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

227 Reviews of Freshdesk

 

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Software Advice Reviews (95)
More Reviews (132)

Showing 1-20 of 95

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.

 
 

Rudy from Pastoe
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

How freshdesk changed our life...

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Their support guys are great.

Pros

Sharing the burden of thousands of request from our customers within our team, without dropping the ball

Cons

It still lacks some easy integrations like with Google apps and with crm software, so we only need one platform

 
 

Dev from Damco solutions
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

For initial it's good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It's a work progress tracking software. Suppose you are logged a complained the a tickets will raise and company will track your complain with tickets. Status update notification will come through mail. So you can easily know about your complain status.

Cons

Only have a issue with mobile app of freshdesk. user can not see any knowledge base information in APP.

 
 

Parvez from SGC Services Pvt Ltd
Specialty: Accounting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Very easy to work and expensive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have used this product for ticketing only, but what I like the most of it, is the way you can customize the ticketing overall, you can direct the ticket to the person you wanted to and is really easy to work on. The price is affordable even for a startup company.

Cons

The monthly payment and how only one user can use the program for the monthly payment. Also customers get confused that it says account was created they think they created another account with our program.

 
 

Colleen from 5 Stones
Specialty: Media
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Consistent basic functionality, but lacking in flexibility

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk has some great organizational tools and is great for basic customer service. Their ticketing system is very easy to use.

Cons

They have manual timing which means that each team you enter into a ticket you have to remember to start the clock which seems inefficient. They also don't allow you to have all callers go into the queue. Some callers go straight to voicemail which has caused many missed calls for my team.

 
 

Roy from PC Rescue Services
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Cloud Based Help Desk Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have been using Freshdesk since June of 2016. Overall good experience with the platform. It took some time to get everything setup the wy we needed it, but support has been great with assisting us. Freshdesk helps us keep track of customer communication.

Pros

Customer support is decent for not being in the US and the platform is stable.

Cons

Does not have much integration with our current billing system. Does not integrate with our phone system

 
 

Darren from Parkbench
Specialty: Other services
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Easy to use and gets done what you needs to be done. The ability to manage all levels of support from one dashboard offers streamlined convenience.

Cons

Would appreciate a cleaner way to sort our sent emails

 
 
 
Showing 1-20 of 132

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
 

Mark from Crossroads' Turning Points

November 2017

November 2017

Outstanding 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

We love the automation it supports and how much you are able to customize emails sent out to clients. Also, the internal notices are very handy and streamline services.

Cons

Some of the settings can be a bit confusing at times but customer support has done a good job navigating me through how to correct.

Review Source: Capterra
 

Michael from SpotOn Consulting
Number of employees: 1 employee Employees number: 1 employee

November 2017

November 2017

Freshdesk Helps Us to Never forget a client

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

Using the automation setups we never forget clients (tickets reopen after x days depending on their Priority)

Passing a client onto another go worker is one click away

The private notes between emails with clients is a life & time saver

Cons

Getting hold of customer support can sometimes be tricky. They offer great help but sometimes with a language barrier with more advanced requests

Review Source: GetApp
 

Bob from St. Andrew's Episcopal School
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Great lightweight ticketing system

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

In my office we love the fact that we were able to find a ticketing system that fit our needs. It wasn't too expensive and if we want more we can pay more for additional features.

Cons

I wish that the website auto-refreshed itself when new tickets come in. The UI to the mobile app sometimes is confusing.

Review Source: Capterra
 


October 2017

October 2017

Best customer support tool

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I like how much automation it supports as well as how much you can customize the emails sent to clients.

Cons

I dislike how confusing the settings are. I have had to ask for support multiple times and while they were able to help me, I would prefer to avoid needing support.

Review Source: Capterra
 

Preston from DentalCMO
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Works really great

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

This is where 90% of my work flow comes from. I use it all day every day at work.

Pros

Keeps my email inbox really clean I don't lose any of the emails that come through Freshdesk. ALl of my work is streamlined and put in one place

Cons

If I close a ticket and somebody adds a private note it doesn't notify me about it. The mobile app doesn't notify me when there are new tickets, only when I work on one or a client responds to a closed one.

Review Source: Capterra
 

Alessandra from E-quality Italia

October 2017

October 2017

A valid work friend!

Ease-of-use

Functionality

Product Quality

Value for Money

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

History of contacts with customer

Pros

A complete service desk portal, accessible to customer (if authorized) and agent.
The solutions are a very useful knowledge repository with public section and internal section.
The canned responses speed up and standardize the response to customer.
Collect all contact and tickets from a company makes Freshdesk a little CRM

Cons

Sometime a customer reply create a new ticket. The merge function creates many automatic notes that make the ticket reading difficult.

Review Source: Capterra
 


October 2017

October 2017

Easy to use, great way to organize requests

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

An easy way for me to submit requests to our webmaster and graphic designer. Allows for attachments and detailed info.

Cons

I have to enter my info in every time - there's no way to login and have the site remember my info.

Review Source: Capterra
 

Brent from PIF Technologies
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Great Support Ticketing Platform

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

low cost and low risk to implement. lots of cool features at fraction of price of ZenDesk

Pros

Our support technicians really like the ease of logging cases, metrics to manage defects and cases and the game system built into the product to reward tech's who get customer recommendations

Cons

There currently is no SugaCRM integration, so its difficult to track cases and see the case attached to the customer account record

Review Source: Capterra
 

Evelyn Grace from NU Car Rentals
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Easy to use customer support software suitable for keeping track of customer's ticket status request

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

It is very useful to my job is a customer service representative in dealing with customer's concern and coordinating with the team to resolve problems and different requests received from customers on a daily basis.

Pros

It is a user-friendly and easy to navigate customer service platform suitable for team management whether in a corporate or remote environment. Each ticket created are being tracked from open, pending, closed or resolved status. It also has the functionality to send emails to customers, suppliers and internal members of the team. It is quite flexible in adding different categories which are very useful for the entire organization in different departments in sales, customer service, accounting, billing and higher management.

Cons

To make it more perfect to use is probably add the functionality to be able to send SMS notification and response to different recipients in order to provide maximum customer service support.

Review Source: Capterra
 

Dan from ParqEx

September 2017

September 2017

Excellent platform for managing CS

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

The ticketing system workflow is pretty clear and efficient.

Pros

The best feature of FreshDesk is the overall ease of use. On-boarding new CS rep's is a breeze since the software is simple to configure and use.

Cons

My only complaint would be that the one time I called in for an issue, the hold time was roughly 7 minutes

Review Source: Capterra
 

Tom from BlueFrog Media

September 2017

September 2017

Very efficient support software. Makes it so easy to manage all queries.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Having the ability to check and create tickets at ease means that all clients can do so, without any confusion. Being able to customize the fields that are usable by visitors means that we can be really specific in the queries and it helps to know which queries are high priority and which are of a lower priority. It makes the customer support 10x easier.

Review Source: Capterra
 

Sourabh

September 2017

September 2017

It worth your money and provides all vital features you required.

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

First thing I like about freshdesk is easily availability trial, everyone doesn't like to provide credit or debit card detail to try a product or tool. It converts your email into a ticket for fast support.

Freshdesk has a great feature of integrating with apps like Google Apps, YouTube, Slideshare and other widgets that can increase your knowledge and help in providing best possible solution.

It has integrated Live Chat, Phone Support, and others. It also works with productivity tools and your CRM when you need to pull out customer information.

It is worth trying out.

Cons

Is lacking core functionality if your business adheres to ITIL. Some pricing ranges might be costly for some firms.

Review Source: GetApp
 

Jon from Helm Squared
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Excellent support desk

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

It streamlined our customer support management, aided in automation of support tickets and helps develop future plans for minimising issues.

Pros

Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs.

Cons

The platform pricing is a bit restrictive, it's completely free for unlimited agents yet if you want to upgrade it becomes vastly more expensive.

Review Source: Capterra
 

Steve from CUE
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Solid alternative to ZenDesk

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 setup and use. Good value for the price. Many of the same features as ZenDesk. Lots of pricing options to fit different needs.

Cons

Included chat has many limitations, some features/functions are harder to configure, phone connection is costly.

Review Source: Capterra
 

Gregory from Western University of Health Sciences
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2017

August 2017

Freshdesk is an excellent helpdesk 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

Freshdesk is easy and excellent to use from the administrative / technical agent side. The software is pretty flexible and has excellent escalation metrics.

Cons

I dont liek the way the way customer facing portal requires a login unique to the system, but this is a fairly small nitpick.

Review Source: GetApp
 

Vicky from ACE POS Solutions Ltd.
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Simple ticketing system with nice integrations. Could improve UX but excellent 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

Up and running in no time. We're happy we made the move from Zoho Desk to FreshDesk.

Pros

How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

Cons

The navigation is a bit odd at times. While it is simple, some functions such as adding new contacts or companies from tickets should be easier. Also, would be best if it would be possible to remove the "check ticket" button from the included knowledge base if we don't give customers access to tickets. Creates a number of questions otherwise.

Review Source: Capterra