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Freshdesk Review

Freshdesk
Our score: 9.3 User satisfaction: 100%

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

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

Freshdesk Position In Our Categories

Since companies have unique business-related demands, it is only reasonable they steer clear of deciding on an all-encompassing, “perfect” software product. Regardless, it is almost impossible to try to chance on such application even among sought-after software systems. The reasonable thing to do is to tabulate the varied vital functions that call for a investigation like key features, plans, technical skill ability of the users, business size, etc. The second step is, you must do your product research thoroughly. Have a look at some of these Freshdesk reviews and explore the other applications in your shortlist more closely. Such comprehensive research ascertains you drop mismatched apps and pay for the one which delivers all the function your company requires in growing the business.

Position of Freshdesk in our main categories:

Freshdesk is also listed in the following subcategories:

Each enterprise has different needs and needs a system that can be customized for their size, type of employees and buyers, and the particular industry they are in. For these reasons, no platform can offer perfect tools off-the-shelf. When you search a software system, first be sure what you need it for. Read some Freshdesk Field Service Management Software - FSM reviews and ask yourself do you desire basic tools or do you need complex functionality? Are there any industry-specific functionalities that you are seeking? Find the answers to these questions to aid your search. There are plenty of aspects that you need to reflect on and these include your budget, specific business needs, your company size, integration needs etc. Take your time, check out a few free trials, and finally select the platform that presents all that you want to boost your firm competence and productivity.

How Much Does Freshdesk Cost?

Freshdesk Pricing Plans:

Free Trial

Sprout

Free

Blossom

$19/agent/month

Garden

$35/agent/month

Estate

$65/agent/month

Forest

$125/agent/month

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

Blossom –  $19/agent/month or $15/agent/month/annual billing

  • All Sprout Features
  • Automation Capabilities
  • In-depth Helpdesk
  • Business Hours
  • SLA Management
  • Marketplace Apps
  • Chats and Calls Management

Garden – $35/agent/month or $29/agent/month/annual billing

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

Estate – $65/agent/month or $49/agent/month/annual billing

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

Forest – $125/agent/month or $109/agent/month/annual billing

  • All Estate Features
  • Skill-based Ticket Assignment
  • IP Whitelisting
  • Extendable API Rate Limit
  • Sandbox
  • HIPAA Compliance
  • Co-browsing
  • Phone Calls Holiday Routing
  • Multilingual Chat FAQs

Field Service Management – $29/field technician/month

  • Available on Estate and Forest Plans
  • Add Field Technicians
  • Schedule and Appointment Management
  • Service Performance tracking
  • Reports
  • 24/7 Email Support
  • 24/5 Phone Support

Omnichannel capability is available for Garden and Estate plans for a fee. Meanwhile, it is free for the Forest subscription.

User Satisfaction

Positive Social Media Mentions 89
Negative Social Media Mentions 2

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.

Video

Technical details

Devices Supported

  • Android
  • iPhone/iPad
  • Web-based
  • Windows Mobile

Deployment

  • Cloud Hosted

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

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Freshdesk user reviews

A partner that looks after you, professionally mannered, and with lots of innnovation.

Read full review >
Felix
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.09.2019 Company Size: More than 100 Employees Industry: Research

The resources are simple and very understandable to do.

Read full review >
Vito
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.09.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

A fantastic ticketing system worth using!

Read full review >
Sophie
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 08.09.2019 Company Size: More than 100 Employees Industry: Professional Training and Development

It happens to be one of the best helpdesk tools I’ve ever used.

Read full review >
Zakaria
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.09.2018 Company Size: More than 100 Employees Industry: Not available

Using Freshdesk was an ultimate pleasure.

Read full review >
Trace
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.09.2018 Company Size: More than 100 Employees Industry: Events Services

What are Freshdesk pricing details?

Freshdesk Pricing Plans:

Free Trial

Sprout

Free

Blossom

$19/agent/month

Garden

$35/agent/month

Estate

$65/agent/month

Forest

$125/agent/month

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

Blossom –  $19/agent/month or $15/agent/month/annual billing

  • All Sprout Features
  • Automation Capabilities
  • In-depth Helpdesk
  • Business Hours
  • SLA Management
  • Marketplace Apps
  • Chats and Calls Management

Garden – $35/agent/month or $29/agent/month/annual billing

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

Estate – $65/agent/month or $49/agent/month/annual billing

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

Forest – $125/agent/month or $109/agent/month/annual billing

  • All Estate Features
  • Skill-based Ticket Assignment
  • IP Whitelisting
  • Extendable API Rate Limit
  • Sandbox
  • HIPAA Compliance
  • Co-browsing
  • Phone Calls Holiday Routing
  • Multilingual Chat FAQs

Field Service Management – $29/field technician/month

  • Available on Estate and Forest Plans
  • Add Field Technicians
  • Schedule and Appointment Management
  • Service Performance tracking
  • Reports
  • 24/7 Email Support
  • 24/5 Phone Support

Omnichannel capability is available for Garden and Estate plans for a fee. Meanwhile, it is free for the Forest subscription.

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

Freshdesk average rating:

Average score
5/5 (22 user reviews)
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

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The most favorable review

Tirthak

PROS: Their support team is simply the best out there. Even if you're not a paying customer and you're using their services free of charge, you'll still be getting support at any time of the day or night. The tool itself is free from hassles or confusion. Everything you want is laid out for you.

CONS: I just love everything baout Freshdesk. I don't feel like hating everything. The stuff it provides is unbelievable. I wish there was one thing that stood out like a sore thumb. Unfortunately, that's never the case. Simply put, this tool didn't cause me a single problem.

Reviewed 2 years ago

Read full review >

The least favorable review

Jonathan

PROS: We reviewed many help desk apps, but Freshdesk matched our needs the most. We use it to automate and track IT workflows. The Google Apps plugins provide added services without needing to change touch points for our customers. The icing on the cake is it is very easy to migrate over to Freshdesk – our clients did not have to change any touch points. If you are a Google Apps user and need a help desk app with automated workflows and added features, Freshdesk is the best choice.

CONS: I have an issue with the price packages. The more expensive ones offer more features but we cannot afford the cost. I wish they elevated schools (K-12 edu) to a higher package level. Most of the software we buy have all the features but offer limited number of licenses. Freshdesk uses a different business model which is reasonable, but we still wish they offered more features for the price we pay.

Reviewed 2 years ago

Read full review >

More reviews from 22 actual users:

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  • Most negative

A partner that looks after you, professionally mannered, and with lots of innnovation.

Read full review >
Felix
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.09.2019 Company Size: More than 100 Employees Industry: Research

PROS: 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 via the admin portal. Reporting is also done with KPI measures that can be visualized to ensure decision making for business is done on the go.

CONS: Some things to point out. It requires a functionality where it can retrieve e-mails similar to that of Outlook. It needs to have the ability in dragging and dropping attachments into ticket responses. That should be accomplished without having to browse for anything. Its dashboard could use some enhancements.

What do you think about this review? Great Poor

The resources are simple and very understandable to do.

Read full review >
Vito
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.09.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Thanks to this software, I can seamlessly collaborate with my team across my business. I can provide consecutive and quicker answers to the clients we're dealing with. In addition, I'm able to resolve issues a lot by minimizing things into smaller tasks for relevant teams to work on.

CONS: I feel this tool won't rake in any issues or do major harm to our company. In addition, everything works through installation. Using this has been nothing but quick and easy. So for me, it's capable of doing what it's supposed to do without sacrificing anything big.

What do you think about this review? Great Poor

A fantastic ticketing system worth using!

Read full review >
Sophie
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 08.09.2019 Company Size: More than 100 Employees Industry: Professional Training and Development

PROS: I like how you're able to "gamify" the ticketing process. The system contains pre-installed games that offer rankings and rewards for service individuals. This helps motivate them so they get to serve customers better. The important part with Facebook are the tag that are being applied whenever a ticket gets updated. Within the ticket view, you get to see a blue tag per ticket that received a response and a red dot represneting the ones that have been overdue.

CONS: At times, tickets can take a long while. New entries are difficult to spot as they tend to quote older e-mail threads. This holds true whenever a person includes a note. It would lead to another note being made automatically from an agent saying that a note was made. Thus, new entries are hard to spot as well those who wrote those entries.

What do you think about this review? Great Poor

It happens to be one of the best helpdesk tools I’ve ever used.

Read full review >
Zakaria
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.09.2018 Company Size: More than 100 Employees Industry: Not available

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.

What do you think about this review? Great Poor

Using Freshdesk was an ultimate pleasure.

Read full review >
Trace
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.09.2018 Company Size: More than 100 Employees Industry: Events Services

PROS: 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 the customization team from Freshdesk to make that specific app that can do a lot of automated functions.

CONS: There's nothing much to hate. But I do need to air out the content management aspect of Freshdesk that needs a bit of improvement. We're heavy users of the knowledgebase as an online help center to cater to several products that we currently have. We've made requests for certain improvements to ensure proper management of our articles.

What do you think about this review? Great Poor

Managing customers has never been this easy.

Read full review >
Kimberly
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 30.08.2018 Company Size: More than 100 Employees Industry: Marketing and Advertising

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.

What do you think about this review? Great Poor

A great portal for customer support.

Read full review >
Andrew
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.07.2018 Company Size: More than 100 Employees Industry: Not available

PROS: 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 information are available in one dashboard. Throw in technical support --- regardless if it's one's own ticket system or chatting instantly --- inquiries are answered extensively and quickly.

CONS: Certain functionality from other help desks couldn't be found. For instance, there's no option to have more than one portal in under a single account. Even though I was told this can be done, it appears it's hard to carry out. They have a way of sending requests for featurs, but for the most part, they're just sitting on the support portal with little or no feedback.

What do you think about this review? Great Poor

A highly recommended IT software!

Read full review >
Andrew
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.06.2018 Company Size: 11-50 Employees Industry: Restaurants

PROS: 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 web-based console. I can't get enough how smooth it is to make it through with this nifty tool.

CONS: There have been instances where the software would suffer a glitch or two. A case that's been assigned to a case to more than an agent within the IT department will be significantly be affected when this happens. Aside from that, downtime will be experienced leading to confusion to staff members.

What do you think about this review? Great Poor

Ticketing with this software.

Read full review >
Martin
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.06.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: 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 a fantastic feature that works extremely well. I like the relationship management going on between tickets. Their customer is very responsive.

CONS: There were some things that I don't favor much. I don't like having to make customized team-specific dashboards. I hate wasting my time doing that. I also don't like linking one customer to the next. It takes time for Freshdesk Developers to come up with a new functionality or to upgrade to another feature.

What do you think about this review? Great Poor

So far, it’s been very fair to me.

Read full review >
Nancy
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 09.06.2018 Company Size: More than 100 Employees Industry: Hospitality

PROS: 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 by means of Google SSO. Tickets can easily be "CCed" to other people as required.

CONS: CCing and sending out e-mail can't be controlled. By that, it means not doing so on a per-email basis. As a manager that actually CCed just about everything, I'd get several e-mails for even one simple ticket. Ticket lists can't be categorized by date range. Customization availability on the ticket request is actually great, althoug we want to do a lot more.

What do you think about this review? Great Poor

This has to be one of the best support I’ve ever received.

Read full review >
Ragvan
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.05.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: 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 hassle-free and can be accessed just about anywhere whether it's on a mobile device or a desktop PC.

CONS: To be honest, there's nothing much to hate with this tool. But if you're in need of a good help desk, then going for a plan is the best thing you can do. If opting for higher quality, a dicount is offered for those who have been using Freshdesk for quite some time.

What do you think about this review? Great Poor

A useful tool as a help desk.

Read full review >
Anne
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.05.2018 Company Size: More than 100 Employees Industry: Internet

PROS: Very intuitive. Simple to utilize. Setup is easy. Awesome UI. Support portal integration and multi-language choices are handy.

CONS: Live chat has some bugs that need to be looked at. Collision agent system is painstakingly a crawl. Reporting options are decent although lacking some in-depth data.

What do you think about this review? Great Poor

My take on Freshdesk.

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Christine
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.05.2018 Company Size: 11-50 Employees Industry: Design

PROS: I like how their live chat functions. I also like how you get to know the customers who dropped by your site for a visit. You can start chatting with customers who happen to be online whenever there's an urgent issue that you want them to know about. I like how you can directly reach out to them like this.

CONS: I don't favor the Ticket Summary found on the dashboard. I feel that it should be showcased as "Open," "Due Today," "Overdue," Waiting on Customer," and "Pending." That way, we won't have to worry much about any overdue tickets. As much as we can, we want to get to the open tickets and resolve the problems quickly.

What do you think about this review? Great Poor

I experienced the best of the best!.

Read full review >
Tirthak
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.05.2018 Company Size: More than 100 Employees Industry: E-Learning

PROS: Their support team is simply the best out there. Even if you're not a paying customer and you're using their services free of charge, you'll still be getting support at any time of the day or night. The tool itself is free from hassles or confusion. Everything you want is laid out for you.

CONS: I just love everything baout Freshdesk. I don't feel like hating everything. The stuff it provides is unbelievable. I wish there was one thing that stood out like a sore thumb. Unfortunately, that's never the case. Simply put, this tool didn't cause me a single problem.

What do you think about this review? Great Poor

It offers a fresh perspective to what customer service is all about.

Read full review >
Robert
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.04.2018 Company Size: More than 100 Employees Industry: Gambling & Casinos

PROS: I love being able to gather all different communication channels together. This tool will collate messages in a single place so you won't miss out on them any longer. I love their how their service is done in the right automation level. Ticket processing is easy. From the looks of it, it's the best in its category.

CONS: Freshdesk makes things so simple to use. There's basically nothing that I hate using this kind of service. Right now, everything is going so well that I feel like I shouldn't throw this tool out of the window. It's worth using this the moment I ran it in my desktop PC.

What do you think about this review? Great Poor

Ideal for an EDU company that partly belongs to the Google Apps environment.

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Janie
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.03.2018 Company Size: More than 100 Employees Industry: Primary/Secondary Edu

PROS: After making a reviews on other help desk platforms, Freshdesk ended up becoming an ideal fit for our company. It keeps track and automates IT workflows. Its Google Apps plugins offered extra functionality without making any changes to our clients' touch points. The thing we like was our transition to Freshdesk. It was buttery smooth for customers.

CONS: While Freshdesk offers value and gives a wide range of packages, its higher versions offers more tools for us to use. But then again, it cam be difficult to justify. It'd be a plus if schools could be pushed to another package level. A majority of the software we bought, we acquire all functionality (with limitations in terms of licenses acquired). Freshdesk operates on a different business model although it'd be nice to have additional features.

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Support has been great all-around.

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Dave
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 10.03.2018 Company Size: More than 100 Employees Industry: Not available

PROS: Obviously, expecting the best customer service from a company responsible for making a customer service tool is something that Freshdesk is good at. The chat option is fantastic to use. I've been using chat support numerous times during the setup process. There was never a time when a chat support agent was away or unavailable.

CONS: I don't like it when a box is asking me to fill in more than 40 characters just to describe whatever it is I hate with this tool. I hate having to answer vague questions when I can't come up with anything sensible. So, to put it to perspective, I'd say "zero" dislikes with Freshdesk.

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An ideal solution for customer service.

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Kim
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.02.2018 Company Size: More than 100 Employees Industry: 2-10 employees

PROS: I've been making use of Freshdesk for the past several months now. We're thrilled with its functionality. Freshdesk ensured our customer service runs butter smooth. At the same time, it helped preserve our narrow turnaround times. We like how easy it is to make customizations and leaving notes for another representative/administrator and to work hand-in-hand on a problem.

CONS: One recommendation we'd like to see is improving its setup process. The same goes for its CRs. Or maybe we have yet to come up with the right process. It'd be nice to have a CR search field. Maybe searches for abbreviations too.

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An aweomse help desk with proven and capable customer support!

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Ted
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.02.2018 Company Size: More than 100 Employees Industry: Mining & Metals

PROS: I find Freshdesk to be highly customizable. The layouts and menus have made things simple to do changes to the help desk. All that can be done within in a matter of minutes --- or maybe in seconds. If you're stumped and want to start customizing things, then the team from Freshdesk will do whatever it is they can to help you out.

CONS: This can be a bit hard to do as I've never experienced anything negative from the tool. The one thing that I'm not happy about the most is its pricing. It tends to get a bit expensive. But compare it to Zendesk, it's more affordable. Plus, you have a ton of features. Other than that, there's nothing much to hate with Freshdesk.

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Its cloud and support centers are all-around complete.

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Olga
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.02.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: It comes with a pricing plan consisting of 5 options. They range anywhere from zero to seventy dollar. Each plan offers a lot more. The "free" plan is ideal for those who want to start anew or want to do some testing. It's entirely online-based so you're not required to install anything.

CONS: We wanted to do further customizations on the default aspect of the page. This is where you get to include any "new" bugs or problem. While the default view looks fine, for our organization, we wanted a page where we can customize it. We wanted the form and everything in through our design. There are other help desks available, but when it comes to meeting our needs, this is a great option.

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A collaborative tool that is easy to customize

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Jonathan
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.01.2018 Company Size: More than 100 Employees Industry: Primary/Secondary Education

PROS: We reviewed many help desk apps, but Freshdesk matched our needs the most. We use it to automate and track IT workflows. The Google Apps plugins provide added services without needing to change touch points for our customers. The icing on the cake is it is very easy to migrate over to Freshdesk – our clients did not have to change any touch points. If you are a Google Apps user and need a help desk app with automated workflows and added features, Freshdesk is the best choice.

CONS: I have an issue with the price packages. The more expensive ones offer more features but we cannot afford the cost. I wish they elevated schools (K-12 edu) to a higher package level. Most of the software we buy have all the features but offer limited number of licenses. Freshdesk uses a different business model which is reasonable, but we still wish they offered more features for the price we pay.

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An awesome help desk platform!

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Ed
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.12.2017 Company Size: More than 100 Employees Industry: Information Technolog

PROS: It's cloud-hosted. So expect remote access to it from just about anywhere. I can even access it through my smartphone. Customer service is exceptional. I get responses quickly and the agents are always looking forward to helping you out.

CONS: There's really nothing much to hate. If I'm nitpicking at things, then I'd say their sub-tickets/children tickets are lacking. I'd prefer taking a task and templating a number of parts of a task into separate tickets. I guess that's more leaning towards a project management functionality. But then again, it'd be nice to have something like that.

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Reviewed By Jenny Chang
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