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.

 

Freshdesk - Dashboard
 
  • Freshdesk - Dashboard
    Dashboard
  • Freshdesk - Ticket summary
    Ticket summary
  • Freshdesk - All tickets
    All tickets
  • Freshdesk - Ticket
    Ticket
  • Freshdesk - Canned responses
    Canned responses
Supported Operating System(s):
Web browser (OS agnostic)

181 Reviews of Freshdesk

 

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Software Advice Reviews (78)
More Reviews (103)

Showing 1-20 of 78

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.

 
 

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.

 
 

Stacy from Champ Software
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

The product is easy to use and intuitive. Some improvements could be made on the search functionality and reporting.

 
 

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.

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.

 
 

Clarence from GP Health Group
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2016

November 2016

Good Value, Disappointing Customer Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I've used freshdesk for well over a year. We implemented customer surveys and the reporting feature was not working. I notified Customer Service on November 1st and a service ticket was created. A month later and following up on a weekly basis, the only response I've received is, I'm sorry and that we are going to prioritize your request. Normally that would be sufficient, but that was the answer I was provided for each time I contacted support.

 
 

Keegan from Ithaca Public Schools
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

A Great Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We use the free service of Freshdesk for our small school and love all of the different options it provides to us. There are so many things that we like that the few "wishes" are not on the forefront of our minds. I would definitely recommend their product to anyone looking for a good help desk with many great features.

Pros

Multiple communication options, great service and up-time, well designed platform, integration of other services, and very easy navigation.

Cons

Some of the back-end set up can be a bit confusing at first, but the flip side is it is easy to learn and once you have done that, it isn't that bad at all.

Advice to Others

Get the free version and try it out. You only lose the time it takes to set it up, but it is worth seeing if it is the solution for you.

 
 

Tony from USCutter
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Great Product Few Drawbacks

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We've been using FreshDesk for the last 4 months. We utilize it to track tickets, calls, and livechats. Setup was fairly easy, but there were a few issues that I'll go into below. Support is a little slow, but they are in India so I understand. The product is easy to use and configure as well as provides good metrics.

Pros

I like the automated metrics.
I like the built in On Page Help
I like the apps integration
I like how easy it is to administer

Cons

Support is slow
No bulk uploads.
The mobile app isn't built for managers/supervisors.

Advice to Others

If you are looking to implement a ticketing system for your support organization I would recommend FreshDesk. They are the new kids on the block, but are doing some great things with more features and innovations coming.

 
 

Stacy from Champ Software
Specialty: Software / IT

September 2016

September 2016

Used Freshdesk at my job to track support cases

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

I liked the fact that it integrated with Pivotal Tracker so we were able to easily create PT stories from within the FD ticket. Support response was pretty good.

Likes Least

The search function is not very good. We had a lot of difficulty finding old support cases when searching. The other thing was that sometimes the email didn't flow very well, i.e. sometimes you could only forward and other times you could reply. Some times I wasn't sure if I was forwarding the entire email chain or just that last piece in which case the person receiving the email would not have the full story. Also the reporting could use some improvements.

Recommendations

Make sure you evaluate if the software will report on the metrics you need before purchasing a product.

 
 

Kellie from Champ Software, Inc.
Specialty: Software / IT

September 2016

September 2016

Using Freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Likes Best

Easy-to-use UI. Similar to other products, which made it easy to adapt.

Likes Least

I found that when I needed to search through tickets for similar issues, it didn't pull up tickets that matched the search criteria I used, based on any familiar search methods I had used before, i.e., wild cards.

Recommendations

Try it out. It's customizable, and has many tools that you can use, depending on your needs.

 
 

Nicole from Champ Software
Specialty: Software / IT

September 2016

September 2016

Basic Case Logging but without any detailed metrics

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

The interface is clean and it's very easy to add a new case or add information to a case.

Likes Least

Many kinds of case additions are not counted as agent interactions in the version we use. I don't know if this is different or better in other versions. In the version we have any private note or public note is not counted as an agent interaction. Emails that are forwarded out of the system are not counted as an interaction. Emails sent or email replies are counted as an agent interaction but this leaves many other types of interactions uncounted.

There is very limited capabilities for running metrics beyond counting cases that are in a particular status (open, pending) in a given time period. It's very difficult, actually we haven't found any way to do it, to report on how many cases were touched by an agent in a given time period.

The search engine is unpredictable and returns results inconsistently.

Recommendations

If you are looking for a basic way to add cases, open and close them this software is easy to use. If you want to track metrics or do any analysis of workloads, case resolution times, this product (at least the version of it we are using) won't get you there.

 
 

Edian from NFSY
Specialty: Other

September 2016

September 2016

Best helpdesk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Ease of use. The fact that you could use this software free as long as you don't need more than 3 techs.

Likes Least

I would like to have additional features like monitoring with the sprout version.

Recommendations

Save yourself some time in researching other software and just get this one. You won't regret it.

 
 

Joan from Orthopedic and sports Medicine Specialist of Green Bay
Specialty: Healthcare / Medicine

September 2016

September 2016

Love the Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Very easy to use. the functionality is above par compared to other products we looked at.

Likes Least

I really don't have anything that I do not like about the product.

Recommendations

I recommend that you give this product a chance. It is very user friendly.

 
 

Ben from Bardon Physiotherapy
Specialty: Healthcare / Medicine

August 2016

August 2016

Terrible inbound phone support software: Caller ID doesn't work

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

I really do not like the product. I've had nothing but problems.

Likes Least

Freshdesk's customer support staff are terrible! They spend lots of time apologising and rarely fix anything. I've had lots of trouble with Caller ID and its completely messed up my customer database.

Recommendations

Try Zendesk. They've messed up my customer list. Caller ID doesn't work. DO NOT USE if you a predominantly an inbound call centre.

 
 

Emily from Lighthouse Catholic Media
Specialty: Other

June 2016

June 2016

An upgrade from gmail!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I love that we can easily find customer tickets when they call and email. I couldn't do my job as a customer service manager anymore without being able to merge tickets!

Likes Least

The phone feature leaves a lot to be desired for a call center. The reports it pulls doesn't have average abandon time and missed calls percentages which are standard customer service KPI's.

Recommendations

Take the time to check out their free plug ins. They have a LOT of features you can add on, but it takes some work, and someone with coding skills.

 
 

chris from continuum icare
Specialty: Healthcare / Medicine

April 2016

April 2016

Freshdesk Recommendation

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

We really like how easy it is to organize our helpdesk and track trouble tickets. The tool is very intuitive and easy to use, such that we didn't need to spend time doing heavy research figuring out how to use it.

Likes Least

I wish there were other payment methods other than credit card.

Recommendations

Give it a try and you'll have the same great experience we are having.

 
 

Adam from Influitive
Specialty: Software / IT

February 2016

February 2016

Overall a fantastic product that wins because of how easy it is to use

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Freshdesk is easy to use and understand right away. There are some very handy features that help you make emails look the way you want them to, and managing your tickets is a very efficient process. There have been some issues with the product which are gradually being fixed. The reporting section is useful and provides important info at a glance. Managing the solutions section is easy enough. Overall this is a fantastic product that is easy to use. I highly recommend Freshdesk for it's ticketing system.

Likes Least

Bugs can take a long time to fix. Reporting, while good for high level information, it's difficult to dig into specifics. The knowledge base was also OK. It's a little buggy (from the admin side) and the search functionality doesn't always work so well.

Recommendations

I am a big, big advocate for Freshdesk. There are a few things that should be worked on, like the time to resolve bugs. But in general this is a very easy system to setup and use.

 
 
 
Showing 1-20 of 103

ariel from PartnerHero

May 2017

May 2017

Friendly to use

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

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

report wise, there's a big area of opportunity, I've had a hard time trying to get data clear enough to explain to the rest of my team.

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
 

Amit from AS consultancy

April 2017

April 2017

Amazing 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

Freshdesk has given us a very cost effective, powerful platform to deliver a help desk/solutions knowledge base to our customers around the world, 24/7. With multiple levels of service and pricing,Its ability to add the responses for repeated queries that saves a huge time to direct the users to the already mentioned responses.

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
 

Emmanuel from Aspire systems

April 2017

April 2017

Great product with innovative features

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

Source: Capterra
 

David from MISTRO Software
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Simple FAQ / 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

Freshdesk is simple to use and set up with functionality available to have freecall numbers set up to call direct to agents and log the calls as tickets along with many more plugins. Multiple pricing tiers depending on your needs, the base free plan is great for small businesses needing to support their software with up to 3 agents, tracking g of agents assigned tickets and simple contact sync with Google accounts if needed.

Pros

Simple to use and set up

Cons

No desktop app available that I can find, web or phone app only though web works fine sometimes offline access is nice

Source: Capterra
 

mustapha from Plate IQ

April 2017

April 2017

Great support tool with a lot of integration

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 have used Freshdesk after trying Zendesk. Great tool with awesome support. The support center can be customized based on our business needs. Reporting could be better but is good enough to give overall metrics.

Pros

Great Support. Great functionnalities

Cons

Reporting could be better

Source: Capterra
 

Baxtiyar from QuickBiz
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

The best project management 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

Freshdesk makes your work easier, it allows you manage your project with the wide range of features and functions. It is cloud-based and price of Freshdesk is very reasonable. If you are looking for project tracking system you are in the right place, because there are no better program than it in market. Design is excellent and it was known its simpicity. I can definitely say it worth to try.

Pros

customer service
very easy
perfect design
cheap
excellent features

Cons

some minor mistakes

Source: Capterra
 

Aravindan from Life insurance corporation of india

February 2017

February 2017

The Best company

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

My experience, Overall it's Good, , customer support , easy to handle , feature all are good .

Good quality also, My best wishes

Source: Capterra
 

Sandrine from Kapitec Software
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Freshdesk makes support easier and at a very attractive price

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 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.

Source: Capterra
 

Brett from LeVerb Design Ltd
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

FreshDesk can help automate your client support

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 have been using FreshDesk for a few years and their platform is fantastic. They are constantly adding new features and we have been very happy with our ability to integrate it into our existing workflows. The IVR system is top notch as well as the website integration. Highly recommend them.

Pros

Affordable, tons of features, integrates with everything

Cons

Sometimes a bit confusing to setup and configure

Source: Capterra
 

Dennis from DomainSmoke

February 2017

February 2017

client 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

very very easy to use, i tested their competitors. They are priced higher, but much easier to use than anyone else out there. Highly recommend using them for your client needs.

Source: Capterra
 

Oliver from NordOps, Inc.

February 2017

February 2017

Excellent support 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

We need a reliable tool to support customers, and Freshdesk initially drew us in with their cheap (free) price, but they kept us with their excellent customer support (those folks are fast!) and great software. I wish there were more advanced features at the free tier, but I can't really complain -- it's free!

Source: Capterra
 

Christine from ReveMoto

January 2017

January 2017

Does a fantastic job & no overlooked customers!

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 use Google Mail and it integrates perfectly with it, allowing us to sign in using our Business Gmail account. We're able to resolve issues, mark how urgent they are, assign tickets, bulk filter and assign & more. My only issue is getting an email from my own email account forwarded over to the help desk to create a ticket.

The interface itself is quite easy to use and navigate, but it's not as intuitive as some other help desks I've used in the past. There is no fluff to the interface, and looks very mechanical so some features aren't intuitive. But, if you have a question or an issue, customer support is FANTASTIC. They helped me integrate my BigCommerce customer & order information into the system, and constantly check in to see if everything has been resolved. Great company.

Pros

Easy to use, gets the job done, and very helpful customer service.

Cons

Not intuitive. User interface can use a redesign to help make looking for things easier/faster.

Source: Capterra
 

Pekka from iDiD Digital Signage

January 2017

January 2017

Great support 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

I can sincerely recommend Freshdesk. It's a superb, easy to use & feature rich service for our software support needs.

Source: Capterra
 

David from Flat Rate Copiers LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

Feshdesk is an affordable product with an easy interface

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 use freshdesk to support my customers in the copier leasing industry. I think for the price it's a great value specifically because of it's app. I think without the app it's average, but with alerts and a decent app it's above average. Their support could use work and there should be more on youtube to help customizing.
If you're looking for a scalable trouble ticket app, this is a good choice.

Pros

Their app is a great tool for managers.

Cons

The ticket and admin section needs a UX/UI overhaul. it's not modern and is difficult to understand how to customize tickets and features.

Advice to Others

There should be some sort of a template for specific industries. A template that makes customizing just a matter of editing. Starting an intake form or any other customizing is more work than I had time to learn.. Nowadays I hate to learn new systems.m

Source: Capterra
 

Greg from WCIG, Inc.

January 2017

January 2017

Does the job fairly well

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 is not intuitive software by any stretch of the imagination. I would consider it very robust, however (and that is the normal tradeoff). It pretty much does what it needs to do and it converts all incoming email into tickets which were important to us.

Pros

Robust

Cons

Not intuitive

Source: Capterra
 

Chris from ACI Information Group
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Good, but lacking some features

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 use this as our customer-facing portal because it's very easy for customers to use, but it's certainly not as good as other products out there for user support. Integration with email is key, though, and they do that pretty well. We do still have a lot of issues with Spam, and it's not something our developers ever want to use.

Pros

Simple for customers to use. Email integration so customers don't have to change their workflow.

Cons

Spam emails come through all the time and there's no reliable way to block them. Also when two Freshdesk systems are talking to each other it can be hell, each of the replies ends up creating a new ticket in each system. There's also very limited formatting support and occasionally we get "auto-responder wars" where Freshdesk and someone's auto-reply go back and forth creating hundreds of tickets.

Advice to Others

Great for the price, and does a decent job, but they don't seem to be focused a lot on developing improvements or new features.

Source: Capterra
 

Nithin from Antal International

December 2016

December 2016

A very reliable software best suited for Small Business/ Startups

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 has been a very efficient tool for providing email support for our consumer customers. It's very easy to use and set up was easy.

Source: Capterra