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Freshdesk Review

Freshdesk
Our score: 9.8 User satisfaction: 100%

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 2018 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 Zoho Desk. 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 the 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.

With Freshdesk, you can realize your vision of operational efficiency for your agents. It includes a quality ticketing module that lets you convert every transaction into a ticket. Its integrated multi-channel support ensures that you no longer have to overwhelm yourself with so many tools to navigate.

It is certainly designed for maximum collaboration, thanks to its tools for streamlining ticket delivery and management and a feature that lets you tag tickets according to properties and requirements. Its Service Level Agreement management module facilitates effective delegation of tickets by setting up rules and requirement. Freshdesk is also packed with collaboration tools that help internal teams find context in issues and solve it. It offers a way for users to collaborate on a ticket and even split these into smaller tickets.

Moreover, Customer frustration is avoided through instant notifications and ticket updates. Urgent events can be immediately tagged and sent out to prevent customer attrition.

The solution also gives you access to qualitative insights in a snap. Quickly view these data on the reports page, and identify pertinent issues relating to customer frustration, ticket closing, response time, and other bottlenecks. Insights including average first response time, pending tickets, tickets reopened, and first contact resolution is swiftly provided. Its reports page also features a helpdesk that lets you find relevant reports of your interest using keywords of choice.

Freshdesk also features a multi-channel helpdesk, a powerful, integrated knowledge base, and tools for customization, advanced automation, and community platforms. Furthermore, the solution gives you the 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

Freshdesk offers a powerful suite of tools and modules to sustainably grow your customer base and drive in continuous business growth. Its ticketing module gives your agents the tools they need so they can work on the tickets appropriate to their expertise. Scenario automations, canned responses, and custom ticketing features solve the strenuous pains of grunt and repetitive work. Collaboration tools such as the ability to link related tickets, context-specific solutions delivery, and more complex tools for ticketing give you an all-around tool for driving customer happiness.

With its powerful multi-channel helpdesk, automation tools, a suitable and integrated knowledge base, as well as reporting and analytics, you drive in sustainable business growth and make your customers keep coming back for more. Here are the main 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 its 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 colors, 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 Google for work suite to run their operations. Collaboration between sales and customer support teams is a lot 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 number 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 Automation

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 to 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

  • 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

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

This award is given to the best product in our help desk software category. It highlights its superior quality and underlines the fact that it's a leader on the market.
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 to the best product in our Help Desk Software category. It highlights its superior quality and underlines the fact that it's a leader on the market.

Freshdesk Position In Our Categories

Knowing that companies have unique business needs, it is wise they avoid subscribing to an all-encompassing, ”best” system. At any rate, it would be difficult to try to pinpoint such an app even among recognizable software systems.
The sensible step to do would be to tabulate the varied essential functions that demand scrutiny such as crucial features, packages, technical skill levels of staff, business size, etc. Next, you should conduct your research exhaustively. Have a look at some of these Freshdesk review articles and scrutinize the other applications in your list in detail. Such detailed product investigation ensure you circumvent poorly fit apps and subscribe to the one that meets all the function your company requires.

Position of Freshdesk in our main categories:

TOP 1

Freshdesk is top 1 Customer Support Software product

TOP 3

Freshdesk is one of the 3 Help Desk Software products

Freshdesk is also listed in the following subcategories:

Since each company has specific business wants, it is advisable for them to refrain from seeking a one-size-fits-all ideal software system. Needless to say, it would be pointless to try to find such an app even among popular software applications. The smart thing to do would be to catalog the various essential factors that require consideration such as required features, budget, skill levels of employees, company size etc. Then, you should do your research thoroughly. Read some Freshdesk Customer Support Software reviews and look into each of the other systems in your shortlist in detail. Such in-depth homework can make certain you weed out ill-fitting systems and choose the app that presents all the features you require for business success.

How Much Does Freshdesk Cost?

Freshdesk Pricing Plans:

Free Trial

Sprout

Free

Blossom

$15 per agent/month (yearly)

Garden

$29 per agent/month (yearly)

Estate

$49 per agent/month (yearly)

Forest

$109 per agent/month (yearly)

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):

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

Blossom –  $15 per agent/month (yearly)

  • Everything in Sprout
  • Automations
  • Collision Detection
  • Marketplace Apps
  • Helpdesk In-Depth
  • SLA Management
  • Business Hours
  • Chat and call management

Garden – $29 per agent/month (yearly)

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

Estate – $49 per agent/month (yearly)

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

Forest – $109 per agent/month (yearly)

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

User Satisfaction

Positive Social Media Mentions 89
Negative Social Media Mentions 2

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.

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 Comparisons

Freshdesk user reviews

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

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

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

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

What are Freshdesk pricing details?

Freshdesk Pricing Plans:

Free Trial

Sprout

Free

Blossom

$15 per agent/month (yearly)

Garden

$29 per agent/month (yearly)

Estate

$49 per agent/month (yearly)

Forest

$109 per agent/month (yearly)

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):

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

Blossom –  $15 per agent/month (yearly)

  • Everything in Sprout
  • Automations
  • Collision Detection
  • Marketplace Apps
  • Helpdesk In-Depth
  • SLA Management
  • Business Hours
  • Chat and call management

Garden – $29 per agent/month (yearly)

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

Estate – $49 per agent/month (yearly)

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

Forest – $109 per agent/month (yearly)

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

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
  • Dropbox
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Freshchat
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Microsoft Teams
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API

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

ADD A REVIEW

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 1 year 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:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

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.

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

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Felix
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 01.06.2018 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.

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

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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.

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A useful tool as a help desk.

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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.

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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.

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I experienced the best of the best!.

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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.

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

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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.

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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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The resources are simple and very understandable to do.

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Vito
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 13.03.2018 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.

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A fantastic ticketing system worth using!

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Sophie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.03.2018 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.

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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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