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

254 Reviews of Freshdesk

 

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Software Advice Reviews (102)
More Reviews (152)

Showing 1-20 of 102

jain from Lawrence foods
Specialty: Food & Beverage
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2018

January 2018

Freshservice - Full Featured, Easy To Implement & Use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

One of the best options out there for ITSM implementation is Freshservice. The simplicity is one of a kind. The platform is very user-friendly and intuitive, that means easy to setup and manage it. Complied by ITIL standards, Freshservice provides problem, release, change, incident, project management and beyond. I like the new UI, it's very refreshing compares to the old one.

Cons

It should have compatibility and native integration with SAP tools. Also, the inventory management should indicate in/out assets.for the different facilities. Other than that, it seems fair to say that this solution is one of the best.

Review Source
 
 

Navin from eLagaan
Specialty: Legal
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Too many features make it cluttered

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It has good feature set at attractive price points. Initially i could start for free and as we grew, the prices were reasonable

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
 
 

Amy from CSE Insurance
Specialty: Insurance
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Freshdesk Ticketing system and Chat

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Our Current Challenges:
Manual & optional data entry with the current vendor
Under-utilized system with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency

Pros

1> The major criteria of picking this was because Freshdesk had Freshdesk - RingCentral advanced integration, which will allow our telephony system to automatically create tickets on freshdesk.
Freshdesk automatically generates a support ticket once you finish a call on your RingCentral client. All relevant customer details are attached with the ticket.

2> Sync contacts to Freshdesk: We cpuld seamlessly access account history and context for every caller every time. Any new contact added to the RingCentral directory automatically syncs with the Freshdesk database and is associated with all existing tickets on file.

3> Automate support: We could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks including assigning tickets based on caller profiles, modifying caller properties.

4> We could create 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection.

5> We needed better reporting and root cause analysis of all our CSR calls and were doing it manually. Freskdesk dashboards served our purpose.

6> It was ITIL friendly which help integration of a company wide ticketing system.

7> Ticketing system plus Chat came at a lower cost than any other competition in the market.

Cons

1> With regards to other telephony VOIP services like RingCentral and Vonage, they have a basic integration and is not extensive. If you would like to build a custom integration with any of the VOIP providers they need to have a SI (System Integrators) to build based on our requirements, which works.
2> Reporting can be more customization. Right now its very static and does not support NLP based reports.

Review Source
 
 

Jorge from Summit Benefits Solution
Specialty: Insurance
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2017

December 2017

Easy to use and intuitive

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Keep doing what you're doing Freshdesk. You guys have built a great software.
I really like how easy, intuitive and customizable the system has been.

Pros

Their support has been phenomenal. They are quick to respond to questions through email.
I also like how customizable the system is. It's layouts and menus make it easy to make changes to the helpdesk.

Review Source
 
 

Que from CobbLinc
Specialty: Transportation
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

FreshDesk Experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

My team loves how user-friendly the program is. This allowed them to adjust quickly and become fully engaged with using Freshdesk. I loved that I could easily customize it to fit our needs without being on the phone with the Support team for hours. The best part about using this program is that I can easy access my account on my phone by downloading the app.

Cons

There is not a functionality to change the color layout in the agents view. Most of the fields are light grey as opposed to black. This would be one of the features I would suggest them looking into.

Review Source
 
 

Ryan from VisionMS
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Does its job, I guess

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

It works... for now.

Pros

Our employees like the badges they can get for answering our tickets in a timely manner. You have canned responses you can use.

Cons

Too many emails. I get 3-6 emails per ticket and I go through about 50 tickets a day. Plus the emails I get that I then have to forward in and create a ticket..... Woo. It would be nice if it integrated with our CRM for contact purposes.

Review Source
 
 

Vanessa from The Plaza Suites
Specialty: Hospitality / Travel
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Entering an issue is easy, straightforward. I get a response very promptly and the issue gets resolved quickly.

Cons

I cant think of any cons except that the appearance should be updated to make things look a lot nicer.

Review Source
 
 

Jessie from Life.Church
Specialty: Non-Profit
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2017

November 2017

Could use more features

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This is your basic helpdesk. If you want just a basic helpdesk with few integrations this product is right for you.

Cons

This product needs to have more communiction pieces as well as asset tracking to workorders. Without it, it is basically just an email inbox.

Review Source
 
 

Anoosha from Taashee Linux services
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Reliable software for Customer suport

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Quick initial response
Support understands customers’ issues
Good followup
Immediate help offered
Kept well informed
Knowledgeable team
No escalation required
Problems get solved
Quick resolution
Support cares about customers’ success
It’s easy to use – you can set it up easily and get started in just a couple of minutes.
Since the app is web-based, users do not have to undertake the hassle of maintaining a server. They can get regular updates on recent features and functionalities.
It is highly flexible and customizable in terms of integration and functionality.
The vendor offers reliable technical support and their helpful agents are quick to resolve if you have problems with any function.
It stores a large amount of information, including FAQs, which helps new users resolve issues on their own.

Cons

A few users have pointed out some minor issues with the software. For example, the reporting module can be improved and the premium packages can be a bit expensive per agent. But, its high-quality features and benefits means the cost is well worth it.

Review Source
 
 

Richard from Polaris Transportation Group
Specialty: Transportation
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

Freshdesk - saviour from email trap

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to setup. Easy to use. User adoption was fast. Support was great with helping setting system up and with any simple modifications. Value for the money is great. Uptime is great.

Cons

Users still love Outlook. Wish there were more custom mods available. Running different departments in Freshdesk is a problematic - users think in terms of emails - not tickets and do not follow rules of child tickets well.

Review Source
 
 

Matt from IdealU
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Projects Management Got Simplified

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Using Fresh-desk, project management has got simplified. We use it for all our projects and its easy to get status with 1 screen dashboard.
It helps our team to manage project status easily.

Cons

The UI could be more easy to use. Functionality works great but the FreshDesk team can work on improving the UI.

Review Source
 
 

Monica from Randstad
Specialty: Other services
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

New Ticketing System offers many bells and whistles

Ease-of-use

Functionality

Product Quality

Customer Support

Freshdesk is leaps and bounds better than the Issue Management Solution we were using previously at our organization. The biggest pain point we had was the ability to carry on conversations with ease of researching communication threads. Freshdesk absolutely hits that mark. I am excited to see how my organization will expand the tools offerings

Pros

Ease of communication
The ability to carry on multiple conversations in the same ticket
The ease of searching items
Custom Ad-Hoc Tags
Quick Merging of issues
Minimal Administrative tasks to manage open issues.

Cons

If you're an organization with multiple departments and different lines of business - it gets hard to customize the tool based on individual line of business needs. There are many configuration options but configuring and managing to different SLA's becomes challenging.

Review Source
 
 

Jorge from manesa
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

FreshDesk Free Version

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Good Software for a reason price.

Pros

very good software to manage open tickets, can help you track your helpdesk tickets, assign jobs to a technician and monitor how fast the issue was solved,

Cons

it sends a lot of emails.
Sometimes our customers does not use it to give us a feedback and without this is very hard to monitor a task assigned to an employee

Review Source
 
 

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

July 2017

July 2017

Use FreshDesk for support cases for small software company

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Pros

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

Cons

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

 
 

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

July 2017

July 2017

Advice from a customer service manager.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Pros

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

Cons

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

 
 

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

June 2017

June 2017

Best Tools for Help Desk and Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Pros

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

Cons

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

 
 

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

June 2017

June 2017

Easy to use help desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

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

Cons

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

 
 

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

June 2017

June 2017

Freshdesk-Nice product for support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

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

Cons

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

 
 

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

June 2017

June 2017

Best option for our organization

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Pros

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

Cons

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

 
 

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

June 2017

June 2017

New to Freshdesk - some small improvements required

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

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

Cons

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

 
 
 
Showing 1-20 of 152

Armando from Emida

January 2018

January 2018

Very good tool for our customers' 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
Pros

Very useful to document the needs of our clients, internal cases and has excellent reports that provide all the information we need.

Cons

The dynamic fields option cannot be used. The price is a bit expensive for the options offered if you have several agents in the company.

Review Source: Capterra
 


December 2017

December 2017

Solid help desk for the price

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

Was able to implement a cost-effective help desk solution that integrates with our CRM.

Pros

FreshDesk has great strengths in terms of being able to customize it for your company's specific workflows. Love the capabilities to implement our own templates to the look and feel in a very straightforward way. Gives you all the basic functionality required of a help desk.

Cons

The worst part of FreshDesk is their customer service. There is no way to bulk import tickets if you're migrating from an existing system without contacting their support team and having them do it. We waited over a month for our tickets to be migrated, at which point, there were new tickets that didn't get ported over. Unless you just have a question about using the software that their team can give you a canned answer for, their support team must be wildly overworked or else wildly inefficient because it will take them 9 years to get anything substantial done. Also, their support team isn't the best and the brightest when it comes to understanding your problem. That's been encountered repeatedly.

Under "needs improvement", they WAY oversell their integration with FreshSales. Turns out you can only sync 10 fields, so, pick your favorites.

Review Source: Capterra
 

David from RTL LLC

December 2017

December 2017

One of the best helpdesk tools out there

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

We implemented FD for a client and they love it. It is super easy to keep a track of all the customer conversations and also collaborate with other support team members.

Cons

Some of the add-ons can get expensive quickly. Like the chat option available for your customers, and premium support packages.

Review Source: Capterra
 


December 2017

December 2017

Easy to setup and administer, offers basically the same features as other leaders in the market

Ease-of-use

Functionality

Product Quality

Value for Money

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

we've been impressed by the amount of features offered (even though we aren't using many of them).

Pros

We are using the free edition and are very satisfied; some of the feature comparisons done found that it offers most, if not all, of the features of Zendesk but for a lower price point.

Review Source: GetApp
 


December 2017

December 2017

Trialled Freshdesk for 6 months

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

Brought some rigour into the help desk's management of cases

Pros

Simple to set up and use. I selected this from a number of other help desk type systems and it was very simple to implement

Review Source: Capterra
 

Lee from Accountant
Number of employees: 1 employee Employees number: 1 employee

December 2017

December 2017

Clean and 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
Pros

Very easy to use - So simple that you don't need any training. You can just use it!
Very easy to set up.
Great analytic tools
Very customizable - you can tweak menus and layouts exactly how you want.

Cons

In the past I found the iOS app very frustrating as it had lots of bugs. But they seem to have fixed them all now.
The software can be slow at times.

Review Source: GetApp
 

Abdullah from Car Pics 2.0
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Use it daily, it's quick and easy to get the hang of

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 ease of use does it for me the best, It's easy to adjust to, all the options are readily available.

Cons

The biggest thing for me personally is the little bit of confusion on the way things are integrated. I wish there was an easier way to create two different projects in one log-in

Review Source: Capterra
 

Karly from Amara
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Good help desk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

This one complies with the essentials. A great tool to keep organized your interactions and ticket with your customers.

Cons

There are some things offered by other software and for lowered prices. I have not seen the chat option available for your customers.

Review Source: Capterra
 

Re nauta from The Unicorn Group

December 2017

December 2017

It's great for streamlining all of your customer interactions in one place.

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 appreciate how I can track all of my customer conversations and collaborate with my team members.

Cons

It would be great if there was an app. There may be one but I'm not sure. That would make this software absolutely perfect!

Review Source: Capterra
 

Zach from Sweetbridge
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Freskdesk saves me hours everyday handling ticketing issues with our users

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 get the benefits of an easy ticketing system that is easy to use for customer service as well as for the end user.

Pros

I love the ease of adding tickets to Freshdesk, and their API. It makes my life so much easier. I like how easy it is for the end user as well.

Cons

I don't like how it looks. I feel like they could have a redesign of their front end and that would help out all of the end users.

Review Source: Capterra
 

Shannon from Plus One Virtual Solutions

December 2017

December 2017

A great customer service software with an even better price.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

FreshDesk is a great customer service software with an even better price tag.

Pros

I'd never used customer services software before FreshDesk, so initially all of the moving parts was a bit overwhelming; however, customer support is great, and they provide plenty of options for learning how to use the product. The dashboard is easy to navigate and when working with multiple agents, it's easy to see who is doing what, so that there is no overlap when handling customer service issues. It's also nice to be able to answer emails, blog post comments, see membership signups and payments all in one place. Being able to create reply templates was a huge plus that sped up our response time considerably.

Cons

We had a few issues receiving agent-to-agent notification emails. The search menu was limited, even for basic single-word searches.

Review Source: Capterra
 

Amanda from Amanda Joy Photography

December 2017

December 2017

It helps our team stay in touch

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 helpful to be able to use this software when there's an ongoing conversation about a technology issue and we want all the info to be in one place!

Cons

The direct line of contact with the IT team is a bit hard to remember at times. I wish there was a way to text or use an app or something.

Review Source: Capterra
 

Jacob from JP Industries

December 2017

December 2017

RUDE COMPANY EMPLOYEES

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

Nothing

Pros

Great software, Provides all the features you will ever need. They have chat built in with other great automation features

Cons

Rude employees from their support team, They threaten you with legal actions against you and threaten your business

Review Source: Capterra
 

Jenniffer from Emida
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Excellent customer support tool

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

One of the best customer service tools.

Pros

A very good tool to handle tickets, easy to integrate with other systems. Our company is using the trial version and has accomplished all our expectations.

Cons

I have used other softwares where prices are not that high. It is a good product but should keep in mind that cost might be high depending on your number of licenses.

Review Source: Capterra
 

Jordan from Rebox Corp.
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Easy Ticketing System to Set up

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 used it with one of my vendors to set up ticketing system for our IT. It was a good way to put in requests and see what is outstanding. It was nice to check in to see the status and what needed to be prioritized. It connects well with the apps you are using like Freshbooks.

Cons

Depending on what stage the ticket is at, the reminders may get annoying and hard to manage. Some stuff could slip through the cracks if the people using it are not dedicated and disciplined.

Review Source: Capterra
 

Anderson from Telecommunications

November 2017

November 2017

Good Help desk application

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 use, great thing is that you can integrate it with Google. Very friendly interface, a great tool to support your customers

Cons

Prices are a bit high compare with other apps, but the price is worth it as thie will make you job much easier.

Review Source: Capterra
 

James from Kelton
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Freshdesk is easy to setup and use, is reasonable value for money

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 helps us better organise, log and track our customers helpdesk calls, The customers can login to the portal and see the status of all their tickets.

Pros

All the features you would expect from a modern cloud hosted helpdesk system. Our customers like the oversight they have of their tickets through the portal.

Cons

The reporting is a bit light, we would like to see this extended. It is slightly more expensive than some of the competition.

Review Source: Capterra
 

Bridget from Idavee, LLC

November 2017

November 2017

Works well for a free service. I can't think of anything missing.

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 free! It's also easy to link up with your email so that if people send to a specified address, it creates a ticket.

Cons

It can be irritating if you don't log in much because all the tickets that you've responded to, in an email possibly, are sitting there waiting for you "overdue".

Review Source: Capterra
 


November 2017

November 2017

Freshdesk Customer Service and Collaboration

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

One of the best things that we enjoy about using Freshdesk is communication with Customer Support team and how quickly they are ready to respond to different opportunities in integration space and help our team progress further in our development efforts.

We find technical documentation in relation to Freshdesk API usage and webinars have always been very productive and healthy conversations that we have. Especially when it comes to learning new features about new products and services.

It is also one of the first companies to recognize our product in the space of Integration between customer support and product management for which we are very humble and grateful for.

People who represent Freshdesk with whom we came into contact with are very humble and truly care about its customers and customer service community.

Thank you, Freshdesk!

Cons

It is difficult to point out disadvantages. But I think that every software product evolves as market suggests it to evolve. And I think that customer base that freshdesk has on a regular base can better suggest on how to elaborate product in relation to its work flows and API freshdesk items accessibility. One of the things that we would like to see is easier access to API for retrieving Collections of Items that are related to Tickets or other Entities without relation to those Entities specifically. So if I would like to find out Ticket Types, I can get the Types. If I would like to find out Tags, I would like to grab Tags without knowing anything about any ticket...Just an example. Expanding lookup table functionality across the domain would definitely make API even more powerful and empowering for any team to use. But one of the great things about Freshdesk is presence of its Blog

Review Source: GetApp
 

Cassandra from Identified Technologies
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

You get what you pay for. This is a great option if you aren't willing to spend money on ticketing

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

Integrates with Elevio, JIRA, and other software we currently utilize
Allows multiple users form multiple platforms to all stay on the same page when it comes to support tickets
Great way to stay organized, allow customers to submit issues, and track ticket relations so you know exactly what area of your business needs improved

Cons

Not as clean or intuitive as some of the other support and ticketing solutions I've seen. I needed some assistance getting the integrations set up, and can't really rate it as far as support (haven't used it) and the value for money is what it is because it's free!

Review Source: Capterra