There is no doubt that Freshdesk is a good option if you are looking for an affordable cloud-based solution with a variety of features to provide excellent customer support. Freshdesk also provides numerous customization options, varied pricing plans and can be tailored to specific business needs.

However, is Freshdesk the best help desk for your business? In this post, we will do an in depth Freshdesk review to help you make the right decision.

FreshDesk Pros and Cons

PROS

CONS

  • Easy to set up and administer the helpdesk
  • Extensive customization options
  • Plenty of options for analytics and insights.
  • Pricing is competitive for the amount of features that you get.
  • Variety of support submission options
  • Limited automation options
  • The majority of the features require an upgrade to a higher pricing plan.

Fresh Desk Pricing and Features

Pricing and Plans (Rating ⭐ 4.56/5, 66 reviews)

Pricing and Plans

Freshdesk provides six paid packages as well as a free version with limited support capabilities. They also offer a 21-day free trial with full access to all features.

Here are the different plans: 

  • Free – Email ticketing, Knowledge Base, Team collaboration
  • Growth plan at $15/agent/month – Everything in Free, Automations, SLA, Agent Collision etc.
  • Pro plan at $49/agent/month – Everything in Growth, Custom roles, Team Dashboards etc.
  • Enterprise plan at $79/agent/month – Everything in Pro, Sandbox, Skill-based Ticket Assignment etc.

Omnichannel Plans:

  • Growth plan at $29/agent/month – Email, Social, Messaging, 2000 Bot Sessions/month etc.
  • Pro plan at $59/agent/month – Everything in Growth, custom reporting & analytics, 3000 bot sessions/month etc.
  • Enterprise plan at $99/agent/month – Everything in Pro, Sandbox, 5000 bot sessions/month etc.

Freshdesk pricing is based on the number of agents. So, keep this in mind when budgeting for a customer support system like Freshdesk. Fresh desks’ plans all include essential features such as email ticketing, knowledge base, team collaboration, social ticketing, etc. However, the basic free plan might not be adequate for handling most of your customer support needs.

Check out the pricing here- Pricing Details

As a small startup, we couldn’t afford Salesforce prices, so we really appreciated reasonable pricing and a solid free version of Freshdesk. Later on, we discovered that they offer a set of tools like chat or even CRM. That’s a great benefit.

⭐ 4/5, Olga B

This system has a great pricing model and allows for future expansion. Also, the freshworks suite is getting better and better. I can’t say enough good about the company overall.

⭐ 5/5, Jeremy G

Interface and Customization (Ratings ⭐ 4.54/5, 340 reviews)

Interface and Customization

No matter how many comprehensive features Fresh Desk has, they are useless if the platform is difficult to navigate and use. We discovered that the main interface appears clean at first glance, and your agents will most likely have no trouble locating important features. Everything is well organized in the left bar, and if you need something, just type a few keywords into the search bar, and it will be found.

The most helpful aspect of Freshdesk is keeping track of all customer questions that can easily get lost in an email inbox. The backend interface is easy to use and allows you to assign team members to respond to specific questions. I am newer to using Freshdesk but have been very quickly sold on the benefits for both me and my team.

⭐ 5/5, Rebekah B

“Freshdesk is a tool that allows us to efficiently manage customer service. It allows you to register and prioritize incoming queries from various channels -phone, chat or mail- and automates the assignment of tickets to agents.

The user interface is attractive and intuitive. Customization features allow us to tailor the system Freshdesk the workflow. Reports collect data that help us determine problems and information regarding the flow of tickets in periods.”

⭐ 4.5/5, User in Consumer Goods

The platform also supports numerous integrations, the most popular of which include apps such as Zappier, Shopify, Twitter, Salesforce, and Gmail. If your favorite service does not yet have an integration, you can build one with the new Freshdesk SDK.

Ticket Management (Ratings ⭐ 4.49/5, 730 reviews)

Ticket Management

Freshdesk provides an easy-to-use yet powerful ticketing system that allows your customer service representatives to collaborate in real time.

The platform provides multi-channel capabilities for collecting and organizing support tickets from various channels such as email, phone, live chat, social media, etc.

A load of features in one platform. We use Freshdesk for ticket raising, creating and maintaining knowledge inventory, adding/editing new clients and POCs for the clients. The most commonly used section is the knowledge inventory and it works like a charm. The UI is like WordPress and makes entering content with graphics really easy. The ticketing system is also very convenient and adding comments helps in keeping track of the conversation in an issue for which a ticket has been raised

⭐ 4/5, Adrit L

The Collision Detection feature in Freshdesk prevents multiple agents from working on the same ticket by displaying who is viewing and responding to it.

In addition to Collision detection, Freshdesk includes a Traffic Cop feature to prevent duplicate replies or replies that do not take recent developments into account. A standout feature is the dynamic queue prioritization, allowing you to assign tickets based on various conditions.

Supporting our clients has been significantly improved. We can now easily keep track of all of our support requests and prioritize them. It has helped us to avoid two team members working on the same project with their agent collision system. It allows us to create a self-support desk with our most commonly requested support issues. Any challenges we have run into with implementing this system their support team has been available to help get us over the goal.

⭐ 5/5, Patrick C

If you need more automation capability, Freshdesk even increases efficiency by automatically scanning all of your tickets every hour to see if an update or alert is required. (Included in Growth, Pro, and Enterprise plans)

Reporting and Dashboard (Ratings ⭐ 4.44/5, 262 reviews)

Reporting and Dashboard

There’s no doubt that Freshdesk comes with a ton of reports to give you a complete picture of your support performance. Even though the platform provides numerous ways to track various metrics, the best part is that Freshdesk allows you to customize and build your reports exactly how you want them.

I like best the report system. From Helpdesk Analysis, Productivity Reports, and Customer Happiness or the Satisfaction Survey. They have great customer support, both chat and email. It is flexible. Has multiple products portal. Very easy to configure and set up. All-in-one Support Platform.

⭐ 5/5, Christine M

This platform has a report creation system that provides varied and good options for the management of support tickets. We like its variety of sources when writing messages, and that the quality of its voice mail function is high.

⭐ 4.5/5, Maria M

Freshdesk also allows you to manage and control your helpdesk from your personalized dashboard. Snapshots allow you to view data that is relevant and useful to you, providing you with immediate actionable insights.

Live Chat (Ratings ⭐ 4.54/5, 311 reviews)

Live Chat

With Freshdesk, you can set up a smooth messaging interface for your customers, allowing them to communicate and respond at their own pace. You can do this by integrating the messenger into your website, mobile SDK, and in-app. Keep your workflow streamlined with features to categorize conversations into topic-based channels, email, desktop, and push notifications, unlimited chat history, canned responses, etc.

It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient.

⭐ 4.5/5, Camila B

Freshdesk’s AI system interacts with customers via any channel 24/7 and delivers a relevant answer from the knowledge base. The platform offers automated resolutions, reduce handling time, digitize Interactive Voice Response System (IVRs), and increase Customer Satisfaction (CSAT) by inducing canned responses to common questions. 

“I would use Freshdesk for its ease of use and company direction at making automation the future of support. Self service is trending up, and without proper AI and automation your clients perception of your support could be affected negatively. Freshdesk allows your support process to scale easily.”

⭐ 5/5, Ryan B

If you’re looking for some key customer service features like LiveChat, Freshdesk plans tend to get a bit more expensive, but you have a 30-day free trial before committing to a paid plan. 

Marketing Features (Ratings ⭐ 4.75/5, 24 reviews)

Marketing Features

Freshdesk is not a marketing tool per se, but its marketing features are not to be overlooked. For example: With the live chat messenger, you get to reach out to visitors and customers proactively with campaigns. The platform comes with features such as omnichannel communication, customizable email templates, customer segmentation, etc.

Another option is to use third-party marketing integrations, such as Mailchimp, Freshsales, Hubspot CRM, and so on.

The main benefit is that all our ticket section is backed up in the cloud, the customer support analysis data can be accessed from the company’s business accounts and finally, the embedded marketing solutions of Freshdesk makes it possible to create marketing paths like email marketing, SEO, etc.

⭐ 4.5/5, Leonard H

We provide our customers with a tracking platform that helps users track their digital marketing efforts. Things can get complicated quickly. Freshdesk helps us log and catalogue issues with an efficient escalation process to the proper departments.

⭐ 5/5, Zachary T

So, while Fresh Desk can handle basic marketing tasks like email outreach, it is unlikely to meet most marketing needs. If you’re looking for advanced marketing automation features, unfortunately, Fresh desk is not the platform for you.  We recommend looking into customer interaction/automated marketing software such as Helplama Helpdesk.

Bottom Line

Freshdesk is clearly a popular choice to opt for, especially considering the platform’s wide array of features, making it an excellent choice for small and medium-sized businesses. However, the fact that most of its extended features require an upgrade to the highest pricing tiers cannot be overlooked. We hope this article compared to other Fresh desk reviews cleared up some questions and made it easier to make a decision. 

Also, if you’re just getting started with helpdesk systems and want to make it easier for your support reps to provide the best service possible, the Helplama Helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.

So, what are you waiting for?

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