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)

2,223 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

(1,291)

1,291

4 stars

(784)

784

3 stars

(115)

115

2 stars

(21)

21

1 stars

(12)

12

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 2223 results

December 2019

Neal from SoloCompute

Verified Reviewer

Company Size: 2-10 employees

Industry: Computer & Network Security

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

December 2019

Very solid help desk software

I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.

Pros

I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Cons

Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

Reasons for Choosing Freshdesk

More features and better pricing than Zendesk.

Reasons for Switching to Freshdesk

Many Many more features, great consolidation of my client base.

September 2020

Stacy from SawHaul, LLC

Company Size: 2-10 employees

Industry: Retail

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2020

Always there for me when I need them...

The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.

Pros

I did not come from a technical background, but setting up and deploying this software for all team members was a breeze!

Cons

It might actually have TOO many options, but that isn't really a bad thing.

Reasons for Choosing Freshdesk

I felt more comfortable with the FreshWorks team. I can not emphasize enough how quick they are to handle questions/comments. They are #1 for ANY company I have ever experienced. Well, except SawHaul.

Reasons for Switching to Freshdesk

Integrations were more stream-lined.

December 2020

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2020

Love FreshDesk!!!

We lover FreshDesk and expanding to the other FreshService addons.

Pros

We use FreshDesk Daily for customer support and issue tracking. We are able to track our customers and teams progress. Plus it started our free and there was a chance to learn and implement it into our daily routine and now we are paying for more features.

Cons

There are a few oddities about how tickets are made and some back scripting that needed to be done to notify team members. Overall the service works.

Reasons for Switching to Freshdesk

FreshDesk was cheaper and met our needs. It allowed us to ramp up as our company grew without breaking our budget.

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

November 2019

Sean from E2 + Associates

Company Size: 11-50 employees

Industry: Architecture & Planning

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

2.0

Customer support

1.0

Functionality

4.0

November 2019

You're on your own

Pros

The platform is relatively user friendly and has a sufficient number of features to work well.

Cons

Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN. Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'. Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.

Reasons for Choosing Freshdesk

Lower cost of entry and good usability allowed us to learn how to incorporate help desk capabilities into our business model without paying high initial fees before value was realized.