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

17 Reviews of Freshdesk

 

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.

 

from The Freeman Company
Specialty: Other services
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Freshdesk meets my needs.

Ease-of-use

The basic functionality of Freshdesk is easy. They provide a guide to getting started. Out of the box, the functions work great. There are a few things that need upgrading or improvement, but it is the same with any solution.

Functionality

My situation is very unique. We combine a help desk with a support team, internal and external training teams, and a performance support solution. So what I need is far beyond what I think FreshDesk is intended to do, but with a few customizations, I'm up and running and can do what I need it to do.

Product Quality

I haven't had any system outages, which is important.

Customer Support

Vendor support is provided by individuals all over the world. They are mostly out of India, but they will respond very quickly. I consider less than a day as excellent. Most of the time, it's much less than a day.

Likes Best

I have had such positive experiences with the team at Freshdesk. By far, out of the vendors that I looked at, Freshdesk was the most responsive. They allowed me to extend my trial so that I could play with various parts of the system.

Likes Least

There isn't much. I would have to say that the reporting needs to be beefed up. Presently, reporting only exports to PDF; it would be helpful to export to Excel to manipulate the data further than what the reporting module provides.

Recommendations

If you need major customizations, you can do most of them with Freshdesk. The programming is built on a language/system that I'm not familiar with (Fluid), so studying up on how that works would be best if you plan to customize. However, with that said, I've been able to get quick responses and help with fixing things if I mess up!

 

from CRCNA
Specialty: Other
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Fairly decent

Ease-of-use

Searching for old tickets is a hassle. Tickets still don't auto-update, but a bar appears when new tickets come in.

Functionality

We needed a simple way to get tickets emailed to us. This works great, and is easy to setup.

Product Quality

It's designed well, but it could use some polish with search and ticket refreshing.

Customer Support

I've never had an issue with support. They have been courteous and responded quickly when we have had issues.

Likes Best

I like the interface of the product, and the vendor has priced the product reasonably. Their service has been excellent.

Likes Least

The search feature could be greatly improved. I would prefer to sort my results a little better and be able to get more relevant search results when I do search for a ticket.

Recommendations

Look for ease of setup and ticket management as your main options.

 

from Over The Top
Specialty: Advertising
Size of portfolio: Single user Portfolio size: Single user

Incredibly helpful tool linking my support staff to our clients!

Ease-of-use

There are so many options for you to play with. The support in Freshdesk is great.

Functionality

The only thing it's lacking is that the website isn't my business' website! Great product.

Product Quality

This is a great resource, and you can tell that the programmers have put a lot of thought and effort into the product.

Customer Support

I have never had to personally contact the customer support, but there are plenty of resources available to learn from.

Likes Best

Freshdesk is a great tool that allows me to connect with my clients. It's a great option for a business looking to provide support but is unable to integrate it in their own software.

Likes Least

There's nothing that I don't like. You have the ability to add whatever helpful tips/articles you need, as well as get support tickets.

Recommendations

Try it out with real customers. You can learn a lot just by having people submit support tickets.

 

from Mohu
Specialty: Engineering
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

My Freshdesk review

Ease-of-use

The tools are very intuitive. I enjoy using the metrics to track my team.

Functionality

We had some issues with Freshchat working. We hope that this will be done soon.

Product Quality

This is a very good product. It is doing almost everything that we need. We look forward to the next version as well.

Customer Support

We had some issues with tickets not coming in under the proper source. Our rep was a champ and fixed the issues.

Likes Best

The metrics are easy to understand. The flexibility to make your own scripts.

Likes Least

Freshchat is not up to par yet.

Recommendations

This software is easy to use and pretty powerful for its cost.

 

from Spectrum Tech
Specialty: Software / IT
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Freshdesk Review

Ease-of-use

Freshdesk is an extremely intuitive and user-friendly help desk solution with a sensible UI.

Functionality

As a basic, cost-effective help desk solution, Freshdesk certainly provides for most needs. Basic ticketing, time tracking, and client management all work well. It is still lacking, though, with its inability to provide an integrated invoice solution, project management/multiple agent assignment on a ticket, and custom email notifications.

Product Quality

Overall, Freshdesk works as designed and intended. However, I did discover three defects in the product during the first couple of months of use. To Freshdesk's credit, though, I reported the three defects, and they were all addressed and resolved in a product update within a week at the longest.

Customer Support

Having had to work with Freshdesk customer support a few times, I found that they were always polite, professional, and eager to provide as much assistance as possible to address any question or concern I had.

Likes Best

I was assigned the project of reviewing options for an IT help desk solution and then making a recommendation to my company president and ultimately settled on Freshdesk. The assistance from Software Advice was critical to my ability to begin the project and ultimately make my decision. I found Freshdesk to be intuitive and simple to use, as well as to implement. Freshdesk was also an extremely cost-effective solution for my small MSP company.

Likes Least

Though Freshdesk may have many valuable and effective features, I am disappointed that it does not offer integrated invoicing, project management, or email notifications based upon predefined schedules and ticket priority - as the SLA is capable of. Also, the inability to assign a Company as the ticket requester and then choose a predefined or new contact is frustrating.

Recommendations

Take full advantage of the services offered by Software Advice, as well as the demo periods offered by vendors - the demo in particular. Demo multiple vendor solutions to make a fully informed decision.

 

from Over The Top

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We've set up a couple of instances of Freshdesk for ourselves and our clients, and I continue to be impressed with the functionality vs ease of use. I've been mostly impressed by their customer service; not only have they reached out pro-actively when they see certain types of activity on the account but when I've had questions, they have always been quick to respond.

The social integration of this product was very important to one of our clients.

 

from saleslifecycle.com

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We are a small bootstrapped start-up based in Australia. We offer a sales focused CRM solution called www.saleslifecycle.com. The need for a helpdesk solution has been growing, and we also want to provide a better experience for our users with searchable documentation aka 'Knowledge Database'.

We signed up for Freshdesk's Free Account (downgraded from the normal trial).

What we *liked* about Freshdesk - we had an issue signing up and got great support without delay. Creating new articles for the knowledge base was very easy and a good experience. The feedback widget built in support for screenshot. There's a data export available on free plan. You can Bcc or Cc someone on a support ticket. Solutions are suggested to agents when answering tickets.

What we *didn't like* about Freshdesk - you can upload images but can never delete them nor organize with folders. Users can't comment on knowledge base articles. The look and feel of the public site is a bit blah out of the box.

 

from Raw Engineering, Inc.

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Freshdesk is always my go-to-service when I need to setup a support site for a company or product. I've worked with other systems in the past, and Freshdesk is on par or above in all areas I've evaluated.

Their pricing is simple and clear - they don't charge you crazy rates for a single feature like SSL, and they don't offer you enticing rates that quadruple after a single year of usage.

At my company, we have developed three support sites and ALL of them are with Freshdesk. Initially we were trying out different services, but after using Freshdesk, we moved all of our support sites over. Setup is quick and easy, and whenever we have questions, they respond in hours or minutes - by phone, email, or social channels. I bet they use Freshdesk for it too!

I love how easy it is to customize your support center and notification emails in minutes to provide a perfect experience while still giving you powerful tools to support your customers.

You'll never be unhappy if you get started with Freshdesk.

 

from CRCNA

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Not a fan. When is the last time you used an email client that doesn't refresh itself? And it is not very helpful that every time somebody replies to a ticket, it creates a new ticket. Very messy.

 

from Earth911

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Our organization was looking for a solution to customer service needs. Most of our inquiries involve the same 5-10 questions or issues, so the ability to streamline information to avoid double work was incredibly important to us.

In the past, we have tried other customer service software that had limited functionality. Freshdesk was able to import all of our old tickets and responses, so we have an archive of all previous user correspondence.

Freshdesk allows our company to utilize a shared inbox for multiple personnel. It provides helpful features like BCC and HTML emails that were not available through other software. It is also an inexpensive way to handle customer service.

 
 
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