Freshdesk Review: The Proven Strategy for Exceeding Customer Expectations! (February 2026)
Freshdesk Review: If you have been looking for the ideal software solution to help with customer service and self-service functionalities, then perhaps Freshdesk is the application for you. However, if you are looking for a sales and SaaS tool, then the Freshworks help desk may be the way to go.
In this Freshdesk review, we will address some important questions.
Is Freshdesk the best help desk solution? Are Freshdesk’s tools and features worth the cost of this platform? Who can benefit the most from the Freshdesk system, startups, small businesses, or enterprises? Read on to find out.
Table of Contents
Freshdesk Review: Is Freshdesk any good?
Here’s how we’ll go about things in this Freshdesk review. First, let’s give a very quick overview of whether Freshdesk is any good. The answer is yes, Freshdesk is pretty good. As part of the Freshworks products, Freshdesk has a solid reputation for being good, if not, great.
As a SaaS support service, Freshdesk is worth a try and is priced quite competitively compared to other similar SaaS support services. Below, you’ll see a table that clearly lays out all of Freshdesk’s plans and pricing, and we’ll also compare Freshdesk’s free plan with the paid versions. Then, we will go into more detail about what Freshdesk is and what Freshdesk tools are used for. Next, we’ll go over the pros and cons and opinions about Freshdesk’s customer service.
To conclude, we’ll be wrapping things up and giving our final definitive Freshdesk rating.
Freshdesk Pricing Plans
First of all, how much does Freshdesk cost? Let’s first review Freshdesk’s pricing:
| Freshdesk plans | Monthly price | Annual price | Check current Freshdesk price |
| Freshdesk Growth | $15 per user per month billed monthly | $15 per user per month billed annually | visit |
| Freshdesk Pro | $49 per user per month billed monthly | $49 per user per month billed annually | visit |
| Freshdesk Enterprise | $79 per user per month billed monthly | $79 per user per month billed annually | visit |
Unfortunately, when you check Freshdesk.com‘s pricing, you’ll find that there is no special Freshdesk pricing for nonprofits or charities. However, despite Freshdesk’s costs, it’s still a great customer support solution for nonprofits, and smaller organizations can take advantage of the free plan.
Freshdesk Free vs Paid: What’s the Difference?
A free version of the Freshdesk Support Desk is available. The free plan provides you with email and social media tickets, a ticket submission feature, a knowledge base tool, and excellent ticket trending reports, as well as robust analytics tools. You can also get a set of team communication and collaboration tools. Freshdesk’s free plan offers 24×7 customer support via email.
Some of the key features missing in the free version are advanced automation and workflow tools, collision detection, SLA management, and time tracking. You also get most of the good customization only with the paid plans. The basic paid plan includes 25×5 telephone customer support.
Moving up to the more premium packages, this is where you can get Freddy, the AI chatbot, custom roles and custom dashboards, customer segmentation, and custom journeys, SLA reminders and escalations, and a multilingual knowledge base. You can also add additional bot sessions and a field service module.
There is no free version of Freshdesk Omnichannel plans.
Freshdesk Overview: What is Freshdesk & What is Freshdesk used for?
So, after all this introduction, let’s ask the big question: What is Fresdesk.com?
Freshdesk is part of Freshworks, a suite of cloud-based enterprise software solutions. Freshdesk is Freshworks’ customer care, omnichannel communication, help desk, and self-service product. It can be a complete customer care solution or simply a set of help desk or contact center tools and functions.
Freshdesk modules can be divided into several parts. First, there is a comprehensive ticketing system. This allows users to open support issues called tickets, and provide support representatives with a variety of tools to quickly and accurately help users get solutions to their problems.
In addition, there are many features for collaboration and communication with the support team. These include tools such as shared ownership of incidents, collision detection between agents, team meetings to work together and exchange tips, linked incidents, and parent-child incident management, which integrates small incidents into large ones.
Freshdesk is committed to omnichannel support. You can offer customer support via email, phone, chat, and social media. You can also place a support widget on your website, which is ideal for e-commerce companies.
Support teams can leverage Freshdesk’s artificial intelligence capabilities to work more productively and agilely. Automation and workflows can handle ticket submission, intelligent ticket routing and assignment, time-triggered automation, event-triggered automation, and automated email routing.
In addition, Freshdesk is also useful as a self-service solution. You can set up AI-powered chatbots that automatically suggest solutions, and you can set up FAQs and knowledge bases that will be analyzed based on how popular or useful the articles are.
Finally, like any good SaaS, whether for sales, marketing, support, or SaaS, Freshdesk features powerful analytics and reporting. This includes customizable dashboards with preferred metrics and KPIs, curated and scheduled reports, and customer satisfaction ratings.
All of these great features and more are available with Freshdesk. Let’s take a look at some of the specific tools and features that we believe are incredibly beneficial and useful for any business or operation that needs to offer support and help desk options to their customers.
Freshdesk Features List
The main features of Freshdesk are:
1. Email Ticketing
Freshdesk provides you with an email account that can serve as a shared team inbox. This is ideal for managing tickets. Users can submit customer support issues to a general support team email and your team can collaborate on resolving the issue or making sure the ticket goes to the best representative for the job.
You can also receive automatic email notifications when new tickets are received, as well as send outgoing emails from this shared inbox account.
2. Omnichannel Support
To ensure the highest level of customer satisfaction, any help desk software and customer service ticketing system must offer its users support channels that are multichannel or omnichannel.
This should include email support, phone support, live chat customer service, social ticketing via social media messaging sites such as Facebook and Twitter, website support that includes self-service such as a knowledge base, and finally SMS support via WhatsApp.
3. Ticket Merging
Freshdesk is ideal for identifying multiple tickets that should be merged into a single issue for a single representative or team to help resolve. This functionality is useful when users are trying to contact multiple times or through different channels with the same customer queries, which could create more than one ticket for the same issue. Ticket merging can also help with collision detection between support agents.
4. Ticket Activity Histories
Like many SaaS systems, they offer you complete activity histories for every contact in your network. With the Freshdesk customer service ticketing system, you can access complete activity histories for each ticket. These activity histories can be displayed as a quick snapshot, but you can also drill down into the details.
5. Custom Ticket Fields
You can configure several fields to help organize your tickets. These include ticket priority fields, which help speed up response times, and which you can also choose whether or not to share with the customer.
There are also many ticket status fields, the standard ones being: open, pending, resolved, and closed, although custom statuses can also be added. Ticket fields can also be configured to direct ticket routing to the best department or representative. For ease of use, you can also use ticket templates.
6. Support Time Tracking
Freshdesk help desk software has the tools to monitor and track the amount of time you spend on each support ticket or customer service issue. This data can be automatically entered into timesheets and used to update help desk billing.
Time logging is also useful for customized analysis and reporting. This is not part of the free plan but is one of the more advanced features.
7. Canned Responses
You can leverage automation to use canned responses which are a great way to streamline self-service ticket handling. Free up time for your customer service team members by taking care of simple issues or support triage.
You can create and save a repository of canned responses, as well as set up custom responses for your users. Another way to describe canned response is the chatbot.
8. Ticket Communication
Your customer service agents can communicate with each other directly within a ticket. This is ideal for sharing notes and information about the customer or a specific problem. These notes that can be attached to tickets can be public or private. You can also add tags along with the notes to tickets to share more information.
9. Customer Segmentation
Personalization and customization are great ways to provide better customer service and a seamless customer experience. With Freshdesk, you can create customer groups based on certain categorizations.
Examples of categories include customer demographics, the industry they work in, the type of subscription plan they use, or their location. From these categories, you can set up customized support paths.
10. Simple Automation
Freshdesk offers something called one-touch scenarios. These are very simple and rudimentary workflow automation for standard tasks and activities. For example, approving a refund, which the agent can do with a single click and which will set in motion a series of tasks to complete the refund. Creating new one-touch scenarios is easy to use and requires no coding knowledge.
11. Advanced Workflows
There are many more options with Freshdesk for automation and workflows, all of which are easy to set up, modify and run. There are automations that run every time a new ticket is created. You can set up time-triggered workflows that trigger after a certain time, or there is also special event-triggered automation.
12. SLA Management
SLA stands for service level agreement and refers to the agreed amount of time a customer can expect their problem to be resolved by the helpdesk. These are advanced Freshdesk tools, which means they are not in the free version. There are service management tools with business rules, SLA reminders, and, most importantly, escalation emails for when SLA deadlines are approaching.
13. Self-Service
Giving your users plenty of options to help themselves is crucial to delivering great customer service to your team, but you need to make sure that self-service modules incorporate ease of use into their design. Freshdesk is ideal for this, with tools like Freddy, the AI-powered chatbot, and a help widget that you can put on your website or mobile app.
There are article templates you can use with a knowledge base and FAQ that feeds into metrics about which articles are most commonly viewed, and even a workflow builder to act as a moderator in your user forums. What’s more, the knowledge base, FAQs, satisfaction surveys, and ticket forms can be all multilingual.
14. Agent Productivity
There are many ways to keep your team motivated and productive, and Freshdesk is a great tool for these purposes.
There is collision detection between agents, a traffic cop that prevents a rep from responding to a ticket if there has been a new incoming communication from the user, occasional agents that can be asked for additional help, session replays that give agents a quick summary of recent activity, and other gamification features that encourage healthy competition between your reps.
15. Custom Roles
Not all agents are the same. There are novices, experts and managers, and sometimes it is necessary to assign different roles or permission levels to each representative.
You can choose roles such as account administrator, who has full control, normal administrator, who can configure roles but cannot touch things like billing information, supervisors, who can be both agents and administrators and run reports, and also normal agents. You can also configure your roles and permissions based on your experience and expertise.
16. Analytics & Reporting
Freshdesk can provide you with a variety of ways to measure customer satisfaction and the success of your customer service department. You can set up satisfaction surveys, reporting tools, and dashboards with real-time data on tickets, staff, groups, or ticket trends, as well as automatically schedule reporting.
17. Mobile App
All Freshworks products, such as Freshdesk, have dedicated mobile apps for iOS and Android. Some of the best features of the mobile version include an instant overview of all customer service activity, detailed views of every open ticket, and ticket prioritization features. You can also route tickets to the best reps, run your automation scenarios with a single click, and track and log ticket time.
18. Field Service Management Add-on
As far as native Freshworks add-ons are concerned, there is an excellent field service management add-on for Freshdesk. It handles field team management, appointment booking, time tracking and even a customer signature module.
19. Integrations
Freshdesk integrations are plentiful, starting with great interoperability with other Freshworks products such as Freshsales and Freshmarketer. Other native Freshworks integrations include apps like WhatsApp, Slack, Shopify, Salesforce, Microsoft Teams and MailChimp.
The more elaborate use of Freshworks Marketplace allows you to integrate Google products such as Gmail, Calendar and Contacts. Finally, there is an open API for further customization.
Freshdesk Advantages & Disadvantages
Here’re the advantages & disadvantages of Freshdesk:
Freshdesk Software Advantages
To start with some advantages of Freshdesk, the first thing to say is that Freshdesk scores big points for its ease of use. It is a very easy-to-use application, and you can learn the ins and outs of its tools fairly quickly.
The next plus point of Freshdesk is that there is a free plan. This is a simple set of tools ideal for startups and small businesses. What’s more, it’s very easy to upgrade once the free version gets a little too limited, and from then on, the price isn’t too bad either.
Freshdesk offers many advantages if you have a small e-commerce business. Most e-commerce customers want customer service delivered through the website or via chat, email, or even social media messaging. You can even easily set up a customer service portal, or run SLA management that allows you to set up your office hours for more accurate estimates.
Freshdesk Software Disadvantages
When considering the drawbacks of Freshdesk, one is often forced to make comparisons to other applications such as Zendesk, Zoho Desk or Sprout Social. The truth is that Freshdesk can compete with these other brands, it all depends on what you’re used to.
Another con of Freshdesk is related to some of its workflows and automations. First of all, you must subscribe to one of the paid premium packages to get the best out of these tools. The automation is incredibly efficient at taking over routine work from your brilliant human agents.
One last disadvantage for Freshdesk users is related to Freddy. Freddy is a fantastic tool, but you need the more expensive package to use it. Freddy includes most of the AI tools such as chatbot, auto-triage, social signals, canned response suggestions and a thank you detector. Freddy is not a disadvantage in itself, only its limited availability for startups and small businesses on a budget has some people complaining.
Freshdesk Complaints & Praise (from real Freshdesk customer reviews)
Now, it’s time to take a look at some of the Freshdesk reviews we can find online. These Freshdesk reviews are a combination of reviews from regular users, software reviewers, tech magazine writers, and other aggregated review websites.
Starting with the positive Freshdesk online reviews, many people agree with this reviewer that the ease of use is really praiseworthy. Most of the online compliments for Freshdesk often mention how good the knowledge base features are for providing good self-service to users. Finally, the positive reviews of Freshdesk are very supportive of the ability to incorporate social media messaging as part of an omnichannel support service.
Now it’s time to turn our attention to the negative Freshdesk reviews. Online reviews of Freshdesk that are less favorable have mentioned things like wishing there were more SaaS tools within Freshdesk, meaning they are upset that SaaS features are siloed in other Freshworks products.
Other negative online reviews of Freshdesk complain that some of the functionality can be a bit lacking, including summary applications, session replays, out-of-office scheduler, and approval workflows.
Finally, we should mention something about Allway Freshdesk. Allway.freshdesk.com is something that you may have encountered while searching for Freshdesk reviews online. You should be far away, Allway.Freshdesk is a scam.
Don’t go for this. Watch out. Tell your friends and co-workers. This is the type of scam where you open a support ticket but it’s not with Freshdesk, contrary to what you may be led to believe. You know this is a scam because they do not provide customers with ticket numbers or tracking numbers.
Review of Freshdesk Support
Let us enlighten you a bit on the wide world of Freshdesk customer support. First of all, as mentioned, on the free plan, there is email support all day all week for everyone. Starting with the paid plans, you get phone support 24 hours a day, five days a week.
Next, on the Freshdesk website, you will find a wealth of articles and tutorials to help you better understand the tools. This includes a video library and a Freshworks community where you can ask other users for advice.
Another option is to enroll in Freshworks Academy for advanced agent training, reducing the time you will need to learn how to use this customer service system. Of course, there is also a knowledge base and FAQ section for further self-service.
FAQ’s
Can Freshdesk integrate with other applications I use in my business?
Yes, Freshdesk offers a wide range of integrations with popular apps, such as Salesforce, Slack, MailChimp, and Google products like Gmail and Calendar. These integrations streamline workflows, allowing seamless data sharing between Freshdesk and other software you use.
Can I track the performance of my support team using Freshdesk?
Yes, Freshdesk provides robust analytics and reporting tools to track your support team’s performance. You can monitor ticket trends, staff productivity, and customer satisfaction ratings, and create customized dashboards with key performance indicators (KPIs) to make data-driven decisions.
What are the security measures employed by Freshdesk to protect sensitive customer data?
Freshdesk prioritizes data security and employs several measures to safeguard customer information. The platform adheres to industry-standard security protocols, including encryption for data transmission and storage. Freshdesk data centers are designed with redundancy and disaster recovery plans to ensure high availability and data protection.
Does Freshdesk provide phone support for all plans?
While the free plan only offers email support, all paid plans include phone support during business hours. This enables businesses to provide real-time assistance to their customers and ensures better overall customer satisfaction.
How can I get support for using Freshdesk effectively?
Freshdesk offers extensive support resources. You can access a knowledge base, video library, and Freshworks community for advice and tips from other users. Additionally, there is an option to enroll in Freshworks Academy for advanced agent training to enhance your team’s proficiency in using Freshdesk’s features.
Mike DaVinci HighTechBlogging.com
Mike DaVinci is a skilled content writer with a talent for storytelling. He specializes in creating captivating narratives that engage readers and leave them feeling inspired. His writing has been featured in various publications, including magazines, blogs, and business websites. Mike’s particular interest in human interest stories allows him to uncover the heart of any story and convey it to his readers in an emotional and authentic way. He believes that storytelling is a powerful tool for connecting with people and inspiring positive change in the world.
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