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3233 Reviews

- Industry: Management Consulting
- Company size: 11–50 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
Great ticket management software
Reviewed on 03/12/2019
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket...
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
Pros
FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
Cons
The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
Reasons for Choosing Freshdesk
We needed a better way to support our clients and SLAs and time tracking where urgent.Switched From
TrelloReasons for Switching to Freshdesk
Cost +features and it should cover the most important requirements we had at the time.
- Industry: Hospitality
- Company size: 5,001–10,000 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
Improve Your Customer Service Using Freshdesk
Reviewed on 18/06/2023
One of my favorite features of Freshdesk is the wide variety of tools available for providing...
One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.
Pros
Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.
Cons
Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Good platform for small companies
Reviewed on 31/10/2023
Overall, my experience with Freshdesk has been incredibly satisfying. The platform's user-friendly...
Overall, my experience with Freshdesk has been incredibly satisfying. The platform's user-friendly interface, multichannel support, and automation capabilities have significantly improved our customer support operations. It's made it easy for us to provide efficient, organized, and responsive assistance to our customers, leading to higher satisfaction levels. I highly recommend Freshdesk to businesses looking to enhance their customer support and engagement
Pros
Multichannel support, ticket Management, collaboration, integration, mobile accessibility, user friendly
Cons
Price and additional cost, might be less intuitive than competitors, integration limitation
- Industry: Education Management
- Company size: 201–500 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 6.0 /10
FreshDesk, Not Really Fresh
Reviewed on 02/11/2023
While it took awhile to look through and scan tickets that were related to what I needed, it worked...
While it took awhile to look through and scan tickets that were related to what I needed, it worked well in chatting with the customer and getting them help. Otherwise, it was a hard mess to navigate through the mountain of tickets beforehand.
Pros
Freshdesk works as a customer support or ticketing system to resolve any issues customers may have.
Cons
The separation or section-ing of Freshdesk left a lot to be desired. Not very good auto assignment of tickets and it made things messy.

- Industry: Hospital & Health Care
- Company size: 1,001–5,000 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
Freshdesk manages and resolves customer tickets in one place
Reviewed on 18/09/2023
Support and development teams may quickly and easily filter issues in Freshdesk using the many...
Support and development teams may quickly and easily filter issues in Freshdesk using the many available filters. Using freshdesk has been a simple process. Another perk is that numerous tickets can be linked to the same major disruption.
Pros
When it comes to handling support tickets, Freshdesk has you covered. The user-friendliness of the UI, as well as its vivid method of generating and receiving information. The platform's storage capacity and the extent to which it can be used as a whole are both capped.
Cons
Freshdesk's biggest flaw is that it can be extremely sluggish to launch. Freshdesk's frequent service interruptions slowed response times. In addition, failure notification automation should be kept up to date.
- 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 9.0 /10
Easy to use, easy to keep an overview!
Reviewed on 19/10/2023
Easy to use and to learn for short term colleagues. Would definitely recommend.
Easy to use and to learn for short term colleagues. Would definitely recommend.
Pros
We were looking for a tool to start administering our tickets and keeping overview of it. This tool made it easy to do that and assign the needed tasks to the relevant colleague.
Cons
Sometimes a bit more flexible in the different sku’s would be really nice. But that is a company choice.
- Industry: Construction Software
- 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 10.0 /10
Great Application
Reviewed on 10/11/2023
Overall experience has been fantastic. I would recommend the product to anyone who wants to use it...
Overall experience has been fantastic. I would recommend the product to anyone who wants to use it for a ticketing system. Internal and External.
Pros
The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering.
Cons
There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side.
- Industry: Consumer Goods
- Company size: 10,000+ 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 10.0 /10
fresdesk is really Freshdesk
Reviewed on 19/11/2023
nice experience till now thankyou freshdesk
nice experience till now thankyou freshdesk
Pros
ticket management too good easy to reach to students problem ,easy to see tickets ,everything to manageable keep it up Freshdesk to giving nice experience..
me any team very satisfied..
Cons
minimize some category like not giving to much category ..
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Very user friendly platform
Reviewed on 15/11/2023
Overall I am very satisfied with the product and i will keep using it.
Overall I am very satisfied with the product and i will keep using it.
Pros
Easy to use
Easy to track all the tickets asaigned
Platform never crushed while using it.
Cons
Nothing to mention for the moment as I had a Smooth experience.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 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
The Sensational and Marvelous Online Help Desk Services.
Reviewed on 10/11/2023
The cost is so effective.
We love the easy to use interface.
The cost is so effective.
We love the easy to use interface.
Pros
Easy to conduct a live caht with our clients.
A very easy to use and clean interface.
We can directly chat with out clients without so much hustles.
It has Very customizable features.
Cons
We can't highlight a dislike so far it has been all good.
- Industry: Education Management
- 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 9.0 /10
Using FreshDesk for 3 years and Still Going Strong
Reviewed on 31/12/2019
Teachers generally create tickets for me with problems they have with technology. Administration...
Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need.
Pros
The software is easily customizable, and fairly easy to use. Being able to see the notifications pop up on my watch and access tickets from my Google Pixel phone is a lifesaver. Teacher's can't be bothered to log in to a portal to create a ticket, so we customized Fresh Desk so they could simply send an email of their problem to [SENSITIVE CONTENT HIDDEN] and it would create a ticket for them. I can reply to them right from within the help desk system. Initially we had it set up for two agents and purchased the next level plan. Our Maintenance Supervisor ended up not using it so we backed down to the free version. The virsatility of multiple plans is a major plus. Their support is quick, and eager to help. They will actually go out of their way to help you.
Cons
The only con is probably easily fixable-- When I close a ticket, it of course emails the teacher letting him/her know. But they inevitably always reply with Thank You, which reopens the ticket. Other than that, it is a perfect system!
- Industry: Information Technology & Services
- Company size: 2–10 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 this purchase
Reviewed on 29/11/2019
I am currently the only person responsible for customer support in a small company. Freshdesk made...
I am currently the only person responsible for customer support in a small company. Freshdesk made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually.
We'll be adding new users soon because of this great experience.
Pros
Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.
Cons
The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference.
Here are a few basic examples:
1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank.
2) Only the custom fields with drop down lists can be used as triggers for automations.
Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution.
Overall though, it makes my job a lot easier.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
TP is really good for development projects, but it makes absolutely no sense when it comes to giving decent customer support. No SLAs, no prioritization, no notifications, no automations.Switched From
TargetprocessReasons for Switching to Freshdesk
The price mostly. While Zendesk had cheaper plans, the Freshdesk plans had more features for the same price. Zendesk overall had a few more features, but we would have never used most of them anyway and Freshdesk seemed easier to configure and customize and it looked better in my opinion. The ticketing systeme is just great. Everyone asked was talking about Zendesk, yet I found it somewhat underwhelming.- 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...
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: Information Services
- Company size: 201–500 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 10.0 /10
Freshdesk is a great alternative to over priced industry stalwarts.
Reviewed on 28/06/2019
Pros
Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier.
When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.
Cons
Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
Salesforce Service Cloud is a pain to configure. It's it pretty much unusable unless your company has an on-staff Salesforce developer. You can only configure very basic functionality via the admin options.Switched From
Salesforce Service Cloud
- Industry: Information Technology & Services
- 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 9.0 /10
It has many functions like ticket management
Reviewed on 17/03/2023
Intuitive interface that can greatly aid businesses in providing superior customer service. It...
Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis.
Pros
Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.
Cons
Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.
- Industry: Design
- Company size: 51–200 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 0.0 /10
Good Software, Bad Marketing. Bait-and-Switch (beware)
Reviewed on 18/08/2020
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising...
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.
As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Pros
Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
Cons
Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.
Reasons for Choosing Freshdesk
Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs.Switched From
Jitbit HelpdeskReasons for Switching to Freshdesk
It looked like it included the main features we needed, at a much lower price. - Organize clients by company, and individual. - Group contact by company and allow users to view will all company tickets. - Track and report by problem area and issue resolution. - SLA Management Automation Once we got everything moved over and set up, two of those features "Included in the Garden plan" ($15/agent/month), we were told to upgrade to $65/agent/month. When we contacted support about the problem, they just didn't answer.
- Industry: Marketing & Advertising
- 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 1.0 /10
Great for a knowledge base, but doing poor on the rest
Reviewed on 14/09/2022
Overall, the experience was below what I expected. We were sold the world for this product on how...
Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.
Pros
The knowledge base system provides a few options
Knowledgebase can be offered to your team and to your clients
The user controls allow for different users across platforms
Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets
Can send and receive emails from your inbox
Cons
The app is far the worst part of the product as it's buggy, unreliable and slow
Email management basics are missing or inefficient
The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary
The support teams are challenging to deal with and you have to repeat the same information over and over
Freshdesk lacks in its features when it comes to separating responses
The tool does not know how to override the from address when another agent is in vs. assigned
Filters are limited
The auto-reply detection does not work as tickets get created from auto replies all the time
Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process
Reasons for Choosing Freshdesk
We wanted to better manage our customer service emails and client management.Switched From
Google WorkspaceReasons for Switching to Freshdesk
It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead.- Industry: Transportation/Trucking/Railroad
- 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
Quite powerful CRM for Email Management, but still Improving
Reviewed on 27/03/2023
Overall, the system is quite good, but there is definitely room for improvement. It's generally...
Overall, the system is quite good, but there is definitely room for improvement. It's generally easy to use for the basic actions and the rules that can be set make this a powerful tool.It does begin to get a little complicated when you have several departments using Freshdesk together (for example, adding another department using Freshdesk into a ticket doesn't create a ticket for that department - instead, the ticket has to be flipped, or have to go through parent-child ticketing, which can be confusing for those that are not tech savvy).
Pros
Freshdesk allows our company to manage our distribution lists that have a very high volume of incoming emails. It allows management to distribute and balance the workload of the department with ease.Not only does it keep a record of all emails sent and received, it also keeps track of all actions that were taken within the ticket along with the users or rules responsible for the changes.
Cons
The way the tickets come in and starts tracking time - this should be modifiable based on business needs, but seems to only track the time (& SLA) based on when the ticket/ email was created. This would be great for an IT department, but loses it's value in this aspect for a Customer Service department.Other companies that use a ticketing based CRM tends to clash with Freshdesk sometimes. Since each response includes the ticket number at the end of the subject line, each response ends up creating a brand new ticket, making it much harder to follow the chain.Freshdesk also has a Merge feature - but this feature doesn't really work very well. I would recommend not using it at all if the email chains are large. This feature just sticks the entire email chain into the ticket, as a single post, instead of filling in spots in chronological order.
- Industry: E-Learning
- Company size: Self Employed
- 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 3.0 /10
Customer Support has gone downhill, and they refuse to fix a perceived security issue.
Reviewed on 27/01/2020
Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. ...
Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. Unfortunately, it is on the downturn again.
When I first started, I had to wait days for a support question to be answered, and to contact a salesperson was almost impossible. Their phone support is unusable. It rings forever, and when you do get through since it is impossible to get through though you cannot hear them. The times I have gotten through and left a message, noone has replied to my question. When your a single person business this is frustrating,
The support became better and now it is going back downhill again. I feel I have to convince them that something is wrong.
What is most bothersome is they don't understand as a single person business I cannot spend days on a problem, and if I tell them there is an issue such as an attack on an email address, which I have no control over and they don't fix it.
Pros
The software has a great deal of functionality.
Cons
If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails.
The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not.
The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.
- Company size: 501–1,000 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
Feeling huge potential of Freshdesk, but experiencing quite low speed of advancing
Reviewed on 02/07/2018
We got convenient for clients Helpdesk portal
But still we are upset about lack of customizations...
We got convenient for clients Helpdesk portal
But still we are upset about lack of customizations and that some features are hardcoded (e.g. translations of Feedback form)
Pros
1. Occasional agents - great feature to keep agents without buying additional places
2. Very convenient multi-language feature
3. LIQUID gives lot of possibilities
4. Gamification features
5. Fully-operational API which is convenient to use
6. Great uptime. For almost 12 months of use - very rare failures
7. Convenient UI both for agents and customers (still lots of room for improvement)
8. Constant improvements and new features (but no sandbox still :( )
9. Convenient customization of solutions (with multi-language features)
10. Good functionality of Dispatch'r, Supervisors and Observers. But still they are poorer than in SF and for some reason they're divided in separate groups (in SF they're just Workflow rules)
Cons
1. Some interesting features are hardcoded and have no possibility to be re-used (e.g. no "Popular articles" feature. Or we'd like to place Search field to outter resource so we could push customers to Helpdesk portal. But it can't be placed somewehere outside Freshdesk)
2. Having deep experience with Salesforce, we can say that Freshdesk has VERY LOW options of customization. E.g. we can't just limit rights to separate field or hide it for some users (I know there is an application, but it's not native functionality of Freshdesk)
3. Shutting down system (Hotline) and forcing users to move to another solution (throwing out all works done about implementation of Hotline)
4. No clear documentation about establishing integrations (e.g. with telephony service)
5. Day passes - I think it's incovenient that they are not included into subscription plan. Perhaps 10 passes a month or smth like that
6. No possibility to create own report - only use pre-built ones
7. I suppose b2b system should me much more flexible (we have a great example of such approach - Salesforce)

- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Advanced Options Enable Enhanced Business Efficiency with Freshdesk
Reviewed on 17/03/2023
I have had a great experience with Freshdesk. It is a comprehensive customer service and help desk...
I have had a great experience with Freshdesk. It is a comprehensive customer service and help desk solution that helps businesses improve customer satisfaction, reduce customer support costs, and increase overall efficiency. The user interface is intuitive and easy to use, plus it has features specifically designed for customer service agents such as automated ticket assignment rules, canned responses, multi-channel communication options (including email and chat), reporting tools to track response time and performance metrics. Additionally, the platform offers integrated solutions that can be customized according to specific business needs such as integrating with popular CRMs like Salesforce or Zendesk. The most important feature of Freshdesk that I found appealing was the ability to manage multiple accounts from one centralized location.
Pros
Easy to use: Freshdesk is designed for easy usability and provides an intuitive user interface that makes it simple to get up and running quickly, even if you have no previous experience with support software. Automation capabilities: Freshdesk automates many of the customer service processes like ticket creation, ticket routing, and more so that your team can spend less time managing tickets and more time engaging with customers.Comprehensive reporting tools: Freshdesk's reporting features provide comprehensive insights into customer engagement trends, ongoing issues, broker productivity, response times etc., enabling you to identify areas for improvement. Numerous integration options: With its large number of integrations available through the App Marketplace and API library, Freshdesk offers a degree of customization not found in most customer support solutions on the market today. Great value pricing plans: One of the best things about FreshDesk is its competitive price tag; depending on which plan you choose there are plenty of features while remaining cost-effective – making it a great choice for small businesses as well as larger enterprises alike!"
Cons
It is cost effective compared to other CRMs in the market and provides flexible pricing plans with multiple users per account at no additional costs .
- 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...
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: Staffing & Recruiting
- 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 9.0 /10
Extremely helpful online ticketing system-Takes care of all HR related and other queries
Reviewed on 25/03/2019
Overall experience has been amazing so far as it is able to cater our day to day needs. Great...
Overall experience has been amazing so far as it is able to cater our day to day needs. Great platform to provide internal/external support.
Pros
We have been using this software for more than 2.5 years now in our company to assist our consultants, vendors and clients.
Freshdesk is a cloud based helpdesk system, which allows its users to resolve all day-to-day queries by generating tickets. This ticketing system works well internally and externally. Being a part of the HR Team, we receive approximately 20-30 tickets per day from our employees/Clients and other companies for assistance regarding pay, employment verification, employment letters, leaves etc. The employees send their queries to a common HR Group ID and then we allocate it to the concerned person within the team.
The Fresh desk support is implemented by the technical department of our company as well where the internal employees raise tickets in case of any technical issues.
The interface is easy to use and simple. It also provides guidelines and prompts for a new user, making it extremely easy to learn and start without much assistance. It provides the option to add a note to every ticket before closing it making it easier to know for the entire team that a ticket is closed. It also keeps a clear and manageable history of all the recently closed tickets. It also provides a feature to export a complete summary of the tickets group wise with categories and subjects, date of receipt and closure.
Freshdesk has an in-built contact directory for all internal employees making it easier to allocate copy or forward the tickets.
Cons
As per our existing needs, I do not see any cons. I am sure it offers more flexibility at higher prices but so far, it works well for us.
- Industry: Computer Software
- 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
Best Helpdesk Application for your Money
Reviewed on 17/09/2020
First of all, they preach by example because Freshdesk's support is top notch. I found myself...
First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well.
Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be.
I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars).
Pros
Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.
Cons
Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).
- 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,...
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.