Freshdesk REVIEW

Customer Support Software

9 user reviews
USER SATISFACTION 100%
OUR SCORE 9.8

What is Freshdesk?

Freshdesk is an award-winning cloud-hosted help desk solution with useful features and exceptional customer service. It won FinancesOnline Best Help Desk Software Award for 2015 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. Its most significant features are: multichannel capability; integrated game mechanics to increase agent productivity; multiple SLA policies, smart automations; and 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

Email

  • Give your inbox a team-wide support by putting all your agents on board a single panel with status updates of each customer email. Agents can collaborate, help each other, and ensure no email is left unaddressed.
  • Prevent two agents shooting the same response to a single customer with Freshdesk’s proactive agent-collision detection

Ticketing

  • Label tickets fast and accurately and route them immediately to the right person for quick response and resolution.
  • Customize your tickets and fields with ticklers in a snap that make sense to your business

Automations

  • Automate your support from dispatching tickets to resolution, while making sure everything is categorized, assigned, and prioritized properly

Social

  • Quickly track down customer posts about your product in social media and address issues that can escalate, or build on opportunities to promote your product
  • Support team gets visibility across Social channels

Knowledge base

  • Help your new agents provide the right answers. Freshdesk intuitively suggests answers from your knowledge base based on customer queries.
  • Make your customers more engaged by helping them sort the answers by themselves with Freshdesk self-service portal, and watch your support workload reduced

Community

  • Build a community of passionate customers with Freshdesk by creating a section on tips, advice, shared best practices, and exchange of ideas among them.

Time-tracking

  • Keep tab of your agents’ turnaround time for each customer and identify patterns, trends, bottlenecks, and opportunities to further improve your support

Multi-product

  • Set up an exceptional support system across your products; one solution for different brands

Global support

  • Support customers across different time zones and languages, from Tokyo to Moscow, with Freshdesk’s language and global time features

Insights

  • Get a complete overview of your support with drill-down tools to get to the root
  • Get customer feedback to measure your support performance with Freshdesk’s Customer Satisfaction Survey

Game mechanics

  • Motivate your agents with game-inspired mechanics that keep score of their performances

Depth in 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. Support queries that come into the helpdesk can be automatically categorized, prioritized, and assigned while multi-level SLAs ensure every ticket is attended to well in time.

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’s built-in phone channel, that is extensively integrated with the helpdesk, is the first of its kind in the market. Businesses in 37 countries can set up a call center affordably in less than 15 minutes, without having to invest in expensive infrastructure. Localized phone numbers, customizable IVRs, call routing and transfer enable easy workflows with respect to phone support. The integrated live chat solution is another channel that enables real-time conversations with customers by means of a chat box that can be placed anywhere on the page.

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. The software lets you see all queries fast and identify the right type of response for each query. No matter which channel customers use, all support queries are converted into tickets in one place. From this single dashboard, you can prioritize and assign the tickets. Plus, you can set priorities based on your service level agreements (SLAs). For instance, premium plan customers get 24/7 response, while starting plan tickets are scheduled on business hours. Plus, customers can make use of the support portal, knowledge base, and forums to resolves issues on their own.

Robust Yet Easy-to-Manage Ticketing: Freshdesk is easy to use and yet offers enterprise-grade ticketing that is used by big organizations such as Cisco, Toshiba, Boss, and 3M. Small businesses can opt to use Freshdesk because the app is scalable to their growing needs. Ticketing features are accessible right inside each ticket which helps agents focus on each ticket without needing to shift to another window for tasks like status change or customer details. They can also collaborate on complicated tickets using private notes for internal communication. The agent collision detection feature helps to avoid different or repetitive 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. You can also set assignments based on agents’ expertise, and send automated bug reports to technical staff and refund tickets to billing. Freshdesk also pre-empts complications. The “Supervisor” checks the system for the day’s unresolved and overdue tickets, and alerts you to follow up on them. Thus, this feature can prevent bottlenecks hampering your support workflow.

Easy to Set Up and Customize: Freshdesk is easy to set up and you can add agents in a jiffy. 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
  • Knowledge Base
  • Self Service Portal
  • Multiple Service Level Agreement policies
  • Automations – Ticket routing, scenario automations
  • Multi-channel support, including Facebook & Twitter
  • Community Portal with Idea Management & Voting
  • Multi-product/multi-brand Support
  • Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
  • Multi-language & multi-time zone support
  • Satisfaction Surveys
  • Leaderboard & gamification

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 Software product

1

Freshdesk is top 1 Help Desk Software product

1

Freshdesk is top 1
Customer Support Software product

1

Freshdesk is top 1
Help Desk Software product


Freshdesk is also listed in the following subcategories:

Category:Position:Category:Position:
Call Center Software#1 Help Desk & Ticketing Software#1
Live Chat Software#1
Category:Position:
Call Center Software#1
Help Desk & Ticketing Software#1
Live Chat Software#1

Every business has its own characteristics, and might need a special Call Center Software solution that will be adjusted to their company size, type of customers and employees and even individual niche they support. It's not wise to count on locating an ideal services that will work for each company regardless of their history is. It may be a good idea to read a few Freshdesk reviews first and even then you should keep in mind what the solution is intended to do for your company and your employees. Do you need an easy and intuitive app with only essential features? Will you really use the advanced functionalities needed by pros and big enterprises? Are there any specific features that are especially practical for the industry you work in? If you ask yourself these questions it will be much easier to get a reliable app that will match your budget.

How Much Does Freshdesk Cost?

Freshdesk Pricing Plans:

Freshdesk offers a free app and four price points for various business sizes, with annual plans at 20% discount. 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
  • USA
  • UK
  • Canada
  • International
  • China
  • Germany
  • India
  • Japan
  • Spain
  • France
  • Russia
  • Italy
  • Dutch
  • Portugal
  • 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 NO.
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are Freshdesk pricing details?

Freshdesk Pricing Plans:

Freshdesk offers a free app and four price points for various business sizes, with annual plans at 20% discount. 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: 9

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The most favorable review

Felix

3 months ago


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.

The least favorable review

Sophie

1 month ago


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.

Published 1 month ago
Verified
user
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...



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Published 2 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 3 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...



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Published 3 months ago
Verified
user
Very intuitive. Simple to utilize. Setup is easy. Awesome UI. Support portal integration and multi-language choices are handy.



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
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...



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Published 5 months ago
Verified
user
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...



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Published 5 months ago
Verified
user
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...



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Published 5 months ago
Verified
user
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...



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Published 6 months ago
Verified
user
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...



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