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

154 Reviews of Freshdesk

 
Software Advice Reviews (73)
More Reviews (81)

Showing 1-20 of 73

from Ivy Tech
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

Great Support, excellent product, a little glitchy though

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Their name says it all - a breath of fresh air when it comes to support systems. A bright, energetic company that is providing a tool at a price which is perfect for SME's. Their innovative approach and rapid development means that new features seem to be appearing every day and the best thing of all is that they actually listen and respond to featured requests. It's like having our own personal development team providing an enterprise level ticketing system at a fraction of the price of other systems currently on the market.

Pros

- Fun to use
- Easy to set up with your own support email and domain. Up and running in minutes.
- Sleek and modern interface, with extremely high attention to details, on all screens of the application.
- Single user can use for free, forever.
- Reasonable pricing for when you grow
- Sleek mobile optimized version of the site
- Many features and yet designed so they don't get in the way
- Highly and easily customizeable
- Integrates with many other services, from Google Analytics to Salesforce
- Encourages productivity using a tasteful implementation of gamification mechanics
- Built in forums and knowledge base sections, that are not designed as an afterthought but rather as full components of the system.
- Smart built in customer satisfaction component
- Excellent reports
- Excellent support (for the rare cases you need it).

Cons

there have been issues / bugs

Advice to Others

Good for our teams, works well with chat and the products and different incoming email addresses work well.

The support is some of the best I've had and my own company.

 
 

from Mehler International Pty Ltd
Specialty: Healthcare / Medicine
Number of employees: 2-10 employees Employees number: 2-10 employees

Excellent Help Desk, Even At The Free Level

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Value for Money

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Freshdesk offers a lot to get started. It's a fully functional helpdesk. As you grow, so you scale.

But hardly anything is held back to get started.

Pros

Very easy to use and start with. Even offers a fully functional Knowledge Base at the entry level.

Cons

The design of the knowledge base is a bit tricky to customize, or better outlined support instruction on the topic are missing.

Advice to Others

Great, great starting point for a helpdesk.

 
 

from GP Health Group
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

Good Value, Disappointing Customer Service

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I've used freshdesk for well over a year. We implemented customer surveys and the reporting feature was not working. I notified Customer Service on November 1st and a service ticket was created. A month later and following up on a weekly basis, the only response I've received is, I'm sorry and that we are going to prioritize your request. Normally that would be sufficient, but that was the answer I was provided for each time I contacted support.

 
 

from Ithaca Public Schools
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

A Great Solution

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Value for Money

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We use the free service of Freshdesk for our small school and love all of the different options it provides to us. There are so many things that we like that the few "wishes" are not on the forefront of our minds. I would definitely recommend their product to anyone looking for a good help desk with many great features.

Pros

Multiple communication options, great service and up-time, well designed platform, integration of other services, and very easy navigation.

Cons

Some of the back-end set up can be a bit confusing at first, but the flip side is it is easy to learn and once you have done that, it isn't that bad at all.

Advice to Others

Get the free version and try it out. You only lose the time it takes to set it up, but it is worth seeing if it is the solution for you.

 
 

from USCutter
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

Great Product Few Drawbacks

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Customer Support

Value for Money

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We've been using FreshDesk for the last 4 months. We utilize it to track tickets, calls, and livechats. Setup was fairly easy, but there were a few issues that I'll go into below. Support is a little slow, but they are in India so I understand. The product is easy to use and configure as well as provides good metrics.

Pros

I like the automated metrics.
I like the built in On Page Help
I like the apps integration
I like how easy it is to administer

Cons

Support is slow
No bulk uploads.
The mobile app isn't built for managers/supervisors.

Advice to Others

If you are looking to implement a ticketing system for your support organization I would recommend FreshDesk. They are the new kids on the block, but are doing some great things with more features and innovations coming.

 
 

from Champ Software
Specialty: Software / IT

Used Freshdesk at my job to track support cases

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Likes Best

I liked the fact that it integrated with Pivotal Tracker so we were able to easily create PT stories from within the FD ticket. Support response was pretty good.

Likes Least

The search function is not very good. We had a lot of difficulty finding old support cases when searching. The other thing was that sometimes the email didn't flow very well, i.e. sometimes you could only forward and other times you could reply. Some times I wasn't sure if I was forwarding the entire email chain or just that last piece in which case the person receiving the email would not have the full story. Also the reporting could use some improvements.

Recommendations

Make sure you evaluate if the software will report on the metrics you need before purchasing a product.

 
 

from Champ Software, Inc.
Specialty: Software / IT

Using Freshdesk

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Value for Money

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N/A

Likes Best

Easy-to-use UI. Similar to other products, which made it easy to adapt.

Likes Least

I found that when I needed to search through tickets for similar issues, it didn't pull up tickets that matched the search criteria I used, based on any familiar search methods I had used before, i.e., wild cards.

Recommendations

Try it out. It's customizable, and has many tools that you can use, depending on your needs.

 
 

from Champ Software
Specialty: Software / IT

Basic Case Logging but without any detailed metrics

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Likes Best

The interface is clean and it's very easy to add a new case or add information to a case.

Likes Least

Many kinds of case additions are not counted as agent interactions in the version we use. I don't know if this is different or better in other versions. In the version we have any private note or public note is not counted as an agent interaction. Emails that are forwarded out of the system are not counted as an interaction. Emails sent or email replies are counted as an agent interaction but this leaves many other types of interactions uncounted.

There is very limited capabilities for running metrics beyond counting cases that are in a particular status (open, pending) in a given time period. It's very difficult, actually we haven't found any way to do it, to report on how many cases were touched by an agent in a given time period.

The search engine is unpredictable and returns results inconsistently.

Recommendations

If you are looking for a basic way to add cases, open and close them this software is easy to use. If you want to track metrics or do any analysis of workloads, case resolution times, this product (at least the version of it we are using) won't get you there.

 
 

from NFSY
Specialty: Other

Best helpdesk software

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Functionality

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Value for Money

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Likes Best

Ease of use. The fact that you could use this software free as long as you don't need more than 3 techs.

Likes Least

I would like to have additional features like monitoring with the sprout version.

Recommendations

Save yourself some time in researching other software and just get this one. You won't regret it.

 
 

from Orthopedic and sports Medicine Specialist of Green Bay
Specialty: Healthcare / Medicine

Love the Product

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Value for Money

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Likes Best

Very easy to use. the functionality is above par compared to other products we looked at.

Likes Least

I really don't have anything that I do not like about the product.

Recommendations

I recommend that you give this product a chance. It is very user friendly.

 
 

from Themis Medicare
Specialty: Pharmaceuticals

Helps greatly with Customer support

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Functionality

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Value for Money

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N/A

Likes Best

One of the best tool to manage the support tickets. It has good features to add content and attach the files. The Dashboard is very simple and clean and it helps others to read the information easily. Drop-down menus provides the options to select based upon the type of tickets.

Likes Least

Notification emails sometime goes to SPAM. The emails need to be reviewed so it goes to user's inbox directly. Everything else works great!

Recommendations

As a support ticketing system, FreshDesk works great. If you have to help your customers with their queries, you can implement this tool for sure.

 
 

from Bardon Physiotherapy
Specialty: Healthcare / Medicine

Terrible inbound phone support software: Caller ID doesn't work

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Likes Best

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

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

Freshdesk Recommendation

Ease-of-use

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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

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

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

Nice product.

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N/A

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

Works for me!

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N/A

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

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

Quality Solution on a Limited Budget

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N/A

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.