Freshdesk

Freshdesk Is a customer service platform cloud-based, designed to help businesses of all sizes deliver exceptional support. It is aimed at startups as well as large companies seeking to optimize the management of their customer interactions.

Its main promise is to centralize and simplify customer communication, in order to solve problems more quickly and effectively. In 2025, Freshdesk is establishing itself as one of the best support tools thanks to its intuitive interface and powerful features, including artificial intelligence.

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What is Freshdesk for? (Use case)

Freshdesk primarily serves to unify all customer support requests in one place. Whether customers contact you via email, phone, live chat, or social media, every conversation is turned into a “ticket” in a shared inbox. This allows teams to collaborate and respond in an organized manner, leaving nothing to chance.

For an SME, this means professionalizing its after-sales service effortlessly. For an e-commerce site, Freshdesk helps manage questions about orders and returns effectively. For a SaaS company, the tool is perfect for structuring technical support and tracking incident resolutions.

Freshdesk's key features

Freshdesk offers a comprehensive range of tools to improve the customer experience. Here are its main features:

  • Omnichannel ticketing system: Centralize tickets from multiple channels (email, phone, phone, chat, social networks) in a single interface for unified management.
  • Automating tasks : Create rules to automatically assign tickets to the right agents, send predefined responses, and manage follow-ups without manual intervention.
  • Knowledge base and self-service portal: Set up a help section (FAQ, guides) where customers can find answers on their own, reducing the volume of incoming tickets.
  • Team collaboration: Share ticket ownership, discuss internally with employees, and avoid having two agents respond to the same ticket with collision detection.
  • Reports and analyses: Track your team's performance with detailed dashboards on response times, customer satisfaction, and agent workload.
  • Freddy AI: Use artificial intelligence to assist your agents with response suggestions, automatically sort tickets, and feed a chatbot for 24/7 support.

screenshot dashboard fresdesk

Benefits and limitations of Freshdesk

Like any tool, Freshdesk has strengths and areas to consider.

✅ Advantages:

  • Ease of use: Its interface is clear, intuitive and pleasant to use, which facilitates adoption by teams.
  • Generous free plan: The free version is very comprehensive for small teams just starting out, including ticketing and a knowledge base.
  • Omnichannel approach: The ability to manage all communication channels centrally is a major asset.
  • Powerful automations: Automated workflows save considerable time and ensure consistent management of requests.

❌ Limits:

  • Cost of higher plans: The more advanced features, such as AI or custom reports, are reserved for more expensive plans, which can be a significant budget.
  • Complexity of advanced reports: Although powerful, analysis tools can become complex to configure for very specific needs.

How much does Freshdesk cost? (Prices 2025)

Freshdesk offers multiple pricing plans to adapt to different business needs. Prices are generally listed per agent per month, with a discount for annual billing. Here is an overview of the main subscriptions:

  • Free: $0 for up to 10 agents. This plan includes ticket management via email and social media, as well as a knowledge base.
  • Growth: Starting at $15 per agent/month (billed annually). This plan adds automation tools, collision detection, and performance reports.
  • Pro: Starting at $49 per agent/month (billed annually). It unlocks advanced features like multi-product management, customer satisfaction surveys, and more advanced reports.
  • Company: Starting at $79 per agent/month (billed annually). It's the most comprehensive plan, with a chatbot, support based on agent skills, and advanced security options.

A free 14-day trial is available to test the features of the paid plans.

pricing freshdesk

Our opinion on Freshdesk (Test & Recommendations)

After testing it out, our Freshdesk review is very positive. It is an extremely robust and versatile customer service solution. We particularly appreciate its ease of use, which does not detract from the depth of its functionalities. The interface is well thought-out, which makes the work of agents more enjoyable and productive.

The strengths we have observed are undoubtedly its very effective omnichannel ticketing system and the automation possibilities that really save time. The AI assistant, Freddy, is also a valuable addition, especially for teams managing a large volume of requests.

We recommend Freshdesk for SMEs and growing businesses looking to structure and professionalize their customer support without investing in an overly complex solution. It is an excellent choice for teams that want to be up and running quickly and sustainably improve customer satisfaction.

Our final score: 4.5/5

Alternatives to Freshdesk

If you want to compare Freshdesk to other players in the market, here are some relevant alternatives:

  • Zendesk : The main competitor, very comprehensive but often perceived as more complex and more expensive.
  • HubSpot Service Hub : Great if you're already using the HubSpot suite, as it integrates seamlessly with CRM and marketing tools.
  • Zoho Desk : A solid alternative that offers excellent value for money, especially for users in the Zoho ecosystem.

Integrations available with Freshdesk

One of the big benefits of Freshdesk is its ability to connect to a broad ecosystem of third-party applications. You can integrate it with your daily tools to create seamless workflows.

Some of the most popular integrations include tools for CRM like Salesforce, e-commerce platforms like Shopify, collaboration tools like Slack, and project management solutions like Jira. In addition, thanks to its compatibility with Zapier and Make, you can connect Freshdesk to thousands of other applications to automate your end-to-end processes.

How do I get started with Freshdesk? (Quick guide)

Getting started with Freshdesk is a quick and easy process. Here are the steps to follow:

  1. Create your account: Sign up for a free 14-day trial on the official Freshdesk site. No credit card required.
  2. Configure your communication channels: Connect your support email address, social media accounts, and activate the chat widget on your website.
  3. Invite your agents: Add your team members to the platform and define their roles and permissions.
  4. Personalize your portal: Build your knowledge base with help articles and customize the look and feel of your customer portal.
  5. Start processing tickets: You are ready to receive and respond to requests from your customers in a centralized manner.

For further integration into your project or tailor-made support, do not hesitate to call on experts. The TurnK team can help you get the most out of Freshdesk.

FAQ

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What is Freshdesk?

Freshdesk is a customer service software that allows you to centralize all customer requests (emails, phone, chat, social networks) in a single platform to manage them in an efficient and organized way.

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Freshdesk est-il gratuit ?

Yes, Freshdesk offers a free plan that includes basic features like the ticketing system and knowledge base for up to 10 agents, which is great for small businesses.

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What is the difference between Freshdesk and Zendesk?

Freshdesk and Zendesk are two market leaders. Freshdesk is often seen as easier to use and more affordable, while Zendesk is known for its robustness and extensive customization options, sometimes making it more complex.

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Does Freshdesk integrate with other tools?

Yes, Freshdesk integrates with hundreds of popular apps like Slack, Salesforce, Shopify, and Jira. It also supports Zapier and Make for nearly endless automation possibilities.

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What type of business is Freshdesk right for?

Freshdesk is suitable for all sizes of businesses, from startups to large accounts. It is particularly appreciated by SMEs and growing businesses that need a powerful but simple tool to structure their customer support.

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