User Reviews Overview
About Freshdesk
Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat,...
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- Industry: Management Consulting
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Great ticket management software
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
Pros
FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
Cons
The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
Reasons for Choosing Freshdesk
We needed a better way to support our clients and SLAs and time tracking where urgent.Switched From
TrelloReasons for Switching to Freshdesk
Cost +features and it should cover the most important requirements we had at the time.- Industry: Internet
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Excellent customer support ticket system
Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.
Pros
Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.
Cons
Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Comprehensive and User-Friendly Helpdesk Solution
Overall, my experience with Freshdesk has been positive. It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries. The tool's multi-channel support and automation capabilities help reduce response times and ensure that customers get timely help. While there are some limitations regarding pricing and advanced reporting, it’s a solid choice for businesses that need a reliable, easy-to-use, online customer support platform.
Pros
Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.
Cons
One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.
Top Freshdesk Alternatives
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Freshdesk is a perfectly acceptable ticketing system
Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be added with ease, but at its heart, its limited, with poor filtering, updating and notifying capabilities
Pros
Interface resizes nicely for screen sharing
Cons
Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Freshdesk Review
overall a wonderful tool in great price , can be a good combination if used alongwith freshsales CRM
Pros
comprehensive tool for record tickets, manage all team members at one place, customize escalation mechanism, very nice and informative dashboards showing leaders who are solving most tickets
Cons
making report bit complicated and required tech knowledge
Alternatives Considered
OdooReasons for Switching to Freshdesk
already used in corporate as IT helpdesk Tool, odoo was more expensive- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Freshdesk opinion
We used it for several years before eventually moving on, but to be honest, the Helpdesk side of things was very wasy to use
Pros
It has a very nice UI, which greatly helps in navigating and prioritises ease of use.
Cons
We had some problems with Account security, but the team offered great support to resolve the issues.
Reasons for Switching to Freshdesk
Ease of use and only required a Helpdesk for Ticketing management- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Thums up Freshdesk- overall great experience with freshdesk.
Great over all experience with Freshdesk we 55 engineers are working on it, we are very well satisfied Freshdesk.
Pros
Wonderful Product to manage your staff bandwidth. also easy to manage and use.
Cons
GUI of this product, Freshdesk can better with it.
- Industry: Primary/Secondary Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Simple and easy
Pros
It's very easy to use and get set up. It's massively improved our productivity.
Cons
Sometimes there's something you'd like to do that you'd think would be easy but turns out to not be possible. Sometimes the Freshdesk can be too simple.
- Industry: Utilities
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Makes Communicating Easy!
Overall, I enjoy using Freshdesk and I will continue to be using it for the benefit of my team. It does help them to be more efficient and communicative with the customers, as well as with their team members. It also makes communication with our customers easier and more enjoyable for them.
Pros
I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks. The ticket merging feature helps collectively group similar concerns which makes working through them much easier and more efficient.
Cons
I think the user interface is not as intuitive as it could be, but that could easily be updated over time. The communication options are also slightly limited as well, but nothing that would pose an issue.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Freshdesk could use a fresh look!!
Overall easy to manage articles and share with others.
Pros
The ease of article and knowledge base creation and management.
Cons
The outdated user interface and inability to privatize articles in the knowledge base.
- Industry: Information Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Freshdesk is a great alternative to over priced industry stalwarts.
Pros
Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier.
When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.
Cons
Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
Salesforce Service Cloud is a pain to configure. It's it pretty much unusable unless your company has an on-staff Salesforce developer. You can only configure very basic functionality via the admin options.Switched From
Salesforce Service Cloud- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Best Email Ticketing System out there
We have been able to be more responsive to our customers while maintaining high data integrity across our whole business. The team is able to 'chat' in real time with each other about an individual ticket without confusion and the ability for us all to be 'in' the ticket at the same time to see what is going on. The transparency of our interaction with our customers also mean we can address team training needs and discover any shortfalls of our customer service quickly, confidently and positively.
Pros
The ease of use and the overall look and feel of the experience for the team and our customers.
Cons
We are sometimes limited with our ability to search however this is more about how we use it and not the software itself. We are heavily reliant on our customers sending queries with quality subjects in their emails and due to how generic they are, the amount of queries we receive and the limitations we put on the team to tag/identify can give us high numbers of returns during a search.
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
We lost access to the system during a company buy out. We were also changing our team structure so needed something more flexible and robust.Reasons for Switching to Freshdesk
Better features including customisation. The team at FreshDesk were also amazing to work with - addressing all of our queries and even working on our needs to ensure they could be addressed before we signed.- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Superb Experience
We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this.
Pros
Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need.
Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.
Cons
In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers.
Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshdesk
It was difficult generating reports from Kayako. We were yet t transfer to their new version. With years of use, we needed something new which met our needs - in line with our ITIL-based structure.Switched From
KayakoReasons for Switching to Freshdesk
Ease of use and support response rate. Freshdesk team were proactive to set up an online meeting with us where sales, IT and other relevant stakeholders were available to answer our questions and understand our needs before paying for the service. While on trial, we had set up 80% of the things we needed while waiting for feedback on the remaining things so this helped us decide quickly.- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for Free Trial
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Review Source
Simple and Intuitive
We decided to try this out as our ticketing solution and were very impressed. Packed with features even at the lower tiers. At the lowest priced tier we're able to integrate Microsoft Teams and VSTS/Azure DevOps which is huge for us. The features are also very organized so the admin page doesn't have 200+ options to skim through.
Pros
FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios.
My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver.
It really seems like a lot of thought was put into creating this product.
Cons
One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used.
Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.
Alternatives Considered
ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus and SolarWinds Service DeskReasons for Choosing Freshdesk
Cost and reliability. Previous solution was buggy and we were using it because it was free. Once they switched to a licensing model, we expect higher quality when paying.Switched From
Xcitium Endpoint Detection & ResonseReasons for Switching to Freshdesk
Easier integration with Teams/Azure DevOps. Cost did not include a lot of features we don't use as we're a small company. With the smaller tier we're getting what we need at a low price. More than we need really.- Industry: Maritime
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Why we chose Freshdesk
Their support is probably the best support out there, a real 5-star experience, plus they are continuously implementing new features and create new products.
As an administrator In my company, I really don't have to do a lot and I can easily do my job. There is almost no complaints from users.
Pros
Software is very clear and easy to use. A new user would require minimal training.
All latest ticketing ideas and features are already implemented.
There is constant development and you can see the changes every day without affecting the existing functionality though.
Great staff mentality and customer approach.
Cons
Some times users are a bit confused, but I guess this is normal when someone enters a new platform.
There are some hidden features that should be available on the administrator menu in my opinion.
The parent-child feature should be more flexible.
Reasons for Choosing Freshdesk
We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.Reasons for Switching to Freshdesk
Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Great for a knowledge base, but doing poor on the rest
Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.
Pros
The knowledge base system provides a few options
Knowledgebase can be offered to your team and to your clients
The user controls allow for different users across platforms
Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets
Can send and receive emails from your inbox
Cons
The app is far the worst part of the product as it's buggy, unreliable and slow
Email management basics are missing or inefficient
The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary
The support teams are challenging to deal with and you have to repeat the same information over and over
Freshdesk lacks in its features when it comes to separating responses
The tool does not know how to override the from address when another agent is in vs. assigned
Filters are limited
The auto-reply detection does not work as tickets get created from auto replies all the time
Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process
Reasons for Choosing Freshdesk
We wanted to better manage our customer service emails and client management.Switched From
Google WorkspaceReasons for Switching to Freshdesk
It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead.- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
An All-Round Excellent Experience with Freshdesk
Overall, our experience with Freshdesk has been extremely positive. We have been able to quickly and efficiently manage customer service requests. The customer service team has been extremely helpful in resolving any issues we have had. The only downside is the higher price of the premium plans.
Pros
Freshdesk is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs. The dashboard is easy to navigate and the customer service team has been very responsive in resolving any issues we have had.
Cons
The one downside we have experienced is the price of the premium plans. While Freshdesk is an amazing platform, the price is a bit on the higher side.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Weekly for 6-12 months
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Review Source
A Comprehensive and Intuitive Help Desk Solution
Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface. Although there were some limitations, we have been very satisfied with our experience with Freshdesk and would highly recommend it to any organization looking for a powerful and affordable help desk solution.
Pros
Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics
Cons
Limited flexibility for creating custom reportsSome features are only available in higher-priced plans
Reasons for Choosing Freshdesk
We switched to Freshdesk from Zoho Desk for its more intuitive interface, better automation capabilities, and wider range of integrations. Freshdesk allowed us to save time and provide better service to our customers, and its integrations helped streamline our operations. Overall, Freshdesk has been a more comprehensive and flexible help desk solution for our organization.Switched From
Zendesk Suite- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
We use Freshdesk daily to solve customer problems
Easy to pick up and use right away; minimal training required. I appreciate having a centralized location to view, manage, and reply to all of my tickets. It's a benefit if you can combine prepared replies with your own expertise.
Pros
One of my favorite features of Freshdesk is the simplicity with which work can be assigned and prioritized. In addition, the availability of group filters makes Freshdesk a breeze to utilize with large numbers of groups. In addition, the interface is simple and uncomplicated, so creating tickets and monitoring their progression is a breeze. It's useful for managing tasks in customer service. Small businesses can benefit from using Freshdesk.
Cons
The cost can add up quickly for organizations of a certain size. It's preferable to develop a desktop application rather than a mobile one; the mobile app's user experience could require some tweaking.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Far better than the rest!
I have tried and worked with various competing helpdesk software's (both SaaS and Self Hosted), but Freshdesk is simply amazing and outstanding.
I was up and running in less than 2-3 minutes. Yes, you heard it right, less than 2-3 minutes.
Pros
The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface.
Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.
Cons
Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner.
I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software.
That way, an agent can further manually review the Spam tickets and deal with them accordingly.
Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically.
Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category.
That way, an agent can get rid of unwanted contacts.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Great for Support Tasks
Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on.
Pros
It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history.
I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD.
I wish they had:
-more options for scenario customization
-more options for keyboard shortcuts/customization
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They have a decent customer support team that responds relatively quick(within 24 hours).
Cons
Some features from the old FreshDesk didn't transfer to the new FreshDesk mint.
-Text in <PRE> tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint. I have to literally copy the whole string and create a comment so I can read my client's request.
-I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket.
-CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint.
-Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?
- Industry: Education Management
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
A Fresh Approach to Ticketing
FreshDesk is a great ticketing system.
We use FreshDesk to support all the schools in our school district.
Integration with Google (SSO, profile info, etc) works wonderfully.
Knowledge base Articles are great. If we had to do it all over again, we would pick FreshDesk again.
Our users love FreshDesk, they often comment how easy it is to place a ticket.
Pros
Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great.
Cons
Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan.
Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved.
There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen.
Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque.
The concept of ticket fields vs user fields can be a bit annoying.
There are little refinements that are lacking (email alerts that are not as good as they should be, etc).
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Best Helpdesk Application for your Money
First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well.
Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be.
I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars).
Pros
Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.
Cons
Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).
- Industry: Oil & Energy
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
sleek web based ITSM portal
Overall, Freshdesk has helped our businesses provide better customer support, improve efficiency, and increase customer satisfaction. It has an easy to use sleek web portal.
Pros
Centralized communication: Freshdesk allows businesses to centralize their communication channels, including email, phone, social media, and chat. This can help to improve response times, reduce confusion and improve the customer experience.Ticket management: Freshdesk provides businesses with a powerful ticket management system that can help to streamline workflows, automate routine tasks, and prioritize support requests.Multi-channel support: Freshdesk allows businesses to offer support to their customers across a range of channels, including email, phone, social media, chat, and more. This can help to improve accessibility and convenience for customers.Automation: Freshdesk allows businesses to automate routine tasks such as ticket routing, canned responses, and follow-up messages. This can help to free up time for support agents and improve efficiency.Reporting and analytics: Freshdesk provides businesses with a range of reporting and analytics tools that can help them to track key performance metrics, identify areas for improvement, and make data-driven decisions.Collaboration: Freshdesk provides support agents with a range of collaboration tools that can help them to work together more effectively and provide better support to customers.
Cons
Cost: Freshdesk can be expensive, especially for small businesses with limited budgets. While there is a free version available, it has limited functionality, and more advanced features require a paid subscription.Complexity: Freshdesk is a complex platform with a lot of features and options, which can make it overwhelming for new users. It may take some time to get familiar with the software and set up workflows that work well for your business.Customization: While Freshdesk is highly customizable, it can be difficult to configure and customize the software to meet your specific business needs. This can require technical expertise, which may be a challenge for some businesses.Integration: Freshdesk offers integrations with a range of third-party tools, but it may not integrate with all the tools your business uses. This can create additional work to manage multiple systems and workflows.Limited automation: While Freshdesk does offer some automation capabilities, it may not be enough for businesses with complex support processes. Some tasks may still require manual intervention, which can slow down support workflows.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Efficient and User-Friendly Customer Support with Freshdesk - A Review
Despite the pricing and reporting drawbacks, I found Freshdesk to be a valuable tool for improving customer support and increasing efficiency. The platform's robust features and integrations, including with Salesforce and Slack, make it a top choice for businesses looking to streamline their customer support operations.
Pros
Freshdesk is a powerful and intuitive customer support software that offers a wide range of features, including ticketing, automation, collaboration, and reporting. The platform's easy-to-use interface and customization options make it ideal for businesses of all sizes and industries. The mobile app is also a helpful feature for on-the-go customer support.
Cons
One downside I experienced with Freshdesk is that the pricing can be on the higher side for some businesses, particularly those with a large customer base or high volume of tickets. Additionally, some users have reported that the reporting and analytics features could be more robust.