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Freshdesk
Freshdesk Overview:
What is Freshdesk?
Freshdesk is an AI-powered customer service platform that unifies support channels in one intuitive workspace. It features a centralized Command Center that consolidates conversations, intelligence, and insights for efficient issue resolution. The system includes omnichannel support capabilities, advanced ticketing functionality, and automated workflows for routing and prioritization.
Freddy AI, the platform's intelligent assistant, handles repetitive queries automatically while providing agents with summaries, translations, and reply suggestions to enhance productivity. The system includes self-service options through knowledge bases and AI agents that help resolve customer inquiries.
Freshdesk integrates with existing business applications, creating a connected environment for customer service teams. The platform combines ticketing and conversational support in one system, enabling teams to deliver consistent service across email, chat, social media, and self-service channels.
Who Uses Freshdesk?
Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses.
Where can Freshdesk be deployed?
Cloud-based
On-premise
View 5 more
Overall rating
See all reviews
Based on 3,395 reviews
Reviews sentiment
Positive
94%
Neutral
5%
Negative
1%
Free trial
About the vendor
- Freshworks
- Located in San Mateo, US
- Founded in 2011
Freshdesk support
- Phone Support
- 24/7 (Live rep)
- Chat
Countries available
Show more details
Albania, Algeria, Argentina, Aruba, Australia
Countries available
Countries where the product is available. Note: Customer support may not be accessible in that country.
- Albania
- Algeria
- Argentina
- Aruba
- Australia
- Austria
- Azerbaijan
- Bahamas
- Bahrain
- Bangladesh
- Barbados
- Belarus
- Belgium
- Benin
- Bosnia & Herzegovina
- Brazil
- Brunei
- Bulgaria
- Burkina Faso
- Cambodia
- Cameroon
- Canada
- Chile
- China
- Colombia
- Congo - Kinshasa
- Costa Rica
- Croatia
- Cuba
- Czechia
- Denmark
- Dominican Republic
- Egypt
- El Salvador
- Estonia
- Ethiopia
- Finland
- France
- French Polynesia
- Georgia
- Germany
- Ghana
- Greece
- Guatemala
- Guinea
- Honduras
- Hong Kong SAR China
- Hungary
- India
- Indonesia
- Iran
- Iraq
- Ireland
- Israel
- Italy
- Japan
- Jersey
- Jordan
- Kazakhstan
- Kenya
- Kuwait
- Latvia
- Lebanon
- Lithuania
- Luxembourg
- Macao SAR China
- Madagascar
- Malawi
- Malaysia
- Malta
- Martinique
- Mauritius
- Mexico
- Morocco
- Namibia
- Netherlands
- New Caledonia
- New Zealand
- Nicaragua
- Nigeria
- North Macedonia
- Norway
- Pakistan
- Palestinian Territories
- Papua New Guinea
- Peru
- Poland
- Portugal
- Puerto Rico
- Qatar
- Romania
- Russia
- Saudi Arabia
- Serbia
- Sierra Leone
- Singapore
- Slovakia
- Slovenia
- South Africa
- South Korea
- Spain
- Sri Lanka
- Sudan
- Sweden
- Switzerland
- Taiwan
- Tanzania
- Thailand
- Tonga
- Trinidad & Tobago
- Tunisia
- Türkiye
- United Arab Emirates
- United Kingdom
- United States
- Uzbekistan
- Vietnam
- Yemen
- Zambia
- Zimbabwe
Languages
Show more details
Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese
Languages
Languages that the product is available in.
- Arabic
- Brazilian Portuguese
- Bulgarian
- Catalan
- Chinese
- Czech
- Danish
- Dutch
- English
- Estonian
- Finnish
- French
- German
- Greek
- Hebrew
- Hindi
- Hungarian
- Indonesian
- Italian
- Japanese
- Korean
- Latvian
- Lithuanian
- Malay
- Norwegian
- Polish
- Portuguese
- Romanian
- Russian
- Serbian
- Serbian
- Slovak
- Slovenian
- Spanish
- Swedish
- Thai
- Traditional Chinese
- Turkish
- Ukrainian
- Vietnamese
Features of Freshdesk
Other great alternatives to Freshdesk
Top rated features
Real-time Consumer-facing Chat
Support Ticket Management
Top rated features
CRM
Interaction Tracking
Top rated features
Communication Management
Real-Time Monitoring
Top rated features
Incident Management
Support Ticket Management
Top rated features
Alerts/Escalation
Support Ticket Management
Top rated features
Alerts/Escalation
Ticket Management
Top rated features
Call Logging
Call Recording
Top rated features
Support Ticket Management
Task Management
Top rated features
Content Management
Reporting/Analytics
Capterra verified reviews for Freshdesk
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Overall rating
Based on 3,395 reviews
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Richard
Senior Support Specialist in UK
Real Estate, 11–50 Employees
Used the Software for: 6-12 months
"Freshdesk - A breath of Fresh Air"
24 March 2025
Good from the outset, initial support was good, but after that, it disappeared, but by then we were working on a basic ticketing system and fleshing out the details to give a more in-depth service catalog.
Pros:
Ease of setup, basic functionality and overall features straight out of the box, made setting up very easy.
Cons:
Limited functionality, there is a more advanced product that is ITIL compliant and the limitations have taken some time to work out how to do in the lower-level product.
Alternatives Considered:
Reasons for Choosing Freshdesk:
Group usage of Freshdesk and the costs/Features
Reasons for Switching to Freshdesk:
Whilst it would have been our change as we use Zooh CRM, the group solution was in the end the best place for our desk
Switched From:
Reviewer Source
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Abid
IT Director in UK
Education Management, 501–1,000 Employees
Used the Software for: 2+ years
"Superb and easy to use IT helpdesk"
28 April 2025
Pros:
Simple to set up and get started. Easy for users to log tickets and keep informed via the portal and email workflow.
Cons:
I would prefer if they had a stronger back end from the agent perspective. Make it easier to customise the support portal, but also contact the Freshdesk support team.
Alternatives Considered:
Reasons for Switching to Freshdesk:
Look and feel, cost, ease of use and ease of implementation
Reviewer Source
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Harry
Head of Creative in UK
Verified LinkedIn User
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
"A great support platform for ensuring client success"
29 August 2024
A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept happy. Automated features across the platfrom are also incredibly helpful.
Pros:
It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.
Cons:
It's UI is a little outdated, but it looks like they're improving that constantly.
Reviewer Source
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Harry
Head of CSM in UK
Verified LinkedIn User
Accounting, 11–50 Employees
Used the Software for: 2+ years
"Good tool, expecting it to kick on soon."
29 December 2025
New
Overall happy, my team use this and it's simple to get started and understand, would like more advanced AI.
Pros:
Really good support desk, have been really impressed with all of the basic support functionality over the last 6 years. Took a while to adopt AI but seems to be catching up now.
Cons:
Took a long time to adopt AI; the initial AI was poor, and the responses were weak. Would like to see more use of the historical responses fed into AI responses.
Reviewer Source
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Raul
Senior Director of IT in UK
Marketing & Advertising, 201–500 Employees
Used the Software for: 1-5 months
"Easy to set up ITSM platform with automation and AI tools to achieve more with less"
5 November 2025
Satisfying user experience and user interface with automations and Freddy AI that simply my team's daily tasks. I would highly recommend Freshdesk if you are looking at an ITSM platform that does not require much configuration.
Pros:
Freshdesk has custom built features and workflow and it's ease of use make configuring and customising it for your organisation, simple.
Freshdesk is great value for money and there are other excellent additions such as asset management or SaaS optimisation tools that work well as part of the wider suite of tools.
Cons:
The good thing and limiting factor about Freshdesk is that it's ready to use as is. You do not need to customise it as much as other platforms but then you can't get additional functionality that you require from it either.
Reviewer Source
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