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

489 Reviews of Freshdesk

 

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Software Advice Reviews (134)
More Reviews (355)

Showing 1-20 of 134

Paul from Government
Specialty: Advertising
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Good customer support tool

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Created better relationships with our customers as we're able to support them faster and share knowledge across the team.

Cons

The paid tiers rise sharply and when trying to use the mobile application it doesn't feel as fluid as the desktop.

Review Source
 
 

Han Wen from Premium Parking
Specialty: Hospitality / Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Basic Time tracking functionalities

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Basic Time Tracking functionalities, easy to use user interface. Has all the essential functionalities for basic time tracking.

Cons

It doesn't have a lot of advanced functionalities, ex. assigning multiple users to one ticket, and the analytics function provided is very limited.

Review Source
 
 

Mary from SC Technical College System
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Helpful and Well Designed

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I like the look of Freshdesk. It keeps all tickets organized and easy to find. The reports that are able to be generated come in handy in our meetings.

Cons

I wish it was able to be AD integrated. We had to enter in each employee's info so it can automatically be tracked. We only had to do it once, but it would have been much simpler with Active Directory able to be synced.

Review Source
 
 

Vagdevi from Santander
Specialty: Banking
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Best software to use it as helpdesk and even you can try for 3 months free trial which includes all the features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to use and anyone can learn without any prior knowledge and it also can be used through email which allows us to interact with customers.

Cons

Little expensive when compared to other tools and that to when you wanted to use reporting module you should require premium package. Though you can test it before you purchase.

Review Source
 
 

Gina from Sporting Goods
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Fantastic product; recent glitches

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Love love love everything about this software except for the recent crashes and slowdowns we’ve been experiencing.

Cons

As mentioned above, our team recently stumbled across some issues in terms of freezing, crashes and general slowness.

Review Source
 
 

Michael from The Spur Group
Specialty: Consulting
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Great tool for knowledge management and employee issues

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to use and administer both the ticket system and the articles feature. We are also rolling out the user forums and enjoy that so far.

Cons

It took a while to get implemented fully, but have been overall very satisfied. Some of the more advanced features seem to be pricey for our organization.

Review Source
 
 

Steve from ITH
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

A better customer support tool

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Freshdesk helps with customer support management. it helps with storing the data related to maintenance needed. Helps with resolving customer queries.

Cons

Provides good looking and easy to use forms to manage data. Custom reporting can be done easily using available options.

Review Source
 
 

Michael from Keka Technologies Pvt Ltd
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Always offer an instant customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Effective Ticket Management resulting good customer experience.

Pros

Assigning tickets was never been this easy, one can label the tickets and forward it to the right person.
- Whenever there is high traffic, over emails, calls or social sites, Freshdesk has an option to assign Agents (team members) to provide support, it helps to reply the customers on the right time, and not to miss out.
- The Android/iOS is also a gem, when we are on the move also, we can always support our customers, bringing good experience to them.

Cons

Though Moile application is a great tool, it still needs some updates, also for a startup - or mid-scale company, it seems like on a higher price side, but overall it can be a good option.

Review Source
 
 

Jordan from Sunland Home Care
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Excellent Support Platform For Our Clients

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk has provided excellent ease of use and communication with our clients when they have any issues and need our support staff's attention. This made our retention rate increase as clients were very satisfied with our responsiveness.

Cons

Freshdesk works as good as you and your staff works it. No support software helps unless there is a user there to drive it. As long as you put the support staff in you will be satisfied!

Review Source
 
 

Dave from MyBusiness
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Decent Helpdesk platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Supports Live Chat

Pros

Platform was pretty easy to setup and implement, some customizations were trickier (such as using our own domain name and getting a security certificate)

Cons

Support is not from North America, and we had to repeat our selves to the support team for them to finally get the message and solve our problem.

Review Source
 
 

Kate from locateinv.com
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Good product, free level is definitely enough to get started, price jumps quickly for higher tiers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The assigning rules are handy and notifications work well. It is convenient to be able to search by either company or specific requestor.

Cons

Mobile application is lacking. Paid tiers are pretty steep in price compared to similar systems. Definitely needs improved search functionality.

Review Source
 
 

Gregorio from SIMNSA
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

This application I use every day to support users and it is excellent.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I can not but praise this application is fantastic.

Pros

It allows you to support users by phone, email, social networks and by the system itself. It allows you to classify each case for future reports and take control of the followup, in addition keep the team informed with the base of knowledge included.

Cons

I can not think of any deficiency or failure, it seems a very complete and functional system, If you are looking for a ticket system, look no further this one is ideal for the IT department.

Review Source
 
 

Alonso from HealthCompany
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

Its good but difficult to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

it is a good option when it comes to giving support, you can create tickets using the web page, using email, using a floating chat that you can insert in your html pages and using facebook. Track work and time for each task, you can create groups of people. It is a good way to offer support to your users.

Cons

I have been using it for 2 years in my company, it fulfills its function well, but some menus are somewhat confusing, they have options that basically mean the same thing. Multilingual translation is partial, it does not offer a full translation.

Review Source
 
 

rohit from Integrated Resources
Specialty: Other services
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Used free version

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have used free version of it and it feels really great. It has simple web interface which you can access from anywhere.

Cons

there are as no such cons in this product but they can surely increase the stability as compared to other products in the market.

Review Source
 
 

Barney from MagView Support
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Difficult to get customer service to help, they provide standard issue repsonse, you can feel the customer fatigue setting in after the 1st repsonse to questions asked.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

There are better options, do a good review of all products on the market.

Pros

Does what most systems do, basics of the functionality work with range of acceptance. Now, FD is writing proprietary phone software, get ready for trouble.

Cons

Bad customer service, avoids difficult follow ups, takes escalation to get anything done. When we were being courted for the sale many promises were made that were forgotten after the deal was signed. If you are a marque customer things will go better for you since this is a marketing company that make support and other SaaS offerings.

Review Source
 
 

Maria from Verizon
Specialty: Telecommunications
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

The best way the make a good relationship with your clients

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

One of the biggest advantages of this app it is the possibility to work through iOS and Android, in this way you can do the support and manage your account in some many devices in only one time.

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
 
 

Myca from United Methodist Communications
Specialty: Non-Profit
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Intuitive and Highly Functional Issue Tracking

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

All organizations struggle with issue tracking, even with a platform in place. FreshDesk helps balance between so many details it becomes overwhelming and not enough information to get the job done. A great choice for small- to mid-size organizations.

Pros

So much better than attempting to track issues via email! FreshDesk has the "old fashioned" way beat easily with intuitive and highly functional issue tracking. Great customer experience for users, too.

Cons

There are some instances where some very software-focused language is used: "Create a ticket" for example may not make sense to normal people who want to request service. The ability to change some of this language and update the buttons would make a massive difference in being able to expand the product's use beyond traditional software build projects.

Review Source
 
 

Augusto from Libreria del Sur
Specialty: Distribution
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Excellent support tool to improve your own business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This is a very complete and useful app to manage the connection with your clients, you can use a lot of channels of communication in only one app.

Pros

This tool bring me the possibility to have direct contact with my clients through many ways, I can use social networks, telephone numbers, emails, and so many other option to always be connected with my cilents, the most important of all is that it is an app based in the cloud so all your information is safe for external attacks and you will not lost any data, and you can consult your information no matter where you are. Very useful app for business.

Cons

It can be a little overwhelming for people like who manage its own business manage all the options of communications that brings the app, so you have to focus in which of them are more important for your business and use that tools.

Review Source
 
 

Matthew from Salvation Army Kroc Center Hawaii
Specialty: Non-Profit
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

We enjoy it and highly recommend

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk has provided a lot of support to us as we learned it and implemented the software. We have since got other units on board with using it.

Cons

We haven't identified any issues yet. It's been such a great help to us as we desperately needed a customer support.

Review Source
 
 

Joe from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Perfect help desk software with quality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Help desk system is so intuitive that it becomes easy for a begineer to setup and understand all its features and use it instantly. they also have guides to walkthrough.

Cons

I have not seen after a ticket is resolved an information rolling out for how satisfactory was the experience.

Review Source
 
 
 
Showing 1-20 of 355


June 2018

June 2018

One of the best help desk platforms out there, but with its quirks

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

Incredibly affordable help desk system with an abundance of features and tools. Integrates almost flawlessly with the Freshworks platform to add calling, live chat, and an entire suite of apps.

Cons

Way too buggy. Out of all the tools our company uses, employees ask for help with Freshdesk most frequently. It is quite too often where a feature stops working, acts funky, or we get a case where we need to delete cache/cookies/history. Not a great tool for someone who doesn't know how to troubleshoot.

Review Source: Capterra
 

Darralann from VIPKID
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

VIPKID Teacher Loving Freshdesk!

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 love using Freshdesk to communicate with home office in China for my job. Also, it is a great way to communicate with fellow teachers around the country/world. We share ideas and contribute to discussion posts to help grow our community for the better.

Pros

As an online ESL teacher, I use Freshdesk daily to communicate with home office in China. I also use it to read and write discussion posts with fellow teachers. It is vital to my success for this job! The search feature is my favorite as I can search in any past discussion post or FAQ.

Cons

When I log into Freshdesk on my mobile internet (apple safari from iPhone), I am unable to view my past messages to customer service. Sometimes when I am not at home, I like to check or create a ticket to submit for my work and am unable to. This may have been a glitch.

Review Source: Capterra
 

Troy from The Social Proof Your Company Needs

June 2018

June 2018

We use this on a daily basis and it is 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
Pros

We use Freshdesk on a daily basis and it is a great tool to manage all of our tickets from our customers.

Cons

I would like an easy way to shut down one employees account and easy move all of their tickets to a new team member.

Review Source: Capterra
 


June 2018

June 2018

Easy Setup and implementation

Ease-of-use

Functionality

Product Quality

Value for Money

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

Easy customer response online and via mobile app

Pros

Freshdesk makes support management simple at a cost effective price. Setup was easy and straightforward including setting up our custom domain. Ticket management was simple to set up with customizable parameters. We liked being able to quickly use canned messages to provide immediate support. Responding to customers on the go was also easy with it's mobile app. We also likes automatic suggestions that gave customers possible solutions based on what they were asking.

Cons

Ticket creation via email sometimes created extra tickets or tickets from spam messages. This wasn't as easy to manage as we would have liked and often times required us to filter through tons of support tickets that were generated in error. Pricing was ok our small team, but became not so cost effective when adding additional agents.

Review Source: Capterra
 


June 2018

June 2018

Regrettable decision

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 only benefit we really get from Fresh Desk is a system to track new tickets. Older ones were migrated poorly, nothing is searchable by text, there is no support from their team, and we have frequent performance degradation issues. This was a regrettable decision which we are looking to rectify now.

Pros

Managing tickets themselves is pretty simple. The interface is easy to comprehend, even without much training.

Cons

This is one of the buggiest ticketing systems we have ever seen.
* Filtering is not always responsive; when you return to the ticket list, the filters are reset sometimes (and sometimes they are not), which is very cumbersome.
* Links from the automated system are often riddled with spaces that throw errors when you try to open them up. The link text does not match the hyperlink itself.
* Support is non-existent. Issues go on for years (literally, in some cases) without being addressed, despite assurances they are being fixed.
* The transition process was a nightmare. We were six months behind schedule, and the conversion was sloppy.
* There have been frequent service outages and degradation in performance in the brief time we've been with them. We have not experienced this level of performance with any other vendor.
* Calls are not returned, agents are impossible to reach, and we are extremely dissatisfied with the entire experience. We are actively searching for a new vendor already, and we have had it for less than 7 months.

Review Source: Capterra
 

Mariela from GB Advisors, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Great app for tickets for helping the support team to help customers.

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

Great value for money! Amazing software

Pros

Easy to use and configuration, great app for review all tickets generated by customers in one screen, you can manage your support team.

Cons

Nothing bad to say, its all winning point! grate value for money. Its an application that is worth to invest.

Review Source: Capterra
 


June 2018

June 2018

It was really easy to set up and deploy. The basic version is actually surprisingly feature packed.

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

You can get started by investing very little in it.
Easy to set up and deploy.
Decent amount of features.

Cons

Our users had some issues getting used to the interface.
Somewhat complicated to use when you are starting out.

Review Source: Capterra
 


June 2018

June 2018

Freshdesk has been an optimal part of our Customer Service team for several years.

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 biggest benefits of this software is the data that is provided - cannot say it enough. I know that our CS Manager has some troubles with their customer service when something is not working properly.

Pros

The biggest pro to Freshdesk is the data and metrics that are provided. We are able to keep track of our customer service team with very little questions because all of the information is available within Freshdesk.

Cons

There are times that the system runs slow or some calls cut out while our Customer Service team is handling an inquiry or problem.

Review Source: Capterra
 

Chris from Easier Accounting
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Good 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

They are constantly improving their systems. Friendly support. Good features. Lots of connections and integrations

Cons

The layout has been a bit of a bother. A few of the features you have to be taught how to use, meaning that it isn't always intuitive.

Review Source: Capterra
 

LAUREN from Anderson Security Agency

June 2018

June 2018

Excellent 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

It's very quick and easy to set up with little explanation to others on how the system works. It's great because it keeps track of all emails and requests and any other issues that occurred!

Cons

I am new to using this product so I don't have any complaints as of yet. I would recommend to anyone looking for a product that tracks all the following emails, requests, issues, and vendor contacts!

Review Source: Capterra
 

Doug from Apartment Services, Inc.
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

A simple 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

Fresh Desk was fairly easy to set up and start using. Little training was needed for our end users to begin using which gave Fresh Desk an high-value rating.

Cons

In my opinion, the software was a bit elementary in design both in function and look-and-feel. Also from the standpoint of the helpdesk provider, it was time-consuming to use.

Review Source: Capterra
 


June 2018

June 2018

Well, we are using this application to address queries of customers or personnel of Internal dept.

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

Managing various queries, Issues or doubts by organising or tracking thor' a unique ticket no. so to resolve in a timely fashion.

Pros

It's easy to track the queries/concerns and allocate of the same to respective department for the fast & efficient resolve of queries.

Cons

When a third party or the persons in the CC reply to the mail it creates another ticket which leads to creates unnecessary workloads of the admin.

Review Source: Capterra
 

Rahul from Chronosphere Technologies Pvt. Ltd.

June 2018

June 2018

Freshdesk has been a phenomenal element in our in-app support functionality right from the start.

Ease-of-use

Functionality

Product Quality

Customer Support

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

Their SDKs are pretty easy to integrate. I really mean it, it's like, add these 2-3 lines in your project and you're done. Happy chatting with your customers. Unlike most other products, their dashboard UI doesn't suck. It's actually pretty good.

Cons

SDKs doesn't provide too many options for customizations. Also, one time I had a compatibility issue open with their support team for ages without proper resolution.

Review Source: Capterra
 

Vilma from Cueva Social
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Great 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

I really benefited from freshdesk with everything related to communication with customers.

Pros

Freshdesk is an excellent software for any type of business; large, small, medium. Anything you need to organized your business is in Frshdesk.

Cons

I find freshdesk a little hard to use. It takes me time to learn how to use it. Maybe the technical support could improve this subject, and it would be amazing having more tutorials or internet support.

Review Source: Capterra
 


June 2018

June 2018

It does it's job, but there is a lot of maintenance required to keep it running

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

We get a fairly inexpensive platform that allows us to handle basic customer service needs. It also brings us some much needed organization to emails that we could not find anywhere else.

Pros

It's a great way to integrate phone and email services together for Customer Service. Especially for the price.

It keeps everything organized for customer service so they don't have to keep multiple windows open. They can use the phone, while on a chat, while reviewing an email. It's great in that regard when it does work

Cons

It's a very buggy platform. A lot of times, the phone feature will stop working all together, causing us to have to shut down for a few hours while we try to get it back up and running. The customer service is also not the best. Though, you can tell that they are equally as frustrated as the same issues are appearing but have not yet been addressed by the FreshDesk team.

Review Source: Capterra
 


June 2018

June 2018

Excellent choice for 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

One of the best helpdesk software options on the market. They do a good job of trying to be customer focused.

Pros

Freshdesk uses a very simple and easy to understand interface despite the fact that it ties together conversations from a number of different sources including social media as well as email, phone, and web chat. I like that it supports multiple time zones and languages. I think it can fit most industries right out of the box. If not, there are dozens of ways to customize it. Pricing is reasonable for the lower levels and they do offer a limited free version.

Cons

Set up can be difficult and there doesn't appear to be very many tools to help you out. Their premium level seems over priced. I'm not a fan of the "game mechanics" that try to make support more fun but I give them an A for effort. I would like to see stronger integration with Salesforce.

Review Source: Capterra
 

David from Shelton Ogle Enterprise

June 2018

June 2018

Freshdesk equals a relief in 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

The thing I like most about this software is that it is very easy to use and everything is cloud based.

Cons

The thing I least like about the software is the GUI/Interface. I think it should have more color to ease the eyes on differentiating the layout.

Review Source: Capterra
 


June 2018

June 2018

Solid customer service ticketing 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

Very easy to use and customization is easy by users vs having to go through their PS team. Slack integration is nice feature.

Cons

Interface isn't great and sometimes takes more clicks to get where you want to go then it seems like it should

Review Source: Capterra
 

DAVID from Thales Group

June 2018

June 2018

Excellent platform to be connected with customers through different social channels such as twitter

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 support platform is great for any company that needs to be in fast and efficient contact with their clients, they can be in communication through different ways, including by phone with their call center, have an active chat where they can ask questions and participate with them proactively, so that the work becomes more entertaining and exciting this application has something very special that is the mechanics of games so that your team earn points such as medals and trophies, is a safe and reliable service, You can integrate surveys to measure the attention and speed of the answers of your work team

Pros

it improves the integration with the client, to be able to give quick and precise answers, it is easy to create and edit, it works perfectly for small, medium and big companies as it is the case where I work, through the tickets one can be assigned to each Responsible person, one or more people can answer the ticket, private notes can be made internally with several people on the work team, you can format your answers, check the status of the ticket easily, the best thing is that each analyst has his Inbox where you see all your assigned tickets, you can categorize each of the tickets, Each ticket that comes to your helpdesk can be prioritized, categorized and assigned automatically

Cons

Seldom the software is a bit slow, I can only add that because the platform is really good and easy to use, I have not had any problems with it

Review Source: Capterra
 

Joseph from hotelleriesuisse

June 2018

June 2018

Very productive to manage Support Cases

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

Ease of Use -> I can configure Freshdesk with little help from customer service. Furthermore, I didn't need to explain everything to my colleagues, how to use Freshdesk. It is self-understanding.

Cons

I dont know what i don't like. Until now, I am happy to use Freshdesk and if I am struggling with something, customer service always responds very fast.

Review Source: Capterra