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

1,003 Reviews of Freshdesk

 

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Software Advice Reviews (145)
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Showing 1-20 of 145

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
 
 

Felix from Corporación Estelio
Specialty: Education
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

One of the best alternatives (top 2) for HelpDesk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

live communication with customers is key and makes a difference in the current market, this tool is superior in this aspect, the automation of processes or tasks is ideal and eliminates excesses of manpower ... The collaborative tools (between internal teams) it's marvelous. The approach given to the SLAs gives a different, practical and effective vision, the management of remote work groups is very good .. the customization and integration is super easy and effective .. the Mobile App is very functional .. I recommend 100%

Cons

There is not much to say against this tool, maybe it is complicated to understand and manage multiple businesses and teams working at the same time (define the workflow and the dashboard), but when you achieve it is the maximum.

Review Source
 
 

Kevin from Vapeco
Specialty: Retail
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Zendesk still leads the way

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Nice UX that makes customer support seem effortless. Ton of feature and plug-ins to use with it on your e-commerce platform.

Cons

On-boarding is confusing and set-up is lacking guidance. Spent 30 min trying to figure out how to set a "We received your message" automatic email response. Zendesk on-boarding a lot more user friendly!

Review Source
 
 

Jorge from manesa
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

FreshDesk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

it is a good software if you just want to keep track of your open tickets.

Pros

it has some free version that allows to have one seat and sometimes thats enough, it has a very good way to track you open tickets

Cons

the pro version its not that cheap as it should be, it needs more features for example i will help if it has some kind of remote connection to give support and close some tickets

Review Source
 
 

Oliver from EDAG Engineering
Specialty: Engineering
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

An excellent and adaptable ticketing or sales tool.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Worth investing for a new startup to get staff and productivity underway.

Pros

This is a great ticketing system, we used it more for sales and lead generation to pump in and convert emails into leads which would be distributed to sales teams. Great for productivity and works well in a highly adaptable and changing environment.

Cons

We would for a user base for 25, the monthly cost was high but it worked well for the 24 month period in which we needed it for.

Review Source
 
 

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

July 2018

July 2018

The best customer support software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I like the further integration with programs like Freshsales (CRM) and Freshchat (Chat)

Pros

Keeps track of all the tickets of our team, very accessible and easy to explain to new employees. Integrations with other software are much improved over the years we are using it. We just upgraded our ERP that also had a Ticketing function, but we stick with Freshdesk. Pricing is right.

Cons

The API function has issues, so sometimes the interconnections stop because of too many requests. The new layout (Mint) still has some challenges, but they are taking care of quickly.

Review Source
 
 

John from Financial Services
Specialty: Other
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2018

July 2018

One of many Help Desk vendors

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

The interface is easy to use and intuitive. Consolidates all our tickets and support questions from multiple sources with ease.

Cons

Freshdesk seems to be one of the newer products in the Help Desk space. There is still functionality and features that need to be built out to compete with other vendors. Things like automation and categorization of tickets.

Review Source
 
 

nagendrs from indextra ab
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

good support platform freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Should think sbout opening attachments and highlighting the contents of attachments to that of contents of ticket

Pros

Canned responses
Merging of tickets
Knowledge base is available variables are useful
Attachments are acceptable.

Cons

Does not automatically relate the tickets of same user.
Ssslow ui variable usage is not prompted for context just lists attachments are not opened by default.

Review Source
 
 

Gurmukh from G.I.G.V.
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Lovely features of this software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Now with this software our every email is converted in to ticket and proper reply to the customers.We are happy to use this software. never have any issues with it being out of use.

Cons

Did have to ask quite a few questions via their helpdesk to set up and get it working to a way that suited our needs.

Review Source
 
 

Paul from Government
Specialty: Advertising
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Good customer support tool

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Created better relationships with our customers as we're able to support them faster and share knowledge across the team.

Cons

The paid tiers rise sharply and when trying to use the mobile application it doesn't feel as fluid as the desktop.

Review Source
 
 

Han Wen from Premium Parking
Specialty: Hospitality / Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Basic Time tracking functionalities

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Basic Time Tracking functionalities, easy to use user interface. Has all the essential functionalities for basic time tracking.

Cons

It doesn't have a lot of advanced functionalities, ex. assigning multiple users to one ticket, and the analytics function provided is very limited.

Review Source
 
 

Mary from SC Technical College System
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Helpful and Well Designed

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I like the look of Freshdesk. It keeps all tickets organized and easy to find. The reports that are able to be generated come in handy in our meetings.

Cons

I wish it was able to be AD integrated. We had to enter in each employee's info so it can automatically be tracked. We only had to do it once, but it would have been much simpler with Active Directory able to be synced.

Review Source
 
 

Vagdevi from Santander
Specialty: Banking
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Best software to use it as helpdesk and even you can try for 3 months free trial which includes all the features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to use and anyone can learn without any prior knowledge and it also can be used through email which allows us to interact with customers.

Cons

Little expensive when compared to other tools and that to when you wanted to use reporting module you should require premium package. Though you can test it before you purchase.

Review Source
 
 

Gina from Sporting Goods
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Fantastic product; recent glitches

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Love love love everything about this software except for the recent crashes and slowdowns we’ve been experiencing.

Cons

As mentioned above, our team recently stumbled across some issues in terms of freezing, crashes and general slowness.

Review Source
 
 

Michael from The Spur Group
Specialty: Consulting
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Great tool for knowledge management and employee issues

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to use and administer both the ticket system and the articles feature. We are also rolling out the user forums and enjoy that so far.

Cons

It took a while to get implemented fully, but have been overall very satisfied. Some of the more advanced features seem to be pricey for our organization.

Review Source
 
 

Michael from Keka Technologies Pvt Ltd
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Always offer an instant customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Effective Ticket Management resulting good customer experience.

Pros

Assigning tickets was never been this easy, one can label the tickets and forward it to the right person.
- Whenever there is high traffic, over emails, calls or social sites, Freshdesk has an option to assign Agents (team members) to provide support, it helps to reply the customers on the right time, and not to miss out.
- The Android/iOS is also a gem, when we are on the move also, we can always support our customers, bringing good experience to them.

Cons

Though Moile application is a great tool, it still needs some updates, also for a startup - or mid-scale company, it seems like on a higher price side, but overall it can be a good option.

Review Source
 
 

Jordan from Sunland Home Care
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Excellent Support Platform For Our Clients

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Freshdesk has provided excellent ease of use and communication with our clients when they have any issues and need our support staff's attention. This made our retention rate increase as clients were very satisfied with our responsiveness.

Cons

Freshdesk works as good as you and your staff works it. No support software helps unless there is a user there to drive it. As long as you put the support staff in you will be satisfied!

Review Source
 
 
 
Showing 1-20 of 858

Prateek from Paytm
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Freshdesk - a "One-Stop Solution" for the "Entire Customer Service" needs of an enterprise

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 explored Freshdesk quite in-depth and was not only amazed by the availability of multiple features but also the comprehensive of all the available features. Its a commendable effort from the firm. Hope to see more and more features getting added in the future so that it can maintain its position as a one-stop solution for every possible need of a firm w.r.t. customer service.

Pros

- End to end solution from ticket generation to allocation to follow-up and closure
- Multiple functionalities covering almost the entire range of requirements expected from a Service Desk
- Detailed features within every functionality showcases that a lot of thought has been given while its creation
- Extension across platforms from ticket generation within the firm to widgets which can be used on customer portals to bots which can help in automated replies to general FAQs along with input availability from various social media platforms, no doubt it is a formidable competition to existing players in the space

Cons

- Ticketing form needs to explore more options which are available on competitor form builders (e.g. logic based ticket fields, more than 3 dependent fields, easy automation to generate certain ticket fields basis values in other fields i.e. not just API based automation which involves tech, something which uses automation like dispatcher rules which can be easily implemented by the user itself etc.)
- Addition of more Social Media platforms (currently not comprehensive) and proactive addition of popular Social Media channels as soon as they become popular to not only make it comprehensive but also latest in its offerings driven by the demand of a face changing world
- More options available in the BOT feature for more effective usage so that more automations can be done via it as AI is the future

Review Source: Capterra
 

Deanna from Jeanswest
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

User Friendly

Ease-of-use

Functionality

Product Quality

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

The simplicity of the program. Agents can efficiently action day-to-day tasks with ease. All of the features are very straight forward which makes it easy for training new staff.

Cons

The reporting for the Phone Channel is limited. However we will be moving to Freshcaller which I have been told will improve the reporting feature.

Review Source: Capterra
 

Adam from Feefo
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Our bread and butter for continuous improvement

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 was implemented before I took over ticket management within our business but I instantly saw a platform with potential to gather customised insight to aid us in our continuous improvement. The customer support team are always prompt and helpful. Couldn't recommend them enough!

Pros

FreshDesk is as easy to implement as it is easy to customise. This allows us to to apply the insight we need from a ticketing solution ourselves and then present it back to us in valuable reports that are easy to use.

Cons

So far FreshDesk has done everything I have wanted it to.

Review Source: Capterra
 

Dan from Algebra Din SRL
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Great customer support solution

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

We have implemented this management system for a long time and have never regretted it. Most of all I like the detailed collection of statistics. Due to this, we can conduct an analysis of the effectiveness of our employees.

Cons

I do not like how the fare is arranged. When the number of users increases, it is necessary to update it. We had to change the subscription to a more expensive one several times because of this.

Review Source: Capterra
 


October 2018

October 2018

Review by Lakshman - Head of Operations for Wavenet

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

In terms of management this gives some features. But I believe there should be more reports related to trends and patterns including line graphs. Currently we have to use a BI tool to get that done. Also it is good to have a documentation describing all the features and fields rather asking for FreshDesk support.

Pros

Flexible and giving good support in getting things understanding.

Cons

Good if the price is bit lowered, and some reports are only required for managers and not for agents.

Review Source: Capterra
 

Jessica from Donamaid
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Freshdesk is awesome

Ease-of-use

Functionality

Product Quality

Customer Support

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

Overral it has been a great software that helps a lot our company to maintain its customers and to improve our customer support.

Pros

It is a great feature that can help other business to improve their customer support by managing the tickets and verifying the time to solve problems.

Cons

It has some non responsive design that hardens the way to use the platform.

Review Source: Capterra
 

Janine from Titanium
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Report For Extraction

Ease-of-use

Functionality

Product Quality

Customer Support

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

They have their support. You would know who is attending your ticket.

Cons

nothing so far, its my first time to raised a ticket and they responded so fast

Review Source: Capterra
 

Rajat from 3megawatt Gmbh
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 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

Quite well. We are using it as our ticketing system.

Pros

Easy interface to assign and reassign ticket from one user to the other.
Integration with JIRA is also very good.

Cons

The saving and publishing of articles within Solutions module is not very much intuitive.

Review Source: Capterra
 


October 2018

October 2018

Freshdesk is Great

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

Freshdesk has very smooth design and nice features. Its great that it also offers iOS app.

Cons

Nothing that i can think of. Maybe iOS app should offer more capabilities besides editing tickets.

Review Source: Capterra
 

Harsha from FusionCharts
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

A useful SaaS app for all of your help desk needs

Ease-of-use

Functionality

Product Quality

Value for Money

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

In the world of 25+ help desk softwares with new ones coming out every 6 months Fresh Desk is a sane choice to go with. Its grown from just a help desk to offering so many products in one package that its hard not to use it.

Cons

The pricing doesn't scale well like your supporting needs and that's the only thing that's wrong with freshdesk.

Review Source: Capterra
 

Anna from Blackhawk Digital Marketing
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Amazing FREE ticketing platform

Ease-of-use

Functionality

Product Quality

Value for Money

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

This is a fantastic solution for anyone who needs a simple, effective ticketing solution.

Pros

It is an amazing platform for the cost (FREE!). Works great for multiple clients and companies.

Cons

Not a ton of outside integrations. Would be nice to have customized notification settings, per customer or company.

Review Source: Capterra
 

Tracy from Insurance
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Kennion

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 have several team members and with Freshdesk we can back each other up when someone is too busy or out of the office. It is nice to know that our customers will be helped by someone in a timely manner.

Pros

I like having everything for our team in one place. It's very easy to see where the workload is and share the responsibility. It's very easy to review and respond to our customers professionally.

Cons

We cut and past a lot of information into our responses. It doesn't maintain the format and we have to spend time correcting.

Review Source: Capterra
 


October 2018

October 2018

Very Good Suite

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

Ease of setup
Customer Support excellent

Cons

Customisation options for "Customer Satisfaction"

Review Source: Capterra
 


October 2018

October 2018

A solid product that limits the features on the mid to lower tiers

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

We use Freshdesk for ticketing, knowledge base, user forums (just getting started with this) and for chat support. Overall, it has been a positive experience. There have been minor issues, as there are with all software, but I have been impressed with the support I have received from Freshdesk in times of need. I wish that they would be less restrictive on the middle tier for customization. Also the URL obfuscation when working on solution articles is incredibly annoying. I came from a Wordpress background and find Wordpress to be a much better experience for managing a knowledge base than Freshdesk.

Pros

We've been using Freshdesk for about 4 years now and have seen the product grow and improve, as we ourselves have grown and improved. We recently migrated our knowledge base to Freshdesk and have enjoyed the one-stop shop for all things support. It does a good job of integrating the ticketing system with the knowledge base.

Cons

It seems like all of the minor things that we want are always one or two tiers up. While Freshdesk isn't the most expensive solution, it wouldn't make sense for us to go up a tier to get these minor features we are seeking. So it is frustrating that minor features (such as customization in the Solution articles) is only included for the higher tiers when it would benefit all users.

Review Source: Capterra
 

Ayu from Nvision Media
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

User friendly ticketing tools

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

One of the easiest tools to use to resolve and address all your concerns and queries raised by your clients. Number of other features like Reports, Filters, Surveys helps you in extracting the correct data and progress of the support team.

Enough tenure (21 days) to evaluate the product, easy to integrate and implement, hassle free working and so far did not encounter any functional bug.

Cons

The mint version of software is not very pleasing to the eyes, it although depends from one person to another, but it feels more of digital interface.

Review Source: Capterra
 

Madeline from Smart Apprentices
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Great 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

Freshdesk makes it easy to correspond with our clients and makes it easy for them to reach out to us.

Our company has integrated Freshdesk with other programs that we use so that we get updates for when clients have responded to us on tickets. This is great since it makes sure that we never miss when a client has responded to us.

Pros

The many different features that make managing tickets easy and quick. For instance, the merging ticket feature which is highly useful as it means that our support team can keep our platform tidy.
Also the features which make it easy to track the statistics of the amount of tickets, as can be seen on the homepage of the site e.g. the "Today's Trends" section and the section to the right hand side of it which is useful for being able to compare how many tickets have been resolved vs how many tickets have been received.

Cons

When there is an update to a ticket and you are on the list of unresolved tickets and there is a pop-up that says "1 update", however it doesn't highlight or show you the ticket which has been updated so you have to scroll through and look for said ticket.

Review Source: Capterra
 


October 2018

October 2018

Great ticketing tool

Ease-of-use

Functionality

Product Quality

Customer Support

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

Freshdesk has helped us to manage our IT Support service, providing registry of requesters' tickets and logging Support data that can be used to make reports and improve the service.

Pros

I'ts easy to use and to customize, even with basic license.

Cons

We use the basic license, so we couldn't test the rest of the funcionality.

Review Source: Capterra
 

Vinicius from liveSEO
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Freshdesk, a cool and simple tool

Ease-of-use

Functionality

Product Quality

Customer Support

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

It was cool to use because it integrate e-mails and trello.
I found easy to configure and fast to start to use.

Pros

- Easy to configure;
- Integration with emails;
- Integration of Trello;
- Very good Support

Cons

- For portuguese (pt-br) users, it's needed to change all the "default" messages.

Review Source: Capterra
 

abhimanyu from 8kpc
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

2 years now... still going rocksolid

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 have been using Freshdesk in our org from past 2 years. Recently just upgraded our licence for 1 more year and are planning to increase of user-base to broaden the use of it. Our three departments of 200 employees are enjoying this. Now we are completely dependent on Freshdesk as our Ticketing-cum-Client Data Management tool.

Pros

It is feature-rich from instant chat, converting tickets, client account details, reminders, transferring details, building and maintaining knowledge-bases... team management and reports ... and of course a round-about 24x7 instant support from freshworks... makes it super-friendly to use.

Cons

It might take a while to understand the front-end as the UI is feature rich ... but that good for initial learning and will not take that much time.

Review Source: Capterra
 


October 2018

October 2018

Amazing support

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 support is beyond amazing. 24/7 phone support with a great team.

Pros

Relatively simple to use. Does everything I need.

Cons

Nothing yet.
No problems. I'm happy. This survey tool sucks.

Review Source: Capterra