Freshdesk Pricing Overview

There is plenty of support documentation to help you get started. It also is easy to get started without much configuration. Everyone I have talked with in customer support or customer success has been very friendly. Those in the support desk are pretty quick in response, I rarely go 12 hours without some kind of response from them. Then if I am not quick enough I get a reminder with in 24 hours as follow up help, and I truely apprecate that. Our customer success support agent did let us know when we were not taking full advantage of the system. This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting.

If the wrong person is in charge of setup it can set the whole product lose functionality. Some features are locked into higher pay brackets that feel like the should be in a lower tier, such as the article review feature. Being able to review and collaborate on articles in the system should certainly be a paid feature, but it shouldn't need to be an enterprise level feature. I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back. I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping. My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade. I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent.

Currently Freshdesk is bringing in our customer support tickets, and allowing for easier collaboration. There are several benefits that we have yet to explore. This does allow for easy ticket management.

They offer a wide range of solutions, and it used to be at a reasonable price.

At the beginning of 2021 Freshdesk decided to limit their SSO (Single Sign-On) functionality to their new system. All customers had to implement the new system before May 31. Although this might be inconvenient, it is part of keeping systems up to date. So we started to change to the new system at the beginning of May. And then, the horror started... We have various labels/brand identities with different SSO URLs. This used to be no problem in the old system, and everything worked fine back then. After trying to configure different SSO configurations for the various labels, this didn't seem possible. So I emailed their customer service. From the Freshdesk customer service on May 19, 2021: "... Also, it possible to create different SSO policies for different portals, and you would need to be on an Estate plan having an active portal to view the same options. You will have to enable this SSO only for a specific portal and create other custom policies for the other portals. ​I can see that you are currently with a Garden subscription, and I assume you are exploring the Estate plan for now. In order to test this, I would suggest you sign up for a new Estate account to test. ..." So to keep using the functionality as we had before Freshdesk expected us to upgrade to a more expensive plan at MORE THAN 2.5x times the monthly cost. After pointing this out, another employee responded: From the Freshdesk customer service on May 20th: "... However, this could not be implemented in your current plan as this available only from the Estate plan and onwards. ..." After mailing back and forward, they eventually could offer us a 15% "discount", which was NOT a discount for us, but a 76.4% increase for something we already had before (and did not ask to change). Some more time and mails later (meanwhile it was August 11, 2021) Freshdesk changed their plans, and they could offer their "Pro" plan (which was formerly known as their Estate plan) for a lower price. Keep in mind that this was still almost 2x as expensive as the account we had before, for a change we didn't requested. Since all our processes and service flow were designed around Freshdesk, we decided to pay the price (all this time, our customers couldn't log in to Freshdesk via SSO from our applications). But wait, it gets worse ... After our account was upgraded I tried to configure SSO for our different labels. I made several attemps but the option still didn't seem available, so I contacted Freshdes support once again. From the Freshdesk customer service on August 16, 2021: "Being able to set up portal-specific SSO login flows is yet to be realized in Freshdesk. We would not be able to set custom SSO login flows for multiple product portals. It's not yet supported for Multiple Products or Portals setup." From the Freshdesk customer service on August 18, 2021: "I had a word with the Product and Development teams regarding this. They told me that we have had quite a few similar requests and that there may be a chance to take it up as a feature request though we do not have a current timeline or roadmap for this." We requested to be downgraded to our original plan (at the moment of writing that request is still pending). So for now we are stuck with double the monly costs and our customers who can't use the SSO for over three months (and counting). Buyer Beware: Be carefull what you get yourselfs/company into. Freshdesk has the tendency to change their plans (and the services therein), the story above is already the second time it happended to us (whe had simmilar issues with Freshchat). Freshworks has proven to be an unreliable business partner, making changes which limit the featureset and forcing unwanted upgrades to more expesive plans based on false promises. After a few years your processes and applications will be integraded with your service desk application and a switch is not quickly done. Alough, when taken everything in consideration, it definely will be worth it and say Freshdesk goodby.

We use Freshdesk (in combination with Freshcaht) for customer contact and care.

Best features are the modern user interface that is very easy to use and the flexibility of the system. The API was a breeze to work with and the Dispatch'r, Supervisor and Observer tools have a lot of power that is easy for even non-tech or low tech users to make use of.

There are not many negatives. From a feature aspect, the lack of a contact/company purge (after deletion) is a glaring feature we ran into. You can not have multiple contacts with the same unique identifying information (like email address). To "purge" a contact and reuse the email on another contact, you have to (1) add a second email address to the contact, (2) set the new email address as the defaults, (3) remove the original email address from the contact, (4) then delete the contact you wanted to purge. This deleted contact stays in the trash forever so that leaves a really long list. Aside from that, the only other issue is cost. It is a great product but the new pricing scheme is much more costly than the 2016 plans. The 2016 plans included more features in the base levels but did not cost terribly per user. They also had the ability to purchase temporary day users for those who access the system once a month etc. That is the current plan we are on. During implementation, they switched their pricing schemes significantly. Now the basic features we use and are very happy with are only included in much more expensive plans. "Upgrading" to those plans will cost us 2-3 times as much as we are paying now. That is an extreme change in price. I do not know what is going to happen when they decide to do away with the 2016 plan we are currently using.

We are using Freshdesk for internal support and for external support of our customers. This includes integration with our existing software's ticket portal, providing Freshdesk portal access to our customers, automating internal system reporting, and agent access to the mobile apps.

From the start of our engagement with Freshdesk, we've found them an excellent company to work with. They offered a great deal of flexibility during our initial research into the solution, extending trials and providing one-to-one support via email, phone, live chat and video chat to help us resolve some of our outstanding questions on choosing whether to buy or not. Post-purchase, this level of engagement has continued and the support from the Freshdesk team, all the way through to the COE, has been first rate. From a solution perspective, Freshdesk has everything we need in it. It took us a very short amount of time to configure the tool to work with our own environment (loading agents, integrating security, branding etc.) and the user experience is outstanding. The UX is sophisticated and modern, but feels warm, so change management with our team was significantly easier (i.e. it's not an intimidating tool to use). The email integration was a clear winner for us - it has allowed our users (500+ mobile workforce) to use Freshdesk with no process changes - we've just routed their emails into Freshdesk - and now we have visibility of all of their requests and can manage a better service. In the 6 months we've been engaged with Freshdesk we haven't seen a single outage or performance issue, yet it has improved immensely over that time, with no additional cost to us (e.g. Freshchat). I can't say that about any of our on-premise solutions. It'd also be a little wrong not to comment on Pricing. Freshdesk is less expensive than its nearest competitors, has an extremely clear pricing plan (4 plans, monthly or annual, that's it) and the flexibility offered made a year's sign-up a no brainer.

We have deployed Freshdesk to about 100 agents internally, who represent about 40 different services that we offer. The setup of Freshdesk is straightforward and powerful, which is great, but I would be concerned about deploying the same instance to many more services, as the rules setup can get a little unwieldy unless naming conventions etc. are established up front and respected. Also, the reporting capabilities are good, but not great - we rely on export to CSV a lot to do detailed reporting. However, we've been in active discussions with the Freshdesk team about that and changes are on the way.

My team and I were looking for a new service management solution for a newly established group within my company (a Fortune 500), comprising about 100 individuals who have never previously worked as part of a structured business service. We are centralising all administration functions in the UK & Ireland into that group and as such needed a structured tool to handle requests, manage workload etc. On reviewing over 10 different options (including internal development), we decided on Freshdesk due to its feature set, pricing and our extremely positive experience working with the Freshdesk pre-sales team. We have already realised significant benefits in increasing our "right first time" metric on dealing with requests, the sales and marketing community (our clients) have reporting significantly increased satisfaction due to the visibility of requests that they've made (i.e. rather than email) and the 100 or so Agents have all responded extremely positively to the tool. All of that has allowed us to start rationalising the way we deliver our services, identify key areas for improvement and identify when we have impending service issues. ROI-wise, I gained agreement for an implementation of Freshdesk by identifying at least a 2-1 ROI (i.e. each licenses would gain back twice the value) and so far we're seeing at least that.

Freshdesk offered us a very cost effective, powerful platform to deliver a help desk/solutions knowledge base to our customers around the world, 24/7. With multiple levels of service and pricing, Freshdesk has one of the most competitive offerings on the market. The ability to add canned responses for repeat questions allows us to save time on the phone by directing customers to accurate, already written responses with pictures and instructions. This alone has saved significant time in repeating of tasks. The number of different support channels powered by Freshdesk is very impressive, and the ability to manage all levels of support from one centralized dashboard offers streamlined convenience for many businesses. Also, the ability to grow and scale as your needs change is very nice.

The initial setup can be slightly complicated until you tweak the settings to exactly how you want it. Ticket assignment rules, etc. could be slightly more intuitive. The layout of pages, etc. is not quite as easy to manage as I had hoped, but once you get the feel for it it isn't too bad. The customization could be a little better, and the look could be a little more "fresh."

Customer support, knowledge base, help desk. Centralized management of customer support issues. Time savings vs on the phone support, less repeated support queries.

Freshdesk was easy to setup and had enough features to get us running within 24 hours. Application sees constant improvements and new features are being added on monthly basis which is something rare. Price tag for this support desk is extremely appearing at to my knowledge offers best price to features ratio. Support desk is always enthusiastic and ready to help which is good thing. Another thing which is worth mentioning is that they seems to be focused on getting feedback from customers to get application up and running.

We been super happy for a year using Freshdesk afterwords everything went south. We started experienced performance issues and stability problems both on Freshphone system and support desk end. Problem was visible regardless of work environment, network or machine. We reached point where we had issues on weekly basis and some of those problems been core reason why we are looking into switching to different solution. Price tag on phone system is insane, after switching to 3CX our bills for calls went down about 75%. Few years back this was great tool for great price, now based on issues we had and current prices of different solutions there are better tools.

Freshdesk allowed us to scale up and almost triple volume of submitted tickets and double client base. It's right tool for small businesses for a descent price. Thanks to this tool we been able to work more efficient than going through outdated support system/email.

In a price-per-feature evaluation, Freshdesk is great. It gets the bare basics out of the way and has a variety of customization options. We moved from an home-made internal-only ticketing system to Freshdesk and we really appreciate the recordkeeping of client communication and being able to look at all our teams stand in a glance.

Very poor support of customers that don't have an email address, or mixed corporate customers where initial contacts may not have an email address, but their supervisors that need to watch the ticket do. Have to rely on a separate system for internal project tracking/planning. On lower-tier plans (or maybe all plans?) unable to do customer-centric reporting (such as ranking customers by complaints) or considering external stats for reporting (such as comparing number of calls logged in phone system for a client against the number of complaints or errors generated for that client). But then again, the price other systems charge (IF they offer those things) is often far too much for the benefit provided.

Collecting, tracking and responding to client complaints for a 3rd party call center. Ensuring prompt responses and tracking performance and errors over a long period of time.

The cost and the custom config options. This platform is actually quite detailed in its components, from the knowledge base to the automation options, not bad.

The support is not great, but you get the feeling they are really trying. Because the platform is so broad it's hard to explain when you run into an issue what that issue is when the support agent/product person does not seem to understand the platform as well as you do. There are also a lot of features that are price gated which is difficult if you are a startup.

Freshdesk hosts our KB, is the helpdesk hub and we also use freshcaller. It was quick to set up and get our clients to use.