Who Uses This Software?

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


Average Ratings

918 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!


Capterra-loader

Far better than the rest!

Aug 28, 2018
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: The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface.

Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.

Cons: Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner.

I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software.

That way, an agent can further manually review the Spam tickets and deal with them accordingly.

Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically.

Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category.

That way, an agent can get rid of unwanted contacts.

Overall: I have tried and worked with various competing helpdesk software's (both SaaS and Self Hosted), but Freshdesk is simply amazing and outstanding.

I was up and running in less than 2-3 minutes. Yes, you heard it right, less than 2-3 minutes.

Capterra-loader

Really good & well designed helpdesk software - I checked almost all of them and chose Freshdesk.

Jul 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: I'm tech manager in a growing online business and our support team is currently 3 agents. We needed to transition our support flow from mostly shared email support to something more efficient and I was the one to explore and choose the tech solution that we would implement - I chose Freshdesk. Here is why:

The User Experience is very very well designed. I looked into ZenDesk, ZohoDesk, Desk.com, Kayako, Cayzu and others and they were all about the same price however Freshdesk stands out for the ease of use by far. Desk.com was the second-best design however it was quite bland. Freshdesk was surprisingly easy to understand for the less technically inclined people in my team and that is a win.

Freshdesk is full of features and while there are many we won't use in the foreseeable future there were enough really useful ones in the first paid plan [Blossom] that we felt comfortable justifying this expense for 3 agents and eventually 4.

The ease of use of these features especially compared to shared mail made us buy into Freshesk:

'Group', 'assigned to', 'Tags', ' Dispatcher' , ' Observer'. We found how to automate all of them.

I had EXCELLENT tech support to customize the ticket fields and widgets; we needed API calls and Webhooks used to fit the workflow to our preferred implementation and really the tech person knew his job, was always patient and knew what to suggest and how to help me configure Freshdesk above and beyond what I expected.

Cons: The time before we became paying Freshdesk customers is the one place where I feel there is a need for more care. Once we are paying clients however the service is really good. Here are my main points for them to work on:

1. Please, we don't want to feel even the slightest pressure to buy into Freshdesk: we are a slow-moving company tech-wise and we needed more time to try all the features without having our trial deleted.

The free trial is 21 days. We did receive one full extension and part of another and our assigned agent was as patient as she could about our slow pace; however I had the impression that behind her she maybe was pressured to ' close the sale ' . I felt pressured to go faster than our time budget was allowing to fully explore in depth Freshdesk.

2. That agent was also somewhat slow at first to answer to some questions I had before committing to a paid plan.

3. While I was exploring the whole feature set of Freskdesk I felt that she was not sufficiently able to help me understand why the first paid plan would be better for us than the free plan. I had made a list of features I wanted more info about and even on a live call I would have liked for her to be able to go deeper with me in my understanding of Freshdesk at that time. I felt she was mostly reading the same feature-sheet as me.

4. So we committed to Freshdesk a bit before being fully ready however by then I knew that there were more than enough paid features for us to make the jump.

Overall: Much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc. Looking forward to integrate the telephony also :-)

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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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.

Fresh Desk Ticketing System

Sep 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Adding more than one email to get tickets for different teams .

Observer work like your automated supervisor or a bot that don't let the ball dropped.

Dispatcher doesn't let your tickets go out of work flow .

Scenario automator saves a lot of time that takes to take defined set of action for certain type of tickets.

Observer is life saver not only to segregate tickets but defining a definition to it.

Cons: If you edit client Name in ticket field, you will lose track of all previous ticket for that particular client, lets say if you want to change the name of client for any reason, and if you do without noting all tickets for that client then you will no longer be able to filter all those tickets after changing the name.

Deleting agent will make all user tickets as orphan. I think its being fixed in new release and agent become user upon deleting it.

You can't automate certain things like notifying agent or making him watcher if one who is not cced on ticket want to add something to it, you have to fwd him the ticket first.

It has limited user control like You can't hide customer information from certain level of users. If you don't wan't him to login from any other places other then office, you can't do this with basic plan.

Overall: Support is awesome and try to mimic every scenario that you have to fix your problem.

Certain features lac the ability to integrate it with other third party ticketing system.

Its good for small-medium level enterprises and fulfills all the basic requirement of ticketing system.

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.

Prompt customer service thorough advice plethora of features easy to use excellent product

Jul 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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Pros: Easy to set up and use tons of features and integrations helpful across the company excellent support customizable branding possibilities admin features are great for customers to give them the best customer service experience possible using this software I researched many other software for our company before deciding on this one being the best choice we have used it for years and will continue to use it there is a mobile app that is easy to use there is a chat feature and great reporting capabilities it is so convenient to add another support agent to the portal to update your plan if you have the authorization there are commenting features to single out those gold nuggets of a convo and show your other agent and have them take a look you can add columns so you can see a preview of more than just contact and subject you can hover over a ticket to see the last reponse there are so many possibilities and I highly recommend any company looking for a support portal and knowledgebase for their company to choose Freshworks you will not regret it and the price is right

Cons: the only thing I would change is having the ability to customize the dashboard but everything else is perfect

Overall: I benefit price wise and usability factors great features helpful with customer service great experience with Freshworks support on any question I have and always get a thorough response our company has used this for years and will continue to do so

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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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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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

Capterra-loader

Freshdesk from Freshworks - Perfect for my one man I.T helpdesk needs.

Jul 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I am a I.T jack of multi trades for my company. One of those roles is the sole contact for Internal technical support. I came across Freshdesk 3 years ago and have loved it ever since.

My favorite feature of Freshdesk initially was the customization options for tickets.

It allowed me to tailor the ticket template to exactly what worked for me.

I was also able to adjust the remainder of the admin settings to make Freshdesk work exactly how I needed it to for how I logged tickets with my organization.

Freshdesk also has several great features that I don't use personally but I think would be very beneficial to larger teams , etc.

I looked at several leading solutions before deciding on Freshdesk but they required me to follow a mandatory process / workflow or their customization options were limited.

Freshdesk surprised me with all it was packed with.

I haven't had to contact Freshdesk support on many occasions over the past 3 years but they were always fast and friendly when I did require some help.

Cons: I can't think of any cons really.

The service is always available when I need it and always works.

I highly recommend giving Freshdesk a shot if you are shopping for a ticketing solution.

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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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.

Robust Customer Support Management at the best price

Sep 20, 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: After looking at several Support service providers (Zendesk, Salesfoce Desk to name a few). Feature for feature Freshdesk is one the most robust, if not the most robust service, particularly when used in conjunction with Freshworks services like Freshchat. the icing on the cake however is the pricing, the next closest competitor is almost double the price for substantially less features than we have with freshdesk and Freshchat combined.

It terms of usage, we have found it easy to work with, easy to customize (except for themeing - addressed in the cons), and easy to integrate into our applicatons and workflows. they have a great mobile app for support on the go and another app for Freshchat to engagee with customers and problems in realtime.

Their support team has been extrmely responsive whenever called upon. Great product

Cons: 1. They lack a robust selection of themes to customize the look and feel of your support portal. Even though customization is a straight forward process once you have your theme files "proeprly" created, creating them and getting the HTML and javascript components to play nice with the support portal functions is another story. I guess this is however by design as they do have some third party vendors available on their theme page who sell Freshdesk themes (plan on spending about $600 for a decent theme).

It would be nice of they had better clear documentation on creating themes for each view and maybe an smart or WSISYG editor which checks for errors.

2. Better information on integrating freshdesk for ecommerce use cases where order disputes along with order details can be pushed to freshdesk to create a ticket.

Overall: Great. Great. Great. No complaints thus far, save for the slight irritations noted above

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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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.

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 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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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.

The customer service solution for everybody

Aug 27, 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: There is a plan for each size of company, from free for small companies like us that enjoy a fully functional platform without any cost and with minimal learning curve to very complete multisite, multiteam platform that is not expensive for a huge organisation.

Any other software or solution costs more.

It is fully open for customization and foresees all that you can imagine and more for bringing the best customer support to your clients.

Cons: Nothing worth even mentioning. This software is just perfect. We have found a few limitations and even a bug but the customer service have always promptly answered our queries.

Overall: We are a small company, it took us a afternoon to setup a free plan and a customer support portal. After 3 years all our customers are posting their issues to the portal, we can alternate three people in replying, all issues are kept track of with the entire history (that was getting lost in several email chains with different people before Freshdesk). At the end of the year we get some basic statistics about how good we have been in respecting SLA. We can divide tickets by customer, product, etc. We are evaluating to upgrade because the other plans are still cheap and are much richer of statistics and channels.

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.

freshdesk's great for keeping track of issues and making sure they're dealt with in a timely manner.

Aug 01, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like how the software keeps our team organized; everyone knows their issues to deal with and we don't lose track of anything. It's easy to respond to clients when the email in. Everything is clear and having required fields helps make reporting nice an easy. Overall I've been quite happy with the software and the rapid responses of the support team.

Cons: Some things aren't always easy or intuitive. Like if a client chats in and enters their email wrong then you try to correct it in the contact and business details later to make sure it's associated with the right business and tickets aren't lost you have to just try to merge the contacts but then you have a random email address hanging out etc.

Outbound emails to clients can be tricky since you need to either create a ticket first or send an email and enter the ticket details at the bottom [which is decent and close] but you can't just be in a contact page and hit send email and have it go to that client. Thus you have to copy their email address then go to a new email and paste the email address into the search bar for where it's going. Little things like that just make it a little less intuitive.

Sometimes responses to emails, where multiple people are on the thread will come in as new tickets instead of part of that ticket and you have to merge them.

Overall: Helps us keep track of issues and use metrics for our team.

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.

I am satisfied

Sep 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is very easy to use. I really like the little explanation you have for each point. I also like that it is so easy to assign a ticket to another agent.

I think it's a very good software to keep track on different customer requests and communicate task to your colleagues. I really like the function to record calls. It helps us to check the quality of our service calls.

Cons: I don't like that in the recent helpdesk activity you can still see and open deleted tickets. I also don't like that all Agents can see all tickets. For example we have stuff that is calling customers to confirm bookings. For that they have to use the call functions and they create a ticket after every call. But the other day I found out that actually one of them looked at all our other tickets that came in but were not for him. So it would be great if you could add an option that some agents can only see the tickets they have created or that are assigned to them. I would also like to be able to add contact details to companies.

Overall: We are receiving a lot of request of customers. The customers are sending the requests to the same email address. So often it's not clear for us who of us is responsible for which request. So it happened from time to time that a customer email remained unanswered. It also happens often that different people are responsible for a different stage of a request. Freshdesk is a great solution for these problems. Now one person is responsible for the tickets that are coming in to Freshdesk and assign them then to the right people. Furthermore, we have stuff that is taking care of our service phone, sitting in other countries. Freshdesk helps us to control the quality of they calls and also to communicate with them. So all in all I have a very good experience with Freshdesk.

Capterra-loader

Freshdesk Solution

Aug 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's easy to use, the tech support is very responsive and professional. It keeps getting better and has all the features you can imagine from a ticketing solution. We shopped it and looked at different solutions, but Freshdesk seemed to offer more bang for the buck and it delivers without failing on anything. The solutions portal allows us to submit specific technical knowledge emails and be able to use it as a wiki, that is pricesless for tech support businesses like ours.

Cons: I am personally not crazy about the new interface but our team seems to love it. The reports could get a bit more detailed, but frankly not much bad to say about this solution.

Overall: We are an MSP who works completely off this solution and it has changed our workflow tremendously. The new release has some added features such as scheduling/reminders that has helped us hit the tickets that are time sensitive more efficiently. The customization for rules are very useful and has allowed us to create a workflow that limits manual work.

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.

Very easy to learn how to navigate and use this tool, New Mint UI looks clean and amiable.

Aug 02, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support

Pros: I personally find User Interface (Mint version) is very clean and amiable:

It helps when the UI is refined down to the essentials - what functions I use most, and the places I need to go, are often no more than 1 or 2 clicks away, which is always appreciated. A clean, sharp UI helps save time and removes distractions helping to maintain focus on the task at hand.

The aesthetics for the Mint UI is also very amiable, making use of a simple/soft colour tone - I use Freshdesk daily, so it really helps to find what I look at pleasing.

Cons: The general lack of customisation at the user level:

For example, when updating ticket properties, if I could choose to have certain options in the drop down list highlighted for visibility, or have even better, choose to have some ticket properties defaulted to a certain option, it would save a lot of time.

Another suggestion for customisation would be if I could tag Agents to be of a certain group - From there I could send a private note to the tagged group and it would notify the tagged agents in that group, (instead of adding them to the recipient list 1 by 1).

The small things all count towards the user experience after all

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

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.

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.

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.

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.

Helpdesk for small MSP saved me a LOT of work and even some $$

Sep 21, 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: It is fast, and very familiar to using email like gmail. There are a lot of actions you can take with keyboard shortcuts.

Time tracking and reporting is very simple and clear... this makes billing easier and more likely for me to capture time.

Cons: A lot of addons for the old interface are not supported in the Mint interface, one being Xero, which is very sad.

There seems to be no way to automate the creating of time entries, this I greatly miss from another helpdesk system.

Overall: I have this problem, the grass is always greener, and I jump between service applications a lot. I have used and left freshdesk a couple times, hoping something would be the be-all-end-all to make my life easier. In the end I always come back to Freshdesk and pickup where I left off, and wonder why I left in the first place. In the end, Freshdesk does all I NEED it to do, and much of what I WANT it to do, and the gap between need and want shrinks every year.

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.

Capterra-loader

Great software to best manage all the support requests by many customers

Jul 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Love the design of the new interface, very simple and clear.

Good customization of a customer portal, even with the free version.

Ease to automatically create tickets via email and arrange them through customizeable rules.

Good and stable phone feature (old interface), supporting calls to any world prefix.

Cons: Switching from the old phone support to the new Freshphone feature doesn't guarantee you the same features while keeping the same paid plan.

Have had problems with the internal antispam filter which seems a bit too aggressive in some cases, neglecting emails from very active customers.

Overall: With two instances of the products, we as consulting company currently manage about 50 customers all over the US and Europe. Customers are very satisfied to use the software as users, having their issues and resolutions all in one place, and easily trackable.

Really great overall. Highly recommend

Aug 20, 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: It's easy to figure out how to use and allows you to do many different support functionalities. From reactionary email, phone, chat support. To Documentation and supporting multiple products. I would definitely recommend this software to someone else.

Cons: Not crazy about the limited design options you have for the solutions portal. It can be hard to organize and make sense, because it's just a series of folders. Would be cool to see it as a google site or something.

Only other thing that isn't great is that SLA's must be tied to ticket priority. Our team does not use ticket priority as a relevant field in our workflows, so I've had to build a workaround using ticket status to sync the SLA's, priority, and status fields.

Overall: We have a site that is an all-in-one go to resource for our clients. It is easy for them to create an account, sign in through social media, and send tickets to us. We love this software and I would like to clarify that the cons are really small downsides. Definitely recommend using this!

Capterra-loader

The perfection solution to our problem.

Sep 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: Our company sells software as a service to other companies as we build custom products for them. There is a lot of troubleshooting and bug fixing for us to keep track of. Freshdesk enables our clients to communicate with us easily without the hassle of juggling emails and overlapping threads. It allows us to easily dispatch tasks to the rest of our development team in a very easy manner. Our workflow has improved significantly since migrating over to Freshdesk.

Cons: The on boarding process was a bit daunting. From the minute we started using the platform, we knew exactly how we wanted it to be done. However, the complexity made that process rather difficult. Fortunately Freshdesk's support team was able to help us out and smoothen out the process.

Overall: I'm a big fan and I wish we would have started using it to manage client/customer requests sooner. It's one of those tools in your workflow that works for you rather and against you because it's been reliable and ever since it's been configured, I haven't had any issues since. I've recommended it to several other people in my network that have expressed similar difficulties to those I was experiencing prior to leveraging Freshdesk.

Easy managemend of customers ticket

Aug 03, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: With Freshdesk it is easy to manage the relationship with customers. All the communications are sorted in tickets that could be easily organized according to their status (open, waiting on customers, resolved, etc.)

Each customer contact is associated to different tickets: by clicking on it you will be able to see all the tickets previously managed for the contact.

You can also storage standard responses to quickly send them to your customers with losing time repeating fixed arguments.

If you have a problem Freshdesk support will fastly solve it.

Cons: The search field sometimes doesn't work. Find old emails is really difficult if you don't have specific references. Some mails might be not delivered.

Overall: Our overall experience is satisfactory. Although it could always be improved.

FreshDesk has certainly increased our teams ticket tracking and efficiency.

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

Pros: Aside from the core features, I think my favorite feature is the "discussions". On each ticket you can @ a colleague. This will start a chat thread about that ticket. This has been really productive in resolving issues as you don't need to bring anyone up to speed on the ticket or interrupt their current workflow. Just a simple @ and when they get a chance they can look over the ticket and respond.

I would also like to commend FreshDesk support team. They are always quick to answer any questions.

Cons: I really dislike their search feature. In SalesForce we could throw a number, company, name in the search bar and it would quickly find what we are looking for. If search terms or phone numbers are not exact it yields no results. Often I have to search something then quickly hit "view all" to find what I am looking for. I'm not quite sure what the resolution is but the search function is just not great.

It could also be more intuitive. I feel like there are so many tools to streamline oppositions and it without an in-depth dive on each tool, it is hard to understand.

Capterra-loader

In last 3 years Freshdesk has grown with us and helped us to deliver exceptional customer experience

Jul 25, 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: Ticketing system, recent ticket history, reviews and basically the whole solution for email communication. It has helped us keep everything simple and in one place. Everything is connected and organised. No more lost emails or loose ends.

Cons: We would welcome more flexibility with phone calls in freshdesk. The recent history of calls, tickets and agents who dealt with the customer before answering the call would help us greatly to figure the reason why the customer is calling or who has the knowledge of the case and should answer the call.

Overall: The whole solution for a customer care centre. We started as 5 man team and currently have over 40+ employees and Freshdesk helped us along every step of the way. You can basically have everything under one roof and connected. Email communication, online chat, call centre...

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.

A good bit of software (but some room for improvement)

Aug 31, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is simple to use and has good features for automating processes such as assignment. The ability to link with an e-mail account is also very helpful for maintaining records and using a company domain.

Cons: The search function for locating tickets is very basic; only one string of text can be put in and there are no filters available to refine results. There is also no tick box function on results allowing you to search for a specific kind of ticket and delete/close/assign them by searching.

Overall: Freshdesk easily enables employees to share tasks - by department, or more generally - so that it's less necessary for colleagues to decide who they should e-mail and tasks don't need to sit waiting until a specific individual can get to them. It is a very useful system for managing incoming requests and information.

Capterra-loader

Easy Support Ticketing Portal

Aug 25, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: We are using it on our eCommerce portal as well as Tech Support for our Software Product.

Took a trial of a paid plan but realised that even the free version is sufficient for our needs.

Apart from the domain customization and Chat feature, there is pretty much everything you need in a support portal completely free of cost.

We use the feedback widget which is customizable with conditional forming, Tickets and Solutions as FAQ or Knowledgebase for our customers. That's what we need and we get without paying.

Cons: Still using Free edition and happy with whatever they are offering.

Android app is smooth and well integrated all the features apart from having ability to insert solutions (as content) instead of URL.

It makes the support work easier, although it needs to be more adaptable.

Jul 31, 2018
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The base is fine. Sort your emails and pending tasks for a better group organization. And it is very intuitive.

Cons: The administrators of each company should be able to have access to change basic things. For example: I have three helpdesks, of different years and although with the same plan each one is different, it is rare.

Only allows to see the invoices and change the reception mail in the first one. In the others if I need to make a change or download an invoice I have to contact Freshdesk.

Sometimes it is not easy to get answered or solve the problem.

With Android does not work well the page in the mobile for example when updating some field in the tickets.

Overall: To be able to organize group and individual work to give a better support to our clients.

Freshdesk Mint is a great investment

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 Mint:

-Excellent layout, routing process, prioritization, and reporting

-Extensive filtration options to revisit old topics

-We're currently offering 57 independent knowledge-bases to our clients, so this has been a leg up in offering custom, quality, self-service

Cons: Freshdesk Mint:

There are several issues with the message dialog boxes, both within the ticket forums and solutions for the knowledge-base. This can be quite frustrating when trying to move knowledge quickly and the formatting properties of your content are lost:

-Canned responses or Solutions inserted into a ticket lose their formatting properties, whether it's rich text format or plain, . i.e. Images lose their scale, paragraph definitions are lost, the hierarchy of indents/bullets/etc are lost as well

-Copy and Paste does not follow the cursor placement and will often paste at the header or footer of your dialog box

-Numbered bulleting does not appear in client-facing knowledge-base

Hopefully these are just temporary glitches in development

Great for the price and features

Aug 03, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like how i can easily work with a team of support staff and keep everything flowing. We serve a bunch of people each day and it handles it nicely.

Cons: I don¿t like how you can¿t order your tickets by priority. It would be perfect if you had columns of tickets (like cards in Trello) where you could organize cards by priority. The columns horizontally would the status, and the vertical would be the priority order. I shared this with them and their support team didn¿t get it. I finally had to write a user story complete with diagrams captured from my whiteboard and they still just thanked me for my idea and went on.

Overall: It¿s been great. The team works well with the software and we can integrate where we want to with other software we use.

Capterra-loader

Amazing Software for The Cost!

Sep 17, 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: 10.0/10 Not
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Pros: Considering I'm still running a free version of FreshDesk with a sample size of my users to test I'd say the biggest pro is the cost! If you have a small organization then you can easily utilize the free version of FreshDesk to handle all your support ticketing needs. Even once you upgrade to a paid version the cost is still the cheapest I've come across. Also having access to the mobile iPhone app is great!

Cons: One thing I was frustrated with was during the FreshDesk setup. When a user follows the link to your login portal and creates an account it still requires the admin to go into the Contacts and hit the "Send Activation Email" button so they can create a password and move on. My users were confused and it took some extra steps to get setup but I understand from a security standpoint so not just anyone can sign up under your organization.

Overall: No longer am I receiving multiple emails a day from users needing help or asking for tech support. It's all in one place, it's tracked, and solutions can be saved for future use in a knowledge base.

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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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 out of the box product!

Jul 25, 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: The software was very intuitive and easy to set up and learn. We began using this product in response to a re-org which resulted in high turnover in our customer service department. It enabled us to meet our customers needs and eventually realize that the only way to manage all of our relationships was to have a platform where we could see their engagement as well as our performance.

Cons: The customer support is spotty. Some of their own representatives do not appear to adhere to the standards that the company puts forth in their articles about building a support team. Some of the representatives are outstanding, however and seem to have a good understanding of the system and how their customers use it.

Overall: Better visibility of our customer service, better management of our team, more agile in getting new employees trained and connected with our customers.

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.

Freshdesk Mint

Aug 08, 2018
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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Pros: The new experience is much more akin to the Zendesk layout that many of our users are familiar with. The changes seemed to have implemented the best options overall while retaining much of the unique functionality that I've become accustomed to in FD.

Cons: Some of the new tools experience regular bugs, specifically when changing a tickets status when certain rules constrain the options. As an example there is a bug that seems to prevent a ticket with contextual requirements for it's status from being set as pending inside the ticket. However you can still set it as pending while on the main overview menu or ticket list view.

Overall: Overall I really enjoy the tools and the interface. Bugs will likely always exist but the ability to take my work on the road with my mobile phone is extremely valuable. This has my vote for a high level of usability and great built in functionality.

Excellent Platform

Sep 19, 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: 10.0/10 Not
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Pros: Our company truly could not operate without Freshdesk! We rely heavily on Freshdesk to keep communication with our clients/members organized, timely, and efficient. The ease of use across the board is key, and the different features and functions of the program allow us to dive deeper into tracking, reporting, and overall efficiency and growth.

Cons: Our team does not have any complaints when it comes to the Freshdesk software.

Overall: Our business is able to easily manage multiple levels of communication across three different business groups within our company. Freshdesk allows us to easily integrate multiple team members across these different groups which is vital in successfully serving our clients and members.

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

Freshdesk is great!

Sep 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: - Easy to use, both for support reps and for customers.

- The look and feel of the new "mint" interface is great.

- The single-sign-on was super easy to integrate with our SAAS app, I love that our customers don't need a separate account.

Cons: - The mobile UI for support reps needs some work - it's kind of outdated and glitchy

Overall: We've been using Freshdesk for our really small SAAS business for the past few years and have been really happy with the product. Freshdesk helps us ensure that none of our customers' issues EVER slips through the cracks. We're constantly getting feedback from our customers about how great our support is, and while our support reps are awesome, we owe Freshdesk the credit for keeping us organized.

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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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.

One of the best alternatives (top 2) for HelpDesk software

Aug 10, 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: 9.0/10 Not
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Pros: live communication with customers is key and makes a difference in the current market, this tool is superior in this aspect, the automation of processes or tasks is ideal and eliminates excesses of manpower ... The collaborative tools (between internal teams) it's marvelous. The approach given to the SLAs gives a different, practical and effective vision, the management of remote work groups is very good .. the customization and integration is super easy and effective .. the Mobile App is very functional .. I recommend 100%

Cons: There is not much to say against this tool, maybe it is complicated to understand and manage multiple businesses and teams working at the same time (define the workflow and the dashboard), but when you achieve it is the maximum.

My Experience

Aug 13, 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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Pros: The recent activity is a very helpful feature. It allows you to have a quick glance at what tickets are overdue, open, on hold, due today or unassigned. Being able to view this is a massive help. Very informative but very simple in the way it is presented.

Cons: It would be helpful to sort tickets by requester. By doing this, it will enable me to know first hand which requester has which ticket and if any duplicates have been created in doing so. I understand there is a search function, but to have the view in 'My Unresolved' would be quite helpful in organising what needs to be done.

Overall: Overall the experience I have had has always been amazing. They are quick to respond and always willing to help. This gives me great confidence in the software itself knowing I have someone at the other end to help. Keep up the good work

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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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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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.

Great Helpdesk but I dislike limited users

Aug 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Clean and Clear reply to a customer without any delimiter, agent's user profile.

- Helpdesk is very easy to set up compared to ZenDesk

- Helpdesk is much better than Zendesk

Cons: - Limited Users and same cost per user regardless of the different department. For example, In our business, warehouse guys don't talk to customers and they need to communicate on the internal notes on tickets. We want our warehouse/account team to be involved on the Freshdesk for the internal communication. We have 2 support users, 1 account user and 3 warehouse users. What is the point of paying the cost for 6 users when we need 2 support users to communicate to our customers?

- We get an average of 500 tickets per month and we need lots of users. Freshdesk offers unlimited tickets, but limit users. which is opposite to our requirement budget.

- Slow Technical Support, most of the times I get a reply from the tech. support after 5-8 hours and no live chat available.

- eBay is not available on the lower pricing plans but strangely Amazon is available on the lowest pricing plan.

Overall: I have trialled and evaluated all popular helpdesk apps like Freskdesk, Zayanko, Zendesk, Hiver and others I tested all of them with our actual marketplaces and the actual support email address. Freshdesk is the best overall.

Sadly, we don't take up with Freshdesk because of the cost reasons for 2 support users when we need 6 different users. So, we choose another helpdesk for unlimited users and the limited tickets pricing plan.

If you ask me which to choose Zendesk or Freshdesk, I would recommend Freshdesk over Zendesk.

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 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

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.

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.

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

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.

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.

Customer Support for Customer Support

Aug 29, 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 love the flexibility of this product and how it streamlines all of the support queries that come through to our company. The layout and ease of communication between clients and even colleagues makes the job a whole lot easier.

Cons: The customization of emails is very limited, more so to do with the editing of text. However, there are workarounds but I believe this is a feature that can definitely be improved.

Overall: Being able to control support queries and set up rules that allocate them to certain groups is overwhelmingly helpful. This not only saves time but ensures that no query is missed.

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.

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.

Great customer support software

Aug 08, 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: Its a great software. Really help me and my team to deal with the huge volume of emails we were constantly getting from out customers.

The ability to create teams, filters and scenarios is something i really appreciate about this software.

Cons: There are some issues with temporary email bounce back that occurs very rarely. Hoping for a definitive fix for this

Overall: My experience with Freshdesk has been good so far. My team and I have been using it for the past 2 years now. A while back there even an update (Freshdesk Mint) that brought about new UI and some new dashboard functionality. Like it so far.

The best customer support software

Jul 25, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: I like the further integration with programs like Freshsales (CRM) and Freshchat (Chat)

Pros: Keeps track of all the tickets of our team, very accessible and easy to explain to new employees. Integrations with other software are much improved over the years we are using it. We just upgraded our ERP that also had a Ticketing function, but we stick with Freshdesk. Pricing is right.

Cons: The API function has issues, so sometimes the interconnections stop because of too many requests. The new layout (Mint) still has some challenges, but they are taking care of quickly.

Freshdesk Software and Support

Aug 23, 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: Freshdesk's pricing comes in much lower than it's competitors and includes many of the same features.

Cons: Some of the Mint desktop features are not available but are in the classic Freshdesk. However, it's easy to switch back and forth between Mint and classic.

Overall: I opened a ticket with Freshdesk months ago where a feature was not available in the Mint desktop, not a big issue really but I thought they should know. Support had said they were aware of it and were "working on a fix". I didn't expect any reply further and just thought it would be fixed, however, they emailed me later to let me know it had been fixed.

Great customer support product

Jul 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is a well-thought customer support product with easy to use UI for agents, managers and specially customers.

Cons: It would be great having a workflow engine that allows a multi-user process to be triggered by a ticket type. For example our RMA tickets. There are at least 80 steps that need to happen once a ticket is determined to be an RMA. Each step needs to be tracked (who did it, when), some of the steps need to be sequential, some in parallel. I can get into more detail if you contact me.

Overall: Simplicity, visibility of ticket status and agent performance.

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.

Capterra-loader

Intuitive, robust and awesome customer support

Sep 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: 10.0/10 Not
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Pros: It's intuitive: you can set up your own helpdesk in a few clicks and begin to support very quickly.

It's robust: the down times are very, very rare.

The customer support is amazing: they are reactive and very efficient, even when you are on a free plan.

Cons: The new "Mint" version has some lag issues from times to times but nothing too bad.

I find the first plan prices a bit steep for small companies.

Overall: I have been using Freshdesk for 2 very differents businesses and it always delivered. My favorite part is the Customer Support who has always been very efficient.

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.

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.

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.

Our team enjoys working with Freshdesk, and their support team is always quick and happy to help!

Jul 18, 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 think the user interface is easy to understand. Settings are very detailed, automations work great. Reporting is very insightful as well. I always appreciate the customer-centered approach and FD support team's interest to find the best solution for the customer, even if it calls for deeper investigations and creating custom solutions or work-arounds! That makes me confident that if I can't figure something out on Freshdesk, I know that I'll get it sorted when I'll reach out to their Support team.

Cons: We would really appreciate an integration with HubSpot. That would really be the cherry on top!

Additionally, realtime stats on all reports would be great, too.

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.