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 online 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 cloud-based, Freshdesk helps to manage multiple groups, workflows and escalation procedures. It also supports multiple products and brands, and it 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.

Freshdesk automates multiple processes. Dispatchers automatically route tickets to the appropriate support agents, while supervisors scan open tickets and then escalate 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.

 

 
Supported Operating System(s):
Web browser (OS agnostic)

202 Reviews of Freshdesk

 

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Software Advice Reviews (88)
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Showing 1-20 of 88

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

July 2017

July 2017

Use FreshDesk for support cases for small software company

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I think they are trying to make improvements on a regular basis so that is encouraging.

Pros

The interface is clean and not cluttered. LOVED the ability to create Pivotal Tracker stories directly from the Freshdesk case!

Cons

The search functionality didn't work the best and the report capabilities were lacking. It was a bit difficult to get metrics out in reports, at least the kind we needed.

 
 

Lisa from Ultius, Inc.
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Advice from a customer service manager.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

There's nothing else I would add at this point.

Pros

Tickets and private notes have been vital to my support team because it keeps every rep in the loop.

Cons

Needing apps for features that should be included in the software, such as VOIP, because it's just an additional cost. I would prefer a one stop shop experience. Also, I was initially excited about the Arcade because I frequently have support driven contests. The Arcade does not factor in my particular needs in that it's limited to publishing solutions, resolving tickets, and engaging the community. If there was an option to build a quest without the three features in mind, it would open up more opportunities to use the option as I imagine developers intended.

 
 

Amit from Damco Solutions Pvt Ltd
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Best Tools for Help Desk and Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I am recommending peoples who are looking for this type of tool.

Pros

I am using this tool and share my feedback with you. This tool is very use to manage your support tickets. FreshDesk can be totally customized to the organization needs.

Cons

Price is good but I always wish it were a bit lower. Reports are in only pdf format. It would be better that reports should be in other format like Excel.

 
 

Sanjeev from damco solutions
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Easy to use help desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This tool provide the ticketing system. due to this easily manage the calls . if we want to assign the task then just assign the tickets and track the task through this.

Cons

Only the concern is for this is reporting. This area need improvements. Other than that is fine for me.

 
 

chetan from Damco
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Freshdesk-Nice product for support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have been using this product for quite some time now. Experience with the product is really good as it has many features to make your life easy and you can configure it easily.

Cons

Ticketing system has some issues , apart from this i could not found anything else so far but still there is always scope for enhancement.

 
 

Rex from Democrats Abroad
Specialty: Public Sector
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Best option for our organization

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Well worth considering for organizations of any size. the free trial option is a wonderful way to try out the program before committing.

Pros

We reviewed a number of products and chose Freshdesk for our organization based on ease of use, functionality and price/performance evaluation. We are a volunteer organization which requires bringing on and removing agents based on election cycles. Getting ageist up to speed quickly with a minimum of training is essential. Freshdesk is very intuitive software with an interface familiar to people who use various emails programs. The training required to make an agent productive is minimal, but the program has extensive functionality.

Cons

The only shortcoming I can think of is an easy way to search for a ticket by ticket number and that is probably my lack of familiarity with the program.

 
 

Tim from Unique Gas Products Ltd
Specialty: Distribution
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

New to Freshdesk - some small improvements required

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to import over the old database, the speed of program, dashboard. Modification of the fields for our specific needs.

Cons

Inability to open a ticket from within the customer/contact page.
Complete removal of the Billing option in time entries.
Prompt for time entries when opening and closing a ticket - there is a workaround but it will not work in all instances.

 
 

Rudy from Pastoe
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

How freshdesk changed our life...

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Their support guys are great.

Pros

Sharing the burden of thousands of request from our customers within our team, without dropping the ball

Cons

It still lacks some easy integrations like with Google apps and with crm software, so we only need one platform

 
 

Dev from Damco solutions
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

For initial it's good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It's a work progress tracking software. Suppose you are logged a complained the a tickets will raise and company will track your complain with tickets. Status update notification will come through mail. So you can easily know about your complain status.

Cons

Only have a issue with mobile app of freshdesk. user can not see any knowledge base information in APP.

 
 

Parvez from SGC Services Pvt Ltd
Specialty: Accounting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Very easy to work and expensive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have used this product for ticketing only, but what I like the most of it, is the way you can customize the ticketing overall, you can direct the ticket to the person you wanted to and is really easy to work on. The price is affordable even for a startup company.

Cons

The monthly payment and how only one user can use the program for the monthly payment. Also customers get confused that it says account was created they think they created another account with our program.

 
 

Colleen from 5 Stones
Specialty: Media
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Consistent basic functionality, but lacking in flexibility

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk has some great organizational tools and is great for basic customer service. Their ticketing system is very easy to use.

Cons

They have manual timing which means that each team you enter into a ticket you have to remember to start the clock which seems inefficient. They also don't allow you to have all callers go into the queue. Some callers go straight to voicemail which has caused many missed calls for my team.

 
 

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.

Cons

Would appreciate a cleaner way to sort our sent emails

 
 

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.

 
 

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.

 
 

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.

Cons

Freskdesk is not telling people that they are recording their calls.

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.

 
 
 
Showing 1-20 of 114

Vicky from ACE POS Solutions Ltd.
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Simple ticketing system with nice integrations. Could improve UX but excellent customer service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Up and running in no time. We're happy we made the move from Zoho Desk to FreshDesk.

Pros

How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

Cons

The navigation is a bit odd at times. While it is simple, some functions such as adding new contacts or companies from tickets should be easier. Also, would be best if it would be possible to remove the "check ticket" button from the included knowledge base if we don't give customers access to tickets. Creates a number of questions otherwise.

Source: Capterra
 

Dhiren from CodeZinger
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Nice configurable product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We used it for
1. Customer ticket logging
2. Help content distribution

Pros

I mostly used its free version but even in free version freshdesk provide amazing customization and features. Even it has resources section which can act as a FAQ or general help.

Cons

I am looking towards more of a customization where the URL for the resources will not be publicly available but only available to signed in users (my website users not freshdesk users). Freshdesk provides some open-standard customization where this feature can be made available.

Source: Capterra
 

Julia from Rochester Electronics

August 2017

August 2017

Researching a new Help Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I gave a presentation on this software to my co-workers.

Pros

Loved the overall look and feel of Fresh Desk. It was also cheaper than a lot of other Help Desks. They had a lot of really cool features.

Cons

Almost too many features? It was a bit confusing to navigate sometimes, wasn't sure how to hook up employee directory to Fresh Desk.

Source: Capterra
 

Alex from DentalCMO
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Super useful, efficient, and functional!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This software has given our company greater visibility over our customer requests and helps us to prioritize and complete tasks in an efficient manner.

Pros

This software was relatively easy to set up, has many features, and has multiple different pricing options to get the exact functionality you need.

Cons

While there are loads of extra functions, sometimes it may require a higher price point to get a specific function you need without needing all of the other things that come with it. The ability to purchase certain specific features would be nice.

Source: Capterra
 

Steve from gradelink
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

It's kind of a pain

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We are able to respond to our customers quickly it's easy for managers to ensure that no one was left without a reply.

Pros

Freshdesk has an integrated customer portal and help docs. The UI is pretty modern and friendly but there can be lots of clicks to get what you want.

Cons

The integration with zoho crm is not good.
Lots of clicking all around.
The customer satisfaction rating system isn't the best so we don't use it.

Source: Capterra
 

Eileen from CentralPark.com
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Easy to use software with great customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Streamlined processes in our customer service department. Ease of communication between agents, vendors and clients. Great mobile app!

Pros

The interface is quite flexible and easy to use. Tickets appear in a readable format with great preview features. Sharing information amongst agents and writing internal notes makes communication seamless. The mobile app is the perfect way to manage tickets on the go and keep everyone on the team in the loop.

Cons

There are so many features that sometimes it's a bit technical to understand how to do something, but their customer service quickly helps us to come up with a solution!

Source: Capterra
 

Dhiren from RouteRabbit Inc
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Easy configuration, Quick installation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We get direct feedback from the customer and our 3 agents provide timely repose to customers.

Pros

Easy to configuration and very quick into production. Even a free version has a lot of features. The product has many advanced configurations but the basic system doesn't require a user to go in details. Thank you Freshdesk team.

Cons

Has some bug. Already reported too. If JavaScript disabled on a website system doesn't work properly.

Source: Capterra
 

Kim from Web Crater Design and MobyMax
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Awesome CRM tool for small and large companies alike

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

More visual way of articulating customer requests and gauging needs

Pros

I love the watch feature that allows you to see if another analyst is responding to a ticket. This really help reduce duplicate responses and cuts down on conflicting info being shared. I also enjoy how easy it is to search for tickets using tags, ctegories and names

Cons

Sometimes merging tickets caused threads to be hidden or overlooked. This was mostly problematic when attachments were searched but resided on different ticket numbers though.

Source: Capterra
 

Ellie from Helix Education

June 2017

June 2017

Easy to use and takes care of our needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

This software is very easy to use. When we rolled it out to our company I didn't need any training to begin using it immediately. The UI is easy to navigate and determine what you need to do to get your ticket submitted.

The system was super easy to submit a ticket through and track tickets I have submitted in the future to get a status. It is also very easy to close out a ticket or to add another individual to a ticket so they can view / comment on the ticket as well.

Cons

I can't think of anything major right now. I believe the software is configurable on the back end to add or remove any questions you need, which is nice. I am only a user but it is super easy for me to use.

Source: Capterra
 

Rob from PC Integration
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Very simple to use Help Desk Ticketing System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Organization of types of problems end users face, training gaps and what time of skills required to manage and resolve these issues. Shared Knowledge base for other techs so they don't re-invent the wheel when it comes to solutions

Pros

Quick setup time and configuration. Right out of the box, does the majority of what people need in a system.

Cons

Can misinterpret general email (spam) as actual tickets. Requires some training on rule creation around handling those exceptions

Source: Capterra
 

Colin from Qualer

June 2017

June 2017

Solid alternative to other costlier support platforms

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Initially, we evaluated Freshdesk and Zendesk. We had heard a lot about ZenDesk, but as a startup, we didn't like the cost impact of using that platform. Freshdesk had all of the features we were looking for (Phone support, email ticketing, customer forums & knowledge base, groups & user management) but the system was significantly more cost effective.

After implementing the system I have heard nothing but good feedback from our support team.

Cons

We're having some issues with the knowledge base UI. We selected and customized a design template from the provided library, however, the content display width is too narrow. I think it would make more sense to provide more flexibility around how CSS templates are configured in the UI.

Source: Capterra
 

ariel from PartnerHero

May 2017

May 2017

Friendly to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I have used this product for ticketing only, but what I like the most of it, is the way you can customize the ticketing overall, you can direct the ticket to the person you wanted to and is really easy to work on. The price is affordable even for a startup company.

Cons

report wise, there's a big area of opportunity, I've had a hard time trying to get data clear enough to explain to the rest of my team.

Source: Capterra
 

Holly from Hotels Etc., Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

it is easy to use but expensive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Like the live chat and how the email system works and how the customer can rate their experience and never muss a questions from the customer

Cons

The monthly payment and how only one user can use the program for the monthly payment. Also customers get confused that it says account was created they think they created another account with our program.

Source: Capterra
 

Melania from eSource Capital
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Help Desk software very easy to work

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It is very easy to deliver a good customer service with this software. Very easy to use, the customer can communicate very easy with you through different channels. Some users prefer to chat, some others prefer to call you, so depending on the customers likes, you can handle all this kinds of channel support with Freshdesk.

Pros

It works for small or big companies.
The price depends on the number of users or agents.
Works together with all the Google Apps.
Customer can send tickets via social media, like through Facebook or Twitter.

Cons

So far I think that the reports and metrics can be better or improved. This app handles a lot of information that can give to the IT Managers to make important decisions in the company, but right now this software needs an improvement in this matter.

Advice to Others

The Service Level Agreements are easy to handle in this software, but sometimes, when you work in a big company and you have different kind of products or different lines of services, the SLA's are not easy to customize for different kind of products. This would be a nice matter to improve.

Source: Capterra
 

Vincent from Kensu

April 2017

April 2017

Customer support on steroids

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Freshdesk is one the best customer support tool I've used so far. It is fully customizable and provides a nice API.

Source: Capterra
 

Emmanuel from Aspire systems

April 2017

April 2017

Great product with innovative features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This is a great product with innovative features. Pretty much covers all customer touch points. It has some great innovative features too. Support is great. Most of all it's available at a very reasonable cost.

Source: Capterra
 

David from MISTRO Software
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Simple FAQ / ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Freshdesk is simple to use and set up with functionality available to have freecall numbers set up to call direct to agents and log the calls as tickets along with many more plugins. Multiple pricing tiers depending on your needs, the base free plan is great for small businesses needing to support their software with up to 3 agents, tracking g of agents assigned tickets and simple contact sync with Google accounts if needed.

Pros

Simple to use and set up

Cons

No desktop app available that I can find, web or phone app only though web works fine sometimes offline access is nice

Source: Capterra
 

mustapha from Plate IQ

April 2017

April 2017

Great support tool with a lot of integration

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have used Freshdesk after trying Zendesk. Great tool with awesome support. The support center can be customized based on our business needs. Reporting could be better but is good enough to give overall metrics.

Pros

Great Support. Great functionnalities

Cons

Reporting could be better

Source: Capterra
 

FRED from BRIDGEPOINT TEHCNOLOGIES

April 2017

April 2017

MSP HELPDESK USER

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

WE USE FRESHDESK FOR OUR TICKETING SYSTEM AND IT WORKS PRETTY WELL. THERE ARE A FEW FEATURES WE COULD USE THAT AREN'T AVAILABLE. OVERALL WE ARE PRETTY HAPPY

Source: Capterra
 

Baxtiyar from QuickBiz
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

The best project management software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Freshdesk makes your work easier, it allows you manage your project with the wide range of features and functions. It is cloud-based and price of Freshdesk is very reasonable. If you are looking for project tracking system you are in the right place, because there are no better program than it in market. Design is excellent and it was known its simpicity. I can definitely say it worth to try.

Pros

customer service
very easy
perfect design
cheap
excellent features

Cons

some minor mistakes

Source: Capterra