--- description: Review of Freshdesk Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Freshdesk | Reviews, Pricing & Demos - SoftwareAdvice GB --- Breadcrumb: [Home](/) > [Complaint Management Software](/directory/499/complaint-management/software) > [Freshdesk](/software/110247/freshdesk) # Freshdesk Canonical: https://www.softwareadvice.co.uk/software/110247/freshdesk Page: 1 / 139\ Next: [Next page](https://www.softwareadvice.co.uk/software/110247/freshdesk?page=2) > Freshdesk is a cloud-based customer service solution that helps businesses resolve customer queries across every customer touchpoint. Freshdesk enables businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers and monitor key performance metrics with powerful analytics. Additionally, the platform offers powerful analytics and reporting capabilities, allowing businesses to gain valuable insights and make data-driven decisions to optimize their customer service. > > Verdict: Rated **4.5/5** by 3438 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 3438 Reviews | | Ease of Use | 4.5/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Freshworks - **Location**: San Mateo, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: US$19.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: It is available for $0 for 2 agents for 6 months - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese - **Available Countries**: Albania, Algeria, Argentina, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Benin, Bosnia & Herzegovina, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia and 100 more ## Features - AI Copilot - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Analytics - Archiving & Retention - Assignment Management - Automated Responses - Automated Routing - Automatic Call Distribution - CRM - Call Centre Management - Call Monitoring - Call Recording - Call Routing - Canned Responses - Case Management ## Integrations (78 total) - Adobe Commerce - Aircall - Ameyo - BigCommerce - Box - CS-Cart Store Builder - Campaign Monitor by Marigold - Capsule - ChargeDesk - Constant Contact - CustomerGauge - Dropbox Business - Easy Insight - Five9 - FluentStream ... and 63 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Complaint Management Software](https://www.softwareadvice.co.uk/directory/499/complaint-management/software) ## Related Categories - [Customer Service Software](https://www.softwareadvice.co.uk/directory/255/customer-service/software) - [IT Ticketing Systems Software](https://www.softwareadvice.co.uk/directory/1630/it-ticketing/software) - [Complaint Management Software](https://www.softwareadvice.co.uk/directory/499/complaint-management/software) - [Customer Engagement Software](https://www.softwareadvice.co.uk/directory/508/customer-engagement/software) - [Call Monitoring Software](https://www.softwareadvice.co.uk/directory/1811/monitoring/software) ## Alternatives 1. [Zendesk Suite](https://www.softwareadvice.co.uk/software/26892/zendesk-talk) — 4.4/5 (4079 reviews) 2. [LiveAgent](https://www.softwareadvice.co.uk/software/109980/liveagent) — 4.7/5 (1785 reviews) 3. [Freshservice](https://www.softwareadvice.co.uk/software/436317/freshservice) — 4.5/5 (724 reviews) 4. [Zoho Desk](https://www.softwareadvice.co.uk/software/393877/zoho-desk) — 4.5/5 (2212 reviews) 5. [LiveChat](https://www.softwareadvice.co.uk/software/27068/livechat) — 4.6/5 (1723 reviews) ## Reviews ### "A solid and scalable customer support platform" — 5.0/5 > **Arnaud** | *14 May 2026* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: Freshdesk's ticketing system is well-designed and easy to navigate. Automated workflows, canned responses, and SLA management significantly reduce response times. The multi-channel support — covering email, chat, phone, and social — all in one place is a major advantage for customer support teams. > > **Cons**: The reporting and analytics features can feel limited on lower-tier plans. The interface can occasionally feel cluttered when managing a high volume of tickets. Some integrations and advanced automation rules require the more expensive plans, which may not be accessible for smaller teams. > > Freshdesk has grown into a solid customer support platform. The addition of Freddy AI for smart ticket suggestions and automated responses has noticeably improved team efficiency. It works well for both small support teams and larger operations. Setup is relatively straightforward, and the support documentation is thorough. ----- ### "Efficient and Reliable Customer Support Platform for Daily Operations" — 5.0/5 > **Johny Dwi** | *18 May 2026* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: its user-friendly interface and efficient ticket management system. The platform makes it easy to organize, track, and resolve customer inquiries in a structured manner. I also appreciate the automation features, collaboration tools, and integration capabilities, which help improve team productivity and response time. Overall, Freshdesk supports smooth communication and enhances customer service operations effectively. > > **Cons**: One aspect that could be improved in Freshdesk is the system performance during high-volume usage, as there can occasionally be delays when loading tickets or updating statuses. In addition, some advanced customization and reporting features may feel limited without upgrading to higher-tier plans. However, overall, the platform still provides strong functionality for daily customer support operations. > > Overall, my experience using Freshdesk at Koltiva has been very positive and beneficial for daily customer support operations. Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow. In a fast-paced working environment like Koltiva, Freshdesk supported better coordination between teams, improved response times, and ensured that issues could be tracked and resolved properly. The platform was also helpful in maintaining service quality and organizing support activities in a more professional and systematic way. Overall, Freshdesk contributed positively to operational productivity and customer service management within the company. ----- ### "Improvement on automation and reporting" — 4.0/5 > **Osman** | *27 March 2026* | E-Learning | Recommendation rating: 5.0/10 > > **Pros**: Improved in a good way specially in the automations and their reporting, helping our team to manage more efficiently > > **Cons**: with these new changes their pricing was the thing that we don't like as much - but overall the features are worth it > > It has improved to be a more scalable tool that can help any company with their customer support and have good visibility ----- ### "Fantastic ticketing system" — 5.0/5 > **Riccardo** | *16 March 2026* | Automotive | Recommendation rating: 9.0/10 > > **Pros**: Freshdesk offers an excellent balance of affordability and functionality, making it a strong choice for teams looking to optimize their support operations without overspending. Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can adapt to different business needs. Additionally, Freshdesk provides robust and well-documented APIs, which make it easy for developers to extend capabilities and build tailored solutions. > > **Cons**: While Freshdesk is a solid platform overall, its reporting features still feel somewhat limited, especially for teams that rely heavily on advanced analytics. Another drawback is the inability to set pauses within working hours, which can be inconvenient for support teams that operate with more complex schedules. ----- ### "Best helpdesk tool we've used. Nearly flawless" — 5.0/5 > **Blake** | *27 May 2026* | Retail | Recommendation rating: 10.0/10 > > **Pros**: The ticketing system is intuitive enough that new agents can get up to speed without much training, and the automation rules save a ton of time on repetitive tasks. Being able to manage email, chat, and phone support all from one dashboard is a huge deal. The canned responses and ticket merging features alone have made our team noticeably more efficient. > > **Cons**: The Android app notification handling is honestly the only thing that's driven me crazy. If you have a busy queue, you end up with a pile of individual notifications that each need to be cleared manually, so it can look like tickets from hours ago are just now coming in. It's a minor UX gripe in the grand scheme of things, but when you're juggling a lot of tickets it gets old fast. Hopefully that's something they address in a future update because the rest of the app experience is solid. > > Freshdesk has genuinely made managing customer support less stressful. Everything is where you expect it to be and the platform rarely gets in your way. We've tried a couple of other helpdesk tools before landing here and nothing else came close to this balance of features and usability for the price. Aside from that one notification quirk on mobile, it's hard to find much to complain about. ----- Page: 1 / 139\ Next: [Next page](https://www.softwareadvice.co.uk/software/110247/freshdesk?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/110247/freshdesk) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data