Who Uses This Software?

SMBs and enterprises worldwide can use Freshdesk to provide remarkable, world-class customer service.


Average Ratings

609 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 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
    24/7 (Live Rep)

Vendor Details

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

About Freshdesk

Freshdesk is a cloud based helpdesk solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations & a lot more!


Freshdesk Features

  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 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
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Agile Methodologies
  • Budget Management
  • Client Portal
  • Cost-to-Completion Tracking
  • Customizable Templates
  • Gantt Charts
  • Idea Management
  • Kanban Board
  • Milestone Tracking
  • Resource Management
  • Time & Expense Tracking
  • Traditional Methodologies

Freshdesk Reviews Recently Reviewed!


Feeling huge potential of Freshdesk, but experiencing quite low speed of advancing

Jul 02, 2018
4/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: 1. Occasional agents - great feature to keep agents without buying additional places
2. Very convenient multi-language feature
3. LIQUID gives lot of possibilities
4. Gamification features
5. Fully-operational API which is convenient to use
6. Great uptime. For almost 12 months of use - very rare failures
7. Convenient UI both for agents and customers (still lots of room for improvement)
8. Constant improvements and new features (but no sandbox still :( )
9. Convenient customization of solutions (with multi-language features)
10. Good functionality of Dispatch'r, Supervisors and Observers. But still they are poorer than in SF and for some reason they're divided in separate groups (in SF they're just Workflow rules)

Cons: 1. Some interesting features are hardcoded and have no possibility to be re-used (e.g. no "Popular articles" feature. Or we'd like to place Search field to outter resource so we could push customers to Helpdesk portal. But it can't be placed somewehere outside Freshdesk)
2. Having deep experience with Salesforce, we can say that Freshdesk has VERY LOW options of customization. E.g. we can't just limit rights to separate field or hide it for some users (I know there is an application, but it's not native functionality of Freshdesk)
3. Shutting down system (Hotline) and forcing users to move to another solution (throwing out all works done about implementation of Hotline)
4. No clear documentation about establishing integrations (e.g. with telephony service)
5. Day passes - I think it's incovenient that they are not included into subscription plan. Perhaps 10 passes a month or smth like that
6. No possibility to create own report - only use pre-built ones
7. I suppose b2b system should me much more flexible (we have a great example of such approach - Salesforce)

Overall: We got convenient for clients Helpdesk portal
But still we are upset about lack of customizations and that some features are hardcoded (e.g. translations of Feedback form)

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
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Extremely
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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

Freshdesk Ticketing system and Chat

Dec 12, 2017
5/5
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
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Comments: Our Current Challenges: Manual & optional data entry with the current vendor Under-utilized system with a premium price Lack of repository for incidents Data consistency issues Reporting difficulties Lack of accountability and transparency

Pros: 1> The major criteria of picking this was because Freshdesk had Freshdesk - RingCentral advanced integration, which will allow our telephony system to automatically create tickets on freshdesk. Freshdesk automatically generates a support ticket once you finish a call on your RingCentral client. All relevant customer details are attached with the ticket. 2> Sync contacts to Freshdesk: We cpuld seamlessly access account history and context for every caller every time. Any new contact added to the RingCentral directory automatically syncs with the Freshdesk database and is associated with all existing tickets on file. 3> Automate support: We could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks including assigning tickets based on caller profiles, modifying caller properties. 4> We could create 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection. 5> We needed better reporting and root cause analysis of all our CSR calls and were doing it manually. Freskdesk dashboards served our purpose. 6> It was ITIL friendly which help integration of a company wide ticketing system. 7> Ticketing system plus Chat came at a lower cost than any other competition in the market.

Cons: 1> With regards to other telephony VOIP services like RingCentral and Vonage, they have a basic integration and is not extensive. If you would like to build a custom integration with any of the VOIP providers they need to have a SI (System Integrators) to build based on our requirements, which works. 2> Reporting can be more customization. Right now its very static and does not support NLP based reports.

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.

One of the better options available

Oct 19, 2017
4/5
Overall
5 / 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: This software is incredibly user-friendly and jam-packed with features and plug-ins. It has the ability to support multiple products and can have multiple user portals (knowledge bases) which is key for large corporations with multiple sub companies that are not related. Everything can be in one place, and everything can be segregated by group and by employee. Lots of automation features available, including ticket routing, templates, solutions, scenarios, filtering, and more. Can connect with social media accounts to manage Facebook and Twitter communications with customers. There are so many things you can do with this ticketing system that there just isn't enough time to go over everything and explain just how wonderful a tool this is.

Cons: The only major cons are billing, which is comparable to other similar programs, but this per-user pricing is kind of ridiculous that all of these systems have adopted. I realize that they need to have money, but for an account that is merely a rep that answers tickets vs an administrator account that needs access to everything, there should definitely be a difference in pricing. Integration with other systems, depending on the system, can be painful at times. Integrating into other sites is possible, but would require real programming. Although the portals are fully customizable via CSS and have some color and font options available, there are no templates to choose from, and no wysiwyg editor to do so. Having the ability to build your portal to match your website is vital, but difficult for non-web designers.

Overall: We have a great and effective tool for managing our customer interactions as well as our customer support articles.

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
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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.

Very impressed

Dec 12, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I love using Freshdesk. We evaluated 3 top-tier customer support management system products to manage our complex array of products and Freshdesk was the clear winner on functionality and price. While it's true, one of the contenders could have met our needs a tiny bit better. The price tag was 8x higher than Freshdesk. That's not a joke. From the moment I saw Freshdesk, I loved the simplistic design of the site. It reflects how they do all of their development. Features are added gracefully and in ways I don't always expect. For example, we had major problems with multiple agents working on the same ticket. Freshdesk added a very simple indicator that shows icons detailing that someone else is looking at that same ticket. It's very subtle, but very effective. All of their features are focused on high-usability, without cluttering the screen with additional controls. It reminds me of how Apple does UI. It's simple and elegant.

Cons: While it has a great deal of flexibility, there are some things that an off-the-shelf product will never deliver. We have a laundry list of things we would love to see in the product, but it seems the development direction is going off in a different direction. We have solved a lot of problems using their development API, but now we have a decent-sized code base that requires maintenance and attention, from time to time. The other thing that has been difficult is the Freshdesk follows a typical customer support model where agents might be encouraged to compete with each other. That's not a philosophy we believe in, in our environment. It's not that big of a deal, but we would prefer if all of the agent comparisons were kept hidden. It would prevent agents from cherry-picking the easy tickets to get their numbers up.

Recommendations to other buyers: I was really impressed with Freshdesk's multi-product support. This allow us to segment our site and have an area for each product (i.e. our own agents, help docs, etc.). This is the feature that starts to make things expensive (in other products). While the functionality is impressive, you may have to do some technical wizardry to make it work in a highly complex product suite. We're a software development company, ourselves, so we had the skill to do this, but if you don't have a decent technical team that can configure DNS entries, make use of email alias's, you may be in for a bumpy ride. I wouldn't think this is any easier in any of the other sites, though. It's a complex task in any system.

Capterra-loader

Amazing helpdesk experience

Jul 03, 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
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Pros: A ton of great integrations, easy to use web - based access & mobile app, knowledge base management built-in, and it's very simple for everyone.

As an IT admin in a business I help run with our partner out here in Vegas, I like to ensure we get the best value of the systems we use. We started off with a lot of other self-hosted brands and options, however, leaving our ticketing and help solutions to Freshdesk was the best move I've ever made and they offer everything we need in one place.

We love particularly the feature to add custom stuff to the right side pane of tickets like: The recent tickets associated to the client, Quick ticket status and assignment changes, creating a remote session right from the ticket with ScreenConnect addon and, a to-do list to allow the next technician to know what has and hasn't been done yet.

Cons: I think for the type of account we have there are no cons at all. Of course if you pay for a higher tier account you unlock some other good stuff like live chat and CRM. For what we need to accomplish in a helpdesk solution Freshdesk beats them all. No cons from us.

Overall: Aside from all the great features we get, I have to say the service from support on their email and live chat are very helpful and I'm grateful to be using a product that can be supported 24/7 and has a great development team keeping it up to date. That in it's own is a great benefit.

Best ticketing system we've used

Jul 05, 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: 9.0/10 Not
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Extremely
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Pros: Easy to use and customise (add custom fields and lists) for your needs. Easy to search for tickets or show all tickets for one customer. Easy to see all activity from the dashboard on all tickts (if you have the rights). Nice and clean new interface (Mint). Scenario automation is great feature which can be used to fire multiple actions to one or more tickets (like changing status, create a note and assign it to an agent with the press of a mouse button).

Cons: If you insert a link you will first have to put in the link in your ticket and afterwards you can edit the link and change the the text which is shown in the mail/ticket. I like it more if you have a button to insert a link where you have to fields, one for the link and one for the text. Especially with very long URLs like Kibana.
Sometimes I can click the three dots in a response to a ticket and see the options:
- reply, delete
Sometimes:
- forward, delete
And sometime:
- Forward, split ticket

Would be nice to always have the reply options to be able to only reply to that part of the communication without replying to the entire ticket and sending the entire history.

Overall: Much easier to manage my support tickets and create custom views for the tickets I want to (sometimes) only see. Great to have all communication about one ticket in just one ticket instead of several emails. As an admin freshdesk is very easy to manage compared to an on prem system.

Freshdesk Customer Service and Collaboration

Nov 09, 2017
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
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Extremely
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Pros: One of the best things that we enjoy about using Freshdesk is communication with Customer Support team and how quickly they are ready to respond to different opportunities in integration space and help our team progress further in our development efforts. We find technical documentation in relation to Freshdesk API usage and webinars have always been very productive and healthy conversations that we have. Especially when it comes to learning new features about new products and services. It is also one of the first companies to recognize our product in the space of Integration between customer support and product management for which we are very humble and grateful for. People who represent Freshdesk with whom we came into contact with are very humble and truly care about its customers and customer service community. Thank you, Freshdesk!

Cons: It is difficult to point out disadvantages. But I think that every software product evolves as market suggests it to evolve. And I think that customer base that freshdesk has on a regular base can better suggest on how to elaborate product in relation to its work flows and API freshdesk items accessibility. One of the things that we would like to see is easier access to API for retrieving Collections of Items that are related to Tickets or other Entities without relation to those Entities specifically. So if I would like to find out Ticket Types, I can get the Types. If I would like to find out Tags, I would like to grab Tags without knowing anything about any ticket...Just an example. Expanding lookup table functionality across the domain would definitely make API even more powerful and empowering for any team to use. But one of the great things about Freshdesk is presence of its Blog

Aside from a few missing features and occasional speed/access issues, a great and simple product.

Apr 11, 2018
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
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Extremely
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Pros: Freshdesk is the simplest and easiest to use ticket system that I have come across. Its relatively simple to get up and running, and adding/removing agents (without affecting reports) couldn't be easier. There are a large number of plugins available, and we can create our own automation with their version of macros (for example, I have an email go out to the ticket creator if a ticket was created during off-business hours). In my experience, configuring such automatic replies and other simple reactive actions is much more difficult in other ticket system tools, and Freshdesk aces this.

Other than that, I have never lost anything - nothing is better than reliability. We're approaching 100,000 total tickets, and accessing ticket number 1 is just as easy now as it was when we first rolled out the solution.

Cons: While there is a great amount of available plugins, I'd like to see more. Some rudimentary settings such as disabling users from the ability to "delete" tickets is not available - that should be a simple configuration setting. Better reporting functionality and customization would be appreciated, as there is not a ton of configuration settings around that. Change management functionality would be a huge plus.

Great system to manage inbound queries effectively

Jul 13, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: * Agent collision - so much time is saved not having staff looking at the same ticket and dealing with it.

* Customised list view for agents - allowing staff to determine what tickets they wish to view and easily jump from one view to another at a click of a button.

Cons: * Ability to BBC not possible when sending a new email yet this is a standard feature with email clients.

* Jump to the top of screen anchor has disappeared on the ticket view in Mint UI. There should be an anchor at the bottom of the screen to jump to top so agents can quickly get back to the top to see the requester's original query. Whilst I'm aware that the keyboard shortcut 'Home' can be used, many users will not know this.

* Text formatting requires an extra click on Mint UI to get to the formatting icons such as Bold Link, etc. Previous UI had the text toolbar showing so it only took a single click to say bold text.

* Forward icons needs to show on each ticket reply element. The new interface now requires an extra click to a `more' icon to the select `forward. This should be reverted.

* When forwarding an email it takes you to the body text area rather than the field above which is the `send to. Additionally, because we use an email signature, the cursor selects at the end of the signature.

* Functionality of forum isn't great and the relationship with tickets is poor.

Freshdesk is critical to our business and customer communications and tracking agent activity.

Jul 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Extremely
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Pros: My favorite thing about Freshdesk is that it gives me very good insight into my agent activity so that I can come up with ways to motivate, reward and course correct my team. It has also come in handy to have recorded calls to look back on when needed.

Cons: It less of a systems issue than a personal issue, but Freshdesk is massive. I've been using it for almost 2 years and I feel like I've barely scratched the surface of the various functions. I'm a fairly tech-savvy person, but I feel like there are a few functions that just don't make sense to me. For instance the timestamps, I'm never quite sure if I'm viewing time stamps on reports and such in my time zone, in the time zone of the business, or in the timezone of the agent. I wish that I could better customize activity reports and the agent quests and badges to be more applicable to our work. It would also be cool if Freshdesk could make scheduling recommendations based on volume trends and avg agent productivity. Bottom line, I love FD but I need to spend more time exploring the functions.

Overall: Freshdesk is critical to our customer communications and agent accountability. Timing is critical to our business and Freshdesk helps us keep up with a high volume of quality customer communications as a small but mighty team. It also helps me assess each agents productivity so that we can set achievable goals for each person on the team and measure their success on factors other than revenue.

Freshdesk is simple to use and has all the functionality we need to manage our customer care.

Jun 26, 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
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Extremely
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Pros: It's easy to set up and extremely flexible. It enables us to effectively manage our customer care inquiries and prioritise tickets. It links well into other software and social media platforms. Support is always quick & informative. Training programs & help articles are readily available and it allows me to manage our agents performance too. Reporting is simple and functionality like 'canned responses' help to improve our response times. The ability to create customized ticket fields and tags is very useful and also helps with reporting. There are a number of plans to choose from to suit your needs & size. Simple monthly invoicing per user makes it easy to budget for.

Cons: I honestly can't think of many cons! The only slight issue I had was not being able to add other options or edit the 'Source' ticket field in Freshdesk but we managed to get around this by simply creating another field option so wasn't really an issue!

Overall: It has created the flexibility we needed to manage our customer care service. It's given us visibility through reporting and insight into the types of issues occurring. It's speeded up our response time and improved our performance with better quality responses.

Regrettable decision

Jun 15, 2018
1/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Managing tickets themselves is pretty simple. The interface is easy to comprehend, even without much training.

Cons: This is one of the buggiest ticketing systems we have ever seen.
* Filtering is not always responsive; when you return to the ticket list, the filters are reset sometimes (and sometimes they are not), which is very cumbersome.
* Links from the automated system are often riddled with spaces that throw errors when you try to open them up. The link text does not match the hyperlink itself.
* Support is non-existent. Issues go on for years (literally, in some cases) without being addressed, despite assurances they are being fixed.
* The transition process was a nightmare. We were six months behind schedule, and the conversion was sloppy.
* There have been frequent service outages and degradation in performance in the brief time we've been with them. We have not experienced this level of performance with any other vendor.
* Calls are not returned, agents are impossible to reach, and we are extremely dissatisfied with the entire experience. We are actively searching for a new vendor already, and we have had it for less than 7 months.

Overall: The only benefit we really get from Fresh Desk is a system to track new tickets. Older ones were migrated poorly, nothing is searchable by text, there is no support from their team, and we have frequent performance degradation issues. This was a regrettable decision which we are looking to rectify now.

Is one of the best tools to provide a personalized attention to customers, is very dynamic and easy.

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Freshdesk automatically transforms customer email messages, mentions in social networks, and comments in support or customer service sections on customer service tickets.
You can priorize, your tickets according your clients needs or requirements. Freshdesk is a very friendly platform you can personalize your responses and also elaborate templates with recurrent replies,

Freshdesk allows the measurement of compliance of the SLA's, and also generates reports about: mesurements about reopened tickets, Ticket volume trends, Group performance, agents performances, etc.. another great thing about this software is the mesurement of customer satisfaction is an friendly report accesible and with all data and stadistics that you may need.

Cons: The system is not able to determine spam messages, or automated replies generated by a mailboxes, you can't remove a wrong email adress if this is located on the from field, you are only able to add one email or remove them on the CC field, Another disavadventage is related with the measurement of client satisfaction, which totally depends only on clients responses, is very possible that you have lots of tickets without the feedback of the client this may affect your stadistics about customer satisfaction.

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
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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.

Have used it since I did support myself and still use it with a team

Jan 12, 2016
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Freshdesk has done a great job of expanding its capabilities since I started using it over a year ago. You can tell the team behind it is passionate about making support suck less and is trying to create as many tools as they can as fast as possible to make our lives easier. They've added live chat, a mobile support sdk, and embedded widgets just recently and they're not slowing down. I've dealt with their support as well and they're fast to reply and really know how to solve problems. That said, they haven't lost touch with what I came to them for, ticketing. Freshdesk handles tickets and support team access to those like pros. Canned responses, reminders, contact

Cons: The UI of the admin interface is a bit dated and ugly, therefore the same with the customer portals. We don't use the portals externally, though, so it's not a huge issue for us. One issue I had due to lack of explanation within the software was that deleted contacts also block all incoming emails (auto archives) from those contacts without warning, so don't delete any! Caused a lot of confusion for a half hour until we reached their support.

Recommendations to other buyers: This is a busy space. If you have a ticketing system that integrates into your CMS, CRM, marketing software etc. you may prefer that but I love Freskdesk. It's priced well and lets our support agents easily handle a ton of tickets. We're a consumer facing company with >1.7M users which means a LOT of tickets Freshdesk has never let us down. Also know that if you're looking to move from zendesk these guys have an import button so you can transition easily.

If you want your customers to feel satisfied after contacting customer support, try Freshdesk

Jun 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Freshdesk offers a very good interface for our customer service team to solve problems and feedback from our customers. It integrates with the accounts in social networks and collects feedback from these channels. You can automate Freshdesk tickets in three basic ways: when creating, at certain times and at certain events, such as changing a ticket. Support is useful from time to time, I had many excellent experiences with them. Nevertheless, there were several cases where the guys simply pointed to a problem that I already knew, but did not say how to solve it, and we had to figure out the problem ourselves.

Cons: The service is not bad, and it works stably, but one of the weaknesses is the reports. Freshdesk has several built-in reports for analytics, performance and customer success. All of them are quite simple. To create some kind of your report you should try and spend a lot of time.

Capterra-loader

This produc tis feature rich with all the applications that todays customer support agent needs.

Jun 20, 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
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Pros: The transition from SDP was seamless, i was skeptical at first but i learned how to use the software within 30 minutes of using the product with the help of the training video that is provided, The chat application allows me to convert the chat to a ticket if needed and the tickets are tracked so they can be merged with other tickets from the same customer. I am now using the new MINT version which is even more streamlined, I have not yet tried the intergrated phone application but I have already been told that we will be dropping MITEL asap,(finally) and will be adding the phone feature very soon, I cant wait! I am confident that this is only going to enhance our user experience.

Cons: I have not yet found any reason to not like the software, it really does everything that today support agents need to do their job effectively. Keeping track of the tickets and the round robin feature assigns the tickets to the agents in order so they are distributed evenly among all agents. so there is nothing so far that i like least about this software.

Overall: It is so much more streamlined than our old software SDP and I use this product nonstop for all of our customer support needs and will be adding the phone feature very soon.

A Helpdesk solution for any sized business

Mar 14, 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
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Comments: Freshdesk is a great helpdesk application that really competes with the 'big guys'... not only with features, but with price as well. Freshdesk has an amazing and intuitive import feature unlike its competitors. It allows you to import your customer details effortlessly.

Pros: Freshdesk offers various subscription levels to fit any business need... including the free 'Sprout' plan. Freshdesk is easy to setup and use. The 'Sprout' plan offers essential ticketing, FAQ solutions library, customer list, and reporting. For a more robust and feature rich experience, Freshdesk offers 4 additional paid subscriptions, each adding more capabilities from time tracking, satisfaction surveys, custom domain mapping and teams to enterprise solutions. Freshdesk has a great dashboard that provides exceptional visibility at all times.

Cons: The only con I can find is the inability to save custom reporting. I can only speak for my experience using 'Sprout' and 'Blossom' subscriptions' reporting capabilities. This would be great to have... to create a report template to reuse and not have to constantly build out the report.

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
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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!

Solid help desk for the price

Dec 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: FreshDesk has great strengths in terms of being able to customize it for your company's specific workflows. Love the capabilities to implement our own templates to the look and feel in a very straightforward way. Gives you all the basic functionality required of a help desk.

Cons: The worst part of FreshDesk is their customer service. There is no way to bulk import tickets if you're migrating from an existing system without contacting their support team and having them do it. We waited over a month for our tickets to be migrated, at which point, there were new tickets that didn't get ported over. Unless you just have a question about using the software that their team can give you a canned answer for, their support team must be wildly overworked or else wildly inefficient because it will take them 9 years to get anything substantial done. Also, their support team isn't the best and the brightest when it comes to understanding your problem. That's been encountered repeatedly.

Under "needs improvement", they WAY oversell their integration with FreshSales. Turns out you can only sync 10 fields, so, pick your favorites.

Overall: Was able to implement a cost-effective help desk solution that integrates with our CRM.

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
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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

Capterra-loader

Easy to use, constantly evolving and quick support.

Jun 26, 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
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Pros: We have been using Freshdesk now for a few years and as we grow and evolve, so does Freshdesk. They are constantly improving the user experience, especially since their last update (Mint).

We do not use the full potential of our license, but it's reassuring to know that we have their full range of tools at our disposal.

Also a big thanks to the support team. They respond very fast, are very bespoke and are able to provide us with clear answers when we are in need of assistance.

Cons: There are not many cons about Freshdesk for us. If we have something we don't like, we take it to their support team.
For example we saw some bad translations to Dutch (our native language) and we kindly suggested changing them. Next day they were already changed!

Overall: Our support channels operatie 3 times faster since using Freshdesk and our customers love the way they can interact so fast with us.

Capterra-loader

FreshDesk is strong but with that comes a bit of a learning curve.

Apr 10, 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: 8.0/10 Not
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Pros: FreshDesk is a really strong program that allows multiple people in your team to have input and keep track of different current issues with your clients. It's really powerful as a helpdesk software, but also great as a ticket and project management system. We even had a developer design a time use widget so we can track client time use right in FreshDesk. It allows our customers to see how much of their time has been used with their client login and sends us notifications when they are close to out of time.

Cons: The learning curve can be a bit steep. If your team isn't completely on the same page about how to use FreshDesk and it's different settings, you won't get the full value. However, if you can get everyone on the same page, the reporting functions can be really stellar.

Overall: FreshDesk has helped us keep our team and our clients all on the same page.

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
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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.

Freshdesk is the simplest support solution with awesome usability

Jul 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
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Pros: A solution platform is what we are trying to achieve and as a startup, we were looking at a simple help desk solution with the capability to have ticketing and resolution process, end to end online. Devise independent functioning was another preference. I can proudly say that our selection of Freshdesk to address these requirements were right. It is a fine solution made with insights of extensive domain experience and hence this is not just a tool but a working solution for help desk / support. Surprisingly simple to use. Sign up, set the right parameters, attend a few training sessions/self learn and go live and a perfectly working support solution is live. Integration capability with so many useful apps further simplifies the process automation. It is a great solution if you wanted to delight the prospects/customers. I recommend Freshdesk to any forward looking businesses with a clear agenda of automating their support process.

Cons: Category driven wizards to receive tickets will add up some more convenience. As of now, in single wizard, the user is forced to select the category.

Capterra-loader

A powerful tool as a first level of support, scalable, dynamic and simple to use.

Jun 20, 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
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Pros:
freshdesk has multiple usage options such as Self Service Portal, Community Portal with Idea Management & Voting, Satisfaction Surveys, Multiple Service Level Agreement policies (SLA's). In a simple and simple way compared to others that despite appearing to be more complete, they become cumbersome.

Cons: Perhaps for the continuous improvement, some improvements are slowed down by not working properly, but they are not errors that remain because immediately the programming team gets to work and is solved as soon as it is reported.

Overall: I have managed to create incident control policies in a centralized way and at a cost below, since it is managed in the cloud and it is possible to access it from anywhere. In addition, my clients do not need great knowledge of IT and can through the apps, access the ticket portal from virtually any platform (facebook, twitter, among others) thanks to its natural integration.

Freshdesk is a tool we use daily to ensure we stay on top of our customer support tickets.

Mar 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Freshdesk is how we connect with our users when they have issues or questions. Using the third party integrations between instabug and Freshdesk we're able to provide a portal by which our mobile app users can contact us directly with questions, bugs or concerns. Freshdesk is wonderful for a small team of 2 as it allows us to assign tickets to specific people, depending on the area of concern in the ticket.

Cons: My only gripe about freshdesk is the admin interface is rather cumbersome and sometimes difficult to figure out. It's based on a grid with dozens of icons, and I've always had to google where a specific setting is located - for example if you want to change your signature at the end of a ticket, it's not super intuitive where to find that setting, and you usually have to resort to google.

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.

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.

Easy Setup and implementation

Jun 15, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Freshdesk makes support management simple at a cost effective price. Setup was easy and straightforward including setting up our custom domain. Ticket management was simple to set up with customizable parameters. We liked being able to quickly use canned messages to provide immediate support. Responding to customers on the go was also easy with it's mobile app. We also likes automatic suggestions that gave customers possible solutions based on what they were asking.

Cons: Ticket creation via email sometimes created extra tickets or tickets from spam messages. This wasn't as easy to manage as we would have liked and often times required us to filter through tons of support tickets that were generated in error. Pricing was ok our small team, but became not so cost effective when adding additional agents.

Overall: Easy customer response online and via mobile app

The customer support experience and configuration are really easy and in a few steps

Mar 20, 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
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Extremely
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Pros: The software is easy to configure and in a few steps you have already a basic help desk ready to work. Also you can prioritize, categorize and assign tickets so you never lose track of them. It is possible to configure different communication channels as Social Media, Email, Chat, Website, and Phone, and one of my favorite features is the Automation tools for Ticket Dispatching, Intelligent ticket assignment, among others. The reporting is other useful feature that helps to visualize the helpdesk performance, with available options as reports, dashboards, etc.

Cons: The customization is not so easy to manage and depends on paying for a plan that has other features that you don't use at all.

Overall: Increment the proficiency of the companies help desks, automating their processes and bringing more feedback from the customer through the different and configurable communication channels.

Our team currently uses FreshDesk for ticketing and our knowledgebase.

Jun 29, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The FreshDesk program is very customizable. Especially with the use of dispatcher, I can have tickets that come in automatically categorized based on the subject matter within them. Also, there are many different software that FreshDesk integrates with, which helps our team bring on and incorporate existing products that we currently use.

Cons: Sometimes the connections between certain integrations cause issues and take additional work to make them connect. For example, we had difficulty incorporating our SnapEngage account with FreshDesk; there were errors with the chat transcript not being collected by FreshDesk. We also decided to incorporated SnapEngage because the live chat that FreshDesk offered was not as robust as what was being offered by SnapEngage.

Overall: Benefits of FreshDesk:
Price
Functionality
Integrations
Collaboration
Organization of tickets

Great Helpdesk free of charge

Mar 08, 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: 10.0/10 Not
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Pros: Freshdesk in its basic plan is free to use. Yet it offers many things to do and features, that are more than sufficient for small and most medium sized businesses. Paid plans are fairly priced and offer a lot of flexibility. Like the daypass option, which allows to give access to an additional agent for just a single days. This is way cheaper, than upgrading the plan to support another agent, which might not even be needed every day.

Cons: Freshdesk offers a lot of features in its free plan. Even more functionality in its paid plans. However, in the free plans, there are some interesting features missing. Nothing you can't live with, but some nice to have things.

Great features, excellent customer support, and easy to use!

Jun 01, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I had to find customer support software for our company and looked closely at 5 different products. What I liked about FreshDesk the most was everything. To start they had the most responsive team who answered all of our questions. Second, the product really had all of the features we were looking for - knowledge base, reports, easy to use ticketing process, customer satisfaction surveys etc. Also, where other vendors charged a high price for each feature, many if not all of the features we needed were included in the standard price for FreshDesk. From all of these, what I like the most is how FreshDesk is very easy to use for my team and for our clients.

Cons: What I would like to see is a few more built in reports. But we are happy how we can export data and create additional reports if necessary.

Recommendations to other buyers: I used reviews/Google/references as a starting point to help narrow down a list of vendors. Narrow down the list to no more than 5 vendors. Create a checklist of the features that are most important to you, e.g. Customer Service, Ease of Use, Knowledge Base, Price etc., and then check the list. Request a demo from each vendor and take good notes.Then start a free trial where you can test the product for yourself (I would invite one colleague to help you test). Write down your questions and follow up with your contact for each vendor. When you narrow the list down to 2-3 vendors meet with your team and present each product to get their feedback. At this point you will have a good idea who you will choose.

Capterra-loader

ITSM Expert, member of Partner Reseller

Mar 19, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: With an easy to use inteface, lets the organization covers the main taks on the Customer Support side. Excellent starting point for those companies with small budgets to invest on this kind of applications. With interesting features like chat, email, mobile app, and with native integration with social media networks. Available from a starting plan (Sprout) for free , and with other suscriptions plans (Blossom, Garden, and State) that's fits the organizations needs. Can be integrated with other products of Freshwork like Freshsales, to expand the CRM support.

Cons: Since the application is really easy to setup and configure, the organizations start using the Sprout version, but when they needs more features some of them are only available in the paid plans.

Overall: Excellent option for those organization that are in the process to implement Customer Support applications with a small budget. With a cloud based deployment can deploy this application quickly saving time and money.

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
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Extremely
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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

Capterra-loader

Excellent to offer customers a first quality support service.

Jun 26, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Fresh desk gives you the opportunity to offer your clients a very complete service for technical service or requests for a project that you are doing, the system is very complete, works with tickets that each client with permission can send by email or directly from the application, this is saved in the application and arrives in the inbox of the solutions for your team, this avoids that your customer's requests are ignored, you can give full support and have control of the progress on the requests , know how long it takes for your team to complete them and, thus, is a fundamental tool if you want to offer a first class service.

Cons: You must frame well when the client sends these tickets and under what circumstances, because if you have a customer without control you can fill the application tray with infinite tickets that have no meaning or that were already scheduled, you have to be very careful with this.

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
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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.

Capterra-loader

VIPKID Teacher Loving Freshdesk!

Jun 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
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Extremely
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Pros: As an online ESL teacher, I use Freshdesk daily to communicate with home office in China. I also use it to read and write discussion posts with fellow teachers. It is vital to my success for this job! The search feature is my favorite as I can search in any past discussion post or FAQ.

Cons: When I log into Freshdesk on my mobile internet (apple safari from iPhone), I am unable to view my past messages to customer service. Sometimes when I am not at home, I like to check or create a ticket to submit for my work and am unable to. This may have been a glitch.

Overall: I love using Freshdesk to communicate with home office in China for my job. Also, it is a great way to communicate with fellow teachers around the country/world. We share ideas and contribute to discussion posts to help grow our community for the better.

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.

We are very pleased with work of Freshdesk

Apr 04, 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
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Pros: This product is fairly easy to configure and full of lots of useful features that help us manage and resolve customer contacts. Freshdesk is a great user support service that allows tickets to be created through e-mail, web forms, social media, and other avenues. Tickets are assignable to agents based on content and criteria as well as easily transferable to other agents and queues. Setup with Freshdesk is very simple. Freshies has multiple help articles to get you started with everything you need. Also, if you are migrating from other help desk systems they have integration options available.

Cons: There isn't much that I dislike, but I have to bring up the content management part of Freshdesk does need improvement for what we do in our company. Also, maybe we can say that the reporting section is a little bit light and we can't ask everything we need to be really performant.

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.

Capterra-loader

Great product with a lot of features

Jul 09, 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: 8.0/10 Not
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Pros: There is a lot of features even in the free version.
The product is quite easy to use for our teams and to manage.
There is a lot of options to automate the system and help us daily.
The support is fast and competent.

Cons: There should be a way to buy some more features without going to an other pricing plan as the pricing can be very different between all the plans and the cost at the end can be quite high when you have a lot of peoples to have only one or two features.

Overall: Our support teams have increased the response and quality rates.
We have a better view of our customers problems and of our support lines.

Capterra-loader

great all around support based CRM

Mar 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Flexibility and ease of use when it came to setup and adjusting to whatever level of support WE want to offer and how. Adjustment of SLAs and thresholds is easy.

Cons: Support is a little unavailable and heavily scripted. Frequency of updates is strong but alerts to those updates is NOT. Monthly hiccups and glitches we are told is not on FreshDesk's side only to later find out they rolled out a development which caused the error.

Ability to update and adjust some metrics is marginal.

Overall: Great CRM with lots of options and flexibility, marginal customer support. Could have better adjustment of SLAs and metrics.

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

I use Freshdesk everyday to keep track of and complete a wide array of different tasks for clients.

Feb 06, 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: 10.0/10 Not
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Pros: I like the features designed to make sorting different tasks from my clients easier. The "Scenario" feature allows me to efficiently sort all my different tasks from numerous clients. Without this feature, I'd have to spend much more time organizing my work each morning.

Cons: While I am quite comfortable with Freshdesk, I have found that my clients sometimes have a hard time navigating the software. It could be a little more user-friendly for beginners.

Overall: This software has allowed me to organize my work effectively, and ensure that all my clients get their tasks done accurately, and on time.

Capterra-loader

An indispensable tool in my business

Jul 13, 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: 10.0/10 Not
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Pros: Powerful functionality, easy to use, superb support and affordable. The software provides a professional representation of my business and ensures happy clients as all issues and requirements can be handled efficiently without ever dropping's the ball

Cons: One or two minor areas that could be more intuitive but certain these will be attended to. Eg is selection of from/to periods. Find the mobile application to not be that good or comfortable to use.

Overall: Enables me to be effective in my business and ensures satisfied clients. Provides me with full control and visibility of ticketing status.

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
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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.

Capterra-loader

Good product... less than stellar support

Feb 07, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Pros: All our helpdesk tickets come into FD and we run our consulting business with those tickets. The email integration is great. The automation is good. The ability to configure the product for our specific needs is excellent. All in all, it's been a good investment for us because it gives us the ability to serve thousands of customer requests annually.

Cons: Support is slow and largely ineffective. When a ticket gets a long thread of email, more than about 50 messages, it really bogs down the browser. Product doesn't get much in the way of upgrades.

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
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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.

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
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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.

Whenever I submit a ticket, I get a response within a couple of hours, if not sooner.

Jul 10, 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
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Pros: Ease of use, customization options. Customer support has resolved each of my issues/questions within a day. All the functions are pretty easy to understand and explain to others

Cons: Sometimes I wish there was an option to not accept an update. There are a lot of functions in Freshdesk, which we like, but we also spent a lot of time setting them up to our needs.

Overall: It's our main customer support portal, so it's the key to everything in our business. It goes without saying that a bad customer ticketing system would kill our production, efficiency, and ultimately our sales renewals.

Capterra-loader

Easy, intuitive and a delight to use.

Feb 01, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I personally use Freshdesk at work as level 3 agent (just the most hard support) and I love to use it, The interface is intuitive easy to use and foolproof. Love the rationalization for your Company. Tickets are made automatically by incoming emails from clients, lots of perks.

Cons: They only thing I don't love is that it has a free level: Sprout, then first paid level Blossom, then Garden and State, Blossom is just too basic, garden is just basic +, the wonderful level is State but cost per agent per month and become a little steep, still cheaper than SalesForce, etc. but from Basic level to sweet level he difference is much, It will wonderful if the State level would cost in that price range much companies will use it.

Overall: Easy to control and manage my company support team, having statistics, reports and visually overview of how good are we attending our post sales costumers.

A cloud-based helpdesk software that streamlines customer support.

Mar 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
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Pros: I have consulted with 3 small to medium size companies to help manage the implementation process for this software. I have really enjoyed working with the support team over at Freskdesk. They are always helpful and fast to respond. What I love about this software is that Freshdesk is a cloud-based software that easily integrates into several subsystems and provides the flexibility to use it in several channels. this product also has a special mobile application that is userfriendly and very convenient.

Cons: The only thing I am not fond of is the pricing. It can be a little pricey for smaller businesses.

Advice from a customer service manager.

Jul 11, 2017
4/5
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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Comments: There's nothing else I would add at this point.

Pros: Tickets and private notes have been vital to my support team because it keeps every rep in the loop.

Cons: Needing apps for features that should be included in the software, such as VOIP, because it's just an additional cost. I would prefer a one stop shop experience. Also, I was initially excited about the Arcade because I frequently have support driven contests. The Arcade does not factor in my particular needs in that it's limited to publishing solutions, resolving tickets, and engaging the community. If there was an option to build a quest without the three features in mind, it would open up more opportunities to use the option as I imagine developers intended.

Perfect for small teams!

Jul 02, 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
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Pros: Notice 5 stars on everything - there's a reason. The quality is great - it works as it should. It's easy enough to train new customer service reps. As far as features - there are plenty we don't even use (or are missing!) Customer service is top notch and only an email away. Lastly its hardly noticeable on the budget.

Cons: The only thing I would change is the interface seems a little dated. With that its still easy to use and accessible

Overall: Organizes all the companies incoming email traffic so it can be answered by the appropriate rep.

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
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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.

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

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
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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.

One of the best help desk platforms out there, but with its quirks

Jun 17, 2018
4/5
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
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Pros: Incredibly affordable help desk system with an abundance of features and tools. Integrates almost flawlessly with the Freshworks platform to add calling, live chat, and an entire suite of apps.

Cons: Way too buggy. Out of all the tools our company uses, employees ask for help with Freshdesk most frequently. It is quite too often where a feature stops working, acts funky, or we get a case where we need to delete cache/cookies/history. Not a great tool for someone who doesn't know how to troubleshoot.

Capterra-loader

A valid work friend!

Oct 13, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: A complete service desk portal, accessible to customer (if authorized) and agent.
The solutions are a very useful knowledge repository with public section and internal section.
The canned responses speed up and standardize the response to customer.
Collect all contact and tickets from a company makes Freshdesk a little CRM

Cons: Sometime a customer reply create a new ticket. The merge function creates many automatic notes that make the ticket reading difficult.

Overall: History of contacts with customer

Capterra-loader

Take your business to another level in terms of marketing

Mar 06, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Freshdesk is an excellent service that allows you to take your business to a higher level, it is marketing, but what I like the most is its way of joining new technologies with new ones, since it takes care of your customers both by phone and mail, as by social networks, thus joining the two types of customers, those of the old and the new school, also giving the ability of interactivity to the clients within the application, allowing them to create entries among other things, it is very complete and functional.

Cons: Account with the disadvantage of the services of the nuve, that without connection to Internet does not work and disconnects you totally from your clients, besides that your technical service sometimes presents delays that make you lose essential time for the business.

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

Outstanding! FreshWorks make the Dream Work...

Jul 03, 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
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Pros: Ease of design and custom features. Support is fast and efficient. Integration with our Exchange environment has made retrieval of support requests much quicker which makes for happier customers. All members of support team and other departments can easily corroborate on a single or multiple requests by clients. Best support Bang for the Buck!

Cons: Would like to see better integration with API and HubSpot. Currently no way to auto populate summary into HubSpot contacts..

Capterra-loader

Overall it is a great ticketing software. It has good integration and the work flow is fluid.

Jun 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
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Pros: Needless to say we are extremely satisfied with the results. I would be lost without Freshdesk. It's exactly what I've been looking for. I don't always clap, but when I do, it's because of Freshdesk. The CRM integration imports contacts directly from our CRM system for easy access to customer information.

Cons: When configuring some of the deeper customization features, it can sometimes be tricky to find the setting for what you are trying to configure. There is a bit of a curve to familiarize yourself with the system which is to be expected but it's not always intuitive.

Overall: Great ticketing while providing fast and consistent customer service.

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.

We really like this ticket system! Very good support also!

Jul 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
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Pros: Freshdesk is a very good ticket system and it is very reliable! They have very customer support! We have been using this software since 2014 and we are very satisfied!

Cons: The format pages for email could be a little bit better in the display on the site. Sometimes the copy/paste from other software to the webpage of Freshdesk doesn't display properly.

Overall: This a ticket system that give us the ability to be organized in our request from clients and to make sure every one is taking care of. Very reliable system!

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.

Capterra-loader

A nice helpdesk software which leads the agent to perform more efficiently.

Jul 10, 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
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Pros: 1. auto-ticket generation through email.
2. Support your customers through the social media like facebook twitter.
3. Giving suggestion when people try to search any faq or even when a user tries to create a new ticket.

Cons: in the free version, the user doesn't have an option to create a form to get tickets by the embedding it to his different domains or sites.

Overall: 1. Quick resolution of any query on time.
2. assigning a particular key area ticket to the specific agent or people.
3. Automation option which sends auto mail on any updates on tickets.
4. Generation tickets through the email option.
5. The whole conversation of any query is same mail and have a unique ticket no.
6. Make easy to answer on a phone call regarding the status of tickets.
7. Customers can also see the status itself.
8. Knowledgebase features with lost of folders type structure.

Nice for 7-8 member team.

Jan 30, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It has made life simple. It is very easy to navigate and we use with a number of options to suite most business requirements. Freshdesk is also reasonably priced, which makes it a cost-effective tool for businesses like ours. It supports third-party integration by which it is possible to connect with the many popular social media channels and CRM solutions. The support team is also very responsive, knowledgeable and helpful.

Cons: Some support people do tend to neglect small issues. The support could have been made better. The reports the software products are basic and there can be improvement in terms of providing adminis some analysis of the data.

Overall: The reports are very clean and the navigation and customisation are very handy when we are concerned for the clients.

We made Freshdesk a core contributor to our tech stack and haven't looked back!

Jul 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
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Pros: Freshdesk is intuitive, easy to use, and facilitates a smooth interaction with our customers. They have plenty of 3rd party extensions and even have a web-app Freshchat that we recently integrated on our site. Their customer service is top notch as well!

Cons: They have a lot connections to external services, but would like to see some more robust connections so that we can not only connect, but filter by the data from those 3rd party apps.

The best way the make a good relationship with your clients

Jan 20, 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
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Comments: Freshdesk offers a best way to manage your clients requirements, you have to try and notice all the possibilities you have to solve the buyers request and many way to solve the problem, the possibility to use trought Android and iOS bring the opportunity to solve the problem anywhere and anytime.

Pros: This app offer the best way to manage your clients efficiently, with this app you can offer online support with all the tools that you need to get a perfect communication with your clients, including email, chat messengers, and social networks like Twitter and Facebook, and have the options to do the support through phone calls. One of the biggest advatages of this app it is the possibility to work through iOS and Android, in this way you can do the support and manage your account in some many devices in only one time.

Cons: Like others apps of support you have to pin up your need in a very specific way, if you do not do that you can be ovwewhelming with the big quantity of request, in this way yoy have to pin up also the way that it be more easier for you to respond to your clients, selecting the one that fixed on your needs and possibilities.

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
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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.

Single Platform for all Support Channels

Mar 25, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Does a great job of assisting with the consolidation of support tickets from multiple sources to a single source. The core UI for logging and responding to tickets has been drastically improved in the last 2 months. Ample features on the free plan are appealing.

Cons: While the UI of the core ticketing system in easy to use, that of the admin panel and other configurations is certainly more complex and has a steep learning curve. The pricing is a bit prohibitive (especially for early-stage companies) if one opts for a paid plan as it operates on a per agent per month pricing model.

Fantastic helpdesk, used by two departments in my org

Mar 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This is a simple to use, yet robust helpdesk platform that we currently utilize in two different departments within my org (IT and Maintenance), to make ticket creation and management simple. I also use this as an example when other helpdesk vendors ask me what it would take to get my business - if they can't at least match the features and price, there's no reason to have that discussion. We're customers of both the free and paid version (two separate helpdesks in use), but the introduction of both within my organization have been overwhelmingly received as positive, and our maintenance department sings its praises almost daily.

Pros: Simple, fast, robust, it's got it all and then some. The per-agent license price is good if the free version doesn't meet your needs, and the interface is incredibly simple for end users.

Cons: I wish there was a little more ability to edit things like the ticket creation form, where I could put a line of text above a field to help explain what is needed (something like, "please be detailed in your description", or "use your business email address"), but I expect that will be coming at some point.

Effective tools for handling support issues

Jul 02, 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
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Pros: It's easy to use and very intuitive. We have had very few issues with the functionality and requires minimal training for both customers and agents.

Cons: We really could use an effective tool for reporting and analyzing the solutions that have been entered. They can get "old and crusty" or outdated but it's not easy to identify those. Reporting on who, what, where, when for solutions would be a good tool to have.

Freshdesk is an incredibly capable and easy to use platform.

Jun 27, 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
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Pros: I like Freshdesk Mint the most. This is something I encouraged our entire team to adopt here at Lovense. Within the coming months, everyone doing CS on our team will be switched into the new Mint experience. I love the layout and appearance compared to the older version of Freshdesk. Your blog posts and content related to CS best practices have been incredibly valuable as well. I especially enjoy reading interviews with other CS managers from notable organizations, because while I have done lots of CS in my life, it has been mostly face to face, rather than on the tech scene.

Cons: There are a few little glitches or bugs in the new Mint experience. Sometimes when you hover over a ticket, the window that pops up will not go away until you refresh the page. Sometimes when you insert a canned response, some sort of formatting issue will not allow spaces to be deleted. It is easy enough to work around these things, but they are inconvenient.

Overall: An easy way to interact with customers and respond to contacts from them across a wide variety of platforms like email, Facebook, and Twitter.

Excellent and easy to use.

Mar 20, 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
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Pros: Ease of use, simplicity. Was very easy to setup and configure. Using a email address for the helpdesk is so much easier than have customers use the portal.

Cons: With e new Interface, the merge feature is not so easy to use or figure out. When setting resolved, after a few days the software changes resolved to Closed.

Overall: Tracking problems and setting priorities. Allows the ability to pinpoint the more problem issues around the organisation.

Capterra-loader

Excellent customer service tool

Apr 02, 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: 10.0/10 Not
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Pros: You can sign up to three agents at no cost and link them using a common email address, making this the perfect system for customer service. It's easy to assign tickets to agents, create canned responses and report on progress.

Cons: Freshdesk could improve the way it handles spam or bot emails. There should be a way to remove these from the inbox so agents don't have to spend time closing/resolving them.

I work for a health clinic, it helped us organize our organization and reach out to more people

Mar 05, 2018
4/5
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
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Pros: i can organize my tickets according to what needs to be done first and close it when it's done. It also helped that i can set up that someone can see all tickets to be able to see what's getting done.

Cons: When I save an Email address it automatically sends an email when I reply. even all i wanted was to add a note to myself.

Overall: It helped us grow from being small and unorganized to big organization with a hand on everything!

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?

Great experience. Very response and to the point in terms of answering my question.

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

Pros: Fast and easy to manage. It helps me keep organized with tagging the status of the ticket. Great tracking results and clear in terms of which tickets are opened and for how long.

Cons: When someone responds to a closed ticket it can cause confusion. However, the split feature is a nice resolution to this. Also, if there are multiple support email address on a ticket, it creates multiple tickets.

Freshdesk Helps Us to Never forget a client

Nov 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Using the automation setups we never forget clients (tickets reopen after x days depending on their Priority) Passing a client onto another go worker is one click away The private notes between emails with clients is a life & time saver

Cons: Getting hold of customer support can sometimes be tricky. They offer great help but sometimes with a language barrier with more advanced requests

Simplification of client support tickets

Jul 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: 9.0/10 Not
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Pros: -Freshdesk is easy to use and has the ability to add custom fields to meet your specific needs. -Great Client portal and ability to provide the clients with access to their tickets or a complete list of tickets submitted by their company.
-Integrations for other commonly used apps to further your connections/productivity internally with Dev teams (GitHub).
-Responsive and helpful customer support

Cons: -The ticket export needs to have the ability to save the selections of options. This would be great for repetitive reports.
-

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.

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
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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.

Amazing helpdesk software with a lot of features to manage your customer service experience at best

Jul 03, 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
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Pros: Layout and colour are good for the eyes, tools such as canned responses and solutions. Really good for managing tickets in terms of prioritising.

Cons: Couldn't find anything yet to dislike so far. Since I've been using it they've made a lot of improvements in terms of efficiency.

Overall: Bring your customer service experience to a higher level. Prioritising your tickets really well. Very secure and easy friendly to use.

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
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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

Freshdesk is a great tool for support but needs to be differentiated from ITIL based tools.

Jul 13, 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: 7.0/10 Not
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Pros: Intuitive, ease of use. It has an API, which allows you to fetch information from the system. You can have different views based on groups. Filtering and sorting information . Reports / Charts which talks about current status of tickets. Data analysis.

Cons: Need more of ITIL based as it involves service request, change management, problem management etc...

Overall: Insights of tickets

This software has helped us keep track of customer communications and has also helped us stay on tas

Jun 26, 2018
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: One stop shop for all customer communications. Also, being able to keep track of an agents tasks with clients is a plus.

Cons: Sometimes the ticket closing gets a little dicey for our CS dept. They sometimes need to close and old ticket and it shoots out an email even if we don't want it to. To be able to close a ticket without any communication going out would be a nice feature

Freshdesk is a really intuitive system that is now indispensable to us.

Jul 11, 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
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Pros: Ease of use. Ability to customise/add fields and create our own solutions, even on the most basic version.

Cons: It would be great to be able to remove merge tickets from searches and if we could assign "to do's" to other Agents within the same ticket.

Overall: Helps us manage our workload. Our processes are constantly being developed, and Freshdesk gives us the scope and flexibility to keep increasing our efficiencies.

Ticketing softwares come a dime a dozen, Freshworks stands above the rest bringing new life to work.

Mar 27, 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
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Pros: Freshworks is an amazing software, bringing a new look and feel to ticketing. I really like the way in which the users are able to link tickets and merging them ensuring that there are no duplicated across the database. There is also the real time reporting which makes compiling and cross-checking data very easy.

Cons: The software can be a bit tedious to use, and also there is a sort of a learning curve to this which can be over come with practice and training. Freshworks also can be a tad slow because of the cloud based platform which it runs from.

Overall: Its provided me with a proper format to which tickets can be logged. A new look at what is needed in a ticketing system and how much it can benefit a company.

Capterra-loader

Easy to use product, quick support, good value

Jul 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
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Pros: Fresh Desk is easy to use but still has the features that we need. For a fairly small team, having a product that is simple but still does what we want is important. The online chat support has always been quick and helpful. The product is a good value.

Cons: They have different license levels based on your needs, it might be nice to be able to choose specific functions to add to your license cheaply without needing to upgrade to the next level.

Overall: Easy to use for tech team and for end users. Supports SAML for easy logons by users.

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
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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.

Freshdesk has a CRM that works well for the price.

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

Pros: The system can be configured to send automatic communication based on different custom scenarios. This keeps my agents from having to spend their day continuously "watching" for a customer response.

Cons: You are unable to link multiple customers to the same issue. Also the filtering ability for our customers is very limited, so we do a lot of reporting for them.

Capterra-loader

Essential and easy to use tool that keeps fast-paced support environments under control.

Jul 12, 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: 9.0/10 Not
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Pros: - User-friendly graphic interface;
- Good integration with third-party applications;
- Interesting scenario automation features;

Cons: - Software has occasional difficulty in keeping unique ticket threads merged and creates separate tickets instead;

Overall: It makes my job so much easier that it has become an essential tool. I can keep track and coordinate with whole team through just a few clicks.

Use FreshDesk for support cases for small software company

Jul 20, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: I think they are trying to make improvements on a regular basis so that is encouraging.

Pros: The interface is clean and not cluttered. LOVED the ability to create Pivotal Tracker stories directly from the Freshdesk case!

Cons: The search functionality didn't work the best and the report capabilities were lacking. It was a bit difficult to get metrics out in reports, at least the kind we needed.