Freshdesk Review 2021: Alternatives, Pricing, Features

Phil Strazzulla, HR Tech Expert
March 15, 2021

Freshdesk is a scalable solution for companies of any size, with strong features and a gamification feature to urge 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

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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 five plans: Sprout, Blossom, Garden, Estate, and Forrest. Sprout is a free plan for small businesses to get started with a help desk software. Blossom, Garden, Estate, and Forrest are paid plans that range from $15 to $99 per agent per month, billed annually. All Freshdesk plans can be trialed for free for a 14-day period.

Freshdesk Alternatives

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Jira Service Desk

Big integration marketplace


Scalable support solution


Highly customizable

Zoho Desk

Great affordable option


Customer journey features


Affordable and easy to use


Wide feature set


Free of charge


Best known support software