Freshdesk Expert Review, Pricing, Alternatives - 2021

Listed in our research about the Top IT Help Desk Ticketing Systems

Author Phil Strazzulla, HR Tech Expert, Harvard MBA, Finance and Software Nerd
Phil Strazzulla: HR Tech Expert, Harvard MBA, Finance and Software Nerd
October 20, 2021
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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.

What's Inside

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.  

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 Resources

Buying HR Software? Here's some quick advice

Key Freshdesk 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 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.

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.

What to be aware of

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 14-day period. Also, the enterprise plan offers 5000 bot sessions per month.

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» Save Money: Check out our resource on how to save money when buying HR tools

Freshdesk Alternatives

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Customer journey features

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Set up in seconds