freshdesk: Use-Cases, Insights and Reviews | 2026 Cuspera

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

4.46 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(29147)

Omnichannel Customer support software

AI Powered

App Partner

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

See all use cases See less use cases

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

"Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service department...s, as well as internally. In addition to outstanding products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution" - Niv Liran

freshdesk, Vision Helpdesk, LiveAgent, Remote Support Desktop, Smith.ai, 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.

freshdesk Customer wins, Customer success stories, Case studies

Why is freshdesk the best choice for Helpdesk Management?

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 has wonderful features where incoming calls and notification pop-up in your help-desk...." Peer review by Simon O., Marketing Analyst, Education

Read Reviews

What makes freshdesk ideal for Knowledge Management?

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.

"...We use Freshdesk for customer support, live chat and our FAQ page via their knowledge base...." Peer review by Mike M

Read Reviews

What benefits does freshdesk offer 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.

"...It presents variability in communication channels, through chat rooms, comments, with the possibility of attaching videos, images that make interaction with customers much more efficient...." Peer review by Camila B, Executive Director, Global Digital Marketing, Marketing and Advertising

Read Reviews

How does freshdesk address your Customer Feedback Management Challenges?

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.

"...The feedback from client publishers has also been extremely good, with satisfaction levels routinely exceeding 90%...." Case Study Macmillan

Read Reviews

What benefits does freshdesk offer for Communication Management?

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.

"...if this email address @123abc.com sends an email it automatically gets assigned to this person in the team and this group...." Peer review by Karen G., Executive Assistant, Accounting

Read Reviews

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
Niv Liran Chief Product Officer AUTO1 Group	Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service departments, as well as internally. In addition to outstandi...ng products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution Testimonial By Niv Liran
David Faith VP - Business Systems ESS	Freshdesk has delivered great value for us. It is intuitive, has created consistency in processes, and it gives us the ability to onboard new agents without a lot of extra work. We can train people quickly. It more than pays for itself. Testimonial By David Faith
Stefan van den Tol Service Manager aNewSpring	In the past one year, we’ve gone from an 87% positive rating to 94% and we are very proud about that. Freshdesk helps us be more 'Awesome'. Testimonial By Stefan van den Tol

CUSTOMERS	TESTIMONIALS
Niv Liran Chief Product Officer AUTO1 Group	Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service departments, as well as internally. In addition to outstandi...ng products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution Testimonial By Niv Liran
David Faith VP - Business Systems ESS	Freshdesk has delivered great value for us. It is intuitive, has created consistency in processes, and it gives us the ability to onboard new agents without a lot of extra work. We can train people quickly. It more than pays for itself. Testimonial By David Faith
Stefan van den Tol Service Manager aNewSpring	In the past one year, we’ve gone from an 87% positive rating to 94% and we are very proud about that. Freshdesk helps us be more 'Awesome'. Testimonial By Stefan van den Tol

Welcome to Freshdesk | Best Customer Service Software

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 .