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 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.

 

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):
Web browser (OS agnostic)

283 Reviews of Freshdesk

 

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Software Advice Reviews (103)
More Reviews (180)

Showing 1-20 of 103

Vanessa from The Plaza Suites
Specialty: Hospitality / Travel
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2018

February 2018

Very helpful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Every time I have submitted an issue it has been resolved effectively and with ease. I would recommend to any business.

Review Source
 
 

Cesar from Distrito Capital
Specialty: Other
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

January 2018

January 2018

The best way the make a good relationship with your clients

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Freshdesk offers a best way to manage your clients requirements, you have to try and notice all the possibilities you have to solve the buyers request and many way to solve the problem, the possibility to use trought Android and iOS bring the opportunity to solve the problem anywhere and anytime.

Pros

This app offer the best way to manage your clients efficiently, with this app you can offer online support with all the tools that you need to get a perfect communication with your clients, including email, chat messengers, and social networks like Twitter and Facebook, and have the options to do the support through phone calls. One of the biggest advatages 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

Like others apps of support you have to pin up your need in a very specific way, if you do not do that you can be ovwewhelming with the big quantity of request, in this way yoy have to pin up also the way that it be more easier for you to respond to your clients, selecting the one that fixed on your needs and possibilities.

Review Source
 
 

jain from Lawrence foods
Specialty: Food & Beverage
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2018

January 2018

Freshservice - Full Featured, Easy To Implement & Use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

One of the best options out there for ITSM implementation is Freshservice. The simplicity is one of a kind. The platform is very user-friendly and intuitive, that means easy to setup and manage it. Complied by ITIL standards, Freshservice provides problem, release, change, incident, project management and beyond. I like the new UI, it's very refreshing compares to the old one.

Cons

It should have compatibility and native integration with SAP tools. Also, the inventory management should indicate in/out assets.for the different facilities. Other than that, it seems fair to say that this solution is one of the best.

Review Source
 
 

Navin from eLagaan
Specialty: Legal
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Too many features make it cluttered

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It has good feature set at attractive price points. Initially i could start for free and as we grew, the prices were reasonable

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
 
 

Amy from CSE Insurance
Specialty: Insurance
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Freshdesk Ticketing system and Chat

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Our Current Challenges:
Manual & optional data entry with the current vendor
Under-utilized system with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency

Pros

1> The major criteria of picking this was because Freshdesk had Freshdesk - RingCentral advanced integration, which will allow our telephony system to automatically create tickets on freshdesk.
Freshdesk automatically generates a support ticket once you finish a call on your RingCentral client. All relevant customer details are attached with the ticket.

2> Sync contacts to Freshdesk: We cpuld seamlessly access account history and context for every caller every time. Any new contact added to the RingCentral directory automatically syncs with the Freshdesk database and is associated with all existing tickets on file.

3> Automate support: We could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks including assigning tickets based on caller profiles, modifying caller properties.

4> We could create 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection.

5> We needed better reporting and root cause analysis of all our CSR calls and were doing it manually. Freskdesk dashboards served our purpose.

6> It was ITIL friendly which help integration of a company wide ticketing system.

7> Ticketing system plus Chat came at a lower cost than any other competition in the market.

Cons

1> With regards to other telephony VOIP services like RingCentral and Vonage, they have a basic integration and is not extensive. If you would like to build a custom integration with any of the VOIP providers they need to have a SI (System Integrators) to build based on our requirements, which works.
2> Reporting can be more customization. Right now its very static and does not support NLP based reports.

Review Source
 
 

Jorge from Summit Benefits Solution
Specialty: Insurance
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2017

December 2017

Easy to use and intuitive

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Keep doing what you're doing Freshdesk. You guys have built a great software.
I really like how easy, intuitive and customizable the system has been.

Pros

Their support has been phenomenal. They are quick to respond to questions through email.
I also like how customizable the system is. It's layouts and menus make it easy to make changes to the helpdesk.

Review Source
 
 

Que from CobbLinc
Specialty: Transportation
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

FreshDesk Experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

My team loves how user-friendly the program is. This allowed them to adjust quickly and become fully engaged with using Freshdesk. I loved that I could easily customize it to fit our needs without being on the phone with the Support team for hours. The best part about using this program is that I can easy access my account on my phone by downloading the app.

Cons

There is not a functionality to change the color layout in the agents view. Most of the fields are light grey as opposed to black. This would be one of the features I would suggest them looking into.

Review Source
 
 

Ryan from VisionMS
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Does its job, I guess

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

It works... for now.

Pros

Our employees like the badges they can get for answering our tickets in a timely manner. You have canned responses you can use.

Cons

Too many emails. I get 3-6 emails per ticket and I go through about 50 tickets a day. Plus the emails I get that I then have to forward in and create a ticket..... Woo. It would be nice if it integrated with our CRM for contact purposes.

Review Source
 
 

Jessie from Life.Church
Specialty: Non-Profit
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2017

November 2017

Could use more features

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This is your basic helpdesk. If you want just a basic helpdesk with few integrations this product is right for you.

Cons

This product needs to have more communiction pieces as well as asset tracking to workorders. Without it, it is basically just an email inbox.

Review Source
 
 

Anoosha from Taashee Linux services
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Reliable software for Customer suport

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Quick initial response
Support understands customers’ issues
Good followup
Immediate help offered
Kept well informed
Knowledgeable team
No escalation required
Problems get solved
Quick resolution
Support cares about customers’ success
It’s easy to use – you can set it up easily and get started in just a couple of minutes.
Since the app is web-based, users do not have to undertake the hassle of maintaining a server. They can get regular updates on recent features and functionalities.
It is highly flexible and customizable in terms of integration and functionality.
The vendor offers reliable technical support and their helpful agents are quick to resolve if you have problems with any function.
It stores a large amount of information, including FAQs, which helps new users resolve issues on their own.

Cons

A few users have pointed out some minor issues with the software. For example, the reporting module can be improved and the premium packages can be a bit expensive per agent. But, its high-quality features and benefits means the cost is well worth it.

Review Source
 
 

Richard from Polaris Transportation Group
Specialty: Transportation
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

Freshdesk - saviour from email trap

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to setup. Easy to use. User adoption was fast. Support was great with helping setting system up and with any simple modifications. Value for the money is great. Uptime is great.

Cons

Users still love Outlook. Wish there were more custom mods available. Running different departments in Freshdesk is a problematic - users think in terms of emails - not tickets and do not follow rules of child tickets well.

Review Source
 
 

Matt from IdealU
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Projects Management Got Simplified

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Using Fresh-desk, project management has got simplified. We use it for all our projects and its easy to get status with 1 screen dashboard.
It helps our team to manage project status easily.

Cons

The UI could be more easy to use. Functionality works great but the FreshDesk team can work on improving the UI.

Review Source
 
 

Monica from Randstad
Specialty: Other services
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

New Ticketing System offers many bells and whistles

Ease-of-use

Functionality

Product Quality

Customer Support

Freshdesk is leaps and bounds better than the Issue Management Solution we were using previously at our organization. The biggest pain point we had was the ability to carry on conversations with ease of researching communication threads. Freshdesk absolutely hits that mark. I am excited to see how my organization will expand the tools offerings

Pros

Ease of communication
The ability to carry on multiple conversations in the same ticket
The ease of searching items
Custom Ad-Hoc Tags
Quick Merging of issues
Minimal Administrative tasks to manage open issues.

Cons

If you're an organization with multiple departments and different lines of business - it gets hard to customize the tool based on individual line of business needs. There are many configuration options but configuring and managing to different SLA's becomes challenging.

Review Source
 
 

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

August 2017

August 2017

FreshDesk Free Version

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Good Software for a reason price.

Pros

very good software to manage open tickets, can help you track your helpdesk tickets, assign jobs to a technician and monitor how fast the issue was solved,

Cons

it sends a lot of emails.
Sometimes our customers does not use it to give us a feedback and without this is very hard to monitor a task assigned to an employee

Review Source
 
 

Stacy from Champ Software
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Use FreshDesk for support cases for small software company

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I think they are trying to make improvements on a regular basis so that is encouraging.

Pros

The interface is clean and not cluttered. LOVED the ability to create Pivotal Tracker stories directly from the Freshdesk case!

Cons

The search functionality didn't work the best and the report capabilities were lacking. It was a bit difficult to get metrics out in reports, at least the kind we needed.

 
 

Lisa from Ultius, Inc.
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Advice from a customer service manager.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

There's nothing else I would add at this point.

Pros

Tickets and private notes have been vital to my support team because it keeps every rep in the loop.

Cons

Needing apps for features that should be included in the software, such as VOIP, because it's just an additional cost. I would prefer a one stop shop experience. Also, I was initially excited about the Arcade because I frequently have support driven contests. The Arcade does not factor in my particular needs in that it's limited to publishing solutions, resolving tickets, and engaging the community. If there was an option to build a quest without the three features in mind, it would open up more opportunities to use the option as I imagine developers intended.

 
 

Amit from Damco Solutions Pvt Ltd
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Best Tools for Help Desk and Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I am recommending peoples who are looking for this type of tool.

Pros

I am using this tool and share my feedback with you. This tool is very use to manage your support tickets. FreshDesk can be totally customized to the organization needs.

Cons

Price is good but I always wish it were a bit lower. Reports are in only pdf format. It would be better that reports should be in other format like Excel.

 
 

Sanjeev from damco solutions
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Easy to use help desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This tool provide the ticketing system. due to this easily manage the calls . if we want to assign the task then just assign the tickets and track the task through this.

Cons

Only the concern is for this is reporting. This area need improvements. Other than that is fine for me.

 
 

chetan from Damco
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Freshdesk-Nice product for support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I have been using this product for quite some time now. Experience with the product is really good as it has many features to make your life easy and you can configure it easily.

Cons

Ticketing system has some issues , apart from this i could not found anything else so far but still there is always scope for enhancement.

 
 

Rex from Democrats Abroad
Specialty: Public Sector
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Best option for our organization

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Well worth considering for organizations of any size. the free trial option is a wonderful way to try out the program before committing.

Pros

We reviewed a number of products and chose Freshdesk for our organization based on ease of use, functionality and price/performance evaluation. We are a volunteer organization which requires bringing on and removing agents based on election cycles. Getting ageist up to speed quickly with a minimum of training is essential. Freshdesk is very intuitive software with an interface familiar to people who use various emails programs. The training required to make an agent productive is minimal, but the program has extensive functionality.

Cons

The only shortcoming I can think of is an easy way to search for a ticket by ticket number and that is probably my lack of familiarity with the program.

 
 
 
Showing 1-20 of 180

John from Tanner Clinic

February 2018

February 2018

Easy to setup and 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
Pros

Freshdesk is very easy to start up and use. I liked that I had this product setup and running in a very short amount of time. It covered all my basic needs for a lightweight ticketing system and then some. It's very capable for small businesses that don't have other options.

Cons

When I needed to get a little more customized is when I ran into trouble, and I had a few unique custom notifications that I had it setup for which I never could get running.

Review Source: Capterra
 


February 2018

February 2018

Great Support Solutions for Small Business

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 integrated Freshdesk as our support channel over a year ago. It has really worked great for our small team to manage and track support tickets without overlooking requests or letting anything fall through the cracks. It is a scaleable solution too.

Review Source: Capterra
 

Ayush from SRM University

February 2018

February 2018

Beautiful CRM for Ticket solving and Issue management. Unarguably best .

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

1. The Ease and UI is just so good. UI is so aesthetic .
2. Emailing and Support is way too good.
3. Mail is good too.

Cons

1. More integrations are expected. We could
2. API Auth ways could be more restrictive to give only in one sub net.

Review Source: Capterra
 

Lavanya from Testsigma
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Good editor that keep articles well organized

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 editor automatically saves the documents and the way the docs can be organized is really appreciable. The help videos are really helpful.

Cons

The editor can be better with a bit more advanced functionalities. It'd be even better if there was an option to include nested numbering while creating lists. It is difficult to create discontinued list. Also, there is no syntax highlighting in the html code editor mode.

Review Source: Capterra
 


February 2018

February 2018

Best ticketing system I've ever used.

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

Great interface, very intuitive, easy to manage, and extremely customizable in many aspects. Every software we used prior was waste compared to this.

Cons

There are several features that you have to download separately as apps that really should be integrated into the base software. The built in gamification could be more customizable.

Review Source: Capterra
 

Barney from BP Bolted Inc

February 2018

February 2018

Terrible customer service and follow through on FD's part.

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

A chance to improve my negotiation skills to get a better price since the FD team never did their job.

Pros

it is fairly intuitive software unless you have been working with helpdesk software for a long time. Then the cracks start to show.

Cons

The FD team is the worst part of the experience, this team is the worst I have ever worked with, from not following up, delaying tactics in responses, to outright being ignored when the questions were hard to answer.

Review Source: Capterra
 


February 2018

February 2018

Love 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
Pros

Before upgrading to FreshService, I used FreshDesk on a daily basis. I really enjoyed my time with this product.

Cons

There were intermittent issues that came and went. They were frustrating, but easy enough to work through.

Review Source: Capterra
 


February 2018

February 2018

Good for managing customer interactions

Ease-of-use

Functionality

Product Quality

Customer Support

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

Freshdesk helps to organize the clutter of customer service tickets as well as standardizes the way one can respond to various situations. It provides a clear area that is user friendly and intuitive while maintaining a decent amount of functionality.

Cons

Freshdesk can be a bit clunky to use sometimes and has been known to shut down after too many call requests. These issues are rare but can be a hassle to fix when they do happen. Customer support is not readily apparent or terribly useful and could use better organization for known issues.

Review Source: GetApp
 

Ben from Active Documents Ltd

February 2018

February 2018

A very usable and well featured helpdesk 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

It is a better fit with how we work than our previous helpdesk system, whilst being a lot cheaper than JIRA or similar systems.

Pros

Freshdesk is an easy to use product, which can be used by any team members with minimal training. The interface is clean and simple, but this doesn't mean it is missing features. Filtering by call metadata is easy, and I believe that reporting and KPI tracking are also easy (this is not within my remit, so I am quoting our helpdesk team).

Cons

Although the interface is clean and simple, I personally find it a little too simple occasionally. Configuring the email side of it is not as simple as you would like if you are using office 365.

Review Source: Capterra
 

Kevin from Precision Solutions, Inc.

February 2018

February 2018

Good product... less than stellar 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

All our helpdesk tickets come into FD and we run our consulting business with those tickets. The email integration is great. The automation is good. The ability to configure the product for our specific needs is excellent. All in all, it's been a good investment for us because it gives us the ability to serve thousands of customer requests annually.

Cons

Support is slow and largely ineffective. When a ticket gets a long thread of email, more than about 50 messages, it really bogs down the browser. Product doesn't get much in the way of upgrades.

Review Source: Capterra
 

Kyle from K12 Systems
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Great customer support platform

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

Customer Support and general emailing.

Pros

Easy to set up and intuitive clientsClient portal/FAQ/knowledge base platform. Tickets are very easy to create and easy for requester to use. Freshdesk is also constantly making improvements.

Cons

Only thing is they lack in customer support. It takes a while something for things to be answered or resolved.

Review Source: Capterra
 


February 2018

February 2018

Great helpdesk software with superb customer service

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

Customer service is fantastic. If there's something not working for you with your current plan, give them a call and they work with you to make you happy. On the software side, Freshdesk has a robust knowledge base, integrates easily with our other systems, and has a seamless mobile app which is indispensable.

Cons

It would be nice to be able to upload larger documents, videos, and/or other file types (large .PSD files, for example). It would also be nice to have more in-depth reporting and the ability to view analytics.

Review Source: Capterra
 


February 2018

February 2018

Excellent choice for help desk SaaS.

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

Easy to set up and customize. Very feature rich. Integrates with other Freshworks software. Great value - you can get started with the Sprout plan for free.

Cons

Custom domain mapping, live chat, and satisfaction survey features are only available in the paid versions.

Review Source: Capterra
 


February 2018

February 2018

FreshDesk is a wonderful way to organize, delegate, and collaborate on projects of all kinds.

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 ability to assign agents, watchers, build custom "types," add tags, and more make it versatile enough to meet the needs of different kinds of organizations.

Cons

Sometimes, after a great many time entries have been recorded on a single ticket, load times can get really slow.

Review Source: Capterra
 

Colton from LongerDays.com

February 2018

February 2018

I use Freshdesk everyday to keep track of and complete a wide array of different tasks for clients.

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 software has allowed me to organize my work effectively, and ensure that all my clients get their tasks done accurately, and on time.

Pros

I like the features designed to make sorting different tasks from my clients easier. The "Scenario" feature allows me to efficiently sort all my different tasks from numerous clients. Without this feature, I'd have to spend much more time organizing my work each morning.

Cons

While I am quite comfortable with Freshdesk, I have found that my clients sometimes have a hard time navigating the software. It could be a little more user-friendly for beginners.

Review Source: Capterra
 

Jason from ALA Schools
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2018

February 2018

The free version brings everything you need to get started right away

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

Made our department a lot more efficient and we can now provide real data on our day to day tasks.

Pros

I love the mobile app, everyone has it downloaded and get daily notifications on tasks. This was a great starting point for the free version. It made our department a lot more efficient and will now be upgrading to a paid version.

Cons

I wish FreshWorks would unify all of their platforms into one. Having to switch from one platform to the next is not ideal, however, it's not a deal breaker.

Review Source: Capterra
 

Alejandro from Alo Global Technologies
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Easy, intuitive and a delight 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

Easy to control and manage my company support team, having statistics, reports and visually overview of how good are we attending our post sales costumers.

Pros

I personally use Freshdesk at work as level 3 agent (just the most hard support) and I love to use it, The interface is intuitive easy to use and foolproof. Love the rationalization for your Company. Tickets are made automatically by incoming emails from clients, lots of perks.

Cons

They only thing I don't love is that it has a free level: Sprout, then first paid level Blossom, then Garden and State, Blossom is just too basic, garden is just basic +, the wonderful level is State but cost per agent per month and become a little steep, still cheaper than SalesForce, etc. but from Basic level to sweet level he difference is much, It will wonderful if the State level would cost in that price range much companies will use it.

Review Source: Capterra
 

Jonathan from Aloglobal Technologies

February 2018

February 2018

Excellent product for the control of incidents that occur in our customers with our 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

I like that it integrates with the mail directly.
Everything is in the cloud, no installation is required.
You can buy agents as you need them.
You can see in real time cases you have open, closed, pending

Pros

The product is customizable, you can add fields according to the need we have, you can conduct surveys.

Cons

That you do not have the way to calculate the sla depending on the type of problem that some client has.

Review Source: Capterra
 


January 2018

January 2018

Everything is Cloud-hosted. It´s easy to add agents and add users to Self-Service Portal.

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

Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats.

Pros

Social Networks: Integration with Facebook and Twitter, so it makes easy to answer all questions and direct messages from my clients.
Product is extremely customizable. Its menus and layouts make it very easy to make changes to your help desk.

Cons

It's not stable. Gives some issues.
It´s not possible to have agents in different plans in the same portal.

Review Source: Capterra
 


January 2018

January 2018

Nice for 7-8 member team.

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 reports are very clean and the navigation and customisation are very handy when we are concerned for the clients.

Pros

It has made life simple. It is very easy to navigate and we use with a number of options to suite most business requirements. Freshdesk is also reasonably priced, which makes it a cost-effective tool for businesses like ours. It supports third-party integration by which it is possible to connect with the many popular social media channels and CRM solutions. The support team is also very responsive, knowledgeable and helpful.

Cons

Some support people do tend to neglect small issues. The support could have been made better. The reports the software products are basic and there can be improvement in terms of providing adminis some analysis of the data.

Review Source: Capterra