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

1,030 Reviews of Freshdesk

 

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Software Advice Reviews (149)
More Reviews (881)

Showing 1-20 of 149

suresh from Yaazh Xenomics
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Best Support software for Company Development

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy use, easy to customize, More options for customer support development and good solution provider

Cons

No major cons in this software package and support. It is more useful for the grown company. But for startup the price is high.

Review Source
 
 

Mary Grace from HPI
Specialty: Manufacturing
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Helpful Freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This software is very helpful to me and to my team. I can easily track my queries to other organization. Very organized and impressive software.

Cons

So far, I can't experienced any negative in this software, all features and functions are very useful. Easy to access and easy to use.

Review Source
 
 

Marianne from ManpowerGroup Philippines
Specialty: Consulting
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

customer service Freshdesk are awesome

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

You know what ? I can provide top customer service from my phone every time and no need to bring my computer just this app and your self.

Cons

No issue ever using this app. Good and very recommended. Great app and customer service Freshdesk are awesome

Review Source
 
 

Tony from Lifetime Products
Specialty: Manufacturing
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Affordable Helpdesk Software for Small and Mid-Sized Companies

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

Overall, Freshdesk is a comprehensive and effective platform for running a helpdesk ticketing system. It features an intuitive dashboard with easy access to open tickets, reporting, a knowledge base, contacts, etc. The reporting features are particularly nice as they are filterable by group and program, and allow single-question queries. Ticket metrics are available as a graph that allows drilling down to specifics.

Cons

There are no change management features or functions. This is fine for small companies and some medium ones, but certainly not for larger companies, which will require additional software to manage that. Also, some of the ticket features are lacking.

Review Source
 
 

Kai from KG consults
Specialty: Consulting
Number of employees: 1 employee Employees number: 1 employee

October 2018

October 2018

Fresh, Works.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

get it if you can afford it and have the team to support it.
otherwise if you're just one? walk away son,.... you're done.

Pros

If you're looking for something that has just the smallest amount of customizing but is built very polished right out of the box, this is your product. The integration with the suite is nearly flawless, and I gave it a solid 2-month trial to see if it was right for me. The only reason it wasn't is that I'm a solopreneur, and as counterintuitive as it might sound, Freshdesk can easily be run by one person or 500. it's that scalable and built with the intent that a small team could be comprised of 4-10 people, and every single part of the software you can master in two weeks, and yet still find it surprisingly comfortable.

Cons

it's meant for at least a small team. one person by themselves can't run the whole show, which, oddly enough, having 35 more pieces of software, you can pull off with ZOHO. or at least I can.. I'm entirely into Zoho for the price. I just simply couldn't afford freshdesk's solopreneur pricing. it's not for freelancers, it's for teams... minimum 5 people before you're making full use of the suite which all came from freshdesk. (yes, I'm talking about the suite freshworks as if it was desk... trust me, you don't want just the desk...)... this is a rare case where they pull off a near perfect piece of software, but price out the little guys so that we don't get to play with their toys... but then again, I did say it was only semi-customizable. it's not like caspio or Zoho creator or a number of other CRM suites which have moved well into the low/no code markets by making their own flagship products with their own entry-level builder, just to show what it can do if you actually use it to it's potential.... freshdesk has limited potential, but unlimited freshness,
oh.. and it's probably good that they make it unaffordable to the little guys, because this is not entry level software... you HAVE to know about crime and ticketing and VoIP and all that jazz before you touch this. I have about 10 years dealing with CRM's, and they are almost starting to catch up to how I feel they should work... freshdesk, it's an almost. with not much for options to make it my own, even if i cuuld afford it.

Review Source
 
 

Josh from Hindman Settlement School
Specialty: Media
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

An effective tool for ticket reporting

Ease-of-use

Functionality

Product Quality

Customer Support

Overall, a great tool.

Pros

It’s really straightforward in its design and interface. Easy to use with prompt support should issued arise during use.

Cons

It’s simplicity comes at a cost of more advanced features for end users in submitting tickets and requesting support.

Review Source
 
 

Rosemarie from Splash Corp.
Specialty: Manufacturing
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

This is all you need

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk is really good for me. It helps me resolve a cases of my clients by creating a ticket. It helps a lot to them everytime their case has been resolved.

Cons

I can't say anything wrong because it is really convenient for me.

Review Source
 
 

Kevin from Decent Juice Co.
Specialty: Distribution
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

Not so fresh..

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Felix from Corporación Estelio
Specialty: Education
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

One of the best alternatives (top 2) for HelpDesk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

live communication with customers is key and makes a difference in the current market, this tool is superior in this aspect, the automation of processes or tasks is ideal and eliminates excesses of manpower ... The collaborative tools (between internal teams) it's marvelous. The approach given to the SLAs gives a different, practical and effective vision, the management of remote work groups is very good .. the customization and integration is super easy and effective .. the Mobile App is very functional .. I recommend 100%

Cons

There is not much to say against this tool, maybe it is complicated to understand and manage multiple businesses and teams working at the same time (define the workflow and the dashboard), but when you achieve it is the maximum.

Review Source
 
 

Kevin from Vapeco
Specialty: Retail
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Zendesk still leads the way

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Nice UX that makes customer support seem effortless. Ton of feature and plug-ins to use with it on your e-commerce platform.

Cons

On-boarding is confusing and set-up is lacking guidance. Spent 30 min trying to figure out how to set a "We received your message" automatic email response. Zendesk on-boarding a lot more user friendly!

Review Source
 
 

Jorge from manesa
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

FreshDesk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

it is a good software if you just want to keep track of your open tickets.

Pros

it has some free version that allows to have one seat and sometimes thats enough, it has a very good way to track you open tickets

Cons

the pro version its not that cheap as it should be, it needs more features for example i will help if it has some kind of remote connection to give support and close some tickets

Review Source
 
 

Oliver from EDAG Engineering
Specialty: Engineering
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

An excellent and adaptable ticketing or sales tool.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Worth investing for a new startup to get staff and productivity underway.

Pros

This is a great ticketing system, we used it more for sales and lead generation to pump in and convert emails into leads which would be distributed to sales teams. Great for productivity and works well in a highly adaptable and changing environment.

Cons

We would for a user base for 25, the monthly cost was high but it worked well for the 24 month period in which we needed it for.

Review Source
 
 

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

July 2018

July 2018

The best customer support software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I like the further integration with programs like Freshsales (CRM) and Freshchat (Chat)

Pros

Keeps track of all the tickets of our team, very accessible and easy to explain to new employees. Integrations with other software are much improved over the years we are using it. We just upgraded our ERP that also had a Ticketing function, but we stick with Freshdesk. Pricing is right.

Cons

The API function has issues, so sometimes the interconnections stop because of too many requests. The new layout (Mint) still has some challenges, but they are taking care of quickly.

Review Source
 
 

John from Financial Services
Specialty: Other
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2018

July 2018

One of many Help Desk vendors

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

The interface is easy to use and intuitive. Consolidates all our tickets and support questions from multiple sources with ease.

Cons

Freshdesk seems to be one of the newer products in the Help Desk space. There is still functionality and features that need to be built out to compete with other vendors. Things like automation and categorization of tickets.

Review Source
 
 

nagendrs from indextra ab
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

good support platform freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Should think sbout opening attachments and highlighting the contents of attachments to that of contents of ticket

Pros

Canned responses
Merging of tickets
Knowledge base is available variables are useful
Attachments are acceptable.

Cons

Does not automatically relate the tickets of same user.
Ssslow ui variable usage is not prompted for context just lists attachments are not opened by default.

Review Source
 
 

Gurmukh from G.I.G.V.
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Lovely features of this software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Now with this software our every email is converted in to ticket and proper reply to the customers.We are happy to use this software. never have any issues with it being out of use.

Cons

Did have to ask quite a few questions via their helpdesk to set up and get it working to a way that suited our needs.

Review Source
 
 

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
 
 
 
Showing 1-20 of 881

Nicholas from Paymentez
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Awesome 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

People I spoke with had the knowledge, they had quick answers.

Cons

Every single time you call or something, it always ends up as a ticket that can take days to be resolved.

Review Source: Capterra
 

Dang from Digi-InfoFabrica JSC
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Freshdesk keep impressing me

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

Development team keep improving Freshdesk with new features

Cons

Pricing schema need to be more flexible, eg multiple plans across agents

Review Source: Capterra
 

Patrick from Medilink
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

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

Primarily Helpdesk, although also sales and general phone enquiries.

Pros

I liked the way the web based phone integrated directly with the ticketing system. This meant we could drop our VOIP systems and centralise everything through Freshdesk (inc sales).

Cons

Unfortunately, they split most of their main modules in to seperate products. So now the phone integration isn't as tight as it was (more clicks to link phonecalls up to tickets etc).

Review Source: Capterra
 


October 2018

October 2018

Feedback

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

Simplicity and time of deployment.
Mobile version.

Cons

You cannot write custom funcion proper for your own business.

Review Source: Capterra
 

LUCIA from GGR
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

GOOD SERVICE FOR CUSTOMER CARE

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

TICKETING AND FUNCTIONALITY.
IT IS QUITE EASY

Cons

IT IS LIMITED ON AGENT SERVICE BECAUSE WE WANT BLOCK SOME FUNCTIONALITY BUT IS IS NOT POSSIBLE. LIKE TICKET MANAGED FROM OTHER AGENT.

Review Source: Capterra
 


October 2018

October 2018

best tool to handle tickets!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Recommend to use this if you owned products or services and you care about customer feedback!

Pros

I am sure this is most easiest to use customer support software I ever use. Freshdesk provide multiple way for end-user to raise tickets. Besides, Freshdesk allow custom customization that fit perfectly to the brand. The pricing is consider acceptable and FREE plan is enough for most of freelancers.

Cons

There are nothing I'm not happy with it (I'm using FREE version).

Review Source: Capterra
 


October 2018

October 2018

Support Software that Works

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 tool used in our business to assist our customers.

Pros

Straight out of the box the software has worked great for us. It is very clean, simple and easy to use.

Freshdesk is full of great features which deliver the best end result for the customer. Features like Automation of tickets, Auto responses, Canned Responses etc

Cons

Better detection for spam emails would be good, however we haven't really found any major problems with freshdesk.

The problems I have had 99% of the time have been minor things that the support team was able to resolve.

Review Source: Capterra
 

Andy from AIT Worldwide
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Good Support

Ease-of-use

Functionality

Product Quality

Customer Support

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

Agent was courteous and prompt

Pros

It is implemented where I work. This is a ticketing system we have to work. Currently working for us.

Cons

Don't have any dislike regarding this product

Review Source: Capterra
 

Jahangir from Augmedix Inc.
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Great apps for cloud based Technical Support Solution

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 have been assigned to adopt Freshdesk from Zendesk during my time at Augmedix. And After the successful training and implementation of FreshDesk, our company productivity especially in the technical team to create tickets and solving case issues have been resolved smartly and better than our previous apps. So our CTO got huge Appreciation for this adoption. We found smart solution for technical support and ticket creating and solving issue with perfect way like FreshDesk do.

Pros

1.Its more interactive and great graphics interface rather than Zendesk or other available same platforms.
2. It's syncing and team distributing and tracing every single ticket system is really easy.
3. Simple, easy to use and fast
4. Awesome customer support including initial training.

Cons

1. Sometimes loading and syncing take too much time and its really annoying.
2. Cashed the entire web without any reason.
3. Very bad for poor internet connection

Review Source: Capterra
 

Abby from caesars entertainment
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

It gets the job done

Ease-of-use

Functionality

Product Quality

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

-You get to communicate with other teams and see their progress
-It's all in one and you don't have to go anywhere else.
-You can sign in and see what's happening

Cons

Sometimes I don't get updates via email which makes me miss some stuff.

Review Source: Capterra
 

Edy Estuardo from General Conference of Seventh Day Adventist Church
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Tool thinking in clients

Ease-of-use

Functionality

Product Quality

Customer Support

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

Freshdesk constantly is adding worthy features
If you need help they respond very fast

Cons

What about to add WhatsApp as other app for client and agent?

Review Source: Capterra
 


October 2018

October 2018

Easy to use

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 have a large network of small independent businesses so replying on a timely manner is critical. Freshdesk lets us prioritise urgent matters easily.

Pros

It's really user friendly and does not take long to train our new team members on how to use it.
Dashboard and reporting gives a quick summary of ticket statuses so we can see how busy our overseas team is and how much more tasks we can assign to them.
Every time we had a question, customer service team was really quick and professional.

Cons

Nothing I don't like about Freshdesk. Maybe few fields I would like personalise but no option to do so (e.g. 'New Email' option prior to 'New Ticket' option).

Review Source: Capterra
 


October 2018

October 2018

Fantastic!

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

From a customer standpoint - Freshdesk is seamless - it's solutions center and ticketing is easy for the customers to use. We love the canned responses, and features that make our support team be able to respond quickly to customer issues.

Pros

Having used many helpdesk solutions in the past - Freshdesk continues to amaze me with their fantastic customer service and support team. We utilize their Freshchat and Freshdesk solutions and both teams have always been hyper-responsive to any questions we have ranging from configuration to helping us customize our solution to better serve our customers.

Cons

It's not that I really have a problem with it, but when contacting support you have to make sure you are contacting the right support team to work with an issue. We are migrating between their built-in chat in Freshdesk to their standalone product Freshchat - and we have to bounce between the two support teams to make sure the migration goes smoothly. It would be nice if they had a little cross training to help with migrations that affect both products.

Review Source: Capterra
 

Dianne from ACME Technologies, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Freshdesk makes the work of our Consumer Support team a dream.

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

My experience with Freshdesk (4 years) is only positive.

If I have a concern, it's addressed by fast and with grace by Freshdesk's Product Support team.

Freshdesk's commitment to excellence makes our team's job simple in providing excellent customer support to our clients and their customers.

Pros

First of all, Freshdesk is simple to set-up. Options from which to choose while setting up a help desk are many, although the product allows for simplicity or detail - we make the choice.

It's intuitive. I liken it to an Apple product; with Freshdesk I'm able to get new agents up and running quickly.

Freshdesk allows us to adapt our helpdesk as we grow and our needs change.

Freshdesk's Product Support team provides fast, thorough answers -- even video clips to ensure we are able to make a process work.

The knowledge base is easy to edit, include video or snips and best of all - searchable.

Reporting is simple to pull metrics -- overall or from a specific client.

Cons

I wish that there was full integration with our VoIp provider - Talkdesk.

Review Source: Capterra
 


October 2018

October 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
Pros

The ease of customization and integration

Cons

Lack of custom reporting within the application

Review Source: Capterra
 

Chad from Interax Group, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Freshdesk review

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

Overall I like Freshdesk and it works very well for our helpdesk tickets with clients.

Pros

I like that everything can be accessed from one place with customers.

Cons

Can sometimes be hard to find and configure what I need.

Review Source: Capterra
 


October 2018

October 2018

Minty Fresh

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 really needed a ticket manager for our small IT and Operations department to track issues, and Freshdesk was one of the easiest programs to launch across our company as far as explaining how to use it, to sending out the email address for users who were unsure of using the portal at first. We've had great success in implementing it, and I think it's becoming an incredible asset for our team, as well as other departments who are also now clamoring to have a ticketing method of their own to track everything from Salesforce to web site issues. As a non-profit this platform has helped us tremendously.

Pros

I appreciate that Freshdesk was very easy to setup for our company. I've added several rules to our Dispatch'r features and we've added different departments as groups and agents. People seem to like that they can just send an email to our support address, or login.

Cons

I really think that there should be universal login for Freshworks and Freshdesk. It shouldn't take two logins to access the great free content that Freshdesk provides.

Review Source: Capterra
 

Ola from Rolf Thuresson trading ab
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Best system ever

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

Excellent !!!

Pros

Freshdesk is really fast and easy to use. Saves us hours each day and make the support seem like a walk in the park. The customers are also thrilled about the speed and we never lose a ticket. Keeps us agile.

Cons

So far we have not encountered any down sides

Review Source: Capterra
 

Dawn from Allen Institute for Artificial Intelligence
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Clean customization and improved efficiency

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 easily allowed my team to create a customized feedback form on our website to auto-populate ticket types in the Freshdesk interface. This helped make my customer support intake process run more efficiently. The software allows me to batch similar ticket types together for responding quickly and with consistency, upholding our quality of customer support and it's reporting tools provide access to important insights about our customers, our product and assist in future planning for my organization.

Pros

The customization and interface allow me to provide quality customer service. I like the ability to add canned responses into the ticket very easily. I like that Freshdesk enabled my team to create customized ticket types that feed directly from our website into my customer support queue to make for easy organization and timely replying.

Cons

Creating certain settings and preferences seemed less intuitive than other tools I've used and the switch over to the new user interface was very quick and somewhat brash without much notice or guidance as to what was changed. That being said, getting used to the new version only took a couple of days and Freshdesk support was very supportive along the way with any questions we had.

Review Source: Capterra
 


October 2018

October 2018

Horrible experience - 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

GUI - possibilities the application provides

Cons

Support - startup functionality - really had a horrible experience - discontinued usage after 2 days

Review Source: Capterra