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Freshdesk Reviews
61 reviews
Save BIG on
Freshdesk
Save up to $20 on Freshdesk
Freshdesk
Used by 386 members
14 days free
Save up to $20 on Freshdesk
Save BIG on
Freshdesk
- 01 Is Freshdesk any Good? My expert Review
- 02 Pros and cons from reviewers
- 03 Main features
- 04 How Freshdesk compare to similar software?
- 05 Who is Freshdesk best for according to our reviewers?
- 06 Freshdesk Reviews
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01 Is Freshdesk any Good? My expert Review
From all my use of Freshdesk, I have found it to be a tough and simple platform to support better service for customers. For instance, I worked with a medium-sized eCommerce company that was experiencing growth, and it needed to handle the increase in customer inquiries. The team was able to learn the simple interface quickly and begin working promptly, which helped reduce response time and customer satisfaction improved. I have seen Freshdesk help smaller start-ups that had to make the most of limited resources and funding. They were able to turn around their small investment of time and money quickly and it was simple to implement Freshdesk, so they could setup their professional support system in a few days, instead of weeks or months. It allowed their small teams to feel more comfortable and agile working through tickets instead of spending more time and energy preparing to work with other team members.
The only negative that I can recall is that they can be limited in the flexibility of customizability at times. I ran into limitations when working with a boutique software company which had specific workflow cases. We basically had to customize our use of Freshdesk to match what we needed in terms of workflows. Ultimately we came up with a 'hack', it would still have been nice to have a little more flexibility! I also ran into some trivial aspects of the implementation, although they seemed to be temporary. The contact that I did have with Freshdesk support, most of the issues were resolved fairly quickly.
Overall I would recommend Freshdesk as a reasonable solution. It is simple to learn and use, it is inexpensive, it has features that allow for task tracking and management. The only drawback of customizability and a, very rare, issue with functionality, and I see that the value added from Freshdesk is at least improving the communication channels and service expectation for different companies and scenarios.
02 Pros and cons from reviewers
Pros from reviewers
-
Enhanced communication and collaboration
Freshdesk facilitates better communication and collaboration within teams, ensuring consistent communication and reducing missed communications -
User-friendly interface
Freshdesk offers a clean, user-friendly interface that's intuitive for both request submitters and the responding support team, making it easy to understand and use -
Efficient task management
Freshdesk promptly notifies users of new tasks and its light platform allows for quick and reliable work, making task management more efficient -
Affordable pricing
Freshdesk's pricing is affordable, even providing free usage for fewer than 10 users, making it an accessible tool for all staff. -
Improved customer satisfaction and support
Freshdesk has been instrumental in increasing customer satisfaction and improving customer service and support, as it provides a variety of features such as ticket management, scheduling, sales pipeline management, lead management, and more
Cons from reviewers
-
Limited customization
Some features in Freshdesk are less customizable and challenging to adapt to specific needs, limiting the software's flexibility to cater to unique business requirements -
Limited remote access and control
The remote access and control feature is not as robust as some users would prefer, potentially hindering remote work efficiency -
Complex licensing model
The recommended license model can be complex and involve a mix of different license levels and day licenses, making it difficult to manage and potentially expensive -
Poor customer support
Some users have reported slow and unhelpful customer support, including slow response times and bot-generated solutions, which can lead to frustration and unresolved issues. -
Occasional glitches
Some users have reported occasional glitches in the system, which can disrupt workflow and productivity
Freshdesk
Customer service software to optimize your client communication
14 days free
Save up to $20
03 Main features
Starting Price
Free Plan
Opt for multi-channel support
Optimize ticket management
Enhance customer satisfaction
Give users autonomy
Ensure team collaboration
More details about Freshdesk plans
Starting Price
$18
/ user / month
Free Plan
Yes
Opt for multi-channel support
Optimize ticket management
Enhance customer satisfaction
Give users autonomy
Ensure team collaboration
Freshdesk
Customer service software to optimize your client communication
14 days free
Save up to $20
04 How Freshdesk compare to similar software?
Freshdesk was created by the team at Freshworks specifically for teams that need to run repeatable processes for support such as intake, classification, assignment, escalation and closure. Freshdesk’s workflows are designed around the outcome metrics of SLA compliance, management of the backlog and throughput of agents.
In 2019, the development of AI, known as “Freddy,” was added to the help desk layer in Freshdesk. With this addition, Freshdesk can now automate a lot of the repetitive tasks in support. Some examples of these types of automation include auto-tagging and routing tickets, suggesting responses and recommending self-service options to customers, all of which can reduce the volume of requests from the end user.
Intercom is a customer service suite centered on messaging. Intercom is made up of a help desk and AI powered support along with a messenger first experience allowing for real-time conversations, automated solutions and proactive outreach. Intercom has positioned...
Freshdesk
Used by 386 members
Customer service software to optimize your client communication
14 days free
Save up to $20
Intercom
Used by 3194 members
Strengthen relationships with your customers with an online messaging system.
1 year free on the Advanced plan (300 monthly Fin resolutions included)
Save up to $3,108
Both customer service management tools are high-performance SaaS solutions with a proven track record in the software market. Each platform has its own strengths, weaknesses and relevant features. For this reason, it's difficult to identify a single factor that differentiates Freshdesk and Zendesk. However, the main difference certainly lies in the target audience of each tool. Indeed, while Zendesk is the platform of choice for large companies or start-ups with substantial budgets, Freshdesk is the tool of choice for small businesses or teams with limited budgets.
Freshdesk is the easiest platform to get to grips with. Its pleasant, intuitive interface can be picked up quickly by all types of user. This makes it ideal for small businesses that don't necessarily have strong technical expertise in this type of SaaS software. What's more, this tool offers a free price plan. This is perfect for getting an initial idea and testing the platform without incurring costs during the trial...
Freshdesk
Used by 386 members
Customer service software to optimize your client communication
14 days free
Save up to $20
Zendesk
Used by 2597 members
Create a customer success support suite that is accessible and available to your customers at all times.
6 months free (with AI Agents and Copilot)
Save up to $50,000
Both Freshdesk and Help Scout are popular helpdesk platforms with dedicated user bases, but several key differences can guide you in selecting the right one for your business. One of the most significant differences lies in their pricing models. Freshdesk offers a range of pricing tiers, including a free plan for small teams, but charges per agent for its more advanced features. This model is beneficial for businesses that need access to a wide array of tools and don’t mind paying for each support agent. In contrast, Help Scout also charges per user but offers more straightforward pricing with all plans including core features like live chat and a knowledge base, making it potentially more cost-effective for teams focused on delivering personalized support without needing numerous add-ons.
If you’re considering a free helpdesk solution, it's essential to compare the free plan offerings of Freshdesk and Help Scout. Freshdesk’s free plan includes email and social ticketing, knowledge...
Freshdesk
Used by 386 members
Customer service software to optimize your client communication
14 days free
Save up to $20
05 Who is Freshdesk best for according to our reviewers?
-
Businesses with High Client Interaction
Freshdesk is suitable for businesses dealing with high volumes of client requests, offering features like alerts in team mailboxes and the ability to add notes within the team. However, some users have suggested improvements in the Satisfaction Survey feature -
Non-profit Organizations
Freshdesk has been beneficial for non-profit organizations, particularly in managing customer emails and enhancing customer experience. However, the licensing model can be complex and potentially expensive -
Small Tech Start-ups
Freshdesk is a cost-effective solution for small tech start-ups with lightweight requirements, offering a range of support desk features such as ticket management, scheduling, and project planning. However, some users have reported issues with formatting, integration, and customer support -
Customer Service Teams
Freshdesk is ideal for customer service teams, providing a user-friendly interface, automation of tasks, and a boost in customer satisfaction. However, some users have found the customization options challenging and have experienced occasional glitches -
Businesses Seeking Scalability
Freshdesk is excellent for businesses seeking scalability, as it grows with your business and offers easy setup and automation. However, some users have found the pricing steep as their teams expand.
Freshdesk
Customer service software to optimize your client communication
14 days free
Save up to $20
06 Freshdesk Reviews
Freshdesk rating
Freshdesk Reviews
-
Alverta Howell
Omnichannel Support + Knowledge Base in One Place (Extended Trial via Joinsecret)
Freshdesk has been reliable for managing customer support at scale, especially with omnichannel support and the knowledge base in one place. Our team started with an extra 14-day access offer we found through Joinsecret, which was useful because it gave us enough time to test workflows properly before committing
May 30, 2026
-
Vida Donnelly
Collision Detection + Canned Replies for Consistency
What I like most about Freshdesk is the ticket collision detection and canned responses, because they cut down duplicate replies and help newer agents stay consistent. The mobile app is decent too, even if I still prefer handling bigger queues on desktop
May 25, 2026
-
Al Welch
Dispatch’r Rules & Scenario Automations Proven in the 14-Day Trial
The dispatch’r rules and scenario automations are where Freshdesk shines for a small team, and with the 14 days free through Joinsecret we could safely experiment with routing logic before rolling it out to everyone
May 19, 2026
-
Bart Mayert
Joinsecret Trial Migration with Better-Than-Expected History
We used the 14 days free Joinsecret offer to run a mini migration from our old shared inbox, and the import plus tagging let us keep historical context better than expected, though cleaning up old categories still took some effort
May 11, 2026
-
Deandre Corkery
Multilingual Portals with Solid Branding
Multilingual support and separate portals worked well for our EU customers, and the portal branding options were decent so it didn’t feel like a generic helpdesk page
May 4, 2026
-
Sandee Bauch
Mobile App Built for Clean On-Call Handoffs
The mobile app is surprisingly usable for on-call coverage, and being able to add private notes and reassign quickly has helped keep handoffs clean between shifts
April 28, 2026
-
Damon Schmitt
14-Day Joinsecret Trial That Validated Core Workflows
We tried it using the 14 days free deal we grabbed through Joinsecret and that was enough time to test real workflows like round-robin assignment and canned responses, and it made the decision pretty straightforward
April 19, 2026
-
Deanne Larkin
Slack & CRM Integrations That Speed Up Routing
The integrations have been the biggest win for us: linking Freshdesk with Slack and our CRM means tickets get routed faster and we can see customer history without jumping tabs
April 13, 2026
-
Eleanor Rempel
Reliable Ops Reporting (with Minor Dashboard Limits)
Reporting is solid for day-to-day ops, especially filtering by group and priority, though I wish a few dashboards were more customizable, still it’s been reliable for weekly review meetings
April 6, 2026
-
Dalton Stark
Unified Email/Chat Tickets with SLA Safeguards
We run support across email and chat, and the unified ticket view keeps context in one place, plus the SLA timers and reminders stopped a lot of “oops we missed that” moments
March 28, 2026
Start saving on the best SaaS
Secret has already helped tens of thousands of startups save millions on the best SaaS like Microsoft Teams, Google Workspace & many more. Join Secret now to buy software the smart way.