Freshdesk Software

Freshdesk Software

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Recommendations

FrontRunners 2022

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About Freshdesk

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

Freshdesk Pricing

Freshdesk is priced per support agent per month, and has 4 different plans. Free- $0 (unlimited free agents) Growth- $18/agent/month billed monthly or $15/agent/month billed yearly Pro- $47/agent/month billed monthly or $39/agent/month billed yearly Enterprice- $83/agent/month billed monthly or $69/agent/month billed yearly

Starting price: 

$18.00 per month

Free trial: 

Available

Free version: 

Available

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Freshdesk User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 2,439 reviews

Anonymous

Time used: Less than 12 months

Review Source: Capterra

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

May 2021

Client Friendly Ticketing System

User Profile

Andrea

Verified reviewer

Company size: 11-50 employees

Industry: Consumer Electronics

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

April 2022

The best alternative to Zendesk

We set up our ticketing system and built our help center portal with a custom CSS solution and it adapts perfectly to our needs

Pros

Workflow and automations works really well. It's super easy to use and UI is very well-designed. If you start using it you become a power user in few days.

Cons

There's nothing in particular I don't like

Reasons for switching to Freshdesk

Price and some limited feature on the Zendesk Basic Plan

User Profile

Shayla

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Internet

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

June 2022

Excellent customer support ticket system

Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Pros

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Cons

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Reasons for switching to Freshdesk

Freshdesk automatically converts incoming emails into support tickets, which can be sorted in a variety of different ways. Agents will be able to quickly identify the nature of the problem if tickets are labeled appropriately. Customer and agent will be notified each time a change is made to their ticket.

Vladimir

Company size: 51-200 employees

Industry: Computer Games

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
3

Customer support

out of 5
4

Functionality

out of 5

May 2021

Game company (Freshdesk)

The software is good and has big potential. I send a lot of feedback. Unfortunately bug fix process is super slow. I wish company will be grateful for the bug report which I provide for free. Thanks.

Pros

Powerful analytics, reasonable price, cool widget, knowledge base, automations....

Cons

Bad editor, slow bug fix. Sometimes customer has to wait for years. Success manager ignore complaints. Support do not have SLA for resolution. They can forget about you and do not update issue status for months.

Reasons for choosing Freshdesk

Price and potential. I just to believe in Freshdesk.

Reasons for switching to Freshdesk

Zendesk is not comfortable to use. Bad UI and UX. Super high price.

User Profile

Courtney

Verified reviewer

Company size: 10,000+ employees

Industry: Information Technology and Services

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

May 2022

Freshdesk helps reduce response times and reminds personnel to follow up on issues

I enjoy the fact that there are distinct tickets for accidents and service requests, which makes it easier to track down problems. Queues and responsibilities may also be customized, and the option to prevent them from seeing other people's stuff is a nice feature. The integrations are fantastic. You won't find this kind of customer service anywhere else. All of our demands have been met and any difficulties or complaints have been immediately remedied.

Pros

For someone who has never used a help desk before, FreshDesk is a breeze to learn and understand. And I've never had to wait more than a few minutes for a response from FreshDesk's customer care team; they're fantastic.

Cons

To be honest, I prefer an older-style user interface, but that's just a matter of taste. Other than that, there are certain options that are hidden in tabs that are difficult to find.

Reasons for switching to Freshdesk

My experience with both the product and customer service has been excellent. It's a great value for the money. This is a great UI/UX all the way around, making sure that we can get input from numerous sources and link with Jira.

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