Freshdesk Expert Review, Pricing, Alternatives - 2022

Huda Idris
Technical writer, HR software advisor, and marketing strategist
May 16, 2022
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Freshdesk Versus the competition

Freshdesk is a scalable solution for companies of any size. It packs strong features, including one for gamification to encourage agents to improve their output.

Pros
Cons

Freshdesk Review

Freshdesk is a highly scalable, cloud-based help desk system for businesses of all sizes. It features a shared inbox where all customer support tickets from several channels are collated, customizable workflows, automated pop-ups that help deflect common customer queries, and comprehensive dashboards to monitor quality metrics. Freshdesk also offers a team huddle feature that allows you to bring in experts to resolve complex tickets, as well as a gamification feature to motivate agents and improve their performance.  

Who shouldn't buy Freshdesk

Freshdesk Customers

Fiverr, HP, Decathlon, Panasonic, NYU, Henkel, Pearson, Thai Union, American Express.

Freshdesk Stats

  • Trusted by over 40,000 customers around the world
  • Freshworks is among the Top 25 cloud companies to work for

Freshdesk Key Features

  • Omnichannel support
  • SLA management
  • Canned responses
  • Team huddle
  • Shared ownership
  • Ticket management
  • Service groups
  • Time tracking
  • Knowledge management
  • Intelligent ticket assignment
  • Automatic notifications
  • Chatbot & help widget
  • Customer feedback collection
  • Custom reports
  • Portal customization
  • Customer segments
  • Custom SSL certificates
  • IP and network restrictions
  • Identity & access management
  • Mobile access

Freshdesk Pricing

Freshdesk offers four plans: Free, Growth, Pro, and Enterprise. The free plan is ideal for small businesses to get started with help desk software. The Growth, Pro, and Enterprise plans range from $15-18 to $79-95 per agent per month, depending on if you go with monthly or annual billing. All Freshdesk plans can be trialed for free for a 21-day period. Also, the enterprise plan offers 5000 bot sessions per month.

Freshdesk Key Integrations

Freshdesk integrates with hundreds of 3rd party tools for agent productivity improvement, process automation, customer relationship management, sales/marketing management, telephony, data sync & migration, e-commerce, team collaboration, issue tracking, knowledge/content management, reporting & analytics, security, risk & governance, social media, surveys & feedback, time tracking, accounting & billing and user/access management. Visit the Freshworks' Marketplace for more information.

Freshdesk Implementation

Freshdesk is cloud based which makes it easy to implement. To get started head to Freshdesk' page and click the GET STARTED FOR FREE button. This will take you to a page where you can sign up for a 21-day free trial to test the platform's features and offerings.

Freshdesk Customer Success

Freshdesk has a help center with articles and technical documentation for customers to self-serve. Customers can also submit a support request or call the support team if further help is needed.

About Freshdesk

Freshdesk Alternatives

Zendesk is arguably the most well-known customer support software available today. Among its features are integrated surveys to measure customer satisfaction and analytics dashboards to monitor your team’s performance.
Like most products within the Freshworks Inc. family, Freshservice is a robust, comprehensive, and easy-to-use product with a very intuitive interface.
ServiceDesk Plus is a very comprehensive ITSM solution that’s trusted by some of the thousands of businesses, including 9/10 of Fortune 100 companies.
JitBit is a provider of both self-hosted and cloud-based help desk ticketing solutions that are feature-rich, easy to use and very friendly to third-party integrations.
LiveAgent is a simple customer support solution. Their native live chat is easily accessible via a widget that integrates smoothly with your websites and apps, allowing you to connect with customers instantaneously.
Zoho is a provider of all sorts of business solutions that are affordable yet on par with the market’s leading offerings. Zoho Projects exemplifies this, being a feature-rich project management product that’s robust, intuitive, and budget friendly.
OneDesk helps small businesses improve the way they handle daily customer support and project management processes. The platform is affordable and easy to use with little to no training required.
Vision Helpdesk’s support solutions are offered over several pricing tiers and different deployment option, covering the diverse needs of companies large and small.
ProProf covers most of what you’d expect from a help desk at a price point that’s quite competitive. Not only that, but their fixed plans can be tried for free for up to 15 days - no credit card required, with a 15-day money-back guarantee upon signup.
Created by Atlassian, Jira Service Management is a fantastic customer service solution with thousands of integrations, ensuring it can fit well in any tech stack.
Geared mostly towards medium and large companies, HappyFox is a customer support solution that's highly customizable, easy to use and quick to set.
With standout features such as customer journeys and collaboration, Kayako is a great choice for companies of all sizes to gain better context about customers.
SolarWinds Service Desk has one of the widest feature sets in IT service management, complete with a 30 day free trial to ensure you like it before you buy.
Spiceworks is perhaps the only vendor in this space to offer both cloud-based and on-premise versions of their help desk ticketing system, completely free of charge.
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