Freshdesk Review - why 4.5 stars?

Freshdesk Review
ITQlick Score: 94/100
ITQlick Rating: (4.5/5)
Pricing: 2/10 - low cost
Category: Help Desk -> Freshdesk
Ranking:Ranked 1 out of 208 Help Desk systems
Company: FRESHDESK INC.
Pricing: starts at $15 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile, Cloud
Links: Freshdesk pricing, Freshdesk alternatives
Shlomi LaviShlomi Lavi / updated: Nov 09, 2021

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. Learn more by reading our advertiser disclosure.

What is Freshdesk?

Freshdesk is a cloud-based help desk and omnichannel service designed for end-users to engage in conversations with their customers every day. The help desk software comes with features such as:
  • Ticketing: End-users can prioritize, categorize and assign tickets so they can never lose track of them.
  • Collaboration: Freshdesk enables teams to work together towards quick and efficient ways of solving customer problems.
  • Omnichannel: This feature help end-users manage all support-related communications from multiple channels on a single platform.
  • Field Service: End-users can manage their end-to-end field service operations from right within Freshdesk.
  • Automations: Freshdesk provides built-in capabilities to automate repetitive helpdesk tasks.
Freshdesk is help desk software that started in 2010. The software company is headquartered in San Bruno, California, United States. The software company has a workforce of up to 5000 employees. Freshworks is the only "visionary" on the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center.

What is Freshdesk rating?

The rating of Freshdesk is 4.5 stars out of 5 and the total score is 94 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who uses Freshdesk?

Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. From the time it was open commercially, Freshdesk has been able to grow its long list of satisfied customers. In fact, it has a client in almost every country. Among these are Goodreads, Hugo Boss, Pearson, Truecaller and Stanford, to name a few. If you notice, these brands are from various industries, which only shows how versatile Freshdesk is.

Is Freshdesk the best Help Desk system?

Freshdesk is ranked 1 out of 208 software in their category (Help Desk systems).

What are their main features and functionalities?

Every business needs customers for making a profit, implying that attracting, growing and retaining a robust customer base is a key necessity. These tasks are not easy and requires a dedicated team and the help of technology to systematically handle the same objectives. This could be in the form of a software solution that handles customer information through feedback and requests.

Freshdesk is easy to use, and offers affordable pricing and full featured packages. Its main features include a helpdesk ticketing system, time tracking, customer support and knowledge base. Through a user-friendly program, customer management is made easy and strategic by Freshdesk. The time saved allows you to focus on other aspects of your business that are equally important.

Key Features of Freshdesk:
  • Simple, fast setup.
  • Multi-channel support - email, phone, chat, social and more
  • Self service portal to help your customers help themselves
  • Community portal to engage your biggest fans Multiproduct support for your global company
  • Multi-language & multi-time zone support Integration with Google Apps, Salesforce, SugarCRM, and more
  • Surveys to measure customer satisfaction
  • Smart automations to save your agents time Integrated game mechanics to motivate your agents Insights and powerful reports about your help desk

    • What are Freshdesk's pros? (5 Pros)

    • Freshdesk offers optimal issue management and client support
    • The software allows for social media integrations
    • End-users can manage all their support channel from one place
    • The product offers great support from their technical team, which is very helpful if you are having problems with one or more functions.
    • Freshdesk can store a vast amount of information, including FAQs, that can help new users resolve issues that were already encountered by others.

    What are Freshdesk's cons? (2 cons)

    • Users complain of an ineffective ticketing system within the software
    • One of this solution's downsides, although minimal, is that emails can’t process first names easily

    Who are their main alternatives?

    Freshdesk competes with other help desk systems like Zendesk Support Suite, Zoho desk, and TeamSupport. We will compare these help desk systems in some specific aspects below.
    • Functionality: Freshdesk offers features like Ticketing, Collaborations, Automations, Help Widget, Reporting and Analytics, Security, Integrations, etc. Compared to its alternatives, Zendesk shares similar features with Freshdesk like Ticketing, automation, help center, etc. Zendesk offers routing & intelligence, and knowledge management which is lacking in Freshdesk and Zoho desk. Zoho desk offers Omnichannel, which is available in Freshdesk. Zoho desk offers extensibility and customization, which is lacking in Zendesk.
    • Customers/Industries: Freshdesk targets Retail & E-commerce, Travel & Hospitality, Software & IT, Online-first, etc. Customers like Hamleys, Big Bus, and Pearson use Freshdesk. Zendesk targets Education, Financial Services, Government, Healthcare, Manufacturing, Media, Retail, Software, and Telecommunications. Customers using Zendesk are Baublebar, 99designs, AdSlot, and MODSY. Zoho desk targets Education, E-commerce, Telecom, Finance, Hospitality, IT/ITES Services, Insurance, and SaaS. Teams at Daimler, McAfee, Essilor, and Lycamobile use Zoho desk. TeamSupport has customers like NBA, American lung association, Teladoc, Comcast, etc.
    • Cost: Freshdesk Starts at $15 per agent/month (billed annually) and $18 per agent/month billed monthly. The license cost information for TeamSupport is unavailable on its official website. Zoho desk starts at $12 billed annually and $18 billed monthly. Zendesk starts From $19 per agent/month billed annually. According to ITQlick expert cost research, Freshdesk is cost-rated at 1/5, which means it is a low-cost help desk software. The rating system considers this software rated 1-2 as low-cost and 4-5 as high cost.
    • Cloud-based/On-premise: Freshdesk and all its alternatives are cloud-based.
    • Popularity: Freshdesk (2010) is a privately held company and trusted by 50,000+ businesses in 120+ countries where customers are served. Zendesk (2007) is publicly traded on the NYSE under the ZEN symbol. With over 160,000 businesses using its help desk system solutions. Zoho desk (now Zoho cooperation) is privately held, with over 50,000 businesses worldwide using its services.
    • Support: Freshdesk and all its close alternatives share similar support channels like email/help desk, FAQs/forum, a knowledge base, phone support, and chat. Freshdesk, Zendesk, and Zoho desk offer 24/7 live rep, which is unavailable in TeamSupport.

    What is the cost of Freshdesk?

    The license pricing for Freshdesk comes in two different categories, namely Support Desk and Omnichannel.
    • The Support Desk category comes with a Free plan and three (3) license plans; Growth, Pro, and Enterprise.
    • Growth starts at $15 per agent/month (billed annually) and $18 per agent/month billed monthly.
    • Pro comes at $49 per agent/month (billed annually) and $59 per agent/month billed monthly.
    • Enterprise comes at $79 per agent/month (billed annually) and $95 per agent/month billed monthly.
    The Omnichannel category offers the Growth Omnichannel, Pro Omnichannel, and Enterprise Omnichannel.
    • Growth Omnichannel starts at $29 per agent/month (billed annually) and $35 per agent/month billed monthly.
    • Pro Omnichannel comes at $59 per agent/month (billed annually), and $71 per agent/month, billed monthly.
    • Enterprise Omnichannel comes at $99 per agent/month (billed annually) and $119 per agent/month billed monthly.
    According to ITQlick expert cost research, Freshdesk is cost-rated at 1/5, which means it is a low-cost help desk software. The rating system considers this software rated 1-2 as low-cost and 4-5 as high cost.

    What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for Freshdesk

    What should you ask FRESHDESK INC. during a demo session? (65 questions)

    Schedule a demo with Freshdesk and access 65 must ask questions for the vendor while watching Freshdesk in action. Visit the vendor's website here.

    Is it the right software for you?

    Freshdesk is a help desk software that makes it fast and easy for businesses to delight their customers with quick support. Businesses seeking an easy path towards improving their IT, customer service, sales, marketers, and HR will find Freshdesk helpful.

    Customer support teams in industries like Manufacturing, Healthcare, Education, Banking & Finance, and Managed Service Providers are within the target industries of Freshdesk. Examples of customers who use Freshdesk are Hamleys, Big Bus, Pearson, Aramex, orderin, Bridgestone, Thai union, Decathlon, etc.

    List of categories

    Call Monitoring
    Banking CRM
    Call Center
    Casino CRM
    Complaint Management
    Customer Relationship Management
    Customer Loyalty
    Customer Service
    Customer Success
    Feedback Management
    Healthcare CRM
    Help Desk

    List of features

    Billing and Invoicing
    Customer Survey
    Email Integration
    Knowledge Base/FAQ
    LDAP/Active Directory Synchronization
    Multi-Site Support
    Rules/Workflows
    Scheduling
    Facebook Integration
    Twitter Integration

    Freshdesk Vs. Alternatives

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    Score
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    Score
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    $15 per user/month
    Functionality
    39
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    6.4/10
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    $97 per user/month
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    4.2/5
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    Integria
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    4.1/5
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    Pricing
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    $6,000 per year
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    Author

    Shlomi Lavi

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    Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.