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Freshdesk Customer Success (Formely Freshsuccess) Review: Is It The Right Customer Success Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
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Starts from $79 / User / Month
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What is Freshdesk Customer Success (Formely Freshsuccess)?
Freshdesk Customer Success (formerly Freshsuccess) is a comprehensive customer success platform that helps businesses reduce churn, grow their customer base, and strengthen relationships with their customers. Designed specifically for customer success teams, it enables the standardization of processes, automation of tasks, and enforcement of best practices. The software enables users to track customer behaviour from within the product and sync customer information from other business applications. It also enables an intelligent calculation of customer health based on support tickets, NPS answers,
Pricing
Starts from $79 / User / Month
Best For
Suited for small teams, SMBs, and enterprise
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Freshdesk Customer Success (Formely Freshsuccess) Software Demo
Freshdesk Customer Success (Formely Freshsuccess) was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider Freshdesk Customer Success (Formely Freshsuccess)
- Team types
- Large Enterprises, Medium Business
Why teams choose Freshdesk Customer Success (Formely Freshsuccess)
Comprehensive features for managing customer success.
Automates repetitive tasks to save time.
Integrates well with existing business applications.
Is Freshdesk Customer Success (Formely Freshsuccess) right for you?
What buyers should know before shortlisting Freshdesk Customer Success (Formely Freshsuccess)
Freshdesk Customer Success offers a web-based ticketing system with built-in automation and product usage tracking. Before shortlisting, verify that the automation rules match your workflow—the platform excels at ticket routing and SLA enforcement but has limited custom logic compared to competitors like Zendesk.
Check whether the analytics dashboard provides the specific metrics your team needs; some users report the reporting interface requires multiple clicks to access common views. The pricing model charges per agent seat with add-ons for advanced features.
Confirm your total cost by testing whether your team needs the higher tiers for custom fields, advanced reporting, or API access—these aren't included in base plans. Integration with your existing tools (CRM, billing system, knowledge base) should be tested in a demo; Freshdesk supports Zapier and native integrations with Salesforce and HubSpot, but custom integrations may require developer time.
Key limitations to assess: the mobile app is read-only for most functions, so field teams cannot close tickets from the app. The knowledge base editor is basic compared to dedicated help center platforms.
Support response times have been a common complaint in reviews, so test the support channel you'll actually use (email, chat, or phone) before committing. If your business requires advanced AI-powered ticket categorization or predictive analytics, evaluate whether Freshdesk's AI features justify the cost versus alternatives.
Freshdesk Customer Success (Formely Freshsuccess) pros and cons
- Freshdesk Customer Success (Formely Freshsuccess) pros
Comprehensive features for managing customer success.
Automates repetitive tasks to save time.
Integrates well with existing business applications.
- Freshdesk Customer Success (Formely Freshsuccess) cons
Setup can be complex and time-consuming.
Higher costs may deter smaller businesses.
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What is the pricing of Freshdesk Customer Success (Formely Freshsuccess)?
Freshdesk Customer Success (Formely Freshsuccess) Pricing Plans
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Freshdesk Customer Success (Formely Freshsuccess) reviews and ratings
What buyers like
- Ticketing system includes resolution workflows and analytics.
- Ticket creation and process automation work with minimal friction.
- Tracks product usage and surfaces account information.
Common complaints
- Some users report support quality needs improvement.
- Some users found limitations in automation features based on specific business needs.
What users are saying
JR
James R
02/20/24
"Single point interface to check tickets raised by users and to gauge resolution metrics"
What do you like best about Freshdesk Customer Success? Ticketing system, interface, resolution procedures, analytics and reports ,Data view ,Grouping ...
Read more
NN
Naman N
11/26/22
"The best software for customer success team"
What do you like best about Freshdesk Customer Success? The ease of raising ticket and automation of the entire process is something worth noticing,
AU
Anonymous User
11/22/22
"very handy"
What do you like best about Freshdesk Customer Success? ability to track usage of the products one tool that gives you all the info for an account
DM
Denish M
10/15/22
"Best Customer success software"
What do you like best about Freshdesk Customer Success? It's web-based application so we and customers both can easily access it via browsing and ...
Read more
NK
Narendra k
09/21/22
"Best Ticketing tool and customer intracting tool."
What do you like best about Freshdesk Customer Success? Interface and user friendly. It is to understand even for newbie
AU
Anonymous User
05/12/22
"An Intelligent tool for Customer Happiness"
What do you like best about Freshdesk Customer Success? • 1 stop shop for everything related to a customer account [pulse, health, updates, calls, ...
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- A demo or quick answers, your call
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What are the features of Freshdesk Customer Success (Formely Freshsuccess)?
Analytics is a math-based field that aims to uncover patterns in marketing data to gain actionable knowledge that can be used in your market…
Customers submit information about their experiences with a product or service in the form of customer feedback. Its goal is to expose their…
Customer tracking is a vital feature of any software designed for businesses. It is a powerful tool that allows companies to gather and anal…
Real-time sync is a feature that enables seamless and instantaneous updates across multiple devices and platforms. It ensures that changes m…
Retention measures how often your product is used over a set period of time. You can, for example, check at retention for a specific event t…
Freshdesk Customer Success (Formely Freshsuccess) security and data handling
Key compliance certifications and security features for IT and security teams evaluating Freshdesk Customer Success (Formely Freshsuccess).
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Freshdesk Customer Success (Formely Freshsuccess) Customers
Leadfeeder
Appcues
Ideagen
Kajabi
AdStage
Freshdesk Customer Success (Formely Freshsuccess) Support Options
Frequently Asked Questions About Freshdesk Customer Success (Formely Freshsuccess)
Common questions buyers ask before choosing Freshdesk Customer Success (Formely Freshsuccess).
Freshdesk Customer Success (Formely Freshsuccess) is a Customer Success Software. Freshdesk Customer Success (Formely Freshsuccess) offers Retention Tracking, Customer Tracking, Customer Feedback, Real-time Sync and many more functionalities.
Buyers commonly note the following limitations of Freshdesk Customer Success (Formely Freshsuccess): Setup can be complex and time-consuming.; Higher costs may deter smaller businesses.; User training may be necessary for effective use..
Some top alternatives to Freshdesk Customer Success (Formely Freshsuccess) includes Freshsales, Parlor, ChurnZero, ClientSuccess and Freshdesk Customer Success.
Freshdesk Customer Success (Formely Freshsuccess) offers Subscription pricing model
The starting price of Freshdesk Customer Success (Formely Freshsuccess) is $79/User/Month
Ready to try it?
Get started with Freshdesk Customer Success (Formely Freshsuccess)
Get connected with the team for a personalised demo.
About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].