Who Uses This Software?

Industries: Professional services providers, Real estate, Healthcare, Insurance


Average Ratings

168 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $19.00/month/user
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Live Online
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • Freshdesk
  • www.freshdesk.com
  • Founded 2010
  • United States

About This Software

Freshdesk is a helpdesk solution that offers everything you need to deliver exceptional customer service. Manage all your customer conversations in one place, no matter what the source - email, phone or social media, so you can offer support that is both personal and quick. Freshdesk is easy to use, so you can focus on what matters the most - supporting customers. With features such as best-in-class ticketing and smart automations, making customers happy has never been this easy.


Features Checklist

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Product Reviews

client software

Feb 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: very very easy to use, i tested their competitors. They are priced higher, but much easier to use than anyone else out there. Highly recommend using them for your client needs.

Excellent support software

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We need a reliable tool to support customers, and Freshdesk initially drew us in with their cheap (free) price, but they kept us with their excellent customer support (those folks are fast!) and great software. I wish there were more advanced features at the free tier, but I can't really complain -- it's free!

Does a fantastic job & no overlooked customers!

Jan 25, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We use Google Mail and it integrates perfectly with it, allowing us to sign in using our Business Gmail account. We're able to resolve issues, mark how urgent they are, assign tickets, bulk filter and assign & more. My only issue is getting an email from my own email account forwarded over to the help desk to create a ticket.

The interface itself is quite easy to use and navigate, but it's not as intuitive as some other help desks I've used in the past. There is no fluff to the interface, and looks very mechanical so some features aren't intuitive. But, if you have a question or an issue, customer support is FANTASTIC. They helped me integrate my BigCommerce customer & order information into the system, and constantly check in to see if everything has been resolved. Great company.

Great support system

Jan 29, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I can sincerely recommend Freshdesk. It's a superb, easy to use & feature rich service for our software support needs.

Feshdesk is an affordable product with an easy interface

Jan 24, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: I use freshdesk to support my customers in the copier leasing industry. I think for the price it's a great value specifically because of it's app. I think without the app it's average, but with alerts and a decent app it's above average. Their support could use work and there should be more on youtube to help customizing.
If you're looking for a scalable trouble ticket app, this is a good choice.

Recommendations to other buyers: There should be some sort of a template for specific industries. A template that makes customizing just a matter of editing. Starting an intake form or any other customizing is more work than I had time to learn.. Nowadays I hate to learn new systems.m

Does the job fairly well

Jan 12, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: This is not intuitive software by any stretch of the imagination. I would consider it very robust, however (and that is the normal tradeoff). It pretty much does what it needs to do and it converts all incoming email into tickets which were important to us.

Good, but lacking some features

Jan 08, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We use this as our customer-facing portal because it's very easy for customers to use, but it's certainly not as good as other products out there for user support. Integration with email is key, though, and they do that pretty well. We do still have a lot of issues with Spam, and it's not something our developers ever want to use.

Recommendations to other buyers: Great for the price, and does a decent job, but they don't seem to be focused a lot on developing improvements or new features.

A very reliable software best suited for Small Business/ Startups

Dec 24, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Freshdesk has been a very efficient tool for providing email support for our consumer customers. It's very easy to use and set up was easy.

Great ticketing/support tool

Dec 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: This tool allows you an instant notification if users are experiencing problems with your product/service. These can then be triaged for a fix before problems become major issues. A much more affordable solution.

Great option for small institution wanting a work order system

Dec 15, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: I have been testing this system for some time now and it appears to be an excellent choice for smaller institution wanting a work order management system. I am easily able to create work orders and follow-up on work that needs to be completed.

almost perfect

Dec 18, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We like freshdesk a lot because they copied a lot of features from Zendesk and solved some problems. there are still some stuff missing here and there and it can be hard to make your helpdesk look good but overall great.

Recommendations to other buyers: Better than Zendesk.

Reliable Software

Dec 10, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Our support department utilizes Freshdesk and it is a solid software for managing client needs. The ticketing functionality is fast and reliable. Just last month 99% of our customers had their questions, issues, and support needs addressed within 30 minutes of submitting a ticket. The software truly optimize customer support!

Good for startups

Dec 10, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Comments: Freshdesk has been a sufficiently capable tool for our needs of providing email support for our consumer customers. The user interface can be branded in a way that is uniform with our visuals.

IT Tracking made simple!

Dec 10, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: This tool makes it easy to submit service requests seamlessly and track the statuses of the requests in real time. We're able to send emails normally to IT, while all responses and updates are tracked on the backend.

Great Service

Dec 09, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Very easy to use and understand. Set up was easy and makes office emails easy to handle and the online chat is great as well

Great help desk for growing companies

Dec 04, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Easy to use but missing some features. Also, support is not as easy to get a hold of as they are not located in the US. Aside from that, it's a great "inbox" for a growing company allow you to have a ticket system and keep track of incoming requests / tickets.

Recommendations to other buyers: I think the UI could also be modernized a bit to make it more appealing.

Freshdesk Review

Nov 19, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: We use Freshdesk as a customer support tool at our company and overall enjoy it. It allows us to monitor our support queues and respond to chats easily.

Customer support made easy

Nov 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: we needed to provide a help desk fast and freshdesk ticked all the boxes. We tried live chat and that worked well however the mobile app unfortunately does not support live chat yet.

FreshDesk Has Everything Our Customer Support Team Needs!

Nov 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I'll admit. We had some trouble setting up our mail servers so that FreshDesk worked well with a custom domain name. But after we overcame that hurdle, FreshDesk has been an excellent solution for our small business' customer service needs!

An Awesome, Affordable Starting Place

Nov 06, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: I've been using Freshdesk on and off at various ventures over the past three years. I find that it is a great place to begin adding support for your services if you don't already have support, as it is easy to set up and offers all the minimums you need to get rolling at their free tier. I found that is was great for handling between 0 - 250 requests per day with a few agents, however it got clunkier as we tried to scale this approach toward 500-1000 requests/day. The main issues that we ran into were UI complexity and constantly having to jump around to get things done - whether that was referencing a customer's information in detail or jumping between conversations. It is also important to note that their embeddable support widgets are not the best looking, but their API makes up for it - I strongly recommend you write your own front-end components for this if you intend to operate at scale.

Overall, Freshdesk offers a great starting place of you don't have any support service in place and I think it will serve most small to medium companies perfectly.

Best customer service platform we have tried

Nov 06, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We have gone through 4 platforms for customer service, this is the best one we have found. Still doesn't have the holy grail which would be one simple widget

good functionalities

Oct 07, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: this tool could be easier to use, the layout is a but confusing specially when reading the messages, sometimes you don't know the most recent reply in the message leads. In other hand it has a lot of functionalities to control the daily work

excellent product, good support. However there have been issues / bugs

Mar 14, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Good for our teams, works well with chat and the products and different incoming email addresses work well.

The support is some of the best I've had and my own company.

A nice easy to use product to enable great customer service

Mar 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Pro's
Easy to get started/configure.
Flexible in many ways (SLA policies, ticket management rules etc.) and expanding in others.
Includes forums and solutions sections.

Con's
Not especially ITIL aligned or for large service desks.

The best choose you may have done according to market of support systems.

Mar 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: First I have to say is that as a customer of Freshdesk support system I can feel passion of Freshdesk representatives for their job and project in all the way. This fact gives me trust that although sometimes they are not able to fulfill fully our wishes, they do the best and I hardly get more somewhere else.

Although I as software developer understand some limits, technically Freshdesk is not ideal but I see this from perspective of man who almost twenty years deal with support systems so my sight tend to perfectionism.

I really support Freshdesk thoughts and according to done many tests with all main support systems over the world, I can say after all the Freshdesk is recently #1 support system of the market with support systems.

Good, however improvement on monitoring agents would be nice

Mar 11, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: - Friendly people
- Easy use for a company active within different countries

- Improvement required on monitoring agents

Freshdesk - Hattrick-PSK

Mar 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great product, great support from these guys. They are always there to help out, i am completely satisfied with everyone at Freshdesk! i would recommend it to everyone who needs helpdesk tools at their company!

Not Ready for the Big League

Feb 20, 2016
3/5
Overall
4 / 5
Ease of Use
1 / 5
Customer Support

Comments: Support has been poor. Their helpdesk agents never seem to understand the issue. Responses are rarely clear or helpful. If the system goes down, as it has done a few times, they stop answering the support line. They are far more likely to offer a work-around than a solution.

System updates are a surprise. There is no advance notice and you have to ask several times for release notes afterwards because they are not posted. I like that Freshdesk is trying to make advances and attempts to add something new each month, but I want to know what those changes are so that I can test the functionality and be aware of how something new can help my support teams.

Freshdesk offers an entire trouble ticket system for a smaller price than the competition, but you need to determine if the frustration is worth the cost. If you have a simple support structure, you should be OK. If you operate in multiple locations with support teams that support your clients separately but collaborate, then this may not be the system for you.

The ERP of support

Dec 28, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: It's the SAP of customer's support, you can do what you want, it's easy to use and customizable. The price is very affordable comparing to competition.

The Best, on so many levels!

Jun 06, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Coming fro desk.com, Nextiva and Ring Central. This is so much better than Zendesk too! The customer service, technical and sales support was one of, if not the best experience I've had while implementing and migrating tech platforms. Krupesh was very knowledgeable and supportive. Their all in one FreshFone is awesome and much less! We were spending over $1,000 a month and now are less than $300 and we have a better all in one system! Keep up the great work FreshDesk and give Krupesh a raise or I might just have to hire him :)

The Skinny on Freshdesk

Jul 15, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Freshdesk, for me, was a natural choice. Their incredible customer service has been involved with me personally since day one, and I love that they offer me a full plan for free as long as my team is under three people.

Look nowhere else. Freshdesk is professional, sleek and complete, yet easy and fun to use.

Feb 04, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: - Fun to use
- Easy to set up with your own support email and domain. Up and running in minutes.
- Sleek and modern interface, with extremely high attention to details, on all screens of the application.
- Single user can use for free, forever.
- Reasonable pricing for when you grow
- Sleek mobile optimized version of the site
- Many features and yet designed so they don't get in the way
- Highly and easily customizeable
- Integrates with many other services, from Google Analytics to Salesforce
- Encourages productivity using a tasteful implementation of gamification mechanics
- Built in forums and knowledge base sections, that are not designed as an afterthought but rather as full components of the system.
- Smart built in customer satisfaction component
- Excellent reports
- Excellent support (for the rare cases you need it).

Cons: As of this version, there is one minor issue that - to my understanding - is about to be resolved in the coming weeks.

The mobile-optimized version of the site only allows ticket view (to both the customer and the admin) and does not allow knowledge base or forum access.

In addition, mobile users must log in.

Overall: Freshdesk is an easy winner in the help desk software category.

It is obvious that the guys behind it are serious about making it a great product first, and making money from it later.

It is not complex and cumbersome as other products in the category, and on the other hand, it feels very mature and thought through.

It is also quite clear that the design and development team work great together, otherwise they couldn't have reached such an astounding level of user experience.

For the avoidance of doubt, I would say I am not affiliated with Freshdesk in any way - although I wish I was...

Highly recommended.

Great cost-effective way to manage customers

Dec 09, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: - High availability
- Great UI
- Cost effective
- Scalable

Cons: Waiting for them to release a CRM product! There really isn't a whole lot negative about it

Overall: Very very good. New product features are taken seriously and so is support.

Vendor Response

by Freshdesk on December 06, 2012

Thanks Shrini! Hope you'll find use for our integrations with Salesforce, Sugar CRM, Highrise and Capsule CRM. http://freshdesk.com/integrations/

Freshdesk just "gets" customer support

May 31, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: ability to use API to integrate into my site.
fast and ultra friendly modern website
stupid easy features (don't even need a manual)
suggest solutions (based on your Solutions)
canned responses
Simple effective forum
day pass feature lets you get help on busy days w/ out breaking the bank
inline ticket responses are very sleek and the pages almost never reload, heavily utilizes latest Ajax type technology
social integration is top notch (stop remembering to check Facebook and Twitter) and lets you converse with FB and Twitter users from within Freshdesk. amazing

Cons: can only think of small stuff: here's my wish list:

ability to add custom views for tickets
ability to selectively disable certain unneeded sections (like Forums, Solutions, etc)
customize Status field values

Just little stuff, nothing major. The team seems very active with community, so new good features often get added eventually.

Overall: I can't speak highly enough of this solution for managing support tickets. I've used Salesforce add-ons, OnTime from Axosoft, Zendesk and even wrote my own helpdesk ticket system. This beats them all. Wow, just wow. Keep it up guys.

Fantastic Tool, Incredible Support, Unbeatable Price

Apr 05, 2012
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: - feature rich
- rapid development of new features
- energetic start-up with the versatility that goes with it
- it works! No mess, no fuss
- superb support
- a pricing structure that is perfect for SME's

Cons: - one or two aspects of the interface take too many clicks to get to

Overall: Their name says it all - a breath of fresh air when it comes to support systems. A bright, energetic company that is providing a tool at a price which is perfect for SME's. Their innovative approach and rapid development means that new features seem to be appearing every day and the best thing of all is that they actually listen and respond to featured requests. It's like having our own personal development team providing an enterprise level ticketing system at a fraction of the price of other systems currently on the market.