--- title: "Page 11 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 11 - Is Freshdesk the right Complaint Management solution for you? Explore 3466 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/124981/Freshdesk/reviews/?page=11" page_type: "reviews" language: "en" --- Freshdesk 4.5 (3466) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated July 22nd, 2026 # Page 11 - Reviews of Freshdesk ## Showing most helpful reviews Showing 251-275 of 3466 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Joshua Yeboah A. CEO Research Used the software for: 1-2 years ### "Enhancing Customer Experience: A Freshdesk Review" May 25, 2023 4.0 Freshdesk has proven invaluable for our crowdsourcing company, addressing key business problems and delivering significant benefits. Its ticket management system streamlines customer support processes, ensuring prompt resolution. Multichannel support enables a seamless customer experience across channels. Freshdesk's unified inbox centralizes interactions, enhancing organization and timely responses.The reporting and analytics features provide valuable insights into support operations. Customizable dashboards track metrics, measure performance, and identify areas for improvement, optimizing support processes.Benefits realized include improved efficiency and productivity. Streamlined ticket management and automation allow us to handle higher volumes without compromising response times. This boosts customer satisfaction and loyalty.Integration with our existing CRM platform simplifies workflows and enhances data synchronization. A comprehensive customer view facilitates personalized support, ensuring seamless experiences.Freshdesk's user-friendly interface, robust ticket management, and multichannel support form a solid foundation for our operations. Reporting and analytics empower data-driven decision-making. Integration streamlines workflows and enhances customer experiences.In summary, Freshdesk transforms our customer support processes, enhancing customer satisfaction, productivity, and overall business outcomes. We are grateful for its positive impact on our crow Pros The thing I liked most about Freshdesk is how easy it is to use. The interface is clean, intuitive, and well-organized, making it a breeze for our team to navigate and access the various features. It didn't take long for everyone to get the hang of it, even new team members found it user-friendly.One of the standout features that had a significant impact on our customer support operations is the robust ticket management system. It allows us to effectively track, categorize, and prioritize customer inquiries. With automation and workflow rules, we were able to streamline our processes and ensure that tickets are assigned to the right team members promptly. This helped us prevent any tickets from slipping through the cracks and improved overall customer satisfaction.Another aspect that impressed us was Freshdesk's ability to provide multichannel support. It handles customer queries from various communication channels, including email, phone, live chat, and social media platforms. The unified inbox feature brings everything together, making it easy for our agents to respond promptly and consistently across different channels. This helped us maintain a cohesive and seamless customer experience.Lastly, the integration with our existing business was a smooth process. Freshdesk seamlessly integrated with our CRM system, allowing us to have a comprehensive view of our customer interactions. Cons While Freshdesk has been a great asset for our customer support operations, there are a few areas that could use improvement.One aspect that could be enhanced is the reporting and analytics features. Although Freshdesk provides some reporting capabilities and customizable dashboards, we found that the options for advanced analytics and customization were somewhat limited. We would love to have more in-depth insights into our support performance and the ability to create more tailored reports.Another area where we felt Freshdesk could improve is in social media integration. While it supports social media channels for customer communication, we found that the integration with social media platforms could be more robust. Having more advanced social media monitoring and engagement features within the software would help us effectively manage and respond to customer inquiries on those channels.Additionally, we encountered a few challenges when it came to configuring certain settings and workflow rules in Freshdesk. Some of the more advanced configuration options required a bit of trial and error to set up correctly. It would be beneficial if Freshdesk provided more intuitive and user-friendly interfaces for these advanced settings to simplify the configuration process, especially for non-technical users. Review Source VR Verified Reviewer Search Engine Evaluator Outsourcing/Offshoring Used the software for: 6-12 months ### ""Freshdesk: The Comprehensive Customer Support Solution for Your Business"" February 18, 2023 5.0 The overall experience with the software is positive. Appreciate the software's user-friendly interface, comprehensive ticket management features, and powerful automation tools that help to streamline support workflows. The customizable knowledge base and advanced reporting and analytics are also seen as valuable features. Pros Comprehensive ticket management system that allows support agents to easily track and manage customer inquiries, and collaborate with their team members to resolve issues.Powerful automation tools that help to streamline support workflows and reduce manual tasks, such as ticket categorization and routing, and response templates.Customizable knowledge base that enables businesses to create and manage self-service content for customers, and provides users with an efficient and easy-to-use way to find answers to their questions. Cons Complexity: While Freshdesk is a comprehensive and feature-rich software, it can be overwhelming to navigate and configure, especially if they are not familiar with help desk software or have limited technical expertise.Limited customization options: While Freshdesk offers a good level of customization, it may be found that the software's customization options are not sufficient for their specific needs. In some cases, users may require more advanced customization options that are not available in Freshdesk. Review Source TL Tanya L. Freelancer Computer Software Used the software for: 2+ years ### "Freshdesk services are very effective and efficient. " September 20, 2022 5.0 Wonderful and very helpful and most enjoyable experience. Pros I love the fact that they are respectful and kind .They return your queries right away . They always have just the correct answers that you are needing Cons I love it fully. If I have to add a con it would be just a different array of sounding finds or louder sounds once they answer you . Review Source VR Verified Reviewer Head of Customer Service Computer Software Used the software for: 1-2 years ### "Good helpdesk tool that needs better integration between its own Freshworks suite." June 11, 2021 3.0 We can manage support requests much better with Freshdesk, and it has helped reduce response times and support quality as a result of that. Nevertheless, their support and the lack of a single widget for Freshchat and Freshdesk is not great. Pros The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations. Cons Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients. Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk \* It offered better SLA tracking than the alternatives. \* The setup was much easier than Salesforce. \* Their client management was better than what Help Scout could offer at the time. \* The Sales team/CSM team was much better than Zendesk during our first interactions. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) We switched as Intercom did not offer SLA tracking and merging of messages, resulting in losing track of important client issues. Review Source mK mithun K. individual Computer Hardware Used the software for: Less than 6 months ### "why to use FRESH DESK " February 15, 2023 4.0 good to very good Pros user-friendly interfacemulti-channel supportextensive reports Cons less customizablelimited chatbot steep learning curve fr functionalitypricing Review Source GS Gina S. Customer Success Manager Computer Software Used the software for: 2+ years ### "How my Support Agents are Superhero's! " June 1, 2021 5.0 Without Freshdesk we would have to provide support totally through email. With multiple agents in different time zones it would be a nightmare not to have a ticketing system. Please we can keep track with unresolved issues so our customer's can rest assured we have not forgotten about them. Pros Freshdesk is full of features and functionality that is super easy to implement and use. My company provides support for over 55,000 users worldwide. We have Agents across the globe and are able to quickly resolve customer problems, collaborate with the team experts and give our users quick access to self-help with our packed knowledge base full of solutions. Cons Only quirky thing is on our customer satisfaction surveys, it doesn't always show the exact person who gave the response when multiple customers are involved in a support ticket. I've made the request to Freshdesk and they have it for future consideration, which is completely understandable as I also work in software support. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk seems more user-friendly with both functionality and the user interface. Review Source PBD Patricia Brigid D. Service Desk Manager Internet Used the software for: 1-2 years ### "Superb Experience" December 15, 2019 5.0 We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this. Pros Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need. Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work. Cons In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers. Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Ease of use and support response rate. Freshdesk team were proactive to set up an online meeting with us where sales, IT and other relevant stakeholders were available to answer our questions and understand our needs before paying for the service. While on trial, we had set up 80% of the things we needed while waiting for feedback on the remaining things so this helped us decide quickly. Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) It was difficult generating reports from Kayako. We were yet t transfer to their new version. With years of use, we needed something new which met our needs - in line with our ITIL-based structure. Review Source SG Simran G. Senior analyst Financial Services Used the software for: 1-2 years ### "Daily user of freshdesk and love the app" March 21, 2023 4.0 The easy of use of the app and the customised options in the app where we can add tags and and issue types so it is very easy to find the things when needed and easy to manage the tickets as well. The freshchat feature is also a great addition to it as it makes the live interaction seamless and easy. Pros The best part is it is user friendly and very easy to understand and use. Setting have various options to customise. Freshchat is a great value addition. Cons The notification for the freshchat does not work at times and that causes for some of the live chat to be missed so could surely work on that Review Source Carlos Eduardo D. Digital Marketing Specialist Hospital & Health Care Used the software for: 6-12 months ### "Freshdesk is a must-have for SaaS companies" January 27, 2023 5.0 Freshdesk has given us improved customer support. We handle queries almost immediately thanks to Freshdesk's ticket support. The server is very organized and has almost no glitches, ticket filters are done in the best way and can suggest when a ticket is urgent and when it requires less time to attend. General questions, support issues, feature enablement requests, all that and more we give solutions to the customer through Freshdesk. Pros Freshdesk shows us important integrations to improve the service, such is the case of Jira that allows us to manipulate certain tools from Freshdesk. Ticket categorization is automatic and immediate and then transferred to the appropriate department for immediate response and solution. Freshdesk assigns multiple tickets to teams and allows us to track from start to finish any problem presented by the customer. The escalation of tickets through Freshdesk is totally correct and accurate, there are different levels of support and each one is intended to give you the best experience in terms of response time. They can be moved between departments and it does not differ at all in the final response making it perfect and what the customer is looking for. Cons Freshdesk lacks a core API to be able to mass extract data from all tickets. Sometimes the response time through the POST API is ridiculously long which in turn generates a delay in responses through the same API. Freshdesk has very limited configuration and customization panels, the widgets must be organized, but only on the left side and with the default width that Freshdesk requires. Review Source VR Verified Reviewer Email Support Consumer Services Used the software for: 1-2 years ### "Freshdesk Ticket Management" November 27, 2022 4.0 Still highly recommended Pros The ability to administer the ticketing system easily. The support availability whenever you need to know or help with their product. Cons It lacks with custom roles to assign non-agents and non-admins. This is to avoid assigning collaboration and full agent licenses, which we know is not than cheap. Review Source RL Rich L. District Technology Director Education Management Used the software for: 2+ years ### "Using FreshDesk for 3 years and Still Going Strong" December 31, 2019 5.0 Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need. Pros The software is easily customizable, and fairly easy to use. Being able to see the notifications pop up on my watch and access tickets from my Google Pixel phone is a lifesaver. Teacher's can't be bothered to log in to a portal to create a ticket, so we customized Fresh Desk so they could simply send an email of their problem to \[SENSITIVE CONTENT HIDDEN\] and it would create a ticket for them. I can reply to them right from within the help desk system. Initially we had it set up for two agents and purchased the next level plan. Our Maintenance Supervisor ended up not using it so we backed down to the free version. The virsatility of multiple plans is a major plus. Their support is quick, and eager to help. They will actually go out of their way to help you. Cons The only con is probably easily fixable-- When I close a ticket, it of course emails the teacher letting him/her know. But they inevitably always reply with Thank You, which reopens the ticket. Other than that, it is a perfect system! Reason for choosing Freshdesk Freshdesk has a free entry level version for just one agent, and that sounded like it would be perfect for us. We are a small school district with only around 180 students, and I am the only technology person so I function as director, tech, integration specialist, whatever they need. What we didn't need was an expensive solution we couldn't afford or justify.. Freshdesk fit the bill! Switched from [Google Forms](https://www.capterra.com/p/176571/Google-Forms/) Google forms works in a pinch, but there's no built in flow. Plus, it's quicker to customize Fresh Desk, than to use Forms and create a Site to work with it. Review Source AF Alex F. Analyst Entertainment Used the software for: 1-2 years ### "FreshDesk is Middle of the Pack" June 17, 2021 3.0 Pros from what i've seen/heard it's a more affordable option but with that, and the fact that FD is relatively new to the game, there are better options out there. but FD checks most of the boxes. the reporting and analytics leaves a lot to be desired and isn't very reliable. but if you're looking for a standard ticketing system that allows you to reach out to customers and prioritize work, FD will suit your needs. not a lot of bells and whistles but there are customization options and FreshWorks has been quite accommodating. Cons what i liked least about this software is: - lack of reliable/easy to use reporting - you cannot download historical data of each individual ticket. to see the full history of the ticket (e.g. how many times it's been reassigned, how many people have viewed the ticket/worked the ticket, etc.) you need to go into the ticket directly. you can't export that level of detail - the automation rules are clunky to maintain and sometimes there are competing priorities of the rules so you need to review the order of your rules to ensure everything fires properly - support has been a mixed bag. one person we used to work with was great and very helpful. he has since left and our new liason tries to be hands-off. it shouldn't take me 3 different emails to get the assistance i need Reason for choosing Freshdesk to be clear, our team did not choose this product. it was chosen for us. i'm not sure what other options were presented to us but we're essentially working with what we got. Review Source MB Muhammad B. Sr. IT Manager Biotechnology Used the software for: 2+ years ### "Become ITIL compliant with FreshDesk" July 10, 2023 5.0 Pros Very intuitive and simple to use. Compliant with ITIL recommendations Cons Reporting and Analytics has limitation and lacks dynamic reporting attributes. Review Source JP Josh P. Tech Support Engineer Insurance Used the software for: 2+ years ### "Freshdesk for the win" February 3, 2022 5.0 We use it for our tech support team as well as other teams in IT. It is super easy to use and easy to customize fields that you need. We are able to keep track of tickets and can assign tickets to other departments to assist. The ability to forward tickets to non-users makes it easy to keep up with all open tickets in one location. Pros Product is easy to use. It sends updates without needing to refresh the page. The app as well as it's ability to be linked to Teams, makes it super easy to stay on top of tickets when away from your desk. Cons You can create multiple ticket views for multiple departments. There is a trash can icon near the ticket view name. Multiple times users have clicked that, and instead of deleting a specific ticket, it deletes the ticket view and it has to be rebuilt. Having a pop-up of are you sure you want to delete this ticket view would save time and headaches. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk was more affordable and still had the features we needed Review Source PT Paul T. System Analyst Computer Software Used the software for: 1-2 years ### "FreshDesk feels like BETA compared to FreshService but its still great" November 16, 2022 4.0 It was a game changer from previous ticketing systems i used, i would aways choose FreshService but only if you have time to make use of setting up the extra features and can afford the extra cost. Pros Its customised to meet your needs, its cheaper than FreshService so it offers a cheaper service if you dont need the features FreshService offers. If you dont have the budget for FreshServixe then you still wont be disappointed by FreshDesk! Cons It feels like its being left behind by freshservice. I wouldnt be surprised if they one day become merged to be one and they offer a lower service subscription package. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Switched from [KACE](https://www.capterra.com/p/208240/KACE/) Needed to Review Source Ahmed A. Founder, Biomedical Engineer & Data Scientist Information Technology and Services Used the software for: 6-12 months ### "Experience The Magic of Freshdesk An Affordable Solution for Effortless CS." January 20, 2023 5.0 Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business problems and improve our customer service and support, The benefits we have realized from using Freshdesk include improved customer satisfaction, better communication and collaboration, and increased efficiency and productivity. Pros Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort. Cons Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Kayako](https://www.capterra.com/p/80775/Kayako/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk After evaluating a number of alternative products, we ultimately chose Freshdesk because it offered the best combination of features, pricing, and overall user experience for our company, Freshdesk offers a wide range of features that are tailored to our specific needs, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, Also Freshdesk is more customizable as compared to other products we evaluated.Freshdesk's integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort, and this was a major factor in our decision to choose Freshdesk. Cost-Effective: Freshdesk's pricing plans were more cost-effective than some of the other alternative products we considered, which was an important factor for our organization. Positive User Experience: Our team had a positive experience during the evaluation process and we found Freshdesk to be user-friendly, which was also an important factor for our organization. Review Source WW Winfield W. IT Help Support Agent E-Learning Used the software for: 1-2 years ### "What You Need To Know About Freshdesk " November 4, 2021 5.0 It is a very good application. You manage your work and get things done✔ I love it Pros 1\. Tickets - Tickets come as Tickets and are numbered which makes it easier to identify them 2. Viewing Tickets - there is an eye which will show when another user is Viewing the same Ticket you are viewing. That way you alert ⚠️ the other User from nor duplicating your work. One picks up a ticket ans identifies and Agent and Tixket number they picked or closed. 3. Search Feature- you can search by ticket number or by name of client and shows all your conversation history 4. Tixket alert- The system allows one to check issues not resolved and are flagged as Red 5. Freshdesk allows you to create your own Tickets and Emails 6. Dashboard - Freshdesk Dashboard helps to show progress of what you have achieved or not 7. Ability to attach files 8. Ability to create Canned responses 9. Ability to delete certain Tickets that are not useful to a User Cons I wish Freshdesk ca improve in the following: 1. The maximum amount of Gigs when attaching files is very small. If they can increase this, that would be useful 2. When creating emails on contacts: On To:- Tab, it is only one email that must written and Freshdesk ystem will not allow you to add several email addresses under To:- TAB option. If they can change that setting, it will be very helpful. I know on CC and BCC it is ok but TO option must still be changed 3. Formatting styles must changes. We have limited options on Freshdesk from Font sislze, styles to Colour. If they can see what Microsoft Word feature or Outlook looks like and work on that 4. When creating tables, they are not as presentable like the way we see on Outlook 5. Editing Tools are limited like Undo, Cut features, they may need to improve that to be user friendly. At some point I deleted my entire paragraph by mistake, if I did not know how to use the shortcut keys like Ctrl + Z to Undo , I would have wanted so much time re-typimg it again. 😔 So for new uses who have no such knowledge, they want to see an Undo feature somewhere. Review Source Sebastien M. Technical Team Manager Used the software for: Less than 6 months ### "Really good & well designed helpdesk software - I checked almost all of them and chose Freshdesk." July 22, 2018 5.0 Much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc. Looking forward to integrate the telephony also :-) Pros I'm tech manager in a growing online business and our support team is currently 3 agents. We needed to transition our support flow from mostly shared email support to something more efficient and I was the one to explore and choose the tech solution that we would implement - I chose Freshdesk. Here is why: The User Experience is very very well designed. I looked into ZenDesk, ZohoDesk, Desk.com, Kayako, Cayzu and others and they were all about the same price however Freshdesk stands out for the ease of use by far. Desk.com was the second-best design however it was quite bland. Freshdesk was surprisingly easy to understand for the less technically inclined people in my team and that is a win. Freshdesk is full of features and while there are many we won't use in the foreseeable future there were enough really useful ones in the first paid plan \[Blossom\] that we felt comfortable justifying this expense for 3 agents and eventually 4. The ease of use of these features especially compared to shared mail made us buy into Freshesk: 'Group', 'assigned to', 'Tags', ' Dispatcher' , ' Observer'. We found how to automate all of them. I had EXCELLENT tech support to customize the ticket fields and widgets; we needed API calls and Webhooks used to fit the workflow to our preferred implementation and really the tech person knew his job, was always patient and knew what to suggest and how to help me configure Freshdesk above and beyond what I expected. Cons The time before we became paying Freshdesk customers is the one place where I feel there is a need for more care. Once we are paying clients however the service is really good. Here are my main points for them to work on: 1. Please, we don't want to feel even the slightest pressure to buy into Freshdesk: we are a slow-moving company tech-wise and we needed more time to try all the features without having our trial deleted. The free trial is 21 days. We did receive one full extension and part of another and our assigned agent was as patient as she could about our slow pace; however I had the impression that behind her she maybe was pressured to ' close the sale ' . I felt pressured to go faster than our time budget was allowing to fully explore in depth Freshdesk. 2. That agent was also somewhat slow at first to answer to some questions I had before committing to a paid plan. 3. While I was exploring the whole feature set of Freskdesk I felt that she was not sufficiently able to help me understand why the first paid plan would be better for us than the free plan. I had made a list of features I wanted more info about and even on a live call I would have liked for her to be able to go deeper with me in my understanding of Freshdesk at that time. I felt she was mostly reading the same feature-sheet as me. 4. So we committed to Freshdesk a bit before being fully ready however by then I knew that there were more than enough paid features for us to make the jump. Review Source ZD Zach D. IT Developer Mechanical or Industrial Engineering Used the software for: 1-2 years ### "Freshdesk - A Great User Experience" May 25, 2021 5.0 The Freshworks team provides a great onboarding experience as well as continued support across all of their applications. They take my feature request submissions very seriously and are always able to respond to my questions quickly and efficiently. Pros This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents. I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways. Generally speaking, this application has significantly improved our support desk efficiency. Cons I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts. Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Ravi K. Sr. Product Manager Apparel & Fashion Used the software for: Less than 6 months ### "Feature rich but unable to fulfil a few important use cases" October 13, 2021 3.0 A good tool but not for everyone as it has use cases achievability only till a level and not in detail. Pros FreshDesk is rich in features and also has a lot of marketplace apps which further increases the feature list. Integration as such is not very difficult, for chat we need to place a JavaScript pixel. There is an Omni channel experience which can help customer services team to be on the same portal and not continue hoping over to different systems. Also, this gives the opportunity to FreshDesk and people using it to control inflow omni channel wise like people on call may not continue receiving chats. Third party integrations are present which suffice use cases like pulling order details from order management system. Cons Although FreshDesk is feature rich and provides integration with third party tools, it lacks some important use cases like chat redirection controls. Third app integration are not as easy as they may appear and have quite a lot of bugs. FreshDesk system itself has shown inconsistent behaviour over time and there have been intermittent bugs in the system. The support is probably not the quickest one and solutions are not to the point many a times and require a lot of too and fro. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Because of presence of omni channel experience and the rich feature list. Review Source ES Eli S. Engineer Semiconductors Used the software for: 1-2 years ### "Freshdesk is just Intuitive " May 20, 2021 4.0 Freshdesk has been great. We are able to effectively manage support tickets from over 100 companies with just a few support personnel. Pros Freshdesk allowed us to enable a customized support portal within hours. The automation and canned responses reduces weekly workload and allows us to focus on improving our products. The customized reports enable me to effectively communicate to my upper management about how we can improve our products. Cons The gui used to deploy the solution articles could be a little more friendly to use. Formatting the solution articles can sometimes be difficult and I find myself directly editing the HTML to get the desired look. As a admin I would like to be able to edit ticket fields directly from a ticket. Reason for choosing Freshdesk Cost, ease of use Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) The Freshdesk interface seemed more intuitive and fun to use. Review Source OH Omnia H. Customer Service Lead Leisure, Travel & Tourism Used the software for: 1-2 years ### "With Freshdesk you can manage all your support channels in one place! " May 26, 2021 5.0 It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans Pros What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response Cons It's only 3 cons: 1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages 2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost 3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk More features with affordable prices Switched from [Chatra](https://www.capterra.com/p/144752/Chatra/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We were looking for more advanced reporting dashboards and workflows customization. Also we had a separate Live chat service but With Freshdesk we can manage Freshchat also at the same time Review Source Alan M. President Information Technology and Services Used the software for: 2+ years ### "Freshdesk can help you manage & grow your MSP business" November 4, 2018 5.0 Freshdesk helped BootUp LLC to get on top of their user help desk support problems, and this NYC-based MSP is now poised to grow its client base by hiring more technical staff and expanding its support offerings. Our collective experience with Freshdesk has been extremely positive, and we recommend it wholeheartedly! Pros Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians. Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls! Cons My only real problem had to do with Notification Alert Sounds. I wanted a way to use different new ticket alert sounds depending upon with the client, priority or assigned to me status so that I could walk away from my workstation and do other work in the computer lab but get a loud sound alert for critical new help desk tickets. A prompt response from the Freshdesk support team let me know that none of the major browsers support custom notification sounds in their API's, so there is no way to implement this at this time. (Hey Google Chrome & Microsoft IE teams: how about custom notification sounds in the next update release? Very useful for advanced users!) Review Source Nitin S. Senior Graphics Designer Graphic Design Used the software for: 1-2 years ### "Great ticket management software for first time customer service manager" August 19, 2021 4.0 Freshdesk is a highly useful help desk or customer complaint management platform. Its social media integration is perfect with support for Facebook pages which helped me have a sync with my daily Facebook complaints. Pros What I like about Freshdesk is that we can manage all our support channels from one place, the automated reporting features are excellent and also useful to customize it according to our requirements. They also have the best support team who helps you at every stage. Reasonable price makes it affordable for first time customer service agencies or startups. We can create our own knowledge base or faq onsite in a free plan. Cons The first thing I realized while using the ticket management system is that it confuses and doesn't always display the exact team member name who gave the response when multiple customers are involved in a support ticket. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Other softwares aimed at enterprises which help desks serving internal customers. That makes them much more costly with the same features in freshdesk. Freshdesk is focused on processing service tickets from external customers which makes me choose freshdesk over zoho desk. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) My team needs a much better and smooth way to serve customers online. Zoho have some complexities in dashboard and monthly report insights. Freshdesk provides more features along with quick review of customers on the dashboard that helps the team have daily or monthly insights about complaint status. Review Source VR Verified Reviewer Managing Director Computer Software Used the software for: Less than 6 months ### "It's good enough, but some features are lackluster, too expensive or missing" April 12, 2020 4.0 You'd think that 400M of total investments gets you an insanely good piece of software. It does not. Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need. That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile. Pros It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot). As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good. There are a few nice features when it comes to automation. Cons There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying. In no particular order: - There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other. - Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example. - Speaking of lists: They are hard coded only for contacts and companies. - The API uses base auth with a very simple password. - Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other. - If you want to change basic SLAs, you need to upgrade to the higher tiers. - If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates. - Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example. - Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too. Alternatives considered [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[Deskpro](https://www.capterra.com/p/127288/DeskPRO/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Kayako](https://www.capterra.com/p/80775/Kayako/) Reason for choosing Freshdesk As you see above, there are quite a few drawbacks. None of these was a deal-breaker for me, but they do seem to be rather arbitrarily set limitations to get customers to upgrade to more expensive tiers of support. Ultimately, the deciding factor was the ease with which to integrate Freshdesk over their API with other tools that we use. Compared to the others: Zoho Desk's API was almost as bad as their customer support, but their ticket workflow options are far superior to Freshdesk. Happy Fox came close, but their API had a severe limitation for us as they only allow one specific status to create tickets with, which didn't work for our use case. Otherwise, we would've picked that. Zammad did not support multiple email inboxes at the time we tried it. Kayako did not leave a lasting impression. Deskpro was for the longest time the forerunner, as we really would've liked a self-hosted tool. Their user interface is not as slick as the one from Freshdesk (or any of the others, really) and I don't like how they handle workflow status, but their support team was \*by far\* the best of them all. Unfortunately, we didn't get the self-hosted option to run reliable in our environment. And while their API outshines everybody else's we tried their GUI was a bit too clunky and cluttered for our taste. I'll definitely will keep an eye on them and check back how they improve. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.