpdesk tools.
Ticketing allows companies to receive, track, and resolve customer concerns. With Freshdesk, you can receive tickets from the live chat widget, from a widget on your website, or through emails. From there, your agents can respond to tickets.
From this section, you can:
- Create a new ticket
- Add notes to tickets
- Close, merge, or delete tickets
Live chat is a feature on your website that allows you to chat in real time with your customers. It’s become crucial for most businesses to offer live chat, as customers enjoy the instantaneous response times.
Freshworks’ live chat product, called Freshchat, can be used as a standalone product or as part of the larger help desk suite of tools. Freshchat was given a SoftwarePundit rating of 84 because while it’s an adequate product, there are better standalone chat products to be purchased elsewhere.
A chatbot is a program designed to interact with customers when your agents are not available to chat in real time. Chatbots can respond to frequently asked questions, capture customer contact information, or route customers to the correct teams.
Freshworks’ chatbot, called “Freddy,” is a decent chatbot that works well, though is a bit expensive.
A Help Center is a resource that companies can offer to their customers with answers to frequently asked questions, how-to articles, and more. Below is what it looks like to set up the Help Articles:
Compared with other companies, this is relatively the same process and is not significantly better or worse than the competition.
Freshdesk has a fairly advanced analytics section, especially when compared with smaller help desk companies. Customers can create custom reports, schedule reports, export data, and more.
Freshdesk Customer Support
Customers can contact the Freshdesk team through live chat. Because the company is so large, it can be slightly difficult to get in touch with support, but there is generally an agent online available to help.
|Customer Support Channels||Live Chat, Help Center, Community|
|Other Support Resources||Product Videos|
|Application Status Page||Yes|
Freshdesk Alternatives & Competitors
Freshdesk is similar to other help desk and ticketing software platforms, such as:
Is Freshdesk Right For You?
Freshdesk is a fantastic option for many businesses due to its wide range of features, valuable free plan, and user-friendly interface. The software really shines in terms of the add-ons and capabilities, which far outpace smaller competitors like Help Scout.
This tool may not be right for everyone, and while it’s generally cheaper than Zendesk, it’s still more expensive than some smaller competitors. You’ll want to do a cost-benefit analysis based on your intended number of customer support agents before committing to one of the paid plans.
If you are interested in trying Freshdesk, sign up for a free trial here.