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

607 Reviews of Freshdesk

 

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Software Advice Reviews (136)
More Reviews (471)

Showing 1-20 of 136

John from Financial Services
Specialty: Other
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2018

July 2018

One of many Help Desk vendors

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

The interface is easy to use and intuitive. Consolidates all our tickets and support questions from multiple sources with ease.

Cons

Freshdesk seems to be one of the newer products in the Help Desk space. There is still functionality and features that need to be built out to compete with other vendors. Things like automation and categorization of tickets.

Review Source
 
 

nagendrs from indextra ab
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

good support platform freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Should think sbout opening attachments and highlighting the contents of attachments to that of contents of ticket

Pros

Canned responses
Merging of tickets
Knowledge base is available variables are useful
Attachments are acceptable.

Cons

Does not automatically relate the tickets of same user.
Ssslow ui variable usage is not prompted for context just lists attachments are not opened by default.

Review Source
 
 

Paul from Government
Specialty: Advertising
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Good customer support tool

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Created better relationships with our customers as we're able to support them faster and share knowledge across the team.

Cons

The paid tiers rise sharply and when trying to use the mobile application it doesn't feel as fluid as the desktop.

Review Source
 
 

Han Wen from Premium Parking
Specialty: Hospitality / Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Basic Time tracking functionalities

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Basic Time Tracking functionalities, easy to use user interface. Has all the essential functionalities for basic time tracking.

Cons

It doesn't have a lot of advanced functionalities, ex. assigning multiple users to one ticket, and the analytics function provided is very limited.

Review Source
 
 

Mary from SC Technical College System
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Helpful and Well Designed

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I like the look of Freshdesk. It keeps all tickets organized and easy to find. The reports that are able to be generated come in handy in our meetings.

Cons

I wish it was able to be AD integrated. We had to enter in each employee's info so it can automatically be tracked. We only had to do it once, but it would have been much simpler with Active Directory able to be synced.

Review Source
 
 

Vagdevi from Santander
Specialty: Banking
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Best software to use it as helpdesk and even you can try for 3 months free trial which includes all the features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to use and anyone can learn without any prior knowledge and it also can be used through email which allows us to interact with customers.

Cons

Little expensive when compared to other tools and that to when you wanted to use reporting module you should require premium package. Though you can test it before you purchase.

Review Source
 
 

Gina from Sporting Goods
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Fantastic product; recent glitches

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Love love love everything about this software except for the recent crashes and slowdowns we’ve been experiencing.

Cons

As mentioned above, our team recently stumbled across some issues in terms of freezing, crashes and general slowness.

Review Source
 
 

Michael from The Spur Group
Specialty: Consulting
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Great tool for knowledge management and employee issues

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to use and administer both the ticket system and the articles feature. We are also rolling out the user forums and enjoy that so far.

Cons

It took a while to get implemented fully, but have been overall very satisfied. Some of the more advanced features seem to be pricey for our organization.

Review Source
 
 

Steve from ITH
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

A better customer support tool

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Freshdesk helps with customer support management. it helps with storing the data related to maintenance needed. Helps with resolving customer queries.

Cons

Provides good looking and easy to use forms to manage data. Custom reporting can be done easily using available options.

Review Source
 
 

Michael from Keka Technologies Pvt Ltd
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Always offer an instant customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Effective Ticket Management resulting good customer experience.

Pros

Assigning tickets was never been this easy, one can label the tickets and forward it to the right person.
- Whenever there is high traffic, over emails, calls or social sites, Freshdesk has an option to assign Agents (team members) to provide support, it helps to reply the customers on the right time, and not to miss out.
- The Android/iOS is also a gem, when we are on the move also, we can always support our customers, bringing good experience to them.

Cons

Though Moile application is a great tool, it still needs some updates, also for a startup - or mid-scale company, it seems like on a higher price side, but overall it can be a good option.

Review Source
 
 

Jordan from Sunland Home Care
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Excellent Support Platform For Our Clients

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk has provided excellent ease of use and communication with our clients when they have any issues and need our support staff's attention. This made our retention rate increase as clients were very satisfied with our responsiveness.

Cons

Freshdesk works as good as you and your staff works it. No support software helps unless there is a user there to drive it. As long as you put the support staff in you will be satisfied!

Review Source
 
 

Dave from MyBusiness
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Decent Helpdesk platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Supports Live Chat

Pros

Platform was pretty easy to setup and implement, some customizations were trickier (such as using our own domain name and getting a security certificate)

Cons

Support is not from North America, and we had to repeat our selves to the support team for them to finally get the message and solve our problem.

Review Source
 
 

Kate from locateinv.com
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Good product, free level is definitely enough to get started, price jumps quickly for higher tiers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The assigning rules are handy and notifications work well. It is convenient to be able to search by either company or specific requestor.

Cons

Mobile application is lacking. Paid tiers are pretty steep in price compared to similar systems. Definitely needs improved search functionality.

Review Source
 
 

Gregorio from SIMNSA
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

This application I use every day to support users and it is excellent.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I can not but praise this application is fantastic.

Pros

It allows you to support users by phone, email, social networks and by the system itself. It allows you to classify each case for future reports and take control of the followup, in addition keep the team informed with the base of knowledge included.

Cons

I can not think of any deficiency or failure, it seems a very complete and functional system, If you are looking for a ticket system, look no further this one is ideal for the IT department.

Review Source
 
 

Alonso from HealthCompany
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

Its good but difficult to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

it is a good option when it comes to giving support, you can create tickets using the web page, using email, using a floating chat that you can insert in your html pages and using facebook. Track work and time for each task, you can create groups of people. It is a good way to offer support to your users.

Cons

I have been using it for 2 years in my company, it fulfills its function well, but some menus are somewhat confusing, they have options that basically mean the same thing. Multilingual translation is partial, it does not offer a full translation.

Review Source
 
 

rohit from Integrated Resources
Specialty: Other services
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Used free version

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have used free version of it and it feels really great. It has simple web interface which you can access from anywhere.

Cons

there are as no such cons in this product but they can surely increase the stability as compared to other products in the market.

Review Source
 
 

Barney from MagView Support
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Difficult to get customer service to help, they provide standard issue repsonse, you can feel the customer fatigue setting in after the 1st repsonse to questions asked.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

There are better options, do a good review of all products on the market.

Pros

Does what most systems do, basics of the functionality work with range of acceptance. Now, FD is writing proprietary phone software, get ready for trouble.

Cons

Bad customer service, avoids difficult follow ups, takes escalation to get anything done. When we were being courted for the sale many promises were made that were forgotten after the deal was signed. If you are a marque customer things will go better for you since this is a marketing company that make support and other SaaS offerings.

Review Source
 
 

Maria from Verizon
Specialty: Telecommunications
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

The best way the make a good relationship with your clients

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

One of the biggest advantages of this app it is the possibility to work through iOS and Android, in this way you can do the support and manage your account in some many devices in only one time.

Cons

The UX was very traditional and didnt offer a very clean look. I was facing challenges in using the product to its best.

Review Source
 
 

Myca from United Methodist Communications
Specialty: Non-Profit
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Intuitive and Highly Functional Issue Tracking

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

All organizations struggle with issue tracking, even with a platform in place. FreshDesk helps balance between so many details it becomes overwhelming and not enough information to get the job done. A great choice for small- to mid-size organizations.

Pros

So much better than attempting to track issues via email! FreshDesk has the "old fashioned" way beat easily with intuitive and highly functional issue tracking. Great customer experience for users, too.

Cons

There are some instances where some very software-focused language is used: "Create a ticket" for example may not make sense to normal people who want to request service. The ability to change some of this language and update the buttons would make a massive difference in being able to expand the product's use beyond traditional software build projects.

Review Source
 
 

Augusto from Libreria del Sur
Specialty: Distribution
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Excellent support tool to improve your own business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This is a very complete and useful app to manage the connection with your clients, you can use a lot of channels of communication in only one app.

Pros

This tool bring me the possibility to have direct contact with my clients through many ways, I can use social networks, telephone numbers, emails, and so many other option to always be connected with my cilents, the most important of all is that it is an app based in the cloud so all your information is safe for external attacks and you will not lost any data, and you can consult your information no matter where you are. Very useful app for business.

Cons

It can be a little overwhelming for people like who manage its own business manage all the options of communications that brings the app, so you have to focus in which of them are more important for your business and use that tools.

Review Source
 
 
 
Showing 1-20 of 471


July 2018

July 2018

User-friendly, nice interface, a breeze to work with support tickets.

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

Working on a ticket with multiple team members is awesome and escalation to different teams.

Pros

The interface and how fast is it to reply to tickets. The menu on the left is perfectly placed to access the dashboard and reports quick.

Cons

The interface but was already fixed with a makeover and now we have the mint theme, it looked really old and not pleasant to the eye.

Review Source: Capterra
 


July 2018

July 2018

simple and transparent

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

The software provides tracking of my requests and responses from software provider. This makes the follow-up easy and confortable.

Cons

As a user of a software application, I requested support and was to sign up at freshdesk. It was clear at the beginning why this sign up was required and how freshdesk comes into play.

Review Source: Capterra
 

Lizette from HISENSE SA

July 2018

July 2018

Freshdesk Review

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

Very easy to use, friendly and helpful staff, easy to satisfy our customer, helps with turn around times

Cons

Real-time updates

Review Source: Capterra
 


July 2018

July 2018

I've set up Freshdesk as a day to day - ticket handling system for a global support 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

My business has mostly benefited from the automated email handling rules and responses.

Pros

Easy to use for a small to medium business.
Easy to use for support desk personnel.
Automated ticket handling and escalation/delegation feature.

Cons

Setting up a multilingual automated email response system is a bit quirky and fidgety.
The user still needs to retain knowledge about internal processes, and the system.
Could have more options on how much/little information is shown on different screens.

Review Source: Capterra
 

Jerome from Socomore
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2018

July 2018

We are really happy using Freshdesk

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

Better team organization in emails management.

Pros

The tool is easy to user, reporting features are really advanced and help us drive our activity. Scalable.

Cons

I don't have munch cons for this software. The one thing that would help us deploy to more use cases would be a lower price.

Review Source: Capterra
 


July 2018

July 2018

Quick and to the point! We use Freshdesk every day and its good to know they have our back!

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

Daily running of our support service is made a lot easier with Fresdesk

Pros

Allows us to manage and report on many issues as well as highlight common issues that need to be addressed.

Cons

Its not a deal breaker however I am not a huge fan of the Archiving process, we used to search and use old solutions a lot. We have had to adjust how we use Fresdesk.

Review Source: Capterra
 

Robert from Exabyte Development CC

July 2018

July 2018

An indispensable tool in my business

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

Enables me to be effective in my business and ensures satisfied clients. Provides me with full control and visibility of ticketing status.

Pros

Powerful functionality, easy to use, superb support and affordable. The software provides a professional representation of my business and ensures happy clients as all issues and requirements can be handled efficiently without ever dropping's the ball

Cons

One or two minor areas that could be more intuitive but certain these will be attended to. Eg is selection of from/to periods. Find the mobile application to not be that good or comfortable to use.

Review Source: Capterra
 

Sadie from Morgan McKinley

July 2018

July 2018

Great, Akankshya was very helpful and pleasant to deal with!

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

It's easy to use and it helps us to create a better experience for our customers in turn. The customer service team in Freshdesk are always extremely helpful if we ever have any issues.

Cons

There is nothing really that I dislike about the software. We do have some glitches sometimes but as mentioned it is usually resolved fairly quickly.

Review Source: Capterra
 

Subramanian from CGI

July 2018

July 2018

Freshdesk is a great tool for support but needs to be differentiated from ITIL based tools.

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

Insights of tickets

Pros

Intuitive, ease of use. It has an API, which allows you to fetch information from the system. You can have different views based on groups. Filtering and sorting information . Reports / Charts which talks about current status of tickets. Data analysis.

Cons

Need more of ITIL based as it involves service request, change management, problem management etc...

Review Source: Capterra
 

Justin from TruBrain

July 2018

July 2018

We made Freshdesk a core contributor to our tech stack and haven't looked back!

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

Freshdesk is intuitive, easy to use, and facilitates a smooth interaction with our customers. They have plenty of 3rd party extensions and even have a web-app Freshchat that we recently integrated on our site. Their customer service is top notch as well!

Cons

They have a lot connections to external services, but would like to see some more robust connections so that we can not only connect, but filter by the data from those 3rd party apps.

Review Source: Capterra
 

Charles from Kirkland Media Group

July 2018

July 2018

Easy 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

It allows us to respond to tickets faster and keep track of whats happing.

Pros

I got this after leaving zen desk. I think this was agood move. Client are having a easy time using this software. Looking at the value scale this has the most features and works with our CRM

Cons

Not a huge fan of the agent user interface. I know this is a small thing. But I think it not as simple as it could have been.

Review Source: Capterra
 

Sean from BBRents
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

We used Freshdesk to help with customer feedback to different departments

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 did not get any benefit from this software

Pros

It is very easy to setup initially. All you need is an email address and the server settings to get started.

Cons

It does not really do much that we needed it to. It just did not help us very much with customer feedback.

Review Source: Capterra
 


July 2018

July 2018

If you need to manage tickets Freshdesk is very easy to get started with.

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

Freshdesk was our first ticketing software solution and I liked the fact that it is literally minutes to get started. The workflow is easy to setup and very intuitive.

Cons

The user interface is a bit old and when dealing with a large team the eagle's eye view and dashboards are not as good as some of the systems focussed on larger teams.

Review Source: Capterra
 

Swati from Truebil

July 2018

July 2018

Awesome team!

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

Easy to navigate and for each section they have provided "know more option" wherein we can see / explore new things and understand functions properly

Cons

Could be better if we can create dependent check boxes as well just like dependent drop downs.......

Review Source: Capterra
 

Victor from eSolutions Data Management
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Essential and easy to use tool that keeps fast-paced support environments under control.

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 makes my job so much easier that it has become an essential tool. I can keep track and coordinate with whole team through just a few clicks.

Pros

- User-friendly graphic interface;
- Good integration with third-party applications;
- Interesting scenario automation features;

Cons

- Software has occasional difficulty in keeping unique ticket threads merged and creates separate tickets instead;

Review Source: Capterra
 


July 2018

July 2018

We use FreshDesk for our customer service database

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

It's super easy to use and alter to your direct needs. We've been able to integrate multiple apps so it is our only hub for all of our customer support

Cons

The customer support is difficult. No one can easily answer a question. They released an upgraded version but do not have the apps we need integrated into the update still.

Review Source: Capterra
 

Andie from Michigan Economic Development Corporation

July 2018

July 2018

Easy, affordable, integrated with Salesforce

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

Mostly I like that we have integrated the app within our Salesforce for Single-Sign-On. With Salesforce being our central point for all employees, it makes our agents to more likely use the product right away with just a click of a button away. Very easy to set up and use.

Cons

I least like that the IP whitelisting option is in the Forest option. I feel like this particular feature should be part of a more affordable plan.

Review Source: Capterra
 

Carolyn from OBDS
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2018

July 2018

We really like this ticket system! Very good support also!

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 a ticket system that give us the ability to be organized in our request from clients and to make sure every one is taking care of. Very reliable system!

Pros

Freshdesk is a very good ticket system and it is very reliable! They have very customer support! We have been using this software since 2014 and we are very satisfied!

Cons

The format pages for email could be a little bit better in the display on the site. Sometimes the copy/paste from other software to the webpage of Freshdesk doesn't display properly.

Review Source: Capterra
 

Robin from Castle Water (Scotland) Ltd

July 2018

July 2018

Freshdesk is a really intuitive system that is now indispensable to us.

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

Helps us manage our workload. Our processes are constantly being developed, and Freshdesk gives us the scope and flexibility to keep increasing our efficiencies.

Pros

Ease of use. Ability to customise/add fields and create our own solutions, even on the most basic version.

Cons

It would be great to be able to remove merge tickets from searches and if we could assign "to do's" to other Agents within the same ticket.

Review Source: Capterra
 


July 2018

July 2018

Loving It

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

Accountability, metrics, customer queries can be dealt with by others.....they do not just sit in an inbox operated by one person.

Pros

Always been hard to see metrics against performance/customer service. This is great in making accountability for customer service across the whole organisation.

Cons

We still need to send mass communication from outlook re-directing responses back to freshdesk. Would be good if you could do it all on one platform......if you can and I haven't found it, please delight me!

Review Source: Capterra