Who Uses This Software?

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


Average Ratings

244 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $19.00/month/user
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    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
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

Freshdesk Reviews Recently Reviewed!

Clean and easy to use

Dec 14, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Very easy to use - So simple that you don't need any training. You can just use it! Very easy to set up. Great analytic tools Very customizable - you can tweak menus and layouts exactly how you want.

Cons: In the past I found the iOS app very frustrating as it had lots of bugs. But they seem to have fixed them all now. The software can be slow at times.

Use it daily, it's quick and easy to get the hang of

Dec 13, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The ease of use does it for me the best, It's easy to adjust to, all the options are readily available.

Cons: The biggest thing for me personally is the little bit of confusion on the way things are integrated. I wish there was an easier way to create two different projects in one log-in

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
Likely
Extremely
Likely

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.

Easy to use and intuitive

Dec 11, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Keep doing what you're doing Freshdesk. You guys have built a great software. I really like how easy, intuitive and customizable the system has been.

Pros: Their support has been phenomenal. They are quick to respond to questions through email. I also like how customizable the system is. It's layouts and menus make it easy to make changes to the helpdesk.

Good help desk software

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

Pros: This one complies with the essentials. A great tool to keep organized your interactions and ticket with your customers.

Cons: There are some things offered by other software and for lowered prices. I have not seen the chat option available for your customers.

It's great for streamlining all of your customer interactions in one place.

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

Pros: I appreciate how I can track all of my customer conversations and collaborate with my team members.

Cons: It would be great if there was an app. There may be one but I'm not sure. That would make this software absolutely perfect!

Freskdesk saves me hours everyday handling ticketing issues with our users

Dec 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love the ease of adding tickets to Freshdesk, and their API. It makes my life so much easier. I like how easy it is for the end user as well.

Cons: I don't like how it looks. I feel like they could have a redesign of their front end and that would help out all of the end users.

Overall: I get the benefits of an easy ticketing system that is easy to use for customer service as well as for the end user.

2a12def2eb3ba946c80a8fd3ba2558b8

A great customer service software with an even better price.

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

Pros: I'd never used customer services software before FreshDesk, so initially all of the moving parts was a bit overwhelming; however, customer support is great, and they provide plenty of options for learning how to use the product. The dashboard is easy to navigate and when working with multiple agents, it's easy to see who is doing what, so that there is no overlap when handling customer service issues. It's also nice to be able to answer emails, blog post comments, see membership signups and payments all in one place. Being able to create reply templates was a huge plus that sped up our response time considerably.

Cons: We had a few issues receiving agent-to-agent notification emails. The search menu was limited, even for basic single-word searches.

Overall: FreshDesk is a great customer service software with an even better price tag.

FreshDesk Experience

Dec 07, 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
Likely
Extremely
Likely

Pros: My team loves how user-friendly the program is. This allowed them to adjust quickly and become fully engaged with using Freshdesk. I loved that I could easily customize it to fit our needs without being on the phone with the Support team for hours. The best part about using this program is that I can easy access my account on my phone by downloading the app.

Cons: There is not a functionality to change the color layout in the agents view. Most of the fields are light grey as opposed to black. This would be one of the features I would suggest them looking into.

It helps our team stay in touch

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

Pros: It's helpful to be able to use this software when there's an ongoing conversation about a technology issue and we want all the info to be in one place!

Cons: The direct line of contact with the IT team is a bit hard to remember at times. I wish there was a way to text or use an app or something.

Does its job, I guess

Dec 05, 2017
3/5
Overall
5 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Value for Money

Comments: It works... for now.

Pros: Our employees like the badges they can get for answering our tickets in a timely manner. You have canned responses you can use.

Cons: Too many emails. I get 3-6 emails per ticket and I go through about 50 tickets a day. Plus the emails I get that I then have to forward in and create a ticket..... Woo. It would be nice if it integrated with our CRM for contact purposes.

RUDE COMPANY EMPLOYEES

Dec 01, 2017
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Great software, Provides all the features you will ever need. They have chat built in with other great automation features

Cons: Rude employees from their support team, They threaten you with legal actions against you and threaten your business

Overall: Nothing

Excellent customer support tool

Nov 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: A very good tool to handle tickets, easy to integrate with other systems. Our company is using the trial version and has accomplished all our expectations.

Cons: I have used other softwares where prices are not that high. It is a good product but should keep in mind that cost might be high depending on your number of licenses.

Overall: One of the best customer service tools.

A72d8a99e9da4d8c4fc00b70c8728974

Easy Ticketing System to Set up

Nov 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I used it with one of my vendors to set up ticketing system for our IT. It was a good way to put in requests and see what is outstanding. It was nice to check in to see the status and what needed to be prioritized. It connects well with the apps you are using like Freshbooks.

Cons: Depending on what stage the ticket is at, the reminders may get annoying and hard to manage. Some stuff could slip through the cracks if the people using it are not dedicated and disciplined.

Good Help desk application

Nov 20, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to use, great thing is that you can integrate it with Google. Very friendly interface, a great tool to support your customers

Cons: Prices are a bit high compare with other apps, but the price is worth it as thie will make you job much easier.

Easy to use

Nov 16, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Entering an issue is easy, straightforward. I get a response very promptly and the issue gets resolved quickly.

Cons: I cant think of any cons except that the appearance should be updated to make things look a lot nicer.

Freshdesk is easy to setup and use, is reasonable value for money

Nov 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: All the features you would expect from a modern cloud hosted helpdesk system. Our customers like the oversight they have of their tickets through the portal.

Cons: The reporting is a bit light, we would like to see this extended. It is slightly more expensive than some of the competition.

Overall: Freshdesk helps us better organise, log and track our customers helpdesk calls, The customers can login to the portal and see the status of all their tickets.

Could use more features

Nov 14, 2017
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: This is your basic helpdesk. If you want just a basic helpdesk with few integrations this product is right for you.

Cons: This product needs to have more communiction pieces as well as asset tracking to workorders. Without it, it is basically just an email inbox.

Works well for a free service. I can't think of anything missing.

Nov 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's free! It's also easy to link up with your email so that if people send to a specified address, it creates a ticket.

Cons: It can be irritating if you don't log in much because all the tickets that you've responded to, in an email possibly, are sitting there waiting for you "overdue".

Reliable software for Customer suport

Nov 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Quick initial response Support understands customers¿ issues Good followup Immediate help offered Kept well informed Knowledgeable team No escalation required Problems get solved Quick resolution Support cares about customers¿ success It¿s easy to use ¿ you can set it up easily and get started in just a couple of minutes. Since the app is web-based, users do not have to undertake the hassle of maintaining a server. They can get regular updates on recent features and functionalities. It is highly flexible and customizable in terms of integration and functionality. The vendor offers reliable technical support and their helpful agents are quick to resolve if you have problems with any function. It stores a large amount of information, including FAQs, which helps new users resolve issues on their own.

Cons: A few users have pointed out some minor issues with the software. For example, the reporting module can be improved and the premium packages can be a bit expensive per agent. But, its high-quality features and benefits means the cost is well worth it.

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
Likely
Extremely
Likely

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

Ce029e6b7f9f36dd6d1206a8ac5d9623

You get what you pay for. This is a great option if you aren't willing to spend money on ticketing

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

Pros: Integrates with Elevio, JIRA, and other software we currently utilize
Allows multiple users form multiple platforms to all stay on the same page when it comes to support tickets
Great way to stay organized, allow customers to submit issues, and track ticket relations so you know exactly what area of your business needs improved

Cons: Not as clean or intuitive as some of the other support and ticketing solutions I've seen. I needed some assistance getting the integrations set up, and can't really rate it as far as support (haven't used it) and the value for money is what it is because it's free!

Outstanding customer support

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

Pros: We love the automation it supports and how much you are able to customize emails sent out to clients. Also, the internal notices are very handy and streamline services.

Cons: Some of the settings can be a bit confusing at times but customer support has done a good job navigating me through how to correct.

Freshdesk Helps Us to Never forget a client

Nov 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Using the automation setups we never forget clients (tickets reopen after x days depending on their Priority) Passing a client onto another go worker is one click away The private notes between emails with clients is a life & time saver

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

1d828dcbefe8c8c461a94a4881c1e9cc

Great lightweight ticketing system

Nov 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: In my office we love the fact that we were able to find a ticketing system that fit our needs. It wasn't too expensive and if we want more we can pay more for additional features.

Cons: I wish that the website auto-refreshed itself when new tickets come in. The UI to the mobile app sometimes is confusing.

Best customer support tool

Oct 25, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: I like how much automation it supports as well as how much you can customize the emails sent to clients.

Cons: I dislike how confusing the settings are. I have had to ask for support multiple times and while they were able to help me, I would prefer to avoid needing support.

Edbf32699e3178cb75762eb68a24ff29

Works really great

Oct 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Keeps my email inbox really clean I don't lose any of the emails that come through Freshdesk. ALl of my work is streamlined and put in one place

Cons: If I close a ticket and somebody adds a private note it doesn't notify me about it. The mobile app doesn't notify me when there are new tickets, only when I work on one or a client responds to a closed one.

Overall: This is where 90% of my work flow comes from. I use it all day every day at work.

2041e8321638f0dac708323fba18491e

A valid work friend!

Oct 13, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: A complete service desk portal, accessible to customer (if authorized) and agent.
The solutions are a very useful knowledge repository with public section and internal section.
The canned responses speed up and standardize the response to customer.
Collect all contact and tickets from a company makes Freshdesk a little CRM

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

Overall: History of contacts with customer

Easy to use, great way to organize requests

Oct 12, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: An easy way for me to submit requests to our webmaster and graphic designer. Allows for attachments and detailed info.

Cons: I have to enter my info in every time - there's no way to login and have the site remember my info.

Db2b7041490335ff47fe0930cef441ce

Great Support Ticketing Platform

Oct 10, 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
Likely
Extremely
Likely

Pros: Our support technicians really like the ease of logging cases, metrics to manage defects and cases and the game system built into the product to reward tech's who get customer recommendations

Cons: There currently is no SugaCRM integration, so its difficult to track cases and see the case attached to the customer account record

Overall: low cost and low risk to implement. lots of cool features at fraction of price of ZenDesk

Easy to use customer support software suitable for keeping track of customer's ticket status request

Oct 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It is a user-friendly and easy to navigate customer service platform suitable for team management whether in a corporate or remote environment. Each ticket created are being tracked from open, pending, closed or resolved status. It also has the functionality to send emails to customers, suppliers and internal members of the team. It is quite flexible in adding different categories which are very useful for the entire organization in different departments in sales, customer service, accounting, billing and higher management.

Cons: To make it more perfect to use is probably add the functionality to be able to send SMS notification and response to different recipients in order to provide maximum customer service support.

Overall: It is very useful to my job is a customer service representative in dealing with customer's concern and coordinating with the team to resolve problems and different requests received from customers on a daily basis.

Freshdesk - saviour from email trap

Oct 03, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy to setup. Easy to use. User adoption was fast. Support was great with helping setting system up and with any simple modifications. Value for the money is great. Uptime is great.

Cons: Users still love Outlook. Wish there were more custom mods available. Running different departments in Freshdesk is a problematic - users think in terms of emails - not tickets and do not follow rules of child tickets well.

Projects Management Got Simplified

Sep 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Using Fresh-desk, project management has got simplified. We use it for all our projects and its easy to get status with 1 screen dashboard. It helps our team to manage project status easily.

Cons: The UI could be more easy to use. Functionality works great but the FreshDesk team can work on improving the UI.

Excellent platform for managing CS

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

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

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

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

New Ticketing System offers many bells and whistles

Sep 16, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Freshdesk is leaps and bounds better than the Issue Management Solution we were using previously at our organization. The biggest pain point we had was the ability to carry on conversations with ease of researching communication threads. Freshdesk absolutely hits that mark. I am excited to see how my organization will expand the tools offerings

Pros: Ease of communication The ability to carry on multiple conversations in the same ticket The ease of searching items Custom Ad-Hoc Tags Quick Merging of issues Minimal Administrative tasks to manage open issues.

Cons: If you're an organization with multiple departments and different lines of business - it gets hard to customize the tool based on individual line of business needs. There are many configuration options but configuring and managing to different SLA's becomes challenging.

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

Sep 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Having the ability to check and create tickets at ease means that all clients can do so, without any confusion. Being able to customize the fields that are usable by visitors means that we can be really specific in the queries and it helps to know which queries are high priority and which are of a lower priority. It makes the customer support 10x easier.

It worth your money and provides all vital features you required.

Sep 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: First thing I like about freshdesk is easily availability trial, everyone doesn't like to provide credit or debit card detail to try a product or tool. It converts your email into a ticket for fast support. Freshdesk has a great feature of integrating with apps like Google Apps, YouTube, Slideshare and other widgets that can increase your knowledge and help in providing best possible solution. It has integrated Live Chat, Phone Support, and others. It also works with productivity tools and your CRM when you need to pull out customer information. It is worth trying out.

Cons: Is lacking core functionality if your business adheres to ITIL. Some pricing ranges might be costly for some firms.

Excellent support desk

Sep 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs.

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

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

Solid alternative to ZenDesk

Aug 28, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to setup and use. Good value for the price. Many of the same features as ZenDesk. Lots of pricing options to fit different needs.

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

FreshDesk Free Version

Aug 17, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Good Software for a reason price.

Pros: very good software to manage open tickets, can help you track your helpdesk tickets, assign jobs to a technician and monitor how fast the issue was solved,

Cons: it sends a lot of emails. Sometimes our customers does not use it to give us a feedback and without this is very hard to monitor a task assigned to an employee

Freshdesk is an excellent helpdesk software!

Aug 16, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Freshdesk is easy and excellent to use from the administrative / technical agent side. The software is pretty flexible and has excellent escalation metrics.

Cons: I dont liek the way the way customer facing portal requires a login unique to the system, but this is a fairly small nitpick.

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

Aug 16, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

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

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

Nice configurable product

Aug 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I mostly used its free version but even in free version freshdesk provide amazing customization and features. Even it has resources section which can act as a FAQ or general help.

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

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

Researching a new Help Desk

Aug 08, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Loved the overall look and feel of Fresh Desk. It was also cheaper than a lot of other Help Desks. They had a lot of really cool features.

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

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

Use FreshDesk for support cases for small software company

Jul 20, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: I think they are trying to make improvements on a regular basis so that is encouraging.

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

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

Super useful, efficient, and functional!

Jul 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: This software was relatively easy to set up, has many features, and has multiple different pricing options to get the exact functionality you need.

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

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

It's kind of a pain

Jul 12, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Freshdesk has an integrated customer portal and help docs. The UI is pretty modern and friendly but there can be lots of clicks to get what you want.

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

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

Advice from a customer service manager.

Jul 11, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: There's nothing else I would add at this point.

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

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

Best Tools for Help Desk and Support

Jun 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: I am recommending peoples who are looking for this type of tool.

Pros: I am using this tool and share my feedback with you. This tool is very use to manage your support tickets. FreshDesk can be totally customized to the organization needs.

Cons: Price is good but I always wish it were a bit lower. Reports are in only pdf format. It would be better that reports should be in other format like Excel.

Easy to use help desk

Jun 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: This tool provide the ticketing system. due to this easily manage the calls . if we want to assign the task then just assign the tickets and track the task through this.

Cons: Only the concern is for this is reporting. This area need improvements. Other than that is fine for me.

Easy to use software with great customer service

Jun 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The interface is quite flexible and easy to use. Tickets appear in a readable format with great preview features. Sharing information amongst agents and writing internal notes makes communication seamless. The mobile app is the perfect way to manage tickets on the go and keep everyone on the team in the loop.

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

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

Freshdesk-Nice product for support

Jun 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I have been using this product for quite some time now. Experience with the product is really good as it has many features to make your life easy and you can configure it easily.

Cons: Ticketing system has some issues , apart from this i could not found anything else so far but still there is always scope for enhancement.

Best option for our organization

Jun 23, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Well worth considering for organizations of any size. the free trial option is a wonderful way to try out the program before committing.

Pros: We reviewed a number of products and chose Freshdesk for our organization based on ease of use, functionality and price/performance evaluation. We are a volunteer organization which requires bringing on and removing agents based on election cycles. Getting ageist up to speed quickly with a minimum of training is essential. Freshdesk is very intuitive software with an interface familiar to people who use various emails programs. The training required to make an agent productive is minimal, but the program has extensive functionality.

Cons: The only shortcoming I can think of is an easy way to search for a ticket by ticket number and that is probably my lack of familiarity with the program.

New to Freshdesk - some small improvements required

Jun 22, 2017
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
Likely
Extremely
Likely

Pros: Easy to import over the old database, the speed of program, dashboard. Modification of the fields for our specific needs.

Cons: Inability to open a ticket from within the customer/contact page. Complete removal of the Billing option in time entries. Prompt for time entries when opening and closing a ticket - there is a workaround but it will not work in all instances.

How freshdesk changed our life...

Jun 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Their support guys are great.

Pros: Sharing the burden of thousands of request from our customers within our team, without dropping the ball

Cons: It still lacks some easy integrations like with Google apps and with crm software, so we only need one platform

Easy configuration, Quick installation

Jun 10, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to configuration and very quick into production. Even a free version has a lot of features. The product has many advanced configurations but the basic system doesn't require a user to go in details. Thank you Freshdesk team.

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

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

For initial it's good.

Jun 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It's a work progress tracking software. Suppose you are logged a complained the a tickets will raise and company will track your complain with tickets. Status update notification will come through mail. So you can easily know about your complain status.

Cons: Only have a issue with mobile app of freshdesk. user can not see any knowledge base information in APP.

Very easy to work and expensive

Jun 08, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I have used this product for ticketing only, but what I like the most of it, is the way you can customize the ticketing overall, you can direct the ticket to the person you wanted to and is really easy to work on. The price is affordable even for a startup company.

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

Awesome CRM tool for small and large companies alike

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I love the watch feature that allows you to see if another analyst is responding to a ticket. This really help reduce duplicate responses and cuts down on conflicting info being shared. I also enjoy how easy it is to search for tickets using tags, ctegories and names

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

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

Easy to use and takes care of our needs

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

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

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

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

Very simple to use Help Desk Ticketing System

Jun 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Quick setup time and configuration. Right out of the box, does the majority of what people need in a system.

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

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

Consistent basic functionality, but lacking in flexibility

Jun 07, 2017
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Freshdesk has some great organizational tools and is great for basic customer service. Their ticketing system is very easy to use.

Cons: They have manual timing which means that each team you enter into a ticket you have to remember to start the clock which seems inefficient. They also don't allow you to have all callers go into the queue. Some callers go straight to voicemail which has caused many missed calls for my team.

Solid alternative to other costlier support platforms

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

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

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

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

it is easy to use but expensive

May 18, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Like the live chat and how the email system works and how the customer can rate their experience and never muss a questions from the customer

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

Help Desk software very easy to work

Apr 20, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It works for small or big companies.
The price depends on the number of users or agents.
Works together with all the Google Apps.
Customer can send tickets via social media, like through Facebook or Twitter.

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

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

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

Customer support on steroids

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

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

Great product with innovative features

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

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

Simple FAQ / ticketing system

Apr 15, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Simple to use and set up

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

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

Great support tool with a lot of integration

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

Pros: Great Support. Great functionnalities

Cons: Reporting could be better

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

MSP HELPDESK USER

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

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

The best project management software

Feb 27, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: customer service
very easy
perfect design
cheap
excellent features

Cons: some minor mistakes

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

The Best company

Feb 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: My experience, Overall it's Good, , customer support , easy to handle , feature all are good .

Good quality also, My best wishes

Freshdesk makes support easier and at a very attractive price

Feb 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: We definitively like a couple of things about Freshdesk. Even with the Free edition you have access to plenty of features. The portal can be customized: you can specify the colors of the colors theme, choose a font and also add your organization logo. You then can offer a branded helpdesk platform to your customers. All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). The solution can be online in only a couple of minutes.

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

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

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

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

FreshDesk can help automate your client support

Feb 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Affordable, tons of features, integrates with everything

Cons: Sometimes a bit confusing to setup and configure

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

Cloud Based Help Desk Software

Feb 17, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: We have been using Freshdesk since June of 2016. Overall good experience with the platform. It took some time to get everything setup the wy we needed it, but support has been great with assisting us. Freshdesk helps us keep track of customer communication.

Pros: Customer support is decent for not being in the US and the platform is stable.

Cons: Does not have much integration with our current billing system. Does not integrate with our phone system

client software

Feb 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: very very easy to use, i tested their competitors. They are priced higher, but much easier to use than anyone else out there. Highly recommend using them for your client needs.

Freshdesk

Feb 09, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Easy to use and gets done what you needs to be done. The ability to manage all levels of support from one dashboard offers streamlined convenience.

Cons: Would appreciate a cleaner way to sort our sent emails

Helps with managing our support team

Feb 09, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Our support team has their own logins to this tool and our admin people can manage their logins easily. This tool helps to bring all team members together within this system to help our client-tale.

Recommendations to other buyers: We like using this tool since our team is organized using it.

Excellent support software

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We need a reliable tool to support customers, and Freshdesk initially drew us in with their cheap (free) price, but they kept us with their excellent customer support (those folks are fast!) and great software. I wish there were more advanced features at the free tier, but I can't really complain -- it's free!

Does a fantastic job & no overlooked customers!

Jan 26, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use, gets the job done, and very helpful customer service.

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

Overall: We use Google Mail and it integrates perfectly with it, allowing us to sign in using our Business Gmail account. We're able to resolve issues, mark how urgent they are, assign tickets, bulk filter and assign & more. My only issue is getting an email from my own email account forwarded over to the help desk to create a ticket.

The interface itself is quite easy to use and navigate, but it's not as intuitive as some other help desks I've used in the past. There is no fluff to the interface, and looks very mechanical so some features aren't intuitive. But, if you have a question or an issue, customer support is FANTASTIC. They helped me integrate my BigCommerce customer & order information into the system, and constantly check in to see if everything has been resolved. Great company.

Great support system

Jan 26, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I can sincerely recommend Freshdesk. It's a superb, easy to use & feature rich service for our software support needs.

Feshdesk is an affordable product with an easy interface

Jan 25, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Their app is a great tool for managers.

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

Overall: I use freshdesk to support my customers in the copier leasing industry. I think for the price it's a great value specifically because of it's app. I think without the app it's average, but with alerts and a decent app it's above average. Their support could use work and there should be more on youtube to help customizing.
If you're looking for a scalable trouble ticket app, this is a good choice.

Recommendations to other buyers: There should be some sort of a template for specific industries. A template that makes customizing just a matter of editing. Starting an intake form or any other customizing is more work than I had time to learn.. Nowadays I hate to learn new systems.m

Best overall help desk software for our customers.

Jan 24, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: We evaluated many help desk software products. Some of the products were very involved and hard for our customers to understand when submitting a ticket., Others were very expensive. We decided to go with a low cost, customer friendly product and Freshdesk fit the bill. We also decided to use their basic functionality rather than spend extra for customization. We have been very happy with the result and our customers are very happy with how easy the product it to use and understand. Would highly recommend the product.

Pros: ease of use.

Cons: Some of the features that we expected to be included in the basic package requires an upgrade. We decided it wasn't worth the additional funds for those features.

Freshdesk Review

Jan 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: I am a huge fan of Freshdesk! I love everything about it! From its intuitive dashboard to their customer support, to their portals. It's just wonderful! I refer Freshdesk to my friends all of the time. If you are looking into a helpdesk system, then this one is right for you.

Cons: Freskdesk is not telling people that they are recording their calls.

Recommendations to other buyers: This is the helpdesk you need to buy for your business

Does the job fairly well

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

Pros: Robust

Cons: Not intuitive

Overall: This is not intuitive software by any stretch of the imagination. I would consider it very robust, however (and that is the normal tradeoff). It pretty much does what it needs to do and it converts all incoming email into tickets which were important to us.

Good, but lacking some features

Jan 05, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Simple for customers to use. Email integration so customers don't have to change their workflow.

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

Overall: We use this as our customer-facing portal because it's very easy for customers to use, but it's certainly not as good as other products out there for user support. Integration with email is key, though, and they do that pretty well. We do still have a lot of issues with Spam, and it's not something our developers ever want to use.

Recommendations to other buyers: Great for the price, and does a decent job, but they don't seem to be focused a lot on developing improvements or new features.

A very reliable software best suited for Small Business/ Startups

Dec 21, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Freshdesk has been a very efficient tool for providing email support for our consumer customers. It's very easy to use and set up was easy.

Great ticketing/support tool

Dec 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: This tool allows you an instant notification if users are experiencing problems with your product/service. These can then be triaged for a fix before problems become major issues. A much more affordable solution.

Great option for small institution wanting a work order system

Dec 12, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Works well for a smaller institution.

Cons: Some learning curve.

Overall: I have been testing this system for some time now and it appears to be an excellent choice for smaller institution wanting a work order management system. I am easily able to create work orders and follow-up on work that needs to be completed.

almost perfect

Dec 08, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Great price for many features.

Cons: sill missing a couple things.

Overall: We like freshdesk a lot because they copied a lot of features from Zendesk and solved some problems. there are still some stuff missing here and there and it can be hard to make your helpdesk look good but overall great.

Recommendations to other buyers: Better than Zendesk.

Reliable Software

Dec 07, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Our support department utilizes Freshdesk and it is a solid software for managing client needs. The ticketing functionality is fast and reliable. Just last month 99% of our customers had their questions, issues, and support needs addressed within 30 minutes of submitting a ticket. The software truly optimize customer support!

Good for startups

Dec 07, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Comments: Freshdesk has been a sufficiently capable tool for our needs of providing email support for our consumer customers. The user interface can be branded in a way that is uniform with our visuals.

IT Tracking made simple!

Dec 06, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: This tool makes it easy to submit service requests seamlessly and track the statuses of the requests in real time. We're able to send emails normally to IT, while all responses and updates are tracked on the backend.

Excellent Help Desk, Even At The Free Level

Dec 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: Freshdesk offers a lot to get started. It's a fully functional helpdesk. As you grow, so you scale. But hardly anything is held back to get started.

Pros: Very easy to use and start with. Even offers a fully functional Knowledge Base at the entry level.

Cons: The design of the knowledge base is a bit tricky to customize, or better outlined support instruction on the topic are missing.

Recommendations to other buyers: Great, great starting point for a helpdesk.

Great Service

Dec 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Very easy to navigate and understand the functions

Overall: Very easy to use and understand. Set up was easy and makes office emails easy to handle and the online chat is great as well

Great help desk for growing companies

Dec 01, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Very easy to use. Love the various status available. Lots of neat features like merging tickets, adding watchers to a ticket, making notes on a ticket, etc. Strips styling and sometimes even links in the emails themselves.

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

Overall: Easy to use but missing some features. Also, support is not as easy to get a hold of as they are not located in the US. Aside from that, it's a great "inbox" for a growing company allow you to have a ticket system and keep track of incoming requests / tickets.

Recommendations to other buyers: I think the UI could also be modernized a bit to make it more appealing.

Good Value, Disappointing Customer Service

Nov 29, 2016
1/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Comments: I've used freshdesk for well over a year. We implemented customer surveys and the reporting feature was not working. I notified Customer Service on November 1st and a service ticket was created. A month later and following up on a weekly basis, the only response I've received is, I'm sorry and that we are going to prioritize your request. Normally that would be sufficient, but that was the answer I was provided for each time I contacted support.

Freshdesk Review

Nov 16, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: We use Freshdesk as a customer support tool at our company and overall enjoy it. It allows us to monitor our support queues and respond to chats easily.

Customer support made easy

Nov 11, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: we needed to provide a help desk fast and freshdesk ticked all the boxes. We tried live chat and that worked well however the mobile app unfortunately does not support live chat yet.

FreshDesk Has Everything Our Customer Support Team Needs!

Nov 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I'll admit. We had some trouble setting up our mail servers so that FreshDesk worked well with a custom domain name. But after we overcame that hurdle, FreshDesk has been an excellent solution for our small business' customer service needs!