Freshdesk software


906 reviews(4.5/5)
906 reviews(4.5/5)

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 online chat or comes in from social media channels like Facebook and Twitter, Freshdesk ensures customer support issues get to the right team member right away.

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 it 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.

Freshdesk automates multiple processes. Dispatchers automatically route tickets to the appropriate support agents, while supervisors scan open tickets and then escalate 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.

Supported Operating System(s):
Web browser (OS agnostic)

906 Reviews of Freshdesk

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  • Rosemarie from Splash Corp.

    Specialty: Manufacturing

    Number of employees: 501-1,000 employees

    September 2018

    This is all you need

    Ease-of-use
    Functionality
    Quality
    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.

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

    Number of employees: 11-50 employees

    September 2018

    Freshdesk helps!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Some things are not super intuitive, but the support (both online and via email) are really good.

    Pros

    Freshdesk is a great place to keep all your customer issues organized.

    Cons

    It does take a little bit of ramp up time to figure out how to utilize it the best, but once you do it can be a great tool.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Athan from Cloud Horizon Technologies

    Number of employees: 11-50 employees

    September 2018

    The perfection solution to our problem.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I'm a big fan and I wish we would have started using it to manage client/customer requests sooner. It's one of those tools in your workflow that works for you rather and against you because it's been reliable and ever since it's been configured, I haven't had any issues since. I've recommended it to several other people in my network that have expressed similar difficulties to those I was experiencing prior to leveraging Freshdesk.

    Pros

    Our company sells software as a service to other companies as we build custom products for them. There is a lot of troubleshooting and bug fixing for us to keep track of. Freshdesk enables our clients to communicate with us easily without the hassle of juggling emails and overlapping threads. It allows us to easily dispatch tasks to the rest of our development team in a very easy manner. Our workflow has improved significantly since migrating over to Freshdesk.

    Cons

    The on boarding process was a bit daunting. From the minute we started using the platform, we knew exactly how we wanted it to be done. However, the complexity made that process rather difficult. Fortunately Freshdesk's support team was able to help us out and smoothen out the process.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Amy from Abenity

    Number of employees: 11-50 employees

    September 2018

    Excellent Platform

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Our business is able to easily manage multiple levels of communication across three different business groups within our company. Freshdesk allows us to easily integrate multiple team members across these different groups which is vital in successfully serving our clients and members.

    Pros

    Our company truly could not operate without Freshdesk! We rely heavily on Freshdesk to keep communication with our clients/members organized, timely, and efficient. The ease of use across the board is key, and the different features and functions of the program allow us to dive deeper into tracking, reporting, and overall efficiency and growth.

    Cons

    Our team does not have any complaints when it comes to the Freshdesk software.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ian from Ryde School with Upper Chine

    Number of employees: 51-200 employees

    September 2018

    Great product. Amazing customer service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Freshdesk has a clean look, a large number of features and was one of the simplest and easiest Helpdesk systems to setup I've encountered in twenty years of IT support. We encountered only one problem when we switched plans but their support was quick to respond and resolve the issue.

    Cons

    Haven't really found anything I dislike about the system, even after a couple of years using it.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Joseph from Spike Global Ltd

    Number of employees: 11-50 employees

    September 2018

    Easy to use and setup No hassle

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    So far have been hassle free and straightforward. Everyone in our office likes it.

    Pros

    Very easy to set up, run and manage. Good customer support and value for money

    Cons

    The pacakges are bit expensive and can be very costly if you are a growing business and needs to scale.
    When you finish your trial they turn off the system without much warning/ doesn't tun to the free one automatically. You just wont see any tickets coming through unless you activate it again with your chosen plan.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Robert from Fortin Electronics

    Number of employees: 51-200 employees

    September 2018

    Freshdesk Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Still learning!

    Pros

    Very streamlined with my customer needs. Was able to integrate within our generic email forms.

    Cons

    A little bit costly. But is it so much considering the time saved??

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • David from Qualtech Technologies Inc.

    Number of employees: 11-50 employees

    September 2018

    Amazing Software for The Cost!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    No longer am I receiving multiple emails a day from users needing help or asking for tech support. It's all in one place, it's tracked, and solutions can be saved for future use in a knowledge base.

    Pros

    Considering I'm still running a free version of FreshDesk with a sample size of my users to test I'd say the biggest pro is the cost! If you have a small organization then you can easily utilize the free version of FreshDesk to handle all your support ticketing needs. Even once you upgrade to a paid version the cost is still the cheapest I've come across. Also having access to the mobile iPhone app is great!

    Cons

    One thing I was frustrated with was during the FreshDesk setup. When a user follows the link to your login portal and creates an account it still requires the admin to go into the Contacts and hit the "Send Activation Email" button so they can create a password and move on. My users were confused and it took some extra steps to get setup but I understand from a security standpoint so not just anyone can sign up under your organization.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Abhishek from Indypay Technologies Pvt Ltd

    Number of employees: 2-10 employees

    September 2018

    Easy ticket management at right pricing

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It was very positive experience - would like to use the same product for rest of professional career

    Pros

    1. Easy user interface
    2. Great documentation
    3. Community support is awesome

    Cons

    In free (sprout) version, only 1 email is fixed, 2 emails can be provided - might be life-saving for startups - with these 2 email support I am sure, next time I won't look for an alternative!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Kamna from Headphone Zone

    Number of employees: 51-200 employees

    September 2018

    #1 in Helpdesk Software 2018

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I'm happy! So far, so good.

    Pros

    It's the industry standard for most e-commerce companies in India today. My favourite thing is the super prompt and super helpful customer support over chat and email. The Shopify integration is extremely useful for daily support interactions.
    I also love that they have a Klipfolio integration. It's extremely insightful!

    Cons

    Pricing could be better. Ability to create custom reports down to pivot styling is lacking. We would also like advanced reporting tools to measure NPR using Shopify customer data.

    We've gone through Zendesk and Zoho Desk and by far Freshdesk has proven to be pretty good, but it's quite expensive too.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • vigneshkumar from Srushty Global Solutions Pvt Ltd

    Number of employees: 11-50 employees

    September 2018

    Impressive Ticket system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Best way to handle your customer inquires. Best in the market.

    Pros

    Really good in the market when compare to other software. It also helps to handle the customer in a smart way.

    Cons


    To be frank I doesn't found anything bad about this software. It simply impressive.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    September 2018

    Great

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Great Software with all possible features one might desire. Great after sales support as well.

    Cons

    Freshcalling is not yet available in India

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Bradley from Hungry lion Head office

    Number of employees: 201-500 employees

    September 2018

    Brad's review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The Interface is very easy to use and can be mastered by anyone

    Cons

    The tickets fields do not update as they should be.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Alina from Vola.ro

    Number of employees: 2-10 employees

    September 2018

    Very good for start ups

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall it was a very good experience. We were a startup and needed this for our 2 agents customer service department. We handled inbound through emails (tickets) and phone calls. This product was very good for our business.

    Pros

    Easy to configure and use
    Good value for the money
    Possibility to customize a lot of things (email responses, canned responses, etc)

    Cons

    I found more difficult the way of searching a 'client' in the database (searching by phone or email) and find all the communications made with that client (phone calls and tickets)

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    September 2018

    Freshdesk is awesome

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We've setup a proper support workflow, one that makes sense, and that allows us to focus on the job.

    Pros

    -ease of use
    -simple design, but a lot of features
    -well thought of structure

    Cons

    -when releasing a new version, it is not always compatible with freshdesk apps that you've build yourself

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Tina from PizzaExpress (Hong Kong) Limited

    Number of employees: 51-200 employees

    September 2018

    Service review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall the experience is good, it helps us to gather all the emails into the system and handle it systematically.

    Pros

    It's easy to use, export the report and setting some rules to re-direct some emails to the appropriate group.

    Cons

    Not enough to cover the re-direct feature between other platform and mailing system.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Duncan from The Social Collective

    Number of employees: 11-50 employees

    September 2018

    The Perfect all round tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The support is amazing and the logic behind the problem they are solving works really well; it is stopped me from trying out many tools (along with the integrations) that solve this problem. They get it and I am excited for future products from the Freshdesk team.

    Pros

    It helps us at The Social Collective maintain a professional standard as we grow the business and it gives my small team accountability with the room for the team to grow.

    Cons

    Some features don't work perfectly, but they are covering a wide based of needs.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Steve from BaseHead, LLC

    Number of employees: 2-10 employees

    September 2018

    Been using it for years.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Honestly, I was about to look for another solution to replace it until the new MINT User interface was revealed. It definitely was the reason I stuck around and soon I will be adding more agents to it

    Cons

    The Solutions and UI front end doesn't look as nice to the users as it does to the agents on the back end. I hope that changes soon.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Barney H. from Chastain Websites & Ecommerce Promotion

    Number of employees: 1 employee

    September 2018

    Online Cloud Accounting for Dummies

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Exceptional. I used the Sprout plan at first and upgraded when I had more clients.

    Pros

    Intuitive invoice creation, tracking, and A/R. Tracking billable hours is easy and simple, as is organizing time under projects and subject matter. Works equally well in browsers or in-app. Simple to bill by credit card through Freshkesk or Stripe. The reports and views of your business A/R are excellent for visualizing your business and export in a nice format for taxes or documenation.

    Cons

    I wish there were more invoice templates.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Siddhartha from DailyRounds

    Number of employees: 51-200 employees

    September 2018

    Reliable & stable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Very great

    Pros

    The implementation of logic is flaw less. Nothing breaks however high the volume may be.

    Cons

    The overall look.. thankfully you can customise the colours

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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