Freshdesk Reviews
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3330 Reviews
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
HelpDesk Support Specialist
Reviewed on 2023/09/25
Overall, I am quite happy as a user when it comes to Freshdesk. It is easy to grasp, and it...
Overall, I am quite happy as a user when it comes to Freshdesk. It is easy to grasp, and it notifies you promptly when new tasks are popping up. The Call Centre function is very reliable and easy to use, especially since the phone app is well maintained, meaning no calls are missed. It is very easy to log cases and to also search for said cases.
Pros
Fresh Desk is very easy to use and to understand basically from day one. I also like the fact that it is very light which makes it run very fast, making our work very quick and reliable. Once you get the hang of it, you can practically solve all cases using just a few buttons on the keyboard.
Cons
When there is a maintenance issue, causing Freshdesk to crash, there is no notification as to why this is happening and how long it will be down for. The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem. The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with bot-generated problem "solutions" that basically end with "please contact support".
- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Freshdesk -small IT Team, large campus. NO problem!
Reviewed on 2024/05/08
My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple...
My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple to implement. We started out with the free trial and quickly decided to purchase the Pro version. Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an existing email address made the transition process transparent to the rest of the community.
Pros
We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible!
Cons
We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this.
Alternatives Considered
Asset EssentialsReasons for Choosing Freshdesk
We made the switch from Spiceworks to Freshdesk because we became frustrated with some of the limitations we were finding with our current solution at the time. We appreciate the clean and modern interface with simple to use reporting and slick dashboard metrics.Switched From
Spiceworks Cloud Help DeskReasons for Switching to Freshdesk
We actually did purchase another solution for our Operations dept. but quickly found that it would not fit our needs in IT. We are so glad we went with Freshdesk because the other vendor made a 1yr commitment so cost prohibitive that the school was forced to enter a 3 yr. contract for a new software application. Needless to say, the other vendor did not live up to expectations. I am thankful for Freshdesk every time I have to engage in a support ticket with the other vendor.- Industry: Architecture & Planning
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
You're on your own
Reviewed on 2019/11/23
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 Switching to 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.- Industry: Food & Beverages
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Freschat Experience
Reviewed on 2024/08/27
Great, easy to use, handy as I have apps on my phone and can access whenever I need. I think it's a...
Great, easy to use, handy as I have apps on my phone and can access whenever I need. I think it's a great tool to manage customer service side anytime and from anywhere!
Pros
So easy to use and manage customer relationships even from abroad!
Cons
I use Freshchat in particular and sometimes it logs me off automatically or the app disappears from my phone, and I need to start the login in process all over again.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 10.0 /10
Daily use of Freshdesn
Reviewed on 2024/01/19
Fantastic, used it for all of my professional career within the IT Industry and i will continue to...
Fantastic, used it for all of my professional career within the IT Industry and i will continue to use it.
Pros
I can only speak for the features i use but i used and even pushed to use freshdesk at all my employments. I honestly don't think i could do my job as well as i do without it. The ease of use is great, the ability to see what jobs are coming in and being able to manage them is critical.
Cons
I do not have any cons about this product.
Alternatives Considered
Spiceworks Cloud Help DeskReasons for Switching to Freshdesk
Freshdesk have just become the norm for me. I will always recommend it because of its ease of use and features.- Industry: Broadcast Media
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Freshdesk's First Impression Review
Reviewed on 2024/09/24
We were trying to have some new systems for our CMS systems and for our community manager. It was...
We were trying to have some new systems for our CMS systems and for our community manager. It was super easy to set up and exactly what we were looking for.
Pros
I liked the fact that it was efficient and directly what I needed to use for our customer community. It was straight forward and exactly what we needed.
Cons
I do think some of it was similar to a few other products on the market, but I think I preferred Freshdesk over alternatives.
- Industry: Printing
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Great tool for ticket management
Reviewed on 2024/09/06
It was quite good. There were features that we would have liked to try, but understand that we...
It was quite good. There were features that we would have liked to try, but understand that we weren't at a point to dive into a paid option.
Pros
Clean simple UI
Excellent options for notifications and ticket management
Cons
If we would have been able to continue using their free version, we would have, but they reduced the number of agents for their free version from 10 to 2.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Amazing customer service with Freshdesk
Reviewed on 2024/09/17
Pros
Freshdesk support team is always prompt,courteous and helpful.
Also i like how all communication is easily trackable and shareable.
Cons
It is a good software, nothing to dislike.
- Industry: Automotive
- Company size: 2–10 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Does the job well
Reviewed on 2024/09/13
Does a good job and easy to use, good search functions and easy on the eye.
Does a good job and easy to use, good search functions and easy on the eye.
Pros
It’s simple and easy to use and works well for smaller businesses
Cons
Integration isn’t great from a visual perspective
- Industry: Writing & Editing
- Company size: Self Employed
- Used Monthly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Simple, straightforward, and does everything you'd expect!
Reviewed on 2024/09/04
Overall it's a really nice product and our users were happy that they had something so familiar and...
Overall it's a really nice product and our users were happy that they had something so familiar and intuitive for the helpdesk content.
Pros
Really easy to get the bulk of what you need set up quickly, which helps when there's a lot of content to upload/process!
Cons
Formatting articles on the helpdesk/knowledge base was a real pain - there's a rich text editor but it doesn't format line and paragraph breaks reliably so I kept having to redo things.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Solved our suppor system woes!
Reviewed on 2019/05/10
FreshDesk has streamlined agent actions and provided a clean and holistic overview of the product...
FreshDesk has streamlined agent actions and provided a clean and holistic overview of the product for me (the product manager). The agents are able to work together with better ease and be more efficient with the email notifications on ticket actions. The FD support team is incredibly responsive and good at providing alternative solutions if the product doesn't currently support what is being asked.
Pros
Customer portal, ability to support multiple products, customization of statuses/dashboards/setup, email notifications with ticket activities, real time help from FreshDesk agents to support our team when questions come up, collaboration tools for agents (private notes, chats, etc), notifications when another agent is viewing/working on a ticket (prevention of agents stepping on toes/rework)
Cons
I have struggled with getting the reports that I need from this software. I've worked with very supportive agents, but the software is not setup to generate the reports I need or to create customized reports for what I'm looking for. I am trying to schedule a daily report of agent performance that includes how many unresolved tickets are assigned to that agent at the time the report is generated (not how many were assigned to them in the report period) and the aging of their ticket queue (how long has the oldest ticket been open). We work in software development and we can't close some of our tickets until development work has been done, some times taking months. Having that metric is critical for our team to be able to analyze resourcing and performance.
Reasons for Switching to Freshdesk
The out of this world product team. I'm not kidding when I say your onboarding staff is what sealed the deal. The product knowledge, SUPER responsiveness and excitement Reshma had about your product is what sold us. Of course the software answered all our questions, but the onboarding process is what really confirmed we made the right decision.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Very happy with this purchase
Reviewed on 2019/11/29
I am currently the only person responsible for customer support in a small company. Freshdesk made...
I am currently the only person responsible for customer support in a small company. Freshdesk made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually.
We'll be adding new users soon because of this great experience.
Pros
Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.
Cons
The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference.
Here are a few basic examples:
1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank.
2) Only the custom fields with drop down lists can be used as triggers for automations.
Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution.
Overall though, it makes my job a lot easier.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
TP is really good for development projects, but it makes absolutely no sense when it comes to giving decent customer support. No SLAs, no prioritization, no notifications, no automations.Switched From
TargetprocessReasons for Switching to Freshdesk
The price mostly. While Zendesk had cheaper plans, the Freshdesk plans had more features for the same price. Zendesk overall had a few more features, but we would have never used most of them anyway and Freshdesk seemed easier to configure and customize and it looked better in my opinion. The ticketing systeme is just great. Everyone asked was talking about Zendesk, yet I found it somewhat underwhelming.- Industry: Education Management
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Freshdesk review by software dev manager @ Regenesys Business School
Reviewed on 2019/12/12
Awesome.
Awesome.
Pros
The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.
Cons
The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.
Alternatives Considered
Spiceworks Cloud Help DeskReasons for Choosing Freshdesk
Coz Freshdesk proved to be a better productSwitched From
Spiceworks Cloud Help DeskReasons for Switching to Freshdesk
Ease of use for agents and clients as well as reports.- Industry: Education Management
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Using FreshDesk for 3 years and Still Going Strong
Reviewed on 2019/12/31
Teachers generally create tickets for me with problems they have with technology. Administration...
Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need.
Pros
The software is easily customizable, and fairly easy to use. Being able to see the notifications pop up on my watch and access tickets from my Google Pixel phone is a lifesaver. Teacher's can't be bothered to log in to a portal to create a ticket, so we customized Fresh Desk so they could simply send an email of their problem to [SENSITIVE CONTENT HIDDEN] and it would create a ticket for them. I can reply to them right from within the help desk system. Initially we had it set up for two agents and purchased the next level plan. Our Maintenance Supervisor ended up not using it so we backed down to the free version. The virsatility of multiple plans is a major plus. Their support is quick, and eager to help. They will actually go out of their way to help you.
Cons
The only con is probably easily fixable-- When I close a ticket, it of course emails the teacher letting him/her know. But they inevitably always reply with Thank You, which reopens the ticket. Other than that, it is a perfect system!
- Industry: Mining & Metals
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
TMI-SSP (PTY) LTD
Reviewed on 2020/01/16
Wonderful, I really like their 24hrs support system
Wonderful, I really like their 24hrs support system
Pros
With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.
We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.
Cons
Ease of business
Friendly Interface
Work Anywhere (App or Web)
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
They rely too much on chat bots The only person who spoke to me was their sales rep when she was selling me their product Poor response time to email queries (support is too slow) No 24hrs supportSwitched From
Salesforce Sales CloudReasons for Switching to Freshdesk
It is tried and tested within my company It has 24hrs support Quick response to customer queries- Industry: Design
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Good Software, Bad Marketing. Bait-and-Switch (beware)
Reviewed on 2020/08/18
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising...
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.
As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Pros
Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
Cons
Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.
Reasons for Choosing Freshdesk
Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs.Switched From
Jitbit HelpdeskReasons for Switching to Freshdesk
It looked like it included the main features we needed, at a much lower price. - Organize clients by company, and individual. - Group contact by company and allow users to view will all company tickets. - Track and report by problem area and issue resolution. - SLA Management Automation Once we got everything moved over and set up, two of those features "Included in the Garden plan" ($15/agent/month), we were told to upgrade to $65/agent/month. When we contacted support about the problem, they just didn't answer.- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Good helpdesk tool that needs better integration between its own Freshworks suite.
Reviewed on 2021/06/11
We can manage support requests much better with Freshdesk, and it has helped reduce response times...
We can manage support requests much better with Freshdesk, and it has helped reduce response times and support quality as a result of that.
Nevertheless, their support and the lack of a single widget for Freshchat and Freshdesk is not great.
Pros
The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations.
Cons
Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients.
Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing.
Reasons for Choosing Freshdesk
We switched as Intercom did not offer SLA tracking and merging of messages, resulting in losing track of important client issues.Switched From
IntercomReasons for Switching to Freshdesk
* It offered better SLA tracking than the alternatives. * The setup was much easier than Salesforce. * Their client management was better than what Help Scout could offer at the time. * The Sales team/CSM team was much better than Zendesk during our first interactions.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Experience The Magic of Freshdesk An Affordable Solution for Effortless CS.
Reviewed on 2023/01/20
Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business...
Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business problems and improve our customer service and support, The benefits we have realized from using Freshdesk include improved customer satisfaction, better communication and collaboration, and increased efficiency and productivity.
Pros
Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.
Cons
Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.
Reasons for Switching to Freshdesk
After evaluating a number of alternative products, we ultimately chose Freshdesk because it offered the best combination of features, pricing, and overall user experience for our company, Freshdesk offers a wide range of features that are tailored to our specific needs, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, Also Freshdesk is more customizable as compared to other products we evaluated.Freshdesk's integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort, and this was a major factor in our decision to choose Freshdesk. Cost-Effective: Freshdesk's pricing plans were more cost-effective than some of the other alternative products we considered, which was an important factor for our organization. Positive User Experience: Our team had a positive experience during the evaluation process and we found Freshdesk to be user-friendly, which was also an important factor for our organization.- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
FreshDesk Review
Reviewed on 2023/02/11
My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and...
My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and provides great customer service and support. The ticketing system is very organized and efficient and the dashboard is great for keeping track of all your customer support requests. The automation and reporting tools help to streamline the process and make it easier to manage multiple customers. The integration with other tools is also helpful, allowing me to quickly connect with other systems to provide better customer service. Overall, I find Freshdesk to be a great platform for managing customer service requests.
Pros
I liked how easy it was to use Freshdesk. The software was intuitive, and the user interface was well designed. The customer support was also excellent. They were always available to answer questions and provide assistance. Additionally, the reporting features were comprehensive and allowed us to track customer support trends and metrics.
Cons
One of the biggest drawbacks of freshdesk is its lack of customizability. It can be difficult to tailor the software to meet the specific needs of different businesses, as there are limited options for customizing the interface and features. Additionally, the pricing plans can be a bit expensive for some companies, depending on the level of support they require.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
It has many functions like ticket management
Reviewed on 2023/03/17
Intuitive interface that can greatly aid businesses in providing superior customer service. It...
Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis.
Pros
Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.
Cons
Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Good software, support a let down
Reviewed on 2024/02/28
Painful in terms of getting what we need. The software is good but everything else around it is a...
Painful in terms of getting what we need. The software is good but everything else around it is a let down
Pros
The system is comprehensive with a lot of features and plugins
Cons
The setup process was painful. Call after call booked in with nothing really being achieved. We ended up figuring most things out ourselves.
Ongoing support when there are issues is painfully slow and I feel most of the guys supporting don't understand the system fully themselves
Reasons for Choosing Freshdesk
Useresponse had good software but was limited to WhatsApp integration and we use telegram which didn't work effectively. [sensitive content hidden] was particularly unhelpful when we were over charged and refused a refund even though it was a system issue. On principle we left.Switched From
UseResponseReasons for Switching to Freshdesk
Freshdesk ticked more boxes and worked better with the team. We had very specific asks around Telegram and the way our company works and this was the only product that could accommodate- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Freshdesk can help you manage & grow your MSP business
Reviewed on 2018/11/04
Freshdesk helped BootUp LLC to get on top of their user help desk support problems, and this...
Freshdesk helped BootUp LLC to get on top of their user help desk support problems, and this NYC-based MSP is now poised to grow its client base by hiring more technical staff and expanding its support offerings. Our collective experience with Freshdesk has been extremely positive, and we recommend it wholeheartedly!
Pros
Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.
Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls!
Cons
My only real problem had to do with Notification Alert Sounds. I wanted a way to use different new ticket alert sounds depending upon with the client, priority or assigned to me status so that I could walk away from my workstation and do other work in the computer lab but get a loud sound alert for critical new help desk tickets. A prompt response from the Freshdesk support team let me know that none of the major browsers support custom notification sounds in their API's, so there is no way to implement this at this time. (Hey Google Chrome & Microsoft IE teams: how about custom notification sounds in the next update release? Very useful for advanced users!)
- Industry: Textiles
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Freshdesk proving their worth on the CRM market
Reviewed on 2019/06/20
We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have...
We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general.
To me Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. They still need to spend a lot to improve the software as the market is really competitive with other companies like Salesforce, Zendesk but it seems they have the ambition to be the best.
Moving to Freshdesk still seems a great decision.
Pros
Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies).
Ticket handling is really efficient and the agent portal has a nice design from a practical viewpoint as well. We like canned responses. A nice little feature is to add support page article links / contents to reply messages just like canned responses. Another huge advantage is the knowledge base / support page which is highly customizable. In general we like ticket automation rules as well and it helped to solve some of our special requests.
Cons
At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon.
Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.
- Industry: Transportation/Trucking/Railroad
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Quite powerful CRM for Email Management, but still Improving
Reviewed on 2023/03/27
Overall, the system is quite good, but there is definitely room for improvement. It's generally...
Overall, the system is quite good, but there is definitely room for improvement. It's generally easy to use for the basic actions and the rules that can be set make this a powerful tool.It does begin to get a little complicated when you have several departments using Freshdesk together (for example, adding another department using Freshdesk into a ticket doesn't create a ticket for that department - instead, the ticket has to be flipped, or have to go through parent-child ticketing, which can be confusing for those that are not tech savvy).
Pros
Freshdesk allows our company to manage our distribution lists that have a very high volume of incoming emails. It allows management to distribute and balance the workload of the department with ease.Not only does it keep a record of all emails sent and received, it also keeps track of all actions that were taken within the ticket along with the users or rules responsible for the changes.
Cons
The way the tickets come in and starts tracking time - this should be modifiable based on business needs, but seems to only track the time (& SLA) based on when the ticket/ email was created. This would be great for an IT department, but loses it's value in this aspect for a Customer Service department.Other companies that use a ticketing based CRM tends to clash with Freshdesk sometimes. Since each response includes the ticket number at the end of the subject line, each response ends up creating a brand new ticket, making it much harder to follow the chain.Freshdesk also has a Merge feature - but this feature doesn't really work very well. I would recommend not using it at all if the email chains are large. This feature just sticks the entire email chain into the ticket, as a single post, instead of filling in spots in chronological order.
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Feeling huge potential of Freshdesk, but experiencing quite low speed of advancing
Reviewed on 2018/07/02
We got convenient for clients Helpdesk portal
But still we are upset about lack of customizations...
We got convenient for clients Helpdesk portal
But still we are upset about lack of customizations and that some features are hardcoded (e.g. translations of Feedback form)
Pros
1. Occasional agents - great feature to keep agents without buying additional places
2. Very convenient multi-language feature
3. LIQUID gives lot of possibilities
4. Gamification features
5. Fully-operational API which is convenient to use
6. Great uptime. For almost 12 months of use - very rare failures
7. Convenient UI both for agents and customers (still lots of room for improvement)
8. Constant improvements and new features (but no sandbox still :( )
9. Convenient customization of solutions (with multi-language features)
10. Good functionality of Dispatch'r, Supervisors and Observers. But still they are poorer than in SF and for some reason they're divided in separate groups (in SF they're just Workflow rules)
Cons
1. Some interesting features are hardcoded and have no possibility to be re-used (e.g. no "Popular articles" feature. Or we'd like to place Search field to outter resource so we could push customers to Helpdesk portal. But it can't be placed somewehere outside Freshdesk)
2. Having deep experience with Salesforce, we can say that Freshdesk has VERY LOW options of customization. E.g. we can't just limit rights to separate field or hide it for some users (I know there is an application, but it's not native functionality of Freshdesk)
3. Shutting down system (Hotline) and forcing users to move to another solution (throwing out all works done about implementation of Hotline)
4. No clear documentation about establishing integrations (e.g. with telephony service)
5. Day passes - I think it's incovenient that they are not included into subscription plan. Perhaps 10 passes a month or smth like that
6. No possibility to create own report - only use pre-built ones
7. I suppose b2b system should me much more flexible (we have a great example of such approach - Salesforce)