Who Uses This Software?

Industries: Professional services providers, Real estate, Healthcare, Insurance


Average Ratings

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

Product Details

  • Starting Price
    $19.00/month/user
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Live Online
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

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

About Freshdesk

Freshdesk is the latest in cloud based support tech that comes with everything you need to track and manage projects. Freshdesk offers an array of features like issue tracking, SLA management, smart automations, SEO ready FAQ section, Knowledge base and customizable Self Service Portals, which helps increase agent productivity and reduce burnout.


Freshdesk Features

  • Agile Methodologies
  • Budget Management
  • Client Portal
  • Issue Management
  • Kanban Board
  • Milestone Tracking
  • Percent-Complete Tracking
  • Portfolio Management
  • Project/Product Planning
  • Resource Management
  • Status Tracking
  • Task Management
  • Time & Expense Tracking
  • Traditional Methodologies

Freshdesk Reviews Recently Reviewed!


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
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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
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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.

Capterra-loader

Great support ticketing software

May 04, 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: 8.0/10 Not
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Pros: Tracking ability is unmatched
Easy to have multiple teams able to view tickets
Set priority of tickets so agents are aware of the seriousness of the ticket

Cons: Ease of use needs to be improved
Would be nice to have freshdesk integrate with other platforms
simple email replies are logged as tickets which skew the response times

Overall: Excellent ticketing software for the IT world

Clean design

May 03, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Its very easy to use and only took me a couple minutes to figure out and go to the page I needed. Worked well.

Cons: There should be more user interface as far as chat room with customer service and more visible help resources.

Average Helpdesk Software limited in features

May 03, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Pricing is completely fair and affordable. Software is easy to use and generally the system is already working with minimal setup. There is a free option to use with no time limit.

Cons: It's lacking alot of features that you'd expect in a help desk software e.g. Response SLA differing from a Resolve SLA. Support is limited. Integrations are limited.

Overall: It was good to explore the Help Desk software options on the market.

This software saved me hours per week

May 03, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The ease of use and the ability to set responses and paths to quickly answer questions without having to retype all of the same information.

Cons: I am not a huge fan of the way you can use it on mobile, but that is just a small critique of a great software.

Funneling multi-channel feedback to one easy location.

May 03, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This software allows you to assist users via phone, social networks, and email! It's a great benefit to be able to track feedback from multiple locations in one place.

Cons: How can you complain about free? However, being able to implement branding would be a great addition to that tier.

Decent Helpdesk platform

May 02, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Supports Live Chat

Pros: Platform was pretty easy to setup and implement, some customizations were trickier (such as using our own domain name and getting a security certificate)

Cons: Support is not from North America, and we had to repeat our selves to the support team for them to finally get the message and solve our problem.

Great Help Desk, works very well for our school division of only nine schools using Sprout plan.

May 01, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to use and has a great app to go with it. Easy to setup and be up and running in no time. Very flexible.

Cons: None really, it does everything we need for a Help Desk. It would be nice to be able to look at just closed tickets with the mobile app similar to using the filters in the desktop version.

Great Customer Service Software to support your users

May 01, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that it allows support of customers by all means of communication ranging from phone to email to the system. It is easy to follow up and create reports. Your users will be happy with your service. there is a free version too which is amazing.

Cons: It is not the most visually pleasing software but for the free version, it does a pretty good job which is great!

Overall: Great way to support users

Capterra-loader

Offer to your customers a exceptional service.

Apr 26, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This system offers your clients the ability to feel like they have a person waiting for each request they have, so they will always prefer your company and they will have it as their first option, as the program does, through email, twitter or facebook Freshdesk creates tickets that will be sent to the tray and you can attend them in moments, besides that the clients will also be able to create the tickets directly, besides this you can configure how they announce you of new tickets to be always attentive to the requests that arrive to you .
This is really important when you want your company to go further in service, ensuring the customers you have and catching new ones.

Cons: In principle it may cost you a bit to understand how it works or how to get the most out of it and you may get a little overwhelmed by the amount of tickets, or if customers get excited and send many requests, while normalizing it will be a bit strong.

Overall: Offer a service of first attention to my clients, giving my company the ability to serve them all as if they were unique, giving a plus of development and growth to my business.

Great software for managing customer support for small to large companies

Apr 25, 2018
4/5
Overall
3 / 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: - Great team management feature for adding team members
- Assigning the users to particular group of customers is great.

Cons: - Its bit confusing when want to export all data from freshworks to outside
- Migration from other software to this can be improved

Capterra-loader

Handy program for your support team, but visually unatractive

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

Pros: I like the easy way you can answer your clients and setting a status to the email. Also it's very easy to use, making it almost plug and play.

Cons: The only thing is you get a different email address which means people will still email to that address, even when you don't use it anymore.

Good product, free level is definitely enough to get started, price jumps quickly for higher tiers

Apr 19, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 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 assigning rules are handy and notifications work well. It is convenient to be able to search by either company or specific requestor.

Cons: Mobile application is lacking. Paid tiers are pretty steep in price compared to similar systems. Definitely needs improved search functionality.

This application I use every day to support users and it is excellent.

Apr 19, 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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Comments: I can not but praise this application is fantastic.

Pros: It allows you to support users by phone, email, social networks and by the system itself. It allows you to classify each case for future reports and take control of the followup, in addition keep the team informed with the base of knowledge included.

Cons: I can not think of any deficiency or failure, it seems a very complete and functional system, If you are looking for a ticket system, look no further this one is ideal for the IT department.

I use this support desk daily and it's honestly one of the best!

Apr 19, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love the ease of use for this product, everything is laid out for you in such a manner where things are easily accessable

Cons: I wish there was a way to separate different divisions within the program, having all of the users in one pool can be difficult..

We've only used the free platform of this, and it worked well for creating a basic knowledge base.

Apr 18, 2018
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It was free, and provided us a quick short term solution to a bigger issue. We got all of the information needed in the knowledge base so our team has an easy to use reference.

Cons: For a free service I don't really have any room for complaints. It's easy to use. It's not the prettiest but, it does the job.

Overall: A free place to store easy to access information for our agents.

Its good but difficult to use

Apr 18, 2018
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: it is a good option when it comes to giving support, you can create tickets using the web page, using email, using a floating chat that you can insert in your html pages and using facebook. Track work and time for each task, you can create groups of people. It is a good way to offer support to your users.

Cons: I have been using it for 2 years in my company, it fulfills its function well, but some menus are somewhat confusing, they have options that basically mean the same thing. Multilingual translation is partial, it does not offer a full translation.

Efficient and robust

Apr 17, 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: The software makes tracking customer support issues easy. Tickets can be moved between teams or individuals. There are many automation options that help manage ticket assignment, replies to customers and more. The customer service is always quick, friendly and efficient - even though we don't always get the answer we want. :)

Cons: For a small company with a small team, it can be a little expensive, but they do have graduated plans (fewer features, less cost). The reporting features aren't as customization as we would like and don't always meet our needs.

Allow yourself to take care of the customers the best way.

Apr 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 for a businessman, time is crucial for me and that is why most of all I like that fact that I spent really a bit of my time to implement the system inside my company. The functionality part of this software is also amazing. Creating tickets and cards takes very a little of time, you can create any type of task, with deeper detailed information or with superficial data, just as you wish. So I can say that our customers supporting scheme now works much more effective and helpful than it used to before.

Cons: My team of supporting notified me about the impossibility to redact or change some fields of cards(tickets). I think it would be more logical to allow us to change everything that we need in this tickets and create our own templates with which we would work more conveniently.

Capterra-loader

Love the tool - possibly the best help desk software I've ever used! Highly Recommended!

Apr 16, 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: 10.0/10 Not
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Pros: Its free level is very robust and can handle most ticketing needs. It is also easy to use and integrates with many popular tools.

Cons: I wish there were more features for the free level - like branding - but it honestly doesn't have that many flaws!!

Used free version

Apr 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have used free version of it and it feels really great. It has simple web interface which you can access from anywhere.

Cons: there are as no such cons in this product but they can surely increase the stability as compared to other products in the market.

It's good but it is still not as straight forwar as a standard inbox

Apr 14, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: You can tag other colleagues / agents into messages, add notes and appear to be able to merge created tickets together

Cons: It is clunky and temperamental if your internet connection is even slightly slow. It automatically filters messages at times and takes a bit of getting used to. Some filters cause more confusion than being seamless from my use of it so far and it refuses to close tickets at times when all fields have been completed. Makes more work than less at the point. Can't use on mobile devices, it goes bonkers.

Overall: At the moment - only adding team members to a discussion

Excellent product for better customer service

Apr 11, 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: Freshdesk is smooth, clean, efficient and easy to use. It is an excellent support channel for users, which allows you to create tickets through e-mail, web forms, social networks, and other features. Freshdesk helps us consolidate customer support from two platforms, both on the website and on the app. Never before has control, search and filtering been so simple. The setting with Freshdesk is simple. They have several articles of help that will help you start everything you need. In addition, if you are migrating from other help desk systems, they have available integration options.

Cons: I do not like how some screens shrink, so it's hard to see things at the agent's end. It would be nice to extend some windows inside functions, and also have options to save certain export filters that were created within a certain time, rather than few days.

Fresh(Help)Desk Experience? Awesome!

Apr 11, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing. Freshdesk is a wonderful issue tracking software.

Cons: I'm most sad that the FreshSuite doesn't have even more software options. They do such a nice job with the software and interface that I feel it's copied by other helpdesk software. A real gripe is lack of real customer support. It's either via forums, that don't always get responded to well, or email, which may go back and forth multiple times before reaching a solution. But, I do have to say that a solution was always reached by support for my issues, so that's a real plus!

Overall: We no longer use inboxes to track issues, which results in better tracking and results for clients. Also, we can use past tickets and issues to develop a knowledge, both internal, for specific clients, and internally. We have looked at a lot of tracking software, and FreshDesk is the best!

Intuitive and powerful support engine

Apr 11, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This is a great service that provides integrations with all services and programs that you use daily, to keep your products aligned with the user's needs. Freshdesk offers a very good interface for your support team to address issues and feedback from our customers. Also, Freshdesk integrates with social media accounts and gathers feedback from these channels as well. We currently use Freshdesk as our sole ticketing system. It provides a support entry point for our online customers when they need help.

Cons: I have not found anything that I don't like yet. Only one wish, I would be delighted if Freshdesk app could also allow viewing and adding solutions in the knowledge base, it would help for employers who are mobile.

Aside from a few missing features and occasional speed/access issues, a great and simple product.

Apr 11, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Freshdesk is the simplest and easiest to use ticket system that I have come across. Its relatively simple to get up and running, and adding/removing agents (without affecting reports) couldn't be easier. There are a large number of plugins available, and we can create our own automation with their version of macros (for example, I have an email go out to the ticket creator if a ticket was created during off-business hours). In my experience, configuring such automatic replies and other simple reactive actions is much more difficult in other ticket system tools, and Freshdesk aces this.

Other than that, I have never lost anything - nothing is better than reliability. We're approaching 100,000 total tickets, and accessing ticket number 1 is just as easy now as it was when we first rolled out the solution.

Cons: While there is a great amount of available plugins, I'd like to see more. Some rudimentary settings such as disabling users from the ability to "delete" tickets is not available - that should be a simple configuration setting. Better reporting functionality and customization would be appreciated, as there is not a ton of configuration settings around that. Change management functionality would be a huge plus.

easy to use and very nice interface for users with little knowledge

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

Pros: Freshdesk is simple to configure, easy to use and gives you a complete overview of what is happening in your support center. I have used your trial version for 30 days.

Cons: I have yet to find something that I don't like. Their team is engaging and helpful and the product is so intuitive that we rarely need help.

Great Tool for Customer Support

Apr 11, 2018
4/5
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: - MultiChannel-Customer Support
- clear Ticketsystem / easy to use
- free SproutVersion
- Ratings for Operators

Cons: During our testing we had system speed issues.
The speed was characterized by strong fluctuations.

We use this software at the reception of the Studio, to manage the income calls and emails.

Apr 10, 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: Me & my secretary are using this platform to manage all the incoming messages and scheduled appointments. It's very professional and easy to use.

Cons: It should provide a wider selection of themes / design layouts. Customization could a plus in selecting different colours and themes according to every customer or company.

Overall: To manage the customer service and deal with incoming calls and emails with customers.

You will like working with Freshdesk

Apr 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This software has many useful functions such as live chat, ability to automatically create templates, integrate your team's pages into Facebook and Twitter, creating reports and monitor performance. If you are looking for an assistant that will make your work faster and more efficient then Freshdesk is exactly what you are looking for.

Cons: The only difficulty that our team faced was the configuration of this software, but it was worth because now our work has become more automated and controlled.

Capterra-loader

The most beneficial thing is to keep the customer happy. It is a great tool to manage customer inf.

Apr 10, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: What I like most about this product is that you can organize the different customer service channels in one place. That saves a lot of time. Currently many clients interact through social networks and this software made my work much easier.

Cons: I have no complaints about this app. Maybe I can improve some features like looking for customer information. And the price seems a bit expensive to me.

Overall: What I like most about this product is that you can organize the different customer service channels in one place.

Capterra-loader

FreshDesk is strong but with that comes a bit of a learning curve.

Apr 10, 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: 8.0/10 Not
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Pros: FreshDesk is a really strong program that allows multiple people in your team to have input and keep track of different current issues with your clients. It's really powerful as a helpdesk software, but also great as a ticket and project management system. We even had a developer design a time use widget so we can track client time use right in FreshDesk. It allows our customers to see how much of their time has been used with their client login and sends us notifications when they are close to out of time.

Cons: The learning curve can be a bit steep. If your team isn't completely on the same page about how to use FreshDesk and it's different settings, you won't get the full value. However, if you can get everyone on the same page, the reporting functions can be really stellar.

Overall: FreshDesk has helped us keep our team and our clients all on the same page.

Difficult to get customer service to help, they provide standard issue repsonse, you can feel the customer fatigue setting in after the 1st repsonse to questions asked.

Apr 10, 2018
1/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Comments: There are better options, do a good review of all products on the market.

Pros: Does what most systems do, basics of the functionality work with range of acceptance. Now, FD is writing proprietary phone software, get ready for trouble.

Cons: Bad customer service, avoids difficult follow ups, takes escalation to get anything done. When we were being courted for the sale many promises were made that were forgotten after the deal was signed. If you are a marque customer things will go better for you since this is a marketing company that make support and other SaaS offerings.

Freshworks (Previously Freshdesk) is great solution for making the customer experience a great one.

Apr 10, 2018
5/5
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: I used the application for my own startup. There are many product lines with the Freshworks(previously Freshdesk). They are super awesome. Especially the Hotline product, which is super easy to integrate the chat in the application.
- Their customer support product is good to make all your channels in single place
- Their free version actually helps in evaluate the product and we can see if its a best fit for our company.

Cons: - One thing I felt as a con is - The SDK which I have used might have needed more customisation feature

Overall: I could easily able to make the customer experience for my product super cool and easy.

Freshdesk keeps me organized!

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

Pros: Freshdesk is simple, easy to navigate and keeps me organized. I like how I can keep all customer requests together in one thread. The mobile app is great too!

Cons: As a newer software, it tends to have some hiccups in system, but it seems like they're continually working on it and doesn't bother me.

Ticketing at its best

Apr 09, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Gather every lead in the same interface and manage it with multiple coworkers. Nice for live support.

Cons: The interface is kind of disturbing at first. A lot of features or settings to set, and I'm not a developer myself.

It was a pleasant experience using Freshdesk for organizing customer support and troubleshooting.

Apr 07, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: * It is simple to use and we can get started quickly.
* The get started video was really helpful.
* There is a lot of room for customizations.

Cons: * The knowledge base feature needs a lot of refinements.
* It is really difficult to customize the article HTML as per our needs.

Capterra-loader

Great work, highly recommended

Apr 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: Great, the work offered by the company Freshdesk no doubt that it is one of the best companies that can be in terms of help desks and showed it, I'm 100% satisfied as a customer.

Cons: I really do not have any complaints to give about this company, good comments and good reviews abound. Highly recommended

The best way the make a good relationship with your clients

Apr 06, 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: One of the biggest advantages of this app it is the possibility to work through iOS and Android, in this way you can do the support and manage your account in some many devices in only one time.

Cons: The UX was very traditional and didnt offer a very clean look. I was facing challenges in using the product to its best.

Quite Intuitive, and user-friendly

Apr 06, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I started using this when we had a lack of support members, and this definitely made answering questions, tracking satisfaction, and creating canned messages very easy. Little to no training is needed on how to use the platform, especially since its latest update to the UI.

Cons: I can't seem to take a bulk action on tickets without leaving a response. I wish I could add a note and do a bulk close of several tickets.

Capterra-loader

Perfect feature set & price point for small businesses

Apr 06, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We evaluated multiple platforms, and selected Freshdesk because it seemed to be the most feature-rich at that price point. The UI is intuitive and it was relatively easy to set up. That said, you'll want to upgrade your plan if you want to take full advantage of the automation capabilities.

I would highly recommend Freshdesk for small or midsized teams that aren't ready to make the jump into an enterprise platform like Zendesk.

Cons: Because there are multiple tiers, you'll likely end up paying more than you expect to take advantage of some of the best features.

Capterra-loader

Incredible the service provided by Freshdesk

Apr 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: Incredible the service provided by Freshdesk in the field of help desks is undoubtedly one of the best, works to please the client in everything, from the minimum concerns and doubts.

Cons: I really leave without any complaint, this company works for its clients and the quality of the work done is wonderful, I will definitely come back.

Freshdesk is an easy-to-use and nicely priced help desk platform aimed squarely at the SMB space.

Apr 06, 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: Easy to navigate and use. Wide array of integration options. Gamification features. Social media plug-ins. Excellent reporting capabilities.

Cons: No change management capabilities. Tickets can't be tracked to assets. Would want to see more options available in the future.

Overall: It's a well-designed user interface and plenty of third-party integration possibilities keep this platform competitive as users' businesses grow.

Intuitive and Highly Functional Issue Tracking

Apr 05, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: All organizations struggle with issue tracking, even with a platform in place. FreshDesk helps balance between so many details it becomes overwhelming and not enough information to get the job done. A great choice for small- to mid-size organizations.

Pros: So much better than attempting to track issues via email! FreshDesk has the "old fashioned" way beat easily with intuitive and highly functional issue tracking. Great customer experience for users, too.

Cons: There are some instances where some very software-focused language is used: "Create a ticket" for example may not make sense to normal people who want to request service. The ability to change some of this language and update the buttons would make a massive difference in being able to expand the product's use beyond traditional software build projects.

FreshDesk is user-friendly.

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I use FreshDesk to communicate with the lead company I contract with- FreshDesk not only covers communication (tickets), it's also a landing page of information & self-education for our company.

Cons: The one thing I don't love about FreshDesk- it's another website tab I have to keep open for my company (there are 3 different sites I have to stay logged into while working) and I wish it was just all integrated into one website. As a new contractor, that was very confusing, I had a hard time finding where I needed to go to submit a question to the company I'm working for.

Capterra-loader

Excellent tool to manage tickets

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Pros: Simple and smooth UI. Mobile app provision. Reporting options. Seamlessly syncs with many other tools.

Cons: Certain sync options are available in higher packages only. In reports the way of representing certain variables are bit tricky to understand

Capterra-loader

Easy to use, economical and feature rich

Apr 04, 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: The program is scalable so we can start off with a fresh package and move our way up as needs and staff expand.

Cons: The customer support is pretty good. I only rated it four out of five stars because their support can be a bit challenging.

Overall: I really like the fact the software is affordable for small businesses (by the number of people needing access to the help desk), yet offers the features of more expensive plans. Having a widget integration, Facebook page integration and various other tools to provide our clients with a better customer experience is key for us.

We are very pleased with work of Freshdesk

Apr 04, 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: This product is fairly easy to configure and full of lots of useful features that help us manage and resolve customer contacts. Freshdesk is a great user support service that allows tickets to be created through e-mail, web forms, social media, and other avenues. Tickets are assignable to agents based on content and criteria as well as easily transferable to other agents and queues. Setup with Freshdesk is very simple. Freshies has multiple help articles to get you started with everything you need. Also, if you are migrating from other help desk systems they have integration options available.

Cons: There isn't much that I dislike, but I have to bring up the content management part of Freshdesk does need improvement for what we do in our company. Also, maybe we can say that the reporting section is a little bit light and we can't ask everything we need to be really performant.

Simple time tracking software

Apr 04, 2018
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: Simple to use and easy to keep track of time. Can set priority and due date. Can assign to a specific agent.

Cons: Not a lot of other functionalities. It would be good if there's more integration between freshdesk and other softwares ex. outlook, excel...Note section might need a little improvement. Also not a lot of ways to collaborate between two or more people. Can only assign to one person.

Great customer support for us that use this product

Apr 04, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Pros: I appreciate the ease of use and tracking of our customer's questions, support requests, etc. The automated dispatchr function is great for funneling support requests to the right people. The many different options for organizing and sorting into groups and teams and such are great for tracking and reporting.

Cons: I'm not a huge fan of the Dashboard. It may be that I haven't learned how to maximize/customize it for my use... however, as it is now, it would be a lot better if there were ways to customize the dashboard to show items that are pertinent to individual users...

Easy way to provide light customer support

Apr 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Really easy way to provide light customer support to a small business even we were able to answer questions effectively.

Cons: Not a whole lot to improve upon, the design was clear and warm and don't have many complaints overall.

Capterra-loader

Experience is ok

Apr 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I tested this product as a trial and it worked pretty good. The integration process was interesting at best.

Cons: The interface is kinda confusing and the setup is cumbersome. I prefer a more straight forward approach to helpdesk software

Zendesk clone with a cleaner UI and a few more features

Apr 04, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I'm going to list Zendesk clone as a feature, because I've used Zendesk before and I like the simplicity. Freshdesk builds on this by cleaning up the dated Zendesk interface and adding a few more options to clarify ticket status, such as "Waiting on Third Party" and "Feature Request". The cost is also more reasonable.

Cons: The integrations still aren't up to par with that of a Zendesk. There were a few service outages while trying to use the software.

Capterra-loader

Excellent customer service tool

Apr 02, 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: 10.0/10 Not
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Pros: You can sign up to three agents at no cost and link them using a common email address, making this the perfect system for customer service. It's easy to assign tickets to agents, create canned responses and report on progress.

Cons: Freshdesk could improve the way it handles spam or bot emails. There should be a way to remove these from the inbox so agents don't have to spend time closing/resolving them.

Excellent support tool to improve your own business

Mar 31, 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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Comments: This is a very complete and useful app to manage the connection with your clients, you can use a lot of channels of communication in only one app.

Pros: This tool bring me the possibility to have direct contact with my clients through many ways, I can use social networks, telephone numbers, emails, and so many other option to always be connected with my cilents, the most important of all is that it is an app based in the cloud so all your information is safe for external attacks and you will not lost any data, and you can consult your information no matter where you are. Very useful app for business.

Cons: It can be a little overwhelming for people like who manage its own business manage all the options of communications that brings the app, so you have to focus in which of them are more important for your business and use that tools.

Great for internal communication!

Mar 31, 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: We work in team structures within our company and this software allows everyone within the team to know what's going on with each client at all times. If we reach out to a client, another team member can easily see that communication, so they are not asking the same questions again, etc. It helps our team stay on top of things for clients.

Cons: Haven't had any complaints so far, other than it gets a bit pricey for all the users we have. We are expanding and it costs more for each user we add.

We use it as our support system

Mar 31, 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: This software is full of features you need if you work with clients. We have now everything in one place. Actually their free edition already saved us a bit. Before we used open source solution + email and it was a pain to administer.

Cons: Of course we would like some advanced features (like multi-lingual knowledge base) we need in less expensive edition, but this is not significant complain. Software and support are excellent.

Overall: Peace of mind in managing customer support.

Convenient customer support

Mar 30, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Freshdesk is one of the best solutions for customer support for small businesses and organizations. It allows the business to handle directly customer queries and complaints using a ticketing system. The dashboard allows to see all of the open tickets, unresolved tickets, overdue tickets, tickets on hold, unassigned tickets, etc. The reports can filter by products, team members, sales teams. It allows integrations with lots of other platforms.

Cons: The free plan is great for email and platform support, but for chat, time tracking, surveys, CRM and other integrations needs to be updated to a monthly plan.

We enjoy it and highly recommend

Mar 29, 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 a lot of support to us as we learned it and implemented the software. We have since got other units on board with using it.

Cons: We haven't identified any issues yet. It's been such a great help to us as we desperately needed a customer support.

Perfect help desk software with quality

Mar 28, 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: Help desk system is so intuitive that it becomes easy for a begineer to setup and understand all its features and use it instantly. they also have guides to walkthrough.

Cons: I have not seen after a ticket is resolved an information rolling out for how satisfactory was the experience.

Ticketing softwares come a dime a dozen, Freshworks stands above the rest bringing new life to work.

Mar 27, 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: Freshworks is an amazing software, bringing a new look and feel to ticketing. I really like the way in which the users are able to link tickets and merging them ensuring that there are no duplicated across the database. There is also the real time reporting which makes compiling and cross-checking data very easy.

Cons: The software can be a bit tedious to use, and also there is a sort of a learning curve to this which can be over come with practice and training. Freshworks also can be a tad slow because of the cloud based platform which it runs from.

Overall: Its provided me with a proper format to which tickets can be logged. A new look at what is needed in a ticketing system and how much it can benefit a company.

Is one of the best tools to provide a personalized attention to customers, is very dynamic and easy.

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Freshdesk automatically transforms customer email messages, mentions in social networks, and comments in support or customer service sections on customer service tickets.
You can priorize, your tickets according your clients needs or requirements. Freshdesk is a very friendly platform you can personalize your responses and also elaborate templates with recurrent replies,

Freshdesk allows the measurement of compliance of the SLA's, and also generates reports about: mesurements about reopened tickets, Ticket volume trends, Group performance, agents performances, etc.. another great thing about this software is the mesurement of customer satisfaction is an friendly report accesible and with all data and stadistics that you may need.

Cons: The system is not able to determine spam messages, or automated replies generated by a mailboxes, you can't remove a wrong email adress if this is located on the from field, you are only able to add one email or remove them on the CC field, Another disavadventage is related with the measurement of client satisfaction, which totally depends only on clients responses, is very possible that you have lots of tickets without the feedback of the client this may affect your stadistics about customer satisfaction.

Why we chose Freshdesk

Mar 26, 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: 7.0/10 Not
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Pros: It is easy for us to implement it with our current business plan. We are also able to add more channels to cater for our growth in customer support.

Cons: Despite the resources offered by Freshdesk, our employees still needed further training on how to handle very difficult customers.

Single Platform for all Support Channels

Mar 25, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Does a great job of assisting with the consolidation of support tickets from multiple sources to a single source. The core UI for logging and responding to tickets has been drastically improved in the last 2 months. Ample features on the free plan are appealing.

Cons: While the UI of the core ticketing system in easy to use, that of the admin panel and other configurations is certainly more complex and has a steep learning curve. The pricing is a bit prohibitive (especially for early-stage companies) if one opts for a paid plan as it operates on a per agent per month pricing model.

Makes customer service a breeze

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

Pros: Love that it's cloud-based. Easy to navigate. Staff picked it up quickly. Customers loved the quick responses and ease of use.

Cons: Honestly, not many. This is the software we use now and we won't be going back or looking for anything else!

Monitor the Ticket Queue from afar!

Mar 21, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Ticketing must!

Pros: Clean, simple and packed with features! The integration with our current helpdesk solution was a breeze! Sometimes I like using the mobile app even more than the main helpdesk solution on desktop for ease of use!

Cons: There are some tags and drop downs that don't populate on the app, but it's not really a big deal. These are non-mandatory tracking fields.

Freshdesk is very helpful when it comes to supporting customers. It is very easy to use.

Mar 20, 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: 10.0/10 Not
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Pros: This software is more than efficient, very helpful. Being based on the cloud, it allows customers to be supported through traditional channels such as telephone and email and through social channels such as Facebook and Twitter. Freshdesk lets you find out how happy you have made your customers, in just a matter of seconds !. And its interface is very nice, which makes it unique and unmatched.

Cons: Frankly I did not like his free trial is very limited but even its quality is optimal, that does not detract from its quality. It is very efficient

Overall: The best of all is that it works both through its desktop web application and through its applications for Android and iOS, so that it allows me to access my management from both desktops and mobile devices. That does it all in one.

Using to help track open sales and customer service tickets and working great

Mar 20, 2018
4/5
Overall
5 / 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: Ease of use, free version has full functionality and easy to set up. Great ability to create reports and easily see status of all tickets entered

Cons: Started using the product several months ago, users have submitted over a hundred tickets and now it is dropping forwarded emails and not creating additional tickets. Wonder if system is design for company of our size with 1000+ employees globally

Overall: Improve organization of custom support and sales support issues. Easy way to manage tickets and customer service. Easy way to have visibility of status of issues and owners

The customer support experience and configuration are really easy and in a few steps

Mar 20, 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: The software is easy to configure and in a few steps you have already a basic help desk ready to work. Also you can prioritize, categorize and assign tickets so you never lose track of them. It is possible to configure different communication channels as Social Media, Email, Chat, Website, and Phone, and one of my favorite features is the Automation tools for Ticket Dispatching, Intelligent ticket assignment, among others. The reporting is other useful feature that helps to visualize the helpdesk performance, with available options as reports, dashboards, etc.

Cons: The customization is not so easy to manage and depends on paying for a plan that has other features that you don't use at all.

Overall: Increment the proficiency of the companies help desks, automating their processes and bringing more feedback from the customer through the different and configurable communication channels.

Capterra-loader

Easy to use and setup Help Desk/Support software

Mar 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: 10.0/10 Not
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Pros: The free plan allows you to create and setup a beautiful help desk and easily integrate into your own website or service.

Cons: Sometimes can have too many options and make it a little difficult to categorize tickets and requests that come from customers.

Overall: Easy to use help desk and ticketing software.

Using Freshdesk out our firm allows us to work on clients as a team.

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

Pros: I really like the way Frehdesk allows users to prioritize emails and group multiple clients into one company.

Cons: I have had some glitch issues since they recently updated the appearance of Freshdesk. One of the glitches made writing an email very time consuming.

Best help desk

Mar 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: The program itself is user friendly and very in depth. Customer support is knowledgeable. The best thing I like about this software is customer support.

Cons: It would be nice for more feature requests to make their way into the final product. reporting module can be improved

Excellent and easy to use.

Mar 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use, simplicity. Was very easy to setup and configure. Using a email address for the helpdesk is so much easier than have customers use the portal.

Cons: With e new Interface, the merge feature is not so easy to use or figure out. When setting resolved, after a few days the software changes resolved to Closed.

Overall: Tracking problems and setting priorities. Allows the ability to pinpoint the more problem issues around the organisation.

Capterra-loader

ITSM Expert, member of Partner Reseller

Mar 19, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: With an easy to use inteface, lets the organization covers the main taks on the Customer Support side. Excellent starting point for those companies with small budgets to invest on this kind of applications. With interesting features like chat, email, mobile app, and with native integration with social media networks. Available from a starting plan (Sprout) for free , and with other suscriptions plans (Blossom, Garden, and State) that's fits the organizations needs. Can be integrated with other products of Freshwork like Freshsales, to expand the CRM support.

Cons: Since the application is really easy to setup and configure, the organizations start using the Sprout version, but when they needs more features some of them are only available in the paid plans.

Overall: Excellent option for those organization that are in the process to implement Customer Support applications with a small budget. With a cloud based deployment can deploy this application quickly saving time and money.

Great mix of price and features

Mar 15, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The Knowledge Base is pretty handy and I like how articles show up when customers open a ticket. The software offers a lot of features and works well for our small team.

Cons: I would like to have the ability to use multiple SSOs through the customer portal. Being limited to only one is rather limiting.

A cloud-based helpdesk software that streamlines customer support.

Mar 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: I have consulted with 3 small to medium size companies to help manage the implementation process for this software. I have really enjoyed working with the support team over at Freskdesk. They are always helpful and fast to respond. What I love about this software is that Freshdesk is a cloud-based software that easily integrates into several subsystems and provides the flexibility to use it in several channels. this product also has a special mobile application that is userfriendly and very convenient.

Cons: The only thing I am not fond of is the pricing. It can be a little pricey for smaller businesses.

Incredible!!

Mar 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: The simple integration between freshdesk and freshsales.

To be able to have both customers in the same database and seamlessly swap between freshdesk and freshsales makes everything incredibly streamlined

Cons: I would like a more compact ticket interface. That's the one feature I miss from Spiceworks.

Overall: You have to give it a go, once you see inside you realise quite how much it can do.

Freshdesk is a great helpdesk system for startup companies

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

Pros: Freshdesk is free for my usage, and it works great! They have all the functionality of more expensive helpdesk systems.

Cons: The UI is not particularly intuitive. They have weird names for automation rules, but once you get it set up, it works.

A Helpdesk solution for any sized business

Mar 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Freshdesk is a great helpdesk application that really competes with the 'big guys'... not only with features, but with price as well. Freshdesk has an amazing and intuitive import feature unlike its competitors. It allows you to import your customer details effortlessly.

Pros: Freshdesk offers various subscription levels to fit any business need... including the free 'Sprout' plan. Freshdesk is easy to setup and use. The 'Sprout' plan offers essential ticketing, FAQ solutions library, customer list, and reporting. For a more robust and feature rich experience, Freshdesk offers 4 additional paid subscriptions, each adding more capabilities from time tracking, satisfaction surveys, custom domain mapping and teams to enterprise solutions. Freshdesk has a great dashboard that provides exceptional visibility at all times.

Cons: The only con I can find is the inability to save custom reporting. I can only speak for my experience using 'Sprout' and 'Blossom' subscriptions' reporting capabilities. This would be great to have... to create a report template to reuse and not have to constantly build out the report.

Easy to get in touch with my customers

Mar 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Good user interface easily understandable and easy to access the dashboard and keep track on tickets

Cons: some features are not available on the android app such as chat ,app not much reliable as used in the website portal

Overall: keep track on my clients through ticket and chat

Freshdesk is a tool we use daily to ensure we stay on top of our customer support tickets.

Mar 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Freshdesk is how we connect with our users when they have issues or questions. Using the third party integrations between instabug and Freshdesk we're able to provide a portal by which our mobile app users can contact us directly with questions, bugs or concerns. Freshdesk is wonderful for a small team of 2 as it allows us to assign tickets to specific people, depending on the area of concern in the ticket.

Cons: My only gripe about freshdesk is the admin interface is rather cumbersome and sometimes difficult to figure out. It's based on a grid with dozens of icons, and I've always had to google where a specific setting is located - for example if you want to change your signature at the end of a ticket, it's not super intuitive where to find that setting, and you usually have to resort to google.

Capterra-loader

Easy on the Eyes CRM

Mar 13, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Easy to implement and set up with as little as an e-mail address and setting up users within the software. Allows management of tasks and keeping tabs on open tickets. Even the positive phrase mantras that show on the load screen is a nice touch that gets you in the mode to assists clients and customers.

Cons: The worst thing about it is still the customers, which no CRM can eliminate, unfortunately.

I used this ap to keep track of messages being sent to my Facebook business page and had no problems

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

Pros: What I like most about the software is it's easy to understand and use. I had no problems when using it.

Cons: What I like least about this software is when I had the app, I didn't always get notifications even though they were turned on.

Awesome experience

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Freshdesk simplified my ticket management greatly, it has becomed an elemental tool for my job with clients.

Cons: The interface is not completely user friendly to start, it has too many options but once you grab the idea you'll be all set.

Overall: Improved my work quality.

We use it for customer support at my company, powerful and easy to use.

Mar 12, 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: 8.0/10 Not
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Pros: The free tier has unlimited agents and has the basic functionality that works pretty good for small and medium projects

Cons: The tickets view and filters could be improved to make it easier to work with a great amount of open tickets. In the Admin console is rather complicated to find some of the settings

Great program to handle all of your support tickets

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

Pros: Awesome program to handle support tickets. Super handy to streamline all your customer conversations in one place. Nothing gets lost. I would say issues are resolved twice as fast now.

Overall: Excited to see what new features their next release has.