Who Uses This Software?

Startups, small and medium businesses, and enterprise companies.


Average Ratings

496 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
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Freshworks
  • www.freshdesk.com
  • Founded 2010
  • United States

About Freshdesk

Freshdesk is a SaaS based customer support software that comes with an in-built knowledge base. Support teams can create knowledge base articles to share step-by-step instructions and guides, along workarounds and solutions to common problems. You can even turn on Google Analytics integrations to get a peek at what people are looking for in your support portal. You can share certain solution articles within your team, with customers from certain companies, logged in users and the like.


Freshdesk Features

  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning

Freshdesk Reviews Recently Reviewed!


Quick tool with useful features

Jun 21, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: For raising and dealing with support tickets Freshdesk has all the features you'd need to manage it quickly and efficiently: assigning ticket to team members, viewing ticket chains, linking multiple tickets together, etc

Cons: The UX can be confusing at times, it's not easy to see all the information you want at the times you want it (i.e. Company of the person raising the ticket)!

Capterra-loader

Awesome free helpdesk solution

Jun 20, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's free and usable. Freshdesk free plan is totally usable for small teams. It has all the necessary features to make customer support easy.
I love the email to ticket functionality.

Cons: My integration with Slack has some problem.
It now ask me to login twice ( the second time via Freshwork) to get to the support desk.

Overall: Free customer support solution for my businesses

Dead simple help desk and support system.

Jun 20, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to use and works well with client portal and gives great visibility into tickets and problems. Reporting is also very good.

Cons: Not too many to speak of the only reason we are moving away from it it is to better integrate with Atlassian Jira.

Easy to use and flexible on associating with other tools

Jun 20, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to link to other tools and email. Auto correct on the time of any email/notes added on the ticket as we have other staff that's on a diff timezone.

Cons: Reviewing agent reports needs familirization to be proficient with the tool. Search keywords needs to be exact to be able to find what you're looking for.

Capterra-loader

A powerful tool as a first level of support, scalable, dynamic and simple to use.

Jun 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros:
freshdesk has multiple usage options such as Self Service Portal, Community Portal with Idea Management & Voting, Satisfaction Surveys, Multiple Service Level Agreement policies (SLA's). In a simple and simple way compared to others that despite appearing to be more complete, they become cumbersome.

Cons: Perhaps for the continuous improvement, some improvements are slowed down by not working properly, but they are not errors that remain because immediately the programming team gets to work and is solved as soon as it is reported.

Overall: I have managed to create incident control policies in a centralized way and at a cost below, since it is managed in the cloud and it is possible to access it from anywhere. In addition, my clients do not need great knowledge of IT and can through the apps, access the ticket portal from virtually any platform (facebook, twitter, among others) thanks to its natural integration.

Capterra-loader

This produc tis feature rich with all the applications that todays customer support agent needs.

Jun 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The transition from SDP was seamless, i was skeptical at first but i learned how to use the software within 30 minutes of using the product with the help of the training video that is provided, The chat application allows me to convert the chat to a ticket if needed and the tickets are tracked so they can be merged with other tickets from the same customer. I am now using the new MINT version which is even more streamlined, I have not yet tried the intergrated phone application but I have already been told that we will be dropping MITEL asap,(finally) and will be adding the phone feature very soon, I cant wait! I am confident that this is only going to enhance our user experience.

Cons: I have not yet found any reason to not like the software, it really does everything that today support agents need to do their job effectively. Keeping track of the tickets and the round robin feature assigns the tickets to the agents in order so they are distributed evenly among all agents. so there is nothing so far that i like least about this software.

Overall: It is so much more streamlined than our old software SDP and I use this product nonstop for all of our customer support needs and will be adding the phone feature very soon.

Wish I had stayed with ZenDesk

Jun 19, 2018
2/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Inexpensive, has some integrations and apps. Ability to scale agents up and down and assign different roles.

Cons: Apps and compatibility are really lacking. Zendesk is light years ahead of FreshDesk in terms of integrations and apps, agent productivity, automation and chat.

Overall: centralized customer service ticketing

Until now the best in software to manage customer service

Jun 18, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Freshdesk collaborates a lot with the administration of customer support. It helps to store
the data related to the necessary maintenance. Helps to resolve customer inquiries, helps the company increase the retention rate since customers are extremely satisfied with our
responsiveness

Cons: I think it still needs some updates. If it is going to be implemented in a new or medium-scale company, it seems that it has a higher price, but in general it can be a very good option

One of the best help desk platforms out there, but with its quirks

Jun 17, 2018
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Incredibly affordable help desk system with an abundance of features and tools. Integrates almost flawlessly with the Freshworks platform to add calling, live chat, and an entire suite of apps.

Cons: Way too buggy. Out of all the tools our company uses, employees ask for help with Freshdesk most frequently. It is quite too often where a feature stops working, acts funky, or we get a case where we need to delete cache/cookies/history. Not a great tool for someone who doesn't know how to troubleshoot.

Capterra-loader

VIPKID Teacher Loving Freshdesk!

Jun 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: As an online ESL teacher, I use Freshdesk daily to communicate with home office in China. I also use it to read and write discussion posts with fellow teachers. It is vital to my success for this job! The search feature is my favorite as I can search in any past discussion post or FAQ.

Cons: When I log into Freshdesk on my mobile internet (apple safari from iPhone), I am unable to view my past messages to customer service. Sometimes when I am not at home, I like to check or create a ticket to submit for my work and am unable to. This may have been a glitch.

Overall: I love using Freshdesk to communicate with home office in China for my job. Also, it is a great way to communicate with fellow teachers around the country/world. We share ideas and contribute to discussion posts to help grow our community for the better.

Capterra-loader

We use this on a daily basis and it is great!

Jun 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We use Freshdesk on a daily basis and it is a great tool to manage all of our tickets from our customers.

Cons: I would like an easy way to shut down one employees account and easy move all of their tickets to a new team member.

Easy Setup and implementation

Jun 15, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Freshdesk makes support management simple at a cost effective price. Setup was easy and straightforward including setting up our custom domain. Ticket management was simple to set up with customizable parameters. We liked being able to quickly use canned messages to provide immediate support. Responding to customers on the go was also easy with it's mobile app. We also likes automatic suggestions that gave customers possible solutions based on what they were asking.

Cons: Ticket creation via email sometimes created extra tickets or tickets from spam messages. This wasn't as easy to manage as we would have liked and often times required us to filter through tons of support tickets that were generated in error. Pricing was ok our small team, but became not so cost effective when adding additional agents.

Overall: Easy customer response online and via mobile app

Good customer support tool

Jun 15, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Created better relationships with our customers as we're able to support them faster and share knowledge across the team.

Cons: The paid tiers rise sharply and when trying to use the mobile application it doesn't feel as fluid as the desktop.

Regrettable decision

Jun 15, 2018
1/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Managing tickets themselves is pretty simple. The interface is easy to comprehend, even without much training.

Cons: This is one of the buggiest ticketing systems we have ever seen.
* Filtering is not always responsive; when you return to the ticket list, the filters are reset sometimes (and sometimes they are not), which is very cumbersome.
* Links from the automated system are often riddled with spaces that throw errors when you try to open them up. The link text does not match the hyperlink itself.
* Support is non-existent. Issues go on for years (literally, in some cases) without being addressed, despite assurances they are being fixed.
* The transition process was a nightmare. We were six months behind schedule, and the conversion was sloppy.
* There have been frequent service outages and degradation in performance in the brief time we've been with them. We have not experienced this level of performance with any other vendor.
* Calls are not returned, agents are impossible to reach, and we are extremely dissatisfied with the entire experience. We are actively searching for a new vendor already, and we have had it for less than 7 months.

Overall: The only benefit we really get from Fresh Desk is a system to track new tickets. Older ones were migrated poorly, nothing is searchable by text, there is no support from their team, and we have frequent performance degradation issues. This was a regrettable decision which we are looking to rectify now.

Capterra-loader

Great app for tickets for helping the support team to help customers.

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy to use and configuration, great app for review all tickets generated by customers in one screen, you can manage your support team.

Cons: Nothing bad to say, its all winning point! grate value for money. Its an application that is worth to invest.

Overall: Great value for money! Amazing software

It was really easy to set up and deploy. The basic version is actually surprisingly feature packed.

Jun 14, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: You can get started by investing very little in it.
Easy to set up and deploy.
Decent amount of features.

Cons: Our users had some issues getting used to the interface.
Somewhat complicated to use when you are starting out.

Freshdesk has been an optimal part of our Customer Service team for several years.

Jun 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The biggest pro to Freshdesk is the data and metrics that are provided. We are able to keep track of our customer service team with very little questions because all of the information is available within Freshdesk.

Cons: There are times that the system runs slow or some calls cut out while our Customer Service team is handling an inquiry or problem.

Overall: One of the biggest benefits of this software is the data that is provided - cannot say it enough. I know that our CS Manager has some troubles with their customer service when something is not working properly.

Capterra-loader

Good system

Jun 14, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: They are constantly improving their systems. Friendly support. Good features. Lots of connections and integrations

Cons: The layout has been a bit of a bother. A few of the features you have to be taught how to use, meaning that it isn't always intuitive.

Excellent Software!

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It's very quick and easy to set up with little explanation to others on how the system works. It's great because it keeps track of all emails and requests and any other issues that occurred!

Cons: I am new to using this product so I don't have any complaints as of yet. I would recommend to anyone looking for a product that tracks all the following emails, requests, issues, and vendor contacts!

Capterra-loader

A simple help desk application

Jun 14, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Fresh Desk was fairly easy to set up and start using. Little training was needed for our end users to begin using which gave Fresh Desk an high-value rating.

Cons: In my opinion, the software was a bit elementary in design both in function and look-and-feel. Also from the standpoint of the helpdesk provider, it was time-consuming to use.

Basic Time tracking functionalities

Jun 14, 2018
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Basic Time Tracking functionalities, easy to use user interface. Has all the essential functionalities for basic time tracking.

Cons: It doesn't have a lot of advanced functionalities, ex. assigning multiple users to one ticket, and the analytics function provided is very limited.

Well, we are using this application to address queries of customers or personnel of Internal dept.

Jun 14, 2018
4/5
Overall
4 / 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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Pros: It's easy to track the queries/concerns and allocate of the same to respective department for the fast & efficient resolve of queries.

Cons: When a third party or the persons in the CC reply to the mail it creates another ticket which leads to creates unnecessary workloads of the admin.

Overall: Managing various queries, Issues or doubts by organising or tracking thor' a unique ticket no. so to resolve in a timely fashion.

Capterra-loader

Freshdesk has been a phenomenal element in our in-app support functionality right from the start.

Jun 14, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Their SDKs are pretty easy to integrate. I really mean it, it's like, add these 2-3 lines in your project and you're done. Happy chatting with your customers. Unlike most other products, their dashboard UI doesn't suck. It's actually pretty good.

Cons: SDKs doesn't provide too many options for customizations. Also, one time I had a compatibility issue open with their support team for ages without proper resolution.

Capterra-loader

Great helpdesk software

Jun 13, 2018
5/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Freshdesk is an excellent software for any type of business; large, small, medium. Anything you need to organized your business is in Frshdesk.

Cons: I find freshdesk a little hard to use. It takes me time to learn how to use it. Maybe the technical support could improve this subject, and it would be amazing having more tutorials or internet support.

Overall: I really benefited from freshdesk with everything related to communication with customers.

It does it's job, but there is a lot of maintenance required to keep it running

Jun 13, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: It's a great way to integrate phone and email services together for Customer Service. Especially for the price.

It keeps everything organized for customer service so they don't have to keep multiple windows open. They can use the phone, while on a chat, while reviewing an email. It's great in that regard when it does work

Cons: It's a very buggy platform. A lot of times, the phone feature will stop working all together, causing us to have to shut down for a few hours while we try to get it back up and running. The customer service is also not the best. Though, you can tell that they are equally as frustrated as the same issues are appearing but have not yet been addressed by the FreshDesk team.

Overall: We get a fairly inexpensive platform that allows us to handle basic customer service needs. It also brings us some much needed organization to emails that we could not find anywhere else.

Excellent choice for helpdesk software

Jun 13, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Freshdesk uses a very simple and easy to understand interface despite the fact that it ties together conversations from a number of different sources including social media as well as email, phone, and web chat. I like that it supports multiple time zones and languages. I think it can fit most industries right out of the box. If not, there are dozens of ways to customize it. Pricing is reasonable for the lower levels and they do offer a limited free version.

Cons: Set up can be difficult and there doesn't appear to be very many tools to help you out. Their premium level seems over priced. I'm not a fan of the "game mechanics" that try to make support more fun but I give them an A for effort. I would like to see stronger integration with Salesforce.

Overall: One of the best helpdesk software options on the market. They do a good job of trying to be customer focused.

Freshdesk equals a relief in help desk software.

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The thing I like most about this software is that it is very easy to use and everything is cloud based.

Cons: The thing I least like about the software is the GUI/Interface. I think it should have more color to ease the eyes on differentiating the layout.

Solid customer service ticketing software

Jun 13, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to use and customization is easy by users vs having to go through their PS team. Slack integration is nice feature.

Cons: Interface isn't great and sometimes takes more clicks to get where you want to go then it seems like it should

Capterra-loader

Excellent platform to be connected with customers through different social channels such as twitter

Jun 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: it improves the integration with the client, to be able to give quick and precise answers, it is easy to create and edit, it works perfectly for small, medium and big companies as it is the case where I work, through the tickets one can be assigned to each Responsible person, one or more people can answer the ticket, private notes can be made internally with several people on the work team, you can format your answers, check the status of the ticket easily, the best thing is that each analyst has his Inbox where you see all your assigned tickets, you can categorize each of the tickets, Each ticket that comes to your helpdesk can be prioritized, categorized and assigned automatically

Cons: Seldom the software is a bit slow, I can only add that because the platform is really good and easy to use, I have not had any problems with it

Overall: This support platform is great for any company that needs to be in fast and efficient contact with their clients, they can be in communication through different ways, including by phone with their call center, have an active chat where they can ask questions and participate with them proactively, so that the work becomes more entertaining and exciting this application has something very special that is the mechanics of games so that your team earn points such as medals and trophies, is a safe and reliable service, You can integrate surveys to measure the attention and speed of the answers of your work team

Very productive to manage Support Cases

Jun 12, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Ease of Use -> I can configure Freshdesk with little help from customer service. Furthermore, I didn't need to explain everything to my colleagues, how to use Freshdesk. It is self-understanding.

Cons: I dont know what i don't like. Until now, I am happy to use Freshdesk and if I am struggling with something, customer service always responds very fast.

Capterra-loader

Freshdesk: Great concepts and customer service, but lacking in depth

Jun 11, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It allows me to call people using a service line. It records both incoming and outgoing calls and allows me to take notes on them and tag them and assign them to different teams. Emailing between teams is easy and the notification system allows you to easily share tickets, conversations, etc with other teams members. There customer service response chat box is top notch with quick responses and helpful tips.

Cons: I wish it transcribed part of the conversation for you. Merging tickets can be cumbersome. the metrics needed to measure certain data points can be difficult to achieve with the base options for how to organize tickets. Features often seems buried within a multitude of steps and can be complex.

Overall: Allows me to organize customer service calls by adding notes to calls to keep track of customer service inquiries. It is easy to share things with teammates around tickets.

Great ticketing system for smaller organizations

Jun 11, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I liked that it was very quick and easy to setup. Easy to figure out and implement. Great for companies that don't need HIPAA compliant software.

Cons: The only reason my company didn't continue using this software was because it lacked the necessary HIPAA compliance we needed.

Overall: While it didn't have the HIPAA compliance my company needed, I would still recommend it. It's a very easy software to implement and use.

Capterra-loader

Really good customer support platform

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: very easy to setup and customize: apart from adding configurations to cpanel setting up is a breeze

Has lots of features for a decent price

Allows unlimited operators

Cons: Interface not the best. They're working on and testing a new one but I don't like it either. Its not very bad just can be easier to user without clicking so much to find everything

Overall: really for any business getting started. The apps are convenient too and allowed my to use my time more effectively

Helpful and Well Designed

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the look of Freshdesk. It keeps all tickets organized and easy to find. The reports that are able to be generated come in handy in our meetings.

Cons: I wish it was able to be AD integrated. We had to enter in each employee's info so it can automatically be tracked. We only had to do it once, but it would have been much simpler with Active Directory able to be synced.

Easy to use, can get on and manage ticket flow well on a daily basis.

Jun 11, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It provides a nice interface/clear design. Its easy to use (now have it set up for our needs). It integrates well company assets and like the agent install that they provide.
Has great up time/speed, never have any issues with it being out of use. The liaison have had with the tech team provides confidence they know their product.

Cons: Do find it a little over complicated in places. To fully appreciate, probably more geared towards a larger organisation/big on the ITIL. Did have to ask quite a few questions via their helpdesk to set up and get it working to a way that suited our needs.

Capterra-loader

Excellent for the control and monitoring of technical support cases for my clients

Jun 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: That the clients open the requirement independently, and immediately all my group of technicians are aware of the requirement in a professional manner

Cons: Is a software that must be used in its own web domain, it is quite complete for what is required of it so there are few cons with regard to functionality, however I see that it has a basic design and few options of personification of the environment what the end customer will see. And
in the part of integration with social networks are missing facebook and instagram

Overall: If you run a small technical support company or consulting to customers this software will help you keep track of the cases, and will make those customers feel that although they were not answered by telephone when leaving your requirement on the portal, they will be taken care of.

Capterra-loader

Keeps Everything Together

Jun 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Keeping track of customer interactions / tickets and Slack integration. Whenever there are issues in terms of he said she said, we can quickly find the answer.

Cons: Mobile app isn't very comprehensive and I need to get to a desktop if I want to run reports.

Overall: Accountability between different employees and customers in a centralized location

Overall ok software

Jun 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Its easy to collaborate and customize to your needs and the interface is user friendly and intuitive for a beginner.

Cons: If you are needing all the bells and whistles, this product may be a bit pricey for the average person

Solving all our customer service headaches!

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I looked at Freshdesk and a competitor and what I like most about FD was the ease of use and intuitive design.

Cons: So far I haven't encountered any cons! We were having such a tough time keeping up with our growing business communications that this has been a godsend.

Overall: It helps us keep track of all emails and requests, issues, vendor contacts, and more. Such a time saver!

Capterra-loader

Most effective customer service ticketing system

Jun 07, 2018
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 hard to find a ticketing software as well featured as this.
- It has an amazing UI. It's so easy to use.
- Keeps all your tickets organized.

Cons: Small bugs, but no doubt they will be fixed.
It can also get a little bit pricey.
Other than that, I don't really have anything negative to say about the software.

Overall: I was able to give an aesthetically pleasant view to my tickets as well as resolve them much faster.

Best software to use it as helpdesk and even you can try for 3 months free trial which includes all the features

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and anyone can learn without any prior knowledge and it also can be used through email which allows us to interact with customers.

Cons: Little expensive when compared to other tools and that to when you wanted to use reporting module you should require premium package. Though you can test it before you purchase.

Capterra-loader

A very organised system that allows my colleagues and I to review customer support needs.

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love how Freshdesk keeps all our tickets neatly displayed on the dashboard. That way we can identify which issues are urgent and also under which category. If we so choose we can also review reports and statuses of various sections of our product.

Cons: The navigation can be a little cumbersome at times, needing to click through multiple pages to get to the information I require.

Overall: With Freshdesk we are able to keep our customer support on-going with ease. Being able to view reports and having integrations with other tools such as Slack keeps issues easy to track and update.

Best Experience in support ticket system

Jun 05, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 1- Great UI interface. 2- Simple navigation. 3- Offers many customizations and integrations. 4 The relationship management between tickets.

Cons: Freshdesk is ease in use and there is nothing that I would not like about this service. I'll recommend it to everyone who are in need of helpdesk/support type of solutions!

Overall: support time

Great software for a larger company.

Jun 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that this app definitely maximizes my day to day efficiency buy having canned responses for common questions from customers.

Cons: It is a bit pricey. I have done some research and although this program is packed with value, it is a bit out of my price range.

Freshdesk is the go to product for client service management at a very competitive pricing

Jun 04, 2018
5/5
Overall
4 / 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: The basic plan offers an integrated process aligned with the ITIL framework, which makes it a great tool for managing your service management and customer support process. I like the fact that with any knowledge of ITSM (IT Service Management) the tool help team/users implement its best practice without any study time of the ITIL V3 methodology

Cons: so far I don't have a lot to add for now, however I believe that free plan can offer a free chat messaging (website widget)

Overall: Freshdesk offers a virtual customer service management support team. Affordable pricing plans with scalable solution options.

I suggest it to clients all the time and use it myself

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

Pros: Its very collaborative and easy to use. Their support is very quick to respond to tickets if any questions or concerns to arise. Very impressed for the price.

Cons: I recommend this to many clients that sell software. Never recommended it for a company that sells physical products. Does a good job for what it is intended to do.

Capterra-loader

Best small business helpdesk software

May 31, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: You'd be hard pressed to find a helpdesk software suite more full featured than this. Infinitely customizable and easy to use. Enables you to make even the smallest startup look very professional to your customers.

Cons: The prices can be a little bit high, if you need any of the features beyond the basic stuff. It can sometimes take a little while to get a response from customer support.

Ticketing,Collaboration,automation are lovely features of this software

May 31, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: This software is used by almost 150000 customers all over world.It has delivered solution in two categorize one is for enterprise and other is for SMB's. My experience with software is very good , i received daily approximate 200 emails of my customers.Sometime email reply was missed by customer care staff than customers dissatisfied and frustrated with gap. Now with this software our every email is converted in to ticket and proper reply to the customers.We are happy to use this software.We can track easily biggest issue of any customer and resolve asap.

Cons: There are some bugs in to software which should be fixed.Customer support should be improved like other helpdesk software.Hope you will do better.Thanks

It's easier to use than Zendesk and many other customer support platforms.

May 30, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The user experience is great, really easy to navigate through and set up canned responses. I also liked the rule and tagged feature because you could easily classify tickets to determine any reoccurring issues that our customers were having.

Cons: That it does not easily integrate with other platforms such as Slack. I also did not like that you couldn't initiate emails only respond to customers who had already submitted tickets. This has been fixed so it's a great improvement.

Overall: Easily track any reoccurring issues so that we could solve problems quicker.

Very good alternative to ZenDesk!

May 30, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Pros: This software is a very good alternative to ZenDesk, because you get all the features of ZenDesk to a cheaper price in a more fancy overview. If you need an "allrounder-tool" you're well served with it.

Cons: Well, there is a free solution, but this solution can't do as much as the other ones. If you have a very big company and you want to use all the available channels, you have to pay per agent per month. I think that is very expensive, but this is only my opinion.

Keeps track of everything!

May 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It's so easy to use. This software makes organizing daily tasks so much easier than without. Assigning tickets is a breeze and everything is customizable.

Cons: It's very basic and could use more options, and there can be a bit of a learning curve, but closing a opening tickets is all we used it for, so there's not much to say negatively.

Great FAQ management tool

May 29, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: While there are tons of other features, we just use the tool for our FAQ management, and it works really great.

Cons: If you're in the free tier, you need to log in at least once a month to keep the account activated.
There are probably other players in the market that have more bells and whistles.

I like it because it has integration with several applications like Zaipier and Google Apps among ot

May 28, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: One of the most important things is that it has made it possible to measure the disengagement of my employees within the university field.

Cons: I think the reports can be improved, and they can incorporate some part for the management of social networks that I did not really see.

Overall: The control of the tickets very good!!!

Easily Manage Tasks Generated by Email

May 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: - Seamless email integration, easily to create and update tickets via platform or email - Easily to collaborate on and assign tickets - Easy to use mobile application

Cons: - Clients need to register an account before being able to file a ticket - A good deal of setup is needed by an admin team

Works well, easy to use, could use more features

May 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It works, it notifies people, I'm updated when my tickets are updated, and it's easy to use. Could use better features like dragging a file instead of having to find it.

Cons: My tickets can sometimes sit there for weeks. I can't tell if the other person is being reminded that the ticket is open, or what's going on with it. Instead of having to reply to it, I wish I could click a button to remind them. Flag it somehow. It doesn't seem like this software is improving or adding features in any way.

Overall: I can open internal tickets and get them solved.

Best customer support software I've ever used

May 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It is extremely easy to use, and is very easy to set up and get running as well. Have had an amazing experience with it

Cons: Not cons, but I guess they have to streamline the task for repetitive tasks and probably put in some AI to further save time for simple tasks

Been using Freshworks for a little while now and I am impressed.

May 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Pros: It is affordable (FREE) on the lowest plan yet doesn't skimp on the features available on the free plan. I also like that fact if you ever want to integrate social or a phone support channel you can on the higher plans if your company grows to need that. We are a smaller company so the free plan works well for us and has everything we need and more.

Cons: I haven't found much that I can complain about yet. I do with the higher tier plans weren't based on a per agent per month fee but rather a flat per month fee with unlimited agents. But thats just being picky.

Fantastic product; recent glitches

May 24, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Love love love everything about this software except for the recent crashes and slowdowns we¿ve been experiencing.

Cons: As mentioned above, our team recently stumbled across some issues in terms of freezing, crashes and general slowness.

Our only solution for help desk related work. They work, especially well for SMBs.

May 23, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: This software has everything you need to operate small to medium sized help desk system. It's light and has essential feature to communicate with your customers.

Cons: It's limited in some of the advanced software once you become bit bigger and need more of automated and customized features to respond to customers.

Even though we are using the free version for managing our rentals, we find that it is very useful.

May 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It has full functionality other than only have one agent but that does matter since there is only me. I can track requests from the tenants and also I assign jobs to contractors from the software which keeps track of all the open task and reminds me if I something has dropped off the radar. Previously I forgot about it if I lost the email but I would never forget something unless it is resolved!

Cons: I use it a lot and I have not encountered many issues which I have problems with. One issue is syncing it with our existing domain, but that is a small issue which is more easily handled by subdomain redirects.

manages support tickets from one inbox. A decent cloud based support ticket system.

May 23, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Freshdesk is a valuable business resource that can be purchased. Very easy to use. Tickets come into a well-organized location.

Cons: A bit difficult to set up at first. the customer support could be better. a lot of features that arent being used.

A new user that has been pleasantly surprised

May 23, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We have been using Freshdesk for about a month now and it has certainly exceeded our expectations. We've moved from our own on-prem platform to this hosted one. This makes management so much easier and is accessible from anywhere as long as you've got an internet connection. There's also an Android/iOS app available for free that easily hooks into the platform. We like the fresh, simple look and flows like a helpdesk ticketing system should. The cost is reasonable and fair for what you get. The priced levels seem appropriate and not just a way to get you to pay more for features you will not use.

Cons: There is an area where you can set up your own custom ticket fields for staff and customers. The setup of the multi-level fields was a little challenging but doable after working with the menu a bit. Some of the canned fields also can't be disabled. Some of these we wouldn't use and would not want to present it to whomever is filling out ticket.

Overall: Easy migration to a new ticketing system. A fresh updated and easily accessible interface without VPN or any other type remote connectivity software.

Great tool for knowledge management and employee issues

May 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and administer both the ticket system and the articles feature. We are also rolling out the user forums and enjoy that so far.

Cons: It took a while to get implemented fully, but have been overall very satisfied. Some of the more advanced features seem to be pricey for our organization.

Was not as user friendly as other systems.

May 22, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Some users will prefer this system and can get their work done in it easily. We switched from Basecamp to this. I found developers enjoyed using this most.

Cons: It is pretty complex so training is necessary. Lots of operations, menus, and tagging to understand.

Easy accessible & professional appearence

May 22, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: FreshDesk is such a brilliant tool. It is easy to use, easy to access and is aesthetically appealing. I love how you can personalise it for your company & how we can work with different partners/customers at ease. Our customers can easily access files on how to operate & also our staff can reach whatever they want at the click of a button. Its email automation tool is also easy to follow and understand- making working life 100% easier.

Cons: There aren't many things not to like.

There are some tools we may benefit from that freshdesk don't supply but overall ease of use is phenomenal. I guess i had issues with the logging on process first but that was an easy issue thats easily fixed.

Overall: Easy accessible files, simple way of communicating, Issues can be known easily, vibrant, great tool to use

Impressively facilitates customer service through social networks, email, among others

May 21, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: this software gives me the ease of saving a lot of time and money; the way it facilitates me and allows me to communicate with my clients instantly by any means of communication and the best of all facilitates a diversity of languages which makes it extremely fantastic, useful and practical

Cons: It would be absurd for me to have criticism of this software because in the experience I have had with it, it has been great; and at the time of a problem the self-service portal has helped me a lot

Stop forwarding emails now

May 21, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love the interaction with our team members. It's so easy to 'assign' emails to the correct department and the correct person within that department. Forget about hitting the forward button again, and having your team mates emails clog up with FWD: subject lines. You are also able to privately leave notes for your colleagues that the client doesn't see, but remains with the email chain! Happy days indeed. The customer service is great - even with the free version! - and you'll hear back very quickly about your queries or concerns. Nothing is too big or too small for them to respond to.
Also, you can set-up response times, and review how the team is going reaching the company's response time. This is a great function to see how your team responds to clientele and also to see the average resolution time of tasks. You're also able to change timezones so that this reflects more accurately.
Love, love, love the autoforward function, ie. if this email address @123abc.com sends an email it automatically gets assigned to this person in the team and this group. This isn't 100% accurate, but it's helped save time overall with minimal unassigned tasks coming through.

Cons: By setting up groups and team members of those groups, unfortunately if you assign it to the person & the group they'll get 2 email separate email reminders for the same email. We get around this by simply assigning it to the person in the group responsible, and they themselves apply it to the client group.
Another thing that is a little annoying, is if you apply it to a group - it leaves the email in 'unassigned' on the dashboard. Only if you apply it to a person will it remove it from this section. Again we just ensure we assign it to an individual.

Overall: Time saving functionality on many levels. Less emails in your inbox, and less hitting the forward button. Best part, if you're using Zendesk, you can import your emails from there when you get started. The functions in the free version are fantastic. Help desk, HELPS, but responding quickly. All private messages on a ticket or message are kept together with the email chain and kept private (unless you want the client to see the message). Recommend this product

I am a user of Freshdesk

May 21, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the ability to identify and assign our support tickets in to specific departments
being able to access the ticket within the email is useful

Cons: I don't really have anything negative to say about the software. My dally activities are easy and fluid using the software. I do wish I could set up reminders of overdue tickets.

A better customer support tool

May 20, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Freshdesk helps with customer support management. it helps with storing the data related to maintenance needed. Helps with resolving customer queries.

Cons: Provides good looking and easy to use forms to manage data. Custom reporting can be done easily using available options.

Always offer an instant customer support

May 19, 2018
5/5
Overall
4 / 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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Comments: Effective Ticket Management resulting good customer experience.

Pros: Assigning tickets was never been this easy, one can label the tickets and forward it to the right person. - Whenever there is high traffic, over emails, calls or social sites, Freshdesk has an option to assign Agents (team members) to provide support, it helps to reply the customers on the right time, and not to miss out. - The Android/iOS is also a gem, when we are on the move also, we can always support our customers, bringing good experience to them.

Cons: Though Moile application is a great tool, it still needs some updates, also for a startup - or mid-scale company, it seems like on a higher price side, but overall it can be a good option.

Capterra-loader

Awesome ticketing software

May 18, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great centralized management of tickets/requests. Fun features built in for both managers and technicians (scoreboard and point system). Built-in surveys make it easy to gather feedback from clients and users.

Cons: The newest update resulted in some frustrating changes to the interface and editing responses within the system.

We use FreshDesk for all our IT and ticket tracking needs.

May 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's a simple, clean, and organized way to track IT tickets and the status of their desired resolutions.

Cons: With any helpdesk software, an overwhelming amount of tickets means an overwhelming experience. Not sure there's much from a product standpoint that can be done there.

End user facing SaaS custome support - easy to use

May 18, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Very easy to learn with quick learning curve. Enough features in the basic package to provide a decent customer support online service.

Cons: Very basic feature set in essence. Need to fork up cash to get the more full feature set and even then its lacking in the knowledge base.

Very easy to use, great communication tool

May 17, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The layout, set up is easy to navigate. Organizing responses is also not hard to manage and keep track of!

Cons: Wish there were more options and integrations for customers and with Magento which is the platform I use.

Capterra-loader

Its a great tool for ticket maintenance. And it's FREE!

May 16, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The Free version is great and it has almost everything we need to run our support tickets and streamline the team.

Cons: There is a learning curve to start with. I suggest to let you and your team start using it on our own first before you launch it to your customers.

We use freshdesk to track and respond to inbound emails from clients.

May 16, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the ease with which you can assign and communicate with team members. It's very important that we do not let any important incoming emails slip through the cracks and being able to easily assign a responder makes that a much easier task.

Cons: We have a huge volume of emails including some that are less important and it can be difficult to sift through the masses to stay on top of the most important ones. Granted there is search and rules functionality but I think it could be improved to make our lives easier.

Fresh desk was a great tool for our startup during early growth period. Easy to use and integrate.

May 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: What made Fresh Desk great for us was the ability to integrate it with other software. Freshdesk is a great tool to connect customers and businesses.

Cons: As our company grew, we eventually built our own CRM. The only Con was that Fresh Desk is a tool that has to be used with other tools/software.

So Easy to Create/Manage Support Tickets with our Developer

May 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Our website (Shopify) developer (Avidest) uses FreshDesk as a support ticket help desk. It is so easy to create and manage support tickets including sending links and attachments to help get our projects completed quickly and easily.

Cons: No real cons. It's a simple software that allows for opening/closing tickets and then providing feedback once the job is done. I have no complaints.

Great for enhancing IT service

May 15, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ready to go out of the box Full of automation possibilities Great, meaningful templates ready to go Wonderful support Knowledge base Great for handling multiple user bases/companies

Cons: Analytics and metric capabilities could be improved Expensive for additional agents v functionality gained

Very strong solution if custom-coded to optimize efficiency and quality of service

May 15, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: -Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
-Custom fields allow one to use Freshdesk as a pseudo-database, accessing requester information immediately. Very strong feature for customer support for eCommerce and physical goods purchased with order records
-Phone support is very reliable in connectivity
-Administrative settings are flawless, providing ability to restrict permissions perfectly
-Merging of contacts is very effective

Cons: -Chat feature is not the best solution that exists
-Quite expensive to access custom features and customization
-Slow to very slow if custom-coded(3s+ to open tickets)
-Regular contact fields are limited(only 2 telephone numbers)

Overall: Amazing solution for assisting eCommerce customers after custom coding of solutions and database. Very reliable software for all of your customer service needs

Great helpdesk!

May 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: FreshDesk is one of the easiest to use helpdesk platforms I've found. Not only is it easy to use, it's also very affordable.

Cons: Customer support is a little lacking. The new FreshWorks integration makes using multiple FreshDesk logins completely impossible.

Overall: Complete support management.

Great Support Tool that helps prioritise your work effectively and efficiently!

May 15, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I love that you have an overview on what other people are working on. You can view the status of a request. One can share a workload. Merging of tickets also helps keep all your correspondence in one quick reference. I love the stats one can pull to get a holistic team view on what work is outstanding, who seems to be carrying too much workload or who is not resolving issues in a timeous fashion.

Cons: The only downside - if you merge the incorrect tickets together, there is no way to un-do it. Other than that, I am sure there are many fuctions within Freshdesk that we do not make use of yet.

for CRM this software is really amazing but has some major flaws

May 14, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: At my company, we use Freshworks to keep track of customer complaints and who follows up with them. It has been so helpful to use FreshDesk and to be able to categorize which are the most important complaints we deal with. I think it's a very simple program, they just come in like normal tasks, and then you can prioritize and FreshDesk will inform you of updates to the cases as they come in. It's been very helpful for our productivity.

Cons: Okay, it's a good software but not super intuitive on the other side (the customer). FreshDesk will badger customers to make an account, which is technically optional, but a feature that is frustrating. Also some of the verbiage used is a little confusing, and then at that point it's basically lost its useful potential. Also the analytics are lacking; we don't get access to that data.

Capterra-loader

very good software, allows us to have multiple teams suitable to track tickets and their priority

May 14, 2018
4/5
Overall
5 / 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: I love the ability to track tickets, as well as the opportunity to establish attention by priority level

Cons: the use is not so easy must improve in that aspect so that the users feel a little more comfortable when using it and that it manages to integrate with other platforms

Easy setup platform

May 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The no-obligation 21-day free trial across all pricing plans make it easier to make an educated decision. I also appreciate the fact that it is a cloud-based customer support software.

Cons: Some customization will be needed and can be tricky; also, some menus are somewhat confusing. Overall functionality can be improved upon.

Overall: it is a good option when it comes to giving support interactively.

Make our customer support better.

May 11, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It makes the collaboration among the customers, customer supports and members from different teams in tackling customer issues simple. The reporting capability is very useful for analysis purpose.

Cons: Not much to complain actually when the free version is good enough for a small team. To nitpick one, the UI could be more decent.

A great option for ticket maintenance

May 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: - It's mostly free
- Exporting ticket reports is a great option
- Works for small and large businesses alike

Cons: - There is a bit of a learning curve to getting used to the software's features.
- Sometimes a bit tricky to handle customization.

Overall: It's a great and free option for ticket management.

great product for service type of business

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This is an awesome product if you are in the service industry, the app is amazing on your cellular smart phone device.

Cons: The only complain i would say i have with this product is that you are limited with the free version.

provides a variety of languages to facilitate customer service instantly worldwide

May 10, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I am extremely satisfied with the help that this software offers through the self-service portal since I can solve problems instantly and very practically

Cons: I have no complaints, it is very useful that this software allows me to communicate with my clients directly from the website, through smart phones, no matter where my clients are located in the world.

is such an effective tool that facilitates customer attention instantly

May 10, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love that this software allows me to save time, speed up all conversations with customers in one place, and most importantly, the ease it offers to have the option of several languages included thus facilitating customer service in any language available

Cons: So far I do not have any complaint or objection about this fantastic software because the way it facilitates the process of customer service, through so many media is impressive, a fundamental example allows us to rely on different social networks, email, among others

Overall: The self-service portal is so useful when solving common problems, including: obtaining access to company documents

Capterra-loader

Super Easy to Use

May 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: I like that I can keep all my tickets organized in one place and have the ability to prioritize them how I want.

Cons: I don't like that it sometimes automatically makes the tickets their own priority and it can be confusing the language between "closed" and "resolved"

Excellent Support Platform For Our Clients

May 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Freshdesk has provided excellent ease of use and communication with our clients when they have any issues and need our support staff's attention. This made our retention rate increase as clients were very satisfied with our responsiveness.

Cons: Freshdesk works as good as you and your staff works it. No support software helps unless there is a user there to drive it. As long as you put the support staff in you will be satisfied!

We use Freshdesk for our ticketing and management of support for our users and its great.

May 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We use Freshdesk to manage our ticketing system for support. We really like the configuration of Freshdesk and the features it offers. The feature we really like and impressed with is the ability of converting mails into tickets automatically. This mean that any mail that is sent to a support mail, Freshdesk will automatically create a ticket so our support team can handle the request using a single dashboard. Another feature is the ability of tracking tickets and this is really helpful to the customer to view if a ticket is being handled and taking care of.

Cons: The only issue i have with freshdesk is the pricing and you will be charged per agent in your support team. There is a free version and a paid one. The paid one has a lot of functionality and customization but hopefully they will add cheaper plans in the future.

Overall: Really awesome ticketing system for managing support for our company. I highly recommend Freshdesk.

Best support software

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The most like feature is email automatically convert in to ticket.The support of software is very good.Can be used to grow customer engagement.

Cons: The feedback option is up to mark it should be integrate with third party software like office 365 book appointment etc.

Easy, efficient and intuitive customer support ticket tracking

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: easy to figure out and train yourself how to use
plenty of settings to suit needs or preferences

Cons: minor con, but the look and layout of some things doesn't always in places I would automatically go

Overall: better communication with clients/customers
easier to find necessary information

Easy to use, thorough, help desk software!

May 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use help desk software! We love this for our customer service for our small(e-commerce) business. We also greatly utilize the knowledge base for our customers to hopefully find their answers before needing to email us. The ticketing system works very well for us.

Cons: I don't love that their customer service is overseas & difficult to understand ... but isn't that most CS these days?

Easily, useful and practice. Also its confortable

May 09, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like its design and its so nice way to handle it. I like his tutorials and the attentive way with the clients. Also, it has a good price

Cons: Sometimes it freezes on my machine, that is, the program is paralyzed. I would like it to be faster coming soon

Overall: Organize tickets to my customers and professional imagen for them

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

May 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Our team operates 2 different E-Commerce brands out of Shopify that have gone up in about a year and half. We could not have done it without Freshdesk. To me, it's similar to Shopify in that it is a true example of how building a product based on the user experience, then designing your reporting & data analytic capabilities, can deliver a powerhouse product. Freshdesk is a clean, intuitive experience that multiple Customer Service associates have picked up and been ready to roll with in a day or two. We have fully integrated it with our Shopify site - tickets submitted on our site come through Freshdesk, as does the on-site chat window, ALL social media comments or posts, and our cust service number. As our team member is speaking with or responding to a customer, she has all of the information tied to their order right in front of her, built into the ticket - that's the Shopify integration. We have most recently gotten disciplined about we are using the "tags" feature, which again operates very similarly to how Shopify does. Our service rep now has a list of all tags that should be connected to tickets and what they mean. This makes it super simple for us to run reports on common customer complaints, centralize PR inquiries, etc.

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

Great Customer Service Program

May 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love that our customer can either email or log into the portal to submit a "Work Order". They love that they get an email right away with a conformation that the ticket has been submitted. Its really easy to use.

Cons: I don't like the most recent update. They totally changed the layout. So if you're use to the old layout it's hard to get use to, but if you're a new customer it will be easy to get familiar with it.

Capterra-loader

This product is excellent in terms of ease of use and configurability. The support has been very goo

May 04, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The configurability options are outstanding. It allows us to manage our workflow in a way that makes sense for us. There are many features available that can be utilized or not at your discretion.

Cons: There are some basic features such as the ability to blind carbon copy someone when creating an outbound email as a new ticket that are not present. Although there has been a lot of feedback on these items, there does not seem to be much in the way of resolving these basic issues.

Overall: Advanced reporting capabilities and great flexibility.