Is Freshdesk a CRM?

4 mins

If you’re a small business owner, then you know that Customer Relationship Management (CRM) is essential to your success. Freshdesk is one of the most popular customer service platforms in the world. But is it a CRM system?

Yes, Freshdesk is a CRM. It’s a powerful CRM system that can help you manage customer relationships and sales pipelines more effectively. It has a lot of features that can help you get more out of your customer interactions.

What Type of Software is Freshdesk?

Freshdesk is a cloud-based customer support software that provides companies with a suite of tools to manage customer interactions. The software includes a ticketing system, knowledge base, and self-service portal. It offers a number of features such as automated workflows, satisfaction surveys, and reporting.

It includes a ticketing system to track and resolve issues, as well as a knowledge base where customers can search for answers to their questions.

Freshdesk also offers live chat and phone support capabilities. One of the main benefits of using Freshdesk is that it consolidates all of your customer support channels into one easy-to-use platform.

This means that you can manage your support more efficiently, and provide a better overall experience for your customers.

Additionally, Freshdesk’s ticketing system ensures that no issue falls through the cracks and gets forgotten about.

Some of the key features of Freshdesk include:

Ticketing system: The ticketing system lets you track and resolve customer issues quickly and easily. You can also assign tickets to specific team members, set priorities, add due dates, and more.

Knowledge base: The knowledge base provides customers with self-service options so they can find answers to their questions without needing to contact support. This not only saves you time but also reduces the number of incoming support requests.

Live chat & phone support: In addition to the ticketing system and knowledge base, Freshdesk also offers live chat and phone support capabilities. This allows you to provide real-time assistance to your customers when they need it most.

Is Freshdesk a CRM?

Salesforce’s Freshsales CRM is a cloud-based solution that enables sales teams to track and manage their customer relationships.


It provides a 360-degree view of each customer, which helps sales reps identify opportunities and build stronger relationships. Freshsales also offers robust features such as lead scoring, automation, and built-in voice Calling.

How Does Freshdesk CRM Benefit Your Business?

Freshdesk is a cloud-based solution that helps businesses manage their customer relationships. It includes features such as ticketing, contact management, a knowledge base, and customizable reports. Freshdesk also offers a mobile app, so you can access your CRM data from anywhere.

One of the benefits of using Freshdesk is that it’s very affordable. pricing plans are based on the number of users, so you only pay for what you need. Freshdesk also offers a free trial, so you can try it before you buy it.

Another benefit of using Freshdesk is that it’s very easy to use. The interface is very user-friendly, and the software is designed to be intuitive. Even if you’re not familiar with CRM software, you should be able to get up and running quickly with Freshdesk.

Overall, Freshdesk is an excellent choice for businesses that are looking for an affordable and easy-to-use CRM solution. If you’re looking for CRM software that can help your business, Freshdesk is definitely worth considering.

What are the Limitations of Freshdesk CRM?

Freshdesk is one of the most popular CRMs on the market. However, it does have some limitations.

One major limitation is that it does not offer a true 360-degree view of the customer. This means that you cannot see all of the data that is available for a customer in one place. This can make it difficult to get a complete picture of the customer and their interaction with your company.

Another limitation is that Freshdesk does not offer a built-in quoting tool. This means that you will need to use an external tool to create quotes for your customers.

Finally, Freshdesk has limited integration options. This means that it can be difficult to integrate Freshdesk with other systems that you may be using.

While these limitations should be considered, they should not deter you from considering Freshdesk as your CRM solution.

What are the Alternatives to Freshdesk CRM?

Just so you know, not all CRM software is created equal. Freshdesk is a popular CRM platform, but it may not be the right fit for every business. If you’re looking for an alternative to Freshdesk.


Here are some CRM platforms that are worth considering.

Salesforce is one of the most popular CRM platforms on the market. It offers a comprehensive set of features, including sales automation, customer service help desk, marketing automation, and analytics.

Salesforce also has a wide range of integrations, so it can be easily customized to fit the specific needs of your business.

HubSpot Sales is another popular option, particularly for small businesses. It offers features such as email tracking, meeting scheduling, and automatic contact importing.

Additionally, HubSpot Sales integrates with other HubSpot products, making it easy to use if your business already uses HubSpot for marketing or customer service.

Zoho CRM is another comprehensive option that offers features such as lead management, sales automation, and a custom report builder. Zoho also has a free trial period and offers discounts for nonprofit organizations.

Pipedrive is a CRM platform that’s designed specifically for sales teams. It offers features such as deal management, activity tracking, and pipeline visualization. Pipedrive also offers a free trial period and competitive pricing for small businesses.

Wrap Up

Freshdesk is not just a help desk software but also a CRM. This means that it can manage and keep track of all the customer data for your business.

It helps you to connect with your customers, understand them better, serve them better and sell more to them.

If you are not using Freshdesk CRM yet, it is time to start using it and see the difference it makes in your business growth.


Michael Fied

founder of and SpamBurner

Michael Fied is the founder and CEO of and SpamBurner. In addition, he’s an internationally top-rated and award-winning website advisor and website architect with a global team of 55. You can find Michael on LinkedIn or contact him directly here.

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