Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support

What is Freshdesk Software?


Freshdesk is a SaaS-based, omnichannel CRM tool that enables businesses to deliver high quality customer support through automation, taking the burden off of digital marketers, sales managers, IT leaders, and customer support team.

As the flagship product of software company Freshworks Inc., Freshdesk provides users with service functions such as chat bots, automated ticket routing, in-depth reporting, service level agreement (SLA) management, and self-service options for optimal customer satisfaction.

What is Freshdesk Best For?

Freshdesk is known for its innovative approach to automate and improve customer support for enterprises and small-medium businesses (SMBs). Trusted by over 50,000 companies worldwide, this helpdesk software enables both better customer experience and employee experience.

The software unifies requests coming in from support channels such as live chat, web, email, phone, and social media, allowing users to assist customers through automation and customized communication methods. In addition, the platform also offers an AI-powered support chatbot, field service management, and other predictive support capabilities.

Despite its vast features, Freshdesk is incredibly easy to set up and use, and can be customized to meet your industry needs.

Freshdesk Pricing

Freshdesk offers users three paid pricing options billed annually, as well as one free plan designed for up to 10 agents. Paid tiers include its ‘Growth’ and ‘Pro’ plans, priced at $15/month and $49/month respectively, as well as an ‘Enterprise’ tier priced at $79/month. All paid tiers come with a free 21-day trial.

Not sure which plan to choose? Reach out to our solutions specialist for customized advice.

Freshdesk Integrations

Freshdesk supports integrations with different third-party software, including Slack, WhatsApp, Shopify, Salesforce, Jira, Microsoft Teams, and Mailchimp. The platform is compatible with Web, Android, and iOS operating systems.

How does Freshdesk Work?

To get started with Freshdesk, you can create a free account by clicking the ‘Free Trial’ button on the top right corner of the platform’s main website. You will then be able to set up basic functions to customize your interface experience on Freshdesk, such as adding support channels, agents, automation, and other admin tasks.

Once your basic features are set up, you will then be able to set up more specific and advanced features on Freshdesk, such as:

  • Service level agreements (SLA management)
  • Customer portals
  • Knowledge base
  • Customized dashboards
  • Customer support tickets

Thanks to its smooth and easy-to-navigate user interface, users can implement Freshdesk to stay productive with powerful automation that reduces repetitive tasks.

Who is Freshdesk for?

FreshDesk is suitable for both large enterprises and small and medium-sized businesses in these industries:

  • Retail & eCommerce
  • Travel & hospitality
  • Software & IT
  • Banking & finance
  • NGO & non-profits
  • Education
  • Real estate
  • Healthcare
  • Insurance
  • Logistics
  • Media & entertainment
  • Manufacturing
  • Managed service providers

Freshdesk Software Features

  1. Omnichannel Support Capabilities

Freshdesk allows users to unify and manage all customer support-related communications across digital and traditional channels on a single platform. Examples of channels available on Freshdesk include email, live chat and messaging, web, social media, and phone.

  1. Automation Functions

With Freshdesk’s automation features, users can leverage the platform’s built-in capabilities to automate helpdesk tasks in real time. Automations such as ticket dispatch, intelligent ticketing systems, time and event-triggered automation, and automatic email notifications are available on the Freshdesk software.

  1. Field Service Management

Users can manage end-to-end field service operations on the platform. Freshdesk offers a scheduling dashboard for users to get a bird's-eye-view of their field team workflows, allowing users to reduce downtime, drag-and-drop appointments, balance workloads, and streamline tasks. People can also create service tasks for tickets requiring a field team response and track their status to completion.

  1. Self-Service Options for Customers

Users can create a self-service experience by leveraging advanced chatbots, help widgets, feedback mechanisms, and a knowledge base with integrated forums to assist customers in finding instant solutions to questions without waiting for an agent. Users can take their knowledge base content across all the channels their customers reach out through, including websites, mobile apps, or chat.

  1. Call Center Dashboard

With Freshdesk, users can manage their call center by accessing the live Freshdesk Contact Center dashboard. The platform’s call center dashboard lists live calls that are taking place in your virtual call center, allowing users to listen in on live conversations between agents and your customers while evaluating the overall effectiveness of their communication.

Is Freshdesk Right for You and Your Business?

Freshdesk is a fast-growing customer support software allowing brands to stay on top of their customers’ requests, and has ​​remained a popular choice for businesses looking to boost engagement and manage customers as they scale.

Many have recommended Freshdesk for its customizable interface, which has allowed them to make as much contact as possible with customers across ​multiple channels. Others also found the platform’s automation tools enable more efficient business processes for better customer engagement and experience, ensuring tasks are organized smoothly.

Despite its popularity, many users have noted the pricing tiers available on the platform as rather expensive per agent or user, saying that it remains better to use Freshdesk on a desktop app than on a mobile app.

Freshdesk Software Pricing


For up to 10 agents

Industry-leading support for growing businesses


Advanced automation features for high performance


Enterprise-level support

What’s included:

✔ Integrated ticketing across email and social media

✔ Ticket dispatch

✔ Knowledge base

✔ Ticket trend report

✔ Out-of-the-box analytics and reporting

✔ Providers for data center location

✔ Team collaboration

✔ 24/7 access to email support team
What’s included:

✔ Automation

✔ Collision detection

✔ Over 1,000 marketplace apps

✔ In-depth helpdesk report

✔ SLA management

✔ Custom email server

✔ Custom ticket views

✔ Custom ticket fields and status

✔ Custom SSL

✔ Easily track time spent by agents on tickets
What’s included:

✔ Multiple products

✔ Up to 5,000 collaborators

✔ Round-robin routing

✔ Custom roles

✔ Custom reports and dashboards

✔ Segment customers for personalized support

✔ Canned forms

✔ Manage versions in knowledge base

✔ Community forums

✔ Extendable API limits

✔ SLA reminder & escalation

✔ Average handling Time (AHT)
What’s included:

✔ Unlimited products

✔ Sandbox

✔ Easily manage agent shifts across time zones

✔ Custom objects

✔ Assist chatbot

✔ Email chatbot

✔ Audit log

✔ Skill-based routing

✔ Knowledge base approval workflow

✔ IP range restriction

✔ Auto-triage

✔ Canned response suggester

✔ AI-powered social signals

Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Features


Access Controls/Permissions


Budget Management


Data Import/Export


Employee Management


Milestone Tracking


Planning Tools


Strategic Planning


Task Managementt


Visual Workflow Management


Workflow Management


Process Modeling & Designing


Real Time Reporting


Timeline Management


Activity Tracking


Remote Support

Frequently Asked Questions (FAQs)

Does Freshdesk offer an API?

Yes, the Freshdesk software offers an API to its users.

How do you use Freshdesk?

Freshdesk is a SaaS-based customer support software that provides organizations with everything they need to provide excellent customer care. It has omnichannel features, automatic routing of tickets, detailed reporting, self-service options, SLA monitoring, and a lot more.

What languages does Freshdesk support?

The Freshdesk software supports these languages: Arabic, Bosnian, Bulgarian, Catalan Chinese, Chinese (Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Filipino Finnish, French, German, Greek, Hebrew, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese (BR), Portuguese/Puerto Rico. Romanian Russian; Serbian; Slovak; Slovenian Spanish, Spanish (Latin America), Swedish Thai, Turkish, Ukrainian, and Vietnamese.

What level of support does Freshdesk offer?

The Freshdesk software offers support to its users with a Help Desk, Chat, Live Rep 24/7, and Phone Support.

What other apps does Freshdesk integrate with?

The Freshdesk software integrates with applications like Google Drive, Box, Cloud, Slack, Shopify, Olark, and various others.

Who are the typical Freshdesk users?

The Freshdesk software is used by freelancers, mid-size businesses, non-profit organizations, and public administrators.

Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Pricing

Small Organization

Within Budget

Medium Organization

Within Budget

Large Organization

Within Budget

Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support reviews

Overall Rating

29 Reviews


Promising Future Option

August 2023



Gradually catching up with alternatives. Good pricing.
Behind in quality and customization, but updates expected.

Streamlined Customer Service

August 2023



User-friendly navigation and unified communication. Suitable for various roles and external interactions.
Potential for slow performance and missed contact merging.

Essential Support Tool

August 2023



Easy implementation for a smoother life.
Annoying verification prompt, especially with MFA.

Effective Support Management

August 2023


Architecture & Planning

AI-powered prioritization and assignment for faster resolutions.
No current cons; potential updates noted.

Freshdesks Sanity Savior

August 2023


Mental Health Care

Intuitive, customizable software with real-time tracking.
No current drawbacks.

Freshcaller Improvements Needed

August 2023


Information Technology and Services

Strong helpdesk, ticketing, and integration features.
Freshcaller call center lacks performance in Africa.

Enhanced Ticket Management

August 2023


Hospital & Health Care

Records customer concerns effectively. Supports service audits and responses.
Restricted email usage. Search limitation in premade responses.

A Viable Zendesk Alternative

August 2023



Good automation and support features. Frequent new features.
Cheaper plans lack features. Minor usability issues.

Enhancing Communication

August 2023


Marketing and Advertising

Excellent for presentations and video conferencing.
Not ideal for online learning or speedy communication.

Effective Support Organization

August 2023


Electrical/Electronic Manufacturing

Ticket system and collaboration features are appreciated. Icon notifications for shared tickets are helpful.
Incoming email flexibility within tickets could be improved.

Simplified Customer Support

August 2023



Ticket management is standout for tracking and categorizing customer inquiries.
Tailoring workflows might be complex for less experienced users.

Effective Ticket Management

August 2023


11-50 employees

Freshdesk suits our service call needs well.
No issues with how we utilize it. It integrates email into jobs seamlessly.

Ideal for Beginners

August 2023


Writing and Editing

Freshdesks unified communication tools are a plus. It simplifies email, chat, and call management in one place.
Some bugs emerge over time, and email flexibility within tickets could be enhanced.

Cost-Effective Customer Service

August 2023


Computer Software

Ticket management and workflow customization are highlights. Creating tailored flows to route tickets to reps with specific expertise is a key benefit.
Freshdesks integrations need improvement. Salesforce integration was not seamless, causing manual customer data lookup.

Convenient and Affordable

August 2023



Freshdesk is an essential tool for our consumer app. It enables customers to share feedback easily, and my team can respond promptly. Each ticket is tracked to ensure timely resolution.
No drawbacks to Freshdesk. It exceeds our support expectations, prompting us to explore their other offerings.

Call us at

(661) 384-7070

Call us at

(661) 384-7070