--- description: Learn more about Freshdesk price, benefits, and disadvantages for businesses in South Africa. Read reviews from verified users and discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Freshdesk Price, Reviews & Features - Capterra South Africa 2026 --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/30008/help-desk/software) > [Freshdesk](/software/124981/freshdesk) # Freshdesk Canonical: https://www.capterra.co.za/software/124981/freshdesk Page: 1 / 140\ Next: [Next page](https://www.capterra.co.za/software/124981/freshdesk?page=2) > Freshdesk is a customer support software that helps businesses streamline support operations and enhance customer experiences. > > Verdict: Rated **4.5/5** by 3466 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Freshdesk? Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 3466 Reviews | | Ease of Use | 4.5/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Freshworks - **Location**: San Mateo, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: US$19,00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: It is available for $0 for 2 agents for 6 months - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000, 5 001–10 000, 10 000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese - **Available Countries**: Albania, Algeria, Argentina, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Benin, Bosnia & Herzegovina, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia and 100 more ## Features - Access Controls/Permissions - Activity Dashboard - Alerts/Escalation - Automated Routing - CRM - Call Center Management - Call Monitoring - Call Recording - Call Routing - Catalog Management - Chat/Messaging - Collaboration Tools - Communication Management - Content Management - Customer Experience Management - Customer History - Customer Portal - Customer Support - Customizable Forms - Customizable Templates - Dashboard - Discussions/Forums - Email Management - Engagement Tracking - Full Text Search - IVR - Inbox Management - Incident Management - Interaction Tracking - Knowledge Base Management - Knowledge Management - Live Chat - Mobile Access - Multi-Channel Data Collection - Multi-Language - Queue Management - Real-Time Chat - Real-Time Monitoring - Real-time Consumer-facing Chat - Remote Access/Control - Reporting & Statistics - Screen Sharing - Self Service Portal - Sentiment Analysis - Service Level Agreement (SLA) Management - Survey/Poll Management - Surveys & Feedback - Task Management - Text Editing - Workflow Management ... and 22 more features ## Integrations (78 total) - Adobe Commerce - Aircall - Ameyo - BigCommerce - Box - CS-Cart Store Builder - Campaign Monitor by Marigold - Capsule - ChargeDesk - Coevera - Constant Contact - CustomerGauge - Dropbox - Easy Insight - Five9 ... and 63 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Help Desk Software](https://www.capterra.co.za/directory/30008/help-desk/software) ## Related Categories - [Customer Service Software](https://www.capterra.co.za/directory/22/customer-service/software) - [Help Desk Software](https://www.capterra.co.za/directory/30008/help-desk/software) - [Complaint Management Software](https://www.capterra.co.za/directory/30674/complaint-management/software) - [Issue Tracking Software](https://www.capterra.co.za/directory/30675/issue-tracking/software) - [Service Desk Software](https://www.capterra.co.za/directory/31027/service-desk/software) ## Alternatives 1. [Zoho Desk](https://www.capterra.co.za/software/169505/zoho-desk) — 4.5/5 (2213 reviews) 2. [Salesforce Sales Cloud](https://www.capterra.co.za/software/61368/salesforce) — 4.4/5 (18799 reviews) 3. [Zendesk Suite](https://www.capterra.co.za/software/164283/zendesk) — 4.4/5 (4087 reviews) 4. [LiveAgent](https://www.capterra.co.za/software/102188/liveagent) — 4.7/5 (1787 reviews) 5. [LiveChat](https://www.capterra.co.za/software/62194/livechat) — 4.6/5 (1727 reviews) ## Reviews ### "Highly Recommend" — 5.0/5 > **Sebastian** | *26 May 2026* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: Value for money - Its worth the investment. Customer support - Quick Customer Support. Ease of use - Its easy to use for users Management - Management is straightfoward > > **Cons**: I wish you could have training modules for users and administrators and also work on how we can integrate chat and other functionality easily. > > I am satisfied with most of the features, I would recommend it to someone else. Very easy to manage tickets and cases. ----- ### "Easy To Find Support Tickets and Cost Effective" — 5.0/5 > **Jesse** | *23 July 2026* | Information Technology & Services | Recommendation rating: 7.0/10 > > **Pros**: You can easily view all support tickets coming into your company on the dashboard. Additionally, there are plenty of options to filter by what you want to search by like what time the ticket came in, who it is assigned to, the status, etc. The UI side navigation is very transparent and flows very well. > > **Cons**: When viewing the ticket, there does not appear to be enough opportunities for some information to be provided, like the friendly name of the company. Signing in can also be a headache with how it's configured, I have to login twice and that gets confusing. > > I have had a good experience using Freshdesk to respond to support cases from customers. The software itself is very cost friendly and easy to find tickets. It also integrates well with third party development tools so updates are synchronous. ----- ### "Reliable Help Desk Platform and Easy Setup" — 5.0/5 > **Graeme** | *12 July 2026* | Packaging & Containers | Recommendation rating: 10.0/10 > > **Pros**: Freshdesk is intuitive and easy to set up, making it simple for support teams to get started quickly. The ticket management system is well organized, automation rules save a lot of time on repetitive tasks > > **Cons**: Some advanced features are only available on higher-tier plans, which can become expensive as your team grows > > Overall, Freshdesk has been a reliable and user-friendly customer support platform. It has helped streamline ticket management, improve response times, and provide a better experience for both support agents and customers. ----- ### "Good Agent Experience, But Broken Integrations and Frustrating Support" — 3.0/5 > **Marjana** | *15 May 2026* | Computer Software | Recommendation rating: 4.0/10 > > **Pros**: Agent experience and knowledgebase article creation is intuitive. Standard workflows work well for smaller organizations. > > **Cons**: Jira integration is broken. Analytics data captured does not allow us to fully understand service gaps when there are more complex workflows, like escalation to an external team. > > Customer Support takes too many responses to get to resolution and the service overall is not great. I get tired of having to repeat myself, go through scenarios that have nothing to do with my issue and having agents regurgitate Freddy AI solutions that don't resolve my issue (I am forced to talk to Freddy first after all, so what gives?) ----- ### "Easy to Use and Support Team That Actually Supports" — 4.0/5 > **CH L** | *25 May 2026* | Education Management | Recommendation rating: 8.0/10 > > **Pros**: What I liked most about Freshdesk is how easy and intuitive the platform is for daily ticket management. The UI is clean, so onboarding new agents is straightforward and the team can start working efficiently very quickly. I also really like the agent reporting features, which make it easy to track performance and monitor support quality. Another major positive is Freshdesk’s support team, they’ve been very responsive and genuinely helpful whenever we’ve faced issues or needed guidance. > > **Cons**: One thing I’d like improved is how DSAT and CSAT are handled. If a user initially gives a DSAT and later converts it into a CSAT after further interaction, the original DSAT still remains, which can affect reporting accuracy. I’d also love a quicker option to add users to CC just by hovering over or selecting an email directly, since small workflow improvements like that save time. > > Overall, my experience with Freshdesk has been positive. I've used it for almost a year in a customer support role, and it has helped streamline daily workflows through its clean UI, reporting features, and support tools. The transition from Zendesk was fairly smooth, and I especially appreciated how responsive and helpful the Freshdesk support team has been whenever issues came up. One small thing I genuinely love is the positive affirmations that appear while pages load, it's a tiny touch, but it adds a nice, human feel during a busy workday. While there are a few areas that could be improved, particularly around feedback handling and workflow efficiencies, it has been a reliable platform overall. ----- Page: 1 / 140\ Next: [Next page](https://www.capterra.co.za/software/124981/freshdesk?page=2) ## Links - [View on Capterra](https://www.capterra.co.za/software/124981/freshdesk) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fi | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | ko | | | nb | | | nl | | | nl-BE | | | pl | | | pt | | | pt-PT | | | sv | | | tr | | ----- ## Structured Data