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

382 Reviews of Freshdesk

 

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Software Advice Reviews (125)
More Reviews (257)

Showing 1-20 of 125

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
 
 

Han Wen from Premium Parking
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Simple time tracking software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Simple to use and easy to keep track of time. Can set priority and due date. Can assign to a specific agent.

Cons

Not a lot of other functionalities. It would be good if there's more integration between freshdesk and other softwares ex. outlook, excel...Note section might need a little improvement. Also not a lot of ways to collaborate between two or more people. Can only assign to one person.

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
 
 

Matthew from Salvation Army Kroc Center Hawaii
Specialty: Non-Profit
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

We enjoy it and highly recommend

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk has provided a lot of support to us as we learned it and implemented the software. We have since got other units on board with using it.

Cons

We haven't identified any issues yet. It's been such a great help to us as we desperately needed a customer support.

Review Source
 
 

Joe from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Perfect help desk software with quality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Help desk system is so intuitive that it becomes easy for a begineer to setup and understand all its features and use it instantly. they also have guides to walkthrough.

Cons

I have not seen after a ticket is resolved an information rolling out for how satisfactory was the experience.

Review Source
 
 

Vincent from Hayer Bishan Singh & Sons Ltd
Specialty: Hospitality / Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Why we chose Freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It is easy for us to implement it with our current business plan. We are also able to add more channels to cater for our growth in customer support.

Cons

Despite the resources offered by Freshdesk, our employees still needed further training on how to handle very difficult customers.

Review Source
 
 

Eric from Vision
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Monitor the Ticket Queue from afar!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Ticketing must!

Pros

Clean, simple and packed with features! The integration with our current helpdesk solution was a breeze! Sometimes I like using the mobile app even more than the main helpdesk solution on desktop for ease of use!

Cons

There are some tags and drop downs that don't populate on the app, but it's not really a big deal. These are non-mandatory tracking fields.

Review Source
 
 

Sunny from IdealUser
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Best help desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The program itself is user friendly and very in depth. Customer support is knowledgeable. The best thing I like about this software is customer support.

Cons

It would be nice for more feature requests to make their way into the final product. reporting module can be improved

Review Source
 
 

Brad from Kforce Inc.
Specialty: Software / IT
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

March 2018

March 2018

A cloud-based helpdesk software that streamlines customer support.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have consulted with 3 small to medium size companies to help manage the implementation process for this software. I have really enjoyed working with the support team over at Freskdesk. They are always helpful and fast to respond. What I love about this software is that Freshdesk is a cloud-based software that easily integrates into several subsystems and provides the flexibility to use it in several channels. this product also has a special mobile application that is userfriendly and very convenient.

Cons

The only thing I am not fond of is the pricing. It can be a little pricey for smaller businesses.

Review Source
 
 

Miguel from MiAGon LLC
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

A Helpdesk solution for any sized business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Freshdesk is a great helpdesk application that really competes with the 'big guys'... not only with features, but with price as well. Freshdesk has an amazing and intuitive import feature unlike its competitors. It allows you to import your customer details effortlessly.

Pros

Freshdesk offers various subscription levels to fit any business need... including the free 'Sprout' plan. Freshdesk is easy to setup and use. The 'Sprout' plan offers essential ticketing, FAQ solutions library, customer list, and reporting. For a more robust and feature rich experience, Freshdesk offers 4 additional paid subscriptions, each adding more capabilities from time tracking, satisfaction surveys, custom domain mapping and teams to enterprise solutions. Freshdesk has a great dashboard that provides exceptional visibility at all times.

Cons

The only con I can find is the inability to save custom reporting. I can only speak for my experience using 'Sprout' and 'Blossom' subscriptions' reporting capabilities. This would be great to have... to create a report template to reuse and not have to constantly build out the report.

Review Source
 
 

George from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Great customer support and powerful ticket management solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.

Cons

There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.

Review Source
 
 

Mejdi from Gulf Solutions
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Clear tool to follow up issues

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Design and user friendly tool for issue tracking. Experience of the operator is wonderful and all data required is there for a very good issue follow up.

Cons

Colors and themes of the software should be configurable for a better customization. I think that this feature could be developed.

Review Source
 
 

James from MSP Remote
Specialty: Software / IT
Number of employees: 1 employee Employees number: 1 employee

March 2018

March 2018

Freshdesk is a Great HelpDesk Solution

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

Freshdesk has helped our company support multiple clients quicker and more efficiently. The pricing model starts off free and in scalable to your business needs and the features and support are awesome.

Cons

I wish they had some more integration for remote software such as logmein or splashtop that would make this software much more attractive.

Review Source
 
 

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

February 2018

February 2018

Replying customer queries got easier

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Freshdesk brings innovation to manage customer queries. It helps getting timely notification and hence replying queries got easier.

Cons

The notification system can be configured from admin settings. Other settings can be managed easily as well.

Review Source
 
 
 
Showing 1-20 of 257

Lucas from Fitmanager

April 2018

April 2018

Handy program for your support team, but visually unatractive

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 like the easy way you can answer your clients and setting a status to the email. Also it's very easy to use, making it almost plug and play.

Cons

The only thing is you get a different email address which means people will still email to that address, even when you don't use it anymore.

Review Source: Capterra
 

Aby from Car Pics 2.0

April 2018

April 2018

I use this support desk daily and it's honestly one of the best!

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 love the ease of use for this product, everything is laid out for you in such a manner where things are easily accessable

Cons

I wish there was a way to separate different divisions within the program, having all of the users in one pool can be difficult..

Review Source: Capterra
 


April 2018

April 2018

We've only used the free platform of this, and it worked well for creating a basic knowledge base.

Ease-of-use

Functionality

Product Quality

Value for Money

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

A free place to store easy to access information for our agents.

Pros

It was free, and provided us a quick short term solution to a bigger issue. We got all of the information needed in the knowledge base so our team has an easy to use reference.

Cons

For a free service I don't really have any room for complaints. It's easy to use. It's not the prettiest but, it does the job.

Review Source: Capterra
 


April 2018

April 2018

Efficient and robust

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 makes tracking customer support issues easy. Tickets can be moved between teams or individuals. There are many automation options that help manage ticket assignment, replies to customers and more. The customer service is always quick, friendly and efficient - even though we don't always get the answer we want. :)

Cons

For a small company with a small team, it can be a little expensive, but they do have graduated plans (fewer features, less cost). The reporting features aren't as customization as we would like and don't always meet our needs.

Review Source: Capterra
 

Douglas from Snowdrops LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Allow yourself to take care of the customers the best way.

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

As for a businessman, time is crucial for me and that is why most of all I like that fact that I spent really a bit of my time to implement the system inside my company. The functionality part of this software is also amazing. Creating tickets and cards takes very a little of time, you can create any type of task, with deeper detailed information or with superficial data, just as you wish. So I can say that our customers supporting scheme now works much more effective and helpful than it used to before.

Cons

My team of supporting notified me about the impossibility to redact or change some fields of cards(tickets). I think it would be more logical to allow us to change everything that we need in this tickets and create our own templates with which we would work more conveniently.

Review Source: GetApp
 

Brent from NerdBox

April 2018

April 2018

Love the tool - possibly the best help desk software I've ever used! Highly Recommended!

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

Its free level is very robust and can handle most ticketing needs. It is also easy to use and integrates with many popular tools.

Cons

I wish there were more features for the free level - like branding - but it honestly doesn't have that many flaws!!

Review Source: Capterra
 

Tori from Social Media
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

It's good but it is still not as straight forwar as a standard inbox

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

At the moment - only adding team members to a discussion

Pros

You can tag other colleagues / agents into messages, add notes and appear to be able to merge created tickets together

Cons

It is clunky and temperamental if your internet connection is even slightly slow. It automatically filters messages at times and takes a bit of getting used to. Some filters cause more confusion than being seamless from my use of it so far and it refuses to close tickets at times when all fields have been completed. Makes more work than less at the point. Can't use on mobile devices, it goes bonkers.

Review Source: Capterra
 

Kimbra from Soulcentric LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Excellent product for better 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
Pros

Freshdesk is smooth, clean, efficient and easy to use. It is an excellent support channel for users, which allows you to create tickets through e-mail, web forms, social networks, and other features. Freshdesk helps us consolidate customer support from two platforms, both on the website and on the app. Never before has control, search and filtering been so simple. The setting with Freshdesk is simple. They have several articles of help that will help you start everything you need. In addition, if you are migrating from other help desk systems, they have available integration options.

Cons

I do not like how some screens shrink, so it's hard to see things at the agent's end. It would be nice to extend some windows inside functions, and also have options to save certain export filters that were created within a certain time, rather than few days.

Review Source: GetApp
 


April 2018

April 2018

Fresh(Help)Desk Experience? Awesome!

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 no longer use inboxes to track issues, which results in better tracking and results for clients. Also, we can use past tickets and issues to develop a knowledge, both internal, for specific clients, and internally. We have looked at a lot of tracking software, and FreshDesk is the best!

Pros

Easy to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing. Freshdesk is a wonderful issue tracking software.

Cons

I'm most sad that the FreshSuite doesn't have even more software options. They do such a nice job with the software and interface that I feel it's copied by other helpdesk software. A real gripe is lack of real customer support. It's either via forums, that don't always get responded to well, or email, which may go back and forth multiple times before reaching a solution. But, I do have to say that a solution was always reached by support for my issues, so that's a real plus!

Review Source: Capterra
 

Joseph from Twang Systems
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Intuitive and powerful support engine

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 is a great service that provides integrations with all services and programs that you use daily, to keep your products aligned with the user's needs. Freshdesk offers a very good interface for your support team to address issues and feedback from our customers. Also, Freshdesk integrates with social media accounts and gathers feedback from these channels as well. We currently use Freshdesk as our sole ticketing system. It provides a support entry point for our online customers when they need help.

Cons

I have not found anything that I don't like yet. Only one wish, I would be delighted if Freshdesk app could also allow viewing and adding solutions in the knowledge base, it would help for employers who are mobile.

Review Source: GetApp
 

Michael from FAST

April 2018

April 2018

Aside from a few missing features and occasional speed/access issues, a great and simple 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
Pros

Freshdesk is the simplest and easiest to use ticket system that I have come across. Its relatively simple to get up and running, and adding/removing agents (without affecting reports) couldn't be easier. There are a large number of plugins available, and we can create our own automation with their version of macros (for example, I have an email go out to the ticket creator if a ticket was created during off-business hours). In my experience, configuring such automatic replies and other simple reactive actions is much more difficult in other ticket system tools, and Freshdesk aces this.

Other than that, I have never lost anything - nothing is better than reliability. We're approaching 100,000 total tickets, and accessing ticket number 1 is just as easy now as it was when we first rolled out the solution.

Cons

While there is a great amount of available plugins, I'd like to see more. Some rudimentary settings such as disabling users from the ability to "delete" tickets is not available - that should be a simple configuration setting. Better reporting functionality and customization would be appreciated, as there is not a ton of configuration settings around that. Change management functionality would be a huge plus.

Review Source: Capterra
 

Dominik from Schiebetüren-Profi
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Great Tool for Customer Support

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

- MultiChannel-Customer Support
- clear Ticketsystem / easy to use
- free SproutVersion
- Ratings for Operators

Cons

During our testing we had system speed issues.
The speed was characterized by strong fluctuations.

Review Source: Capterra
 

ANTONIS from www.antonisdelta.com
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

We use this software at the reception of the Studio, to manage the income calls and emails.

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

To manage the customer service and deal with incoming calls and emails with customers.

Pros

Me & my secretary are using this platform to manage all the incoming messages and scheduled appointments. It's very professional and easy to use.

Cons

It should provide a wider selection of themes / design layouts. Customization could a plus in selecting different colours and themes according to every customer or company.

Review Source: Capterra
 

Pamela from Best Buy
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

You will like working with 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
Pros

This software has many useful functions such as live chat, ability to automatically create templates, integrate your team's pages into Facebook and Twitter, creating reports and monitor performance. If you are looking for an assistant that will make your work faster and more efficient then Freshdesk is exactly what you are looking for.

Cons

The only difficulty that our team faced was the configuration of this software, but it was worth because now our work has become more automated and controlled.

Review Source: GetApp
 

Roberto Carlos from Abstracta Studios AG, C.A.

April 2018

April 2018

The most beneficial thing is to keep the customer happy. It is a great tool to manage customer inf.

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

What I like most about this product is that you can organize the different customer service channels in one place.

Pros

What I like most about this product is that you can organize the different customer service channels in one place. That saves a lot of time. Currently many clients interact through social networks and this software made my work much easier.

Cons

I have no complaints about this app. Maybe I can improve some features like looking for customer information. And the price seems a bit expensive to me.

Review Source: Capterra
 

Andrew from LongerDays
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

FreshDesk is strong but with that comes a bit of a learning curve.

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 has helped us keep our team and our clients all on the same page.

Pros

FreshDesk is a really strong program that allows multiple people in your team to have input and keep track of different current issues with your clients. It's really powerful as a helpdesk software, but also great as a ticket and project management system. We even had a developer design a time use widget so we can track client time use right in FreshDesk. It allows our customers to see how much of their time has been used with their client login and sends us notifications when they are close to out of time.

Cons

The learning curve can be a bit steep. If your team isn't completely on the same page about how to use FreshDesk and it's different settings, you won't get the full value. However, if you can get everyone on the same page, the reporting functions can be really stellar.

Review Source: Capterra
 


April 2018

April 2018

Freshworks (Previously Freshdesk) is great solution for making the customer experience a great one.

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 could easily able to make the customer experience for my product super cool and easy.

Pros

I used the application for my own startup. There are many product lines with the Freshworks(previously Freshdesk). They are super awesome. Especially the Hotline product, which is super easy to integrate the chat in the application.
- Their customer support product is good to make all your channels in single place
- Their free version actually helps in evaluate the product and we can see if its a best fit for our company.

Cons

- One thing I felt as a con is - The SDK which I have used might have needed more customisation feature

Review Source: Capterra
 


April 2018

April 2018

Freshdesk keeps me organized!

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 simple, easy to navigate and keeps me organized. I like how I can keep all customer requests together in one thread. The mobile app is great too!

Cons

As a newer software, it tends to have some hiccups in system, but it seems like they're continually working on it and doesn't bother me.

Review Source: Capterra
 


April 2018

April 2018

Ticketing at its best

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

Gather every lead in the same interface and manage it with multiple coworkers. Nice for live support.

Cons

The interface is kind of disturbing at first. A lot of features or settings to set, and I'm not a developer myself.

Review Source: Capterra
 


April 2018

April 2018

It was a pleasant experience using Freshdesk for organizing customer support and troubleshooting.

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 is simple to use and we can get started quickly.
* The get started video was really helpful.
* There is a lot of room for customizations.

Cons

* The knowledge base feature needs a lot of refinements.
* It is really difficult to customize the article HTML as per our needs.

Review Source: Capterra