Freshdesk Review – Customer service software by Freshworks

In this Freshdesk review, you'll find more information about its features, pricing, pros and cons and why you should consider using it.
9/10 (Expert Score)
Product is rated as #5 in category Help Desk
9Expert Score
Delight your customers with effortless customer service

Freshdesk is a popular cloud-based customer service customer enabling businesses of all sizes to provide excellent customer support. It converts social, chat, phone, web, and email requests into tickets. It then unifies a ticket resolution across various channels.

Customer support
Value for money
Ease of use
  • Simplified Customer Experience
  • More Automation and Context
  • Speed Up Customer Service
  • Reduce Repetitive Tasks
  • Blend of Conversational Experiences
  • More Effective Phone Conversations
  • Ease of Use
  • Complex Business Scenarios Support Limitations
  • Expensive
  • Too Many Unnecessary Features
  • Extended Features Need an Upgrade to Higher Pricing Tiers

Are you looking for a powerful CRM that offers reliable phone support, live chat, and email ticketing for your customers? Then, you might like to consider Freshdesk.

Read further to learn more about Freshdesk, in our review we will detail its features, pros and cons with our rating, and a conclusion about why you should use it.

Click on “open” if you want to see exactly what we will talk about in the rest of this article.

Quick Overview

What is Freshdesk?

Freshdesk is made by Freshworks and delivers a vast range of features to provide customer support as easily and quickly as possible. This small business-oriented platform does an incredible job at minimizing friction on the customer’s part on multiple fronts. Plus, it comes with more advanced features, including multiple touchpoint channels and gamification.

With Freshdesk, you can measure metrics, manage SLAs, provide self-service, and automate workflows. In short, staying on top of all things customer support is much easier. This software offers field service management, predictive support capabilities, and an AI-powered support chatbot.

Freshdesk specifications

FeaturesLive chat
Best suited forSmall businesses, Mid size businesses, Large enterprises
Website languagesMultilingual
Website URLVisit official website
Support linkSupport page
Live chatNo
Company address2950 S. Delaware Street, Suite 201, San Mateo, CA 94403
Year founded2010


Freshdesk pricing: How much does Freshdesk cost?

Freshdesk starts from $0 to $69 per month and you can save some money if you pay yearly. However, you can try for free during 21 days!

Pricing rangeFrom $0 to $69 per month
Pricing typesAnnual subscription / Monthly subscription
Free planYes
Free trialYes, 21 days
Money back guaranteeNo
Pricing page linkSee plans

Freshdesk pricing plans


Freshdesk offers three pricing tiers: Growth, Pro, Enterprise. We are not sure about the pricing, they show 2 different pricing on 2 different URLs.

Growth Plan

This Freshdesk plan is available at $15 per agent monthly. The plan adds traffic cop functionality and collision detection that help prevent agents from responding without seeing the latest ticket information or responding to a similar ticket. Other features include Freshworks Marketplace integrations, basic SLA management, custom ticket views, and advanced workflow and automation.

Pro Plan

The pro plan is available at $39 per agent monthly. It offers a customer 360 tool, escalation emails dedicated to SLA violations, canned forms, customer satisfaction surveys, ticket templates, and time tracking. These features enable you to view the knowledge base articles that your customers have viewed as well as information you have previously captured regarding your customers in previous tickets.

Enterprise Plan

This plan is available at $69 per agent monthly. It comes with Freshdesk’s AI engine called Freddy, multiple products support, dynamic ticket forms, multiple SLA policies, shared ticket ownership, advanced ticket assignment methods (load-balanced and round-robin), and customized satisfaction surveys support. Freddy serves as a one-stop shop for bot-oriented customer touchpoints integration, like smartphone-based IVR systems and bot-powered voice chat.


Freshdesk features: What can you do with it?

In this Freshdesk review section, you will discover the different features of the software, including:

Contact Center, Messaging, Support Center 

This software is split into three modules:

  • Contact Center
  • Messaging
  • Support Center

Contact Center

Freshdesk Contact Center

Formerly called Freshcaller, Contact center is a voice-over-IP (VoIP) service enabling businesses to answer incoming phone calls from their customers. This service supports agents in over 90 countries. If you already have a carrier, it allows you to carry your own. This feature automatically records and transcribes calls and lets agents switch phone calls to live chat.


Freshdesk Messaging

Messaging is formerly called Freshchat and allows businesses to deploy automated chatbots across their websites, WhatsApp, Apple Messages, Telegram, Facebook Messenger, and mobile apps. This chatbot service offers support tickets where incoming messages are directed to the shared inbox for a smooth collaboration among support teams.

Support Center

Freshdesk support center

The Support Center is responsible for customer support tickets and enables you to set up ticketing across platforms, such as social media, apps, websites, and more. Teams can split tasks to answer complex requests more quickly and even share tickets with other teams. New tickets can go to an individual and shared inboxes for improved collaboration.

Freshdesk Arcade

Freshdesk Arcade

Freshdesk comes with a gamification feature called Freshdesk Arcade, a famous add-on that helps customer service agents get rid of boredom. This feature is one of the unique offerings of Freshdesk. It offers leaderboards dedicated to ticket resolution as well as badges for agents who complete unique tasks.

One of the best things about this feature is that you can customize it. That way, you can figure out the point values deducted or given for various events, like issues resolved within a period determined by the SLA, ticket resolution within an hour, and late point deductions for resolutions.

Customizable Dashboard

Freshdesk Customize Dashboard

Unlike other customer service software, Freshdesk allows you to configure the dashboard to display the most important information. The easy-to-customize dashboard offers a mixture of numeric data and graphics, allowing you to see the tickets in the queue for a specific user and even time slice trends that show the kind of issues customers call about most.

Templating Capability

Freshdesk Templating Capability

If you wish to reduce the time to respond to frequently asked questions, canned responses are an effective solution. Fortunately, Freshdesk offers a templating capability, allowing you to pre-fill information according to previous interactions with a particular customer.

Field Service Management and Two-Factor Authentication

Freshdesk Field Service Management

Freshdesk provides new features: Field Service Management and two-factor authentication.

With Field Service Management, you can manage service technicians out in the field to visit customers on-site. Your field technicians will stay in touch on mobile devices since this feature matches their names with the scheduling tool running on Android or iOS.

As for the two-factor authentication, it adds an extra layer of security. This feature also works via QR code on iOS or Android devices.


Freshdesk review: Why you should use it?

Overall, Freshdesk is a reliable and top-notch quality CRM software that will help your business set up a comprehensive and efficient customer support center. It includes chatbots and automation with higher-tier plans.

It also supports live chat, phone calls, and email ticketing. This software works well across all the channels a business operates on. Since it is well-organized, your agents can immediately start chats and answer tickets.

 What are the advantages of Freshdesk?

Simplified Customer Experience 

With Freshdesk, you can delight your customers effortlessly. It allows you to simplify each customer experience. The software also lets you put customers in control by providing them the necessary support in the channel of their choice.

More Automation and Context 

Freshdesk will help make your agents customer champions. It offers you an opportunity to give your agents more automation and context to provide the next-best action and proactively understand customer needs.

Speed Up Customer Service 

Freshdesk is effective at skyrocketing the speed of service. That way, you can provide your customers with remarkable service. Most users have improved their productivity in under three months.

Reduce Repetitive Tasks 

The software provides the most intuitive support in multiple channels. It will help you reduce repetitive tasks to save time. It allows agents to resolve customer issues and inquiries as quickly as possible with knowledge from a unified platform and workforce automation.

Blend of Conversational Experiences 

You can impress your customers with seamless transitions and the availability of their channel of choice. The software lets you integrate conversational experiences, such as mobile, web, live chat, and contact center support.

More Effective Phone Conversations 

This software will connect your customers to the right expert for more effective phone conversations. Every agent is backed by guided resolution and a 360-degree customer view to enhancing overall call productivity. The software’s powerful routine engines help minimize call waiting times while gaining smarter escalations.

Ease of Use

If you are looking for an easy-to-use customer support platform, Freshdesk is the right product for you. Even if you do not refresh the page, it sends updates. The app and the ability to be linked to teams ensure that you stay on top of tickets even when far away from desks.

Freshdesk Review – Customer service software by Freshworks
Freshdesk Review – Customer service software by Freshworks

Freshdesk Review
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9 / 10