Freshdesk: Pros And Cons Of A Popular Help Desk Software

Freshdesk is one of the most popular help desk software solutions on the market. What makes it such a reliable service? In this article we’ll try to answer that question by discussing the most important Freshdesk pros and cons. We hope our analysis helps you decide whether this service is a right help desk solution for your company or if you should go and look for another alternative.

If you are looking for a good quality help desk system for your company, you don’t have to look beyond Freshdesk. After a thorough examination of the app our experts have no doubt that Freshdesk is currently the best help desk software on the market. The vendor offers a great freemium plan for up to 3 users and provides an excellent free trial plan that allows you to try out all the key features on your own. You can easily sign up for Freshdesk free trial here.

Below we’ll go over all major features of Freshdesk and analyze all the pros and cons involved. If you need a more comprehensive look at its functionalities you can also read our Freshdesk reviews.

Overview of Freshdesk Advantages

What Users Like Best About Freshdesk

Freshdesk allows users to automate and monitor necessary workflows in IT. Its Google Apps plugins offer additional services without clients needing to change any touch points. Plus, it is a smooth process to transition to Freshdesk and start working on it. With this app, your customers can access their ticket status and ticket history, and give ratings. The software also offers the necessary metrics to help you get insight on the effectiveness of your help desk processes.

Freshdesk is a better option than handling support through email. The app keeps responses from customers together and offers useful features for sharing support responsibilities with other agents. The “Solutions” section is helpful to customers and the solutions can be easily linked or added to customer responses. It helps to provide a coordinated response to customer questions, general feedback, endorsements, and queries for product information.

Both agents as well as customers find this service easy to use. The customer portal is simple and uncluttered, and easy for customers to register and submit issues to. Customization enables corporate branding, and offers fine tuning and multiple layouts. Companies have found an improvement in customer satisfaction after using Freshdesk which provides a simplified way to provide top rate customer support.

Here's how part of Freshdesk UI looks like

Here’s how part of Freshdesk UI looks like

Overview of Freshdesk Key Features:

  • Email to Ticket Conversion
  • Knowledge Base
  • Self Service Portal
  • Multiple Service Level Agreement policies
  • Automations – Ticket routing, scenario automations
  • Multi-channel support, including Facebook & Twitter
  • Community Portal with Idea Management & Voting
  • Multi-product/multi-brand Support
  • Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
  • Multi-language & multi-time zone support
  • Satisfaction Surveys
  • Leaderboard & gamification


The app gives your inbox a team-wide support by placing all your agents on board a single panel with status updates of all customer emails. Agents can collaborate, help each other, and ensure all emails are addressed. The app will also prevent two agents from responding to the same customer with the app’s proactive agent-collision detection feature.


You can label tickets quickly and accurately, and route them immediately to the right agent for fast response and resolution. It’s also possible to customize your fields and tickets according to your business needs in a snap.


You can automate your customer support from dispatching tickets to resolution, and make sure everything is categorized, assigned, and prioritized correctly.


The tool allows you to monitor customer posts about your product in social media and respond to issues that can escalate, or build on opportunities to promote your service or product. The service also offers your support team greater visibility across social channels.

Freshdesk Usability Pros:

  1. Consistent
  2. Convenient
  3. Easy to use
  4. Familiar
  5. Feel confident using
  1. Like to use
  2. Quick to learn
  3. Relatively simple
  4. Technical support not required
  5. Well integrated

Knowledge Base

The app will help your new agents give the right answers. It intuitively suggests answers from your knowledge base based on customer queries. It will also help your customers find the right answers for themselves with the self-service portal. This will allow you to significantly reduce your workload.


You can build a community of interested customers by creating a section on shared best practices, advice, and useful tips, and encourage an exchange of ideas among them.


The app allows you to monitor your agents’ turnaround time for each customer, and identify trends, patterns, obstacles, and opportunities to improve your support.

Multi-product Support

You can set up a top rate support system across multiple of your products. You get one solution for different brands.

Global support

The app offers customer support across different time zones and languages with a variety of language and global time features.


The app will use drill-down tools to give you a comprehensive overview of your support to get to the root. You can also use the Customer Satisfaction Survey to obtain customer feedback to measure your support performance.

Game Mechanics

Freshdesk lets you inspire your agents with game-based mechanics that keeps track of their performances.


Freshdesk Customer Support Pros:

  1. Quick initial response
  2. Support understands customers’ issues
  3. Good followup
  4. Immediate help offered
  5. Kept well informed
  1. Knowledgeable team
  2. No escalation required
  3. Problems get solved
  4. Quick resolution
  5. Support cares about customers’ success


The app has built-in integrations with more 35 platforms and business apps including: Zapier, Google Apps, Google Contacts, MailChimp, SurveyMonkey, Olark, Jira, Screenr, Shopify, FreshBooks, LogMeIn Rescue, SugarCRM, Salesforce etc.

Multi-Channel Support

You are engaging customers on email and phone, and they share their opinions about your product on social media. This means your support needs to be proactive to engage them in all these areas. You can use the app to support your customers on phone, email, Facebook, Twitter, and your website – all from a single place. You can use Freshchat, a live chat solution, and Freshfone, the app’s integrated voice telephony system, to provide instant answers to customer queries.

Flexible Pricing Plans

Freshdesk offers flexible pricing plans to suit organizations of all sizes – from startups to enterprises. You can find more information on the Freshdesk cost here. Pricing starts with the freemium Sprout plan which is offered free for up to 3 agents, and the cheapest paid plan starts at $16 agent/month. All plans offer a free trial that allows you to test their service before you decide on a paid plan. You can easily sign up for Freshdesk free trial here

An overview of Freshdesk pricing plans

Freshdesk Pros Pointed Out by Actual Users

  • It’s easy to use – you can set it up easily and get started in just a couple of minutes.
  • Since the app is web-based, users do not have to undertake the hassle of maintaining a server. They can get regular updates on recent features and functionalities.
  • It is highly flexible and customizable in terms of integration and functionality.
  • The vendor offers reliable technical support and their helpful agents are quick to resolve if you have problems with any function.
  • It stores a large amount of information, including FAQs, which helps new users resolve issues on their own.

Freshdesk Cons

A few users have pointed out some minor issues with the software. For example, the reporting module can be improved and the premium packages can be a bit expensive per agent. But, its high-quality features and benefits means the cost is well worth it.

Bottom Line

Our detailed analysis of Freshdesk pros and cons shows that it is currently the best help desk solution available on the market. If you’re looking for a solid help desk solution with a wide range of features and an easy-to-master interface you can’t go wrong with Freshdesk. You can easily find out why this software is so great by testing the tool on your own with their free trial plan. If you want to check the app’s features on your own you can sign up for Freshdesk free trial here.

Christopher Robinson

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.

Leave a comment!

Add your comment below.

Be nice. Keep it clean. Stay on topic. No spam.


Why is FinancesOnline free? Why is FinancesOnline free?

FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.

No time for detailed research?

Get the best help desk software solution!

Award Zendesk