If you’re exploring customer support tools, you might be wondering whether Freshchat is the right fit for your business, or considering a switch from your current platform.
Either way, you’re looking for real-world insights: how well Freshchat performs, whether its features truly add value, and what actual users have to say.
This Freshchat review covers that and more.
Use a better alternative to Freshdesk
What is Freshdesk
Freshdesk is a customer support platform designed to simplify help desk operations. It allows businesses to manage and respond to customer inquiries from multiple channels, such as email, phone, chat, and social media, in one place. By organizing these interactions into tickets and automating repetitive tasks, Freshdesk helps resolve issues faster and deliver a smoother customer experience.
Freshdesk has a 3.36% market share in the customer experience category and a 2.78% market share in customer service management.
What is Freshdesk used for?
You can use Freshdesk for:
- Ticket management: organizes support queries into tickets that can be categorized, prioritized, and tracked.
- Omnichannel support: handles customer messages from various platforms in one unified interface.
- Automation: automates repetitive tasks like ticket assignment, responses, and escalations.
- Self-service options: lets businesses create a help center with FAQs, articles, and community forums.
- Collaboration tools: enables multiple teams to work on tickets with features like Team Huddle and linked tickets.
- Analytics and reporting: offers insights into customer satisfaction and agent performance.
- AI-powered support: uses Freddy AI to suggest replies and streamline workflows.
- SLA management: ensures timely responses with customizable service level agreements.
Read more: Discover the essential help desk features you should keep in mind when choosing your software. Also, learn tips and best practices for help desk management.
Freshdesk price
Here are Freshdesk’s pricing plans:
- Free Freshdesk trial: you can use all the Enterprise plan features for 14 days.
- Free plan: free forever up to 2 agents. In this plan, you can use the website live chat, email, and a unified agent workspace.
- Growth: at $18 per month per agent, this plan gives you access to the customer portal, ticketing system, standard reports, and routing automations.
- Pro: for $59 per month per agent, you can use the customized support portals, advanced ticketing, custom reporting, and different routing mechanisms.
- Bundle (Pro + AI Copilot): this plan costs $94 per month per agent. It offers all the functionality of the Pro plan and adds Freddy AI Copilot.
- Freshdesk Enterprise: at $95 per month for each agent, this plan provides audit logs, skills-based assignments, approval workflows, and additional security features.
You can find more information about Freshdesk costs on their pricing page.
Freshdesk features
At its core, Freshdesk CRM has an intelligent ticketing system that automatically converts inquiries from various channels into trackable tickets. It empowers customers with self-service options like AI knowledge bases and forums, reducing agent workload. For internal efficiency, it offers team collaboration tools such as shared ticket ownership and internal notes. The platform also includes advanced analytics for performance monitoring and customizable reports.
Here are the main features in more detail:
Freshdesk ticketing system
Freshdesk’s automated ticketing system helps your support team stay focused and deliver exceptional customer service. With intelligent features like smart workflows and real-time collaboration, your team can keep things organized and resolve issues with clarity and speed.
Recurring problems? Link all related tickets to a single master ticket for streamlined updates. Complex issues? Assign shared tickets across teams without losing track. Freshdesk makes it easy to delegate, track progress, and resolve problems efficiently. This way, your team can focus on what matters most: happy customers.
Team collaboration
Freshdesk software brings your team and your tools into perfect sync. With a unified workspace, the platform combines customer history with real-time collaboration. By doing so, agents can focus on helping customers instead of switching tabs. Everything’s in one place, enhanced with AI for faster, smarter support.
You can say goodbye to shared inbox clutter. Freshdesk’s centralized ticketing system keeps roles clear and conversations well organized to ensure your agents’ responses are consistent. It’s seamless teamwork that keeps everyone aligned—and customers satisfied.
Freshdesk reporting
Freshdesk analytics tab gives your team the power to turn data into action. With real-time insights and flexible reporting tools, you can monitor performance to make smarter decisions in the future. From pre-built reports to customizable dashboards, it’s everything you need to stay on top of trends and optimize support.
If you need instant clarity, you can use the out-of-the-box reports to view ticket volume, resolution times, CSAT scores, and more. And if you want something tailored, you can build custom reports with filters that match your KPIs. The system is intuitive and built for better results.
Self-service knowledge base
Freshdesk makes it easy for customers to find answers on their own. With self-service portals and a smart knowledge base, your customers can resolve common issues without your agents’ involvement. Fewer tickets mean faster service for clients and more time for your team to focus on complex problems.
On top of that, Freddy AI bot handles FAQs by providing users with links to helpful knowledge base content. It’s self-service that actually works.
Freshdesk reviews
Freshdesk generally receives positive user reviews, with many customers praising its intuitive interface and ease of setup that caters well to both small teams and large enterprises. Users appreciate the platform’s seamless multichannel support, which allows them to manage email, chat, phone, and social media inquiries from a single dashboard.
However, some users note that advanced reporting and customization can be complex without technical guidance, while automations are not as advanced as those of competitors.
G2 reviews: 4.4/5 ⭐️ (3,500+ ratings)
Capterra reviews: 4.5/5 ⭐️ (3,300+ ratings)
Here are the biggest advantages and drawbacks of Freshdesk according to the platform’s users:
| Pros | Cons |
| Easy-to-use interface | Ticketing system issues |
| Reporting tools | Limitations of features |
| Customer portal | Unreliable mobile app |
| SLA indicators | Inconsistent customer support |
And here’s what the real-life users say about Freshdesk:
Freshdesk review: key takeaway
Freshdesk helps businesses manage customer inquiries efficiently with a robust ticketing system to ensure that you offer timely, personalized support across multiple channels. Its quick setup and unified interface are often praised, though users note that customization options are limited and support can be inconsistent.
While Freshdesk delivers a comprehensive set of support tools, Tidio stands out with its seamless blend of ticketing and AI automation. Its AI chatbot, Lyro, goes beyond rule-based responses by using natural language processing to handle up to 67% of frequent customer questions, without human intervention.
And it’s now available on email as well as the website’s chat widget.
This reduces the volume of incoming tickets and improves response times, resulting in higher customer satisfaction. Tidio also earns high marks for its user-friendly design. With powerful automation workflows, multilingual support, and a centralized inbox for all communication channels, it ensures your support team stays productive.
So, if you need an alternative to Freshdesk, Tidio is your best shot. Give it a try today.
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