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.

Dashboard
Dashboard

Dashboard

Ticket summary

Ticket summary

All tickets

All tickets

Ticket

Ticket

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



1,116 Reviews of Freshdesk

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 1,116 reviews

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Sean from Commonwealth//McCann

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Without Freshdesk, our help desk would be a mess

Very good! Don't know how we could do our job without it!

Pros

It's just a wonderful solution to streamline and assign requests. We have a sister agency who operates out of a shared mailbox, and they'd be much better off with Freshdesk helping them manage and delegate!

Cons

I can't find anything I'm not happy with. I've dealt with many ticketing systems, and Freshdesk is the easiest to use and most attractive.

Review Source: Capterra

Zac from Meyer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Great for the price

Pros

Price, User interface, initial setup is straightforward

Cons

Cannot customize Agent portal Dashboard or color scheme,basic reports

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

-

Pros

Quite easy to use and layout of the page is nice

Cons

emails bounce back every now and then, which is not good

Review Source: Capterra

Richi from Erasmith Technologies

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Regarding Customization

Pros

The best feature of Freshdesk is it's feature of customizations, custom app, external app and so on.. It give us ease to add any functionality.

Cons

Documentation need lil improvement by adding some more examples of custom apps

Review Source: Capterra

David from Syslog

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Easy to use and good value for money

I’m managing help for SaaS product

Pros

It’s very easy to use, the support team answer very fast and they are willing to help. The iOS app is very well done, and cherry on the cakes it’s cheaper than competitors (I was using zen desk before)

Cons

Well they redo a complete new frontend, for me it’s a “plus” but some people maybe get lost. Anyway you can still use the old one.

Review Source: Capterra

johnny from V7international

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Solved Buggs quickly

Pretty good overall experience would recommend

Pros

after the new refresh, everything is easy to use.

Cons

it could be a little bit more intuitive

Review Source: Capterra

Justin from Seatbeltplanet.com, LLC

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Easy to use and straight forward

Very posititive experience. We haven't need much tech support, but they've been very helpful when we have.

Pros

It's easy to use and helpful to track customer interactions.

Cons

If the "from" and "to" emails are the same, a ticket is not created. Our website forms were naturally this way, so we had to create a work around.

Review Source: Capterra

Ed from Zoup Fresh Soup Company

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Freshdesk Review

Pros

Easy to use. Has lots of features. We are only using the entry level plan and it meets most of our needs.

Cons

Unable to have different users with different plan levels.

Review Source: Capterra

Udo from SAM4industries GmbH

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Great Experiences and Support

we are managing our hotline and email traffic within our group

Pros

it's easy to use and really helpful for us managing the daily customer requests. It's scalable and easy to integrate with existing web pages and mail systems.

Cons

at this moment there is nothing i would say worth to post here

Review Source: Capterra
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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

A brilliant piece of software

Pros

Ease of use, Speed, Brilliant UI and very helpful support

Cons

The overall cost of the software but this was overcome by the features

Review Source: Capterra

Abirami from Kaleyra

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Overall Awesome

Awesome :)

Pros

User-friendly and use to handle and extract things

Cons

None.. Just increase the file sharing size via Freshdesk that would be great help

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

FReshdesk Mint

We are using Freshdesk as a customer support software and sales CRM. The overall experince has been very good.

Pros

Ease of use and keyboard shortcuts. The UI is quite chic.

Cons

Some bugs in the software like the ticket fields does not get updated.

Review Source: Capterra

Shabaz from lets service automotive technologies pvt ltd

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

About Freshdesk

We are working for information technology company, Where we will be having Tickets for system issues, So fresh desk keeps us up for tracking issues.

Pros

really awesome experience i had on Freshdesk, Very good software for Ticketing tool,

Cons

This tool keeps track for each Ticket raised for any issues, and even teamwork goes very good.

Review Source: Capterra

Jeff from Firstlogic Solutions, LLC

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Very good value and easy to use.

Freshdesk is providing exactly what I need for tracking and resolving customer issues and inquires without a lot of extra unneeded functionality that you find in many of the other customer support packages. Customers do not even have to log into the support portal to use the system. It can all be accomplished via email which makes it very easy for my customers.

Pros

I needed a customer support ticketing system for a small software company. Freshdesk/Freshworks fit my needs very well. No cost to get started with the basic package. It was very easy to setup and begin using almost instantly. The tiered packages will suite us well as we go and our needs expand.

Their customer support is outstanding and pretty responsive.

Cons

Some of the controls are a little small and thus more difficult to find and select.

Review Source: Capterra

Alice from VIPKID

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Freshdesk is simple and functional

Freshdesk helps me communicate with my employer and is easy to use.

Pros

Freshdesk has clear categories and drop-down menus for communicating clearly with a company.

Cons

Freshdesk asks me to log in each time I visit, and is therefore not connected to my login information with my company.

Review Source: Capterra

Yakov from Hysolate

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Freshdesk make our support process easy and automatic

In the last month I rebuild our all Freshdesk system almost from nothing. The support I got from the Freshdesk team is amazing and I was able to achieve almost anything I needed. The supervisor and Observer features can do almost anything.

Pros

It's easy to use and almost everything can be automated.

Cons

That i can't add colleagues as read only for the system. only paid agents can be added.

Review Source: Capterra

Farida from PMFTC

Industry:  Other

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Freshdesk Review

Pros

Freshdesk is good in customer service and good in business to keep you customer with their files. All my documents are safe.

Cons

Always demand internet connection, as of now there's no cons. Easy to use and useful!

Review Source

Erin from Barry Plant Real Estate

Number of employees:  1,001-5,000 employees

Ease-of-use

Customer support

Functionality

November 2018

Freshdesk ticketing system

Pros

Freshdesk makes it easy for our Marketing Department to stay organised and on top of our tasks. There's a user-friendly dashboard which gives a simple overview of tasks that are overdue, due now, pending and tasks that are new and need to be allocated. Via the admin section, it's super easy to customise categories for customers and task types and there's an extensive range of reporting options. As a Manager it allows me to oversee the team's workload and delegate tasks more efficiently. It also gives us transparency over the workload and communication for each of our clients. The support team at Freshdesk have also been great whenever I've needed help.

Cons

I can't think of any cons about Freshedesk. The platform provides everything we need in a ticketing system.

Review Source: Capterra

Enrico from Legal Services

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Best value for money

I'm using it to handle the support function in my company, both for prospective and existing customers. So far so good

Pros

Much easier set up than competitors and price, local support in Brazil

Cons

Even though it is easier that other solutions, I find it challenging to understand all features

Review Source: Capterra

Cedric from Beehively

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Consistent Quality

I've been using Freshdesk at two separate companies over the last 5 years. Consistently they have shown themselves to be industry leaders in customer engagement software.

Pros

Ease of use, connectivity, features, communicaiton with customer support

Cons

Certain features only being accessiable to higher priced tiers

Review Source: Capterra

Displaying 1 - 20 of 1,116 reviews