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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 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

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Freshdesk Position In Our Categories

Position of Freshdesk in our main categories:

1

Freshdesk is top 1 Customer Support Softwareproduct

Top
3

Freshdesk is one of the 3 Help Desk Softwareproducts

1

Freshdesk is one of the 1
Customer Support Software product

3

Freshdesk is one of the 3
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

Every enterprise has different needs and requires an application that can be customized for their size, type of workers and clients, and the specific industry they are in. For these reasons, no system can offer perfect functionality off-the-shelf. When you try to find a software app, first be sure what you want it for. Read some Freshdesk reviews and ask yourself do you want basic tools or do you require advanced features? Are there any industry-specific tools that you are looking for? Get the answers to these queries to help your search. There are plenty of elements that you need to mull over and these include your finances, specific business wants, your company size, integration requirements etc. Take your time, use a few free trials, and finally zero in on the system that provides all that you want to boost your organization efficiency and productivity.

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

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

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

Freshdesk User Reviews

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

User reviews


User reviews in total: 22

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0

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The most favorable review

Zakaria

11 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

12 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 11 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 11 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 12 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...



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



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Published 1 year ago
Verified
user
I like the simplicity and ease in setting things up. I find it easy to generate tickets and keeping track of progress. I can also send out messages by means of a...



1 person thinks this review is helpful

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



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



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Published 1 year ago
Verified
user
Its help functionality is very flexibile. It can accommodate almost all business processes. Rule writing and automation can be configured easily. They can even be handled...



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



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



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