Other Software

More Help Desk Software

Freshdesk software

896 reviews(4.5/5)
896 reviews(4.5/5)

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.

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

Popular Guides Featuring this Product

Freshdesk appears in the following software guides:

896 Reviews of Freshdesk

Showing 1 - 20 of 896

Start your review of Freshdesk

Click to start

  • David from Qualtech Technologies Inc.

    Number of employees: 11-50 employees

    September 2018

    Amazing Software for The Cost!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    No longer am I receiving multiple emails a day from users needing help or asking for tech support. It's all in one place, it's tracked, and solutions can be saved for future use in a knowledge base.

    Pros

    Considering I'm still running a free version of FreshDesk with a sample size of my users to test I'd say the biggest pro is the cost! If you have a small organization then you can easily utilize the free version of FreshDesk to handle all your support ticketing needs. Even once you upgrade to a paid version the cost is still the cheapest I've come across. Also having access to the mobile iPhone app is great!

    Cons

    One thing I was frustrated with was during the FreshDesk setup. When a user follows the link to your login portal and creates an account it still requires the admin to go into the Contacts and hit the "Send Activation Email" button so they can create a password and move on. My users were confused and it took some extra steps to get setup but I understand from a security standpoint so not just anyone can sign up under your organization.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Abhishek from Indypay Technologies Pvt Ltd

    Number of employees: 2-10 employees

    September 2018

    Easy ticket management at right pricing

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It was very positive experience - would like to use the same product for rest of professional career

    Pros

    1. Easy user interface
    2. Great documentation
    3. Community support is awesome

    Cons

    In free (sprout) version, only 1 email is fixed, 2 emails can be provided - might be life-saving for startups - with these 2 email support I am sure, next time I won't look for an alternative!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Kamna from Headphone Zone

    Number of employees: 51-200 employees

    September 2018

    #1 in Helpdesk Software 2018

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I'm happy! So far, so good.

    Pros

    It's the industry standard for most e-commerce companies in India today. My favourite thing is the super prompt and super helpful customer support over chat and email. The Shopify integration is extremely useful for daily support interactions.
    I also love that they have a Klipfolio integration. It's extremely insightful!

    Cons

    Pricing could be better. Ability to create custom reports down to pivot styling is lacking. We would also like advanced reporting tools to measure NPR using Shopify customer data.

    We've gone through Zendesk and Zoho Desk and by far Freshdesk has proven to be pretty good, but it's quite expensive too.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • vigneshkumar from Srushty Global Solutions Pvt Ltd

    Number of employees: 11-50 employees

    September 2018

    Impressive Ticket system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Best way to handle your customer inquires. Best in the market.

    Pros

    Really good in the market when compare to other software. It also helps to handle the customer in a smart way.

    Cons


    To be frank I doesn't found anything bad about this software. It simply impressive.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    September 2018

    Great

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

    Great Software with all possible features one might desire. Great after sales support as well.

    Cons

    Freshcalling is not yet available in India

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Bradley from Hungry lion Head office

    Number of employees: 201-500 employees

    September 2018

    Brad's review

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

    The Interface is very easy to use and can be mastered by anyone

    Cons

    The tickets fields do not update as they should be.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Alina from Vola.ro

    Number of employees: 2-10 employees

    September 2018

    Very good for start ups

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall it was a very good experience. We were a startup and needed this for our 2 agents customer service department. We handled inbound through emails (tickets) and phone calls. This product was very good for our business.

    Pros

    Easy to configure and use
    Good value for the money
    Possibility to customize a lot of things (email responses, canned responses, etc)

    Cons

    I found more difficult the way of searching a 'client' in the database (searching by phone or email) and find all the communications made with that client (phone calls and tickets)

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    September 2018

    Freshdesk is awesome

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We've setup a proper support workflow, one that makes sense, and that allows us to focus on the job.

    Pros

    -ease of use
    -simple design, but a lot of features
    -well thought of structure

    Cons

    -when releasing a new version, it is not always compatible with freshdesk apps that you've build yourself

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Tina from PizzaExpress (Hong Kong) Limited

    Number of employees: 51-200 employees

    September 2018

    Service review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall the experience is good, it helps us to gather all the emails into the system and handle it systematically.

    Pros

    It's easy to use, export the report and setting some rules to re-direct some emails to the appropriate group.

    Cons

    Not enough to cover the re-direct feature between other platform and mailing system.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Duncan from The Social Collective

    Number of employees: 11-50 employees

    September 2018

    The Perfect all round tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The support is amazing and the logic behind the problem they are solving works really well; it is stopped me from trying out many tools (along with the integrations) that solve this problem. They get it and I am excited for future products from the Freshdesk team.

    Pros

    It helps us at The Social Collective maintain a professional standard as we grow the business and it gives my small team accountability with the room for the team to grow.

    Cons

    Some features don't work perfectly, but they are covering a wide based of needs.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Barney H. from Chastain Websites & Ecommerce Promotion

    Number of employees: 1 employee

    September 2018

    Online Cloud Accounting for Dummies

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Exceptional. I used the Sprout plan at first and upgraded when I had more clients.

    Pros

    Intuitive invoice creation, tracking, and A/R. Tracking billable hours is easy and simple, as is organizing time under projects and subject matter. Works equally well in browsers or in-app. Simple to bill by credit card through Freshkesk or Stripe. The reports and views of your business A/R are excellent for visualizing your business and export in a nice format for taxes or documenation.

    Cons

    I wish there were more invoice templates.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Siddhartha from DailyRounds

    Number of employees: 51-200 employees

    September 2018

    Reliable & stable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Very great

    Pros

    The implementation of logic is flaw less. Nothing breaks however high the volume may be.

    Cons

    The overall look.. thankfully you can customise the colours

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Sunita from Va tech ventures

    Number of employees: 201-500 employees

    September 2018

    I got a response on time and was very helpful.

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

    It is user friendly and dosnt have to face much issues.

    Cons

    Nothing much. Just had to face issue once, but support team helped me.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Amber June from PawLoyalty Software

    Number of employees: 11-50 employees

    September 2018

    Freshdesk - Great Features and Support

    Ease-of-use
    Functionality
    Quality
    Support

    I like Freshdesk. There's a lot of features in the software that are helpful. It can sometimes be hard to understand all of them at first, but once you dive into the software, it's very helpful in streamlining the ticketing process.

    Pros

    I like the support. They were very quick to respond when asking for direction and questions.

    Cons

    I think they are working on this but I would love to be able to see my chat history with my clients. Sometimes they end the chat too quickly and I need to access their chat info to complete the service call. Again, I think they are working on it, but it's currently a feature that is not included.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Juan Carlos from BMAT Music Innovators

    Number of employees: 51-200 employees

    September 2018

    A good platform to manage incidents with customers

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall experience is great, we have our customer support portal and we use to provide help to our customers and also to attend any need they have regarding the service we provide to them.

    Pros

    Freshdesk is mostly intuitive and provides most of the options you might need to manage your own portal.
    What I like the most and, in my honest opinion, is the key for Freshdesk success is the support they provide not only for managers, but for standard users. Top quality support indeed.

    Cons

    There are some options regarding admin panel that could be improved, for example the creation of dispatcher' and observer' rules, its not very intuitive but still you can manage to figure it out, and also you have the good support to users.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Alain from Ubikwi - Super Geek

    Number of employees: 11-50 employees

    September 2018

    Intuitive, robust and awesome customer support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I have been using Freshdesk for 2 very differents businesses and it always delivered. My favorite part is the Customer Support who has always been very efficient.

    Pros

    It's intuitive: you can set up your own helpdesk in a few clicks and begin to support very quickly.
    It's robust: the down times are very, very rare.
    The customer support is amazing: they are reactive and very efficient, even when you are on a free plan.

    Cons

    The new "Mint" version has some lag issues from times to times but nothing too bad.
    I find the first plan prices a bit steep for small companies.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Kevin from Decent Juice Co.

    Specialty: Distribution

    Number of employees: 2-10 employees

    September 2018

    Not so fresh..

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    Great tool for managing customer inquiries and complaints for several types of businesses. Integrations are plentiful.

    Cons

    Set-up was not too informative and even after navigating the platform for quite some time, did not feel as if everything made sense. Zendesk was much easier to set up and implement.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Alex from VoIP

    Number of employees: 11-50 employees

    September 2018

    Freshdesk and FreshSales User(s)

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Good, Positive, and Satisfied.

    Pros

    Easy to use and I am a Gmail user which integrates well with their product(s). Whenever I reach out I either get a call or response with an email in a timely fashion for customer support/with a solution.

    Cons

    Nothing so far, I've had the pleasure of working with Freshdesk at two different work places.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Jesse from SECNY FEDERAL CREDIT UNION

    Number of employees: 11-50 employees

    September 2018

    Only Thing Missing...

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    This is reliable, fast and interactive software that everyone on my team loves (unfortunately for us agents).

    Cons

    It's lack of asset management software integration/options/

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    Great E-Commerce Tool!

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    I have 2 jobs both in e-commerce and I wish both jobs used fresh desk. Fresh Desk is very modern, very sleek and Is SUPER easy to use.

    Pros

    Phone calls, Chats, E-mails ALL ON ONE SCREEN.

    Easy to use ticketing system

    Cons

    Although it is done to make it easier for the customer service rep to get each ticket created completely, I kind of wish my reps could take on additional calls even if they haven't finished creating a ticket from a previous call.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
Do you use Freshdesk?Write a Review
In just fifteen minutes, the experts at Software Advice can help you narrow down the right software for your organization. Call us for a Free FastStart Consultation: (844) 852-3639