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

6 Reviews


Excellent cloud-based customer handling solution

February 2023

Shayla B

IT Services

It offers a wide range of perfectly structured features like live chat, email, phone, and social media support channels. The software is simple to use and has innovative automation features that ensure tasks are completed swiftly and easily, improving both corporate operations and consumer experiences.
I believe that the cost of upgrading Freshdesk's reporting tool is too high for individual agents and users. However, Freshdesk offers a free trial period that gives us the opportunity to test out their wide range of services before deciding whether or not to upgrade.

Effortlessly Easy: Uncomplicate Your Life with Our Straightforward Software

January 2023

Dehlia B.

IT & Services

Freshdesk software is simple to use, configure, and implement. It provides vast and customized solutions for managing customer requests, issues, and synchronization with Freshsales (Freshworks), making our lives much simpler. The software manages knowledge bases in six different languages and is extremely user-friendly and simple to use. It aided us in progressively expanding the features that we had created ourselves in order to interact with our backend. In addition, we enjoy using tags for everything that does not have its own field (in relation to a ticket). We can easily filter and report on these tags. We depend extensively on tags to identify tickets in a variety of ways.
The software's search feature might be expanded, and the filters on top of search phrases are fairly restricted. The solution is quite expensive, making it difficult for large enterprises to implement it. The software is prone to small flaws. Sometimes the dashboard does not load, leaving us with a gray screen. The technical support crew is terrible. They left us waiting for a long time before responding with the necessary remedies, which is rather disappointing. They should pay more attention to the client inquiries.

Effortlessly tackle ticketing with ease!

January 2023

Mark S.

Information Technology and Services

As an IT manager, my job has been greatly simplified thanks to Freshdesk. Any complaints related to our products are professionally handled, and it has proven to be an excellent platform for managing our tickets. The employees are able to assist their coworkers without interrupting their own tasks. Freshdesk is really helpful in producing support alerts, resolution tools, and timely updates. Keeping track of all tickets and how they are handled creates a competitive environment, which actually improves the productivity of the support teams.
We receive a lot of tickets every day; thankfully, most of them are spam. But that raises a problem for us since Freshdesk does not have the ability to properly filter the emails. Spam should have never reached us, at least not at this frequency.

Streamline your operations and soar to new heights of efficiency with Freshdesk!

January 2023


Facilities Services

Freshdesk is the only customer support management system that suits our needs. It keeps an accurate history log, which is very helpful. I have been able to measure every agent’s productivity as I have access to their daily activities, presented neatly as hourly breakdowns. It also highlights who has resolved the most problems or dealt with the tickets most quickly. I use this history to assess the strengths and weaknesses of my staff and train them accordingly. This also allows me to determine which of them is best suited to handle which ticket.
If there was a better way to send emails, I would have appreciated that. Group emailing is a nightmare currently and requires us to add every person individually if there’s ever a need for us to send a common ticket. We are currently managing it quite well, but it is still an unnecessary step we need to see removed. They have included the features a bit randomly. A package would include some of the features while others are available in another package. You need to be very careful about what features you want or you'll end up paying extra for useless features.

Unwrap endless possibilities with the all-in-one software that has everything you need!

December 2022

Bob B.

Information Technology and Services

We have made Freshdesk our only go-to source to gather and resolve customer-reported concerns. Our previous software solution was a bit complicated, and the ease of use of Freshdesk was a big factor in our decision to make the switch. I have pushed the clutter aside and focused more on what’s important recently. As a result, no major complaint is left unattended, and our client satisfaction has gone up. The software is extremely reliable, and I genuinely can’t remember any crashes or downtime we had to face.
During the switch, there were some tickets that we needed to keep for future reference, and there was an option to migrate the entire database. However, that database only transferred the actual tickets and not the accompanying conversations that were part of those tickets.

Probably the most responsive customer service software.

December 2022

Harry H.


Freshdesk does what is expected from it, which is the greatest strength it has. I love how straightforward and simple it is to use. A newbie, much like me, would only need basic training to get started, and then you can learn as you go along. I researched the entire market before settling with Freshdesk. I can assure you that the most recent ticketing ideas and features are available here, so you won’t miss anything. And even if there’s something you wish was available, you can always contact the support team so that they can add the feature to their continual development program and start working on it.
It is a bit expected that switching to a new software can be difficult and that's what happened with us. Our users got fed up quite often and were on the verge of giving up. The customer support is very good, but the software implementation was still not easy for us. This has not affected the ease of use at all, in my opinion. And there are some features that should be hidden and should only be accessible via the administrator menu.

Call us at

(661) 384-7070

Call us at

(661) 384-7070