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
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: May 01, 2021

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What is Freshdesk?

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations. Ticketing helps the track customers’ conversations by turning them into tickets. The collaboration tool helps the user collaborate with team members from across the organization.

The self-service portal enables the customers find solutions faster and empowers agents with the right knowledge. Automations help the user streamline the help-desk and support process. Reporting and analytics enables the user generate reports that can help the track help desk productivity, customer experience and make data-driven decisions.

Freshworks was founded in 2010 in the US as Freshdesk and rebranded as Freshwork in 2017. It has made user to deliver better customer service.

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 are Freshdesk's typical customers?

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?

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 is easy to use – upon set-up you can already work with it in just a couple of minutes
    • With this web-based customer support software, users can enjoy the convenience of not having to maintain a server and get constant updates of recent functionalities
    • Freshdesk is highly customizable in terms of functionality and integration, allowing great flexibility
    • 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)

    • For now, Freshdesk doesn’t have features on contract customers which could be helpful for some business since they can be warned if contracts are up
    • One of this solution's downsides, although minimal, is that emails can’t process first names easily

    Who are their main alternatives?

    The two main competitors of Freshdesk include Salesforce Essentials and Live Agent. Salesforce Essentials is a cloud based help-desk solution that offers customer service, marketing automation, analytics and application development as integrated services just like Freshdesk.

    Salesforce Essential is a product of Marc Benioff and it was founded in 1999 and based in San Francisco, California whereas Freshdesk is a product of Freshworks which was founded in 2010 and based in the United States. Salesforce Essentials offers support online and during the business hours but Freshdesk offers support services online and via a 24/7 live rep.

    Live Agent is also a cloud based call-center solution which is similar to Freshdesk. Both Live Agent and FreshDesk are offered in English language only. LiveAgent was founded in 2004 by QualityUnit in Slovakia but Freshdesk is a product of Freshworks which was founded in 2010 and based in the United States.

    Both Freshdesk and LiveAgent caters to medium, large and small enterprises.LiveAgent offers support online and via a 24/7 live rep while Freshdesk offers support services online and via a 24/7 live rep.

    What is the cost of Freshdesk?

    The cost of license starts at $15 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? 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 Service is ideal for businesses of all sizes including small, medium and large enterprises. It caters to multiple industries since all industries including construction, retail & consumer, healthcare, ecommerce and education and more.

    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
    Facebook Integration
    Twitter Integration

    Freshdesk Vs. Alternatives

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    $6,000 per year

    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.