What is Freshdesk?
Freshdesk is help desk software that collects and manages customer requests from email, web, phone and social channels. It offers automatic assignment, SLA policies, a knowledge base, a customer portal and AI-powered reply suggestions via Freddy AI. It has handy features such as gamification and agent collision detection. It suits small and mid-sized support teams.
Key facts
- Starting price
- $15 / agent/month
- Pricing model
- Freemium
- Active users
- —
- Customers
- —
- Vendor employees
- 4,900
- Launched
- —
- Deployment
- Cloud (SaaS)
- Platforms
- Web, iOS, Android
Strengths & considerations
Strengths
- Free plan for small support teams
- Intuitive ticketing interface
- Built-in automations and SLA management
- Free plan available
Considerations
- Key features reserved for higher tiers
- Reporting can feel limited
- Omnichannel requires a separate suite
Editorial summary based on public information; not a user review.
Features
✓Workflow automation· Automation
✓AI features· Automation
✓Omnichannel· Communication
✓Chatbot· Communication
✓Knowledge base· Communication
✓SLA management· Communication
✓GDPR compliance· Compliance
✓SOC 2· Compliance
✓ISO 27001· Compliance
✓HIPAA· Compliance
✓Custom fields· Customization
✓API access· Integrations
✓Webhooks· Integrations
✓Integrations marketplace· Integrations
✓Email integration· Integrations
✓Mobile app· Platform
✓Multi-language· Platform
✓Time tracking· Productivity
✓Custom reports· Reporting
✓Dashboards· Reporting
✓Single sign-on (SSO)· Security
✓Two-factor authentication· Security
✓Role-based access· Security
✓Audit log· Security
User reviews
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