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2952 Reviews

- Industry: Mining & Metals
- 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 10.0 /10
TMI-SSP (PTY) LTD
Reviewed on 16/01/2020
Wonderful, I really like their 24hrs support system
Pros
With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.
We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.
Cons
Ease of business
Friendly Interface
Work Anywhere (App or Web)
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
They rely too much on chat bots The only person who spoke to me was their sales rep when she was selling me their product Poor response time to email queries (support is too slow) No 24hrs supportSwitched From
Salesforce Sales CloudReasons for Switching to Freshdesk
It is tried and tested within my company It has 24hrs support Quick response to customer queries
- Industry: Internet
- Company size: 1,001–5,000 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 8.0 /10
Excellent customer support ticket system
Reviewed on 08/06/2022
Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.
Pros
Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.
Cons
Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.
- Industry: Information Technology & Services
- Company size: 10,000+ 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 9.0 /10
Freshdesk Support Desk - blessing in disguise
Reviewed on 20/02/2023
Overall, all its meeting our requirements but next time when we purchase, we look forward to purchase unlimited pack which is not available as of now.
Pros
help customers solve their issues themselves, makes it easy for them to connect with us via ticketing system and added to it provide all MIS to provide the supporting data to our analysis.
Cons
per agent pricing, private ticketing system and advance filters are missing as a feature
Alternatives Considered
Zendesk SellReasons for Switching to Freshdesk
we want to try a newer software then the one we were already using- Industry: Financial Services
- Company size: 501–1,000 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 5.0 /10
Freshdesk Performance and Quality
Reviewed on 14/02/2023
I like this for IT ticket. i have used other also but Freshdesk have more features then any other product.
Pros
That we can logged the ticket via email also and all the feature are in freshdesk only. we didn't purchase any other software for inventory also as we as for remote also. I like the Dashboard also i can see the location wise ticket easily.
Cons
I didn't like the Inventory part. why is so messy. When we pull out the inventory is not shown properly lots of data is showing miss match and sometime, we cant even edit the also. please make it simple.
- Industry: Logistics & Supply Chain
- Company size: 1,001–5,000 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
Freshdesk Ticketing System
Reviewed on 12/01/2023
overall found very good and useful product. we are using in the Logistics industry and found it very useful to track customer complaints related to shipment delivery, clearance , delay, incorrect addresses and other transportation related issues.
Pros
Easy to use, setup the groups based on your departments like operations, CS, Sales , Management, Clearance team etc, very efficient in terms of setting escalation matrix, every call , email or request is important and recorded in system. Management can always get updated upon what going on with customer requests/complaints/inquires
Cons
very less option for reporting and integration with other platforms like watsapp, although watsapp FB can be integrated but only can be used within app
Alternatives Considered
OdooReasons for Switching to Freshdesk
pricing and options availalbe in FD, plus FD was already used in another BU so comparing with other products was easy and found it useful- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Best ITIL tool
Reviewed on 17/02/2023
I am using it since 5 Months and till now we didn't face any issue
Pros
FreshDesk is Very user friendly tool which has highly customisable environment.
Cons
It could be difficult for MSPs to manage multiple clients on single platform.
- Industry: Information Technology & Services
- 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 10.0 /10
The Best Freshdesk Tool to Streamline Your Customer Support Workflows
Reviewed on 01/03/2023
Freshdesk is a best customer service platform designed to help businesses improve their customer support. It provides an intuitive, web-based interface that allows companies to quickly and easily manage their customer inquiries and support tickets. With Freshdesk, we can access self-service tools such as FAQs, knowledge bases and automated processes for common tasks. It also offers built-in reporting capabilities that allow us to track the performance of their team members over time. Overall, Freshdesk is a great customer service tool for any business looking to streamline its process and make sure it’s providing top notch customer experience. Its easy user interface makes it quick and simple to use while still offering powerful features like ticket management, real time analytics & reporting and more.It provides an array of features such as automated workflows, multi-channel support (including email, phone, chat and social media), self-service portals for customers to troubleshoot on their own, issue tracking/trending analytics and more. Freshdesk also integrates with other solutions like Salesforce CRM software for data consistency across platforms.
Pros
Comprehensive solution for customer support, with features including ticketing system, help desk portal, knowledge base, automation and analytics. Features include task creation & assignment, drag & drop organization for easy sorting & prioritization, filter options for quick searches & reports based on current status or due date range and an activity log to monitor user actions within the platform. We can customize the system according to your organizational needsEasy to use with a modern design and intuitive user interface. Extensive integration capabilities allowing you to connect Freshdesk with other business systems like Zendesk and Salesforce. It has a wide range of pricing plans available for businesses at every size or budget. Good customer service – their team is always responsive and helpful in finding solutions to any issue you might encounter.
Cons
No major issue found. Limited customization options – while there are plenty of customization options available within the software itself, it’s not possible to add custom code or scripts outside of these settings
- Industry: Consumer Electronics
- 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 7.0 /10
"Streamlining Customer Support: A User's Experience with Freshdesk"
Reviewed on 08/02/2023
As a user of Freshdesk, I can say that my experience with the software has been positive. Freshdesk has helped me manage customer interactions efficiently on a daily basis. The software's intuitive interface makes it easy for me to navigate and access the various tools and features that I need to manage customer inquiries and support requests
Pros
As a user of Freshdesk, here are some of the things I would like most about the software:Ease of Use: Freshdesk is user-friendly and easy to navigate, which makes it simple for salespeople to manage customer inquiries and resolve issues.Integration: Freshdesk integrates well with other systems and processes, allowing for seamless and efficient management of customer interactions.Call Monitoring: Freshdesk's call monitoring capabilities provide valuable insights into the performance of customer service operations and allow for continuous improvement.Customer Support: Freshdesk offers excellent customer support, helping users to resolve any issues and maximize the benefits of the software.Reporting and Analytics: Freshdesk provides a range of reporting and analytics tools, allowing users to monitor key metrics and measure the effectiveness of their customer service operations.
Cons
As a user of Freshdesk, here are some of the things I would like least about the software:Limited Customization: Freshdesk has limited customization options, which can make it challenging for users to fully personalize the software to meet their unique needs.Steep Learning Curve: Freshdesk can have a steep learning curve, especially for users who are new to customer service software. This can make it difficult for some users to quickly become proficient in using the software.Pricing: Freshdesk's pricing can be relatively high compared to some other customer service software solutions on the market, which can be a concern for businesses operating on a tight budget.
- Industry: Apparel & Fashion
- 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 8.0 /10
A reliable and seamless integration for live chat, etc.
Reviewed on 16/03/2023
After considering multiple options, we decided to go with Freshdesk because it provided the optimal balance of features, cost, and user-friendliness for our company. Freshdesk's range of tailored features includes ticket management, scheduling, lead and sales pipeline management, knowledge base management, project and task management, contact database and support ticket management, content management, service history, and contact management, in addition to its customizable library of options that can be tailored to suit our specific business requirements.
Pros
What I love about this software is how flexible and easy it is to use, plus we can integrate it seamlessly with our systems. The user interface and experience are also super user-friendly and if we ever have any issues, their customer support is always reliable and responds to our tickets within 24 hours.
Cons
At times, the platform can be a bit slow, and it could benefit from stronger integration with other programs. By taking advantage of Freshdesk's robust reporting and analytics capabilities, teams can monitor support metrics and make data-driven decisions more accurately than ever before.
- Industry: Hospital & Health Care
- Company size: 10,000+ 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 8.0 /10
Freshdesk is a must-have for SaaS companies
Reviewed on 27/01/2023
Freshdesk has given us improved customer support. We handle queries almost immediately thanks to Freshdesk's ticket support. The server is very organized and has almost no glitches, ticket filters are done in the best way and can suggest when a ticket is urgent and when it requires less time to attend. General questions, support issues, feature enablement requests, all that and more we give solutions to the customer through Freshdesk.
Pros
Freshdesk shows us important integrations to improve the service, such is the case of Jira that allows us to manipulate certain tools from Freshdesk. Ticket categorization is automatic and immediate and then transferred to the appropriate department for immediate response and solution. Freshdesk assigns multiple tickets to teams and allows us to track from start to finish any problem presented by the customer. The escalation of tickets through Freshdesk is totally correct and accurate, there are different levels of support and each one is intended to give you the best experience in terms of response time. They can be moved between departments and it does not differ at all in the final response making it perfect and what the customer is looking for.
Cons
Freshdesk lacks a core API to be able to mass extract data from all tickets. Sometimes the response time through the POST API is ridiculously long which in turn generates a delay in responses through the same API. Freshdesk has very limited configuration and customization panels, the widgets must be organized, but only on the left side and with the default width that Freshdesk requires.
- 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 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: Computer Software
- Company size: 201–500 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
Good Customer Support Platform
Reviewed on 05/04/2021
Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.
Pros
FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas
Cons
We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.
Alternatives Considered
JiraReasons for Choosing Freshdesk
Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.Switched From
FootprintsReasons for Switching to Freshdesk
Jira is a far more complex and extensive platform- Industry: Education Management
- Company size: 201–500 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 review by software dev manager @ Regenesys Business School
Reviewed on 12/12/2019
Awesome.
Pros
The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.
Cons
The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.
Alternatives Considered
SpiceworksReasons for Choosing Freshdesk
Coz Freshdesk proved to be a better productSwitched From
SpiceworksReasons for Switching to Freshdesk
Ease of use for agents and clients as well as reports.
- Industry: Facilities Services
- 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
Freshdesk makes working easier!
Reviewed on 12/06/2019
In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.
Pros
I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!
Cons
One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.
Reasons for Choosing Freshdesk
We made the switch because we outgrew Jobber and its capabilities. Jobber lacked the analytics, history, sales features, and user friendly options necessary to grow our business.Switched From
JobberReasons for Switching to Freshdesk
We chose Freshdesk because of the variety of user friendly capabilities and features. Salesforce had aggressive sales reps who didn't care about our companies needs. Zendesk wasn't user friendly and many of the "integrations" could only be connected by people with web design or coding experience. Jobber fit our needs as a smaller company but now we have 5 service divisions. Overall, Freshdesk is the platform that suits all of our needs as a growing company.- Industry: Facilities Services
- 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 10.0 /10
Support Detail
Reviewed on 14/01/2020
Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets.
Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.
Pros
- Creating, monitoring and finding specific information: EXCELLENT
- User interface is very fresh, intuitive and user friendly
- Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became.
- Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature.
- Mobile App is so easy to use across IOS and Android.
- Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution.
- Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.
Cons
Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk.
I would like to see a better integration with Xero Financial Software.
Switched From
Mojo HelpdeskReasons for Switching to Freshdesk
Easier setup Better Reporting Better Email Notification Setup Better Integration Advanced Searching Feature across tickets and tags- Industry: Internet
- 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 10.0 /10
Superb Experience
Reviewed on 15/12/2019
We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this.
Pros
Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need.
Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.
Cons
In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers.
Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
It was difficult generating reports from Kayako. We were yet t transfer to their new version. With years of use, we needed something new which met our needs - in line with our ITIL-based structure.Switched From
KayakoReasons for Switching to Freshdesk
Ease of use and support response rate. Freshdesk team were proactive to set up an online meeting with us where sales, IT and other relevant stakeholders were available to answer our questions and understand our needs before paying for the service. While on trial, we had set up 80% of the things we needed while waiting for feedback on the remaining things so this helped us decide quickly.- 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 6.0 /10
Good helpdesk tool that needs better integration between its own Freshworks suite.
Reviewed on 11/06/2021
We can manage support requests much better with Freshdesk, and it has helped reduce response times and support quality as a result of that.
Nevertheless, their support and the lack of a single widget for Freshchat and Freshdesk is not great.
Pros
The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations.
Cons
Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients.
Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing.
Reasons for Choosing Freshdesk
We switched as Intercom did not offer SLA tracking and merging of messages, resulting in losing track of important client issues.Switched From
IntercomReasons for Switching to Freshdesk
* It offered better SLA tracking than the alternatives. * The setup was much easier than Salesforce. * Their client management was better than what Help Scout could offer at the time. * The Sales team/CSM team was much better than Zendesk during our first interactions.- Industry: Music
- 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 9.0 /10
Great software - some bugs need fixing and could use some additional features.
Reviewed on 03/01/2020
Good experience. Support is fast to respond. It's an easy platform to train new team members on.
Pros
Ease of use, setup, and features.
An added feature would be to be able to search ticket by subject title and then to select many of the results at a time.
Cons
There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages.
Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
NetSuite is not really suitable for our needs as a support team.Switched From
NetSuiteReasons for Switching to Freshdesk
Price was far more affordable.- 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 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: Computer Software
- 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
Best Helpdesk Application for your Money
Reviewed on 17/09/2020
First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well.
Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be.
I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars).
Pros
Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.
Cons
Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).
- 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 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: Retail
- Company size: 11–50 Employees
- Used Weekly 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
Discover the Customer Support Software That's Changing the Game: Freshdesk
Reviewed on 01/03/2023
Freshdesk has helped me solve a number of customer service-related business issues. The management of customer inquiries and requests received via email, the web, phone, chat, and social media was one of our biggest challenges. We were able to consolidate all of these requests and track them in a single view with Freshdesk, making it simpler for our agents to keep track of all conversations and respond promptly.Since implementing Freshdesk, we have experienced numerous advantages. Due to the effective automation features that cut down on repetitive tasks, our agents are now able to maintain their highest levels of productivity. We have also benefited greatly from Freshdesk's omnichannel capabilities, which enable us to automatically route requests from various channels to the appropriate agents. We have also been able to improve our capabilities and streamline our procedures.In general, Freshdesk has revolutionized our customer support team. It has made our agents more effective and productive as well as helped us provide better customer support. The software is affordable, user-friendly, and provides excellent customer support. Freshdesk is definitely something you should look into if you want a customer support system that works.
Pros
I can confidently state that Freshdesk is one of the best customer support software on the market. I had no trouble establishing my account and using the tool because of the user-friendly interface. I was able to keep up with requests coming in from email, the web, phone, chat, and social media from a single location thanks to the omnichannel capabilities. With the powerful automations, I was able to automate repetitive tasks, which increased my productivity and allowed me to concentrate on providing high-quality customer support.I was also able to do more with the software thanks to Freshdesk's integration with over 500 apps from the Freshdesk marketplace, such as Salesforce, Jira, WordPress, and Shopify, which ultimately enhanced my customer support capabilities. Lastly, Freshdesk's round-the-clock support ensured that my customer service remained top-notch by providing me with the assistance I required at any time.
Cons
Freshdesk is an excellent customer support software, but it does not come without its drawbacks. The software's limited reporting capabilities are one of its major drawbacks. Even though the tool has some options for reporting, the depth of the reports isn't always what I want. The pricing structure of Freshdesk is another drawback. Despite being less expensive than some other customer support software, the price tag can still add up for larger organizations or teams. Additionally, the more expensive plans can only take advantage of some advanced features that are beneficial to large businesses.

- Industry: Computer Software
- 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 9.0 /10
Freshdesk makes support easier and at a very attractive price
Reviewed on 22/02/2017
Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features. We have a partner who uses Freshdesk. We asked them for their feedback. They told us that they were happy with the solution and it matched their requirements, even with the Free edition. In 2015, we were looking for a helpdesk platform, because our internal solution was outdated and our budget was tight. We look at the solutions available on the market. After a very quick try we were convinced about Freshdesk: it was adopted! The Free edition (Sprout) offered us everything we needed and it was so user friendly!
Freshdesk helps us to save time and money as it automates the support ticket management process: customized support rules, automatic email notification, tickets queue management That's perfect for us and for our customers who use it for submitting support ticket.
Pros
We definitively like a couple of things about Freshdesk. Even with the Free edition you have access to plenty of features. The portal can be customized: you can specify the colors of the colors theme, choose a font and also add your organization logo. You then can offer a branded helpdesk platform to your customers. All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). The solution can be online in only a couple of minutes.
We had to contact the Freshdesk support only once, and honestly we were really impressed by the way they handled our support request because we only have the free edition. The ticket was solved and closed in only a couple of hours. Great support service!
Cons
As we used the Free edition, we don't see any cons.
- Industry: Oil & Energy
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
sleek web based ITSM portal
Reviewed on 15/02/2023
Overall, Freshdesk has helped our businesses provide better customer support, improve efficiency, and increase customer satisfaction. It has an easy to use sleek web portal.
Pros
Centralized communication: Freshdesk allows businesses to centralize their communication channels, including email, phone, social media, and chat. This can help to improve response times, reduce confusion and improve the customer experience.Ticket management: Freshdesk provides businesses with a powerful ticket management system that can help to streamline workflows, automate routine tasks, and prioritize support requests.Multi-channel support: Freshdesk allows businesses to offer support to their customers across a range of channels, including email, phone, social media, chat, and more. This can help to improve accessibility and convenience for customers.Automation: Freshdesk allows businesses to automate routine tasks such as ticket routing, canned responses, and follow-up messages. This can help to free up time for support agents and improve efficiency.Reporting and analytics: Freshdesk provides businesses with a range of reporting and analytics tools that can help them to track key performance metrics, identify areas for improvement, and make data-driven decisions.Collaboration: Freshdesk provides support agents with a range of collaboration tools that can help them to work together more effectively and provide better support to customers.
Cons
Cost: Freshdesk can be expensive, especially for small businesses with limited budgets. While there is a free version available, it has limited functionality, and more advanced features require a paid subscription.Complexity: Freshdesk is a complex platform with a lot of features and options, which can make it overwhelming for new users. It may take some time to get familiar with the software and set up workflows that work well for your business.Customization: While Freshdesk is highly customizable, it can be difficult to configure and customize the software to meet your specific business needs. This can require technical expertise, which may be a challenge for some businesses.Integration: Freshdesk offers integrations with a range of third-party tools, but it may not integrate with all the tools your business uses. This can create additional work to manage multiple systems and workflows.Limited automation: While Freshdesk does offer some automation capabilities, it may not be enough for businesses with complex support processes. Some tasks may still require manual intervention, which can slow down support workflows.
- 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, 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?