About Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers, and monitor key performance metrics with powerful analytics.


Supported Operating System(s):

Web browser (OS agnostic)

2,228 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

(1,295)

1,295

4 stars

(785)

785

3 stars

(115)

115

2 stars

(21)

21

1 stars

(12)

12

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 2228 results

June 2019

Sinencia from Express Facility Management

Verified Reviewer

Company Size: 11-50 employees

Industry: Facilities Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2019

Freshdesk makes working easier!

In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.

Pros

I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!

Cons

One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.

Reasons for Choosing Freshdesk

We chose Freshdesk because of the variety of user friendly capabilities and features. Salesforce had aggressive sales reps who didn't care about our companies needs. Zendesk wasn't user friendly and many of the "integrations" could only be connected by people with web design or coding experience. Jobber fit our needs as a smaller company but now we have 5 service divisions. Overall, Freshdesk is the platform that suits all of our needs as a growing company.

Reasons for Switching to Freshdesk

We made the switch because we outgrew Jobber and its capabilities. Jobber lacked the analytics, history, sales features, and user friendly options necessary to grow our business.

January 2021

Viktoria from Tourdesk

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2021

The best customer service desk available

We used it for daily customer service contact and it was great. It was great for assigning

Pros

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

Cons

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.

Reasons for Choosing Freshdesk

Because of the price and it seemed like the most well rounded of the bunch.

Reasons for Switching to Freshdesk

We suddenly had more tickets than we could handle using only email.

December 2020

Reuben from Loki Systems

Company Size: 11-50 employees

Industry: Facilities Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2020

Freshdesk solved a lot of problems for us!

We are very pleased with the product, it has brought our overseas teams together and made the status on tickets much more visible.

Pros

The product has a simple and easy to use interface, but you don't sacrifice complexity or configuration-able-ness. It got us out of using a shared-inbox and into tickets, saving us a ton of time and frustration. It was easy to spin up an instance for testing, and getting the team trained on how to use was a breeze.

Cons

There are some bits of the notifications that are lacking in features, but only mainly because we have specific needs based on our process.

Reasons for Choosing Freshdesk

price, simplicity, time tracking

October 2020

Jeff from Brixwork Real Estate Marketing Inc.

Company Size: 2-10 employees

Industry: Design

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

1.0

Functionality

2.0

October 2020

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Pros

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING. To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period. If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe. If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Cons

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"? Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Reasons for Choosing Freshdesk

At the time it seemed more powerful - I was probably wrong. I wish I gave Zendesk a longer shot.

Reasons for Switching to Freshdesk

To avoid having to forward emails between staff.

February 2021

Avash from AvaTel Pvt. Ltd.

Verified Reviewer

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2021

Great Customer Support Helper For Every Business

I used to use Gmail, Facebook etc to get support tickets, inquiries etc from my company clients and it used to be messy and I saw Freshdesk on Capterra and thought about giving it a try - and it has been one of the best decision I have ever taken. I will even be suggesting Freshdesk to my clients from now on - It's simply amazing. Tracking of support tickets, inquiries, complaints etc are made easy by Freshdesk. I highly recommend it for everyone who wants to increase the efficiency of their business works(Customer Support).

Pros

Freshdesk is amazing! We can track and manage tickets easily and also track what happened to previous tickets. The User Interface is great - an average computer user can easily navigate and use Freshdesk. Also, they have a YouTube channel where they have god videos on playlists like "Introduction to Freshdesk", "Using the Fresh Desk Mobile App" etc which is the thing I like most about Fresh Desk as anyone can learn Freshdesk watching those videos. Freshdesk is also cheaper than most software out there with similar features and their customer service is very responsive and helpful.

Cons

Keeping in mind how far automation has gone in today's world - I think Freshdesk can do better but I got no complaints. Freshdesk is good for me and I don't think there are much to dislike about Freshdesk.

Reasons for Switching to Freshdesk

We used to reply to emails(Gmail) and social media messages for customer support. Using Gmail was very confusing and messy - sometimes we even missed some emails. Freshdesk seemed to be a game-changer so we switched to Freshdesk and it has really been a game changer.