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3061 Reviews

- Industry: Mining & Metals
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
TMI-SSP (PTY) LTD
Reviewed on 16/01/2020
Wonderful, I really like their 24hrs support system
Pros
With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.
We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.
Cons
Ease of business
Friendly Interface
Work Anywhere (App or Web)
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
They rely too much on chat bots The only person who spoke to me was their sales rep when she was selling me their product Poor response time to email queries (support is too slow) No 24hrs supportSwitched From
Salesforce Sales CloudReasons for Switching to Freshdesk
It is tried and tested within my company It has 24hrs support Quick response to customer queries- Industry: Hospitality
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
From a Hotelier's Perspective. The Team Loves this!
Reviewed on 21/05/2023
In the hospitality industry, Freshdesk proves to be an excellent choice for enhancing customer support and engagement. Its ease of use and comprehensive ticket management system have positively impacted our guest interactions. It has allowed our front desk and reservation teams to efficiently handle guest inquiries, leading to improved response times and enhanced customer satisfaction.In addition to front desk and reservation departments, I would highly recommend other departments in the hotel to explore Freshdesk. The concierge team can utilize it to manage guest requests and provide personalized recommendations. The housekeeping department can leverage Freshdesk to track and address maintenance requests or room-related concerns. Even the sales and marketing teams can benefit from Freshdesk's capabilities by effectively managing client inquiries and maintaining better communication throughout the sales process.In conclusion, Freshdesk has been a reliable ally in our hospitality operations. While it required some initial training and adaptation, its user-friendly interface and robust ticket management capabilities have significantly improved our customer support efforts. With its effectiveness across various hotel departments, Freshdesk proves to be a versatile solution that drives customer satisfaction and operational efficiency in the hospitality industry.
Pros
User-Friendly Interface: Freshdesk's intuitive interface made it relatively easy for our front desk and reservation teams to learn and adapt. The software's design is clean and visually appealing, enabling efficient navigation and quick access to essential features.Ticket Management: Freshdesk's ticketing system has greatly enhanced our ability to handle customer inquiries and support requests. Tickets are organized neatly, allowing us to prioritize and address them promptly. The automation features, such as ticket assignment and escalation rules, have streamlined our workflow and reduced manual effort.Knowledge Base Creation: Freshdesk's knowledge base functionality has been invaluable for our guests. We have built an extensive library of FAQs, policies, and helpful articles, empowering our customers to find answers to common queries independently. This has significantly reduced the load on our support team while ensuring guests have access to relevant information round the clock.
Cons
Learning Curve: While Freshdesk's user interface is intuitive, it did take some time for our team to fully grasp all the features and customization options. Initially, we encountered a learning curve as we familiarized ourselves with the software's capabilities and optimized our workflows accordingly.Reporting Capabilities: While Freshdesk provides some reporting features, we found that more advanced analytics and reporting options could have been beneficial. We would have appreciated deeper insights into customer satisfaction metrics and performance trends to further enhance our service quality.
- Industry: Architecture & Planning
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 1.0 /10
You're on your own
Reviewed on 23/11/2019
Pros
The platform is relatively user friendly and has a sufficient number of features to work well.
Cons
Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.
Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.
Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.
Reasons for Switching to Freshdesk
Lower cost of entry and good usability allowed us to learn how to incorporate help desk capabilities into our business model without paying high initial fees before value was realized.
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
A comprehensive customer service solution, Freshdesk
Reviewed on 07/02/2023
To help businesses better manage their interactions with customers, Freshdesk offers a full suite of customer service tools. It handles knowledge bases, handles tickets, offers multi-channel support, and integrates with a wide range of popular technologies.
Pros
Freshdesk is a simple system for handling customer service requests. It has a user interface that is easy to use, and its extensive feature set, which includes support for many channels, automation, and reporting, makes it a complete solution.
Cons
The platform is occasionally slow, and it may use better integration with other programs. Support metrics may be monitored and data-driven choices can be made with the help of Freshdesk's extensive reporting and analytics features.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
An Unbiased Review of Freshdesk
Reviewed on 15/05/2023
Overall, my experience with Freshdesk has been positive. The platform offers a robust and user-friendly solution for managing customer support inquiries. It has provided efficient ticket management, streamlined communication with customers, and valuable reporting capabilities. Freshdesk has proven to be a reliable tool for improving customer satisfaction and streamlining support processes. However, I would appreciate more flexible pricing options and improved accessibility to advanced customization features.
Pros
What I liked most about Freshdesk is its user-friendly interface and comprehensive features. The platform is designed to be intuitive and easy to navigate, making it simple for both agents and customers to use. The ticketing system is well-organized and allows for efficient management of customer inquiries. Additionally, Freshdesk offers a range of useful features such as automation, knowledge base, and reporting tools, which enhance the overall customer support experience.
Cons
One aspect I liked least about Freshdesk is its pricing structure. Compared to some of its competitors, Freshdesk's pricing can be relatively higher, especially for smaller businesses or startups with limited budgets. While the platform provides value with its features, the cost may be a consideration for some organizations. Additionally, the learning curve for advanced customization and configuration options can be steep for users who require extensive customization.
- Industry: Information Services
- Company size: 501–1,000 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Freshdesk: The Affordable and Effective Customer Support Solution
Reviewed on 28/04/2023
I have been using Freshdesk to solve various business problems, including improving customer support, increasing efficiency in managing customer tickets, and streamlining communication with customers.Since implementing Freshdesk, I have realized several benefits, such as improved response times to customer inquiries, more efficient ticket management, better collaboration among team members, and increased customer satisfaction. The software's automation and reporting features have also helped us identify areas for improvement and make data-driven decisions to enhance our customer support processes.
Pros
I found the most impactful features of Freshdesk to be its intuitive interface and automation capabilities. The product was easy to use and allowed for seamless integration with our existing business processes. The automation features, in particular, allowed for more efficient handling of customer inquiries and helped to streamline our support operations. Overall, I found Freshdesk to be a valuable addition to our customer support toolkit.
Cons
I have found that there are some features missing in Freshdesk that could be improved. For example, I wish there was a better way to categorize and organize tickets. I also found that some aspects of the product can be difficult to use, such as the reporting features which require a lot of customization to get the data I need. However, integration with our existing business processes was not difficult and we were able to set it up with minimal disruption to our workflow.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Review about FreshDesk
Reviewed on 25/04/2023
In my experience, Freshdesk has been a great customer support software that has helped me manage customer inquiries and complaints more efficiently. While there have been some minor issues with pricing and occasional technical glitches, overall, I've had a positive experience using Freshdesk. Its user-friendly interface, automation capabilities, and reporting tools have made my work more manageable and streamlined.
Pros
I really appreciate how user-friendly Freshdesk is as a customer support software. It provides multiple channels for customer inquiries, including email, phone, social media, and chat. Its efficient ticket management system and automation capabilities have helped me streamline my work and save time. Additionally, its analytics and reporting tools have allowed me to track key metrics and identify areas for improvement in our customer support operations.
Cons
One downside of Freshdesk is that its pricing plans can be a bit expensive for some businesses. Additionally, there have been occasional glitches or slow loading times that can be frustrating when working on time-sensitive customer inquiries.
- Industry: Consumer Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Review for Freshdesk
Reviewed on 12/04/2023
Pros
The speed of this app is really good.It helps in assigning tracking and delivering services to the stakeholders.It is easy to use and very intuitive.The customer support is also very responsive and helps in resolving the issue of any kind.
Cons
Sometimes it becomes difficult to resolve a simple mistake that can be rectified very easily.Some features can be upgraded otherwise its a good app to work with
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Great Helpdesk and Support Platform!
Reviewed on 27/03/2023
It has been great so far and we plan to use Freshdesk into the future!
Pros
It was easy to get setup and is really customizable!
Cons
Honestly not a whole lot that we find wrong with Freshdesk.
- Industry: Education Management
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
best live chat company application
Reviewed on 21/05/2023
Pros
i can chat and view all the task with the consumer by live chat in this apps
Cons
all feature are going well and there is no eror
- Industry: Education Management
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Freshdesk review by software dev manager @ Regenesys Business School
Reviewed on 12/12/2019
Awesome.
Pros
The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.
Cons
The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.
Alternatives Considered
SpiceworksReasons for Choosing Freshdesk
Coz Freshdesk proved to be a better productSwitched From
SpiceworksReasons for Switching to Freshdesk
Ease of use for agents and clients as well as reports.- Industry: Financial Services Software
- Company size: 51–200 Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Simple and Intuitive
Reviewed on 31/12/2019
We decided to try this out as our ticketing solution and were very impressed. Packed with features even at the lower tiers. At the lowest priced tier we're able to integrate Microsoft Teams and VSTS/Azure DevOps which is huge for us. The features are also very organized so the admin page doesn't have 200+ options to skim through.
Pros
FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios.
My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver.
It really seems like a lot of thought was put into creating this product.
Cons
One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used.
Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.
Alternatives Considered
ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus, and SolarWinds Service DeskReasons for Choosing Freshdesk
Cost and reliability. Previous solution was buggy and we were using it because it was free. Once they switched to a licensing model, we expect higher quality when paying.Reasons for Switching to Freshdesk
Easier integration with Teams/Azure DevOps. Cost did not include a lot of features we don't use as we're a small company. With the smaller tier we're getting what we need at a low price. More than we need really.- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Very happy with Freshdesk
Reviewed on 10/12/2019
We are a distribution company that imports several US and European brands into Canada. We manage the customer service inquiries for all these brands for Canadian customers and retailers. We were previously using Outlook inboxes but that became too cumbersome. Freshdesk has allowed us to feed all inquiries to one place while still maintaining our separate brands and automatically routing tickets to the appropriate customer services team. Our workflows are more efficient and customers are easier to track.
Pros
Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.
Cons
There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
To improve efficiencies and better track agent performanceSwitched From
Microsoft 365Reasons for Switching to Freshdesk
Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point.- Industry: Leisure, Travel & Tourism
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
With Freshdesk you can manage all your support channels in one place!
Reviewed on 26/05/2021
It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans
Pros
What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response
Cons
It's only 3 cons:
1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages
2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost
3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one
Alternatives Considered
Zoho DeskReasons for Choosing Freshdesk
We were looking for more advanced reporting dashboards and workflows customization. Also we had a separate Live chat service but With Freshdesk we can manage Freshchat also at the same timeReasons for Switching to Freshdesk
More features with affordable prices- Industry: Maritime
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Why we chose Freshdesk
Reviewed on 17/01/2020
Their support is probably the best support out there, a real 5-star experience, plus they are continuously implementing new features and create new products.
As an administrator In my company, I really don't have to do a lot and I can easily do my job. There is almost no complaints from users.
Pros
Software is very clear and easy to use. A new user would require minimal training.
All latest ticketing ideas and features are already implemented.
There is constant development and you can see the changes every day without affecting the existing functionality though.
Great staff mentality and customer approach.
Cons
Some times users are a bit confused, but I guess this is normal when someone enters a new platform.
There are some hidden features that should be available on the administrator menu in my opinion.
The parent-child feature should be more flexible.
Reasons for Choosing Freshdesk
We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.Reasons for Switching to Freshdesk
Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
The best customer service desk available
Reviewed on 21/01/2021
We used it for daily customer service contact and it was great. It was great for assigning
Pros
Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.
Cons
We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.
Reasons for Choosing Freshdesk
We suddenly had more tickets than we could handle using only email.Switched From
GmailReasons for Switching to Freshdesk
Because of the price and it seemed like the most well rounded of the bunch.- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Easy to Use, Easy to Setup
Reviewed on 22/11/2019
Pros
My favorite part about this software is the knowledge base. This has helped us immensely on our team. Certain parts of the knowledge base show up based on the company the user is associated with. This allows us to set up public tutorials, internal tutorials for our staff, then another section that just our internal help desk can use. It is also very user-friendly, our students and staff can easily create tickets and we are able to customize the fields for tickets. I don't use a lot of the features with phone and automated ticket assignment, but I can see how this would be useful for a larger organization. I honestly have no complaints and whenever I have a question or issue, support has responded and solved my issue quickly!
Cons
There was an issue with spam, but this seems to be prominent amongst other companies as well. They have just implemented a resolve with this and I have seen a decline, but it is not completely blocked yet.
Reasons for Choosing Freshdesk
I was unhappy with them and I would talk to customer service and they were less than helpful and did not seem to want to work with me on getting my issues resolved. I switched to Freshdesk immediately out of constant frustration with support and I have never regretted my decision. There is much more flexibility and customization with Freshdesk.Switched From
HappyFox Help DeskReasons for Switching to Freshdesk
I had experience with Freshdesk as a user with a vendor that I work with. I like the ticketing interface and usability. I set up Freshdesk to try and really liked the options and features. Specifically the knowledge base setup.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Freshdesk makes support easier and at a very attractive price
Reviewed on 22/02/2017
Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features. We have a partner who uses Freshdesk. We asked them for their feedback. They told us that they were happy with the solution and it matched their requirements, even with the Free edition. In 2015, we were looking for a helpdesk platform, because our internal solution was outdated and our budget was tight. We look at the solutions available on the market. After a very quick try we were convinced about Freshdesk: it was adopted! The Free edition (Sprout) offered us everything we needed and it was so user friendly!
Freshdesk helps us to save time and money as it automates the support ticket management process: customized support rules, automatic email notification, tickets queue management That's perfect for us and for our customers who use it for submitting support ticket.
Pros
We definitively like a couple of things about Freshdesk. Even with the Free edition you have access to plenty of features. The portal can be customized: you can specify the colors of the colors theme, choose a font and also add your organization logo. You then can offer a branded helpdesk platform to your customers. All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). The solution can be online in only a couple of minutes.
We had to contact the Freshdesk support only once, and honestly we were really impressed by the way they handled our support request because we only have the free edition. The ticket was solved and closed in only a couple of hours. Great support service!
Cons
As we used the Free edition, we don't see any cons.
- Industry: Textiles
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Freshdesk proving their worth on the CRM market
Reviewed on 20/06/2019
We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general.
To me Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. They still need to spend a lot to improve the software as the market is really competitive with other companies like Salesforce, Zendesk but it seems they have the ambition to be the best.
Moving to Freshdesk still seems a great decision.
Pros
Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies).
Ticket handling is really efficient and the agent portal has a nice design from a practical viewpoint as well. We like canned responses. A nice little feature is to add support page article links / contents to reply messages just like canned responses. Another huge advantage is the knowledge base / support page which is highly customizable. In general we like ticket automation rules as well and it helped to solve some of our special requests.
Cons
At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon.
Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
Efficient Customer Engagement and Amazing Ticketing Setup
Reviewed on 10/03/2023
Freshdesk is an incredible resource for businesses wanting to upgrade their client commitment methodology, the focal point supporting business. Without it, we won't have the option to monitor what work ought to be done. Freshdesk is an exceptional option, in the event that you are assessing ticket management software. The whole execution ought to be conceivable by us in a method of hours. However, they still need to spend a great deal to work on the product as the market is truly cutthroat with competitive companies
Pros
The platforms permit businesses to customize their client associations by utilizing client information to tailor messages and warnings. This can assist fabricate more grounded associations with clients and increment commitment. Freshdesk is an astonishing stage for client assistance. It has permitted us to oversee client care demands rapidly and proficiently. We have had the option to effectively modify the stage to meet our particular requirements. The dashboard is not difficult to explore. The interface is very intuitive and even without any training your staff should be able to do the basics. Their live chat assists us with associating with our clients at a generally excellent base at once and resolving their inquiries within the space of minutes due to the live chat. FreshDesk is one of the most mind-blowing ticket management software, its knowledge base helped us massively. Furthermore, it is exceptionally simple to utilize, our staff can undoubtedly make tickets and we can tweak the fields for tickets.
Cons
Freshdesk can be costly for independent ventures. The expense increments as the quantity of clients and features increment, which can be a detriment for organizations with restricted spending plans. The platform can be very perplexing to set up and utilize, especially for private companies with restricted specialized assets. there should be greater adaptability with the features. The price tag goes up a lot with each leap, however, you may not require a full leap. I would make more features individually. Businesses might have to employ extra staff or look for external help to take advantage of the platform. A part of the components across different levels don't make as much sense. Support has been poor. Service can take a while to respond which can be inconvenient. Their helpdesk specialists never appear to grasp the issue. Reactions are seldom clear or accommodating. On the off chance that the system goes down, as it has done a couple of times, they quit taking the help line. They irrefutably will undoubtedly offer a workaround than a solution
- Industry: Higher Education Software
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Great tool, even at the lower price tiers
Reviewed on 03/11/2018
Overall, my gripes are relatively minor, and for the most part have usable workarounds. FreshDesk has proven an invaluable tool for our small team, and I would recommend it to anyone looking for a solid ticketing system. In fact, I already have!
Pros
The interface clear and navigable, making it simple to switch from our old ticketing system. It's easy to work together on a single ticket, especially with the ability to create Private Notes visible only to agents. Email templates help speed things up, and time-based rules ensure that tickets don't sit idle too often. Also handy are the apps that allow you to expand some of the functionality or customize features.
While the ticketing features are handy, I've recently started delving into the "Solutions", aka knowledgebase. It's easy to format, and gives you some flexibility with HTML. I think we'll be able to leverage it for some very useful tutorials. In the meantime, we have a single page with a picture from The IT Crowd captioned "Have you tried turning it off and on again?"
Finally, I'd like to give kudos to FreshDesk support. They are very responsive, usually replying within a couple of hours. I don't think we've had a single ticket stay open (waiting for reply) for more than a day. As an example, another organization we support had difficulty getting outgoing email working. FreshDesk's DKIM service wasn't functioning properly, making it impossible for them to send mail from the tool. They identified the issue quickly, and were able to address the underlying technical issues in a satisfactory timeframe. Overall we haven't had many problems, but where we've had them, they got fixed or explained to our satisfaction.
Cons
Unfortunately, some of the explanations from support have been "That's available in a higher price bracket." We're on the "Blossom" level, the first paid tier, and some features that we'd find useful are only available in higher tiers that are cost-prohibitive for our two-person team. It'd be nice to have an a la carte menu to be able to add a few features for a few dollars, rather than nearly doubling our cost. Still, those features are "nice to have", not necessary, and we are functioning quite well despite their absence. I can definitely see how larger teams would benefit from them though, so I don't begrudge the tiers' mere existence.
There are a couple of weird things about the Solutions builder. I wish it was more of a "what you see is what you get" tool, though you do have the ability to preview your drafts before publishing the page. For example, I wanted include some footnotes, using superscript numbers in the text for indexing. This wasn't in the available formatting options, so I used the [much-appreciated] HTML editor. The problem is, the numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course the published page). This makes proofing cumbersome.
- Industry: Design
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 2.0 /10
Lacking rudimentary filter/show by date range feature, terrible for recordkeeping
Reviewed on 07/10/2020
Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.
Pros
For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.
To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.
If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.
If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!
Cons
The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?
Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Great for Support Tasks
Reviewed on 30/11/2018
Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on.
Pros
It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history.
I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD.
I wish they had:
-more options for scenario customization
-more options for keyboard shortcuts/customization
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They have a decent customer support team that responds relatively quick(within 24 hours).
Cons
Some features from the old FreshDesk didn't transfer to the new FreshDesk mint.
-Text in <PRE> tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint. I have to literally copy the whole string and create a comment so I can read my client's request.
-I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket.
-CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint.
-Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
The Best Freshdesk Tool to Streamline Your Customer Support Workflows
Reviewed on 01/03/2023
Freshdesk is a best customer service platform designed to help businesses improve their customer support. It provides an intuitive, web-based interface that allows companies to quickly and easily manage their customer inquiries and support tickets. With Freshdesk, we can access self-service tools such as FAQs, knowledge bases and automated processes for common tasks. It also offers built-in reporting capabilities that allow us to track the performance of their team members over time. Overall, Freshdesk is a great customer service tool for any business looking to streamline its process and make sure it’s providing top notch customer experience. Its easy user interface makes it quick and simple to use while still offering powerful features like ticket management, real time analytics & reporting and more.It provides an array of features such as automated workflows, multi-channel support (including email, phone, chat and social media), self-service portals for customers to troubleshoot on their own, issue tracking/trending analytics and more. Freshdesk also integrates with other solutions like Salesforce CRM software for data consistency across platforms.
Pros
Comprehensive solution for customer support, with features including ticketing system, help desk portal, knowledge base, automation and analytics. Features include task creation & assignment, drag & drop organization for easy sorting & prioritization, filter options for quick searches & reports based on current status or due date range and an activity log to monitor user actions within the platform. We can customize the system according to your organizational needsEasy to use with a modern design and intuitive user interface. Extensive integration capabilities allowing you to connect Freshdesk with other business systems like Zendesk and Salesforce. It has a wide range of pricing plans available for businesses at every size or budget. Good customer service – their team is always responsive and helpful in finding solutions to any issue you might encounter.
Cons
No major issue found. Limited customization options – while there are plenty of customization options available within the software itself, it’s not possible to add custom code or scripts outside of these settings
- Industry: Oil & Energy
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
sleek web based ITSM portal
Reviewed on 15/02/2023
Overall, Freshdesk has helped our businesses provide better customer support, improve efficiency, and increase customer satisfaction. It has an easy to use sleek web portal.
Pros
Centralized communication: Freshdesk allows businesses to centralize their communication channels, including email, phone, social media, and chat. This can help to improve response times, reduce confusion and improve the customer experience.Ticket management: Freshdesk provides businesses with a powerful ticket management system that can help to streamline workflows, automate routine tasks, and prioritize support requests.Multi-channel support: Freshdesk allows businesses to offer support to their customers across a range of channels, including email, phone, social media, chat, and more. This can help to improve accessibility and convenience for customers.Automation: Freshdesk allows businesses to automate routine tasks such as ticket routing, canned responses, and follow-up messages. This can help to free up time for support agents and improve efficiency.Reporting and analytics: Freshdesk provides businesses with a range of reporting and analytics tools that can help them to track key performance metrics, identify areas for improvement, and make data-driven decisions.Collaboration: Freshdesk provides support agents with a range of collaboration tools that can help them to work together more effectively and provide better support to customers.
Cons
Cost: Freshdesk can be expensive, especially for small businesses with limited budgets. While there is a free version available, it has limited functionality, and more advanced features require a paid subscription.Complexity: Freshdesk is a complex platform with a lot of features and options, which can make it overwhelming for new users. It may take some time to get familiar with the software and set up workflows that work well for your business.Customization: While Freshdesk is highly customizable, it can be difficult to configure and customize the software to meet your specific business needs. This can require technical expertise, which may be a challenge for some businesses.Integration: Freshdesk offers integrations with a range of third-party tools, but it may not integrate with all the tools your business uses. This can create additional work to manage multiple systems and workflows.Limited automation: While Freshdesk does offer some automation capabilities, it may not be enough for businesses with complex support processes. Some tasks may still require manual intervention, which can slow down support workflows.