Freshdesk Software


 

Offering true, multi-channel customer support, Freshdesk brings together every customer conversation into a centralized, user-friendly 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 from social media channels like Facebook and Twitter, Freshdesk ensures customer support issues get to the right team member right away.

Because the solution is entirely Web-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 affordable monthly pricing model makes it suitable for most industries, including IT, insurance, hospitality, retail, utilities and more.

It 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):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000

70 Reviews of Freshdesk

Showing 1-20 of 70

 

from Champ Software
Specialty: Software / IT
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

Used Freshdesk at my job to track support cases

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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.

 

from Champ Software, Inc.
Specialty: Software / IT
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

Using Freshdesk

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N/A

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.

 

from Champ Software
Specialty: Software / IT
Number of employees: 11 to 20 employees Employees number: 11 to 20 employees

Basic Case Logging but without any detailed metrics

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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.

 

from NFSY
Specialty: Other
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Best helpdesk software

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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.

 

from Orthopedic and sports Medicine Specialist of Green Bay
Specialty: Healthcare / Medicine
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Love the Product

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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.

 

from Themis Medicare
Specialty: Pharmaceuticals
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

Helps greatly with Customer support

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N/A

Likes Best

One of the best tool to manage the support tickets. It has good features to add content and attach the files. The Dashboard is very simple and clean and it helps others to read the information easily. Drop-down menus provides the options to select based upon the type of tickets.

Likes Least

Notification emails sometime goes to SPAM. The emails need to be reviewed so it goes to user's inbox directly. Everything else works great!

Recommendations

As a support ticketing system, FreshDesk works great. If you have to help your customers with their queries, you can implement this tool for sure.

 

from Bardon Physiotherapy
Specialty: Healthcare / Medicine
Number of employees: 11 to 20 employees Employees number: 11 to 20 employees

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

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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.

 

from Lighthouse Catholic Media
Specialty: Other
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

An upgrade from gmail!

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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.

 

from continuum icare
Specialty: Healthcare / Medicine
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

Freshdesk Recommendation

Ease-of-use

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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.

 

from Influitive
Specialty: Software / IT
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

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

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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.

 

from Influitive
Specialty: Software / IT
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Long term, very happy user

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Likes Best

The biggest thing I've seen from Freshdesk is clear, measurable improvements. I've been using the product with different companies for nearly 2 years. When I first started using it, it did the job adequately. Now it does its job very well, and does a few other jobs pretty good too.

Likes Least

It's little things that tend to cause issues in the system. Knowledge Base article editing becoming locked because someone tried to edit it once 3 months ago, and the article's still stuck in "edit" mode stuff like that.

That and the support. It's not... great, to be honest. Which I find very ironic. Slow to respond in general, and not always able to quickly resolve.

Recommendations

You really won't get an understanding of the system on a short term basis. You need to know how the product is going to work in the long term, by testing over a longer term.

 

from Orthopedic and Sports Medicine Specialists of Green Bay
Specialty: Healthcare / Medicine
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Nice product.

Ease-of-use

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N/A

Likes Best

The tickets are simple for the people submitting tickets for to the help desk. They are able to use the drop down menus to determine what kind of problem they are having.

Likes Least

The one thing I don't like about the product is for our customers to have to save any screenshots that they want to send us to a Word document and attach to the ticket instead of pasting it right into ticket.

Recommendations

I would recommend this product for companies for with small IT departments. It helps the department define who should solve certain problems.

 

from Orthopedic and sports Medicine Specialist of Green Bay
Specialty: Healthcare / Medicine
Number of employees: More than 1,001 employees Employees number: More than 1,001 employees

Works for me!

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N/A

Likes Best

It is very easy to use from both the employees perspective and the IT Departments perspective.

Likes Least

That the free version is so limited in functionality.

Recommendations

Just to make sure that it offers everything you need the software to do.

 

from Influitive
Specialty: Software / IT
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Powerful yet simple

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Likes Best

It provides a wide variety of functionality and continues to improve. I also find their customer support to be much more responsive. We have been customers since 2013.

Likes Least

The search capability for it's knowledge base can be improved.

Recommendations

I would give this type of software a test run to ensure that it meets your needs. You need to ensure that it fits your workflow. For us, Freshdesk can handle all of our inquiries and provides our team with a functional yet simple solution to provide a great customer experience.

 

from Orthopedic & Sports Medicine Specialists
Specialty: Healthcare / Medicine
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Quality Solution on a Limited Budget

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N/A

Likes Best

I appreciate that the vendor offers a free version of the software. I like the ability to put it in action first, then determine what enhancements we'd like and pay based on what we feel we need. It's also helpful that the free version allows for 3 "agents" rather than just 1, which allows multiple users to evaluate the product and come up with additional ideas for taking the product implementation to the next level.

Likes Least

The only concern our users have is the inability to paste a screenshot directly into the ticket. They find the workaround of pasting into a Word document or saving as a .jpg image and attaching to be a waste of time. Simply pasting into the ticket would save time and would also make it easier for the support technician to immediately view the screenshot on a smartphone without having to download it.

Recommendations

Start with the free version to evaluate the software, then determine which features/functionality your organization is missing and decide which level you'd like to purchase.

 

from Videostream
Specialty: Software / IT
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

Have used it since I did support myself and still use it with a team

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Likes Best

Freshdesk has done a great job of expanding its capabilities since I started using it over a year ago. You can tell the team behind it is passionate about making support suck less and is trying to create as many tools as they can as fast as possible to make our lives easier. They've added live chat, a mobile support sdk, and embedded widgets just recently and they're not slowing down. I've dealt with their support as well and they're fast to reply and really know how to solve problems.

That said, they haven't lost touch with what I came to them for, ticketing. Freshdesk handles tickets and support team access to those like pros. Canned responses, reminders, contact

Likes Least

The UI of the admin interface is a bit dated and ugly, therefore the same with the customer portals. We don't use the portals externally, though, so it's not a huge issue for us. One issue I had due to lack of explanation within the software was that deleted contacts also block all incoming emails (auto archives) from those contacts without warning, so don't delete any! Caused a lot of confusion for a half hour until we reached their support.

Recommendations

This is a busy space. If you have a ticketing system that integrates into your CMS, CRM, marketing software etc. you may prefer that but I love Freskdesk. It's priced well and lets our support agents easily handle a ton of tickets. We're a consumer facing company with >1.7M users which means a LOT of tickets Freshdesk has never let us down.

Also know that if you're looking to move from zendesk these guys have an import button so you can transition easily.

 

from LiveTiles
Specialty: Software / IT
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

Ease of use combined with exceptional customer support

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Likes Best

The product is very straight forward and easy to understand. There are many options available to customize it to fit your company's needs.

Likes Least

The only thing I would say I like least is the inability to customize what the Dashboard chooses to show for ticket summary.

Recommendations

I highly recommend if you are looking for a ticketing system, and a knowledgebase with a forum, then this is the right product for you.

 

from Rollins
Specialty: Education
Number of employees: More than 1,001 employees Employees number: More than 1,001 employees

Refreshing

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N/A

Likes Best

Finally, a modern and refreshing customer support software. freshdesk integrates a broad range of modern communication channels into one manageable stream of information and tickets. I am particularly fond of two elements: social media integration and multi-brand management. freshdesk found a clever way to integrate social media platforms (Twitter, Facebook, and alike) into its system. As such, the SaaS allows me to respond to customer messages and complaints on social media sites directly through freshdeck. Second, if you are managing companies with a multi-brand strategy and/or are trying out different landing pages with different messages and brands for essentially the same product/ service, freshdeck appears to offer the right platform.

Likes Least

I like the basic idea of how canned responses are integrated in the system. However, I think the system could a lot better in suggesting responses based on the content of the customer message. If you deal with multiple channels, brands, customers, searching for the appropriate message might take longer than quickly creating it from scratch.

Recommendations

I recommend testing several scenarios and business cases, including some focused peak tests.

 

from UCLA
Specialty: Education
Number of employees: 11 to 20 employees Employees number: 11 to 20 employees

exactly what i needed!

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N/A

Likes Best

I really like the interface. It's very visually appealing and the most intuitive of all the ticketing systems i've used so far. Being able to keep track of my tickets (and refer back to closed ones) in one place has made my job so much easier - no more searching through pages of old emails.

Likes Least

So far, nothing. Granted, I haven't used it as long as others, but I have no complaints about it thus far.

Recommendations

Take advantage of the free demo. Try it out and see how it compares to the other systems out there.

 

from Marriott international
Specialty: Hospitality / Travel
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

Nothing revolutionary but refreshingly effective

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Likes Best

Ease of use was splendid. Very little assistance was needed and even the most basic user was able to navigate and utilize all the features with ease. Everything was very intuitive

Likes Least

A little pricey but worth it. You absolutely get what you pay for and I think it would be awesome to scale the prices a bit more for the smaller user

Recommendations

Take your time to appreciate all the nuances. They took time to work on the details to make it easier for the end user.

 
 
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