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Freshdesk

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Overview

What Freshdesk does

Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, as well as multiple social channels.

What people use it for

  • Help desk and ticketing system
  • Customer support portal and knowledge base
  • Multi-channel support coordination
  • AI-assisted support agent interaction

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The honest half

Where it falls short

Concrete and checkable, so you can decide whether any of them matter to you. This is the half of a review a vendor will not write about Freshdesk.

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Cross-shopped

What people choose instead of Freshdesk

Each pairing was judged by two reviewers asking whether a buyer would genuinely weigh the two against each other. The ones that failed were deleted rather than published.

Capabilities

Features

  • Ticketing

    Ticketing capability

  • Automation

    Automation capability

  • Self-service

    Self-service capability

  • Team collaboration

    Team collaboration capability

  • Multi-channel support

    Multi-channel support capability

  • SLA management

    SLA management capability

  • Reporting

    Reporting capability

  • Mobile apps

    Mobile apps capability

  • Slack

    Integration with Slack

  • Microsoft Teams

    Integration with Microsoft Teams

  • Salesforce

    Integration with Salesforce

  • Jira

    Integration with Jira

Behind it

Who makes Freshdesk

Company
Freshworks Inc
Based in
San Mateo, CA
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Where to go from Freshdesk

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Compare Freshdesk with

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Softwr does not host reviews and shows no star rating for Freshdesk, because a rating we did not collect is not ours to publish. What is here is the pricing and platform detail from the vendor’s own pages, limitations we could state concretely, and alternatives a reviewer confirmed people weigh against it. Tell us if any of it is wrong.

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