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.



1,242 Reviews of Freshdesk

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 1,242 reviews

December 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

easy useable and organization

Pros

easy to use
easy to custom
intuitive and accurate
reporting and detailed analisys

Cons

some feature, like "scenario", are possibile to apply only with a TL level, i don't think that could be a good idea beacouse it represents a limit for customer agent.

December 2018

Anonymous

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

Customer service management

Pros

Very effective software to stay in touch with your customers. And keep record of customer service activities. Good features and affordable price.

Cons

Fresh desk offering some features at very high prices. Basic and some cool features are affordable for everyone.

December 2018

Teresa Herbic from Author, Contract Writer

Company Size: 10,000+ employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Freshdesk Provides ease in CRM Process

Excellent product. Thank you!

Pros

Freshdesk is an exceptional software application tool for companies wishing to successfully manage their CRM base. It is simple for customers to create an inquiry ticket. A reference is assigned, and simple follow up processing is a result when you have an internal or outsourced partner working on these inquiries. Tasks are easily created and automated which helps to further ensure customer success.

Cons

I love Freshdesk and have grown accustomed to using it for one of my contract work assignments. I believe its a highly functioning system with great benefits.

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

The Name says it all - Fresh

After experiencing freshdesk for sometime now we can only say that we would by it again.

Pros

When a customer is after feedback for our products we want them to have help straight away not at some distant point down the track. This is when we can get the best result for them and us.

Cons

The initial training period is always a difficult bedding in time but we got through it.

December 2018

Simon from Nickel Keynesbury

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Fantastic Team Collaboration Software.

Pros

This software has really answered my team collaboration needs and makes work easy for me. It has wonderful features where incoming calls and notification pop-up in your help-desk. One can even convert calls and voicemails to ticket to be your by a team.

Cons

It a little difficult for non technical or unprofessional users to operate. It must be regularly be improve to attract more users.

December 2018

Jeremy from Sigma Oil Corp

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

2 of 5

December 2018

Good for the basics...

It gets the job done, but for the price I would not personally recommend this. Searching for anything in there is a complete nightmare and I just think there's probably better options for this price range.

Pros

- customized helpdesk for your own business (SLA rules, group filters, custome URL and forums)
- have experienced almost no downtime
- you can tie it in with other solutions like JIRA
- close customer support tickets without a notification going to them ;)

Cons

- the new 'mint' view is a huge pain
- searching is a joke. dont even bother trying.
- support agent statistics are almost never accurate.

December 2018

Marcelo from Loupen Tecnologia

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Freshdesk is the best support software

Pros

It's very easy to use, control tickets and more. The API is the best as well. It's very clear and easy to understand.

Cons

Nothing so far. I really like this software and I talk about it to everyone.

December 2018

Preethi from All Faiths Food Bank

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Perfect tool for scheduling projects

Good

Pros

Customization of the input fields. I can cc other colleagues while replying to a ticket.

Cons

Nothing.

December 2018

Kelsey from Choctaw Volunteer Fire Department

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great Service, Decided To Implement

Overall, my experience with FreshDesk has made quite an impression on me, and FreshDesk has exceeded all of my expectations and those of the organization as well.

Pros

FreshDeak solves a major problem for my organization; managing end user devices and providing end user technical support for an organization that has end users in numerous locations. FreshDesk has enabled us to build
a quality support portal that is able to contain every resource we need to make available to our end users, and our users have the ability to create support tickets if the issue can't be fixed without the IT Department's help.

Cons

There really aren't any cons that I can think of in using FreskDesk, maybe other than making the system totally customizable in a lot more ways than it currently is. Maybe something along the lines of a personalized login page and things of that nature.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

3 of 5

Functionality

5 of 5

December 2018

Great tool for customer support

Pros

I absolutely love the freshdesk interface. I've worked support in the past and freshdesk is one of my favourite ticketing solutions.

Cons

The pricing can be quite steep - especially for new startups that require more than just the free version.

December 2018

Kirill from Internet marketing agency Netpeak

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Convenient solution to automate tasks

Pros

We use the Freshdesk service to automate the performance of difficult tasks. The tool allows you to conduct surveys among customers to determine the degree of satisfaction. It is possible to create powerful reports.

Cons

The first drawback of the Freshdesk online tool concerns the task setting system: the service does not allow attaching additional files to tasks. The second drawback is that there is no tracking of client activity.

December 2018

Emmanueliza from Suyen Corporation

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

Freshdesk is Great!

Pros

Our clients just creating a ticket to raise their concerns and we'll be able to assist them and give some tech support with regards to the ticket. Really convenient and makes the consumer and supplier relation more strengthen.

Cons

The product is really basic and not all of the features you need is in this software. Looking forward for future upgrades

December 2018

stella from The Home Depot

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Freshdesk the cloud is your best ally for customer service

This is very easy to use software and the assistance to the clients of my company has improved considerably since we started to use it, without a doubt it is an excellent option to manage the customer service always keeping the order. In my case it was very useful test version offered by just registering on their website because I could get a little familiar with the interface and convince me to hire the paid version to use it in my company, I recommend it.

Pros

Freshdesk offers many advantages to the user, among them I can mention the excellent service
received by the user assistance staff, as well as the wide range of options to customize the
interface that goes from changing the colors of the theme to include the logo of the company with
which used. Using the cloud as a way of storage means that with this software we do not use a lot
of space on our computers and it is their best feature.

Cons

Compared to other software that have the same purpose I can say that Freshdesk has in general
terms more basic functionalities, I could also notice that if you want to change a user name then it
seems that the information of the previous tickets is deleted, it is Say, do not drag the ticket
history to the new name but rather it seems that you made a new subscription.

December 2018

Grigory from Global Services at Luxoft

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Cool application for working with clients

Pros

In general, I liked the tool. Very accessible and simple interface that allows you to quickly understand all the intricacies of the work and settings. The application can be a great start for a successful business at the initial stage.

Cons

The software is too simple and does not have enough features. With the expansion of business, we had to move to a more versatile tool. I want to note that the application is quite flexible, it can be improved at its discretion, but here everything depends on the nuances and direction of the business.

December 2018

Abdelhamid from AIY Expert Solutions

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Definitely my favorite customer support platform

Used this service for a freshly launched website and it was a great choice, everything was easy to set up and the free plan was more than enough which is something that can really empower entrepreneurs until they establish their business and upgrade to a suitable paid plan instead.

Pros

- Amazing and empowering free plan!
- Awesome features
- A wide range of integrations
- Modern and easy to navigate interface
- Very useful keyboard shortcuts
- Very easy to setup

Cons

I absolutely can't think of any cons, everything about this platform keeps on amazing me

December 2018

erika from Church

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

December 2018

Easy to configure

I use the version of 3 free licenses and the call center to which support is very small, works perfectly.

Pros

The system does not have many advanced options and allows you to customize the triggers, the inputs as emails in a very simple way, the configuration of users goes in function to defined profiles which is also very intuitive

Cons

I do not have points against the system, considering that it works perfectly for small calls centers

December 2018

MAYSA from Loupen

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

A great solution to have my tickets organized

Pros

Channel management (omnichannel)
Marketplace
Csat and Kbase

Cons

The app is not for customers, is only to the agents.

December 2018

Nicola from West Midlands Employers

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Very easy to use - flexible to your needs

The customer support staff are very friendly and helpful - nothing seems too much. I've always received a positive experience and our account manager is always on hand to help!

Pros

The Freshdesk system itself it very easy to use and has a friendly interface. Dependent on your package, you can create custom fields and brand the help desk to how you see fit.

The reporting functionality is great - informative and quick to use which is want you want for quick, high level data.

You have the freedom to use add training materials and develop this how you see fit - all in all, it's very simple and find that it's good value for money

Cons

When it comes to reporting on fields within your ticket - if these are removed, the data associated with it disappears which can be a stumbling block at times, however, with all reports - it's thinking about what field relates to what data

December 2018

John from Neuvision

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Freshdesk ticketing system review

Great cloud package for support ticketing tracking.

Pros

Clean look for submitting tickets for support. We are running the free version which works for many IT companies

Cons

If you want to customize the form, you'll need to pay for the use of the software

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Awesome Helpdesk Ticketing System‎ and its Free

Awesome Coustomer service, interaction with customer

Pros

Its a free software...Helpdesk Ticketing System‎

Cons

Need to make it more open platform for the users...