Who Uses This Software?

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


Average Ratings

216 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 Inc
  • 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!

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
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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.

Outstanding product

Oct 17, 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
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Pros: Reporting functionality is excellent. I can review whenever required tickets generated, resolved and pending.

Cons: Manually entering remarks takes time, 80% of the time customers have same queries so there should be an option for predefined reason selection in the drop down with forwarding to concerned backend team. This will save not only time but also the efficiency of the product.

Overall: One window operation is made possible with the help of this product, hence help to improve in customer services.

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

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

Overall: History of contacts with customer

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

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

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

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

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

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

Advice from a customer service manager.

Jul 11, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: There's nothing else I would add at this point.

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

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

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

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

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

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

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

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

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

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
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Pros: Simple to use and set up

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

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

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
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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
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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
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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
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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.

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
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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
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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
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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
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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
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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
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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
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Pros: Their app is a great tool for managers.

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

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

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

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

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

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

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

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
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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
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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.

Great Support, excellent product, a little glitchy though

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: 5.0/10 Not
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Comments: Their name says it all - a breath of fresh air when it comes to support systems. A bright, energetic company that is providing a tool at a price which is perfect for SME's. Their innovative approach and rapid development means that new features seem to be appearing every day and the best thing of all is that they actually listen and respond to featured requests. It's like having our own personal development team providing an enterprise level ticketing system at a fraction of the price of other systems currently on the market.

Pros: - Fun to use - Easy to set up with your own support email and domain. Up and running in minutes. - Sleek and modern interface, with extremely high attention to details, on all screens of the application. - Single user can use for free, forever. - Reasonable pricing for when you grow - Sleek mobile optimized version of the site - Many features and yet designed so they don't get in the way - Highly and easily customizeable - Integrates with many other services, from Google Analytics to Salesforce - Encourages productivity using a tasteful implementation of gamification mechanics - Built in forums and knowledge base sections, that are not designed as an afterthought but rather as full components of the system. - Smart built in customer satisfaction component - Excellent reports - Excellent support (for the rare cases you need it).

Cons: there have been issues / bugs

Recommendations to other buyers: Good for our teams, works well with chat and the products and different incoming email addresses work well. The support is some of the best I've had and my own company.

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
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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
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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
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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
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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
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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
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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!

A Great Solution

Nov 04, 2016
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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Comments: We use the free service of Freshdesk for our small school and love all of the different options it provides to us. There are so many things that we like that the few "wishes" are not on the forefront of our minds. I would definitely recommend their product to anyone looking for a good help desk with many great features.

Pros: Multiple communication options, great service and up-time, well designed platform, integration of other services, and very easy navigation.

Cons: Some of the back-end set up can be a bit confusing at first, but the flip side is it is easy to learn and once you have done that, it isn't that bad at all.

Recommendations to other buyers: Get the free version and try it out. You only lose the time it takes to set it up, but it is worth seeing if it is the solution for you.

Great Product Few Drawbacks

Nov 03, 2016
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
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Comments: We've been using FreshDesk for the last 4 months. We utilize it to track tickets, calls, and livechats. Setup was fairly easy, but there were a few issues that I'll go into below. Support is a little slow, but they are in India so I understand. The product is easy to use and configure as well as provides good metrics.

Pros: I like the automated metrics. I like the built in On Page Help I like the apps integration I like how easy it is to administer

Cons: Support is slow No bulk uploads. The mobile app isn't built for managers/supervisors.

Recommendations to other buyers: If you are looking to implement a ticketing system for your support organization I would recommend FreshDesk. They are the new kids on the block, but are doing some great things with more features and innovations coming.

An Awesome, Affordable Starting Place

Nov 03, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I've been using Freshdesk on and off at various ventures over the past three years. I find that it is a great place to begin adding support for your services if you don't already have support, as it is easy to set up and offers all the minimums you need to get rolling at their free tier. I found that is was great for handling between 0 - 250 requests per day with a few agents, however it got clunkier as we tried to scale this approach toward 500-1000 requests/day. The main issues that we ran into were UI complexity and constantly having to jump around to get things done - whether that was referencing a customer's information in detail or jumping between conversations. It is also important to note that their embeddable support widgets are not the best looking, but their API makes up for it - I strongly recommend you write your own front-end components for this if you intend to operate at scale.

Overall, Freshdesk offers a great starting place of you don't have any support service in place and I think it will serve most small to medium companies perfectly.

Best customer service platform we have tried

Nov 03, 2016
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: Has both chat and KB

Cons: Chat and KB are not integrated

Overall: We have gone through 4 platforms for customer service, this is the best one we have found. Still doesn't have the holy grail which would be one simple widget

good functionalities

Oct 04, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: to be able to have all the messages in one panel and accesible to all agents

Cons: a bit confusing to read those messages, we would need to see the messages by the most recent to be older

Overall: this tool could be easier to use, the layout is a but confusing specially when reading the messages, sometimes you don't know the most recent reply in the message leads. In other hand it has a lot of functionalities to control the daily work

Used Freshdesk at my job to track support cases

Sep 20, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I liked the fact that it integrated with Pivotal Tracker so we were able to easily create PT stories from within the FD ticket. Support response was pretty good.

Cons: The search function is not very good. We had a lot of difficulty finding old support cases when searching. The other thing was that sometimes the email didn't flow very well, i.e. sometimes you could only forward and other times you could reply. Some times I wasn't sure if I was forwarding the entire email chain or just that last piece in which case the person receiving the email would not have the full story. Also the reporting could use some improvements.

Recommendations to other buyers: Make sure you evaluate if the software will report on the metrics you need before purchasing a product.

Using Freshdesk

Sep 19, 2016
4/5
Overall
4.5 / 5
Ease of Use
2.5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Easy-to-use UI. Similar to other products, which made it easy to adapt.

Cons: I found that when I needed to search through tickets for similar issues, it didn't pull up tickets that matched the search criteria I used, based on any familiar search methods I had used before, i.e., wild cards.

Recommendations to other buyers: Try it out. It's customizable, and has many tools that you can use, depending on your needs.

Basic Case Logging but without any detailed metrics

Sep 15, 2016
3/5
Overall
5 / 5
Ease of Use
1.5 / 5
Features & Functionality
2.5 / 5
Customer Support
2.5 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: The interface is clean and it's very easy to add a new case or add information to a case.

Cons: Many kinds of case additions are not counted as agent interactions in the version we use. I don't know if this is different or better in other versions. In the version we have any private note or public note is not counted as an agent interaction. Emails that are forwarded out of the system are not counted as an interaction. Emails sent or email replies are counted as an agent interaction but this leaves many other types of interactions uncounted. There is very limited capabilities for running metrics beyond counting cases that are in a particular status (open, pending) in a given time period. It's very difficult, actually we haven't found any way to do it, to report on how many cases were touched by an agent in a given time period. The search engine is unpredictable and returns results inconsistently.

Recommendations to other buyers: If you are looking for a basic way to add cases, open and close them this software is easy to use. If you want to track metrics or do any analysis of workloads, case resolution times, this product (at least the version of it we are using) won't get you there.

Best helpdesk software

Sep 13, 2016
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use. The fact that you could use this software free as long as you don't need more than 3 techs.

Cons: I would like to have additional features like monitoring with the sprout version.

Recommendations to other buyers: Save yourself some time in researching other software and just get this one. You won't regret it.

Love the Product

Sep 08, 2016
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
2.5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Very easy to use. the functionality is above par compared to other products we looked at.

Cons: I really don't have anything that I do not like about the product.

Recommendations to other buyers: I recommend that you give this product a chance. It is very user friendly.

Terrible inbound phone support software: Caller ID doesn't work

Aug 03, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: I really do not like the product. I've had nothing but problems.

Cons: Freshdesk's customer support staff are terrible! They spend lots of time apologising and rarely fix anything. I've had lots of trouble with Caller ID and its completely messed up my customer database.

Recommendations to other buyers: Try Zendesk. They've messed up my customer list. Caller ID doesn't work. DO NOT USE if you a predominantly an inbound call centre.

An upgrade from gmail!

Jun 16, 2016
3/5
Overall
2 / 5
Ease of Use
3.5 / 5
Features & Functionality
1.5 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: I love that we can easily find customer tickets when they call and email. I couldn't do my job as a customer service manager anymore without being able to merge tickets!

Cons: The phone feature leaves a lot to be desired for a call center. The reports it pulls doesn't have average abandon time and missed calls percentages which are standard customer service KPI's.

Recommendations to other buyers: Take the time to check out their free plug ins. They have a LOT of features you can add on, but it takes some work, and someone with coding skills.

Very good customer support

May 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I have been working with the Fresh Desk team for several months, rolling out Fresh Desk in 6 countries. Fresh desk is a very easy tool that help us to classify and identify our customers' main contact reasons. Our customers come first and Fresh Desk is a fine tool to evaluate our service and achieve the best quality as well. Pranav, Aadhi, Anna, Bharath, ... and all the support team are very helpful and nice people. Pranav was always available for us, bringing solutions to any problem and always ready to help. It is a pleasure to work with all of them.

Love It

May 18, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We love freshdesk. It simple, easy to use and more importantly covers everything that you can ever think of when it comes to Client support and issue resolution

Pros: Great pricing structure Amazing Customer Support Onboarding is simple

Cons: Would have been amazing if it had an CRM inbuilt

Freshdesk Recommendation

Apr 19, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: We really like how easy it is to organize our helpdesk and track trouble tickets. The tool is very intuitive and easy to use, such that we didn't need to spend time doing heavy research figuring out how to use it.

Cons: I wish there were other payment methods other than credit card.

Recommendations to other buyers: Give it a try and you'll have the same great experience we are having.

Fantastic helpdesk, used by two departments in my org

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

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

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

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

excellent product, good support. However there have been issues / bugs

Mar 11, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Good for our teams, works well with chat and the products and different incoming email addresses work well.

The support is some of the best I've had and my own company.

A nice easy to use product to enable great customer service

Mar 11, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Pro's
Easy to get started/configure.
Flexible in many ways (SLA policies, ticket management rules etc.) and expanding in others.
Includes forums and solutions sections.

Con's
Not especially ITIL aligned or for large service desks.

The best choose you may have done according to market of support systems.

Mar 09, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: First I have to say is that as a customer of Freshdesk support system I can feel passion of Freshdesk representatives for their job and project in all the way. This fact gives me trust that although sometimes they are not able to fulfill fully our wishes, they do the best and I hardly get more somewhere else.

Although I as software developer understand some limits, technically Freshdesk is not ideal but I see this from perspective of man who almost twenty years deal with support systems so my sight tend to perfectionism.

I really support Freshdesk thoughts and according to done many tests with all main support systems over the world, I can say after all the Freshdesk is recently #1 support system of the market with support systems.

Good, however improvement on monitoring agents would be nice

Mar 08, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: - Friendly people
- Easy use for a company active within different countries

- Improvement required on monitoring agents

Freshdesk - Hattrick-PSK

Mar 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great product, great support from these guys. They are always there to help out, i am completely satisfied with everyone at Freshdesk! i would recommend it to everyone who needs helpdesk tools at their company!

Not Ready for the Big League

Feb 17, 2016
3/5
Overall
4 / 5
Ease of Use
1 / 5
Customer Support

Comments: Support has been poor. Their helpdesk agents never seem to understand the issue. Responses are rarely clear or helpful. If the system goes down, as it has done a few times, they stop answering the support line. They are far more likely to offer a work-around than a solution.

System updates are a surprise. There is no advance notice and you have to ask several times for release notes afterwards because they are not posted. I like that Freshdesk is trying to make advances and attempts to add something new each month, but I want to know what those changes are so that I can test the functionality and be aware of how something new can help my support teams.

Freshdesk offers an entire trouble ticket system for a smaller price than the competition, but you need to determine if the frustration is worth the cost. If you have a simple support structure, you should be OK. If you operate in multiple locations with support teams that support your clients separately but collaborate, then this may not be the system for you.

CSR Responses Made Easy

Feb 09, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Comments: The ability to have all your tickets and responses in one place. Track the responses and response within a timely manner. Overview of response times from your employees. However often tickets are resolved

Pros: Easy to use Work flow and responses are simple clicks Assigning agents to each situation Overview of each agent for insight and performance

Cons: Monthly subscription

Overall a fantastic product that wins because of how easy it is to use

Feb 02, 2016
4/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Freshdesk is easy to use and understand right away. There are some very handy features that help you make emails look the way you want them to, and managing your tickets is a very efficient process. There have been some issues with the product which are gradually being fixed. The reporting section is useful and provides important info at a glance. Managing the solutions section is easy enough. Overall this is a fantastic product that is easy to use. I highly recommend Freshdesk for it's ticketing system.

Cons: Bugs can take a long time to fix. Reporting, while good for high level information, it's difficult to dig into specifics. The knowledge base was also OK. It's a little buggy (from the admin side) and the search functionality doesn't always work so well.

Recommendations to other buyers: I am a big, big advocate for Freshdesk. There are a few things that should be worked on, like the time to resolve bugs. But in general this is a very easy system to setup and use.