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

52 Reviews of Freshdesk

Showing 1-20 of 52

 

from Rollins
Specialty: Education
Size of portfolio: Single user Portfolio size: Single user

Refreshing

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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
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

exactly what i needed!

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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
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

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.

 

from CSMC
Specialty: Healthcare / Medicine
Size of portfolio: 101 or more users Portfolio size: 101 or more users

the 2015 way of support is refreshing

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Likes Best

ease of use, anybody who uses the internet in this day and age can figure out how to search and create tickets.

Likes Least

some people still need to get used to the ticketing format. some people just want a very informal, pick up phone, call someone, and just "get it done" method of support. but soon enough, all of us will come around to this more scalable support solution.

Recommendations

first and foremost, make sure your audience is savvy and accepting enough of this solution. nothing can torpedo a solution more than resistance to change.

 

from Wooshping LTD
Specialty: Telecommunications
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

We use fresh desk as our support desk on our website.

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Likes Best

It's simple to setup and doesn't require a large investment of time or resources to set. It also integrated into our existing website framework quickly and easily.

Likes Least

It's fairly basic but we didn't need to have anything particularly more robust so it did the job well.

Recommendations

There's a free entry level product which is definitely worth trying before committing your organisation fully to it. Try and and make sure it does what you need it to.

 

from Charles Schwab
Specialty: Other
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Easy, Quick, and helps move tickets along

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Likes Best

They are very accommodating and try their best to meet your needs. Works well with our group. I've found it to be relatively reliable and helps get through the huge amount of tickets we have

Likes Least

Extra employees licenses can be costly and I hope they develop some more features.

Recommendations

Freshdesk is not bad and easy to implement. It can be a little pricey, but I do believe it offers a great solution for ticket management.

 

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

Exactly what we were looking for!

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Customer Support

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Likes Best

The knowledge Base/solution center is great. We really appreciate the ability to post videos to the site so we can use FreshDesk as a training platform for our users.

Likes Least

I would like to see a few more standard reports. Although, I do like the capability of exporting my own data and sorting through it the way I would like.

Recommendations

Identify your organization's must haves and create a checklist from most important to least important. Then narrow down a possible vendors list and add them across your list of must haves. Set up a demo with each vendor and free trail, then mark an X next to each of your must haves that each vendor satisfies. Narrow down your list again, then ask more questions to your vendors and present the top 2 to your team for feedback. Then choose!

 

from XLerant inc
Specialty: Accounting
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Seamless technical support rollover from Outlook to Freshdesk

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Likes Best

Very easy implementation/transition process. Ability to access via mobile. Ability to merge duplicate technical support questions from the same client. Multiple levels within Freshdesk with can help direct items to the appropriate department.

Likes Least

Delay between submission/responses (it feels like up to 10mins at times).
Recent issue caused some problems with my outlook account.

Recommendations

Cost effective. Ability to customize interface and essentially tailor the application to your company's needs. Has the ability to paste images - something which few other vendors we looked at were able to do - which seems almost a necessity when dealing with clients/customers.

 

from XLerant, Inc.
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

A substantially smoother workflow

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Likes Best

I used to get notified about every support issue that came down the pike. Now, we have a standard escalation workflow, and my day is much less frequently interrupted.

Likes Least

A minor annoyance, but there's no way to say 'reply to a private note' within a ticket; you can only reply to the entire ticket. Keeping a discussion about a facet of a problem would be very handy.

Recommendations

Consider usability both for your users and for your external clients. The system has to work easily and unsurprisingly for everyone involved.

 

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

Great features, excellent customer support, and easy to use!

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Likes Best

I had to find customer support software for our company and looked closely at 5 different products. What I liked about FreshDesk the most was everything. To start they had the most responsive team who answered all of our questions. Second, the product really had all of the features we were looking for - knowledge base, reports, easy to use ticketing process, customer satisfaction surveys etc. Also, where other vendors charged a high price for each feature, many if not all of the features we needed were included in the standard price for FreshDesk. From all of these, what I like the most is how FreshDesk is very easy to use for my team and for our clients.

Likes Least

What I would like to see is a few more built in reports. But we are happy how we can export data and create additional reports if necessary.

Recommendations

I used reviews/Google/references as a starting point to help narrow down a list of vendors. Narrow down the list to no more than 5 vendors. Create a checklist of the features that are most important to you, e.g. Customer Service, Ease of Use, Knowledge Base, Price etc., and then check the list. Request a demo from each vendor and take good notes.Then start a free trial where you can test the product for yourself (I would invite one colleague to help you test). Write down your questions and follow up with your contact for each vendor. When you narrow the list down to 2-3 vendors meet with your team and present each product to get their feedback. At this point you will have a good idea who you will choose.

 

from ISM LLC
Specialty: Distribution
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Easy to use

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N/A

Likes Best

This product is user friendly and gives access to an effective communication all around the world.

Likes Least

There are times that I've experienced system being down.

Recommendations

Get a full background when using this software for better usage.

 

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

Awesome Freshdesk

Ease-of-use

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N/A

Likes Best

It is easier to communicate with other people all around the globe.

Likes Least

What i don't like about this product is sometimes system is down.

Recommendations

For all users of this software I recommend you to be a smart user.

 

from ISM
Specialty: Other
Size of portfolio: Single user Portfolio size: Single user

Freshdesk is a convenient tool which provides results.

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N/A

Likes Best

It's really simple to use, and it reminds you when a ticket is due already.

Likes Least

It needs further improvement for best experience. Compared to other similar software, this product can do a lot better.

Recommendations

Learn the basic functions of this product and from there, practice and master it to get the most out of it.

 

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.