Freshdesk
4.3
8,337

Not Claimed

Freshdesk is a cloud-based customer service software that helps businesses of all sizes provide excellent customer support. It converts requests from various channels into tickets and offers features like automation, self-service, SLA management, and metrics measurement. Freshdesk also includes an AI-powered chatbot, predictive support, and field service management. Over 50,000 customers, including Hugo Boss, Toshiba, and Cisco, trust Freshdesk for faster and easier customer service.
Developer
Freshworks
Category
CRM
Suitable for enterprise
Startups、SMEs、Enterprises
HQ Location
San Mateo, CA
Year Founded
2010
Number of Employees
7,203
Strengths
  • Ease of use

    Intuitive interface and simple setup

  • Customization

    Flexible and customizable to fit specific business needs

  • Automation

    Automated workflows and canned responses save time and increase efficiency

Weaknesses
  • Pricing

    Pricing can be expensive for larger teams or enterprise-level features

  • Reporting

    Limited reporting and analytics capabilities

  • Integration

    Limited integration options with other software and tools

Opportunities
  • Opportunity to expand into new markets and industries
  • Opportunity to form partnerships with other software providers
  • Opportunity to incorporate AI and machine learning for improved automation and customer insights
Threats
  • Intense competition from other help desk software providers
  • Increased focus on data security and privacy may impact customer trust
  • Economic downturns may impact customer spending and adoption of new software

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Review Distribution

  • 👍
    High - rated users

    Freshdesk provides a user-friendly interface for organizing and managing customer support requests and messages. The platform is extremely configurable, enabling businesses to develop and automate operations to boost productivity and save time. Freshdesk offers a variety of connectors with different applications, making it simple to incorporate into your existing workflows. The reporting and analytics capabilities of the platform provide businesses with useful insights into customer support patterns and enable them to make data-driven decisions.Freshdesk's price might be somewhat expensive, particularly for small enterprises and startups. The platform can occasionally be a touch cumbersome, with occasional errors or hiccups that might hinder work.

  • 🤔
    Average - rated users

    Freshdesk Omnichannel allows businesses to manage customer interactions across multiple channels from a single platform, providing a unified experience for both customers and support agents. Freshdesk Omnichannel integrates with various communication channels, including email, chat, phone, social media, and more, making it easy for businesses to manage customer inquiries across multiple channels from a single platform. Freshdesk Omnichannel offers automation and workflow features that can help businesses automate repetitive tasks and streamline support processes.Freshdesk Omnichannel offers various pricing plans, and some businesses may find the cost to be a potential drawback, especially if they have budget constraints or are looking for more affordable options. While Freshdesk Omnichannel is designed to be user-friendly, it may still require some time for support agents to learn and adapt to the platform, especially if they are new to customer support software or have limited technical proficiency.

  • 👎
    Low - rated users

    Freshdesk Omnichannel offers automation and workflow features that can help businesses automate repetitive tasks and streamline support processes.Freshdesk Omnichannel offers various pricing plans, and some businesses may find the cost to be a potential drawback, especially if they have budget constraints or are looking for more affordable options. While Freshdesk Omnichannel is designed to be user-friendly, it may still require some time for support agents to learn and adapt to the platform, especially if they are new to customer support software or have limited technical proficiency. Some businesses may have unique requirements or workflows that are not fully addressed by off-the-shelf customer support tools.

Media

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Freshdesk Plan

Freshdesk offers a range of plans starting at $15 per agent per month, with increasing features and capabilities as the price increases.
FREE $ 0
Free forever plan Email ticketing Knowledge Base Team collaboration Knowledge base Ticket trend report Ticket Dispatch Social Ticketing Data Center Location
Growth $ 15
Everything in FREE plus Automations SLA & Business Hour Agent Collision Apps Helpdesk In - Depth Custom Email Server Custom Ticket Views Ticket Fields & Status Custom Fields Custom SSL
Pro $ 48
Everything in Growth plus Multi-Product Custom roles Team Dashboards Customer Segments Multiple SLAs and timezones Next Response SLA Shared ownership Extendable API Limits Knowledge Base Versioning Custom Apps
Omnichannel Growth $ 29
Everything in Freshdesk, Freshchat, and Freshdesk Contact Center Growth. 2000 free bot sessions/month and 2000 free call minutes/month. WhatsApp Business Chatbot Analytics Industry Bot Templates
Omnichannel - Pro $ 59
Everything in Freshdesk, Freshchat and Freshdesk Contact Center Pro 3000 free bot sessions/month and 3000 free call minutes/month. Custom Reporting & Analytics CSAT Survey & Reports Multiple SLA Policies Co-browsing
Omnichannel - Enterprise $ 99
Everything in Freshdesk, Freshchat, and Freshdesk Contact Center Enterprise. 5000 free bot sessions/month and 5000 free call minutes/month. AI-powered Social Signals Custom Objects Sandbox Omnichannel Routing Canned Response Suggested Email bot
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