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

1,228 Reviews of Freshdesk

 

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Software Advice Reviews (160)
More Reviews (1,068)

Showing 1-20 of 160

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

November 2018

November 2018

Best Could Based customer support application

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

User-friendly interface customer support application. Multilanguage option, Clean and simple API, Great customer support.

Cons

No Major cons in this software as per our usage. It is more useful for small and medium-size business operators.

Review Source
 
 

Grace from DMCI Homes
Specialty: Construction
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Freshdesk download and get great experience!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Awesome experience for installing this application. The ticket Information for upload are fast. Everything executes fast and I love how it works.

Cons

I do not have any bad experience with this application. It's works great and very fast. Best recommended for the team!

Review Source
 
 

Farida from PMFTC
Specialty: Other
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Freshdesk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk is good in customer service and good in business to keep you customer with their files. All my documents are safe.

Cons

Always demand internet connection, as of now there's no cons. Easy to use and useful!

Review Source
 
 

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

November 2018

November 2018

Freshdesk made our life easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have tried a couple of alternatives, but have now decided to make fresdesk the core of our collaboration system

Pros

It organized the many tasks we have in our team om a very orderly fashion. The main reason is its ease of use, any new employee needs a day to start working with it and it gives a real insight in the work that needs to be done to keep up with the many requests we get from our customers. It integrates very well with all our other programs...

Cons

They have changed to a new look and feel, with many improvements, but there are some bugs that sometimes results in screen freeze or interruptions, this is getting better by the day.

Review Source
 
 

Ma-an from Megaworld Global-Estate Resorts
Specialty: Construction
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Freshdesk easily look for this app!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Good application. Great for making tickets. you can easily look the customers from their addresses or even phone numbers just simple click away and your good. It is very handy companion.

Cons

No cons with this application. I'm personally use it and no issue at all. very good app. nothing I can say. best and good job for the team !more customer to come.

Review Source
 
 

Marty from DMCI HOMES
Specialty: Construction
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Freshdesk are compatible to mobile phone

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This is an amazing app! I Love this app. so much. I can easily work anytime anywhere just using my mobile phone.

Cons

I fall in love with this product and I cant said anything wrong with this. very good and I love the app

Review Source
 
 

Warren from DMCI HOMES
Specialty: Construction
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

The team for Freshdesk are very HELPFUL!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Thank you guys to get work done and your customer service is very responsive. Keep up the GREAT work, Freshdesk Team!! love it

Cons

I do have issue with this app but it is just minimal and can easily fix. I love this app and good to my business. This is great app no complaints

Review Source
 
 

James from Hospitality Services
Specialty: Food / Beverage
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Great for customer service needs

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

With freshdesk you can easily sync all your customer service needs from email to social media all in one place and keep them organized.

Cons

Freshdesk doesn't allow for as much customization as other similar software but it comes already set up nicely out of the box.

Review Source
 
 

Cory from Meridian One
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Helpdesk Some What Easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

You can do a lot with this software by grouping 'tickets' by departments etc. It helps you manage that pesky helpdesk that any office has with an IT infrastructure.

Cons

No true form you can build in to make the ticket creating is easier or well cleaner. You can email tickets to the service and the ticket is created but they are all over the place and not formatted for quick assigning to group/department.

Review Source
 
 

Cherith from Pru Life U.K.
Specialty: Insurance
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

A new refreshingly way to do your business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Freshdesk is a breathe of fresh air. It is innovative and engaging. If in case you're just starting with a small capital, this software is a must have.

Pros

Whenever I use Freshdesk, I always think of positive outcomes. Our customer's satisfaction is essential in our business that is why it is imperative to do our jobs well and to have tools that are functional and minimalist. With Freshdesk, our task are smooth sailing since it easily let us create and work on tickets real time on a queue and check on client's responses as soon as possible. Since it is a pay as you go service, you can always upgrade the service depends on the workload you have and the number of support you need. It has budget friendly payment plans that even micro businesses can afford too.

Cons

It lacks options to fully customize the interface according to our needs before buying the full plan.

Review Source
 
 

Mylene Joyce from Unilever Global Services
Specialty: Food / Beverage
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

Freshdesk - From tickets to FAQ's

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Freshdesk is a good tool.

Pros

Their customer support is I think the best. They are very knowledgeable and politely helps until the issue gets resolved.

Cons

Freshdesk is a good tool but the monthly subscription is kind of pricey compared to other tools that does the job.

Review Source
 
 

Doly Arm from Ayala Corporation
Specialty: Construction
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

Freshdesk have awesome set up!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

AWESOME!!!! App. I can give a 5 star for this. bring me positive on my self no need to bring my heavy laptop. feature are awesome damn. all Freshdesk already had it in their app. Everything executes quick, i buy work done and their client service is incredibly responsive. maintain the good work, Freshdesk .

Cons

I really refer this to my friends and one amongst my friends aforesaid he has invariably logged in at. however on me? Nothing issue happy and am passionate about it.

Review Source
 
 

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
 
 
 
Showing 1-20 of 1,068

stella from The Home Depot
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2018

December 2018

Freshdesk the cloud is your best ally for 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

This is very easy to use software and the assistance to the clients of my company has improved
considerably since we started to use it, without a doubt it is an excellent option to manage the
customer service always keeping the order. In my case it was very useful test version offered by
just registering on their website because I could get a little familiar with the interface and convince
me to hire the paid version to use it in my company, I recommend it.

Pros

Freshdesk offers many advantages to the user, among them I can mention the excellent service
received by the user assistance staff, as well as the wide range of options to customize the
interface that goes from changing the colors of the theme to include the logo of the company with
which used. Using the cloud as a way of storage means that with this software we do not use a lot
of space on our computers and it is their best feature.

Cons

Compared to other software that have the same purpose I can say that Freshdesk has in general
terms more basic functionalities, I could also notice that if you want to change a user name then it
seems that the information of the previous tickets is deleted, it is Say, do not drag the ticket
history to the new name but rather it seems that you made a new subscription.

Review Source: Capterra
 

Grigory from Global Services at Luxoft
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2018

December 2018

Cool application for working with 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
Pros

In general, I liked the tool. Very accessible and simple interface that allows you to quickly understand all the intricacies of the work and settings. The application can be a great start for a successful business at the initial stage.

Cons

The software is too simple and does not have enough features. With the expansion of business, we had to move to a more versatile tool. I want to note that the application is quite flexible, it can be improved at its discretion, but here everything depends on the nuances and direction of the business.

Review Source: Capterra
 

Abdelhamid from AIY Expert Solutions
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Definitely my favorite 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

Used this service for a freshly launched website and it was a great choice, everything was easy to set up and the free plan was more than enough which is something that can really empower entrepreneurs until they establish their business and upgrade to a suitable paid plan instead.

Pros

- Amazing and empowering free plan!
- Awesome features
- A wide range of integrations
- Modern and easy to navigate interface
- Very useful keyboard shortcuts
- Very easy to setup

Cons

I absolutely can't think of any cons, everything about this platform keeps on amazing me

Review Source: Capterra
 

erika from Church
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Easy to configure

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 use the version of 3 free licenses and the call center to which support is very small, works perfectly.

Pros

The system does not have many advanced options and allows you to customize the triggers, the inputs as emails in a very simple way, the configuration of users goes in function to defined profiles which is also very intuitive

Cons

I do not have points against the system, considering that it works perfectly for small calls centers

Review Source: Capterra
 

MAYSA from Loupen
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

A great solution to have my tickets organized

Ease-of-use

Functionality

Product Quality

Customer Support

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

Channel management (omnichannel)
Marketplace
Csat and Kbase

Cons

The app is not for customers, is only to the agents.

Review Source: Capterra
 

Nicola from West Midlands Employers
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Very easy to use - flexible to your needs

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 customer support staff are very friendly and helpful - nothing seems too much. I've always received a positive experience and our account manager is always on hand to help!

Pros

The Freshdesk system itself it very easy to use and has a friendly interface. Dependent on your package, you can create custom fields and brand the help desk to how you see fit.

The reporting functionality is great - informative and quick to use which is want you want for quick, high level data.

You have the freedom to use add training materials and develop this how you see fit - all in all, it's very simple and find that it's good value for money

Cons

When it comes to reporting on fields within your ticket - if these are removed, the data associated with it disappears which can be a stumbling block at times, however, with all reports - it's thinking about what field relates to what data

Review Source: Capterra
 

John from Neuvision
Number of employees: 1 employee Employees number: 1 employee

December 2018

December 2018

Freshdesk ticketing system 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

Great cloud package for support ticketing tracking.

Pros

Clean look for submitting tickets for support. We are running the free version which works for many IT companies

Cons

If you want to customize the form, you'll need to pay for the use of the software

Review Source: Capterra
 


December 2018

December 2018

Easy and accesible

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

Just great.

Pros

It is very simple to use. It is easy to assign and organize your emails. It has many options that speed up and facilitate the income of emails.

Cons

The app sometimes crashes. Once you open a ticket, sometimes, the screen remains blank and in order to continue operating normally you must exit the ticket and re-enter.

Review Source: Capterra
 

Steven from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2018

December 2018

Does outstanding work .

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

I love that you can outsource your helpdeks needs to a cloud . It makes things simpler .
The platform encourages customers to work with you towards creating the quickest solution.
The ability to assign groups increases efficiency further .

Cons

I don't like that you can't customize your report preferences . It has an user based fee ,and you really have to be careful with it to not go over budget .

Review Source: Capterra
 

Stefan from Uptime Computing
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Modern, Responsive and Elegant

Ease-of-use

Functionality

Product Quality

Customer Support

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

Great and enjoyable product to use. Love the UI/UX. Would recommend to colleagues. Has a few quirks which will liekly be ironed out soon, I hope

Pros

The user experience is great, always able to quickly locate the information or fields I'm looking for.
The dashboard is optimised for power users (using tab, enter, arrow keys, etc) for filling out fields with little to no friction.
Love the new moderns design and the little loading messages, they really do make a difference.
Simply put, I enjoy using the software!

Cons

I often find myself writing a replay to a customer, but before sending it I need to write some more notes for the ticket. Unfortunately this is not possible, once an email response is drafted you are locked in that view/input until it's sent.

The mobile app and API access always seems a bit sluggish, it would be great if the responsiveness was improved.

Review Source: Capterra
 

Shashank from Touch Panel Control
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Helpdesk that actually helps!

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

Minimal to no training required to get used to the program interface. It is simple to set up and is quite smooth as butter to run.

Cons

None as far I can see. I'm excited for any more features that could be implemented.

Review Source: Capterra
 

abdalrahman from spirula
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

point of view after 8 months of using 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

awesome

Pros

the most beautiful thing is that i ca do what i need, that mean i have full access cad control ant my tickets and all daily work

Cons

customer knows what I am doing all the time, we need to allow to do actions without seen by them to control on the work easily

Review Source: Capterra
 

Solomon from Solista Digital
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Freshdesk Support 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

I locked my account by mistake and i wouldn't login again due to error in email. The support team through screen-sharing and phone call helped me regain control of my account. I also like integration ease with other apps.

Cons

It may lack a few features compared with other premium apps, but this is understandable compared with its affordability.

Review Source: Capterra
 

Evelyn from Bird + Stone
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Excellent software! Highly Recommend!

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

(same as 'What I like least')

Pros

The many different features available on one platform. Say goodbye to the days where you had to keep 50 tabs open to run your business!

Cons

Because there are so many features, I can see it being a big learning curve for some people. It will take a time to understand and learn how to use the software to its fullest potential, but to be honest, that just means Freshdesk has a lot to offer. Also, customer service reps have been amazing at answer questions promptly and teaching how to do things simply!

Review Source: Capterra
 

John from iHOUSEweb
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Great for Support Tasks

Ease-of-use

Functionality

Product Quality

Customer Support

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

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?

Review Source: Capterra
 

Miles from PLT
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Simple and Effective 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

This product is simple to use for both staff and customers alike. The user interface is well presented and has a logical layout which makes viewing and updating tickets really simple. The reports created by it are really useful as well and I regularly use them to show higher management just how busy we've been.

Cons

Occasionally, some of the custom views I have setup revert back meaning I sometime don't see the odd ticket as quickly as I normally would but this is a tiny problem in the scale of things.

Review Source: Capterra
 

Michael from ISS
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Great software for beginners

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 software is very easy to learn. You can be up and running within about an hour or two. Great for smaller to medium sized shops.

Cons

The feature is lacking in some features if your not willing to buy the most expensive product plan.

Review Source: Capterra
 

Paul from BizX
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 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

Freshdesk helps us organize and automate our Member Care team. It also allows us to gather critical data to continue to improve the member experience.

Pros

Ease of use, design and good customer support

Cons

Everything seems to be fairly intuitive, and for things that are not, or help is needed, support is very good.

Review Source: Capterra
 


November 2018

November 2018

Best Bits

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

So far its been great

Pros

Ease of use, price point, reliableservice in Freshdesk

Cons

no one is ever available in Fresh chat customer service via a call. Leaving a message doesnt work too, i cant record a message

Review Source: Capterra
 


November 2018

November 2018

Upgrading from emails to 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

We upgraded from emails, Facebook, phone calls, messages, etc. into Zendesk, which was a great help for channeling all our communications. However, once we discovered Freshdesk we realized it had the benefits of Zendesk but a lot more functionality. We are currently making the switch and it comes highly recommended!

Pros

It helped our whole organization channel all the different communication platforms into one concise platform, and helps our customers felt hear and responded to.

Cons

It has taken a while to get used to Freshdesk, since there are so many functions available on Freshdesk. It would be good if a more complete tutorial was available.

Review Source: Capterra