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Freshdesk Reviews: 4.4/5 — Solid Choice
Freshdesk (formerly Freshcaller) is a cloud-based solution to improve a business’s customer service experience in the most cost-efficient way possible. With Freshdesk, users can deploy a flexible and smart contact center in a few steps, with zero phone hardware. Powerful features include multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes without compromising your customer experience.
| Company | Freshworks |
|---|---|
| Year founded | 2010 |
| Company size | 5001-10,000 employees |
| Headquarters | San Mateo, California |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Freshdesk Pros and Cons
- There’s a free plan available
- Freshdesk uses powerful Freddy AI for its conversational chatbot
- You get access to high-quality website widgets like forms, personalized content, and click detection
- Some key features like AI are only available on the most expensive plan.
Compare Freshdesk with other popular tools in the same category.
How it is User friendly, and easy to navigate
There are a few bugs, likes it automatically saves the late sent message, so when the ticket reopens, you see the message you sent as a draft. It is just annoying having to discard it a lot of the times.
Dealing with people over email as opposed to phone calls.
It did not take any previous experience with other helpdesk applications for my team to know how freshdesk was working. It is so easy to use and all agents receive the needed notification when a client requests for assistance.
Nothing so far, it was also easy to implement coming from another application.
Client mails do not get lost, there is always an agent taking care of the requests. All internal administration requests are also handled
I love being able to automate ticketing system that can be used by my colleagues where we can convert support emails into tickets with an automated reply. We can use for calling mechanism, which is very handy for both calls and emails. It is a great platform for using every tool which is to be used with different or multiple tabs/sites/apps.
There are times when it does take a little long to download the reports which consists of huge data
Freshdesk helps us solve issues with the most top queries which customers are reaching out to us via call or email. It allows to work on same tool. I love that I can see all the data in a clear view in a single tool.
It was so easy to use, maximum visibility on all customer interactions, it communicated with our other platforms, showed agent progress and statistics, customer feedback, etc.
There were many unusued features that we could have implemented into our daily tasks.
Freshdesk allowed for full visbility of our customer contacts, we now use it for logistics communications.
Freshdesk is often praised for its intuitive and easy-to-navigate interface. Users appreciate the simplicity, as it allows for quick adoption and efficient use.
limitations in terms of customization and While Freshdesk actively works to address these issues, and have encounter minor inconveniences from time to time.
Freshdesk provides a centralized system for managing customer support tickets. This helps streamline communication, ensures that all issues are tracked in one place, and prevents tickets from falling through the cracks.
Very friendly users. Very simple to use. The customer support was great
I dont have any wrong review about the application.
I can priorize my tasks when I can received all of the tickets support in one place.
Automated Report section in Analytics Section and introduction of Freddy AI
As of now nothing is good and they are updating their product as per the customer's requirement
Yes in terms of creation of ticket and allocation of ticket so that works happen smoothly and all the response are shared within SLA
All social messaging apps can be integrated into single platform.
The User Interface isn't much friendly. I believe a lot can be improved in terms of User Interface.
Able to communicate our customers and resolve their queries at much faster pace.
Our team uses Freshdesk and I have had no issues since I started with it nearly two years ago. Sending and receiving emails, keeping things organized and the ability to pend emails is a huge convenience in our work setting.
I have experienced no downsides to using Freshdesk.
Freshdesk makes keeping track of emails and tickets very easy. It integrates well with our system.
The ticket system is very user-friendly. The merge function is very useful to group related tickets.
There are too many scroll buttons sometimes, depending on how many windows are open.
makes it easy to keep track of tickets and communicate status of these tickets, keeps communication all in one place
