Freshdesk Software

4.50 / 5 (1,612)

About Freshdesk


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.



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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

1,612 Reviews of Freshdesk

Average User Ratings

Overall

4.50 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(923)

4 stars

(587)

3 stars

(79)

2 stars

(16)

1 stars

(7)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 1,612 reviews

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May 2019

Robert from Madison School District

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2019

A Fresh Approach to Ticketing

FreshDesk is a great ticketing system. We use FreshDesk to support all the schools in our school district. Integration with Google (SSO, profile info, etc) works wonderfully. Knowledge base Articles are great. If we had to do it all over again, we would pick FreshDesk again. Our users love FreshDesk, they often comment how easy it is to place a ticket.

Pros

Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great.

Cons

Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan.

Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved.

There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen.

Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque.

The concept of ticket fields vs user fields can be a bit annoying.

There are little refinements that are lacking (email alerts that are not as good as they should be, etc).

April 2019

Josemaria from Maynilad Student Services

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

April 2019

Fresh as its name suggests

Fresh, intuitive, and a must-have tool for any helpdesk team. Freshdesk has helped improve helpdesk staff productivity, efficiency, as well as customer and top-level satisfaction.

Pros

Freshdesk gives us a fresh take on getting helpdesk support and updates. First of all, I love the fresh look and user interface. It is friendly and easy to create tickets and revisit the portal to get status updates.

It acts as a centralized hub for our support team in terms of collating all helpdesk items from multiple channels like email, voice calls, chat, etc. It is also easy to see who is assigned/acting on a ticket in order to avoid two staff working on the same ticket (too many cooks spoil the broth). Canned responses is also great since it saves us time from re-composing the same incident resolution for recurring problems (like the common concern of password reset, network/account access..etc).

Another thing is the reporting power of Freshdesk. We can churn out the performance levels of each helpdesk staff, even for the whole department. We can also generate reports to see the most frequent person/departments who request a lot of support, or which incidents turn out to be problems and for possible root cause analysis and resolution.

One more thing, is the all-important Service Level Management (SLA) which can be set up and managed well from within Freshdesk. SLA Performance reports can be easily downloaded and intuitive enough to be used for future IT strategy and planning.

Cons

The notifications can be a powerful tool for reminding the staff or triggering an action, however, Freshdesk can sometimes tend to flood the staff with all these notifications for example if a person is assigned a ticket and is also part of a group, the email sends at least twice. We'll have to look into how the setup for notifications can be more optimized.

March 2019

Shikha from ApTask

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

March 2019

Extremely helpful online ticketing system-Takes care of all HR related and other queries

Overall experience has been amazing so far as it is able to cater our day to day needs. Great platform to provide internal/external support.

Pros

We have been using this software for more than 2.5 years now in our company to assist our consultants, vendors and clients.
Freshdesk is a cloud based helpdesk system, which allows its users to resolve all day-to-day queries by generating tickets. This ticketing system works well internally and externally. Being a part of the HR Team, we receive approximately 20-30 tickets per day from our employees/Clients and other companies for assistance regarding pay, employment verification, employment letters, leaves etc. The employees send their queries to a common HR Group ID and then we allocate it to the concerned person within the team.
The Fresh desk support is implemented by the technical department of our company as well where the internal employees raise tickets in case of any technical issues.
The interface is easy to use and simple. It also provides guidelines and prompts for a new user, making it extremely easy to learn and start without much assistance. It provides the option to add a note to every ticket before closing it making it easier to know for the entire team that a ticket is closed. It also keeps a clear and manageable history of all the recently closed tickets. It also provides a feature to export a complete summary of the tickets group wise with categories and subjects, date of receipt and closure.
Freshdesk has an in-built contact directory for all internal employees making it easier to allocate copy or forward the tickets.

Cons

As per our existing needs, I do not see any cons. I am sure it offers more flexibility at higher prices but so far, it works well for us.

November 2018

John from iHOUSEweb

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

Functionality

4.0

November 2018

Great for Support Tasks

Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on.

Pros

It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history.

I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD.

I wish they had:
-more options for scenario customization
-more options for keyboard shortcuts/customization

===
They have a decent customer support team that responds relatively quick(within 24 hours).

Cons

Some features from the old FreshDesk didn't transfer to the new FreshDesk mint.
-Text in

 tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint.  I have to literally copy the whole string and create a comment so I can read my client's request.

-I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket.

-CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint.

-Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?

November 2018

Alan from LANCOPS SecureNET Services

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2018

Freshdesk can help you manage & grow your MSP business

Freshdesk helped BootUp LLC to get on top of their user help desk support problems, and this NYC-based MSP is now poised to grow its client base by hiring more technical staff and expanding its support offerings. Our collective experience with Freshdesk has been extremely positive, and we recommend it wholeheartedly!

Pros

Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.

Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls!

Cons

My only real problem had to do with Notification Alert Sounds. I wanted a way to use different new ticket alert sounds depending upon with the client, priority or assigned to me status so that I could walk away from my workstation and do other work in the computer lab but get a loud sound alert for critical new help desk tickets. A prompt response from the Freshdesk support team let me know that none of the major browsers support custom notification sounds in their API's, so there is no way to implement this at this time. (Hey Google Chrome & Microsoft IE teams: how about custom notification sounds in the next update release? Very useful for advanced users!)

November 2018

Alex from Esu 11

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2018

Great tool, even at the lower price tiers

Overall, my gripes are relatively minor, and for the most part have usable workarounds. FreshDesk has proven an invaluable tool for our small team, and I would recommend it to anyone looking for a solid ticketing system. In fact, I already have!

Pros

The interface clear and navigable, making it simple to switch from our old ticketing system. It's easy to work together on a single ticket, especially with the ability to create Private Notes visible only to agents. Email templates help speed things up, and time-based rules ensure that tickets don't sit idle too often. Also handy are the apps that allow you to expand some of the functionality or customize features.

While the ticketing features are handy, I've recently started delving into the "Solutions", aka knowledgebase. It's easy to format, and gives you some flexibility with HTML. I think we'll be able to leverage it for some very useful tutorials. In the meantime, we have a single page with a picture from The IT Crowd captioned "Have you tried turning it off and on again?"

Finally, I'd like to give kudos to FreshDesk support. They are very responsive, usually replying within a couple of hours. I don't think we've had a single ticket stay open (waiting for reply) for more than a day. As an example, another organization we support had difficulty getting outgoing email working. FreshDesk's DKIM service wasn't functioning properly, making it impossible for them to send mail from the tool. They identified the issue quickly, and were able to address the underlying technical issues in a satisfactory timeframe. Overall we haven't had many problems, but where we've had them, they got fixed or explained to our satisfaction.

Cons

Unfortunately, some of the explanations from support have been "That's available in a higher price bracket." We're on the "Blossom" level, the first paid tier, and some features that we'd find useful are only available in higher tiers that are cost-prohibitive for our two-person team. It'd be nice to have an a la carte menu to be able to add a few features for a few dollars, rather than nearly doubling our cost. Still, those features are "nice to have", not necessary, and we are functioning quite well despite their absence. I can definitely see how larger teams would benefit from them though, so I don't begrudge the tiers' mere existence.

There are a couple of weird things about the Solutions builder. I wish it was more of a "what you see is what you get" tool, though you do have the ability to preview your drafts before publishing the page. For example, I wanted include some footnotes, using superscript numbers in the text for indexing. This wasn't in the available formatting options, so I used the [much-appreciated] HTML editor. The problem is, the numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course the published page). This makes proofing cumbersome.

October 2018

Kai from KG consults

Company Size: 1 employee

Review Source


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

October 2018

Fresh, Works.

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.

August 2018

Alok from eWebGate & Alok Sharma Photography

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

August 2018

Far better than the rest!

I have tried and worked with various competing helpdesk software's (both SaaS and Self Hosted), but Freshdesk is simply amazing and outstanding. I was up and running in less than 2-3 minutes. Yes, you heard it right, less than 2-3 minutes.

Pros

The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface.

Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.

Cons

Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner.

I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software.

That way, an agent can further manually review the Spam tickets and deal with them accordingly.

Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically.

Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category.

That way, an agent can get rid of unwanted contacts.

July 2018

Sebastien from NousRire

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

Really good & well designed helpdesk software - I checked almost all of them and chose Freshdesk.

Much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc. Looking forward to integrate the telephony also :-)

Pros

I'm tech manager in a growing online business and our support team is currently 3 agents. We needed