Who Uses This Software?

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


Average Ratings

279 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

  • Budget Management
  • Issue Management
  • IT Project Management
  • Milestone Tracking
  • Percent-Complete Tracking
  • Portfolio Management
  • Project Planning
  • Requirements Management
  • Resource Management
  • Status Tracking
  • Task Management
  • Time & Expense Tracking

Freshdesk Reviews Recently Reviewed!


Best ticketing system I've ever used.

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

Pros: Great interface, very intuitive, easy to manage, and extremely customizable in many aspects. Every software we used prior was waste compared to this.

Cons: There are several features that you have to download separately as apps that really should be integrated into the base software. The built in gamification could be more customizable.

Capterra-loader

Terrible customer service and follow through on FD's part.

Feb 14, 2018
1/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

Pros: it is fairly intuitive software unless you have been working with helpdesk software for a long time. Then the cracks start to show.

Cons: The FD team is the worst part of the experience, this team is the worst I have ever worked with, from not following up, delaying tactics in responses, to outright being ignored when the questions were hard to answer.

Overall: A chance to improve my negotiation skills to get a better price since the FD team never did their job.

Love FreshDesk!

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

Pros: Before upgrading to FreshService, I used FreshDesk on a daily basis. I really enjoyed my time with this product.

Cons: There were intermittent issues that came and went. They were frustrating, but easy enough to work through.

Good for managing customer interactions

Feb 08, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Freshdesk helps to organize the clutter of customer service tickets as well as standardizes the way one can respond to various situations. It provides a clear area that is user friendly and intuitive while maintaining a decent amount of functionality.

Cons: Freshdesk can be a bit clunky to use sometimes and has been known to shut down after too many call requests. These issues are rare but can be a hassle to fix when they do happen. Customer support is not readily apparent or terribly useful and could use better organization for known issues.

Capterra-loader

A very usable and well featured helpdesk solution

Feb 08, 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: Freshdesk is an easy to use product, which can be used by any team members with minimal training. The interface is clean and simple, but this doesn't mean it is missing features. Filtering by call metadata is easy, and I believe that reporting and KPI tracking are also easy (this is not within my remit, so I am quoting our helpdesk team).

Cons: Although the interface is clean and simple, I personally find it a little too simple occasionally. Configuring the email side of it is not as simple as you would like if you are using office 365.

Overall: It is a better fit with how we work than our previous helpdesk system, whilst being a lot cheaper than JIRA or similar systems.

Capterra-loader

Good product... less than stellar support

Feb 07, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Pros: All our helpdesk tickets come into FD and we run our consulting business with those tickets. The email integration is great. The automation is good. The ability to configure the product for our specific needs is excellent. All in all, it's been a good investment for us because it gives us the ability to serve thousands of customer requests annually.

Cons: Support is slow and largely ineffective. When a ticket gets a long thread of email, more than about 50 messages, it really bogs down the browser. Product doesn't get much in the way of upgrades.

Great customer support platform

Feb 06, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
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Pros: Easy to set up and intuitive clientsClient portal/FAQ/knowledge base platform. Tickets are very easy to create and easy for requester to use. Freshdesk is also constantly making improvements.

Cons: Only thing is they lack in customer support. It takes a while something for things to be answered or resolved.

Overall: Customer Support and general emailing.

Great helpdesk software with superb customer service

Feb 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Customer service is fantastic. If there's something not working for you with your current plan, give them a call and they work with you to make you happy. On the software side, Freshdesk has a robust knowledge base, integrates easily with our other systems, and has a seamless mobile app which is indispensable.

Cons: It would be nice to be able to upload larger documents, videos, and/or other file types (large .PSD files, for example). It would also be nice to have more in-depth reporting and the ability to view analytics.

Very helpful

Feb 06, 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: Every time I have submitted an issue it has been resolved effectively and with ease. I would recommend to any business.

Excellent choice for help desk SaaS.

Feb 06, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to set up and customize. Very feature rich. Integrates with other Freshworks software. Great value - you can get started with the Sprout plan for free.

Cons: Custom domain mapping, live chat, and satisfaction survey features are only available in the paid versions.

FreshDesk is a wonderful way to organize, delegate, and collaborate on projects of all kinds.

Feb 06, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
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Pros: The ability to assign agents, watchers, build custom "types," add tags, and more make it versatile enough to meet the needs of different kinds of organizations.

Cons: Sometimes, after a great many time entries have been recorded on a single ticket, load times can get really slow.

I use Freshdesk everyday to keep track of and complete a wide array of different tasks for clients.

Feb 06, 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: I like the features designed to make sorting different tasks from my clients easier. The "Scenario" feature allows me to efficiently sort all my different tasks from numerous clients. Without this feature, I'd have to spend much more time organizing my work each morning.

Cons: While I am quite comfortable with Freshdesk, I have found that my clients sometimes have a hard time navigating the software. It could be a little more user-friendly for beginners.

Overall: This software has allowed me to organize my work effectively, and ensure that all my clients get their tasks done accurately, and on time.

The free version brings everything you need to get started right away

Feb 05, 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: I love the mobile app, everyone has it downloaded and get daily notifications on tasks. This was a great starting point for the free version. It made our department a lot more efficient and will now be upgrading to a paid version.

Cons: I wish FreshWorks would unify all of their platforms into one. Having to switch from one platform to the next is not ideal, however, it's not a deal breaker.

Overall: Made our department a lot more efficient and we can now provide real data on our day to day tasks.

Capterra-loader

Easy, intuitive and a delight to use.

Feb 01, 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: 9.0/10 Not
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Pros: I personally use Freshdesk at work as level 3 agent (just the most hard support) and I love to use it, The interface is intuitive easy to use and foolproof. Love the rationalization for your Company. Tickets are made automatically by incoming emails from clients, lots of perks.

Cons: They only thing I don't love is that it has a free level: Sprout, then first paid level Blossom, then Garden and State, Blossom is just too basic, garden is just basic +, the wonderful level is State but cost per agent per month and become a little steep, still cheaper than SalesForce, etc. but from Basic level to sweet level he difference is much, It will wonderful if the State level would cost in that price range much companies will use it.

Overall: Easy to control and manage my company support team, having statistics, reports and visually overview of how good are we attending our post sales costumers.

Capterra-loader

Excellent product for the control of incidents that occur in our customers with our customers.

Feb 01, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The product is customizable, you can add fields according to the need we have, you can conduct surveys.

Cons: That you do not have the way to calculate the sla depending on the type of problem that some client has.

Overall: I like that it integrates with the mail directly.
Everything is in the cloud, no installation is required.
You can buy agents as you need them.
You can see in real time cases you have open, closed, pending

Everything is Cloud-hosted. It´s easy to add agents and add users to Self-Service Portal.

Jan 31, 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: 8.0/10 Not
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Pros: Social Networks: Integration with Facebook and Twitter, so it makes easy to answer all questions and direct messages from my clients.
Product is extremely customizable. Its menus and layouts make it very easy to make changes to your help desk.

Cons: It's not stable. Gives some issues.
It´s not possible to have agents in different plans in the same portal.

Overall: Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats.

Nice for 7-8 member team.

Jan 30, 2018
5/5
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: It has made life simple. It is very easy to navigate and we use with a number of options to suite most business requirements. Freshdesk is also reasonably priced, which makes it a cost-effective tool for businesses like ours. It supports third-party integration by which it is possible to connect with the many popular social media channels and CRM solutions. The support team is also very responsive, knowledgeable and helpful.

Cons: Some support people do tend to neglect small issues. The support could have been made better. The reports the software products are basic and there can be improvement in terms of providing adminis some analysis of the data.

Overall: The reports are very clean and the navigation and customisation are very handy when we are concerned for the clients.

Great tool for managers

Jan 29, 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: 7.0/10 Not
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Pros: This software has a great automated ticketing function. The interface is clean and east to use. Also simple for customers to use

Cons: This software could use some more features and maybe have the interface be a bit more pretty. Can be slow at times.

Capterra-loader

Cover my basic needs for support ticket.

Jan 25, 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 with initial data, can be integrated to another SaaS product via Zapier, multiple agent in free version, and agents can understand how to use it without too much training.

Cons: Reporting a bit limited in free edition, default theme a bit outdated without the customisation, pricing on top tier a bit expensive.

Overall: Free support system that can be easily implemented.

Great tool for customer support!

Jan 24, 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: Freshdesk allows you to improve the customer service experience. Allowing you manage support issues and collaborate with colleagues.

Cons: I think it could use a bit of a repaint. It is starting to look a little outdated.

Capterra-loader

Best Online Customer Support Software & Helpdesk Solution

Jan 24, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The best part of this application is Simple to use and Simple for customers to use. Email integration so customers don't have to change their workflow.

Cons: As we used the Free edition, we don't see any cons. No desktop app available that I can find, web or phone app only through web works fine sometimes offline access is nice

Pretty good cloud based helpdesk software

Jan 24, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Very easy to setup and get going. I like the canned replies and automation. It was easy to setup a forwarding email address to use our own domain.

Cons: The reporting is not great and it would be nice if we could use an API or something like that to allow BI reporting dashboards. It can get expensive as well

Capterra-loader

I wanted it to work but kept getting problems

Jan 23, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: When it works this is one of the best tech support platforms I have used.
It is done in a way that you can manage different teams and companies in a simple way.
It is the best way to control tickets.

Cons: What I didn't like is that I had a problem with the sign in, for some odd reason I was not able to sign in or work any more. This was NOT fixed for me I did not get the support I was hoping to get and honestly I just gave up.
I'm not saying this will happen to everyone, but that is what happened to me.

Overall: When it was working it was awesome to have all the tickets in order and attending to each in its turn.
Addressing the customers in a "automated" way is awesome.

Capterra-loader

FreshDesk is a great Ticketing Support software product

Jan 23, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: ability to track FIFO tickets and help resolve customer issues quickly. Ability to automatically submit surveys upon completion of tickets. Ability to track agent performance.

Cons: inability to have reports automatically sent to users or admin on a scheduled basis. inability to stop customers from replying to a ticket after it's been closed. New ticket should be created for new issues and sometime customers ride the old ticket which opens it back up instead of forcing them to create a new one.

The best way the make a good relationship with your clients

Jan 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: 9.0/10 Not
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Comments: Freshdesk offers a best way to manage your clients requirements, you have to try and notice all the possibilities you have to solve the buyers request and many way to solve the problem, the possibility to use trought Android and iOS bring the opportunity to solve the problem anywhere and anytime.

Pros: This app offer the best way to manage your clients efficiently, with this app you can offer online support with all the tools that you need to get a perfect communication with your clients, including email, chat messengers, and social networks like Twitter and Facebook, and have the options to do the support through phone calls. One of the biggest advatages 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: Like others apps of support you have to pin up your need in a very specific way, if you do not do that you can be ovwewhelming with the big quantity of request, in this way yoy have to pin up also the way that it be more easier for you to respond to your clients, selecting the one that fixed on your needs and possibilities.

efective tools for support helpdesk system. We need further requirement to fullfill our needs

Jan 16, 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: 7.0/10 Not
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Pros: Efective tools for support helpdesk system.
1. simple and user friendly
2. support cloud environment
3. provide free trial with customize setting

Cons: 1. Difficult to use our own domain
2. Price is moderate not cheap enough
3. feedback mechanism should enhance with NPS

Freshservice - Full Featured, Easy To Implement & Use

Jan 16, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: One of the best options out there for ITSM implementation is Freshservice. The simplicity is one of a kind. The platform is very user-friendly and intuitive, that means easy to setup and manage it. Complied by ITIL standards, Freshservice provides problem, release, change, incident, project management and beyond. I like the new UI, it's very refreshing compares to the old one.

Cons: It should have compatibility and native integration with SAP tools. Also, the inventory management should indicate in/out assets.for the different facilities. Other than that, it seems fair to say that this solution is one of the best.

Very good tool for our customers' tickets

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

Pros: Very useful to document the needs of our clients, internal cases and has excellent reports that provide all the information we need.

Cons: The dynamic fields option cannot be used. The price is a bit expensive for the options offered if you have several agents in the company.

Solid help desk for the price

Dec 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: FreshDesk has great strengths in terms of being able to customize it for your company's specific workflows. Love the capabilities to implement our own templates to the look and feel in a very straightforward way. Gives you all the basic functionality required of a help desk.

Cons: The worst part of FreshDesk is their customer service. There is no way to bulk import tickets if you're migrating from an existing system without contacting their support team and having them do it. We waited over a month for our tickets to be migrated, at which point, there were new tickets that didn't get ported over. Unless you just have a question about using the software that their team can give you a canned answer for, their support team must be wildly overworked or else wildly inefficient because it will take them 9 years to get anything substantial done. Also, their support team isn't the best and the brightest when it comes to understanding your problem. That's been encountered repeatedly.

Under "needs improvement", they WAY oversell their integration with FreshSales. Turns out you can only sync 10 fields, so, pick your favorites.

Overall: Was able to implement a cost-effective help desk solution that integrates with our CRM.

One of the best helpdesk tools out there

Dec 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We implemented FD for a client and they love it. It is super easy to keep a track of all the customer conversations and also collaborate with other support team members.

Cons: Some of the add-ons can get expensive quickly. Like the chat option available for your customers, and premium support packages.

Easy to setup and administer, offers basically the same features as other leaders in the market

Dec 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: we've been impressed by the amount of features offered (even though we aren't using many of them).

Pros: We are using the free edition and are very satisfied; some of the feature comparisons done found that it offers most, if not all, of the features of Zendesk but for a lower price point.

Too many features make it cluttered

Dec 16, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It has good feature set at attractive price points. Initially i could start for free and as we grew, the prices were reasonable

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

Trialled Freshdesk for 6 months

Dec 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Simple to set up and use. I selected this from a number of other help desk type systems and it was very simple to implement

Overall: Brought some rigour into the help desk's management of cases

Clean and easy to use

Dec 14, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Very easy to use - So simple that you don't need any training. You can just use it! Very easy to set up. Great analytic tools Very customizable - you can tweak menus and layouts exactly how you want.

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

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

Dec 13, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of use does it for me the best, It's easy to adjust to, all the options are readily available.

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

Freshdesk Ticketing system and Chat

Dec 12, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Our Current Challenges: Manual & optional data entry with the current vendor Under-utilized system with a premium price Lack of repository for incidents Data consistency issues Reporting difficulties Lack of accountability and transparency

Pros: 1> The major criteria of picking this was because Freshdesk had Freshdesk - RingCentral advanced integration, which will allow our telephony system to automatically create tickets on freshdesk. Freshdesk automatically generates a support ticket once you finish a call on your RingCentral client. All relevant customer details are attached with the ticket. 2> Sync contacts to Freshdesk: We cpuld seamlessly access account history and context for every caller every time. Any new contact added to the RingCentral directory automatically syncs with the Freshdesk database and is associated with all existing tickets on file. 3> Automate support: We could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks including assigning tickets based on caller profiles, modifying caller properties. 4> We could create 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection. 5> We needed better reporting and root cause analysis of all our CSR calls and were doing it manually. Freskdesk dashboards served our purpose. 6> It was ITIL friendly which help integration of a company wide ticketing system. 7> Ticketing system plus Chat came at a lower cost than any other competition in the market.

Cons: 1> With regards to other telephony VOIP services like RingCentral and Vonage, they have a basic integration and is not extensive. If you would like to build a custom integration with any of the VOIP providers they need to have a SI (System Integrators) to build based on our requirements, which works. 2> Reporting can be more customization. Right now its very static and does not support NLP based reports.

Easy to use and intuitive

Dec 11, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Comments: Keep doing what you're doing Freshdesk. You guys have built a great software. I really like how easy, intuitive and customizable the system has been.

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

Good help desk software

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

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

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

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

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

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

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

Freskdesk saves me hours everyday handling ticketing issues with our users

Dec 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the ease of adding tickets to Freshdesk, and their API. It makes my life so much easier. I like how easy it is for the end user as well.

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

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

Capterra-loader

A great customer service software with an even better price.

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

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

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

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

FreshDesk Experience

Dec 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: My team loves how user-friendly the program is. This allowed them to adjust quickly and become fully engaged with using Freshdesk. I loved that I could easily customize it to fit our needs without being on the phone with the Support team for hours. The best part about using this program is that I can easy access my account on my phone by downloading the app.

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

It helps our team stay in touch

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

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

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

Does its job, I guess

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

Comments: It works... for now.

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

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

RUDE COMPANY EMPLOYEES

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

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

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

Overall: Nothing

Excellent customer support tool

Nov 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: A very good tool to handle tickets, easy to integrate with other systems. Our company is using the trial version and has accomplished all our expectations.

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

Overall: One of the best customer service tools.

Capterra-loader

Easy Ticketing System to Set up

Nov 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I used it with one of my vendors to set up ticketing system for our IT. It was a good way to put in requests and see what is outstanding. It was nice to check in to see the status and what needed to be prioritized. It connects well with the apps you are using like Freshbooks.

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

Good Help desk application

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

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

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

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

Nov 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: All the features you would expect from a modern cloud hosted helpdesk system. Our customers like the oversight they have of their tickets through the portal.

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

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

Could use more features

Nov 14, 2017
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 3.0/10 Not
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Pros: This is your basic helpdesk. If you want just a basic helpdesk with few integrations this product is right for you.

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

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

Nov 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's free! It's also easy to link up with your email so that if people send to a specified address, it creates a ticket.

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

Reliable software for Customer suport

Nov 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Quick initial response Support understands customers¿ issues Good followup Immediate help offered Kept well informed Knowledgeable team No escalation required Problems get solved Quick resolution Support cares about customers¿ success It¿s easy to use ¿ you can set it up easily and get started in just a couple of minutes. Since the app is web-based, users do not have to undertake the hassle of maintaining a server. They can get regular updates on recent features and functionalities. It is highly flexible and customizable in terms of integration and functionality. The vendor offers reliable technical support and their helpful agents are quick to resolve if you have problems with any function. It stores a large amount of information, including FAQs, which helps new users resolve issues on their own.

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

Freshdesk Customer Service and Collaboration

Nov 09, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: One of the best things that we enjoy about using Freshdesk is communication with Customer Support team and how quickly they are ready to respond to different opportunities in integration space and help our team progress further in our development efforts. We find technical documentation in relation to Freshdesk API usage and webinars have always been very productive and healthy conversations that we have. Especially when it comes to learning new features about new products and services. It is also one of the first companies to recognize our product in the space of Integration between customer support and product management for which we are very humble and grateful for. People who represent Freshdesk with whom we came into contact with are very humble and truly care about its customers and customer service community. Thank you, Freshdesk!

Cons: It is difficult to point out disadvantages. But I think that every software product evolves as market suggests it to evolve. And I think that customer base that freshdesk has on a regular base can better suggest on how to elaborate product in relation to its work flows and API freshdesk items accessibility. One of the things that we would like to see is easier access to API for retrieving Collections of Items that are related to Tickets or other Entities without relation to those Entities specifically. So if I would like to find out Ticket Types, I can get the Types. If I would like to find out Tags, I would like to grab Tags without knowing anything about any ticket...Just an example. Expanding lookup table functionality across the domain would definitely make API even more powerful and empowering for any team to use. But one of the great things about Freshdesk is presence of its Blog

Capterra-loader

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

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

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

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

Outstanding customer support

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

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

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

Freshdesk Helps Us to Never forget a client

Nov 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Using the automation setups we never forget clients (tickets reopen after x days depending on their Priority) Passing a client onto another go worker is one click away The private notes between emails with clients is a life & time saver

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

Capterra-loader

Great lightweight ticketing system

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

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

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

Best customer support tool

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

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

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

One of the better options available

Oct 19, 2017
4/5
Overall
5 / 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 is incredibly user-friendly and jam-packed with features and plug-ins. It has the ability to support multiple products and can have multiple user portals (knowledge bases) which is key for large corporations with multiple sub companies that are not related. Everything can be in one place, and everything can be segregated by group and by employee. Lots of automation features available, including ticket routing, templates, solutions, scenarios, filtering, and more. Can connect with social media accounts to manage Facebook and Twitter communications with customers. There are so many things you can do with this ticketing system that there just isn't enough time to go over everything and explain just how wonderful a tool this is.

Cons: The only major cons are billing, which is comparable to other similar programs, but this per-user pricing is kind of ridiculous that all of these systems have adopted. I realize that they need to have money, but for an account that is merely a rep that answers tickets vs an administrator account that needs access to everything, there should definitely be a difference in pricing. Integration with other systems, depending on the system, can be painful at times. Integrating into other sites is possible, but would require real programming. Although the portals are fully customizable via CSS and have some color and font options available, there are no templates to choose from, and no wysiwyg editor to do so. Having the ability to build your portal to match your website is vital, but difficult for non-web designers.

Overall: We have a great and effective tool for managing our customer interactions as well as our customer support articles.

Capterra-loader

Works really great

Oct 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Keeps my email inbox really clean I don't lose any of the emails that come through Freshdesk. ALl of my work is streamlined and put in one place

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

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

Capterra-loader

A valid work friend!

Oct 13, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: A complete service desk portal, accessible to customer (if authorized) and agent.
The solutions are a very useful knowledge repository with public section and internal section.
The canned responses speed up and standardize the response to customer.
Collect all contact and tickets from a company makes Freshdesk a little CRM

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

Overall: History of contacts with customer

Easy to use, great way to organize requests

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

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

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

Capterra-loader

Great Support Ticketing Platform

Oct 10, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Our support technicians really like the ease of logging cases, metrics to manage defects and cases and the game system built into the product to reward tech's who get customer recommendations

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

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

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

Oct 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is a user-friendly and easy to navigate customer service platform suitable for team management whether in a corporate or remote environment. Each ticket created are being tracked from open, pending, closed or resolved status. It also has the functionality to send emails to customers, suppliers and internal members of the team. It is quite flexible in adding different categories which are very useful for the entire organization in different departments in sales, customer service, accounting, billing and higher management.

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

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

Freshdesk - saviour from email trap

Oct 03, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to setup. Easy to use. User adoption was fast. Support was great with helping setting system up and with any simple modifications. Value for the money is great. Uptime is great.

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

Projects Management Got Simplified

Sep 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Using Fresh-desk, project management has got simplified. We use it for all our projects and its easy to get status with 1 screen dashboard. It helps our team to manage project status easily.

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

Excellent platform for managing CS

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

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

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

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

New Ticketing System offers many bells and whistles

Sep 16, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Comments: Freshdesk is leaps and bounds better than the Issue Management Solution we were using previously at our organization. The biggest pain point we had was the ability to carry on conversations with ease of researching communication threads. Freshdesk absolutely hits that mark. I am excited to see how my organization will expand the tools offerings

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

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

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

Sep 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Having the ability to check and create tickets at ease means that all clients can do so, without any confusion. Being able to customize the fields that are usable by visitors means that we can be really specific in the queries and it helps to know which queries are high priority and which are of a lower priority. It makes the customer support 10x easier.

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

Sep 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: First thing I like about freshdesk is easily availability trial, everyone doesn't like to provide credit or debit card detail to try a product or tool. It converts your email into a ticket for fast support. Freshdesk has a great feature of integrating with apps like Google Apps, YouTube, Slideshare and other widgets that can increase your knowledge and help in providing best possible solution. It has integrated Live Chat, Phone Support, and others. It also works with productivity tools and your CRM when you need to pull out customer information. It is worth trying out.

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

Excellent support desk

Sep 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs.

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

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

Solid alternative to ZenDesk

Aug 28, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to setup and use. Good value for the price. Many of the same features as ZenDesk. Lots of pricing options to fit different needs.

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

FreshDesk Free Version

Aug 17, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Good Software for a reason price.

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

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

Freshdesk is an excellent helpdesk software!

Aug 16, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Freshdesk is easy and excellent to use from the administrative / technical agent side. The software is pretty flexible and has excellent escalation metrics.

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

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

Aug 16, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

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

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

Nice configurable product

Aug 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I mostly used its free version but even in free version freshdesk provide amazing customization and features. Even it has resources section which can act as a FAQ or general help.

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

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

Researching a new Help Desk

Aug 08, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Loved the overall look and feel of Fresh Desk. It was also cheaper than a lot of other Help Desks. They had a lot of really cool features.

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

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

Use FreshDesk for support cases for small software company

Jul 20, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: I think they are trying to make improvements on a regular basis so that is encouraging.

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

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

Super useful, efficient, and functional!

Jul 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This software was relatively easy to set up, has many features, and has multiple different pricing options to get the exact functionality you need.

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

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

It's kind of a pain

Jul 12, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Freshdesk has an integrated customer portal and help docs. The UI is pretty modern and friendly but there can be lots of clicks to get what you want.

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

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

Advice from a customer service manager.

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

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

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

Best Tools for Help Desk and Support

Jun 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I am recommending peoples who are looking for this type of tool.

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

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

Easy to use help desk

Jun 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This tool provide the ticketing system. due to this easily manage the calls . if we want to assign the task then just assign the tickets and track the task through this.

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

Easy to use software with great customer service

Jun 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The interface is quite flexible and easy to use. Tickets appear in a readable format with great preview features. Sharing information amongst agents and writing internal notes makes communication seamless. The mobile app is the perfect way to manage tickets on the go and keep everyone on the team in the loop.

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

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

Freshdesk-Nice product for support

Jun 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I have been using this product for quite some time now. Experience with the product is really good as it has many features to make your life easy and you can configure it easily.

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

Best option for our organization

Jun 23, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Well worth considering for organizations of any size. the free trial option is a wonderful way to try out the program before committing.

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

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

New to Freshdesk - some small improvements required

Jun 22, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to import over the old database, the speed of program, dashboard. Modification of the fields for our specific needs.

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

How freshdesk changed our life...

Jun 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Their support guys are great.

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

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

Easy configuration, Quick installation

Jun 10, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to configuration and very quick into production. Even a free version has a lot of features. The product has many advanced configurations but the basic system doesn't require a user to go in details. Thank you Freshdesk team.

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

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

For initial it's good.

Jun 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's a work progress tracking software. Suppose you are logged a complained the a tickets will raise and company will track your complain with tickets. Status update notification will come through mail. So you can easily know about your complain status.

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

Very easy to work and expensive

Jun 08, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I have used this product for ticketing only, but what I like the most of it, is the way you can customize the ticketing overall, you can direct the ticket to the person you wanted to and is really easy to work on. The price is affordable even for a startup company.

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

Awesome CRM tool for small and large companies alike

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the watch feature that allows you to see if another analyst is responding to a ticket. This really help reduce duplicate responses and cuts down on conflicting info being shared. I also enjoy how easy it is to search for tickets using tags, ctegories and names

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

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

Easy to use and takes care of our needs

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

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

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

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

Very simple to use Help Desk Ticketing System

Jun 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Quick setup time and configuration. Right out of the box, does the majority of what people need in a system.

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

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

Consistent basic functionality, but lacking in flexibility

Jun 07, 2017
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Freshdesk has some great organizational tools and is great for basic customer service. Their ticketing system is very easy to use.

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

Solid alternative to other costlier support platforms

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

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

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

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

it is easy to use but expensive

May 18, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Like the live chat and how the email system works and how the customer can rate their experience and never muss a questions from the customer

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

Help Desk software very easy to work

Apr 20, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It works for small or big companies.
The price depends on the number of users or agents.
Works together with all the Google Apps.
Customer can send tickets via social media, like through Facebook or Twitter.

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

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

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

Customer support on steroids

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

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

Great product with innovative features

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

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