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.
Fazeel from Al Siraat College
Portfolio size: 11 to 20 users
The user interface is very intuitive and clean. All our users found the web and mobile interfaces easy to follow.
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.
The product is easy to use, easy to implement, and very functional. We really cannot ask for more than that.
They're just brilliant. They're very proactive and have excellent support all around.
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.
The product is meeting our needs quite well. I have not come across anything that does not meet our requirements at this stage.
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.
Ken from Community Action for Improvement Inc.
Portfolio size: 2 to 5 users
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.
It tracks tickets and is simple for users to enter tickets and update them. We have no complaints.
There are no bugs at all thus far. Setup was a snap, and I like the knowledge base as well.
I've only called once, and they were fine. They are very friendly and helpful.
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.
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.
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.
Trace from The Freeman Company
Specialty: Other services
Portfolio size: 2 to 5 users
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.
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.
I haven't had any system outages, which is important.
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.
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.
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.
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!
Matt from CRCNA
Portfolio size: 6 to 10 users
Searching for old tickets is a hassle. Tickets still don't auto-update, but a bar appears when new tickets come in.
We needed a simple way to get tickets emailed to us. This works great, and is easy to setup.
It's designed well, but it could use some polish with search and ticket refreshing.
I've never had an issue with support. They have been courteous and responded quickly when we have had issues.
I like the interface of the product, and the vendor has priced the product reasonably. Their service has been excellent.
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.
Look for ease of setup and ticket management as your main options.
Angie from Over The Top
Portfolio size: Single user
There are so many options for you to play with. The support in Freshdesk is great.
The only thing it's lacking is that the website isn't my business' website! Great product.
This is a great resource, and you can tell that the programmers have put a lot of thought and effort into the product.
I have never had to personally contact the customer support, but there are plenty of resources available to learn from.
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.
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.
Try it out with real customers. You can learn a lot just by having people submit support tickets.
John from Mohu
Portfolio size: 6 to 10 users
The tools are very intuitive. I enjoy using the metrics to track my team.
We had some issues with Freshchat working. We hope that this will be done soon.
This is a very good product. It is doing almost everything that we need. We look forward to the next version as well.
We had some issues with tickets not coming in under the proper source. Our rep was a champ and fixed the issues.
The metrics are easy to understand. The flexibility to make your own scripts.
Freshchat is not up to par yet.
This software is easy to use and pretty powerful for its cost.
Joseph from Spectrum Tech
Specialty: Software / IT
Portfolio size: 101 or more users
Freshdesk is an extremely intuitive and user-friendly help desk solution with a sensible UI.
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.
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.
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.
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.
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.
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.
Michael from Over The Top
Date: August 2013
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.
Andrew from saleslifecycle.com
Date: July 2013
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.
Gal from Raw Engineering, Inc.
Date: May 2013
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.
Christopher from CRCNA
Date: April 2013
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.
Trey from Earth911
Date: January 2013
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.