Who Uses This Software?

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


Average Ratings

1242 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

  • 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
  • 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
  • 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
  • Portfolio Management
  • Resource Management
  • Time & Expense Tracking
  • Traditional Methodologies

Freshdesk Reviews Recently Reviewed!


Great for Support Tasks

Nov 30, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history.

I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD.

I wish they had:

-more options for scenario customization

-more options for keyboard shortcuts/customization

===

They have a decent customer support team that responds relatively quick(within 24 hours).

Cons: Some features from the old FreshDesk didn't transfer to the new FreshDesk mint.

-Text in tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint. I have to literally copy the whole string and create a comment so I can read my client's request.

-I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket.



-CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint.

-Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?

Overall: Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on.

Capterra loader

Freshdesk can help you manage & grow your MSP business

Nov 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.

Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls!

Cons: My only real problem had to do with Notification Alert Sounds. I wanted a way to use different new ticket alert sounds depending upon with the client, priority or assigned to me status so that I could walk away from my workstation and do other work in the computer lab but get a loud sound alert for critical new help desk tickets. A prompt response from the Freshdesk support team let me know that none of the major browsers support custom notification sounds in their API's, so there is no way to implement this at this time. (Hey Google Chrome & Microsoft IE teams: how about custom notification sounds in the next update release? Very useful for advanced users!)

Overall: Freshdesk helped BootUp LLC to get on top of their user help desk support problems, and this NYC-based MSP is now poised to grow its client base by hiring more technical staff and expanding its support offerings. Our collective experience with Freshdesk has been extremely positive, and we recommend it wholeheartedly!

Great tool, even at the lower price tiers

Nov 02, 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: 10.0/10 Not
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Pros: The interface clear and navigable, making it simple to switch from our old ticketing system. It's easy to work together on a single ticket, especially with the ability to create Private Notes visible only to agents. Email templates help speed things up, and time-based rules ensure that tickets don't sit idle too often. Also handy are the apps that allow you to expand some of the functionality or customize features.

While the ticketing features are handy, I've recently started delving into the "Solutions", aka knowledgebase. It's easy to format, and gives you some flexibility with HTML. I think we'll be able to leverage it for some very useful tutorials. In the meantime, we have a single page with a picture from The IT Crowd captioned "Have you tried turning it off and on again?"

Finally, I'd like to give kudos to FreshDesk support. They are very responsive, usually replying within a couple of hours. I don't think we've had a single ticket stay open (waiting for reply) for more than a day. As an example, another organization we support had difficulty getting outgoing email working. FreshDesk's DKIM service wasn't functioning properly, making it impossible for them to send mail from the tool. They identified the issue quickly, and were able to address the underlying technical issues in a satisfactory timeframe. Overall we haven't had many problems, but where we've had them, they got fixed or explained to our satisfaction.

Cons: Unfortunately, some of the explanations from support have been "That's available in a higher price bracket." We're on the "Blossom" level, the first paid tier, and some features that we'd find useful are only available in higher tiers that are cost-prohibitive for our two-person team. It'd be nice to have an a la carte menu to be able to add a few features for a few dollars, rather than nearly doubling our cost. Still, those features are "nice to have", not necessary, and we are functioning quite well despite their absence. I can definitely see how larger teams would benefit from them though, so I don't begrudge the tiers' mere existence.

There are a couple of weird things about the Solutions builder. I wish it was more of a "what you see is what you get" tool, though you do have the ability to preview your drafts before publishing the page. For example, I wanted include some footnotes, using superscript numbers in the text for indexing. This wasn't in the available formatting options, so I used the [much-appreciated] HTML editor. The problem is, the numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course the published page). This makes proofing cumbersome.

Overall: Overall, my gripes are relatively minor, and for the most part have usable workarounds. FreshDesk has proven an invaluable tool for our small team, and I would recommend it to anyone looking for a solid ticketing system. In fact, I already have!

Fresh, Works.

Oct 09, 2018
5/5
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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Comments: get it if you can afford it and have the team to support it. otherwise if you're just one? walk away son,.... you're done.

Pros: If you're looking for something that has just the smallest amount of customizing but is built very polished right out of the box, this is your product. The integration with the suite is nearly flawless, and I gave it a solid 2-month trial to see if it was right for me. The only reason it wasn't is that I'm a solopreneur, and as counterintuitive as it might sound, Freshdesk can easily be run by one person or 500. it's that scalable and built with the intent that a small team could be comprised of 4-10 people, and every single part of the software you can master in two weeks, and yet still find it surprisingly comfortable.

Cons: it's meant for at least a small team. one person by themselves can't run the whole show, which, oddly enough, having 35 more pieces of software, you can pull off with ZOHO. or at least I can.. I'm entirely into Zoho for the price. I just simply couldn't afford freshdesk's solopreneur pricing. it's not for freelancers, it's for teams... minimum 5 people before you're making full use of the suite which all came from freshdesk. (yes, I'm talking about the suite freshworks as if it was desk... trust me, you don't want just the desk...)... this is a rare case where they pull off a near perfect piece of software, but price out the little guys so that we don't get to play with their toys... but then again, I did say it was only semi-customizable. it's not like caspio or Zoho creator or a number of other CRM suites which have moved well into the low/no code markets by making their own flagship products with their own entry-level builder, just to show what it can do if you actually use it to it's potential.... freshdesk has limited potential, but unlimited freshness, oh.. and it's probably good that they make it unaffordable to the little guys, because this is not entry level software... you HAVE to know about crime and ticketing and VoIP and all that jazz before you touch this. I have about 10 years dealing with CRM's, and they are almost starting to catch up to how I feel they should work... freshdesk, it's an almost. with not much for options to make it my own, even if i cuuld afford it.

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.

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.

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

May 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Our team operates 2 different E-Commerce brands out of Shopify that have gone up in about a year and half. We could not have done it without Freshdesk. To me, it's similar to Shopify in that it is a true example of how building a product based on the user experience, then designing your reporting & data analytic capabilities, can deliver a powerhouse product. Freshdesk is a clean, intuitive experience that multiple Customer Service associates have picked up and been ready to roll with in a day or two. We have fully integrated it with our Shopify site - tickets submitted on our site come through Freshdesk, as does the on-site chat window, ALL social media comments or posts, and our cust service number. As our team member is speaking with or responding to a customer, she has all of the information tied to their order right in front of her, built into the ticket - that's the Shopify integration. We have most recently gotten disciplined about we are using the "tags" feature, which again operates very similarly to how Shopify does. Our service rep now has a list of all tags that should be connected to tickets and what they mean. This makes it super simple for us to run reports on common customer complaints, centralize PR inquiries, etc.

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

Very impressed

Dec 12, 2014
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

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

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

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

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

Freshdesk - a "One-Stop Solution" for the "Entire Customer Service" needs of an enterprise

Oct 12, 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: - End to end solution from ticket generation to allocation to follow-up and closure

- Multiple functionalities covering almost the entire range of requirements expected from a Service Desk

- Detailed features within every functionality showcases that a lot of thought has been given while its creation

- Extension across platforms from ticket generation within the firm to widgets which can be used on customer portals to bots which can help in automated replies to general FAQs along with input availability from various social media platforms, no doubt it is a formidable competition to existing players in the space

Cons: - Ticketing form needs to explore more options which are available on competitor form builders (e.g. logic based ticket fields, more than 3 dependent fields, easy automation to generate certain ticket fields basis values in other fields i.e. not just API based automation which involves tech, something which uses automation like dispatcher rules which can be easily implemented by the user itself etc.)

- Addition of more Social Media platforms (currently not comprehensive) and proactive addition of popular Social Media channels as soon as they become popular to not only make it comprehensive but also latest in its offerings driven by the demand of a face changing world

- More options available in the BOT feature for more effective usage so that more automations can be done via it as AI is the future

Overall: I explored Freshdesk quite in-depth and was not only amazed by the availability of multiple features but also the comprehensive of all the available features. Its a commendable effort from the firm. Hope to see more and more features getting added in the future so that it can maintain its position as a one-stop solution for every possible need of a firm w.r.t. customer service.

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.

Good reliable product with good service

Sep 27, 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: Fast, works well, good support, good editor, API for single-sign-on, allowing users of our product to automatically authenticate to our support site without a separate logon.

Cons: Their chat option, FreshChat, is not good because there's no way to indicate when your agents are offline or online, just an indicator of avg response time, allowing people to think you're there to answer a chat when you may have just left.

We would like a few more options for customizing the look and feel of our support site, beyond just choosing colors, but without the need for advanced HTML/CCS - things like fonts, columns, default number of items before "more" etc.

Overall: We've used Freshdesk for a couple of years, making use of the support ticket system, the knowledge base, and forums. The system has been reliable and easy to use. Getting set up and going was simple. The company has made regular updates and improvements. Their editor for creating articles works well, even allowing simple clipboard paste of images/screenshots rather than having to go through an upload process to make them available (unlike Mailchimp). We were nervous about support when it was clear we were getting transferred to an overseas center when we called, but we were pleasantly surprised that each support call was handled quickly, professionally, and in a helpful manner without long hold times. These guys are the exception to the rule in that regard. Conclusion: Good product at fair price from a good company.

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.

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

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

Capterra loader

Best Help Desk System Hands Down

Nov 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: The best part of Freshdesk is that it is web based and they have a great mobile app that complements the software. It makes it extremely easy to have access to tickets at all times. They also have great features like canned responses and group ticket assignment. One of my favorite features is the custom ticket fields that can be created and then sorted in the system to give technicians an in depth view based on data like building/location - room/etc. The other huge advantage is that you can try the software for free with a decent amount of base features to see if it will work in your environment. You can then upgrade at anytime and carry your data over with you should you want to add some of the mid tier features. All around it is the best help desk system I have ever used and I have used just about every other vendor out there.

Cons: The only thing that I dislike about the software is the collision detection being a premium feature on the two highest packages. This should be included on all packages. Other than that though I cannot complain.

Overall: Freshdesk has been an awesome product. It has saved our Technology Department countless hours in documentation and turn around time. It is also easy to setup and get up and running.

A solid product that limits the features on the mid to lower tiers

Oct 08, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: We've been using Freshdesk for about 4 years now and have seen the product grow and improve, as we ourselves have grown and improved. We recently migrated our knowledge base to Freshdesk and have enjoyed the one-stop shop for all things support. It does a good job of integrating the ticketing system with the knowledge base.

Cons: It seems like all of the minor things that we want are always one or two tiers up. While Freshdesk isn't the most expensive solution, it wouldn't make sense for us to go up a tier to get these minor features we are seeking. So it is frustrating that minor features (such as customization in the Solution articles) is only included for the higher tiers when it would benefit all users.

Overall: We use Freshdesk for ticketing, knowledge base, user forums (just getting started with this) and for chat support. Overall, it has been a positive experience. There have been minor issues, as there are with all software, but I have been impressed with the support I have received from Freshdesk in times of need. I wish that they would be less restrictive on the middle tier for customization. Also the URL obfuscation when working on solution articles is incredibly annoying. I came from a Wordpress background and find Wordpress to be a much better experience for managing a knowledge base than Freshdesk.

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 helped us stay on top of our customer requests

Sep 26, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: For the workflow that we follow, the interface is intuitive and easy to use. We can merge tickets easily, find previous communication with the same customer, quickly update the customer's name if the automatic extraction from their email address didn't work so well. I also like that Freshdesk offers a free plan. At first we paid for the service, but then decided that we can do without the extra features for the time being and it was painless to downgrade.

Another thing I like is how tickets can quickly be given a certain status at the same time as replying to the customer.

Cons: Sometimes I didn't find a function that I was looking for in the admin dashboard. I was pretty sure that it exists somewhere, but I didn't find it where I was looking for it.

Overall: Our customer support has improved by using Freshdesk. We have some automation going on and the different methods (channels) by which Freshdesk receives requests, are adequat for us. We frequently use the feature to make private notes on tickets, where we can steer who is notified of the note. This helps us find the right person to be responsible for a ticket. Overall, we don't drop the ball anymore by forgetting to reply to a customer, because the request was more tricky or required more insight, and was thus postponed at first.

Capterra loader

Excellent service for managing and monitoring customer support and engagement

Nov 12, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Ticketing system is absolutely the best feature, it's very flexible and allows for break downs of the types of tickets (call in, email, agent, with additional classifications that you can label yourself). This goes even further into reports and analytics when you need to figure out what kind of tickets are you receiving the most about, which can help create effective business and use cases.

Reassigning tickets, the follow ups, monitoring other tickets assigned to other agents automatically because you were tagged in it either by note or by providing a response which is very handy.

The overall cleanliness of the Freshdesk platform is superb.

Cons: only one thing I didn't like is not being able to do batch downloads of files, understandably I was informed that our developers could use the API function to enable batch downloads so at least we have an alternative.

Overall: I am a Front-end developer, and Freshdesk honestly makes it so much easier for me to manage prioritize and delegate a variety of tickets. Being able to track KPIs, and monitor how my team is doing, and keep historical information in one area with a pretty decent search tool. So I am very happy my organization chose to stay with Freshdesk.

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.

Capterra loader

FreshDesk - they've nailed the basics and it's continuing to get better...

Nov 01, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Overall Freshdesk has nailed the UI/UX design and basics of a support system. Most controls are intuitive and the setup is a breeze. I like that contacts are automatically created with each email sent to the mail listener. The API was easy to use (for extracting ticket detail to local reports). The SLA configuration is simple. The flexibility in email notifications and format for the various help desk communication scenarios is very well done. The software does a good job tracking threads and appending to work orders (without the annoying tag in the email subject line). I first used the software in 2016; they were missing parent/child tickets at that time; they've added it.

Cons: 1) I wish the agent collision detection used AI/ML to detect potential duplicate tickets or merge opportunities 2) the main ticket screen does not scale/reformat to larger monitor sizes well. In short, if you like to see a lot of columns, it requires scrolling regardless of screen resolution. 3) several of the built-in ticket fields cannot be removed.

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.

Freshdesk makes the work of our Consumer Support team a dream.

Oct 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: First of all, Freshdesk is simple to set-up. Options from which to choose while setting up a help desk are many, although the product allows for simplicity or detail - we make the choice.

It's intuitive. I liken it to an Apple product; with Freshdesk I'm able to get new agents up and running quickly.

Freshdesk allows us to adapt our helpdesk as we grow and our needs change.

Freshdesk's Product Support team provides fast, thorough answers -- even video clips to ensure we are able to make a process work.

The knowledge base is easy to edit, include video or snips and best of all - searchable.

Reporting is simple to pull metrics -- overall or from a specific client.

Cons: I wish that there was full integration with our VoIp provider - Talkdesk.

Overall: My experience with Freshdesk (4 years) is only positive.

If I have a concern, it's addressed by fast and with grace by Freshdesk's Product Support team.

Freshdesk's commitment to excellence makes our team's job simple in providing excellent customer support to our clients and their customers.

It's good

Nov 06, 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: Freshdesk is reliable. I've never had any issues logging in or having it down. The UI is pretty good. They recently updated it and I like the change (though some people don't). It's also integrated with other apps we use for IP phone and CRM. The CRM integration sounds cool but it's not really much to brag about however ,what's offered is pretty standard among CRM/desk apps.

Cons: The worst part is that lack of a feature to avoid tickets. We use a widget from freshdesk on our contact us page. That allows them to send us an email and when someone types into the subject line of the email, it shows search results to the side. That's a cool feature however it requires an additional click for the user to search the results but no click to send the email. What I want is what's actually on the support site for freshdesk. When you want to email freshdesk a question you use a modified version of the widget but by default they show the search results and require the users to make an additional click to send the email. They don't eat their own dog food. IF they had this then I'd give them 5 stars.

Overall: basic help desk functions like customer service, ticket tracking, logging calls etc.

Fantastic!

Oct 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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Pros: Having used many helpdesk solutions in the past - Freshdesk continues to amaze me with their fantastic customer service and support team. We utilize their Freshchat and Freshdesk solutions and both teams have always been hyper-responsive to any questions we have ranging from configuration to helping us customize our solution to better serve our customers.

Cons: It's not that I really have a problem with it, but when contacting support you have to make sure you are contacting the right support team to work with an issue. We are migrating between their built-in chat in Freshdesk to their standalone product Freshchat - and we have to bounce between the two support teams to make sure the migration goes smoothly. It would be nice if they had a little cross training to help with migrations that affect both products.

Overall: From a customer standpoint - Freshdesk is seamless - it's solutions center and ticketing is easy for the customers to use. We love the canned responses, and features that make our support team be able to respond quickly to customer issues.

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.

You won't go without it if you know how to use it

Nov 07, 2018
5/5
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 have worked with different teams and have always loved using freshdesk. I use freshdesk for multiple projects including a subscription box business that has 50+ team members. And when it comes to managing, collaborating, and assigning tasks within a large team, that's where you will realize the real potential of Freshdesk.

It has some of the best features such as assigning tasks to team members, managing tickets and customer complains, conversion optimization, and more.

The automation feature will save you a ton of time if you use it smartly. For instance, we automate, prioritize, and assign tickets based on agent skills which means agents receive tickets based on their expertise. This needs a bit of initial work to setup but once it is done, you will love it.

The self-service is another amazing feature that lets you let customers help themselves in their preferred language.

Cons: Freshdesk is expensive. It does come with a free plan but you won't be able to get the real feel of the system on the free plan. You will have to switch to a premium plan if you are really interested in helping your customers by solving their problems.

Second, it is a tool for teams. Don't go for freshdesk if you manage and handle your business yourself or if you don't have a team.

Overall: Freshdesk is one heck of a ticketing and support tool that is far better than most of its competitors. If you are looking for clean, effective, and straightforward support tool for your team, go for it.

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
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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

Best in the field - Freshdesk

Nov 27, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 01. Features like Merging allows us to respond to a specific ticket by bringing together all associated tickets.

02. Showing Recent tickets - helps quickly understand what were the previous queries from the customer and how those were sorted.

03. Template/ Canned response - Simplifies the process of responding to frequent queries

04. Segregation/ Grouping of tickets

05. Reporting and admin functionalities - Flexibility to choose plans and add or remove seats as per my requirement

Cons: 01. Need more formal font options

02. Need background template to represent my organisation on emails

03. Whether our emails have been delivered and read by customers - Receipts

04. Lively Templates to acknowledge Kudos/ Commendation should be handy an can be available like canned responses

Overall: Since switching to Freshdesk, there has been no looking around for other options. It has met most of our needs and is a good fit to our business.

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
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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

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!

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

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.