Offering true, multi-channel customer support, Freshdesk brings together every customer conversation into a centralized, user-friendly interface, helping customer support agents more quickly and easily 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, improving response time, customer satisfaction and support personnel performance.
Because the solution is entirely web-based, Freshdesk makes it easy 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 a great fit for just about any industry: IT, insurance, hospitality, retail, utilities and more.
What we really like about the solution is how it automates multiple processes to make customer support as streamlined and speedy as possible. Dispatch'r automatically routes tickets to the appropriate support agents, while Supervisor continuously scans open tickets and then escalates then 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 sleek, user-friendly 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 a intuitive, affordable solution that's a great fit for SMBs needing to support customers across multiple channels.
Michael from Over The Top
Date: August 2013
We've set up a couple of instances of Freshdesk for ourselves and our clients, and I continue to be impressed with the functionality vs ease of use. I've been mostly impressed by their customer service; not only have they reached out pro-actively when they see certain types of activity on the account but when I've had questions, they have always been quick to respond.
The social integration of this product was very important to one of our clients.
Andrew from saleslifecycle.com
Date: July 2013
We are a small bootstrapped start-up based in Australia. We offer a sales focused CRM solution called www.saleslifecycle.com. The need for a helpdesk solution has been growing, and we also want to provide a better experience for our users with searchable documentation aka 'Knowledge Database'.
We signed up for Freshdesk's Free Account (downgraded from the normal trial).
What we *liked* about Freshdesk - we had an issue signing up and got great support without delay. Creating new articles for the knowledge base was very easy and a good experience. The feedback widget built in support for screenshot. There's a data export available on free plan. You can Bcc or Cc someone on a support ticket. Solutions are suggested to agents when answering tickets.
What we *didn't like* about Freshdesk - you can upload images but can never delete them nor organize with folders. Users can't comment on knowledge base articles. The look and feel of the public site is a bit blah out of the box.
Gal from Raw Engineering, Inc.
Date: May 2013
Freshdesk is always my go-to-service when I need to setup a support site for a company or product. I've worked with other systems in the past, and Freshdesk is on par or above in all areas I've evaluated.
Their pricing is simple and clear - they don't charge you crazy rates for a single feature like SSL, and they don't offer you enticing rates that quadruple after a single year of usage.
At my company, we have developed three support sites and ALL of them are with Freshdesk. Initially we were trying out different services, but after using Freshdesk, we moved all of our support sites over. Setup is quick and easy, and whenever we have questions, they respond in hours or minutes - by phone, email, or social channels. I bet they use Freshdesk for it too!
I love how easy it is to customize your support center and notification emails in minutes to provide a perfect experience while still giving you powerful tools to support your customers.
You'll never be unhappy if you get started with Freshdesk.
Christopher from CRCNA
Date: April 2013
Not a fan. When is the last time you used an email client that doesn't refresh itself? And it is not very helpful that every time somebody replies to a ticket, it creates a new ticket. Very messy.
Trey from Earth911
Date: January 2013
Our organization was looking for a solution to customer service needs. Most of our inquiries involve the same 5-10 questions or issues, so the ability to streamline information to avoid double work was incredibly important to us.
In the past, we have tried other customer service software that had limited functionality. Freshdesk was able to import all of our old tickets and responses, so we have an archive of all previous user correspondence.
Freshdesk allows our company to utilize a shared inbox for multiple personnel. It provides helpful features like BCC and HTML emails that were not available through other software. It is also an inexpensive way to handle customer service.