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.



1,283 Reviews of Freshdesk

Overall rating

4.49 / 5 stars

Filters:

Showing 1 - 20 of 1,283 reviews

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

January 2019

Freshdesk did the job but it wasn't my favourite sales desk.

Pros

It did the job! I was able to track tickets and feature requests and assigning these tickets was easy. I found the customer service was fairly good.

Cons

I had a free trial of Freshdesk before moving to Hubspot. I found that Freshdesk was lacking in some more advanced features which Hubspot offered. It just wasn't for us in the end but would still recommend.

January 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Saved My Business

Very solid product and loving the product development.

Pros

This product saved my business but decluttering my email account with all support tickets and help me keep staff accountable for business that came in. One transitioned fully, my business cannot live without it.

Cons

Did not like having to find all of the options where they didn't seem like they would be.

January 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

January 2019

Good platform

Pros

Good customer service platform. The free versio has way enough to get started

Cons

Not much to be honest. This is a pretty robust solution

January 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

5 of 5

January 2019

Has become integral to our business, bit pricey

Pros

At some point we had too many mailboxes and too much email to properly track customer emails so we switched to Freshdesk and now we can stay on top of everything. We don't use it as a traditional ticketing system, we run all our email through it but it works. Canned responses are useful, alerts when 2 agents are working on an email at the same time, or if a response has just been sent while you were typing really help to avoid unintended miscommunication and using automations its possible to make up for any missing out of the box features (like snoozing an email).

We use it every day. While I have some issues with it, we're basically running our business out of it so I'm pretty happy with it overall.

Cons

They recently upgraded the design which I like, but it has come with a host of little issues. My least favourite feature is adding a slash command in the WYSIWYG editor as it means that you can't type a space-slash " /" in an email any more which seems bonkers to me.

The price per agent is a bit steep. If you switch up to a higher plan to get additional features then your price per agent increases along with it making it a bit pricey for temporary staff and new hires. I think this is largely because we aren't using it as a traditional ticketing-support system.

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Friendly to the beginner but powerful to the seasoned admin

It took some time to configure to our liking and customize all categories and filters, but once that was done it became a joy to work with.

Pros

You can apply filters to any incoming ticket, based on many factors. You can also make it scan your tickets for updates and automate further actions. You can customize categories and properties
It even has plenty of plug-ins to connect to other networks. The Slack bot is really helpful for example.
Also, their fully detailed analytics are very much welcome and useful!

Cons

There are some less intuitive filters for categorizing and logic to whether to show or not sub-categories. Might get tricky to get it working for you if you have very special needs.

January 2019

Rohan from QuestionPro

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

January 2019

The Best Ticketing Tool

Pros

Freshdesk is no doubt the best ticketing tool out there. It has a very intuitive UI and a simple layout which is also appealing as well as easy to use.

Cons

Canned Responses are a bit troublesome. Also, sending a bulk mail is a bit tough.

January 2019

Amber from DaDa

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

2 of 5

Customer support

2 of 5

Functionality

3 of 5

January 2019

Connect with your support team

Fresh desk helps offer me tips and customer support with issues using the platform.

Pros

I like that fresh desk allows you to use sub categories to insure your issue is forwarded to the correct team.

Cons

I don't like that it took so long to hear from the support team, this may be an individual issue, as the company I'm contracted with has more than 10,000 contractors.

January 2019

Cristyn from Vidora

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

January 2019

Great Software to provide better support to our customers.

Pros

It is extremely easy to manage, ideal to give priority to conversations, provides the function of being able to establish a time to send answers, does not allow collisions between the answers and each agent that answers the tickets will focus on different users and the best is that the resolution of the problems of our customers can be discussed as a team between different business departments without the need to blur the solution that can be given and all for very affordable prices is why this software is ideal for both client as for the company because it is like helping themselves and at the same time to them.

Cons

It must be handled with care to avoid misuse of the software as it provides many functions and the best solutions but good management will bring out the best in it.

January 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Customer support

4 of 5

Functionality

4 of 5

January 2019

Pretty good

Pros

Does what it is supposed to do has nice reporting features.

Cons

I wish there were more ways to customize the forms and that there was a way for the software to scan the KB articles for metadata to include in search keywords.

January 2019

Jennifer from Blue Strategies International LTD

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Outstanding Professional Customer Support System

Overall, I can't imagine a proper customer support without Freshdesk. They really are the best. I recommend at 100%.

Pros

When it comes to the small and medium enterprises customer support, Freshdesk is the best application I have ever used. I no longer was losing track or record of a customer’s query and was even able to assign the customer and request to the respective department. Very useful mobile application. Best of all, the ticketing system and automated email responses.

Cons

The custom domain option should be offered at all plans in my opinion, even the free plan.

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Freshdesk summary

Their customer service was so fast and on point. They resolved my issues in minutes via chat.

Pros

The ticket platform is amazingly intuitive, allowing for quick setup from the get-go.

Cons

The inability to send out bulk emails 'tickets' from one response.

January 2019

Anmol from Klimb.io

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2019

Helped us tackle our support queries at 3x the speed

Pros

Freshdesk has completely changed the way we manage our support queries. It was extremely easy to setup and get started. We have been able to cut down our support time and not lose track of customer queries.

Being able to templatise common support queries and make it accessible across the team is quite indispensible.

Cons

They upgraded to a new user interface which looks great as that would have been the only drawback.

January 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

We increased our performance thanks to its tools

Apart from the improved processes that I mentioned, the UX and UI makes it so nice to use. For example, now, in loading screens, the software shows nice sentences to ramp up the agent's morale. Things like that make using Freshdesk a blast.

Pros

I love that Freshdesk has so many tools to improve your communication processes with the customer: email, calls integration, knowledge base, email templates, chat, statistics... These many features helped us on creating new communication channels with our customers, solve issues faster, and have a better overview of our performance.

Cons

While Freshdesk is pretty flexible when integrating with your website or CRM, we missed a little bit more customization, to adapt to our case. I think it would adapt to 99% of the companies anyway.

January 2019

Daniel from Relentless Management Group

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Their support department saves the day

I use freshdesk to help me manage customer support issues for 3 separate products. It is easy to set up multiple products, email addresses, signatures etc.

Pros

I've found myself leaning onto their support department (via chat) to adjust the settings and make the customizations I need so I can more efficiently support my customers.

The system has several different apps/integration that greatly expands Freshdesk's features.

Cons

When replying to a ticket from a brand new user/customer if I type the name and then hit tab, the name isn't saved. They have this pop-up that says would you like to create a new contact. The answer is obviously yes. It is minor but annoying, especially when you first start using the software and you are creating tickets to email customers for the 1st time.

January 2019

Manuel Aramis from The Church of Jesus Christ of Latter-day Saints

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

3 of 5

January 2019

"Cryptocurrencies" or incentives for your customers.

Pros

In these times of "cryptocurrencies", gift cards, bonuses, etc. This is a very good option, so that businessmen can offer "incentives" to their clients.

Cons

I had, difficulties, to access, to your web page. This platform should be promoted, especially for "emerging" entrepreneurs, who want to place their company, at the level of large companies, such as Amazon. Could, venture into the "cryptocurrencies", with the novelty, that are valid, for companies, affiliated with the platform.

January 2019

Steve from Impex

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Freshdesk is great and even better with Freshchat

The overall experience with Freshdesk is positive. I can't think of anything we've had issues with; Freshdesk is so easy to use, I have never contacted customer service.

Pros

Freshdesk is easy to use, intuitive, and easy to teach others to use. Most of the features are fairly common amongst ticket systems, but FreshDesk has them all. In addition, using Freshchat to turn complicated Live Chats in to tickets is very helpful and time saving.

Cons

There aren't any particular cons. Freshdesk is fairly comprehensive and reasonably priced.

January 2019

Arun from Lets Service Automotive Technologies

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

About Fresh Desk

Lots of time saved by using Freshdesk. Work flow, is ordered properly and scheduled with our colleagues.

Pros

The Most Friendly support tool I have ever used. Even in Mobile app the UI is Awesome.
Filtering queries and Issues much easier. We can figure it out, which are all the repeated issues.

Cons

The least is least here. I haven't found any much difficulty. If there option to commit the resolution date will be better.

January 2019

Ahmed from Dubai Electricity & Water Authority - DEWA

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

1 of 5

Customer support

5 of 5

Functionality

2 of 5

January 2019

A system that do the job

Its awesome and i recommend any company to use it

Pros

I like how simple it is to do the job specially the collaboration, the free services

Cons

It cost a lot to get the full suite, its very expensive

January 2019

Emily from Translation and Localization/Self Employed

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

January 2019

Using Freshdesk

Pros

It's intuitive and doesn't take hardly any training or searching to figure out what to do with it.

Cons

There's not a great forum for discussing ideas with other users of Freshdesk.

January 2019

Molly Rae from DaDa

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

January 2019

Freshdesk

Pros

I can use it to get IT help during my teaching, and find answers to questions.

Cons

The layout of the pages is not very intuitive, it can be hard to find what I'm looking for.