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Freshdesk Review (2024): Pricing, Pros & Cons

Efficient ticket management and amazing customer support. With Freshdesk, customer support is made easy as they over features that can empower customers and businesses.

Ease of Use

94%

Features

94%

Value For Money

94%

Customer Support

94%

Freshdesk

What is Freshdesk?

Freshdesk is a customer enagement solution powered by Freshworks, which helps businesses provide better customer support. This software enables businesses to otganize and improve the quality of their customer services and assist in effectively handling customers as the business grows.

It’s on the internet, so no need to install it on your computer. This is a excellent and cost-effective software which features are quite popular among online companies. Freshdesk offers a range of helpful features to engage customers, including a Omnichannel helpdesk, Collaborative team tools, Artificial Intelligence (AI) and chatbox functions, and many more.

Freshdesk assists your team in efficiently managing and handling tickets, which is time-efficient and minimizes repetitive tasks. Let’s learn more about this software here.

Freshdesk Company Details

Freshdesk is a software developed by Freshworks, led by CEO Girish Mathrubootham, headquartered in San Mateo, California, USA. Established in 2010, Freshworks boasts 5001 to 10000 employees.

Company Name: Freshworks

CEO Name: Girish Mathrubootham

Est Year: 2010

Employees: 5001-10000

HQ Location: San Mateo, California, United States

Girish Mathrubootham

Founder and CEO

Freshdesk Demo & Media

Freshdesk Top Features

Team Inbox

This features helps you easily monitor and handle support tickets from various channels using a single platform, simplifying your customer support tasks. One inbox for all.

Chatbot Powered by Freddy AI

This feature offers quick and accurate responses to customer queries, ensuring issue resolution with instant support using the Freddy AI Chatbot.

Customer Satisfaction Ratings

Understand customer feelings about your support through the satisfaction ratings, helping you track and improve customer experiences.

Freshdesk Collaborators

This feature lets you team up with specialists - either from inside or outside your company - to assist in solbing tough problems efficiently.

Intelligent Ticket Assignment

This feature assigns tickets to agents based on their workload, skills, or using the round-robin method to ensure efficient task distribution.

Automatic Email Notification

This feature provides customers and agents with automatic notification if there are any improvements or developments happening in their ticket.

Help Widget

This feature provides helpful solution to customers wherever they are - whether on website, mobile app, or in chat - enhancing their experience and support accessibility.

Customer Segments

This feature offers tailored customer support for individual customers by categorizing them base on their speicific needs, ensuring assistance and satisfaction.

Custom Objects

This feature offers tailored data management which easily creates and oversees custom objects, incorporating essential organization specifically to information directly within the Freshdesk platform.

Custom SSL certificates

This feature provides custom SSL certificates, allowing secure support domain or vanity URL for personalized and safe customer experience.

Pros of Freshdesk

Modern and user-friendly design, making it effortless for users to navigate through its features
Offers wonderful email and support issue tracking and organization
Simple yet powerful automation tools streamline support tasks effectively
Applications and add-ons provide excellent customization options
Effortlessly connects with other Freshworks products

Cons of Freshdesk

Limited automation capabilities and the complexity involved in setting up rules
Poor contact management and search functionality
Big difference in prices between its subscription plans

Freshdesk Pricing

Freshdesk offers four pricing tiers: Free, Growth ($15), Pro ($49), and Enterprise ($79), each with increasingly advanced features tailored to suit evolving business needs.

Free

Start Now

Integrated ticketing across email and social
Ticket Dispatch
Knowledge Base
Ticket Trend Report
Out-of-the-box analytics and reporting
Choose your data center location
Team collaboration
24x7 email support

Growth

$15/agent/month

Yearly Billing: N/A

Start Now

Automation
Collision Detection
1000+ marketplace apps
In-depth helpdesk report
SLA management & business hours
Custom Email Server
Custom Ticket Views
Custom ticket fields & status
Custom SSL
Easily track time spent by agents on tickets

Pro

$49/agent/month

Yearly Billing: N/A

Start Now

Multiple products
Includes up to 5000 Collaborators
Round-robin routing
Custom Roles
Custom objects
Custom Reports and Dashboards
Segment customers for personalized support
Customer journey
Canned forms
Manage versions in knowledge base

Enterprise

$79/agent/month

Yearly Billing: N/A

Start Now

Unlimited products
Sandbox
Easily manage agent shifts across time zones
Audit log
Skill-based routing
Knowledge base approval workflow
Flexible knowledge base hierarchy
IP range restriction

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User Reviews

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What Kind of Support Freshdesk Offers?

Freshdesk provides diverse product support options, including Email Support, Live Chat, Social Media Support, Forum & Ticketing, Tutorial Videos, Phone Support, and Premium Support, ensuring comprehensive assistance for users.

Email Support

Live Chat

Social Media

Forum & Ticket

Tutorial Videos & Documentation

Phone Support

Premium Support

Freshdesk FAQs

How to create a Freshdesk Account?

You can sign up for one on freshdesk.com by selecting the ‘Sign up’ option. The website will gather your contact details to create your new Freshdesk Trial Account.

How many customers can be added to an account?

Freshdesk allows you to add as many customers as you need to your account without any limitations.

How can my customers submit tickets from the portal?

In the customer portal, your customers can submit tickets using the “New Support Ticket” option. You can choose to make this option available to all users or only logged-in users in the User Permission settings under Admin -> Channels -> Portal -> Settings.

How to use email signatures in Freshdesk?

Agents have the ability to add signatures to tickets, which are automatically included in any ticket reply they send. You can enhance your content with images, links, and basic formatting like bold or italics, but HTML content isn’t supported for signatures.

Can non-logged in users to view tickets on portal ?

Users have access to public ticket URLs, allowing them to view tickets without logging in. These URLs can be included in email notifications and ticket replies using placeholders.

Platforms Supported

Review Method

At BeginDot, we go through each product in detail so that we can prove the most authentic information to our audience. We try the products, go through documentation, do research in user sentiments before adding our final recommendation.

Affiliate Disclosure: BeginDot is reader-supported. When you buy through links on our site, we may earn an affiliate commission.

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Freshdesk Review (2024): Pricing, Pros & Cons

What is Freshdesk?

Freshdesk Company Details

Freshdesk Demo & Media

Freshdesk Top Features

Pros of Freshdesk

Cons of Freshdesk

Freshdesk Pricing

Freshdesk Price Comparison

Freshdesk Alternatives

Salesflare

Jobber

Salesforce Service Cloud

User Reviews

What Kind of Support Freshdesk Offers?

Freshdesk FAQs

Platforms Supported

Review Method

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