Freshdesk Review - why 4.5 stars?

Shlomi Lavi / updated: Mar 09, 2022

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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.

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Who is it best for?

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.

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 is the actual cost?

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.

ITQlick pricing score is 2 out of 10 (10 is most expensive). Access ITQlick pricing guide for Freshdesk. You can also find here pricing information from Freshdesk's website.

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.

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
• There is no mobile suitable screen for submitting tickets
• Freshdesk does not support phone call integration, although Facebook and Twitter access is available
• Tickets can’t be navigated based on search results (this issue will be eventually resolved, as promised by the company).

How it stacks up?

Access a head to head analysis of Freshdesk vs alternative software solutions.

Frequently Asked Questions (FAQs)

Is Freshdesk right for you or your business?

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.