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3149 Reviews

- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
A Fresh Start to Better Customer/Issue Tracking
Reviewed on 31/12/2019
We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM...
We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!
Pros
We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!
Cons
We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.
Reasons for Choosing Freshdesk
Parature was purchased by Microsoft and users were given the 'option' to migrate to CRM Dynamics. Parature was also expensive and moving to Freshdesk was a solid financial option.Reasons for Switching to Freshdesk
Overall, we just needed a simple process for handling ticket submissions and responses. Many solutions came with high price tags that were just not in our budget. The implementation and training options provided by the Freshworks team sealed the deal for us.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
It has many functions like ticket management
Reviewed on 17/03/2023
Intuitive interface that can greatly aid businesses in providing superior customer service. It...
Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis.
Pros
Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.
Cons
Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.
- Industry: Retail
- Company size: 201–500 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Recommended as an alternative option to Zendesk
Reviewed on 17/08/2023
Overall we're happy with Freshdesk and have been using it for about five years now.
Overall we're happy with Freshdesk and have been using it for about five years now.
Pros
Good automation features to help with helpdesk performance. Good support from India. New features coming quite frequently
Cons
Cheaper plans have quite limited features. Some minor usability issues
Alternatives Considered
Zendesk SuiteReasons for Switching to Freshdesk
Some of the gamification features and overall feeling during the sales process. Features are very similar.- Industry: Design
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 2.0 /10
Lacking rudimentary filter/show by date range feature, terrible for recordkeeping
Reviewed on 07/10/2020
Mediocre at best - it does what every other support desk system does - assign & distribute tickets,...
Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.
Pros
For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.
To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.
If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.
If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!
Cons
The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?
Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.
- Industry: Libraries
- Company size: 51–200 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
8 Years of FreshDesk
Reviewed on 08/06/2023
FreshDesk was an easy to impliment service that empowered our end users and staff to engage the IT...
FreshDesk was an easy to impliment service that empowered our end users and staff to engage the IT Ops and ask other administrative questions effortlessly. Allowing better communication throughout our organization.
Pros
The administrative settings are among my favorite aspects of using FreshDesk. Allowing granular control of many features without being overwhelming. Being able to create rules for incoming tickets is an intuitive experiece and initially integrating FreshDesk was an easy experience.
Cons
I can't think of any cons, FreshDesk services and features are above and beyond what I would expect for a product that has a free tier that is feature rich.
Alternatives Considered
Zendesk SuiteReasons for Switching to Freshdesk
There was no reason to switch, FreshDesk fullfilled all requirements and continues to improve on the experience.- Industry: Human Resources
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Customer service
Reviewed on 27/08/2023
I use it for sending newsletters and also promoting my business through campaigning and creating...
I use it for sending newsletters and also promoting my business through campaigning and creating customer chat room
Pros
It has an application which fits on a mobile and of different versions and works as that one of the desktop.
Cons
Fresh desk is a home for customer care and also patient support.
- Industry: Apparel & Fashion
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
User friendly interface
Reviewed on 08/08/2023
Overall my experience with Freshdesk was wonderful as it has minimised lots of work and report was...
Overall my experience with Freshdesk was wonderful as it has minimised lots of work and report was good.
Pros
Cloud-based customer service softwareUser friendlycan use the same interface for calls, chats and emailsThe report is very preciseSupport available via chat SSL encryption available
Cons
You need to set rules to get the reports which is complex and confusingThe dashboard is good but needs to have a little changeFacebook comments does not land into chats
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
Not compactable with Facebook and InstagramReasons for Switching to Freshdesk
Zendesk was quiet expensive- Industry: Food & Beverages
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Freshdesk is really worth
Reviewed on 08/08/2023
Pros
The reportings and the analytics are a plus on top of the ease for advisors. Plus their support is awesome.
Cons
Integrations with TP tools or websites is weak compared to other CRM's
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
freshdesk was way betterReasons for Switching to Freshdesk
The ease and features- Industry: Nonprofit Organization Management
- Company size: 1,001–5,000 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Freshdesk fab for member management
Reviewed on 04/09/2023
We started using Freshdesk in 2020 when we needed a tech based solution to fielding a number of...
We started using Freshdesk in 2020 when we needed a tech based solution to fielding a number of enquiries relating to COVID in the workplace.Freshdesk was easy to set-up and we had a system in place in a matter of days with users assigned to different levels of permissions.It meant that we were able to respond quickly and effectively to thousands of enquiries that otherwise would have been chaos on a shared outlook inbox.
Pros
The ability to set up “canned responses” was so useful for us as an organisation as we were able to set up draft replies to common questions making our response time even better.I also like the automations and rules that you can set up to do X Id Y happens. Finally, being able to automatically create tickets from an email address on our domain proved super useful and meant our members received a more personal level of response.
Cons
We had a bit of trouble trying to contact customer support for a billing enquiry. It’s not always easy to get help using the system, which is slightly ironic given the product!For the most part it’s
- Industry: Accounting
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
High quality in providing solutions and often inexpensive.
Reviewed on 25/08/2023
A program that helps you to prepare multiple bases and is not expensive for money, as you can...
A program that helps you to prepare multiple bases and is not expensive for money, as you can create several modern models using its distinctive features
Pros
It is an inexpensive program and helps to provide solutions across several websites and their supporters.
Cons
It is not expensive to upgrade, and it contains several distinct tools and is easy to use than others
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
It's good enough, but some features are lackluster, too expensive or missing
Reviewed on 12/04/2020
You'd think that 400M of total investments gets you an insanely good piece of software. It does...
You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.
That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.
Pros
It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.
There are a few nice features when it comes to automation.
Cons
There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying.
In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.
Reasons for Switching to Freshdesk
As you see above, there are quite a few drawbacks. None of these was a deal-breaker for me, but they do seem to be rather arbitrarily set limitations to get customers to upgrade to more expensive tiers of support. Ultimately, the deciding factor was the ease with which to integrate Freshdesk over their API with other tools that we use. Compared to the others: Zoho Desk's API was almost as bad as their customer support, but their ticket workflow options are far superior to Freshdesk. Happy Fox came close, but their API had a severe limitation for us as they only allow one specific status to create tickets with, which didn't work for our use case. Otherwise, we would've picked that. Zammad did not support multiple email inboxes at the time we tried it. Kayako did not leave a lasting impression. Deskpro was for the longest time the forerunner, as we really would've liked a self-hosted tool. Their user interface is not as slick as the one from Freshdesk (or any of the others, really) and I don't like how they handle workflow status, but their support team was *by far* the best of them all. Unfortunately, we didn't get the self-hosted option to run reliable in our environment. And while their API outshines everybody else's we tried their GUI was a bit too clunky and cluttered for our taste. I'll definitely will keep an eye on them and check back how they improve.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
Great for a knowledge base, but doing poor on the rest
Reviewed on 14/09/2022
Overall, the experience was below what I expected. We were sold the world for this product on how...
Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.
Pros
The knowledge base system provides a few options
Knowledgebase can be offered to your team and to your clients
The user controls allow for different users across platforms
Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets
Can send and receive emails from your inbox
Cons
The app is far the worst part of the product as it's buggy, unreliable and slow
Email management basics are missing or inefficient
The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary
The support teams are challenging to deal with and you have to repeat the same information over and over
Freshdesk lacks in its features when it comes to separating responses
The tool does not know how to override the from address when another agent is in vs. assigned
Filters are limited
The auto-reply detection does not work as tickets get created from auto replies all the time
Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process
Reasons for Choosing Freshdesk
We wanted to better manage our customer service emails and client management.Switched From
Google WorkspaceReasons for Switching to Freshdesk
It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead.- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
FreshDesk Review
Reviewed on 11/02/2023
My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and...
My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and provides great customer service and support. The ticketing system is very organized and efficient and the dashboard is great for keeping track of all your customer support requests. The automation and reporting tools help to streamline the process and make it easier to manage multiple customers. The integration with other tools is also helpful, allowing me to quickly connect with other systems to provide better customer service. Overall, I find Freshdesk to be a great platform for managing customer service requests.
Pros
I liked how easy it was to use Freshdesk. The software was intuitive, and the user interface was well designed. The customer support was also excellent. They were always available to answer questions and provide assistance. Additionally, the reporting features were comprehensive and allowed us to track customer support trends and metrics.
Cons
One of the biggest drawbacks of freshdesk is its lack of customizability. It can be difficult to tailor the software to meet the specific needs of different businesses, as there are limited options for customizing the interface and features. Additionally, the pricing plans can be a bit expensive for some companies, depending on the level of support they require.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Very happy with this purchase
Reviewed on 29/11/2019
I am currently the only person responsible for customer support in a small company. Freshdesk made...
I am currently the only person responsible for customer support in a small company. Freshdesk made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually.
We'll be adding new users soon because of this great experience.
Pros
Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.
Cons
The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference.
Here are a few basic examples:
1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank.
2) Only the custom fields with drop down lists can be used as triggers for automations.
Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution.
Overall though, it makes my job a lot easier.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
TP is really good for development projects, but it makes absolutely no sense when it comes to giving decent customer support. No SLAs, no prioritization, no notifications, no automations.Switched From
TargetprocessReasons for Switching to Freshdesk
The price mostly. While Zendesk had cheaper plans, the Freshdesk plans had more features for the same price. Zendesk overall had a few more features, but we would have never used most of them anyway and Freshdesk seemed easier to configure and customize and it looked better in my opinion. The ticketing systeme is just great. Everyone asked was talking about Zendesk, yet I found it somewhat underwhelming.- Industry: Architecture & Planning
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
You're on your own
Reviewed on 23/11/2019
Pros
The platform is relatively user friendly and has a sufficient number of features to work well.
Cons
Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.
Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.
Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.
Reasons for Switching to Freshdesk
Lower cost of entry and good usability allowed us to learn how to incorporate help desk capabilities into our business model without paying high initial fees before value was realized.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Experience The Magic of Freshdesk An Affordable Solution for Effortless CS.
Reviewed on 20/01/2023
Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business...
Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business problems and improve our customer service and support, The benefits we have realized from using Freshdesk include improved customer satisfaction, better communication and collaboration, and increased efficiency and productivity.
Pros
Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.
Cons
Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.
Reasons for Switching to Freshdesk
After evaluating a number of alternative products, we ultimately chose Freshdesk because it offered the best combination of features, pricing, and overall user experience for our company, Freshdesk offers a wide range of features that are tailored to our specific needs, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, Also Freshdesk is more customizable as compared to other products we evaluated.Freshdesk's integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort, and this was a major factor in our decision to choose Freshdesk. Cost-Effective: Freshdesk's pricing plans were more cost-effective than some of the other alternative products we considered, which was an important factor for our organization. Positive User Experience: Our team had a positive experience during the evaluation process and we found Freshdesk to be user-friendly, which was also an important factor for our organization.- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best Email Ticketing System out there
Reviewed on 06/12/2019
We have been able to be more responsive to our customers while maintaining high data integrity...
We have been able to be more responsive to our customers while maintaining high data integrity across our whole business. The team is able to 'chat' in real time with each other about an individual ticket without confusion and the ability for us all to be 'in' the ticket at the same time to see what is going on. The transparency of our interaction with our customers also mean we can address team training needs and discover any shortfalls of our customer service quickly, confidently and positively.
Pros
The ease of use and the overall look and feel of the experience for the team and our customers.
Cons
We are sometimes limited with our ability to search however this is more about how we use it and not the software itself. We are heavily reliant on our customers sending queries with quality subjects in their emails and due to how generic they are, the amount of queries we receive and the limitations we put on the team to tag/identify can give us high numbers of returns during a search.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
We lost access to the system during a company buy out. We were also changing our team structure so needed something more flexible and robust.Reasons for Switching to Freshdesk
Better features including customisation. The team at FreshDesk were also amazing to work with - addressing all of our queries and even working on our needs to ensure they could be addressed before we signed.- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Easy to setup and use. Great ticketing system
Reviewed on 11/10/2019
We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep...
We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep track of what work needs to be done. Our client tickets get logged on Freshdesk and assigned to technicians.
Time logs gets added, tickets get exported and processed for billing.
Any issues that we've had, we simply contacted them via in support chat and it was resolved quickly.
Pros
Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you.
The interface is also very intuitive and even without any training your staff should be able to do the basics.
We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs.
Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice)
If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.
Cons
I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)
Reasons for Choosing Freshdesk
Easy of use and setup. No server to maintain as it is a SaaS solution.Switched From
Cherwell Service ManagementReasons for Switching to Freshdesk
Enjoyed the user experience and catered for all our needs- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Very happy with Freshdesk
Reviewed on 10/12/2019
We are a distribution company that imports several US and European brands into Canada. We manage...
We are a distribution company that imports several US and European brands into Canada. We manage the customer service inquiries for all these brands for Canadian customers and retailers. We were previously using Outlook inboxes but that became too cumbersome. Freshdesk has allowed us to feed all inquiries to one place while still maintaining our separate brands and automatically routing tickets to the appropriate customer services team. Our workflows are more efficient and customers are easier to track.
Pros
Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.
Cons
There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
To improve efficiencies and better track agent performanceSwitched From
Microsoft 365Reasons for Switching to Freshdesk
Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point.- Industry: Design
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Good Software, Bad Marketing. Bait-and-Switch (beware)
Reviewed on 18/08/2020
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising...
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.
As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Pros
Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
Cons
Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.
Reasons for Choosing Freshdesk
Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs.Switched From
Jitbit HelpdeskReasons for Switching to Freshdesk
It looked like it included the main features we needed, at a much lower price. - Organize clients by company, and individual. - Group contact by company and allow users to view will all company tickets. - Track and report by problem area and issue resolution. - SLA Management Automation Once we got everything moved over and set up, two of those features "Included in the Garden plan" ($15/agent/month), we were told to upgrade to $65/agent/month. When we contacted support about the problem, they just didn't answer.- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Easy to Use, Easy to Setup
Reviewed on 22/11/2019
Pros
My favorite part about this software is the knowledge base. This has helped us immensely on our team. Certain parts of the knowledge base show up based on the company the user is associated with. This allows us to set up public tutorials, internal tutorials for our staff, then another section that just our internal help desk can use. It is also very user-friendly, our students and staff can easily create tickets and we are able to customize the fields for tickets. I don't use a lot of the features with phone and automated ticket assignment, but I can see how this would be useful for a larger organization. I honestly have no complaints and whenever I have a question or issue, support has responded and solved my issue quickly!
Cons
There was an issue with spam, but this seems to be prominent amongst other companies as well. They have just implemented a resolve with this and I have seen a decline, but it is not completely blocked yet.
Reasons for Choosing Freshdesk
I was unhappy with them and I would talk to customer service and they were less than helpful and did not seem to want to work with me on getting my issues resolved. I switched to Freshdesk immediately out of constant frustration with support and I have never regretted my decision. There is much more flexibility and customization with Freshdesk.Switched From
HappyFox Help DeskReasons for Switching to Freshdesk
I had experience with Freshdesk as a user with a vendor that I work with. I like the ticketing interface and usability. I set up Freshdesk to try and really liked the options and features. Specifically the knowledge base setup.- Industry: E-Learning
- Company size: Self Employed
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Customer Support has gone downhill, and they refuse to fix a perceived security issue.
Reviewed on 27/01/2020
Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. ...
Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. Unfortunately, it is on the downturn again.
When I first started, I had to wait days for a support question to be answered, and to contact a salesperson was almost impossible. Their phone support is unusable. It rings forever, and when you do get through since it is impossible to get through though you cannot hear them. The times I have gotten through and left a message, noone has replied to my question. When your a single person business this is frustrating,
The support became better and now it is going back downhill again. I feel I have to convince them that something is wrong.
What is most bothersome is they don't understand as a single person business I cannot spend days on a problem, and if I tell them there is an issue such as an attack on an email address, which I have no control over and they don't fix it.
Pros
The software has a great deal of functionality.
Cons
If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails.
The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not.
The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Best customer self-service software in 2023
Reviewed on 23/03/2023
Freshdesk is an easy-to-use customer support platform that enables support teams to effectively...
Freshdesk is an easy-to-use customer support platform that enables support teams to effectively manage customer requests via multiple channels, such as email, live chat, social media and phone calls. Freshdesk features include ticket management, knowledge management, reporting and analytics, as well as customisation of the user interface to meet your specific business needs.Users generally appreciate the ease of use of Freshdesk, as well as the ability to customise the platform to their specific needs. In addition, the user interface is intuitive and easy to navigate, making it easy to manage customer requests.However, as with any software platform, there may be potential challenges or issues encountered when using Freshdesk, such as system stability issues or high fees to access the platform's full functionality. It is important to take these factors into account when evaluating the overall experience of using Freshdesk.
Pros
Ticket management: Freshdesk provides an intuitive interface for ticket management, allowing customer support agents to easily track, prioritize and resolve customer requests efficiently.Automation: Freshdesk offers automation features to streamline work processes, reducing errors and improving efficiency.Customisation: Freshdesk allows full customisation of the user interface, views, workflows and reports, enabling users to create specific workflows tailored to their needs.Integrations: Freshdesk offers a range of integrations with popular third-party applications such as Salesforce, Shopify and Slack, allowing users to easily connect their customer support system with other tools.Analysis and reporting: Freshdesk provides detailed reporting and analysis of customer support performance, allowing users to track key performance indicators and identify areas for improvement.
Cons
System stability problems: some users may have experienced system stability problems or downtime, which may adversely affect their ability to provide effective customer support.
- Industry: Higher Education
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great tool, even at the lower price tiers
Reviewed on 03/11/2018
Overall, my gripes are relatively minor, and for the most part have usable workarounds. FreshDesk...
Overall, my gripes are relatively minor, and for the most part have usable workarounds. FreshDesk has proven an invaluable tool for our small team, and I would recommend it to anyone looking for a solid ticketing system. In fact, I already have!
Pros
The interface clear and navigable, making it simple to switch from our old ticketing system. It's easy to work together on a single ticket, especially with the ability to create Private Notes visible only to agents. Email templates help speed things up, and time-based rules ensure that tickets don't sit idle too often. Also handy are the apps that allow you to expand some of the functionality or customize features.
While the ticketing features are handy, I've recently started delving into the "Solutions", aka knowledgebase. It's easy to format, and gives you some flexibility with HTML. I think we'll be able to leverage it for some very useful tutorials. In the meantime, we have a single page with a picture from The IT Crowd captioned "Have you tried turning it off and on again?"
Finally, I'd like to give kudos to FreshDesk support. They are very responsive, usually replying within a couple of hours. I don't think we've had a single ticket stay open (waiting for reply) for more than a day. As an example, another organization we support had difficulty getting outgoing email working. FreshDesk's DKIM service wasn't functioning properly, making it impossible for them to send mail from the tool. They identified the issue quickly, and were able to address the underlying technical issues in a satisfactory timeframe. Overall we haven't had many problems, but where we've had them, they got fixed or explained to our satisfaction.
Cons
Unfortunately, some of the explanations from support have been "That's available in a higher price bracket." We're on the "Blossom" level, the first paid tier, and some features that we'd find useful are only available in higher tiers that are cost-prohibitive for our two-person team. It'd be nice to have an a la carte menu to be able to add a few features for a few dollars, rather than nearly doubling our cost. Still, those features are "nice to have", not necessary, and we are functioning quite well despite their absence. I can definitely see how larger teams would benefit from them though, so I don't begrudge the tiers' mere existence.
There are a couple of weird things about the Solutions builder. I wish it was more of a "what you see is what you get" tool, though you do have the ability to preview your drafts before publishing the page. For example, I wanted include some footnotes, using superscript numbers in the text for indexing. This wasn't in the available formatting options, so I used the [much-appreciated] HTML editor. The problem is, the numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course the published page). This makes proofing cumbersome.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great for Support Tasks
Reviewed on 30/11/2018
Overall, FD is a helpful tool for a support staff that deals with a large client base. However,...
Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on.
Pros
It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history.
I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD.
I wish they had:
-more options for scenario customization
-more options for keyboard shortcuts/customization
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They have a decent customer support team that responds relatively quick(within 24 hours).
Cons
Some features from the old FreshDesk didn't transfer to the new FreshDesk mint.
-Text in <PRE> tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint. I have to literally copy the whole string and create a comment so I can read my client's request.
-I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket.
-CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint.
-Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?