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Freshdesk REVIEW

Field Service Management Software - FSM

22 user reviews
USER SATISFACTION 100%
OUR SCORE 9.3

What is Freshdesk?

Freshdesk is an award-winning cloud-based omnichannel help desk solution with an industry-best field support management functionality.

A help desk platform in a league of its own, Freshdesk helps teams seamlessly collaborate contextually on all support channels conveniently from one location. It’s also affordable and even a free trial so you can to first test-drive its main features to know if it fits your needs. You can easily sign up for Freshdesk free trial here.

Its field service management features offer an advanced array of capabilities and tools to help your field technicians and helpdesk agents go the extra mile in customer service. Freshdesk’s FSM enables business users to expand their reach via an omnichannel network. It uses automation tools to help streamline your operations. Using gamification, your field personnel can readily enhance their productivity. Its self-service portals can further boost your customer support initiatives and can be used anywhere as it works on iOS and Android.

Freshdesk also offers robust reporting and analytics to provide you with actionable insights on your help desk operations. The platform has an integrated knowledge base, advanced customization, and automation tools, as well as community platforms. It has a built-in live chat and phone support.

Despite its advanced design, it can work seamlessly with legacy productivity apps and systems, particularly when you need to derive important data from them. We also have a comprehensive review of Freshdesk written by our experts in case you want an extensive evaluation of Freshdesk features and capabilities.

Overview of Freshdesk Benefits

Empower your field technicians

Freshdesk’s Field Service Management is designed to empower your field technicians and help desk agents. It does so by providing them with the necessary tools necessary to help them resolve customer problems faster. It uses a very simple yet effective approach. First, a business user communicates with customers to obtain key information about their problems. Next, the company assigns the right field technicians–usually the nearest one available–and inform them what the problem is. Afterward, the business receives live status updates as the problems get fixed.

This helpdesk and FSM platform allows business users to assign tasks easily to on-site and off-site staff. It works efficiently with start-ups and SMBs as it can help in scaling field personnel quickly. Ultimately, Freshdesk FSM can help you identify problems and respond quickly.

A Full-Service Mobile Helpdesk

Using your Freshdesk mobile app, you can easily monitor all current and pending service tasks, receive on-the-fly updates (through push notifications), and even manage your day-to-day schedules. It allows you to easily navigate to your upcoming appointments, identify your customer location, and select your service task. With this mobile app, you can easily keep your helpdesk agents in the loop wherever you or your field technicians are.

Omnichannel Field Teams + Helpdesk

Freshdesk FSM allows you to leverage your helpdesk to easily add field technicians, coordinate service groups, and deploy them to the customer locations. You can also monitor and manage incoming support tickets from numerous channels from one convenient location.

Service Tasks, Appointments, and Schedules

This tool helps you to easily create, assign, and monitor service tasks for tickets that need one of your field technicians to go to personally visit your customer. It allows users to ensure customer’s problems are resolved in a timely manner, schedule appointments as per agent availability, and set deadlines for every service task.

Customer 360

The FSM functionality allows users to obtain a comprehensive perspective of your customers from within the Freshdesk suite. To provide more engaging customer experience, you can readily share the details with your field technicians and helpdesk agents. 

Actionable Insights

Just like in its other functionalities, Freshdesk’s FSM offers best-in-class reporting features. This ensures any business has all the key information it needs to enhance its field service and help desk operations. All these important data are available at a glance. 

Global customer support

Freshdesk FSM works anywhere in the world. It helps business users to easily scale customer support in any type of product or service, in any language, and timezone.

Overview of Freshdesk Features

  • Ticket Management and Monitoring
  • Team Inbox
  • SLA Management
  • Agent Collision Detection
  • Custom Ticket Creation
  • Repeated Action Automation
  • Pre-formatted Response Generation
  • Team Huddle
  • Shared Ownership
  • Linked Tickets
  • Ticket Splitting
  • Multichannel Support
  • Ticket Dispatch
  • Intelligent Ticket Management
  • Time-triggered Automation
  • Event-triggered Automation
  • Real-time Email Notification
  • Immediate Solutions Provider
  • Email to Knowledge Base Content
  • Feedback Mechanism
  • Knowledge Base Monitoring
  • Moderation Creation and Management
  • Forum topic to ticket conversion
  • Helpdesk and customer satisfaction reports
  • Real-time customer analytics
  • Customized Reports
  • Portal Design and Customization
  • Agent Management and Delegation
  • Custom Ticketing, URL, and apps
  • Customer Segmentation
  • Custom SSL Certificates
  • IP and Network Restrictions
  • Identity and Access Management

Awards & Quality Certificates

Award
Award
Award

Freshdesk Position In Our Categories

Freshdesk is also listed in the following subcategories:

Category:Position:Category:Position:
Field Service Management Software - FSM#2
Category:Position:
Field Service Management Software - FSM#2

Each company is different, and may call for a special Help Desk Software solution that will be adjusted to their business size, type of clients and employees and even specific industry they cater to. It's not wise to count on finding a perfect app that is going to be suitable for each business regardless of their background is. It may be a good idea to read a few Freshdesk reviews first and even then you should remember what the solution is intended to do for your company and your staff. Do you require an easy and straightforward solution with just essential features? Will you actually make use of the complex functionalities needed by experts and large enterprises? Are there any specific tools that are especially beneficial for the industry you operate in? If you ask yourself these questions it will be much easier to find a reliable software that will fit your budget.

How Much Does Freshdesk Cost?

Freshdesk Pricing Plans:
Free trial
Sprout
Free
Blossom
$15 per agent per month (billed annually)
Garden
$29 per agent per month (billed annually)
Estate
$49 per agent per month (billed annually)
Forest
$109 per agent per month (billed annually)

Freshdesk offers four subscription plans plus a free app. The vendor provides 24/5 phone support and 24/7 email support. You can test it first when you sign up for Freshdesk free trial here.

Sprout – free, unlimited number of agents

  • Ticket Dispatch
  • Email Ticketing
  • Ticket Trend Report
  • Social Ticketing
  • Knowledge Base
  • Team Collaboration
  • Call to ticket conversion

Blossom –  $15 per agent per month (billed annually)

  • All Sprout features
  • Chat and call management
  • Business Hours
  • Automation
  • SLA Management
  • Marketplace Apps
  • Helpdesk In-Depth
  • Collision Detection

Garden – $29 per agent per month (billed annually)

  • All Blossom features
  • Time Tracking
  • Call Masking
  • IVR
  • Triggered Messages
  • Session Replay
  • CSAT Surveys
  • Embedded Chat FAQs
  • Multilingual Helpdesk
  • Performance Reports

Estate – $49 per agent per month (billed annually)

  • All Garden features
  • Call Barging and Monitoring
  • Support Bot
  • Portal Customization
  • Smart Call Escalations
  • In-app Chat Campaigns
  • Ticket Assignment Automation
  • Multiple SLAs and Timezones
  • Custom Roles
  • Enterprise Reporting

Forest – $109 per agent per month (billed annually)

  • All Estate features
  • IP Whitelisting
  • Holiday Routing for Phone Calls
  • Sandbox
  • Multilingual Chat FAQs
  • Co-browsing
  • HIPAA Compliance
  • Data Centre Location
  • Extendable API Rate Limit

Field Service Management – $29 per field technician per month (billed annually)

  • Available on Estate and Forest Plans
  • Add field technicians
  • Generate curated reports
  • Manage schedules and appointments
  • Monitor service performance

User Satisfaction

We realize that when you make a decision to buy Field Service Management Software - FSM it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Freshdesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Freshdesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

89

NEGATIVE SOCIAL MENTIONS

2

Video

Technical details

Devices Supported
  • Android
  • iPhone/iPad
  • Web-based
  • Windows Mobile
Language Support
  • English
  • Chinese
  • German
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish
Pricing Model
  • Monthly payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are Freshdesk pricing details?

Freshdesk Pricing Plans:
Free trial
Sprout
Free
Blossom
$15 per agent per month (billed annually)
Garden
$29 per agent per month (billed annually)
Estate
$49 per agent per month (billed annually)
Forest
$109 per agent per month (billed annually)

Freshdesk offers four subscription plans plus a free app. The vendor provides 24/5 phone support and 24/7 email support. You can test it first when you sign up for Freshdesk free trial here.

Sprout – free, unlimited number of agents

  • Ticket Dispatch
  • Email Ticketing
  • Ticket Trend Report
  • Social Ticketing
  • Knowledge Base
  • Team Collaboration
  • Call to ticket conversion

Blossom –  $15 per agent per month (billed annually)

  • All Sprout features
  • Chat and call management
  • Business Hours
  • Automation
  • SLA Management
  • Marketplace Apps
  • Helpdesk In-Depth
  • Collision Detection

Garden – $29 per agent per month (billed annually)

  • All Blossom features
  • Time Tracking
  • Call Masking
  • IVR
  • Triggered Messages
  • Session Replay
  • CSAT Surveys
  • Embedded Chat FAQs
  • Multilingual Helpdesk
  • Performance Reports

Estate – $49 per agent per month (billed annually)

  • All Garden features
  • Call Barging and Monitoring
  • Support Bot
  • Portal Customization
  • Smart Call Escalations
  • In-app Chat Campaigns
  • Ticket Assignment Automation
  • Multiple SLAs and Timezones
  • Custom Roles
  • Enterprise Reporting

Forest – $109 per agent per month (billed annually)

  • All Estate features
  • IP Whitelisting
  • Holiday Routing for Phone Calls
  • Sandbox
  • Multilingual Chat FAQs
  • Co-browsing
  • HIPAA Compliance
  • Data Centre Location
  • Extendable API Rate Limit

Field Service Management – $29 per field technician per month (billed annually)

  • Available on Estate and Forest Plans
  • Add field technicians
  • Generate curated reports
  • Manage schedules and appointments
  • Monitor service performance

What integrations are available for Freshdesk?

Freshdesk can be integrated immediately fresh-out-of-the-box with an ever-growing, extensive array of apps. These include the following:

  • Box
  • Campaign Monitor
  • Capsule
  • Constant Check
  • Dropbox
  • Facebook
  • FetchFlow
  • Freshbooks
  • Freshchat
  • FreshPlugs
  • Gmail Gadgets
  • Google Apps (Gmail, Drive, Calendar, Contacts, Hangouts, and Analytics)
  • Harvest
  • HelpOnClick
  • Highrise
  • iContact
  • Jiira
  • Knowlarity
  • LogMeIn
  • Magento
  • Mailchimp
  • Microsoft Teams
  • Nimble
  • Olark
  • OneSky
  • RESTful API
  • Salesforce
  • Shopify
  • Slack
  • Snap Engage
  • SugarCRM
  • SurveyMonkey
  • Twitter
  • Userlike
  • Woo Themes
  • Xero
  • Zapier
  • Zoho CRM

User reviews


User reviews in total: 22

16
6
0
0
0

Average Rating:

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The most favorable review

Zakaria

1 year ago


Pros: It's a struggle trying to come up with that one thing this software is good at. It's a helpdesk tool that can be highly customized. It offers integration to different applications, which make it simple in managing varying business parts with a single app. Using it is easy and it can be set according to your preference.

Cons: Again, it's hard to formulate something that's negative with Freshdesk. Nothing much to dislike ever since I started using it. I wish I could figure out something bad. Unfortunately, it has way too many benefits for me to mention. Other than that, this product is ultimately perfect for me.

The least favorable review

Kimberly

1 year ago


Pros: Freshdesk is a great application that every small and medium business should have. Customer requests is now possible with this tool. I love how Freshdesk can seamlessly integrate into more than one subsystem while offering flexibility for use in other channels. It also comes with a special mobile app.

Cons: I hate the fact that I can't put in videos or bring in huge documents. I want to have the ability to connect directly to the tool and receive notifications in my email. For instance, if we're publishing a new ad, I want to make sure customers get to see them immediately. It would be nice to have complete access to its analytics.

Published 1 year ago
Verified
user
It's a struggle trying to come up with that one thing this software is good at. It's a helpdesk tool that can be highly customized. It offers integration to different...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
It's simple to set up Freshdesk. It's even easier to utilize. Whenever we're dealing with special needs, we were able to make configurations easily or collaborate with...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
Freshdesk is a great application that every small and medium business should have. Customer requests is now possible with this tool. I love how Freshdesk can seamlessly...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
Freshdesk keeps everything organized. It's also intuitive for user. Their "Mint" UI was recently unveiled, giving the tool a modern look. As a result, all pertinent...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
I like the simplicity and ease in setting things up. I find it easy to generate tickets and keeping track of progress. I can also send out messages by means of a...



1 person thinks this review is helpful

What do you think about this review? Great Poor
Published 1 year ago
Verified
user
There are plenty of things to like with this software. I love how its UI looks as well as its feel. I can deploy my own customizations with ease. The system automation is...



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Published 1 year ago
Verified
user
We've been making use of Freshdesk for internal IT requests. It met a lot of our needs. Staff can easily create ticketd via user-friendly portal/e-mail. Staff can log in...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
Its help functionality is very flexibile. It can accommodate almost all business processes. Rule writing and automation can be configured easily. They can even be handled...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
What I love most with this tool is its working quality. You won't have to be stressed out even if you've been in customer support for quite some time. The platform is...



What do you think about this review? Great Poor
Published 1 year ago
Verified
user
Very intuitive. Simple to utilize. Setup is easy. Awesome UI. Support portal integration and multi-language choices are handy.



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