Freshdesk Software


 

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.

 

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

36 Reviews of Freshdesk

 

from Roxanne Oates VA Services
Specialty: Other
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Easy to use & efficient

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Likes Best

The ease of use. It's pretty intuitive. It's easy to keep track of all of your tickets.

Likes Least

The option to add a tag should be in multiple locations, not one.

Recommendations

Freshdesk is a great software to use to provide support for your clients.

 

from E-MedRx Solutions Inc
Specialty: Pharmaceuticals
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Great database to store all information

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Likes Best

It has easy navigation, and it's quick to retrieve stored information.

Likes Least

Nothing. It has all the qualities of a database that our company needs and requires.

Recommendations

Do the trial first, and then you will see how helpful it is.

 

from Digicat Marketing
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Really great, easy to use, good support, awesome functionality

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Likes Best

The system is very intuitive and easy to use. We found it extremely easy to learn and dove right in!

Likes Least

It's pretty easy to push too many buttons or to not find what you're looking for within search parameters. You have to be extremely specific or know where to look.

Recommendations

Utilize their Customer Support team! They were super helpful anytime I had a question.

 

from Cook Consulting, Inc.
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Freshdesk is helping our support desk become much more efficient.

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Likes Best

Ease of use, very intuitive. It is very easy to see all the comments made in the support tickets. We have multiple people working our support desk; it is really easy for another support person to take the call.

Likes Least

Cannot copy screenshots into the software without doing multiple steps. We put screenshots into our support tickets to make it easier for others in the company to see what we are talking about. This requires multiple steps in the software.

Recommendations

This software is very easily tailored to any sized business.

 

from AgileAssets Inc
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Simple, clean interface for both agents and clients

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Likes Best

This is a very simple product with a very simple and clean interface. If you're a small company or don't need a huge amount of bells and whistles, Freshdesk is an excellent addition to your repertoire.

Likes Least

There are still a lot of minor irritations with the product, and they are not implementing many of the capabilities that are necessary. If you can live with the idiosyncrasies, I think it's a great tool.

Recommendations

Separate out your requirements from your nice-to-haves.

 

from Northern
Specialty: Education
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Great help

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Likes Best

FreshDesk can automatically store the text and support adding tickets from our social networks, which helps a lot and impresses me.

Likes Least

I would appreciate it if there were more beautiful applications for mobile phones and tablet apps.

Recommendations

We use multi branding support for several web page creators. We compared many help desk systems, and Freshdesk is the best. If you ask more, I would also recommend Samanage, Team Support and so on.

 

from Northern
Specialty: Education
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Lucky we chose Freshdesk

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Likes Best

Freshdesk's interface is great and very easy to use. My team of ten was using it within ten minutes. We killed off all old email group mailboxes, two other junk help desk systems and all hallway conversations. I also love the support and the fact that they are always interested in making their product exceed expectations. It's one of the best tools I've used. I'd recommend it to everyone.

Likes Least

There's not much I dislike. It is very good software and service. Sometimes the font can be varied on what you customize vs. what it sends. You also have to update your DNS, but it's not a big deal.

Recommendations

Zendesk and Salesforce are the only other customer service software products I ever used.

 

from The Conover Company
Specialty: Software / IT
Size of portfolio: Single user Portfolio size: Single user

Freshdesk has simplified our customer and technical support

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Likes Best

I love that a ticketing system, knowledge base and user forums are combined into one easy to use product. Along with the built in chat feature, it covers all possible options that anyone looking for an online support product could want.

Likes Least

I would like to see a few more options to theme our support pages without having to do all of the custom CSS work.

Recommendations

I tried software from the other major companies like GetSatisfaction, Zendesk and Desk.com. I went with Freshdesk, because of how easy it was to setup and use. It's low price is another reason to check them out.

 

from My Learning Plan Inc
Specialty: Education
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Very impressed

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Likes Best

I love using Freshdesk. We evaluated 3 top-tier customer support management system products to manage our complex array of products and Freshdesk was the clear winner on functionality and price. While it's true, one of the contenders could have met our needs a tiny bit better. The price tag was 8x higher than Freshdesk. That's not a joke. From the moment I saw Freshdesk, I loved the simplistic design of the site. It reflects how they do all of their development. Features are added gracefully and in ways I don't always expect. For example, we had major problems with multiple agents working on the same ticket. Freshdesk added a very simple indicator that shows icons detailing that someone else is looking at that same ticket. It's very subtle, but very effective. All of their features are focused on high-usability, without cluttering the screen with additional controls. It reminds me of how Apple does UI. It's simple and elegant.

Likes Least

While it has a great deal of flexibility, there are some things that an off-the-shelf product will never deliver. We have a laundry list of things we would love to see in the product, but it seems the development direction is going off in a different direction. We have solved a lot of problems using their development API, but now we have a decent-sized code base that requires maintenance and attention, from time to time. The other thing that has been difficult is the Freshdesk follows a typical customer support model where agents might be encouraged to compete with each other. That's not a philosophy we believe in, in our environment. It's not that big of a deal, but we would prefer if all of the agent comparisons were kept hidden. It would prevent agents from cherry-picking the easy tickets to get their numbers up.

Recommendations

I was really impressed with Freshdesk's multi-product support. This allow us to segment our site and have an area for each product (i.e. our own agents, help docs, etc.). This is the feature that starts to make things expensive (in other products). While the functionality is impressive, you may have to do some technical wizardry to make it work in a highly complex product suite. We're a software development company, ourselves, so we had the skill to do this, but if you don't have a decent technical team that can configure DNS entries, make use of email alias's, you may be in for a bumpy ride. I wouldn't think this is any easier in any of the other sites, though. It's a complex task in any system.

 

from Project Lore Ltd
Specialty: Software / IT
Size of portfolio: Single user Portfolio size: Single user

FreshDesk - Helpdesk Cloud system

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Likes Best

The vendor is response to requests for enhancements and engages. It's great to see a responsive company. FreshDesk itself is visually similar to a number of other products I've reviewed, but the key is that in the back end it works very well. This means the user gets a user experience that's familiar, but you have the power to process requests as you want. Firstly, it has an account and contact structure. That's important in B2B and a lot of the others don't do this very well at all. Secondly, the workflow engine is very strong and caters for a good amount of logic, steps and automation when needed.

Likes Least

The knowledge base could be enhanced to have a predictive analytics. An offline capable knowledge base for field based support would be a positive move as well.

Recommendations

Dive straight in. Most of it can be worked out at first glance. There are other better known systems at this price(ish) range that have tick box compliance to what FreshDesk does. Get under the hood and try the stuff properly. You'll find FreshDesk is much more than a tick box. It's worth mentioning it's the sister product to FreshService, the ITIL compliant version. When your help desk grows up, your software can grow with you.

 

from Globalsites.net, LLC
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Working in long distance

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Likes Best

Freshdesk has an excellent way of fitting into our company's workflow. The email integration is fantastic. We get an email from a client regarding a problem. We just forward it to Freshdesk and it's automatically added as a new job in the system.

Likes Least

If you aren't paying enough attention, it's very easy to get tons of duplicate tickets, and it really clutters up the interface.

Recommendations

Make sure to review how you are planning on entering jobs into the system, and make sure the system you are looking at does that. Also make sure you have the option to track your time.

 

from Green Fibers Inc
Specialty: Manufacturing
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Green Fiber's Review

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Likes Best

This software is easy to use, and of course, it's user-friendly for our customer agent.

Likes Least

Overall, the software still has bugs sometimes, which will cause the program to restart, and it may also lose the unsaved data.

Recommendations

The company is a young, high tech, cloud-based software provider. Freshdesk is new software focused on the customer service team.

 

from DoctorBase
Specialty: Software / IT
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

A Versatile CRM

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Likes Best

It is easy to use, and the ease of use has been why my experience with Freshdesk has been an overall positive one. We have a smaller team, and no overlap or awkward miscommunications happen with Freshdesk. It's easy to assign tickets, generate tickets, tag them, and gather analytics. User management is also very simple. As far as the vendor, the support team at Freshdesk is really involved, and they do their best to stay connected with us when issues arise, which is rare.

Likes Least

Freshdesk had some issues with the older operating system on Mac. My OS was, admittedly, six years old. It worked, but it had a few issues every now and then.

Recommendations

I'd recommend looking at Freshdesk next to Zendesk and Helpscout. The three of these platforms are all comparable, but what is interesting is that our company ended up sticking with Freshdesk.

 

from Ecopet
Specialty: Manufacturing
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Freshdesk review

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Likes Best

This software enables my team to collaborate and resolve issues without getting in each other’s way. It's easy to use.

Likes Least

The software is not free and requires more training for new users.

Recommendations

I need real time update of each ticket status when the multiple people are responding to the same ticket.

 

from Brightfire
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Freshdesk - an online helpdesk and customer service portal

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Likes Best

The setup service was great, and the guys were very helpful. The platform does just what I need and is scalable to fit our growth expectations. It's really easy to setup and use. I really like the knowledge base functionality in particular.

Likes Least

No real issues so far. I would like to be able to have more internal users that are not agents, but that is a minor point.

Recommendations

There are lots of options, and it is definitely worth shopping around and trying out each one that looks like a good fit. They all seem to do a free trial.

 

from PMRG Inc
Specialty: Healthcare / Medicine
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Freshdesk works for us!

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Likes Best

It's really easy to use and very flexible in terms of how we interact with our customers. The vendor is responsive and obviously wants it to work for us.

Likes Least

Some of the fields are fixed and cannot be customized.

Recommendations

Make sure you are clear about what you want to accomplish before looking at the software. Knowing this made choosing Freshdesk very simple.

 

from C and S Associates
Specialty: Accounting
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Simplicity at its best

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Likes Best

The best thing about this is that my kids could work it. I think it's simple enough for them, so it's a breeze for me.

Likes Least

I have yet to find anything I think they could improve on, and believe me, I sat back for minute to think about it.

Recommendations

Be ready to be amazed. Any issues you have had with other software, throw those notions out the window.

 

from Self employed
Specialty: Advertising
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Time Saver

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Likes Best

I couldn't keep up with my communications without using this.

Likes Least

I haven't had need for help using this product. It's easy peasy.

Recommendations

I'm familiar with using the product, so I can give user info to any friends I refer to try this.

 

from HUCOP
Specialty: Education
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Quick and easy support at its best

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Likes Best

I love the availability and expertise given through this service! It was recommended by a friend and I'm glad they did.

Likes Least

The wait time could improve. I think they have a great thing going and I'd like to see more products.

Recommendations

Hire more people. They have great service and I will be a long time customer.

 

from 1stGig
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Great, customizable support solution

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Likes Best

1. Awesome support team - they are quick to respond and customize solutions to help you accomplish what you need.
2. Easy UI - I tend to easily get stuck in a UI if it's not intuitive, but I was able to build out our support center and options in a matter of hours
3. SO MANY OPTIONS - social media, forums, solutions, chat, tickets, widgets, etc. It's easy to build, use, and track the support offerings.

Likes Least

There aren't a lot of formatting options within the text fields for the solutions.

Recommendations

If you're looking for a fully custom, robust offering (and you don't want to mess around with complex implementation solutions), this is a great way to go. The support will help you with any questions that are not totally intuitive, though there likely wont be many of those. Great product!

 
 
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