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

30 Reviews of Freshdesk

 

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

Lucky we chose Freshdesk

Ease-of-use

The communication tools are excellent, and there are several ways for our customers to give us feedback on the services they receive from us. The greatest thing about Freshdesk is simply the way to customize your support system.

Functionality

We choose Freshdesk, because we wanted something that had the ability to customize tickets, metrics, SLA's, customers and companies. And lastly we wanted something that fit our cloud business model. Freshdesk not only provides all of the features we want, but it's also fast and reliable.

Product Quality

Everything is customizable, allowing your service desk to operate the way you need it too. The quality is very good and I'm very pleased with our migration to Freshdesk!

Customer Support

Freshdesk supports both the requirement for client communication and issue tracking, to management's ability to track and report the flow of our service desk. They have very good customer support.

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

Ease-of-use

This program is extremely easy to use. I had it up and running in a single afternoon.

Functionality

All possible delivery of technical support is covered in their product.

Product Quality

I have not had a single problem with this product since I have been using it.

Customer Support

I have only had to contact their support one time and my issue was resolved in a few minutes. It was an error on my part and not Freshdesk.

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

Ease-of-use

Freshdesk does a great job with it's UI. It's extremely simple for our agents to use the site.

Functionality

Freshdesk handles 80% of our wish-list needs. It really does a rock-solid job. But there are some things we have had to build on our own to supplement various features. For example, there's no way to pass our application roles into Freshdesk. As such, we can't hide certain solutions from certain types of users. We don't want to show adminsitrative-level-help to entry-level users. We solved this by using the Freshdesk API to build a front-end to the held-document searching. This works great, but it's more code-writing we were hoping to avoid.

Product Quality

We've been using Freshdesk for 2.5 years. There were a couple of performance bumps in the first 6 months, but they have worked all of that out.

Customer Support

We haven't had to use their customer support very much. During the early implementation, they were great in aiding us in our complex multi-product environment. Our support questions tend to be in the "we're really like it if" category. It would be great if they could say yes to all of those things, but it's not that type of application. They do a decent job of listening and delivering features that meet the collective needs of all customers.

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

Ease-of-use

All the basics are very easy. The more complex elements come around workflow and integration elements. I don't expect those to be to easy or they'd remove power.

Functionality

The software covers all my needs both now and in the mid-term future.

Product Quality

I've never had a bug with Freshdesk, which is hard to find these days.

Customer Support

They were very response when I reached out to FreshDesk. They offer great service and more than standard answers.

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

Ease-of-use

There was a slight learning curve. But once you understand how to filter the tickets, it's a piece of cake.

Functionality

It really works quite well. We really wish the company profiles had some more formatting options.

Product Quality

It's really quite smooth, and the keyboard shortcuts works like a charm.

Customer Support

We have not had any problem with the company as far as I can tell.

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

Ease-of-use

Our customer service team has few complaints, and it sounds every agent likes to use it.

Functionality

It simply meets the expectation of our customer service team. It's user-friendly and works great on a daily basis.

Product Quality

It's good, reliable, and cloud-based. We never worry about losing data.

Customer Support

They don't have onsite training, which is a little disappointing. Maybe they should begin to do it.

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

Ease-of-use

Freshdesk is very easy to use. I learned how to navigate the entire interface after a brief ten-minute training/onboarding. Nobody on the team has ever complained about bugs on Freshdesk or not knowing how to take care of a process, such as resolving a ticket, writing an email, adding a tag, etc. A tutorial would almost be unnecessary.

Functionality

Phone, email, tagging, ticket creation, prioritization: Freshdesk's features keep us covered from a functional point of view. All of these CRM facets are available and readily useable. Adding new staff members for our company is easy, and managing ticket workload is very fluid. Batch assigning, batch closing, ticket merging, and sorting are all one-click functions. We don't use too many of the social features but that is an available functionality we'd like to explore.

Product Quality

Freshdesk works well across all operating systems I've used except Snow Leopard. Windows 7 and 8 and newer Mac OS versions treat it well. It works perfectly in Google Chrome, so I haven't ever had the need to try it in any other browser. The overall UI flows well, and the software even employs some gamification features with support team leaderboards. The interface, in short, is fun and easy to look at, even for eight hours a day.

Customer Support

Every time we've had an issue, which is rare, the support team has been fast to respond. Shortly after our team signed up with Freshdesk, one of the support staff members added me on LinkedIn and Twitter. I wouldn't normally expect that, but it showed me how much FD cared about their own customer relationships. If we did run into an issue, the Freshdesk support team would offer to test it with join.me screensharing, which was fine.

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

Ease-of-use

Overall it is easy for new user, especially for multi people are working together to solve issues.

Functionality

It works very well to help us to solve issues when the team sets up the daily goals, and it pretty easy for them.

Product Quality

It's a very reliable and trusted resource for my teams. Everyone likes it.

Customer Support

The custom support is not as good as other companies. There is no online chat to help resolve issues or troubleshoot.

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

Ease-of-use

It's very intuitive and straightforward. Also, they have good help.

Functionality

This does pretty much exactly what we wanted and also has a few extras that we use. There are, of course, features that just don't fit our business.

Product Quality

So far, it has worked really well, and our customers have found it very useful.

Customer Support

The support has been really responsive and helpful.

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!

Ease-of-use

It's really simple and intuitive. It has taken virtually no time for my staff and me to fully integrate into our customer service process.

Functionality

The only shortcoming is that I cannot customize/modify all the fields.

Product Quality

It seems completely fine. There's nothing to complain about.

Customer Support

They are generally very responsive; however, the sales team doesn't seem to understand all the functionality (or limitations) of the software.

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

Ease-of-use

They made it so simple even I could use it, and I'm a not-so-tech-savvy person.

Functionality

I get on, and everything I need is just a click away.

Product Quality

This is a great product, and I would recommend it to friends and family.

Customer Support

The customer support is better than most. It's usually the most unpleasant thing you want to have to do, but with them, it wasn't a problem.

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

Ease-of-use

It's very clean and is easy to navigate. I have talked to several people who would benefit from this.

Functionality

My needs have been met so far. I can't rate it a 10, because there's always room for improvement with anything.

Product Quality

One person I referred isn't as happy and said it didn't work with her needs.

Customer Support

I haven't needed it yet. I use this almost every day with no hiccups.

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

Ease-of-use

I have never worked with something so fresh and new that was so easy!

Functionality

This site is easy to use and has the things I need to make my day go better.

Product Quality

I have some great people working with this. I like it and recommend it to others.

Customer Support

I think they are great. I only gave them a nine, because the queue time could improve.

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

Ease-of-use

Intuitive flow throughout the functions, settings, admin panel, etc. I didn't have to spend much time learning how to use it. I could just get started!

Functionality

It has everything (and more) that we require in terms of support.

Product Quality

It looks sharp and delivers on all levels! We're able to provide a support center that rivals some in the industry that have required hundreds of hours of design and programming time.

Customer Support

They are incredibly thorough and willing to help come up with solutions.

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!

 

from Austin Peay State University
Specialty: Education
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

I love this product!

Ease-of-use

The search makes it so user-friendly and easy to navigate.

Functionality

It's great because it's well-organized and well-constructed software.

Product Quality

It is well-designed, other than the fact that the layout is rather boring.

Customer Support

The customer support was great when we needed help with different features with this software.

Likes Best

It has such easy access, and the search tool makes it so much easier to navigate through the system.

Likes Least

The only thing I can say that is maybe not that great is the layout. Other than that, I love it.

Recommendations

I highly recommend this product. It's easily accessible, and it's overall great software.

 

from Austin Peay State University
Specialty: Education
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

I use Freshdesk while working at a university tech support desk.

Ease-of-use

It's very easy to use and the user interface is well-designed.

Functionality

It does everything we need it to while remaining easy to use.

Product Quality

It works very well and seems well made. It's easy to use.

Customer Support

I have never personally used their technical support, but my coworker who has is happy with it.

Likes Best

Freshdesk is easy to use and it's easy to train new users on the product.

Likes Least

I have not had a negative experience with Freshdesk.

Recommendations

It helps to try out competing products to get a better grasp on what a particular product does (and how) compared to another similar product.

 

from Cruiser Corps
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Freshdesk Experience

Ease-of-use

The tutorial is exceptionally well-designed. Once I had completed it, I had no questions concerning use of FreshDesk.

Functionality

This product does absolutely everything I need it to do. It provides an excellent support page for my website and allows customers to easily contact my customer service department.

Product Quality

For the price, this product is incredible. My company has been using Freshdesk for several months, and it has performed flawlessly the entire time.

Customer Support

I have rarely contacted customer support, but on the few occasions that I have, they have been delightfully helpful.

Likes Best

I love being able to consolidate emails into one easy-to-access program.

Likes Least

I have no complaints about this product. It does everything I need for it to do.

Recommendations

Take full advantage of the 30-day free trial of the Estate plan! It was wonderful and helped us realize the money we could earn by spending a few extra dollars a month. It pays for itself.

 

from Austin Peay State University
Specialty: Education
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Great online ticketing system! Highly recommend.

Ease-of-use

The user-portal is easy to navigate and administrating the software is really easy.

Functionality

Freshdesk offers all the solutions our organization was looking for in a product.

Product Quality

The quality is great! The portal is compatible with any browser and OS.

Customer Support

The customer support is great. The Freshdesk team working with us to setup the portal and customize it to our needs.

Likes Best

I really like the user-friendliness of the product. FreshDesk can be totally customized to the organization needs.

Likes Least

I would like to see Freshdesk offer a time-keeping module where agents could clock in and out through the portal.

Recommendations

Check out all the features Freshdesk offers. Freshdesk has a great support team that will work to customize your portal.

 

from Al Siraat College
Specialty: Education
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Freshdesk setup well supported

Ease-of-use

The user interface is very intuitive and clean. All our users found the web and mobile interfaces easy to follow.

Functionality

We had a reasonably simple install; however, there were some cases where more complex rules were needed. Once again, the Freshdesk team came to the rescue and assisted us with this setup. We can now send an email with the name of a key person in the subject line for a specific email address, and the system will route this ticket to that agent directly. In this way, users who know who the approver is for a specific request can create a ticket with that person's name in the subject line, and this will then be automatically assigned to that person. This simple solution avoided the need for setting up complex approval hierarchies.

Product Quality

The product is easy to use, easy to implement, and very functional. We really cannot ask for more than that.

Customer Support

They're just brilliant. They're very proactive and have excellent support all around.

Likes Best

Overall, the product meets our Helpdesk needs well. The real benefit was in the proactive approach through the setup team in setting up the program and providing support to the point of 'go live'. Technical experts were brought on quickly to resolve issues, and the focus was on training us and talking us through the process so that we can maintain the system on an ongoing basis. The implementation was my main concern; they made this easy for us.

Likes Least

The product is meeting our needs quite well. I have not come across anything that does not meet our requirements at this stage.

Recommendations

Ensure that you have your business processes, business requirements, and test scenarios mapped out. This will make it easy for a proactive vendor like Freshdesk to provide significant assistance with the implementation.

 

from Community Action for Improvement Inc.
Specialty: Non-Profit
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Freshdesk kills Zendesk in ease of use and functionality

Ease-of-use

The interface and the way that users can send tickets is phenomenal. We're a Google Apps environment, so the Google login to register has been great.

Functionality

It tracks tickets and is simple for users to enter tickets and update them. We have no complaints.

Product Quality

There are no bugs at all thus far. Setup was a snap, and I like the knowledge base as well.

Customer Support

I've only called once, and they were fine. They are very friendly and helpful.

Likes Best

The interface is simple and elegant. Not even my users have complained about the change, and that unto itself is extraordinary. Registration using Google credentials makes signing up users a breeze.

Likes Least

The pricing is reasonable, but I always wish it were a bit lower. That is really the only complaint that I have, and it's a very small one. Also, I don't like the Captcha when registering. I hate Captchas.

Recommendations

Try Zendesk if you must, but I tried both, and this beat it hands down in my opinion. It's a really great help desk solution.

 
 
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