Who Uses This Software?

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


Average Ratings

474 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 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

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

About Freshdesk

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.


Freshdesk Features

  • 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

Freshdesk Reviews Recently Reviewed!


Capterra-loader

Great helpdesk software

Jun 13, 2018
5/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Freshdesk is an excellent software for any type of business; large, small, medium. Anything you need to organized your business is in Frshdesk.

Cons: I find freshdesk a little hard to use. It takes me time to learn how to use it. Maybe the technical support could improve this subject, and it would be amazing having more tutorials or internet support.

Overall: I really benefited from freshdesk with everything related to communication with customers.

It does it's job, but there is a lot of maintenance required to keep it running

Jun 13, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: It's a great way to integrate phone and email services together for Customer Service. Especially for the price.

It keeps everything organized for customer service so they don't have to keep multiple windows open. They can use the phone, while on a chat, while reviewing an email. It's great in that regard when it does work

Cons: It's a very buggy platform. A lot of times, the phone feature will stop working all together, causing us to have to shut down for a few hours while we try to get it back up and running. The customer service is also not the best. Though, you can tell that they are equally as frustrated as the same issues are appearing but have not yet been addressed by the FreshDesk team.

Overall: We get a fairly inexpensive platform that allows us to handle basic customer service needs. It also brings us some much needed organization to emails that we could not find anywhere else.

Excellent choice for helpdesk software

Jun 13, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Freshdesk uses a very simple and easy to understand interface despite the fact that it ties together conversations from a number of different sources including social media as well as email, phone, and web chat. I like that it supports multiple time zones and languages. I think it can fit most industries right out of the box. If not, there are dozens of ways to customize it. Pricing is reasonable for the lower levels and they do offer a limited free version.

Cons: Set up can be difficult and there doesn't appear to be very many tools to help you out. Their premium level seems over priced. I'm not a fan of the "game mechanics" that try to make support more fun but I give them an A for effort. I would like to see stronger integration with Salesforce.

Overall: One of the best helpdesk software options on the market. They do a good job of trying to be customer focused.

Solid customer service ticketing software

Jun 13, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to use and customization is easy by users vs having to go through their PS team. Slack integration is nice feature.

Cons: Interface isn't great and sometimes takes more clicks to get where you want to go then it seems like it should

Capterra-loader

Excellent platform to be connected with customers through different social channels such as twitter

Jun 12, 2018
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
Likely
Extremely
Likely

Pros: it improves the integration with the client, to be able to give quick and precise answers, it is easy to create and edit, it works perfectly for small, medium and big companies as it is the case where I work, through the tickets one can be assigned to each Responsible person, one or more people can answer the ticket, private notes can be made internally with several people on the work team, you can format your answers, check the status of the ticket easily, the best thing is that each analyst has his Inbox where you see all your assigned tickets, you can categorize each of the tickets, Each ticket that comes to your helpdesk can be prioritized, categorized and assigned automatically

Cons: Seldom the software is a bit slow, I can only add that because the platform is really good and easy to use, I have not had any problems with it

Overall: This support platform is great for any company that needs to be in fast and efficient contact with their clients, they can be in communication through different ways, including by phone with their call center, have an active chat where they can ask questions and participate with them proactively, so that the work becomes more entertaining and exciting this application has something very special that is the mechanics of games so that your team earn points such as medals and trophies, is a safe and reliable service, You can integrate surveys to measure the attention and speed of the answers of your work team

Very productive to manage Support Cases

Jun 12, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Ease of Use -> I can configure Freshdesk with little help from customer service. Furthermore, I didn't need to explain everything to my colleagues, how to use Freshdesk. It is self-understanding.

Cons: I dont know what i don't like. Until now, I am happy to use Freshdesk and if I am struggling with something, customer service always responds very fast.

Capterra-loader

Freshdesk: Great concepts and customer service, but lacking in depth

Jun 11, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: It allows me to call people using a service line. It records both incoming and outgoing calls and allows me to take notes on them and tag them and assign them to different teams. Emailing between teams is easy and the notification system allows you to easily share tickets, conversations, etc with other teams members. There customer service response chat box is top notch with quick responses and helpful tips.

Cons: I wish it transcribed part of the conversation for you. Merging tickets can be cumbersome. the metrics needed to measure certain data points can be difficult to achieve with the base options for how to organize tickets. Features often seems buried within a multitude of steps and can be complex.

Overall: Allows me to organize customer service calls by adding notes to calls to keep track of customer service inquiries. It is easy to share things with teammates around tickets.

Great ticketing system for smaller organizations

Jun 11, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I liked that it was very quick and easy to setup. Easy to figure out and implement. Great for companies that don't need HIPAA compliant software.

Cons: The only reason my company didn't continue using this software was because it lacked the necessary HIPAA compliance we needed.

Overall: While it didn't have the HIPAA compliance my company needed, I would still recommend it. It's a very easy software to implement and use.

Capterra-loader

Really good customer support platform

Jun 11, 2018
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
Likely
Extremely
Likely

Pros: very easy to setup and customize: apart from adding configurations to cpanel setting up is a breeze

Has lots of features for a decent price

Allows unlimited operators

Cons: Interface not the best. They're working on and testing a new one but I don't like it either. Its not very bad just can be easier to user without clicking so much to find everything

Overall: really for any business getting started. The apps are convenient too and allowed my to use my time more effectively

Helpful and Well Designed

Jun 11, 2018
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
Likely
Extremely
Likely

Pros: I like the look of Freshdesk. It keeps all tickets organized and easy to find. The reports that are able to be generated come in handy in our meetings.

Cons: I wish it was able to be AD integrated. We had to enter in each employee's info so it can automatically be tracked. We only had to do it once, but it would have been much simpler with Active Directory able to be synced.

Easy to use, can get on and manage ticket flow well on a daily basis.

Jun 11, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It provides a nice interface/clear design. Its easy to use (now have it set up for our needs). It integrates well company assets and like the agent install that they provide.
Has great up time/speed, never have any issues with it being out of use. The liaison have had with the tech team provides confidence they know their product.

Cons: Do find it a little over complicated in places. To fully appreciate, probably more geared towards a larger organisation/big on the ITIL. Did have to ask quite a few questions via their helpdesk to set up and get it working to a way that suited our needs.

Capterra-loader

Excellent for the control and monitoring of technical support cases for my clients

Jun 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: That the clients open the requirement independently, and immediately all my group of technicians are aware of the requirement in a professional manner

Cons: Is a software that must be used in its own web domain, it is quite complete for what is required of it so there are few cons with regard to functionality, however I see that it has a basic design and few options of personification of the environment what the end customer will see. And
in the part of integration with social networks are missing facebook and instagram

Overall: If you run a small technical support company or consulting to customers this software will help you keep track of the cases, and will make those customers feel that although they were not answered by telephone when leaving your requirement on the portal, they will be taken care of.

Capterra-loader

Keeps Everything Together

Jun 09, 2018
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
Likely
Extremely
Likely

Pros: Keeping track of customer interactions / tickets and Slack integration. Whenever there are issues in terms of he said she said, we can quickly find the answer.

Cons: Mobile app isn't very comprehensive and I need to get to a desktop if I want to run reports.

Overall: Accountability between different employees and customers in a centralized location

Overall ok software

Jun 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Its easy to collaborate and customize to your needs and the interface is user friendly and intuitive for a beginner.

Cons: If you are needing all the bells and whistles, this product may be a bit pricey for the average person

Solving all our customer service headaches!

Jun 07, 2018
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
Likely
Extremely
Likely

Pros: I looked at Freshdesk and a competitor and what I like most about FD was the ease of use and intuitive design.

Cons: So far I haven't encountered any cons! We were having such a tough time keeping up with our growing business communications that this has been a godsend.

Overall: It helps us keep track of all emails and requests, issues, vendor contacts, and more. Such a time saver!

Capterra-loader

Most effective customer service ticketing system

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: - It's hard to find a ticketing software as well featured as this.
- It has an amazing UI. It's so easy to use.
- Keeps all your tickets organized.

Cons: Small bugs, but no doubt they will be fixed.
It can also get a little bit pricey.
Other than that, I don't really have anything negative to say about the software.

Overall: I was able to give an aesthetically pleasant view to my tickets as well as resolve them much faster.

Best software to use it as helpdesk and even you can try for 3 months free trial which includes all the features

Jun 06, 2018
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
Likely
Extremely
Likely

Pros: Easy to use and anyone can learn without any prior knowledge and it also can be used through email which allows us to interact with customers.

Cons: Little expensive when compared to other tools and that to when you wanted to use reporting module you should require premium package. Though you can test it before you purchase.

Capterra-loader

A very organised system that allows my colleagues and I to review customer support needs.

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I love how Freshdesk keeps all our tickets neatly displayed on the dashboard. That way we can identify which issues are urgent and also under which category. If we so choose we can also review reports and statuses of various sections of our product.

Cons: The navigation can be a little cumbersome at times, needing to click through multiple pages to get to the information I require.

Overall: With Freshdesk we are able to keep our customer support on-going with ease. Being able to view reports and having integrations with other tools such as Slack keeps issues easy to track and update.

Best Experience in support ticket system

Jun 05, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: 1- Great UI interface. 2- Simple navigation. 3- Offers many customizations and integrations. 4 The relationship management between tickets.

Cons: Freshdesk is ease in use and there is nothing that I would not like about this service. I'll recommend it to everyone who are in need of helpdesk/support type of solutions!

Overall: support time

Great software for a larger company.

Jun 04, 2018
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
Likely
Extremely
Likely

Pros: I like that this app definitely maximizes my day to day efficiency buy having canned responses for common questions from customers.

Cons: It is a bit pricey. I have done some research and although this program is packed with value, it is a bit out of my price range.

Freshdesk is the go to product for client service management at a very competitive pricing

Jun 04, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The basic plan offers an integrated process aligned with the ITIL framework, which makes it a great tool for managing your service management and customer support process. I like the fact that with any knowledge of ITSM (IT Service Management) the tool help team/users implement its best practice without any study time of the ITIL V3 methodology

Cons: so far I don't have a lot to add for now, however I believe that free plan can offer a free chat messaging (website widget)

Overall: Freshdesk offers a virtual customer service management support team. Affordable pricing plans with scalable solution options.

I suggest it to clients all the time and use it myself

Jun 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Its very collaborative and easy to use. Their support is very quick to respond to tickets if any questions or concerns to arise. Very impressed for the price.

Cons: I recommend this to many clients that sell software. Never recommended it for a company that sells physical products. Does a good job for what it is intended to do.

Capterra-loader

Best small business helpdesk software

May 31, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: You'd be hard pressed to find a helpdesk software suite more full featured than this. Infinitely customizable and easy to use. Enables you to make even the smallest startup look very professional to your customers.

Cons: The prices can be a little bit high, if you need any of the features beyond the basic stuff. It can sometimes take a little while to get a response from customer support.

Ticketing,Collaboration,automation are lovely features of this software

May 31, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: This software is used by almost 150000 customers all over world.It has delivered solution in two categorize one is for enterprise and other is for SMB's. My experience with software is very good , i received daily approximate 200 emails of my customers.Sometime email reply was missed by customer care staff than customers dissatisfied and frustrated with gap. Now with this software our every email is converted in to ticket and proper reply to the customers.We are happy to use this software.We can track easily biggest issue of any customer and resolve asap.

Cons: There are some bugs in to software which should be fixed.Customer support should be improved like other helpdesk software.Hope you will do better.Thanks

It's easier to use than Zendesk and many other customer support platforms.

May 30, 2018
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
Likely
Extremely
Likely

Pros: The user experience is great, really easy to navigate through and set up canned responses. I also liked the rule and tagged feature because you could easily classify tickets to determine any reoccurring issues that our customers were having.

Cons: That it does not easily integrate with other platforms such as Slack. I also did not like that you couldn't initiate emails only respond to customers who had already submitted tickets. This has been fixed so it's a great improvement.

Overall: Easily track any reoccurring issues so that we could solve problems quicker.

Very good alternative to ZenDesk!

May 30, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Pros: This software is a very good alternative to ZenDesk, because you get all the features of ZenDesk to a cheaper price in a more fancy overview. If you need an "allrounder-tool" you're well served with it.

Cons: Well, there is a free solution, but this solution can't do as much as the other ones. If you have a very big company and you want to use all the available channels, you have to pay per agent per month. I think that is very expensive, but this is only my opinion.

Keeps track of everything!

May 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It's so easy to use. This software makes organizing daily tasks so much easier than without. Assigning tickets is a breeze and everything is customizable.

Cons: It's very basic and could use more options, and there can be a bit of a learning curve, but closing a opening tickets is all we used it for, so there's not much to say negatively.

Great FAQ management tool

May 29, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: While there are tons of other features, we just use the tool for our FAQ management, and it works really great.

Cons: If you're in the free tier, you need to log in at least once a month to keep the account activated.
There are probably other players in the market that have more bells and whistles.

I like it because it has integration with several applications like Zaipier and Google Apps among ot

May 28, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: One of the most important things is that it has made it possible to measure the disengagement of my employees within the university field.

Cons: I think the reports can be improved, and they can incorporate some part for the management of social networks that I did not really see.

Overall: The control of the tickets very good!!!

Easily Manage Tasks Generated by Email

May 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: - Seamless email integration, easily to create and update tickets via platform or email - Easily to collaborate on and assign tickets - Easy to use mobile application

Cons: - Clients need to register an account before being able to file a ticket - A good deal of setup is needed by an admin team

Works well, easy to use, could use more features

May 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It works, it notifies people, I'm updated when my tickets are updated, and it's easy to use. Could use better features like dragging a file instead of having to find it.

Cons: My tickets can sometimes sit there for weeks. I can't tell if the other person is being reminded that the ticket is open, or what's going on with it. Instead of having to reply to it, I wish I could click a button to remind them. Flag it somehow. It doesn't seem like this software is improving or adding features in any way.

Overall: I can open internal tickets and get them solved.

Best customer support software I've ever used

May 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It is extremely easy to use, and is very easy to set up and get running as well. Have had an amazing experience with it

Cons: Not cons, but I guess they have to streamline the task for repetitive tasks and probably put in some AI to further save time for simple tasks

Been using Freshworks for a little while now and I am impressed.

May 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Pros: It is affordable (FREE) on the lowest plan yet doesn't skimp on the features available on the free plan. I also like that fact if you ever want to integrate social or a phone support channel you can on the higher plans if your company grows to need that. We are a smaller company so the free plan works well for us and has everything we need and more.

Cons: I haven't found much that I can complain about yet. I do with the higher tier plans weren't based on a per agent per month fee but rather a flat per month fee with unlimited agents. But thats just being picky.

Fantastic product; recent glitches

May 24, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Love love love everything about this software except for the recent crashes and slowdowns we¿ve been experiencing.

Cons: As mentioned above, our team recently stumbled across some issues in terms of freezing, crashes and general slowness.

Our only solution for help desk related work. They work, especially well for SMBs.

May 23, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: This software has everything you need to operate small to medium sized help desk system. It's light and has essential feature to communicate with your customers.

Cons: It's limited in some of the advanced software once you become bit bigger and need more of automated and customized features to respond to customers.

Even though we are using the free version for managing our rentals, we find that it is very useful.

May 23, 2018
5/5
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
Likely
Extremely
Likely

Pros: It has full functionality other than only have one agent but that does matter since there is only me. I can track requests from the tenants and also I assign jobs to contractors from the software which keeps track of all the open task and reminds me if I something has dropped off the radar. Previously I forgot about it if I lost the email but I would never forget something unless it is resolved!

Cons: I use it a lot and I have not encountered many issues which I have problems with. One issue is syncing it with our existing domain, but that is a small issue which is more easily handled by subdomain redirects.

manages support tickets from one inbox. A decent cloud based support ticket system.

May 23, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Freshdesk is a valuable business resource that can be purchased. Very easy to use. Tickets come into a well-organized location.

Cons: A bit difficult to set up at first. the customer support could be better. a lot of features that arent being used.

A new user that has been pleasantly surprised

May 23, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: We have been using Freshdesk for about a month now and it has certainly exceeded our expectations. We've moved from our own on-prem platform to this hosted one. This makes management so much easier and is accessible from anywhere as long as you've got an internet connection. There's also an Android/iOS app available for free that easily hooks into the platform. We like the fresh, simple look and flows like a helpdesk ticketing system should. The cost is reasonable and fair for what you get. The priced levels seem appropriate and not just a way to get you to pay more for features you will not use.

Cons: There is an area where you can set up your own custom ticket fields for staff and customers. The setup of the multi-level fields was a little challenging but doable after working with the menu a bit. Some of the canned fields also can't be disabled. Some of these we wouldn't use and would not want to present it to whomever is filling out ticket.

Overall: Easy migration to a new ticketing system. A fresh updated and easily accessible interface without VPN or any other type remote connectivity software.

Great tool for knowledge management and employee issues

May 22, 2018
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
Likely
Extremely
Likely

Pros: Easy to use and administer both the ticket system and the articles feature. We are also rolling out the user forums and enjoy that so far.

Cons: It took a while to get implemented fully, but have been overall very satisfied. Some of the more advanced features seem to be pricey for our organization.

Was not as user friendly as other systems.

May 22, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Some users will prefer this system and can get their work done in it easily. We switched from Basecamp to this. I found developers enjoyed using this most.

Cons: It is pretty complex so training is necessary. Lots of operations, menus, and tagging to understand.

Easy accessible & professional appearence

May 22, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: FreshDesk is such a brilliant tool. It is easy to use, easy to access and is aesthetically appealing. I love how you can personalise it for your company & how we can work with different partners/customers at ease. Our customers can easily access files on how to operate & also our staff can reach whatever they want at the click of a button. Its email automation tool is also easy to follow and understand- making working life 100% easier.

Cons: There aren't many things not to like.

There are some tools we may benefit from that freshdesk don't supply but overall ease of use is phenomenal. I guess i had issues with the logging on process first but that was an easy issue thats easily fixed.

Overall: Easy accessible files, simple way of communicating, Issues can be known easily, vibrant, great tool to use

Impressively facilitates customer service through social networks, email, among others

May 21, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: this software gives me the ease of saving a lot of time and money; the way it facilitates me and allows me to communicate with my clients instantly by any means of communication and the best of all facilitates a diversity of languages which makes it extremely fantastic, useful and practical

Cons: It would be absurd for me to have criticism of this software because in the experience I have had with it, it has been great; and at the time of a problem the self-service portal has helped me a lot

Stop forwarding emails now

May 21, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I love the interaction with our team members. It's so easy to 'assign' emails to the correct department and the correct person within that department. Forget about hitting the forward button again, and having your team mates emails clog up with FWD: subject lines. You are also able to privately leave notes for your colleagues that the client doesn't see, but remains with the email chain! Happy days indeed. The customer service is great - even with the free version! - and you'll hear back very quickly about your queries or concerns. Nothing is too big or too small for them to respond to.
Also, you can set-up response times, and review how the team is going reaching the company's response time. This is a great function to see how your team responds to clientele and also to see the average resolution time of tasks. You're also able to change timezones so that this reflects more accurately.
Love, love, love the autoforward function, ie. if this email address @123abc.com sends an email it automatically gets assigned to this person in the team and this group. This isn't 100% accurate, but it's helped save time overall with minimal unassigned tasks coming through.

Cons: By setting up groups and team members of those groups, unfortunately if you assign it to the person & the group they'll get 2 email separate email reminders for the same email. We get around this by simply assigning it to the person in the group responsible, and they themselves apply it to the client group.
Another thing that is a little annoying, is if you apply it to a group - it leaves the email in 'unassigned' on the dashboard. Only if you apply it to a person will it remove it from this section. Again we just ensure we assign it to an individual.

Overall: Time saving functionality on many levels. Less emails in your inbox, and less hitting the forward button. Best part, if you're using Zendesk, you can import your emails from there when you get started. The functions in the free version are fantastic. Help desk, HELPS, but responding quickly. All private messages on a ticket or message are kept together with the email chain and kept private (unless you want the client to see the message). Recommend this product

I am a user of Freshdesk

May 21, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the ability to identify and assign our support tickets in to specific departments
being able to access the ticket within the email is useful

Cons: I don't really have anything negative to say about the software. My dally activities are easy and fluid using the software. I do wish I could set up reminders of overdue tickets.

A better customer support tool

May 20, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Freshdesk helps with customer support management. it helps with storing the data related to maintenance needed. Helps with resolving customer queries.

Cons: Provides good looking and easy to use forms to manage data. Custom reporting can be done easily using available options.

Always offer an instant customer support

May 19, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Effective Ticket Management resulting good customer experience.

Pros: Assigning tickets was never been this easy, one can label the tickets and forward it to the right person. - Whenever there is high traffic, over emails, calls or social sites, Freshdesk has an option to assign Agents (team members) to provide support, it helps to reply the customers on the right time, and not to miss out. - The Android/iOS is also a gem, when we are on the move also, we can always support our customers, bringing good experience to them.

Cons: Though Moile application is a great tool, it still needs some updates, also for a startup - or mid-scale company, it seems like on a higher price side, but overall it can be a good option.

Capterra-loader

Awesome ticketing software

May 18, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Great centralized management of tickets/requests. Fun features built in for both managers and technicians (scoreboard and point system). Built-in surveys make it easy to gather feedback from clients and users.

Cons: The newest update resulted in some frustrating changes to the interface and editing responses within the system.

We use FreshDesk for all our IT and ticket tracking needs.

May 18, 2018
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
Likely
Extremely
Likely

Pros: It's a simple, clean, and organized way to track IT tickets and the status of their desired resolutions.

Cons: With any helpdesk software, an overwhelming amount of tickets means an overwhelming experience. Not sure there's much from a product standpoint that can be done there.

End user facing SaaS custome support - easy to use

May 18, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Very easy to learn with quick learning curve. Enough features in the basic package to provide a decent customer support online service.

Cons: Very basic feature set in essence. Need to fork up cash to get the more full feature set and even then its lacking in the knowledge base.

Very easy to use, great communication tool

May 17, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The layout, set up is easy to navigate. Organizing responses is also not hard to manage and keep track of!

Cons: Wish there were more options and integrations for customers and with Magento which is the platform I use.

Capterra-loader

Its a great tool for ticket maintenance. And it's FREE!

May 16, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The Free version is great and it has almost everything we need to run our support tickets and streamline the team.

Cons: There is a learning curve to start with. I suggest to let you and your team start using it on our own first before you launch it to your customers.

We use freshdesk to track and respond to inbound emails from clients.

May 16, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the ease with which you can assign and communicate with team members. It's very important that we do not let any important incoming emails slip through the cracks and being able to easily assign a responder makes that a much easier task.

Cons: We have a huge volume of emails including some that are less important and it can be difficult to sift through the masses to stay on top of the most important ones. Granted there is search and rules functionality but I think it could be improved to make our lives easier.

Fresh desk was a great tool for our startup during early growth period. Easy to use and integrate.

May 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: What made Fresh Desk great for us was the ability to integrate it with other software. Freshdesk is a great tool to connect customers and businesses.

Cons: As our company grew, we eventually built our own CRM. The only Con was that Fresh Desk is a tool that has to be used with other tools/software.

So Easy to Create/Manage Support Tickets with our Developer

May 15, 2018
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
Likely
Extremely
Likely

Pros: Our website (Shopify) developer (Avidest) uses FreshDesk as a support ticket help desk. It is so easy to create and manage support tickets including sending links and attachments to help get our projects completed quickly and easily.

Cons: No real cons. It's a simple software that allows for opening/closing tickets and then providing feedback once the job is done. I have no complaints.

Great for enhancing IT service

May 15, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ready to go out of the box Full of automation possibilities Great, meaningful templates ready to go Wonderful support Knowledge base Great for handling multiple user bases/companies

Cons: Analytics and metric capabilities could be improved Expensive for additional agents v functionality gained

Very strong solution if custom-coded to optimize efficiency and quality of service

May 15, 2018
4/5
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
Likely
Extremely
Likely

Pros: -Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
-Custom fields allow one to use Freshdesk as a pseudo-database, accessing requester information immediately. Very strong feature for customer support for eCommerce and physical goods purchased with order records
-Phone support is very reliable in connectivity
-Administrative settings are flawless, providing ability to restrict permissions perfectly
-Merging of contacts is very effective

Cons: -Chat feature is not the best solution that exists
-Quite expensive to access custom features and customization
-Slow to very slow if custom-coded(3s+ to open tickets)
-Regular contact fields are limited(only 2 telephone numbers)

Overall: Amazing solution for assisting eCommerce customers after custom coding of solutions and database. Very reliable software for all of your customer service needs

Great helpdesk!

May 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: FreshDesk is one of the easiest to use helpdesk platforms I've found. Not only is it easy to use, it's also very affordable.

Cons: Customer support is a little lacking. The new FreshWorks integration makes using multiple FreshDesk logins completely impossible.

Overall: Complete support management.

Great Support Tool that helps prioritise your work effectively and efficiently!

May 15, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I love that you have an overview on what other people are working on. You can view the status of a request. One can share a workload. Merging of tickets also helps keep all your correspondence in one quick reference. I love the stats one can pull to get a holistic team view on what work is outstanding, who seems to be carrying too much workload or who is not resolving issues in a timeous fashion.

Cons: The only downside - if you merge the incorrect tickets together, there is no way to un-do it. Other than that, I am sure there are many fuctions within Freshdesk that we do not make use of yet.

for CRM this software is really amazing but has some major flaws

May 14, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: At my company, we use Freshworks to keep track of customer complaints and who follows up with them. It has been so helpful to use FreshDesk and to be able to categorize which are the most important complaints we deal with. I think it's a very simple program, they just come in like normal tasks, and then you can prioritize and FreshDesk will inform you of updates to the cases as they come in. It's been very helpful for our productivity.

Cons: Okay, it's a good software but not super intuitive on the other side (the customer). FreshDesk will badger customers to make an account, which is technically optional, but a feature that is frustrating. Also some of the verbiage used is a little confusing, and then at that point it's basically lost its useful potential. Also the analytics are lacking; we don't get access to that data.

Capterra-loader

very good software, allows us to have multiple teams suitable to track tickets and their priority

May 14, 2018
4/5
Overall
5 / 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: I love the ability to track tickets, as well as the opportunity to establish attention by priority level

Cons: the use is not so easy must improve in that aspect so that the users feel a little more comfortable when using it and that it manages to integrate with other platforms

Easy setup platform

May 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: The no-obligation 21-day free trial across all pricing plans make it easier to make an educated decision. I also appreciate the fact that it is a cloud-based customer support software.

Cons: Some customization will be needed and can be tricky; also, some menus are somewhat confusing. Overall functionality can be improved upon.

Overall: it is a good option when it comes to giving support interactively.

Make our customer support better.

May 11, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It makes the collaboration among the customers, customer supports and members from different teams in tackling customer issues simple. The reporting capability is very useful for analysis purpose.

Cons: Not much to complain actually when the free version is good enough for a small team. To nitpick one, the UI could be more decent.

A great option for ticket maintenance

May 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: - It's mostly free
- Exporting ticket reports is a great option
- Works for small and large businesses alike

Cons: - There is a bit of a learning curve to getting used to the software's features.
- Sometimes a bit tricky to handle customization.

Overall: It's a great and free option for ticket management.

great product for service type of business

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: This is an awesome product if you are in the service industry, the app is amazing on your cellular smart phone device.

Cons: The only complain i would say i have with this product is that you are limited with the free version.

provides a variety of languages to facilitate customer service instantly worldwide

May 10, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I am extremely satisfied with the help that this software offers through the self-service portal since I can solve problems instantly and very practically

Cons: I have no complaints, it is very useful that this software allows me to communicate with my clients directly from the website, through smart phones, no matter where my clients are located in the world.

is such an effective tool that facilitates customer attention instantly

May 10, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love that this software allows me to save time, speed up all conversations with customers in one place, and most importantly, the ease it offers to have the option of several languages included thus facilitating customer service in any language available

Cons: So far I do not have any complaint or objection about this fantastic software because the way it facilitates the process of customer service, through so many media is impressive, a fundamental example allows us to rely on different social networks, email, among others

Overall: The self-service portal is so useful when solving common problems, including: obtaining access to company documents

Capterra-loader

Super Easy to Use

May 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: I like that I can keep all my tickets organized in one place and have the ability to prioritize them how I want.

Cons: I don't like that it sometimes automatically makes the tickets their own priority and it can be confusing the language between "closed" and "resolved"

Excellent Support Platform For Our Clients

May 10, 2018
5/5
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
Likely
Extremely
Likely

Pros: Freshdesk has provided excellent ease of use and communication with our clients when they have any issues and need our support staff's attention. This made our retention rate increase as clients were very satisfied with our responsiveness.

Cons: Freshdesk works as good as you and your staff works it. No support software helps unless there is a user there to drive it. As long as you put the support staff in you will be satisfied!

We use Freshdesk for our ticketing and management of support for our users and its great.

May 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: We use Freshdesk to manage our ticketing system for support. We really like the configuration of Freshdesk and the features it offers. The feature we really like and impressed with is the ability of converting mails into tickets automatically. This mean that any mail that is sent to a support mail, Freshdesk will automatically create a ticket so our support team can handle the request using a single dashboard. Another feature is the ability of tracking tickets and this is really helpful to the customer to view if a ticket is being handled and taking care of.

Cons: The only issue i have with freshdesk is the pricing and you will be charged per agent in your support team. There is a free version and a paid one. The paid one has a lot of functionality and customization but hopefully they will add cheaper plans in the future.

Overall: Really awesome ticketing system for managing support for our company. I highly recommend Freshdesk.

Best support software

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The most like feature is email automatically convert in to ticket.The support of software is very good.Can be used to grow customer engagement.

Cons: The feedback option is up to mark it should be integrate with third party software like office 365 book appointment etc.

Easy, efficient and intuitive customer support ticket tracking

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: easy to figure out and train yourself how to use
plenty of settings to suit needs or preferences

Cons: minor con, but the look and layout of some things doesn't always in places I would automatically go

Overall: better communication with clients/customers
easier to find necessary information

Easy to use, thorough, help desk software!

May 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use help desk software! We love this for our customer service for our small(e-commerce) business. We also greatly utilize the knowledge base for our customers to hopefully find their answers before needing to email us. The ticketing system works very well for us.

Cons: I don't love that their customer service is overseas & difficult to understand ... but isn't that most CS these days?

Easily, useful and practice. Also its confortable

May 09, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like its design and its so nice way to handle it. I like his tutorials and the attentive way with the clients. Also, it has a good price

Cons: Sometimes it freezes on my machine, that is, the program is paralyzed. I would like it to be faster coming soon

Overall: Organize tickets to my customers and professional imagen for them

Perfect Customer Service solution for our Shopify-based E-Commerce company

May 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Our team operates 2 different E-Commerce brands out of Shopify that have gone up in about a year and half. We could not have done it without Freshdesk. To me, it's similar to Shopify in that it is a true example of how building a product based on the user experience, then designing your reporting & data analytic capabilities, can deliver a powerhouse product. Freshdesk is a clean, intuitive experience that multiple Customer Service associates have picked up and been ready to roll with in a day or two. We have fully integrated it with our Shopify site - tickets submitted on our site come through Freshdesk, as does the on-site chat window, ALL social media comments or posts, and our cust service number. As our team member is speaking with or responding to a customer, she has all of the information tied to their order right in front of her, built into the ticket - that's the Shopify integration. We have most recently gotten disciplined about we are using the "tags" feature, which again operates very similarly to how Shopify does. Our service rep now has a list of all tags that should be connected to tickets and what they mean. This makes it super simple for us to run reports on common customer complaints, centralize PR inquiries, etc.

Cons: Compared to Zendesk, I think Freshdesk is a little more expensive starting out with only a couple of users (where we are currently). However, I believe that Freshdesk becomes the more affordable option as you scale, and with the great experience I've had I doubt I would ever switch.

Great Customer Service Program

May 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love that our customer can either email or log into the portal to submit a "Work Order". They love that they get an email right away with a conformation that the ticket has been submitted. Its really easy to use.

Cons: I don't like the most recent update. They totally changed the layout. So if you're use to the old layout it's hard to get use to, but if you're a new customer it will be easy to get familiar with it.

Capterra-loader

This product is excellent in terms of ease of use and configurability. The support has been very goo

May 04, 2018
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
Likely
Extremely
Likely

Pros: The configurability options are outstanding. It allows us to manage our workflow in a way that makes sense for us. There are many features available that can be utilized or not at your discretion.

Cons: There are some basic features such as the ability to blind carbon copy someone when creating an outbound email as a new ticket that are not present. Although there has been a lot of feedback on these items, there does not seem to be much in the way of resolving these basic issues.

Overall: Advanced reporting capabilities and great flexibility.

Capterra-loader

Great support ticketing software

May 04, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Tracking ability is unmatched
Easy to have multiple teams able to view tickets
Set priority of tickets so agents are aware of the seriousness of the ticket

Cons: Ease of use needs to be improved
Would be nice to have freshdesk integrate with other platforms
simple email replies are logged as tickets which skew the response times

Overall: Excellent ticketing software for the IT world

Clean design

May 03, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Its very easy to use and only took me a couple minutes to figure out and go to the page I needed. Worked well.

Cons: There should be more user interface as far as chat room with customer service and more visible help resources.

Average Helpdesk Software limited in features

May 03, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Pricing is completely fair and affordable. Software is easy to use and generally the system is already working with minimal setup. There is a free option to use with no time limit.

Cons: It's lacking alot of features that you'd expect in a help desk software e.g. Response SLA differing from a Resolve SLA. Support is limited. Integrations are limited.

Overall: It was good to explore the Help Desk software options on the market.

This software saved me hours per week

May 03, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The ease of use and the ability to set responses and paths to quickly answer questions without having to retype all of the same information.

Cons: I am not a huge fan of the way you can use it on mobile, but that is just a small critique of a great software.

Funneling multi-channel feedback to one easy location.

May 03, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This software allows you to assist users via phone, social networks, and email! It's a great benefit to be able to track feedback from multiple locations in one place.

Cons: How can you complain about free? However, being able to implement branding would be a great addition to that tier.

Decent Helpdesk platform

May 02, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Supports Live Chat

Pros: Platform was pretty easy to setup and implement, some customizations were trickier (such as using our own domain name and getting a security certificate)

Cons: Support is not from North America, and we had to repeat our selves to the support team for them to finally get the message and solve our problem.

Great Help Desk, works very well for our school division of only nine schools using Sprout plan.

May 01, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to use and has a great app to go with it. Easy to setup and be up and running in no time. Very flexible.

Cons: None really, it does everything we need for a Help Desk. It would be nice to be able to look at just closed tickets with the mobile app similar to using the filters in the desktop version.

Great Customer Service Software to support your users

May 01, 2018
4/5
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
Likely
Extremely
Likely

Pros: I like that it allows support of customers by all means of communication ranging from phone to email to the system. It is easy to follow up and create reports. Your users will be happy with your service. there is a free version too which is amazing.

Cons: It is not the most visually pleasing software but for the free version, it does a pretty good job which is great!

Overall: Great way to support users

Capterra-loader

Offer to your customers a exceptional service.

Apr 26, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: This system offers your clients the ability to feel like they have a person waiting for each request they have, so they will always prefer your company and they will have it as their first option, as the program does, through email, twitter or facebook Freshdesk creates tickets that will be sent to the tray and you can attend them in moments, besides that the clients will also be able to create the tickets directly, besides this you can configure how they announce you of new tickets to be always attentive to the requests that arrive to you .
This is really important when you want your company to go further in service, ensuring the customers you have and catching new ones.

Cons: In principle it may cost you a bit to understand how it works or how to get the most out of it and you may get a little overwhelmed by the amount of tickets, or if customers get excited and send many requests, while normalizing it will be a bit strong.

Overall: Offer a service of first attention to my clients, giving my company the ability to serve them all as if they were unique, giving a plus of development and growth to my business.

Great software for managing customer support for small to large companies

Apr 25, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: - Great team management feature for adding team members
- Assigning the users to particular group of customers is great.

Cons: - Its bit confusing when want to export all data from freshworks to outside
- Migration from other software to this can be improved

Capterra-loader

Handy program for your support team, but visually unatractive

Apr 20, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the easy way you can answer your clients and setting a status to the email. Also it's very easy to use, making it almost plug and play.

Cons: The only thing is you get a different email address which means people will still email to that address, even when you don't use it anymore.

Good product, free level is definitely enough to get started, price jumps quickly for higher tiers

Apr 19, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: The assigning rules are handy and notifications work well. It is convenient to be able to search by either company or specific requestor.

Cons: Mobile application is lacking. Paid tiers are pretty steep in price compared to similar systems. Definitely needs improved search functionality.

This application I use every day to support users and it is excellent.

Apr 19, 2018
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
Likely
Extremely
Likely

Comments: I can not but praise this application is fantastic.

Pros: It allows you to support users by phone, email, social networks and by the system itself. It allows you to classify each case for future reports and take control of the followup, in addition keep the team informed with the base of knowledge included.

Cons: I can not think of any deficiency or failure, it seems a very complete and functional system, If you are looking for a ticket system, look no further this one is ideal for the IT department.

I use this support desk daily and it's honestly one of the best!

Apr 19, 2018
5/5
Overall
4 / 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

Pros: I love the ease of use for this product, everything is laid out for you in such a manner where things are easily accessable

Cons: I wish there was a way to separate different divisions within the program, having all of the users in one pool can be difficult..

We've only used the free platform of this, and it worked well for creating a basic knowledge base.

Apr 18, 2018
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It was free, and provided us a quick short term solution to a bigger issue. We got all of the information needed in the knowledge base so our team has an easy to use reference.

Cons: For a free service I don't really have any room for complaints. It's easy to use. It's not the prettiest but, it does the job.

Overall: A free place to store easy to access information for our agents.

Its good but difficult to use

Apr 18, 2018
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: it is a good option when it comes to giving support, you can create tickets using the web page, using email, using a floating chat that you can insert in your html pages and using facebook. Track work and time for each task, you can create groups of people. It is a good way to offer support to your users.

Cons: I have been using it for 2 years in my company, it fulfills its function well, but some menus are somewhat confusing, they have options that basically mean the same thing. Multilingual translation is partial, it does not offer a full translation.

Efficient and robust

Apr 17, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The software makes tracking customer support issues easy. Tickets can be moved between teams or individuals. There are many automation options that help manage ticket assignment, replies to customers and more. The customer service is always quick, friendly and efficient - even though we don't always get the answer we want. :)

Cons: For a small company with a small team, it can be a little expensive, but they do have graduated plans (fewer features, less cost). The reporting features aren't as customization as we would like and don't always meet our needs.

Allow yourself to take care of the customers the best way.

Apr 17, 2018
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
Likely
Extremely
Likely

Pros: As for a businessman, time is crucial for me and that is why most of all I like that fact that I spent really a bit of my time to implement the system inside my company. The functionality part of this software is also amazing. Creating tickets and cards takes very a little of time, you can create any type of task, with deeper detailed information or with superficial data, just as you wish. So I can say that our customers supporting scheme now works much more effective and helpful than it used to before.

Cons: My team of supporting notified me about the impossibility to redact or change some fields of cards(tickets). I think it would be more logical to allow us to change everything that we need in this tickets and create our own templates with which we would work more conveniently.

Capterra-loader

Love the tool - possibly the best help desk software I've ever used! Highly Recommended!

Apr 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Its free level is very robust and can handle most ticketing needs. It is also easy to use and integrates with many popular tools.

Cons: I wish there were more features for the free level - like branding - but it honestly doesn't have that many flaws!!

Used free version

Apr 16, 2018
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
Likely
Extremely
Likely

Pros: I have used free version of it and it feels really great. It has simple web interface which you can access from anywhere.

Cons: there are as no such cons in this product but they can surely increase the stability as compared to other products in the market.

It's good but it is still not as straight forwar as a standard inbox

Apr 14, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: You can tag other colleagues / agents into messages, add notes and appear to be able to merge created tickets together

Cons: It is clunky and temperamental if your internet connection is even slightly slow. It automatically filters messages at times and takes a bit of getting used to. Some filters cause more confusion than being seamless from my use of it so far and it refuses to close tickets at times when all fields have been completed. Makes more work than less at the point. Can't use on mobile devices, it goes bonkers.

Overall: At the moment - only adding team members to a discussion

Excellent product for better customer service

Apr 11, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Freshdesk is smooth, clean, efficient and easy to use. It is an excellent support channel for users, which allows you to create tickets through e-mail, web forms, social networks, and other features. Freshdesk helps us consolidate customer support from two platforms, both on the website and on the app. Never before has control, search and filtering been so simple. The setting with Freshdesk is simple. They have several articles of help that will help you start everything you need. In addition, if you are migrating from other help desk systems, they have available integration options.

Cons: I do not like how some screens shrink, so it's hard to see things at the agent's end. It would be nice to extend some windows inside functions, and also have options to save certain export filters that were created within a certain time, rather than few days.

Fresh(Help)Desk Experience? Awesome!

Apr 11, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing. Freshdesk is a wonderful issue tracking software.

Cons: I'm most sad that the FreshSuite doesn't have even more software options. They do such a nice job with the software and interface that I feel it's copied by other helpdesk software. A real gripe is lack of real customer support. It's either via forums, that don't always get responded to well, or email, which may go back and forth multiple times before reaching a solution. But, I do have to say that a solution was always reached by support for my issues, so that's a real plus!

Overall: We no longer use inboxes to track issues, which results in better tracking and results for clients. Also, we can use past tickets and issues to develop a knowledge, both internal, for specific clients, and internally. We have looked at a lot of tracking software, and FreshDesk is the best!

Intuitive and powerful support engine

Apr 11, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: This is a great service that provides integrations with all services and programs that you use daily, to keep your products aligned with the user's needs. Freshdesk offers a very good interface for your support team to address issues and feedback from our customers. Also, Freshdesk integrates with social media accounts and gathers feedback from these channels as well. We currently use Freshdesk as our sole ticketing system. It provides a support entry point for our online customers when they need help.

Cons: I have not found anything that I don't like yet. Only one wish, I would be delighted if Freshdesk app could also allow viewing and adding solutions in the knowledge base, it would help for employers who are mobile.