Freshdesk Software


 

Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets.

Whether the interaction occurs over the phone, via email, through web chat or comes in through social media channels like Facebook and Twitter, Freshdesk ensures customer support issues get to the right team member.

Because the solution is entirely cloud-based, Freshdesk helps to manage multiple groups, workflows and escalation procedures. It also supports multiple products and brands and includes multi-language and multi-timezone capabilities. Its monthly pricing model makes it suitable for most industries, including IT, insurance, hospitality, retail, utilities and more.

Freshdesk automates multiple processes. Dispatchers automatically route tickets to the appropriate support agents, while the supervisor continuously scans open tickets and then escalates them to managers if they are not addressed within defined service level agreements. Using Scenario Automations, daily routine tasks can be completed with a single click.

Freshdesk also offers customer-facing features such as a self-service portal, a knowledge base and community forums so customers can view the status of their tickets, find solutions online and share or even vote on ideas.

 

 
Supported Operating System(s):
Web browser (OS agnostic)

209 Reviews of Freshdesk

 

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Software Advice Reviews (90)
More Reviews (119)

Showing 1-20 of 90

Monica from Randstad
Specialty: Other services
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

New Ticketing System offers many bells and whistles

Ease-of-use

Functionality

Product Quality

Customer Support

Freshdesk is leaps and bounds better than the Issue Management Solution we were using previously at our organization. The biggest pain point we had was the ability to carry on conversations with ease of researching communication threads. Freshdesk absolutely hits that mark. I am excited to see how my organization will expand the tools offerings

Pros

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

Cons

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

 
 

Jorge from manesa
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

FreshDesk Free Version

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Good Software for a reason price.

Pros

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

Cons

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

 
 

Stacy from Champ Software
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Use FreshDesk for support cases for small software company

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I think they are trying to make improvements on a regular basis so that is encouraging.

Pros

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

Cons

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

 
 

Lisa from Ultius, Inc.
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Advice from a customer service manager.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

There's nothing else I would add at this point.

Pros

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

Cons

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

 
 

Amit from Damco Solutions Pvt Ltd
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Best Tools for Help Desk and Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I am recommending peoples who are looking for this type of tool.

Pros

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

Cons

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

 
 

Sanjeev from damco solutions
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Easy to use help desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This tool provide the ticketing system. due to this easily manage the calls . if we want to assign the task then just assign the tickets and track the task through this.

Cons

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

 
 

chetan from Damco
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Freshdesk-Nice product for support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have been using this product for quite some time now. Experience with the product is really good as it has many features to make your life easy and you can configure it easily.

Cons

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

 
 

Rex from Democrats Abroad
Specialty: Public Sector
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Best option for our organization

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Well worth considering for organizations of any size. the free trial option is a wonderful way to try out the program before committing.

Pros

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

Cons

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

 
 

Tim from Unique Gas Products Ltd
Specialty: Distribution
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

New to Freshdesk - some small improvements required

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to import over the old database, the speed of program, dashboard. Modification of the fields for our specific needs.

Cons

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

 
 

Rudy from Pastoe
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

How freshdesk changed our life...

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Their support guys are great.

Pros

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

Cons

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

 
 

Dev from Damco solutions
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

For initial it's good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It's a work progress tracking software. Suppose you are logged a complained the a tickets will raise and company will track your complain with tickets. Status update notification will come through mail. So you can easily know about your complain status.

Cons

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

 
 

Parvez from SGC Services Pvt Ltd
Specialty: Accounting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Very easy to work and expensive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have used this product for ticketing only, but what I like the most of it, is the way you can customize the ticketing overall, you can direct the ticket to the person you wanted to and is really easy to work on. The price is affordable even for a startup company.

Cons

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

 
 

Colleen from 5 Stones
Specialty: Media
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Consistent basic functionality, but lacking in flexibility

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk has some great organizational tools and is great for basic customer service. Their ticketing system is very easy to use.

Cons

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

 
 

Roy from PC Rescue Services
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Cloud Based Help Desk Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have been using Freshdesk since June of 2016. Overall good experience with the platform. It took some time to get everything setup the wy we needed it, but support has been great with assisting us. Freshdesk helps us keep track of customer communication.

Pros

Customer support is decent for not being in the US and the platform is stable.

Cons

Does not have much integration with our current billing system. Does not integrate with our phone system

 
 

Darren from Parkbench
Specialty: Other services
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Easy to use and gets done what you needs to be done. The ability to manage all levels of support from one dashboard offers streamlined convenience.

Cons

Would appreciate a cleaner way to sort our sent emails

 
 

Alan from Ftech int.
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Helps with managing our support team

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Our support team has their own logins to this tool and our admin people can manage their logins easily. This tool helps to bring all team members together within this system to help our client-tale.

Advice to Others

We like using this tool since our team is organized using it.

 
 

Mark from Forum Communications
Specialty: Media
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

January 2017

January 2017

Best overall help desk software for our customers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We evaluated many help desk software products. Some of the products were very involved and hard for our customers to understand when submitting a ticket., Others were very expensive. We decided to go with a low cost, customer friendly product and Freshdesk fit the bill. We also decided to use their basic functionality rather than spend extra for customization. We have been very happy with the result and our customers are very happy with how easy the product it to use and understand. Would highly recommend the product.

Pros

ease of use.

Cons

Some of the features that we expected to be included in the basic package requires an upgrade. We decided it wasn't worth the additional funds for those features.

 
 

Matthew from Comprehensive Web Designs
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Freshdesk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I am a huge fan of Freshdesk! I love everything about it! From its intuitive dashboard to their customer support, to their portals. It's just wonderful! I refer Freshdesk to my friends all of the time. If you are looking into a helpdesk system, then this one is right for you.

Cons

Freskdesk is not telling people that they are recording their calls.

Advice to Others

This is the helpdesk you need to buy for your business

 
 

Sara from Ivy Tech
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Great Support, excellent product, a little glitchy though

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Their name says it all - a breath of fresh air when it comes to support systems. A bright, energetic company that is providing a tool at a price which is perfect for SME's. Their innovative approach and rapid development means that new features seem to be appearing every day and the best thing of all is that they actually listen and respond to featured requests. It's like having our own personal development team providing an enterprise level ticketing system at a fraction of the price of other systems currently on the market.

Pros

- Fun to use
- Easy to set up with your own support email and domain. Up and running in minutes.
- Sleek and modern interface, with extremely high attention to details, on all screens of the application.
- Single user can use for free, forever.
- Reasonable pricing for when you grow
- Sleek mobile optimized version of the site
- Many features and yet designed so they don't get in the way
- Highly and easily customizeable
- Integrates with many other services, from Google Analytics to Salesforce
- Encourages productivity using a tasteful implementation of gamification mechanics
- Built in forums and knowledge base sections, that are not designed as an afterthought but rather as full components of the system.
- Smart built in customer satisfaction component
- Excellent reports
- Excellent support (for the rare cases you need it).

Cons

there have been issues / bugs

Advice to Others

Good for our teams, works well with chat and the products and different incoming email addresses work well.

The support is some of the best I've had and my own company.

 
 

Veit from Mehler International Pty Ltd
Specialty: Healthcare / Medicine
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2016

December 2016

Excellent Help Desk, Even At The Free Level

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Freshdesk offers a lot to get started. It's a fully functional helpdesk. As you grow, so you scale.

But hardly anything is held back to get started.

Pros

Very easy to use and start with. Even offers a fully functional Knowledge Base at the entry level.

Cons

The design of the knowledge base is a bit tricky to customize, or better outlined support instruction on the topic are missing.

Advice to Others

Great, great starting point for a helpdesk.

 
 
 
Showing 1-20 of 119

Dan from ParqEx

September 2017

September 2017

Excellent platform for managing CS

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The ticketing system workflow is pretty clear and efficient.

Pros

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

Cons

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

Source: Capterra
 

Tom from BlueFrog Media

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Having the ability to check and create tickets at ease means that all clients can do so, without any confusion. Being able to customize the fields that are usable by visitors means that we can be really specific in the queries and it helps to know which queries are high priority and which are of a lower priority. It makes the customer support 10x easier.

Source: Capterra
 

Sourabh

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

First thing I like about freshdesk is easily availability trial, everyone doesn't like to provide credit or debit card detail to try a product or tool. It converts your email into a ticket for fast support.

Freshdesk has a great feature of integrating with apps like Google Apps, YouTube, Slideshare and other widgets that can increase your knowledge and help in providing best possible solution.

It has integrated Live Chat, Phone Support, and others. It also works with productivity tools and your CRM when you need to pull out customer information.

It is worth trying out.

Cons

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

Source: GetApp
 

Jon from Helm Squared
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Excellent support desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs.

Cons

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

Source: Capterra
 

Steve from CUE
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Solid alternative to ZenDesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to setup and use. Good value for the price. Many of the same features as ZenDesk. Lots of pricing options to fit different needs.

Cons

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

Source: Capterra
 

Gregory from Western University of Health Sciences
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2017

August 2017

Freshdesk is an excellent helpdesk software!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Freshdesk is easy and excellent to use from the administrative / technical agent side. The software is pretty flexible and has excellent escalation metrics.

Cons

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

Source: GetApp
 

Vicky from ACE POS Solutions Ltd.
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

Cons

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

Source: Capterra
 

Dhiren from CodeZinger
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Nice configurable product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

I mostly used its free version but even in free version freshdesk provide amazing customization and features. Even it has resources section which can act as a FAQ or general help.

Cons

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

Source: Capterra
 

Julia from Rochester Electronics

August 2017

August 2017

Researching a new Help Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

Loved the overall look and feel of Fresh Desk. It was also cheaper than a lot of other Help Desks. They had a lot of really cool features.

Cons

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

Source: Capterra
 

Alex from DentalCMO
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Super useful, efficient, and functional!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

This software was relatively easy to set up, has many features, and has multiple different pricing options to get the exact functionality you need.

Cons

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

Source: Capterra
 

Steve from gradelink
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

It's kind of a pain

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

Freshdesk has an integrated customer portal and help docs. The UI is pretty modern and friendly but there can be lots of clicks to get what you want.

Cons

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

Source: Capterra
 

Eileen from CentralPark.com
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Easy to use software with great customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

The interface is quite flexible and easy to use. Tickets appear in a readable format with great preview features. Sharing information amongst agents and writing internal notes makes communication seamless. The mobile app is the perfect way to manage tickets on the go and keep everyone on the team in the loop.

Cons

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

Source: Capterra
 

Dhiren from RouteRabbit Inc
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Easy configuration, Quick installation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

Easy to configuration and very quick into production. Even a free version has a lot of features. The product has many advanced configurations but the basic system doesn't require a user to go in details. Thank you Freshdesk team.

Cons

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

Source: Capterra
 

Kim from Web Crater Design and MobyMax
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Awesome CRM tool for small and large companies alike

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

More visual way of articulating customer requests and gauging needs

Pros

I love the watch feature that allows you to see if another analyst is responding to a ticket. This really help reduce duplicate responses and cuts down on conflicting info being shared. I also enjoy how easy it is to search for tickets using tags, ctegories and names

Cons

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

Source: Capterra
 

Ellie from Helix Education

June 2017

June 2017

Easy to use and takes care of our needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

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

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

Cons

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

Source: Capterra
 

Rob from PC Integration
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Very simple to use Help Desk Ticketing System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

Quick setup time and configuration. Right out of the box, does the majority of what people need in a system.

Cons

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

Source: Capterra
 

Colin from Qualer

June 2017

June 2017

Solid alternative to other costlier support platforms

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

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

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

Cons

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

Source: Capterra
 

Holly from Hotels Etc., Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

it is easy to use but expensive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Like the live chat and how the email system works and how the customer can rate their experience and never muss a questions from the customer

Cons

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

Source: Capterra
 

Melania from eSource Capital
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Help Desk software very easy to work

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

It works for small or big companies.
The price depends on the number of users or agents.
Works together with all the Google Apps.
Customer can send tickets via social media, like through Facebook or Twitter.

Cons

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

Advice to Others

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

Source: Capterra
 

Vincent from Kensu

April 2017

April 2017

Customer support on steroids

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra