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

63 Reviews of Freshdesk

Showing 1-20 of 63

 

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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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

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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.

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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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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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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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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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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.

 

from CSMC
Specialty: Healthcare / Medicine
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

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
Number of employees: 2 to 5 employees Employees number: 2 to 5 employees

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
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

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
Number of employees: 11 to 20 employees Employees number: 11 to 20 employees

Exactly what we were looking for!

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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
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

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
Number of employees: 11 to 20 employees Employees number: 11 to 20 employees

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.

 
 
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