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Freshdesk REVIEW

Customer Support Software

22 user reviews
USER SATISFACTION 100%
OUR SCORE 9.8

What is Freshdesk?

Freshdesk is an award-winning cloud-hosted help desk solution equipped with best-in-class features for delivering quality customer support. It won FinancesOnline Best Help Desk Software Award for 2017 as well as the Supreme Software Award for the same year and is currently no. 1 solution in our help desk software category outperforming such tools as Zendesk and Desk.com. Freshdesk also offers a great free trial plan that allows you to test all key features of the service. You can easily get Freshdesk free trial here.

The software is designed to meet demands of both small businesses and large companies. With it, users can broaden their reach through launch multi-channel support, streamline operations using automation tools, increase productivity through gamification, as well as reinforce customer support efforts using self-service portals.

The solution also includes standard features, such as, help desk ticketing, knowledge base, and community platform. Once set up, Freshdesk turns your support emails into tickets that you can track for rapid and accurate response. Furthermore, the solution gives you flexibility to link forum questions to a ticket and vice-versa, allowing you to create a more streamlined set of answers and replies.

Freshdesk has integrated Live Chat, Phone Support, and Game Mechanics. It also works with legacy productivity tools and your CRM when you need to pull out customer information. Likewise, it works with popular help desk and multimedia apps, such as Google Apps, YouTube, Slideshare and other widgets that can spice up your knowledge base.

Freshdesk has apps for Android and iOS so you can take your help desk anywhere you go.

A detailed review of Freshdesk prepared by our experts is also available with a thorough analysis of Freshdesk capabilities and features.

Overview of Freshdesk Benefits

Multi-channel features

Freshdesk is focused on making sure it offers a broad set of features for every channel a customer support team wants to engage with users in. Freshdesk comes with excellent support for traditional channels such as email and phone as well as modern channels like chat, forums and social media, with a ticketing helpdesk that is tightly integrated with all these channels.

Each Freshdesk account can have multiple custom mailboxes associated with it, allowing the support team to manage all their support emails in one place. Freshdesk’s social media integration is top-notch as well: with support for Facebook pages, an in-sync Facebook support center, streams to keep an eye on what the world is talking about a company, and a social tab that works on mobile, Freshdesk’s support desk compares well with its competitors for businesses that want to deal with a young customer base.

Freshdesk also has a phone system built into the system where users can accommodate calls from clients. Currently covering over 30 countries, this will allow you to perform call center operations without having to invest in a full-fledged business phone system. If you aren’t as comfortable with using phones for your customer support efforts, the system also has live chat solutions where you can facilitate real-time conversations with customers right on your website.

The feedback widget and support portal are simple ways for customers to easily raise issues with the support team. The portal is readily integrated with the knowledge base and forums, making it a one-stop destination for customers to reach out for help, find answers, or discuss ideas about the product with the community. It can even be optimized for search engines so that customers can find what they need from anywhere

Gamification

Businesses often choose Freshdesk not just because it is easy to set up, learn, and use, but also because the internal game mechanics turn an otherwise boring and thankless customer support job into a fun game for agents. Employees in customer support often use gamification as a motivation tool to compete with their own colleagues when solving issues reported by customers. With gamification emerging as a strategy across the world to boost engagement among employees and consumers, Freshdesk’s internal game mechanics helps agents engaged in their otherwise monotonous tasks, and is a differentiator in a crowded help desk market.

Global customer support

Freshdesk makes it easy to scale support across multiple products, languages, and timezones.

With multi-product support, all customer support queries can flow into the same helpdesk and get categorized and assigned to specific agents or teams, with ease. Each product can have specific assignment rules, different email notifications, customized SLAs etc. associated with it in addition to having their own support portal with a dedicated knowledge base and community forum.

Freshdesk comes with support for 26 different languages out of the box, and lets each agent customize their languages individually. Agents can also schedule work hours according to their local times by setting multiple business hours for each team, shift, or location. Similarly, distinct SLA policies can be set for every product, department, or company that the helpdesk supports, with automatic escalation emails to track violations

High customizability

Businesses can choose to set up the support portal to suit their brand by adding logos, bringing in colours, and even rewriting the HTML in the portal pages to correlate with the look and feel of the company’s website, with minimum effort and very little time expended. Freshdesk works for any kind of company – startups, small and medium businesses, and also enterprises

Extended support with integrations

Freshdesk is integrated with 60+ productivity, eCommerce, CRM, cloud storage, and collaboration systems to empower support teams with rich information about their customers. With a majority of its customers using a variety of cloud-based suites already, these integrations often help clinch deals in modern organizations. Freshdesk’s tight integration with Google’s suite of products makes it the ideal choice for businesses that rely on the Google for work suite to run their operations. Collaboration between sales and customer support teams is a lot more easier for a significant percentage of businesses who have chosen to integrate their CRM systems with Freshdesk.

Manage Customer Queries Efficiently

Freshdesk offers multiple support channels such as phone and email, as well as social media, chats, and forum. With this, you can manage all queries in a single dashboard and even queue them based on its urgency, service level agreements, or other metrics of your preference. On top of that, Freshdesk also has the capacity to support self-service options such as knowledge bases and forums so that customers can help themselves to the information that they need. 

Simplified Ticketing Management

As mentioned previously, Freshdesk has a ticket management system that can be configured to your unique operational processes. Like in other platforms, this feature allows users to monitor the amount of service requests or inquiries that they need to handle and make sure they don’t overlook anything. What sets this software apart is that it is completely scalable and configurable. This way, they can label, queue, and route tickets according to their workflow. Moreover, their ticketing system offers built-in collaboration tools such as agent collision detection to avoid duplicate responses to a single ticket. 

Boost Productivity with Intelligent Automations

You can automate tasks to boost your support team’s productivity. The software offloads repetitive tasks. In many cases, FAQs can be answered with a canned response. The Dispatch’r automatically prioritizes and assigns tickets to allow the manager to focus on tracking performance. Using this, you can route tickets according to the different skills of your agents as well as make notify them about their tasks.  There is also a “Supervisor” feature that audits unresolved tickets or overdue tasks so that you can follow up on them as soon as possible.

Easy to Set Up and Customize

Freshdesk is designed for easy setup in order accelerate user adoption. Plus, you can set up your service level agreements (SLAs) to define ticket priorities and resolution time. The tickets can be categorized based on your SLA policy which helps you save time and manage customer expectations. You can view the most urgent issues and their allotted response time. SLA customization is a boon if you have multiple products. You can set the operational hours for different priority levels. This lets your customers know when to expect a response. You can also customize the support portal with your logo and brand colors.

Overview of Freshdesk Features

  • Email to Ticket Conversion
  • Multiple Service Level Agreement policies
  • Automations – Ticket routing, scenario automations
  • Knowledge Base
  • Self Service Portal
  • Multi-channel support, including Facebook & Twitter
  • Multi-product/multi-brand Support
  • Community Portal with Idea Management & Voting
  • Leaderboard & gamification
  • Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
  • Multi-language & multi-time zone support
  • Satisfaction Surveys

What Problems Will Freshdesk Solve?

1. Managing chaotic email communication:

Most businesses start off with customer support by creating a common inbox and sharing access credentials with the support team members. As the team grows in size, this can get pretty chaotic with emails getting buried in the inbox, agents having zero context into issues they’re handling or multiple agents accidentally responding to the same request. Freshdesk consolidates the inbox, enabling teams to manage interactions with customers easily thanks to its streamlined ticketing interface. Agents can track who’s handling which ticket and also pull up contextual data, thus ensuring that nothing slips through the cracks. Freshdesk’s Agent Collision feature makes it simple for agents to see if someone is viewing or working on the same ticket as they are. It also intimates an agent when someone else starts typing a response to the current ticket which helps make sure that customers don’t receive different replies from multiple people on the same issue. Bearing in mind that most small business support teams have no more than two support agents sharing a single email address, Freshdesk offers up to three agents free forever on the Sprout plan which supports email and phone support.

2. Collaboration between teams on support issues:

Support agents often need to discuss about a ticket with other agents, share progress internally, or log updates for future reference. They may also need to loop in other teams, like developers or testers, on a ticket to fix bugs or analyze issues. Freshdesk lets agents add private notes to a ticket that are only visible to agents logged in to the support portal. These notes or comments can even be addressed to specific agents by notifying them as the recipient of the note. In case an agent needs a third party opinion, like that of an external vendor, on an issue, he can forward the ticket to the vendor right from within the helpdesk. Any replies from the external vendor will be included as private notes to the ticket thread. In the case of phone calls, Freshdesk provides agents with the option of forwarding the call. For chat queries, agents can route chats to the desired agent or even consult with experts simultaneously in a private agent-to-agent chat. This is most used in situations where a specific person or team specializes in fixing a particular issue.

3. Executing mundane repetitive tasks:

With email and most legacy systems, agents spend an inordinate amount of time categorizing, prioritizing and assigning issues/tickets to the right people. Another productivity drain is when customers write in with simple queries or multiple customers report the same issue and agents have to type out the same reply repeatedly. Freshdesk comes with a host of automations to reduce time, agent workload, and boost productivity. The Dispatch’r runs on every new ticket and automatically categorizes, prioritizes, and assigns the ticket to the right team. The Supervisor and Observer, which are time-based and event-based triggers respectively, can be used to set up rules to automatically send out notifications, and manage escalations and follow ups on tickets. Agents can create pre-formatted reply templates to common questions as Canned Responses and reuse them with a single click. These automated messages can be personalized by means of placeholders and unique ticket information, thus ensuring the high quality of support that all customers expect today.

Awards & Quality Certificates

Freshdesk Position In Our Categories

Position of Freshdesk in our main categories:

1

Freshdesk is top 1 Customer Support Softwareproduct

Top
1

Freshdesk is 1 Help Desk Softwareproduct

1

Freshdesk is 1
Customer Support Software product

1

Freshdesk is 1
Help Desk Software product


Freshdesk is also listed in the following subcategories:

Category:Position:Category:Position:
Customer Service Software#1 Help Desk & Ticketing Software#1
Category:Position:
Customer Service Software#1
Help Desk & Ticketing Software#1

Since each organization has unique business requirements, it is advisable for them to desist from looking for a one-size-fits-all perfect software system. Needless to say, it would be pointless to try to find such a system even among widely used software solutions. The smart thing to do would be to list the various essential elements that need consideration such as main features, budget, skill levels of staff members, company size etc. Then, you should do your groundwork thoroughly. Read some Freshdesk reviews and look into each of the other solutions in your shortlist in detail. Such exhaustive research can make certain you reject ill-fitting platforms and select the app that presents all the elements you need for business success.

How Much Does Freshdesk Cost?

Freshdesk Pricing Plans:
Free trial
Sprout
Free
Blossom
$25 per agent/month
Garden
$44 per agent/month
Estate
$59 per agent/month
Forest
$99 per agent/month

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here. You can find more details about Freshdesk pricing here.

Sprout (free, unlimited agents):

  • Access to App Gallery
  • Email Channel
  • Knowledge Base
  • Standard Phone Channel
  • Basic Social Channel

Blossom –  $19 per agent/month (yearly) or $25 (monthly)

  • Sprout inclusions
  • Advanced Social Channel
  • Custom Domain Mapping
  • Satisfaction Surveys
  • Time Tracking
  • Custom Apps

Garden – $35 per agent/month (yearly) or $44 (monthly)

  • Blossom inclusions
  • Multilingual Helpdesk
  • Live Chat Channel
  • Ticket Templates
  • Community Forums
  • Scheduled Reports

Estate – $49 per agent/month (yearly) or $59 (monthly)

  • Multiple Products
  • Garden inclusions
  • Portal Customization
  • Custom Agent Roles
  • Shared Ownership
  • Enterprise Reports

Forest – $89 per agent/month (yearly) or $99 (monthly)

  • Estate inclusions
  • Advanced Phone Channel
  • Custom Email Servers
  • EU Data Center
  • IP Whitelisting

*annual subscription

User Satisfaction

We realize that when you make a decision to buy Customer Support Software 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
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
  • Windows Mobile
Language Support
  • English
  • Dutch
  • 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

Freshdesk User Reviews

What are Freshdesk pricing details?

Freshdesk Pricing Plans:
Free trial
Sprout
Free
Blossom
$25 per agent/month
Garden
$44 per agent/month
Estate
$59 per agent/month
Forest
$99 per agent/month

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here. You can find more details about Freshdesk pricing here.

Sprout (free, unlimited agents):

  • Access to App Gallery
  • Email Channel
  • Knowledge Base
  • Standard Phone Channel
  • Basic Social Channel

Blossom –  $19 per agent/month (yearly) or $25 (monthly)

  • Sprout inclusions
  • Advanced Social Channel
  • Custom Domain Mapping
  • Satisfaction Surveys
  • Time Tracking
  • Custom Apps

Garden – $35 per agent/month (yearly) or $44 (monthly)

  • Blossom inclusions
  • Multilingual Helpdesk
  • Live Chat Channel
  • Ticket Templates
  • Community Forums
  • Scheduled Reports

Estate – $49 per agent/month (yearly) or $59 (monthly)

  • Multiple Products
  • Garden inclusions
  • Portal Customization
  • Custom Agent Roles
  • Shared Ownership
  • Enterprise Reports

Forest – $89 per agent/month (yearly) or $99 (monthly)

  • Estate inclusions
  • Advanced Phone Channel
  • Custom Email Servers
  • EU Data Center
  • IP Whitelisting

*annual subscription

What integrations are available for Freshdesk?

Freshdesk offers out-of-the-box integrations with a wide range of popular business applications such as CRM systems, invoicing tools, and eCommerce solutions, among others. Freshdesk is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more. Some of the other integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jiira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero and Zapier.

Freshdesk also integrates with the following applications:

  • Facebook
  • Twitter
  • SugarCRM
  • Capsule
  • Harvest
  • Gmail Gadgets
  • Google tools
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API

User reviews


User reviews in total: 22

16
6
0
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0

Average Rating:

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The most favorable review

Zakaria

3 months 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

4 months 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 3 months 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 3 months 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 4 months 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...



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Published 6 months 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...



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Published 6 months ago
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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

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Published 6 months 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 6 months 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...



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Published 7 months 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 7 months 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 7 months 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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