About Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers, and monitor key performance metrics with powerful analytics.


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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

2,335 Reviews of Freshdesk

Average User Ratings

Overall

4.49 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(1,337)

1,337

4 stars

(814)

814

3 stars

(122)

122

2 stars

(23)

23

1 stars

(14)

14

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 2335 results

December 2019

User Profile Picture

Juan Pablo from Grupo Axento

Verified Reviewer

Company Size: 11-50 employees

Industry: Management Consulting

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

December 2019

Great ticket management software

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pros

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Cons

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Reasons for Choosing Freshdesk

Cost +features and it should cover the most important requirements we had at the time.

Reasons for Switching to Freshdesk

We needed a better way to support our clients and SLAs and time tracking where urgent.

May 2021

Omnia from Wego

Company Size: 51-200 employees

Industry: Leisure, Travel & Tourism

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

May 2021

With Freshdesk you can manage all your support channels in one place!

It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans

Pros

What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response

Cons

It's only 3 cons: 1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages 2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost 3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one

Reasons for Choosing Freshdesk

More features with affordable prices

Reasons for Switching to Freshdesk

We were looking for more advanced reporting dashboards and workflows customization. Also we had a separate Live chat service but With Freshdesk we can manage Freshchat also at the same time

June 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

2.0

Functionality

3.0

June 2021

Good helpdesk tool that needs better integration between its own Freshworks suite.

We can manage support requests much better with Freshdesk, and it has helped reduce response times and support quality as a result of that. Nevertheless, their support and the lack of a single widget for Freshchat and Freshdesk is not great.

Pros

The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations.

Cons

Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients. Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing.

Reasons for Choosing Freshdesk

* It offered better SLA tracking than the alternatives. * The setup was much easier than Salesforce. * Their client management was better than what Help Scout could offer at the time. * The Sales team/CSM team was much better than Zendesk during our first interactions.

Reasons for Switching to Freshdesk

We switched as Intercom did not offer SLA tracking and merging of messages, resulting in losing track of important client issues.

April 2021

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

April 2021

Good Customer Support Platform

Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.

Pros

FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas

Cons

We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.

Reasons for Choosing Freshdesk

Jira is a far more complex and extensive platform

Reasons for Switching to Freshdesk

Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.

June 2021

Gina from MyMediabox

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2021

How my Support Agents are Superhero's!

Without Freshdesk we would have to provide support totally through email. With multiple agents in different time zones it would be a nightmare not to have a ticketing system. Please we can keep track with unresolved issues so our customer's can rest assured we have not forgotten about them.

Pros

Freshdesk is full of features and functionality that is super easy to implement and use. My company provides support for over 55,000 users worldwide. We have Agents across the globe and are able to quickly resolve customer problems, collaborate with the team experts and give our users quick access to self-help with our packed knowledge base full of solutions.

Cons

Only quirky thing is on our customer satisfaction surveys, it doesn't always show the exact person who gave the response when multiple customers are involved in a support ticket. I've made the request to Freshdesk and they have it for future consideration, which is completely understandable as I also work in software support.

Reasons for Choosing Freshdesk

Freshdesk seems more user-friendly with both functionality and the user interface.