Freshdesk
JSON twin: https://www.healthaidb.com/software/freshdesk.json
Company Name
Freshworks
Product URL
https://freshworks.com/freshdesk/
Company URL
https://freshworks.com
Categories
Summary
Freshdesk is a cloud-based customer support platform that centralizes patient and internal support requests, offering multi-channel communication, ticketing, automation, and analytics to enhance healthcare operations.
Description
Freshdesk is a cloud-based helpdesk system that unifies conversations from email, phone, web, chat, and social media into a single platform. It offers features such as ticketing, workflow automation, AI-powered bots, and analytics to streamline customer service processes. The platform is HIPAA-compliant, ensuring secure handling of protected health information. Freshdesk is accessible via web, iOS, and Android, and offers tiered subscription plans, including a free version and paid plans with additional features. The company, Freshworks, was founded in 2010 and is headquartered in San Mateo, California, with offices in London, Sydney, and Chennai. It has over 50,000 customers worldwide, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and Petronas.
Api Available
yes
Certifications
- ISO/IEC 27001
- SOC 2 Type II (AICPA)
- Cyber Essentials
- Cyber Essentials Plus
- PCI DSS Level 1
- CSA STAR Level 1
- EU-US Privacy Shield
Company Founding
2010
Company Offices
Compliance
- HIPAA
- GDPR
- SOC 2
- ISO/IEC 27001
- Cyber Essentials
- Cyber Essentials Plus
Customers
- Wiley journals
- Frio
- Core Commissions
- Frio Freshdesk
Data Residency
Multi-region hosting on AWS (US, EU, APAC regions; region selection available for certain plans)
Data Standards
- FHIR
- HL7 v2
- DICOM
- SNOMED
- ICD-10
Deployment Model
Features
- Ticketing/helpdesk
- Omnichannel support (email, phone, chat, social)
- Automated workflows and ticket routing
- SLA management and escalation
- Knowledge base / self-service portal
- Contextual customer timeline
- Canned responses / templates
- Collision detection / agent presence
- Multilingual support
- Reporting and analytics
- Custom ticket fields and forms
- Ticket automations (time- and event-based)
- Conversation threading and internal notes
- Attachments and file sharing
- Team inboxes and groups
- Role-based access controls
- Chatbots and AI assistant (Freddy)
- Portal branding and customizable widgets
- App marketplace / extensions
Id
SW1383
Integration Partners
- Slack
- CRM platforms
- Zendesk
- Salesforce
- HubSpot
- Zoho CRM
- Jira
- Trello
- Asana
- GitHub
- GitLab
- Bitbucket
- Shopify
- Magento
- WooCommerce
- WordPress
- Zapier
- Mailchimp
- Google Analytics
- Microsoft Teams
Integrations
- Salesforce
- Jira
- Slack
- Microsoft Teams
- Google Workspace (Gmail, Calendar, Drive)
- Zoom
- Zapier
- Twilio
- Stripe
- Mailchimp
- GitHub
- Shopify
- Outlook/Microsoft 365
- Okta
- Active Directory
- Amazon Connect
- Zendesk (via connectors)
Languages Supported
- English
- Spanish
- French
- German
- Italian
- Portuguese
- Dutch
- Japanese
- Korean
- Chinese
- Arabic
- Russian
- Turkish
- Hindi
- Bengali
- Tamil
- Telugu
- Marathi
- Gujarati
- Punjabi
Last Updated
2025-10-11
License
commercial
Market Segment
Optional Modules
- Service-level management pack
- Contact-center add-on
- Marketplace apps & integrations
- Custom apps via Freshworks platform
- Single-tenant / dedicated hosting (enterprise plans)
Os Platforms
Pricing Details
Free plan; paid plans include Growth, Pro, Enterprise; public pricing on Freshdesk website; free trial available; enterprise/custom pricing/contact vendor for large deployments and HIPAA BAA.
Pricing Model
subscription
Privacy Features
- BAA available
- Data processing addendum (DPA)
- GDPR data subject support
- Access controls and audit logs
- Options for masking/anonymizing data via apps
Product Code
SW1383
Product Name
Freshdesk
Ratings
Regions Available
Related Urls
Release Year
2011
Security Features
- AES-256 encryption at rest
- TLS 1.2+ for data in transit
- Role-based access control
- Audit logs
- 2FA
- DLP
- IP whitelisting
- Data masking
Specialties
Support Channels
- email
- phone
- chat
- ticketing
- community
- 24x7
System Requirements
Target Users
- clinicians
- nurses
- patients
- admins
- payers
Training Options
- documentation
- webinars
- live_online
- onsite
- certification
Type
product
User Reviews
- Freshdesk is a reliable helpdesk tool that simplifies office tasks. Its user-friendly design makes it simple to learn and use, even for non-technical staff. The setup process was quick, and our team could start using it without much effort. I rely on it regularly throughout the day, and its wide set of features like ticket categorization, auto-assign, and status tracking make managing requests more efficient. It also has strong integration options, so we can connect it with other tools we already use.
- Freshdesk stands out for its ease of use. The interface is very straightforward, and I was able to start managing tickets with minimal training. The implementation was smooth, and our team adopted it quickly without technical issues. I also appreciate responsive customer support, which helps whenever we have questions. Since I use it every day, it has become part of my office routine. Features like ticket management, canned responses, and reporting make my tasks much easier.
- Freshdesk provides a structured and efficient way to manage customer interactions. Its ticketing system ensures that no query is lost, and the ability to categorize, prioritize, and assign the tickets makes team coordination straightforward. The platform integrates well with other business tools, and features like canned responses, automations, and reporting dashboards have improved both response time and overall service quality. The UI is intuitive, which has helped in onboarding new agents quickly.
- Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively, and it handles these functions in a cost-effective and efficient manner. We're not going to speak to advanced capabilities like AI automation, etc.; these are great, but ultimately a help desk solution needs to get the basics right, and Freshdesk does just that and more.
- Freshdesk keeps our customer support organized, efficient, and responsive. What I love most about Freshdesk is how it takes what could be a chaotic support process and makes it feel structured and manageable. I’ve been using it for over two years, and the ticketing system is the heart of it for me. Every request, whether it comes in through email, chat, or phone, gets captured in one place, and that visibility saves me from missing things. The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity. In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
- Freshdesk is easy to use as it provides a user-friendly interface. Our Customer Support team also integrates our application with Freshdesk. It tracks and manages incoming tickets from multiple channels. It effectively organizes customer queries and reduces response time. Automates tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call, and social media in one place. Provides insight support to improve support quality.
Version
1.0
Alternatives
See related products
Canonical JSON
{
"product_name": "Freshdesk",
"company_name": "Freshworks",
"product_url": "https://freshworks.com/freshdesk/",
"company_url": "https://freshworks.com",
"related_urls": [
"https://apps.apple.com/us/app/freshdesk/id849713306",
"https://marketplace.atlassian.com/vendors/1211556/freshdesk-inc",
"https://support.freshdesk.com/",
"https://elion.health/products/freshdesk"
],
"product_code": "SW1383",
"summary": "Freshdesk is a cloud-based customer support platform that centralizes patient and internal support requests, offering multi-channel communication, ticketing, automation, and analytics to enhance healthcare operations.",
"description": "Freshdesk is a cloud-based helpdesk system that unifies conversations from email, phone, web, chat, and social media into a single platform. It offers features such as ticketing, workflow automation, AI-powered bots, and analytics to streamline customer service processes. The platform is HIPAA-compliant, ensuring secure handling of protected health information. Freshdesk is accessible via web, iOS, and Android, and offers tiered subscription plans, including a free version and paid plans with additional features. The company, Freshworks, was founded in 2010 and is headquartered in San Mateo, California, with offices in London, Sydney, and Chennai. It has over 50,000 customers worldwide, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and Petronas.",
"categories": [
"administrative Operations",
"customer Support",
"contact Center Management",
"communication",
"health Data Analytics",
"Administrative",
"Customer Service",
"Contact Center",
"Communication",
"Helpdesk",
"Analytics"
],
"market_segment": [
"enterprise",
"smb",
"consumer"
],
"target_users": [
"clinicians",
"nurses",
"patients",
"admins",
"payers"
],
"specialties": [
"Hospital Support",
"Ambulatory/clinic Support",
"Telehealth Patient Support",
"It Service Management For Healthcare",
"Patient Experience/contact Center"
],
"regions_available": [
"United States",
"India",
"United Kingdom",
"Australia",
"Canada",
"Germany",
"France",
"Italy",
"Spain",
"Netherlands",
"Singapore",
"Malaysia",
"Japan",
"South Korea",
"Brazil",
"Mexico",
"South Africa",
"United Arab Emirates",
"Saudi Arabia",
"Egypt"
],
"languages_supported": [
"English",
"Spanish",
"French",
"German",
"Italian",
"Portuguese",
"Dutch",
"Japanese",
"Korean",
"Chinese",
"Arabic",
"Russian",
"Turkish",
"Hindi",
"Bengali",
"Tamil",
"Telugu",
"Marathi",
"Gujarati",
"Punjabi"
],
"pricing_model": "subscription",
"pricing_details": "Free plan; paid plans include Growth, Pro, Enterprise; public pricing on Freshdesk website; free trial available; enterprise/custom pricing/contact vendor for large deployments and HIPAA BAA.",
"license": "commercial",
"company_offices": [
"United States",
"India",
"United Kingdom",
"Australia",
"Canada"
],
"company_founding": "2010",
"deployment_model": [
"SaaS"
],
"os_platforms": [
"Web",
"iOS",
"Android"
],
"features": [
"Ticketing/helpdesk",
"Omnichannel support (email, phone, chat, social)",
"Automated workflows and ticket routing",
"SLA management and escalation",
"Knowledge base / self-service portal",
"Contextual customer timeline",
"Canned responses / templates",
"Collision detection / agent presence",
"Multilingual support",
"Reporting and analytics",
"Custom ticket fields and forms",
"Ticket automations (time- and event-based)",
"Conversation threading and internal notes",
"Attachments and file sharing",
"Team inboxes and groups",
"Role-based access controls",
"Chatbots and AI assistant (Freddy)",
"Portal branding and customizable widgets",
"App marketplace / extensions"
],
"optional_modules": [
"Service-level management pack",
"Contact-center add-on",
"Marketplace apps & integrations",
"Custom apps via Freshworks platform",
"Single-tenant / dedicated hosting (enterprise plans)"
],
"integrations": [
"Salesforce",
"Jira",
"Slack",
"Microsoft Teams",
"Google Workspace (Gmail, Calendar, Drive)",
"Zoom",
"Zapier",
"Twilio",
"Stripe",
"Mailchimp",
"GitHub",
"Shopify",
"Outlook/Microsoft 365",
"Okta",
"Active Directory",
"Amazon Connect",
"Zendesk (via connectors)"
],
"data_standards": [
"FHIR",
"HL7 v2",
"DICOM",
"SNOMED",
"ICD-10"
],
"api_available": "yes",
"system_requirements": "",
"compliance": [
"HIPAA",
"GDPR",
"SOC 2",
"ISO/IEC 27001",
"Cyber Essentials",
"Cyber Essentials Plus"
],
"certifications": [
"ISO/IEC 27001",
"SOC 2 Type II (AICPA)",
"Cyber Essentials",
"Cyber Essentials Plus",
"PCI DSS Level 1",
"CSA STAR Level 1",
"EU-US Privacy Shield"
],
"security_features": [
"AES-256 encryption at rest",
"TLS 1.2+ for data in transit",
"Role-based access control",
"Audit logs",
"2FA",
"DLP",
"IP whitelisting",
"Data masking"
],
"privacy_features": [
"BAA available",
"Data processing addendum (DPA)",
"GDPR data subject support",
"Access controls and audit logs",
"Options for masking/anonymizing data via apps"
],
"data_residency": "Multi-region hosting on AWS (US, EU, APAC regions; region selection available for certain plans)",
"customers": [
"Wiley journals",
"Frio",
"Core Commissions",
"Frio Freshdesk"
],
"user_reviews": [
"Freshdesk is a reliable helpdesk tool that simplifies office tasks. Its user-friendly design makes it simple to learn and use, even for non-technical staff. The setup process was quick, and our team could start using it without much effort. I rely on it regularly throughout the day, and its wide set of features like ticket categorization, auto-assign, and status tracking make managing requests more efficient. It also has strong integration options, so we can connect it with other tools we already use.",
"Freshdesk stands out for its ease of use. The interface is very straightforward, and I was able to start managing tickets with minimal training. The implementation was smooth, and our team adopted it quickly without technical issues. I also appreciate responsive customer support, which helps whenever we have questions. Since I use it every day, it has become part of my office routine. Features like ticket management, canned responses, and reporting make my tasks much easier.",
"Freshdesk provides a structured and efficient way to manage customer interactions. Its ticketing system ensures that no query is lost, and the ability to categorize, prioritize, and assign the tickets makes team coordination straightforward. The platform integrates well with other business tools, and features like canned responses, automations, and reporting dashboards have improved both response time and overall service quality. The UI is intuitive, which has helped in onboarding new agents quickly.",
"Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively, and it handles these functions in a cost-effective and efficient manner. We're not going to speak to advanced capabilities like AI automation, etc.; these are great, but ultimately a help desk solution needs to get the basics right, and Freshdesk does just that and more.",
"Freshdesk keeps our customer support organized, efficient, and responsive. What I love most about Freshdesk is how it takes what could be a chaotic support process and makes it feel structured and manageable. I’ve been using it for over two years, and the ticketing system is the heart of it for me. Every request, whether it comes in through email, chat, or phone, gets captured in one place, and that visibility saves me from missing things. The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity. In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.",
"Freshdesk is easy to use as it provides a user-friendly interface. Our Customer Support team also integrates our application with Freshdesk. It tracks and manages incoming tickets from multiple channels. It effectively organizes customer queries and reduces response time. Automates tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call, and social media in one place. Provides insight support to improve support quality."
],
"ratings": [
"4.5/5 (G2)"
],
"support_channels": [
"email",
"phone",
"chat",
"ticketing",
"community",
"24x7"
],
"training_options": [
"documentation",
"webinars",
"live_online",
"onsite",
"certification"
],
"release_year": "2011",
"integration_partners": [
"Slack",
"CRM platforms",
"Zendesk",
"Salesforce",
"HubSpot",
"Zoho CRM",
"Jira",
"Trello",
"Asana",
"GitHub",
"GitLab",
"Bitbucket",
"Shopify",
"Magento",
"WooCommerce",
"WordPress",
"Zapier",
"Mailchimp",
"Google Analytics",
"Microsoft Teams"
],
"id": "SW1383",
"slug": "freshdesk",
"type": "product",
"version": "1.0",
"last_updated": "2025-10-11",
"links_json": {
"self": "https://www.healthaidb.com/software/freshdesk.json"
}
}