Who Uses This Software?

Small and medium sized businesses who want to get a customer satisfaction feedback system up and running in a few minutes, without the hassles of training/hardware provisioning/costly maintenance.


Average Ratings

209 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
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Freshworks Inc
  • www.freshdesk.com
  • Founded 2010
  • United States

About Freshdesk

Freshdesk's live-chat solution helps you engage with users on your website proactively, and chat with them real-time so you can offer help even before they reach out to you. You can convert these chats into tickets, and transfer them to other agents in your team to better help those customers. Back in Freshdesk, you can look at correspondence from customers on other channels like email, phone and social media, along with your chat tickets. Sign up today - Freshdesk is free for 3 agents forever!


Freshdesk Features

  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

Freshdesk Reviews

Excellent platform for managing CS

Sep 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The best feature of FreshDesk is the overall ease of use. On-boarding new CS rep's is a breeze since the software is simple to configure and use.

Cons: My only complaint would be that the one time I called in for an issue, the hold time was roughly 7 minutes

Overall: The ticketing system workflow is pretty clear and efficient.

Very efficient support software. Makes it so easy to manage all queries.

Sep 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Having the ability to check and create tickets at ease means that all clients can do so, without any confusion. Being able to customize the fields that are usable by visitors means that we can be really specific in the queries and it helps to know which queries are high priority and which are of a lower priority. It makes the customer support 10x easier.

Excellent support desk

Sep 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs.

Cons: The platform pricing is a bit restrictive, it's completely free for unlimited agents yet if you want to upgrade it becomes vastly more expensive.

Overall: It streamlined our customer support management, aided in automation of support tickets and helps develop future plans for minimising issues.

Solid alternative to ZenDesk

Aug 28, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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Pros: Easy to setup and use. Good value for the price. Many of the same features as ZenDesk. Lots of pricing options to fit different needs.

Cons: Included chat has many limitations, some features/functions are harder to configure, phone connection is costly.

Simple ticketing system with nice integrations. Could improve UX but excellent customer service.

Aug 16, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

Cons: The navigation is a bit odd at times. While it is simple, some functions such as adding new contacts or companies from tickets should be easier. Also, would be best if it would be possible to remove the "check ticket" button from the included knowledge base if we don't give customers access to tickets. Creates a number of questions otherwise.

Overall: Up and running in no time. We're happy we made the move from Zoho Desk to FreshDesk.

Nice configurable product

Aug 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: I mostly used its free version but even in free version freshdesk provide amazing customization and features. Even it has resources section which can act as a FAQ or general help.

Cons: I am looking towards more of a customization where the URL for the resources will not be publicly available but only available to signed in users (my website users not freshdesk users). Freshdesk provides some open-standard customization where this feature can be made available.

Overall: We used it for
1. Customer ticket logging
2. Help content distribution

Researching a new Help Desk

Aug 08, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Loved the overall look and feel of Fresh Desk. It was also cheaper than a lot of other Help Desks. They had a lot of really cool features.

Cons: Almost too many features? It was a bit confusing to navigate sometimes, wasn't sure how to hook up employee directory to Fresh Desk.

Overall: I gave a presentation on this software to my co-workers.

Super useful, efficient, and functional!

Jul 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: This software was relatively easy to set up, has many features, and has multiple different pricing options to get the exact functionality you need.

Cons: While there are loads of extra functions, sometimes it may require a higher price point to get a specific function you need without needing all of the other things that come with it. The ability to purchase certain specific features would be nice.

Overall: This software has given our company greater visibility over our customer requests and helps us to prioritize and complete tasks in an efficient manner.

It's kind of a pain

Jul 12, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Freshdesk has an integrated customer portal and help docs. The UI is pretty modern and friendly but there can be lots of clicks to get what you want.

Cons: The integration with zoho crm is not good.
Lots of clicking all around.
The customer satisfaction rating system isn't the best so we don't use it.

Overall: We are able to respond to our customers quickly it's easy for managers to ensure that no one was left without a reply.

Easy to use software with great customer service

Jun 27, 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: 8.0/10 Not
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Pros: The interface is quite flexible and easy to use. Tickets appear in a readable format with great preview features. Sharing information amongst agents and writing internal notes makes communication seamless. The mobile app is the perfect way to manage tickets on the go and keep everyone on the team in the loop.

Cons: There are so many features that sometimes it's a bit technical to understand how to do something, but their customer service quickly helps us to come up with a solution!

Overall: Streamlined processes in our customer service department. Ease of communication between agents, vendors and clients. Great mobile app!

Easy configuration, Quick installation

Jun 10, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy to configuration and very quick into production. Even a free version has a lot of features. The product has many advanced configurations but the basic system doesn't require a user to go in details. Thank you Freshdesk team.

Cons: Has some bug. Already reported too. If JavaScript disabled on a website system doesn't work properly.

Overall: We get direct feedback from the customer and our 3 agents provide timely repose to customers.

Awesome CRM tool for small and large companies alike

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the watch feature that allows you to see if another analyst is responding to a ticket. This really help reduce duplicate responses and cuts down on conflicting info being shared. I also enjoy how easy it is to search for tickets using tags, ctegories and names

Cons: Sometimes merging tickets caused threads to be hidden or overlooked. This was mostly problematic when attachments were searched but resided on different ticket numbers though.

Overall: More visual way of articulating customer requests and gauging needs

Easy to use and takes care of our needs

Jun 07, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: This software is very easy to use. When we rolled it out to our company I didn't need any training to begin using it immediately. The UI is easy to navigate and determine what you need to do to get your ticket submitted.

The system was super easy to submit a ticket through and track tickets I have submitted in the future to get a status. It is also very easy to close out a ticket or to add another individual to a ticket so they can view / comment on the ticket as well.

Cons: I can't think of anything major right now. I believe the software is configurable on the back end to add or remove any questions you need, which is nice. I am only a user but it is super easy for me to use.

Very simple to use Help Desk Ticketing System

Jun 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: Quick setup time and configuration. Right out of the box, does the majority of what people need in a system.

Cons: Can misinterpret general email (spam) as actual tickets. Requires some training on rule creation around handling those exceptions

Overall: Organization of types of problems end users face, training gaps and what time of skills required to manage and resolve these issues. Shared Knowledge base for other techs so they don't re-invent the wheel when it comes to solutions

Solid alternative to other costlier support platforms

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Initially, we evaluated Freshdesk and Zendesk. We had heard a lot about ZenDesk, but as a startup, we didn't like the cost impact of using that platform. Freshdesk had all of the features we were looking for (Phone support, email ticketing, customer forums & knowledge base, groups & user management) but the system was significantly more cost effective.

After implementing the system I have heard nothing but good feedback from our support team.

Cons: We're having some issues with the knowledge base UI. We selected and customized a design template from the provided library, however, the content display width is too narrow. I think it would make more sense to provide more flexibility around how CSS templates are configured in the UI.

it is easy to use but expensive

May 18, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
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Pros: Like the live chat and how the email system works and how the customer can rate their experience and never muss a questions from the customer

Cons: The monthly payment and how only one user can use the program for the monthly payment. Also customers get confused that it says account was created they think they created another account with our program.

Help Desk software very easy to work

Apr 20, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It works for small or big companies.
The price depends on the number of users or agents.
Works together with all the Google Apps.
Customer can send tickets via social media, like through Facebook or Twitter.

Cons: So far I think that the reports and metrics can be better or improved. This app handles a lot of information that can give to the IT Managers to make important decisions in the company, but right now this software needs an improvement in this matter.

Overall: It is very easy to deliver a good customer service with this software. Very easy to use, the customer can communicate very easy with you through different channels. Some users prefer to chat, some others prefer to call you, so depending on the customers likes, you can handle all this kinds of channel support with Freshdesk.

Recommendations to other buyers: The Service Level Agreements are easy to handle in this software, but sometimes, when you work in a big company and you have different kind of products or different lines of services, the SLA's are not easy to customize for different kind of products. This would be a nice matter to improve.

Customer support on steroids

Apr 18, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: Freshdesk is one the best customer support tool I've used so far. It is fully customizable and provides a nice API.

Great product with innovative features

Apr 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This is a great product with innovative features. Pretty much covers all customer touch points. It has some great innovative features too. Support is great. Most of all it's available at a very reasonable cost.

Simple FAQ / ticketing system

Apr 15, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Simple to use and set up

Cons: No desktop app available that I can find, web or phone app only though web works fine sometimes offline access is nice

Overall: Freshdesk is simple to use and set up with functionality available to have freecall numbers set up to call direct to agents and log the calls as tickets along with many more plugins. Multiple pricing tiers depending on your needs, the base free plan is great for small businesses needing to support their software with up to 3 agents, tracking g of agents assigned tickets and simple contact sync with Google accounts if needed.

Great support tool with a lot of integration

Apr 14, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Great Support. Great functionnalities

Cons: Reporting could be better

Overall: We have used Freshdesk after trying Zendesk. Great tool with awesome support. The support center can be customized based on our business needs. Reporting could be better but is good enough to give overall metrics.

MSP HELPDESK USER

Apr 06, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: WE USE FRESHDESK FOR OUR TICKETING SYSTEM AND IT WORKS PRETTY WELL. THERE ARE A FEW FEATURES WE COULD USE THAT AREN'T AVAILABLE. OVERALL WE ARE PRETTY HAPPY

The best project management software

Feb 27, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: customer service
very easy
perfect design
cheap
excellent features

Cons: some minor mistakes

Overall: Freshdesk makes your work easier, it allows you manage your project with the wide range of features and functions. It is cloud-based and price of Freshdesk is very reasonable. If you are looking for project tracking system you are in the right place, because there are no better program than it in market. Design is excellent and it was known its simpicity. I can definitely say it worth to try.

The Best company

Feb 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: My experience, Overall it's Good, , customer support , easy to handle , feature all are good .

Good quality also, My best wishes

Freshdesk makes support easier and at a very attractive price

Feb 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We definitively like a couple of things about Freshdesk. Even with the Free edition you have access to plenty of features. The portal can be customized: you can specify the colors of the colors theme, choose a font and also add your organization logo. You then can offer a branded helpdesk platform to your customers. All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). The solution can be online in only a couple of minutes.

We had to contact the Freshdesk support only once, and honestly we were really impressed by the way they handled our support request because we only have the free edition. The ticket was solved and closed in only a couple of hours. Great support service!

Cons: As we used the Free edition, we don't see any cons.

Overall: Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features. We have a partner who uses Freshdesk. We asked them for their feedback. They told us that they were happy with the solution and it matched their requirements, even with the Free edition. In 2015, we were looking for a helpdesk platform, because our internal solution was outdated and our budget was tight. We look at the solutions available on the market. After a very quick try we were convinced about Freshdesk: it was adopted! The Free edition (Sprout) offered us everything we needed and it was so user friendly!

Freshdesk helps us to save time and money as it automates the support ticket management process: customized support rules, automatic email notification, tickets queue management That's perfect for us and for our customers who use it for submitting support ticket.

FreshDesk can help automate your client support

Feb 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Affordable, tons of features, integrates with everything

Cons: Sometimes a bit confusing to setup and configure

Overall: We have been using FreshDesk for a few years and their platform is fantastic. They are constantly adding new features and we have been very happy with our ability to integrate it into our existing workflows. The IVR system is top notch as well as the website integration. Highly recommend them.

client software

Feb 14, 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: 10.0/10 Not
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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

Feb 01, 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 26, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy to use, gets the job done, and very helpful customer service.

Cons: Not intuitive. User interface can use a redesign to help make looking for things easier/faster.

Overall: 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 26, 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 25, 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: 6.0/10 Not
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Pros: Their app is a great tool for managers.

Cons: The ticket and admin section needs a UX/UI overhaul. it's not modern and is difficult to understand how to customize tickets and features.

Overall: 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 09, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Robust

Cons: Not intuitive

Overall: 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 05, 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: 6.0/10 Not
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Pros: Simple for customers to use. Email integration so customers don't have to change their workflow.

Cons: Spam emails come through all the time and there's no reliable way to block them. Also when two Freshdesk systems are talking to each other it can be hell, each of the replies ends up creating a new ticket in each system. There's also very limited formatting support and occasionally we get "auto-responder wars" where Freshdesk and someone's auto-reply go back and forth creating hundreds of tickets.

Overall: 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 21, 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 15, 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: 10.0/10 Not
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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 12, 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: 7.0/10 Not
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Pros: Works well for a smaller institution.

Cons: Some learning curve.

Overall: 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 08, 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: 9.0/10 Not
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Pros: Great price for many features.

Cons: sill missing a couple things.

Overall: 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 07, 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 07, 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 06, 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: 8.0/10 Not
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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 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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Pros: Very easy to navigate and understand the functions

Overall: 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 01, 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: 7.0/10 Not
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Pros: Very easy to use. Love the various status available. Lots of neat features like merging tickets, adding watchers to a ticket, making notes on a ticket, etc. Strips styling and sometimes even links in the emails themselves.

Cons: Some features like canned responses are only available on a reply but never as outgoing emails. the reporting could be much better.

Overall: 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 16, 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 11, 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 08, 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 03, 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: 8.0/10 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 03, 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: 9.0/10 Not
Likely
Extremely
Likely

Pros: Has both chat and KB

Cons: Chat and KB are not integrated

Overall: 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 04, 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: 6.0/10 Not
Likely
Extremely
Likely

Pros: to be able to have all the messages in one panel and accesible to all agents

Cons: a bit confusing to read those messages, we would need to see the messages by the most recent to be older

Overall: 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 11, 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 11, 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 09, 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 08, 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 08, 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 17, 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 25, 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 03, 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 12, 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 01, 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 06, 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 Freshworks Inc 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 28, 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 02, 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.