Freshdesk Reviews

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.

Alternatives Considered

Jira, Kayako and Zendesk Suite

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.

Pros

Freshdesk is very easy to use and to train staff on. The program is simply built without a ton of confusing information or unnecessary additions I found the tracking to be sufficient and as a whole it worked well for the company.

Cons

I would have liked to see when staff was online or off and a way to better track who is answering tickets and the length of time it took to answer each of them.

Alternatives Considered

Salesforce Sales Cloud

Pros

Freshdesk’s user interface is a breath of fresh air. It is incredibly intuitive and user-friendly, making it easy for my team to navigate through tickets, customer information, and various features.

Cons

Tickets frequently got misplaced or disappeared entirely from the system, leading to frustrated customers and a decline in our service quality.

Pros

I love the automations and integration in the Helpdesk portion of the OmniChannel. I can really introduce a lot of quality of life features to the team to help them focus on supporting and not repetitive tasks and triage.

Cons

The chat feature has less automations on the backend like the need to add Labels manually as well as the lack of tags. With the introduction of ChatGPT I hope to see more automated tasks. Also the addition of tags as another form of chat categorization will help as the Labels provide a more general placement into a category and the tabs will really help define every chat issue.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

Freshdesk offers more options to scale the team

Switched From

HelpDesk, LiveChat and Chatbot

Reasons for Switching to Freshdesk

Better pricing plans for the features we are looking for

Pros

Freshdesk made tracking support tickets so seamless. The ability to receive support ticket updates via email, and then respond in Freshdesk was incredibly important to our company. At any given time, multiple users could jump into a ticket, and provide notes/background, attach files which helped our company stay on top of tickets.

Cons

Freshdesk metrics could use some help to better quantify the workload that is attributed to an individual user. It was difficult to say how many tickets a PM or support manager had closed/responded to at a glance.

Pros

Freshdesk provides connectivity among users.It customer desk service is phenomenal.It unifies communication and resolves all problems across channels effectively.its features are on another level.

Cons

You can reach their customer service and time for help and you can also automake your work flow automatically with no challenges at all.Have no complain.

Pros

The cost of the product is extremely competitive, the product itself is easy to use, easy to configure and customize.

Cons

It insists on walking you through how to use it each time you sign in, which can get annoying. Some features can be frustrating but for the price it is worth it.

Alternatives Considered

Atera and Zoho Desk

Pros

What I like most about Freshdesk is that its affordable and gets the job doneIt comes with best remote support featuresIt is a great live chat solution and comes with a powerful knowledge base

Cons

While it offers great features and works magic when it comes to customer care, it is not as easy to use

Pros

It's ticketing is fast and in real time ensuring customer support is smooth and feedback given on time

Cons

The problem i have had is the Auto-Assign feature has been a little inconsistent at times.

Pros

The fact that you can chat with a machine as if its a person assisting directly.

Cons

Its just the institution that uses it takes too long to reply to queries. At times one requests marks for an assessment or to know if a payment was effected properly.

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.

Alternatives Considered

Teamwork Desk and Zendesk Suite

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.

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 Suite

Reasons 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 support

Switched From

Salesforce Sales Cloud

Reasons for Switching to Freshdesk

It is tried and tested within my company It has 24hrs support Quick response to customer queries

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.

Pros

We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!

Cons

We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.

Alternatives Considered

Salesforce Service Cloud, HappyFox Help Desk and Zoho Desk

Reasons for Choosing Freshdesk

Parature was purchased by Microsoft and users were given the 'option' to migrate to CRM Dynamics. Parature was also expensive and moving to Freshdesk was a solid financial option.

Reasons for Switching to Freshdesk

Overall, we just needed a simple process for handling ticket submissions and responses. Many solutions came with high price tags that were just not in our budget. The implementation and training options provided by the Freshworks team sealed the deal for us.

Pros

Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.

Cons

There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

To improve efficiencies and better track agent performance

Switched From

Microsoft 365

Reasons for Switching to Freshdesk

Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point.

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.

Alternatives Considered

Salesforce Service Cloud, Help Scout, HubSpot CRM and Zendesk Suite

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

Intercom

Reasons 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.

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.

Pros

It is simple to create a ticket after a phone call and assigning tickets to support teams takes only a few clicks. It also assigns tickets to agents automatically based on pre-defined rules. The ease of collaborating with other departments when you need their assistance with a specific scenario. Simply add notes, assign tickets to them, and they will be notified. It also made it easier for me to create canned responses and knowledge base articles.

Cons

We recently set up Service Level Agreement(SLA) policies help us setup and maintain targets for the duration within which our teams respond and resolve tickets. I had to had to add them one by one manually as you can't do bulk entries. Took me awhile.

Alternatives Considered

Zendesk Suite

Reasons for Switching to Freshdesk

It has more features and meets our company's requirements. We actually upgraded to the most expensive plan (Omnichannel), and it has been fantastic!

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.

Pros

Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you.

The interface is also very intuitive and even without any training your staff should be able to do the basics.

We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs.

Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice)

If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.

Cons

I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)

Alternatives Considered

JIRA Service Management and Zendesk Suite

Reasons for Choosing Freshdesk

Easy of use and setup. No server to maintain as it is a SaaS solution.

Switched From

Cherwell Service Management

Reasons for Switching to Freshdesk

Enjoyed the user experience and catered for all our needs

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 Suite

Reasons 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.

Pros

Ticket management: Freshdesk provides an intuitive interface for ticket management, allowing customer support agents to easily track, prioritize and resolve customer requests efficiently.Automation: Freshdesk offers automation features to streamline work processes, reducing errors and improving efficiency.Customisation: Freshdesk allows full customisation of the user interface, views, workflows and reports, enabling users to create specific workflows tailored to their needs.Integrations: Freshdesk offers a range of integrations with popular third-party applications such as Salesforce, Shopify and Slack, allowing users to easily connect their customer support system with other tools.Analysis and reporting: Freshdesk provides detailed reporting and analysis of customer support performance, allowing users to track key performance indicators and identify areas for improvement.

Cons

System stability problems: some users may have experienced system stability problems or downtime, which may adversely affect their ability to provide effective customer support.

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!)

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).

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.