freshdesk: Product updates, Customer stories, and Insights | 2026 Cuspera

Name: freshdesk
Brand: freshdesk
Rating: 4.46 (29147 reviews)

4.46 5

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(29147)

Product and Vendor News

Freshworks Puts Revenue Growth in Focus with Unified Global Sales ... 05/03/2026
Freshworks Unifies Global Sales Organization to Accelerate... 04/03/2026
Freshworks posts $838.8M revenue and 2025 profit 25/02/2026
Freshworks Reports Fourth Quarter and Full Year 2025 Results 10/02/2026

Customer stories

Freshservice helped the University of Pennsylvania upgrade a 15-year-old ticketing system. The finance division launched BEN Helps, a self-service portal for financial support. In six months, agents processed 30,000 tickets across 30+ departments. Workflow automation and smart query assignment improved efficiency. The new hub made it easier for admins, students, and faculty to get financial help fast.
Freshservice helped DPD BeLux boost productivity by 10%, raise employee satisfaction by 51%, and speed up resolution time by 73%. DPD BeLux replaced fragmented workflows and an underused ticketing system with a unified ITSM platform. The new solution improved incident management, self-service, asset tracking, and analytics. Integrations with Docusign and Jira streamlined operations. Employees now collaborate better and resolve issues faster, leading to higher satisfaction.
Freshservice helped D'Youville University move from a slow, on-premise ITSM to a fast, cloud-based system. The university improved SLA compliance to 91% and cut average response and resolution times to under 24 hours. Asset management accuracy jumped to 95%. Automations and analytics made IT support easier and faster. The IT team now spends more time on big projects and less on manual work.
Freshservice helped Aramex cut ticket resolution time by 35% and boost agent productivity by 50%. The company saved $56,000 after switching from a rigid in-house IT service desk. Freshservice's simple interface and automation features made IT support faster and easier. Aramex now uses a multi-channel service desk and plans to expand Freshservice to more teams.
Freshsales and Freshdesk helped Lalamove boost sales conversions by 24%. The company saw a 58% increase in customer engagement. Lalamove replaced manual CRM processes with Freshworks solutions. Unified customer records and integration with Microsoft Teams improved efficiency. The sales and support teams now work faster and connect better with customers. Freshworks made account management and customer support smoother.

Product Business Settings

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

Integrations

CRM

SMS Marketing

Lead Generation

Live Chat

freshdesk Product 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.

How satisfied the customers are with freshdesk use-cases

Reviews

"Freshdesk has eliminated the downtime associated with overloaded email inboxes. Agents now respond in real-time to incoming requests for assistance as opposed to waiting on bloated, shared inboxes" - Tristan Delany

"We recommend Freshdesk because it’s great and their agents are determined to make it fit their customer’s needs." - Matthijs Lok

freshdesk Customer Insights, Testimonials and Case Studies

How can freshdesk optimize your Helpdesk Management Workflow?

Freshdesk is a comprehensive helpdesk management solution that facilitates the creation of support tickets through email and provides a platform for managing customer support. It enables seamless integration with websites and offers features for ticket and project management. The paid tiers of Freshdesk, however, can be expensive.

"...It's an all-rounder well ticket system for every kind of business, not just an IT helpdesk. ...." Peer review by Verified Reviewer, Customer support manager, Entertainment

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How can freshdesk optimize your Knowledge Management Workflow?

Freshdesk offers a comprehensive knowledge base solution that integrates seamlessly with its ticketing system, enabling customers to find answers to their questions before needing to contact support. The knowledge base facilitates self-service by allowing users to search for solutions, access relevant articles, and participate in community forums. While the knowledge base is functional, it lacks advanced features, limiting its ability to deliver more complex solutions.

"...Great, meaningful templates ready to go Wonderful support Knowledge base Great for handling multiple user bases/companies. ...." Peer review by Verified Reviewer, Insurance

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Why is freshdesk the best choice for Engagement Management?

Freshdesk enables companies to manage customer interactions, track issues, and provide coordinated responses. It offers seamless integration with various communication platforms and provides a centralized hub for tracking and resolving customer concerns. However, the platform lacks the ability to automate follow-up processes.

"...At my company, we use Freshworks to keep track of customer complaints and who follows up with them...." Peer review by Verified Reviewer, Computer & Network Security

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What Are the key features of freshdesk for Customer Feedback Management?

Freshdesk facilitates customer feedback management through customer satisfaction surveys, ticket allocation, and reporting capabilities. The platform also integrates with CRM systems to provide a comprehensive view of customer interactions and identify customer satisfaction trends. The platform has limitations in its customer satisfaction rating system and chat functionality.

"...Freshdesk helps Bridgestone s agents integrate satisfaction surveys into their customer support conversation, allowing them to measure the happiness of their customers...." Case Study Bridgestone

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How does freshdesk address your Communication Management Challenges?

Freshdesk streamlines communication by providing a centralized platform for managing customer interactions, including email, tickets, and notes. This allows for efficient tracking and resolution of customer issues. The platform integrates with other systems, such as Magento, to provide comprehensive customer context. Limitations exist in automating complex workflows and maintaining complete control over content published by the platform.

"...People seem to like that they can just send an email to our support address, or login. . ...." Peer review by Verified Reviewer, Hospital & Health Care

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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.

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.

CUSTOMERS	TESTIMONIALS
Tristan Delany IT Manager Finsure	Freshdesk has eliminated the downtime associated with overloaded email inboxes. Agents now respond in real-time to incoming requests for assistance as opposed to waiting on bloated, shared inboxes Testimonial By Tristan Delany
Matthijs Lok Marketing Manager Online Pearson	We recommend Freshdesk because it’s great and their agents are determined to make it fit their customer’s needs. Testimonial By Matthijs Lok
Mostafa AbdElKader Manager of Customer Service and Business Operations CEQUENS	Our support agents were over the moon when they laid their hands on Freshdesk. They were glad that they finally had a system in place which could govern their performance and ensure they weren’t missing out on SLA deadlines. The automations and collaboration features made our internal helpdesk oper...ations much more digital and reduced manual work to a large extent. We no longer had to frantically make phone calls, or run downstairs to get help from the engineering team. Testimonial By Mostafa AbdElKader

CUSTOMERS	TESTIMONIALS
Tristan Delany IT Manager Finsure	Freshdesk has eliminated the downtime associated with overloaded email inboxes. Agents now respond in real-time to incoming requests for assistance as opposed to waiting on bloated, shared inboxes Testimonial By Tristan Delany
Matthijs Lok Marketing Manager Online Pearson	We recommend Freshdesk because it’s great and their agents are determined to make it fit their customer’s needs. Testimonial By Matthijs Lok
Mostafa AbdElKader Manager of Customer Service and Business Operations CEQUENS	Our support agents were over the moon when they laid their hands on Freshdesk. They were glad that they finally had a system in place which could govern their performance and ensure they weren’t missing out on SLA deadlines. The automations and collaboration features made our internal helpdesk oper...ations much more digital and reduced manual work to a large extent. We no longer had to frantically make phone calls, or run downstairs to get help from the engineering team. Testimonial By Mostafa AbdElKader