freshdesk Overview

Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

Use Cases

Customers recommend Helpdesk Management, Knowledge Management, Engagement Management, as the business use cases that they have been most satisfied with while using freshdesk.

Other use cases:

  • Customer Feedback Management
  • Communication Management
  • Workflow Management
  • Collaboration
  • Contact List Management
  • Sales Document Management
  • Social Media Management
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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using freshdesk.

Other priorities:

  • Improve Internal Communications
  • Improve Efficiency
  • Increase Sales & Revenue
  • Scale Best Practices
  • Launch New Products
  • Improve ROI
  • Improve Consistency
  • Improve Visibility
  • Improve Digital And Social Presence
  • Grow Market Share
  • Enter New Markets Internationally Or Locally
  • Shorten Ramp Up Time
  • Improve Brand Engagement
See all business priorities See less business priorities

freshdesk Use-Cases and Business Priorities: Customer Satisfaction Data

freshdesk works with different mediums / channels such as User Generated Content. and Blogs.

freshdesk's features include Ticketing, Dashboard, Personalization, etc. and freshdesk support capabilities include Email Support, Chat Support, Phone Support, etc. also freshdesk analytics capabilities include Analytics, and Custom Reports.

Reviews

"Prior to Freshdesk, we had no real way to track metrics. Now, with the help of reports from Freshdesk, we can quickly track our biggest issues and fix them every week. From chaos, we now have order. This wouldn't have been possible without Freshdesk." - George Cremeans

freshdesk, Cayzu Help Desk, Vision Helpdesk, LiveAgent, Remote Support Desktop, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for freshdesk

Top Industries

  • Computer Software
  • Information Technology and Services
  • Education

Popular in

  • Small Business
  • Mid Market
  • Enterprise

freshdesk is popular in Computer Software, Information Technology And Services, and Education and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on freshdesk Use Cases

How can freshdesk optimize your Helpdesk Management Workflow?

How can freshdesk optimize your Knowledge Management Workflow?

How does freshdesk facilitate Engagement Management?

What makes freshdesk ideal for Customer Feedback Management?

What makes freshdesk ideal for Communication Management?

70+ more Business Use Cases

23 buyers and buying teams have used Cuspera to assess how well freshdesk solved their Help Desk needs. Cuspera uses 29147 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
freshdesk testimonial

George Cremeans

Lead QA/Automation Engineer

DTI Management

Prior to Freshdesk, we had no real way to track metrics. Now, with the help of reports from Freshdesk, we can quickly track our biggest issues and fix them every week. From chaos, we now have order. This wouldn't have been possible without Freshdesk. Testimonial By George Cremeans
freshdesk testimonial

Huw Davies

Tech Support Manager

Feefo

Freshdesk is intuitive, it’s easy to customize to make it fit in your company’s branding and the out-of-the-box functionality it develops is really unparalleled. It makes my life a lot easier. Testimonial By Huw Davies
freshdesk testimonial

Christophe Tomborski

Back Office Manager

Bridgestone

We adopted Freshdesk because it is a highly adaptable solution with a lot of metrics that allows us to track and follow up on our customers and agents efficiently. Testimonial By Christophe Tomborski
CUSTOMERS TESTIMONIALS
freshdesk testimonial

George Cremeans

Lead QA/Automation Engineer

DTI Management

Prior to Freshdesk, we had no real way to track metrics. Now, with the help of reports from Freshdesk, we can quickly track our biggest issues and fix them every week. From chaos, we now have order. This wouldn't have been possible without Freshdesk. Testimonial By George Cremeans
freshdesk testimonial

Huw Davies

Tech Support Manager

Feefo

Freshdesk is intuitive, it’s easy to customize to make it fit in your company’s branding and the out-of-the-box functionality it develops is really unparalleled. It makes my life a lot easier. Testimonial By Huw Davies
freshdesk testimonial

Christophe Tomborski

Back Office Manager

Bridgestone

We adopted Freshdesk because it is a highly adaptable solution with a lot of metrics that allows us to track and follow up on our customers and agents efficiently. Testimonial By Christophe Tomborski

Case Studies

Automotive

Case Study Bridgestone

Learn how Freshdesk helped Bridgestone set up an intuitive helpdesk

Education

Case Study Lesley

How Lesley University turned students into rockstar support agents

Food & Beverages

CASE STUDY HelloFresh

HelloFresh improved supply chain response and team collaboration using Freshservice, leading to enhanced data availability and operational efficiency.

Retail

Case Study Hamleys

Hamleys boosts agent morale and sees 50% reduction in costs with Freshdesk

Publishing

Case Study Pearson

Pearson refurbishes their customer service and boosts email support with freshdesk

Telecommunications

Case Study Teleresult

Teleresult improves customer experience with Freshdesk

Video

Welcome to Freshdesk | Best Customer Service Software

Video Thumbnail

Frequently Asked Questions(FAQ)

for freshdesk

What is freshdesk?

Freshdesk is an online cloud-based customer service software providing helpdesk support with all smart automation to get things done faster. It helps to retain customers and enhance customer relationships.

Freshdesk helps to streamline customer conversation in one place, automates repetitive work and saves time, enables collaboration among team members to resolve issues faster, and many more.

Some of its features include track and manage incoming support tickets from multiple channels, converting support emails into trackable tickets to manage and resolve, create service tasks for tickets that need a field team response and track its status to completion, automatically assign tickets to agents and groups based on keywords, requester or properties and many more.

What is freshdesk used for?

freshdesk is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Knowledge Management and Engagement Management .

What are the top features of freshdesk?

Ticketing, Dashboard and Personalization are some of the top features of freshdesk.

Who uses freshdesk?

freshdesk is used by Computer Software, Information Technology And Services and Education among other industries.

What are freshdesk alternatives?

Cayzu Help Desk, Vision Helpdesk, LiveAgent and Remote Support Desktop are popular alternatives for freshdesk.

Where is freshdesk located?

freshdesk is headquartered at 2950 S. Delaware Street, Suite 201, San Mateo CA 94403.
lightning

Peers used freshdesk for helpdesk management and knowledge management

freshdesk Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.33/5 ★

Read Reviews (43)
Analytics

3.80/5 ★

Read Reviews (343)
Custom Reports

3.32/5 ★

Read Reviews (2521)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.33/5 ★

Read Reviews (43)
Analytics

3.80/5 ★

Read Reviews (343)
Custom Reports

3.32/5 ★

Read Reviews (2521)

Software Failure Risk Guidance

?

for freshdesk

Overall Risk Meter

Low Medium High

Top Failure Risks for freshdesk

Freshworks Inc News

Product

Freshworks Launches Freshservice Journeys to Make Work Life Easier by Removing Frustration from Employee Experiences - CXOToday.com

Freshworks has launched Freshservice Journeys, a new feature within its Freshservice platform, designed to streamline employee experiences by reducing workplace frustrations. The solution aims to automate and personalize service management workflows, improving efficiency and satisfaction for enterprise IT and HR teams.

Executive

Freshworks names Ian Tickle as chief of global field operations - iTWire

Freshworks appointed Ian Tickle as chief of global field operations. Tickle will oversee worldwide sales and field operations, aiming to drive growth for Freshworks' SaaS solutions in customer engagement and IT service management.

Product

Decoding Freshworks AI-first strategy; AI boost for micro businesses

Freshworks is advancing its AI-first strategy by integrating generative AI across its customer engagement and IT service management platforms. The company aims to empower micro and small businesses with AI-driven automation, enhancing productivity and customer support. Recent updates include new AI features in Freshdesk and Freshservice, targeting faster ticket resolution and streamlined workflows for SMBs.

Executive

Freshworks appoints Ian Tickle as Chief of Global Field Operations (CGFO)

Freshworks has appointed Ian Tickle as Chief of Global Field Operations (CGFO). Tickle, previously interim CGFO and SVP/GM of International Sales, will now focus full-time on leading global field sales and driving new business and customer expansion. He brings leadership experience from Domo and Oracle, strengthening Freshworks' enterprise software sales strategy.

Freshworks Inc Profile

Company Name

Freshworks Inc

Company Website

https://www.freshworks.com/

Year Founded

2010

HQ Location

2950 S. Delaware Street, Suite 201, San Mateo CA 94403

Employees

1001-5000

Social

Financials

SERIES H