Freshdesk Software


 

Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized 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.

Because the solution is entirely cloud-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

180 Reviews of Freshdesk

 

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Software Advice Reviews (81)
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Showing 1-20 of 81

Roy from PC Rescue Services
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Cloud Based Help Desk Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have been using Freshdesk since June of 2016. Overall good experience with the platform. It took some time to get everything setup the wy we needed it, but support has been great with assisting us. Freshdesk helps us keep track of customer communication.

Pros

Customer support is decent for not being in the US and the platform is stable.

Cons

Does not have much integration with our current billing system. Does not integrate with our phone system

 
 

Darren from Parkbench
Specialty: Other services
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Easy to use and gets done what you needs to be done. The ability to manage all levels of support from one dashboard offers streamlined convenience.

 
 

Steve from IT Hands Inc.
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Customer satisfaction guaranteed

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Well, I got an amazing experience with helping our customers on their tickets. Freshdesk provides an easy way to get feedback from the customers. It sends email alerts once someone sends us a ticket. Our team gets in and update the ticket based on the needed query. It has helped us improving response time to our customer tickets.

Advice to Others

Help with improved response time.

 
 

Alan from Ftech int.
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Helps with managing our support team

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Our support team has their own logins to this tool and our admin people can manage their logins easily. This tool helps to bring all team members together within this system to help our client-tale.

Advice to Others

We like using this tool since our team is organized using it.

 
 

Nicole from ITHACA
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Automated Ticketing Software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

The automated ticket routing feature is very helpful. It defines where to route a specific ticket based on a few pre-defined filters. It helps us managing and escalating the tickets in a better approach.
Some other features are good within this software when it comes to managing tickets!

Pros

I really like the automated ticket routing functionality.

Cons

I would say the look and feel needs to be worked upon and have new drag and drop kind of features.

Advice to Others

Good software to help with ticket management. Automated routing of tickets are helpful.

 
 

Mark from Forum Communications
Specialty: Media
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

January 2017

January 2017

Best overall help desk software for our customers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We evaluated many help desk software products. Some of the products were very involved and hard for our customers to understand when submitting a ticket., Others were very expensive. We decided to go with a low cost, customer friendly product and Freshdesk fit the bill. We also decided to use their basic functionality rather than spend extra for customization. We have been very happy with the result and our customers are very happy with how easy the product it to use and understand. Would highly recommend the product.

Pros

ease of use.

Cons

Some of the features that we expected to be included in the basic package requires an upgrade. We decided it wasn't worth the additional funds for those features.

 
 

Stacy from Champ Software
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

FreshDesk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The product is easy to use and intuitive. Some improvements could be made on the search functionality and reporting.

 
 

Matthew from Comprehensive Web Designs
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Freshdesk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I am a huge fan of Freshdesk! I love everything about it! From its intuitive dashboard to their customer support, to their portals. It's just wonderful! I refer Freshdesk to my friends all of the time. If you are looking into a helpdesk system, then this one is right for you.

Advice to Others

This is the helpdesk you need to buy for your business

 
 

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

December 2016

December 2016

Great Support, excellent product, a little glitchy though

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

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

December 2016

December 2016

Excellent Help Desk, Even At The Free Level

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

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

November 2016

November 2016

Good Value, Disappointing Customer Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

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

November 2016

November 2016

A Great Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

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

November 2016

November 2016

Great Product Few Drawbacks

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Stacy from Champ Software
Specialty: Software / IT

September 2016

September 2016

Used Freshdesk at my job to track support cases

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Kellie from Champ Software, Inc.
Specialty: Software / IT

September 2016

September 2016

Using Freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

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.

 
 

Nicole from Champ Software
Specialty: Software / IT

September 2016

September 2016

Basic Case Logging but without any detailed metrics

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Edian from NFSY
Specialty: Other

September 2016

September 2016

Best helpdesk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

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

September 2016

September 2016

Love the Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Neha from Themis Medicare
Specialty: Pharmaceuticals

August 2016

August 2016

Helps greatly with Customer support

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

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.

 
 

Ben from Bardon Physiotherapy
Specialty: Healthcare / Medicine

August 2016

August 2016

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.