What are Freshdesk Contact Center users saying about the software?
Read what people like you have said about using Freshdesk Contact Center software through verified user reviews
User Review Highlights
3.82
28 Reviews
Ease-of-use
out of 5Customer Support
out of 5Value for money
out of 5Functionality
out of 5"It's easy to setup holidays and employees schedules to make it easy to set a schedule for your customers. It has a clean graphic interface and it's not confusing for basic users."
"Setup is easy and works with little effort. Support is absolutely fantastic."
"It's really easy to get going for very low cost. We started off by installing the app on a cheap smartphone and were quickly able to receive calls on it (without cell service, just over WiFi!)."
"There isn't a customer support phone number. No chat system for support either."
"A few of our callers on the last call had some trouble joining the call, but it seems like it was more of a user error than a system error."
"Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue."
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Showing 1 - 25 of 28 reviews

Sara
Verified reviewer
Company size: 201-500 employees
Industry: Environmental Services
Time used: Less than 12 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
April 2022
Simple and reliable
It was quick and easy to set up, compact. And integrates with CMR tools that complements the whole package
Pros
The contact center is really easy to set up, integrates with other tools allows agents work continously with all the processes. Giving the customer a perfect experience.
Cons
Maybe wee need a scheduling tool integrated
Dave
Company size: 11-50 employees
Industry: Financial Services
Time used: Less than 2 years
Review Source: Capterra
July 2020
Freshcaller for SMBs
I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.
Pros
Freshcaller offers a very easy setup and implementation. We transitioned from Five9 with little to no effort. Aside from the easy to use software, Freshcaller's support is top-notch.
Cons
Freshcaller is missing some key features, functionality, & reporting that more enterprise level solutions may offer. While they are consistently releasing new updates, I do find that there are a few items that I'm longing for.
Reasons for choosing Freshdesk Contact Center
Seamless intergration with Freshdesk.
Reasons for switching to Freshdesk Contact Center
Cost and ability to integrate with Freshdesk.
Jackson
Company size: 11-50 employees
Industry: Automotive
Time used: Less than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
October 2019
They don't care if you are unable to use the service or do business.
Pros
You might go a few months without experiencing some sort of technical issue or complete service outage.
Cons
When you do have a technical issue or complete service outage it takes DAYS to get a response or any real action toward fixing your problem. Our service is currently down and no matter how many emails you send (there is no support phone line to call) no one will get back to you to let you know it is a known issue and being worked on. We haven't been able to call out to our customer base for nearly 24 hours now and still no response. We are currently currently shopping for another customer management system because this is not the first time that we have had catastrophic failure preventing us from doing business and left completely ignored with absolutely no support.

Mian
Verified reviewer
Company size: 11-50 employees
Industry: Information Technology and Services
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
October 2019
Customer Service Made Easy
After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier
Pros
1. We had first integrated the old telephone model but with the release of Freshcaller, they offered us to transfer to this platform without any extra charges and reducing our features 2. Get entire call history with cost and recordings 3. Cost effective compared to larger companies 4. Seamless integration with all products
Cons
Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue
Anonymous
Company size: 51-200 employees
Time used: More than 2 years
Review Source: Capterra
August 2020
Fantastic and easy to customize tool
Pros
Freshcaller has been a fantastic tool to respond, monitor, and track our customers issues and requests.
Cons
Not really anything - except maybe that we had to request some countries to be whitelisted for calling, after finding out that those were not set or available to us per default.
Ewan
Company size: 51-200 employees
Industry: Hospitality
Time used: Less than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
December 2019
Easy to setup , good reporting
We needed a call solution for international numbers and found the call flows easy to setup and route to the correct landlines/mobiles/Freshdesk agents. It is great to be able to record calls and store voicemails in our ticketing system in out of office hours. As international numbers became harder to retain without having business addresses in these countries, we have had to reduce our coverage of unique numbers per region. At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.
Pros
Looking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive. Understanding the rules/call flows setup can also be reviewed fairly easily.
Cons
The integration with Freshdesk is not as close as we originally expected when subscribing. It does undergo improvements every so often but our ideal solution would be more seamless than it is at present.
Okechukwu
Company size: 51-200 employees
Industry: Gambling & Casinos
Time used: Less than 12 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
August 2021
Mid tier call solution
Pros
Simple user interface Dashboard is very helpful and pretty straightforward.
Cons
Tagging feature should be expanded to contain broader definitions Integration was not easy especially in a BYOC situation

Bo
Verified reviewer
Company size: 2-10 employees
Industry: Mental Health Care
Time used: Less than 12 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
December 2019
Product is okay - handy to have everything connected - technical support is overwhelmed
My low bloodpressure and calm deameanor have been solved, now I get the benefits of high blood pressure and anger management. The support reps themselves are generally responsive, but the dev team and/or the technical support team are obviously under-freaking-water as they just make false promises and then don't fix it. I would be careful about using them unless you're a really big company that gets some sort of priority access and/or an account manager to make sure requests are fixed.
Pros
I like that phones are connected to my ticketing system - it's handy to automatically see who the call is from and the previous tickets.
Cons
My freshcaller to freshsales connection has been broken for FOUR MONTHS with no ETA of when it will be fixed. I'm super confused on how this is so hard and why the technical support team can't seem to fix it. I've written them at least half a dozen times, sometimes to freschaller and other times to the freshsales team, and all I get is the runaround.
Reasons for switching to Freshdesk Contact Center
We wanted everything connected, but that's only valuable if it works...
Alois
Company size: 201-500 employees
Industry: E-Learning
Time used: Less than 6 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
April 2021
Most terrible customer Service
Pros
There are a lot of feature. Most of them are only available in paid plan.
Cons
The response time of ticket is really bad and the most terrible is that the responses are only "we take care of the problem and someone will help you" which does not happen. Even easy task like to switch from a free to a paid plan (which is not able in the software) could not be solved after 2 weeks ! Each Account has a account manager which looks like more a single point of failure for us. Every ticket and request is redirected to your account manager. If this guy can not handle probably the 1.000 tickets a day this poor guy gets - you are simple stuck. Phone calls are really good and easy in freshcaller but there is not a easy way to send and reviece sms in freshcaller at all. So you can not use it to replace a normal mobile phone which should be the idea.
Reasons for switching to Freshdesk Contact Center
The customer Service did responde to our support ticket
Nicola
Company size: 1,001-5,000 employees
Industry: Logistics and Supply Chain
Time used: Less than 6 months
Review Source: Capterra
August 2020
new ideas
I am very undecided whether to buy it also because I would need many licenses and the costs go up. It also seems that it is not possible to have Italian numbers, this aspect would block the whole project
Pros
freshcaller is integrated with freshdesk
Cons
the monthly fee seems too expensive to me. I have to pay a fixed fee per month per agent and pay another euro for each number in addition to the call minutes. I am not very happy
Reasons for choosing Freshdesk Contact Center
we have not yet chosen, but perhaps we will make a separate contact center
Pierre
Company size: 51-200 employees
Industry: Financial Services
Time used: Less than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
December 2019
Easy to operate
Pros
It is easy to operate and set up callflows, business hours, etc.
Cons
That it does not offer all kinds of phonenumbers on the markets we use freshcaller.
Tuija
Company size: 51-200 employees
Industry: Non-Profit Organization Management
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
December 2019
Too many features
Our advisory service uses Freshcaller to reach the customers, when they have called us and their service demand has been locked in our Fresh desk system.
Pros
Our service team can contact and call our customers by the system and not use their own phones and phone numbers.
Cons
On user level system is complicated when it is combined to Fresh Desk Mint version. Using earlier versions the usage was more simple for my team. The system does not recognize phone numbers and produces tickets on every call also when the same customs calls again during the same service time.
Reasons for choosing Freshdesk Contact Center
We liked the first version which was simple to understand and use.

Daniel
Verified reviewer
Company size: 11-50 employees
Industry: Investment Management
Time used: Less than 6 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
June 2019
Technology is fine. Customer support is not
We are using FreshCaller as our primary phone line for one of our software products.
Pros
User interface is intuitive and easy. Call quality is great, never had any bad connections with poor audio quality.
Cons
There isn't a customer support phone number. No chat system for support either. We also use FreshDesk and there is a support chat for that. The support staff for FreshDesk is friendly and supportive so I'm not sure why FreshCaller support is so lackluster...
Colette
Company size: 1,001-5,000 employees
Industry: Higher Education
Time used: Less than 12 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
July 2021
Freshcaller Agent
I consider myself a novice at this point even though I have been using the platform for months now. I am still learning everyday how to better my experience
Pros
This has become an essential tool while working remotely. Allows for agents the privacy to provide customer service without having to utilize personal data or personal phone numbers
Cons
Does not work with our VPN and it is a steep learning curb to fully understand the functionality
Yan
Company size: 2-10 employees
Industry: Management Consulting
Time used: Less than 12 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
March 2018
We use it as online calling solution.
Easy to set up online phone that works greatly with Freshsales.
Pros
We don't need a full online solution for online calling, as we use it from time to time. As we use Freshsales, and they offer option to buy a online phone, we use it. It works and prices are quite close to Skype business.
Cons
They offer online phone numbers not in all countries. So, if you need a telephone number in country they don't offer you have to buy another number from another company - not very convenient.
Travis
Company size: 501-1,000 employees
Industry: Electrical/Electronic Manufacturing
Time used: Less than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
December 2019
Freshcaller is the ticket to setting up your service program
We moved over from another product that was stuck in the middle ages and we are so happy we did. It's so easy to setup and get functioning. We like the freshdesk integration to capture all of our customers issues and it records the conversations so we can monitoring ours service technicians to ensure they are giving the proper responses.
Pros
It interfaces with Freshdesk and captures all the call volume. It's easy to setup holidays and employees schedules to make it easy to set a schedule for your customers. It has a clean graphic interface and it's not confusing for basic users.
Cons
The app had some bugs in the beginning but those have been flushed out. The customer service is actually really attentive and they take their product serious.
Reasons for choosing Freshdesk Contact Center
Price
Reasons for switching to Freshdesk Contact Center
Price and functionality

Amanda
Verified reviewer
Company size: 201-500 employees
Industry: Publishing
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
May 2022
Great inexpensive ticketing system
Solving customer issues and documenting repeat issues is very simple with Freshdesk. I can login each day and know that emails are being documented correctly. It is easy to make changes to ticket fields, add more options for reporting purposes, and the automations make simple processes easy to execute so I can focus on more complicated tasks.
Pros
Freshdesk is great for its ticketing system. It is simple to use. The calls feature is pretty straightforward.
Cons
The reports function leaves a lot to be desired.
Reasons for switching to Freshdesk Contact Center
Intercom was too complicated
James
Company size: 1,001-5,000 employees
Industry: Construction
Time used: More than 2 years
Review Source: Capterra
August 2020
A Solid VOIP Product
Overall it does what i need - it breaks rarely and it was easy to setup. Cant complain too much about monochrome features
Pros
Setup is easy and works with little effort. Support is absolutely fantastic.
Cons
Call flows are not very customizable. You are forced to follow the typical "call center" schema and the pre-recorded messages are terribly narrated.
Anonymous
Company size: 2-10 employees
Time used: Less than 12 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
April 2019
Increase the quality of customer service
Pros
The dashboard, feedback and ability to review calls after they happen - along w notes that can be added help to increase the quality of our customer service team allowing them to ability to review and provide feedback in an easy manner. Regardless of tech ability, our team is able to use this service with ease.
Cons
The only drawback is the difficulty in setting up an IVR for holidays is a little bit tricky - but the capability still exists.
Jax
Company size: 11-50 employees
Industry: Information Technology and Services
Time used: Less than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
November 2019
Easy to use business phone line
It's great to have Freshcaller so integrated with the rest of Freshworks, particularly Freshdesk. Using the whole suite is a cohesive experience.
Pros
It's really easy to get going for very low cost. We started off by installing the app on a cheap smartphone and were quickly able to receive calls on it (without cell service, just over WiFi!).
Cons
The app has a couple bugs, first with it not automatically turning off the screen when held to the face like other calling apps, and second with the call controls (like mute) disappearing in the middle of a call.

LaTasha
Verified reviewer
Company size: 2-10 employees
Industry: Information Technology and Services
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
April 2019
It takes about 5 minutes to setup
I am a HUGE fan of the Freshworks suite including this little nugget, Freshcaller. I needed a solution quickly for my virtual assistant and sales coordinator to be able to make calls from a single phone number. Although we are all in the same state, we live in different cities, so this was a gem to find. Now they can make calls under my business phone number, local to the city I am in to maintain consistency. The icing on top is that integration with Freshsales, which I use daily. I can make call directly from my Freshsales dashboard in just a couple of clicks. Truly a game-changer.
Pros
The best part about Freshcaller is ease of use. It took less than 5 minutes to purchase a phone number and make my first call.
Cons
I noticed the app does not allow Google Sign-in, so adding that as an option would be great. My business uses the GSuite ecosystem and most of the apps we use have this option.
Anonymous
Company size: 51-200 employees
Time used: Less than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
April 2019
Crashes, dropped calls, and lost voicemails
Not a good experience, it needs updates, and bug fixes.
Pros
It has a very nice look to it, modern and does a good job of making it easy to integrate across other platforms
Cons
It frequently drops calls, crashes, and loses data. It's extremely frustrating when on important support calls. Every now and then it will be unable to find a phone number and not allow you to make a call until after you reboot the browser.

Luke
Verified reviewer
Company size: 11-50 employees
Industry: Media Production
Time used: Less than 12 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
April 2021
Not for a smaller business like us, but great for larger call centers, etc!
Not terrible. While it wasn't a good fit for us, I do think it's a very helpful solution for a business with different needs than ours.
Pros
It's very scalable. If we needed to bring on and add more agents we could do that with no issues at all.
Cons
It ended up not being a great fit for us at the time because it's obviously built for a littler larger of a call support system than we needed at the time.
Hue
Company size: 501-1,000 employees
Industry: Computer Networking
Review Source: Capterra
This review was submitted organically. No incentive was offered
July 2019
Speak - easy
Basically, I am working as a customer support for calling center, and I found that this app is useful and convenient for me to use and have the inbound and outbound calls with customers.
Pros
I really like this app because it can evaluate agent's performance and analyse the call volume weekly and monthly. Furthermore, the sound quality is good when contacting with customers.
Cons
It sometimes gets the drop calls, crashes.

RanjithKumar
Verified reviewer
Company size: 11-50 employees
Industry: Real Estate
Time used: Less than 6 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
January 2019
Best PBX software for affordable price
Pros
- best software to handle all you call support. - Easy to use and the dashboard gives overall status of all the calls and queries - Using local phone numbers for the calling is one of the superb features
Cons
- More integration is needed to export the data between multiple systems
