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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.
The idea of a consolidated suite of tools - Freshdesk along with FreshSales, etc seems like euphoria. The integration works well for what it is.
The execution of the product is overly confusing. It has a lot of potentials, but the way the features and pricing are handled, the way the admin UI is organized, the nomenclature is off.
We were trying to find a support platform for our customers with integration into our sales, marketing, and chat functions.
Self service capabilities for clients to enter their issues is great. Automatic feedback with ticket number is very responsive.
The appplication doesn’t have very many dashboarding capabilities and is pretty rudimentary in design features. Lots of customization is needed to use and can’t require certain information be entered. Clients can bypass fields by entering periods or other dummy data.
Self service helpdesk capability, ticket queuing and reporting on agent volumes and overall ticket statuses.
The product itself. Some customer service reps. I am pushing to get agents specifically dedicated to us, thus I will update this review in a few months, depending on new results.
A good percentage of support agents is not skilled enough, and may answer incorrectly.
We just need it to manage support tickets. For other features we are using more specialized apps.
With Freshdesk my team is able to keep track of the emails and tickets generated easily as well as categorise them for reporting purposes.
I find it not logical to not update a ticket with the time of the most recent interaction with the ticket, so customer replies sometimes get lost.
Freshdesk allows us to keep track of the requests made so we can improve our product with our customers needs
Very simple to setup and use as you grow and start out.
Doesn’t grow with your team fast enough. As your grow you do need more.
Having a helpdesk and invocing program qll in one is so helpful.
I really like the nice and modern interface and it's mobile friendly. Freshdesk is easy to use but not so comfortable to set up the system. With Freshdesk you have a good overall view and you can simply assign a agent.
We would like to use Freshdesk as an order tracking system. We were promised that this would be possible and much would happen through additional adjustments. But almost no individualization are possible and important features are missing. We always have to somehow fall back on alternative solutions, which could be solved with the simplest programming. It is frustrating that the support rejects any customization request and refers to third-party paid services. We are not willing to continue to invest money for the development of the system. There is definitely room for improvement in development!
We have a good overall view about all orders and we can work with more efficient.
The dashboard is a great way to get an overview of what is going on
How small the ticket numbers are displayed
Software issues
Global Customer Service are mostly knowledgeable.
Local Customer Service is unresponsive and not knowledgeable.
Customer Service. Ticketing tool.
It's straightforward, easy to use, and checks all the boxes of what a standard support department needs!
Some of the features are a bit limited, and sometimes they fail. Canned responses are here and there in terms of effectiveness, and sometimes it will send an email as an agent is midway through writing it... It's not a fancy product with tons of bells and whistles, but then standard features should be solid.
Creating a customer experience that guarantees we see every question and problem, and that we respond in a timely manner. Not much beyond that. We've started looking into chat features as well though since they're available.
Very easy to use to create tickets and help solve customer issues.
Design is a bit old and could use some updating.
IT Problems, organizes issues.
- inuitivity of the page - admin -solutions
- features like 'merge tickets' aren't working smoothly - phone connection goes down without detectable reason - process on FWD emails and / or bringing a third party into the ticket is a nightmare
- Return Management - Customer Service - Customer Service Hotline (phone) - FAQ page onsite
Nice to view ticket screens and follow on from the dashboard
Lack of quality reports, view options limited
A place to store our queries
I like how responsive the support agents are and how easy it is to navigate in the admin side of support portal I like the clean look of the portal
It is difficult asking some of the support agents questions when only people are aware of my issues. So I have to go through the process of re-explaining myself to each agent
customer communication, Freshdesk helps us provide better support to our customers
The ticketing system is great. The autofilters are also nice to help integrate into our forms. This system has saved us hours of time compared to what we were using.
For a small company, it is a bit too robust. We do not need the community page or support documents, but it is automatic with in. Another frustrating feature is that when you embed the support form onto your Contact Us page on your website, you cannot fully customize the order of the questions. This is super not ideal as the flow of the form is kind of wacky for our customers.
Fresh Desk allows us to have all our customer service information in 1 place. It also keeps a nice thread of communication between us and our customers, so it is not a research project every time. We have reduce our response time significantly with this system.
User interface is simple and understandable for first time user also. Everything is online (web-based) so its easy to access anytime anywhere. Can be integrated with social media also like FB and twitter. It gives customization capabilities as per requirement.
Price(cost) is not suitable for small businesses. Customer support of freshdesk is not good. Lots of configuration for custom site.
It create ticketing for each query/complaint from customers. Also customers can read FAQ's about service. Agents (employees) can respond to tickets created by customer and take actions accordingly.
Integration and set up with gmail is easy.
Even basic features like being notified when an email doesn't go through is something you have to pay for. You can't BCC people.
Sending an unlimited amount of emails
The helpdesk support service is very good and the respond time is very fast. Fast to help us to solve the problem.
Some function on Freshdesk portal, actually the escalate function for the ticket is unable to apply for our company and it should need to have feasibility to configurable on the portal. The function behavior always change suddenly and it is made the user confuse to use the Freshdesk.
We can consolidate the commutation with business partner and that portal is transparent to business partner ( they just reply the email then the ticket will create on Freshdesk).
Easy to use interface. When we rolled Freshdesk out, minimal training was needed. It's intuitive enough where a new user can figure it out fairly quickly.
Dynamics CRM Integration. This was the feature that sold us on Freshdesk. It has not worked properly since we've signed on. Devs at Freshdesk continue to push the fix back. This has had some negative impact on our business. We are actually in the process of reviewing alternatives in the event that this is not resolved this month.
We use this as our primary ticketing system. We find that it is very efficient and intuitive. It is allowing us to improve the efficiency and effectiveness of our support team.
It seemed to be a pretty simple program to use for ticketing usage.
I was not able to customize certain things that I knew would help my end users
Attempting to have a simple ticket management system
It is simple to use and easy to keep track of the helpdesk work orders and requests. Easy enough to train new users.
Simple can be good, but it is not really detail driven to issue or the process. If your company need fully equipped problem, incident, change management systems... I would look else where. This tool was not at the level of what I use to from IBM or Dell for sure.
Basically I use the tool to do/track of problem & incident management. Although it looks like the change management feature to it, but it was not fully utilized for my current company.
easy to navigate, calls/emails can come from account
tickets do not seem reflected real-time, seem to disappear
help desk tickets re: tech problems/ device and service issues
I liked the ability for a customer to check their status and communicate with the reps.
I was disappointed with the reporting capabilities.
We were trying to give access to customer support, where they didn't have it before.
The reporting is great, the app itself is easy enough to setup only took an afternoon.
It's shocking how inflexible the Forum is to customise at the simplest levels. Their tech support tries their best but we can tell they're overwhelmed.
Client communication
Feature rich, so it can be overwhelming when setting up.
Pricing is not transparent when doing a test drive. I spent lots of configuring their features, not knowing that they were extra costs, and substantially increased the per-seat cost to my client.
Setting up a virtual call center.
We enjoyed the seamlessness and ease of using Freshdesk and the incorporation of the Live Chat and Caller aspects. It was great to have everything on one platform.
Freshdesk was unreliable for us. We regularly had customers reporting that they had sent us tickets or replied to a ticket and we did not receive these contacts.
Having the three main contacts chat, email and phone in one helpdesk helped agents with time management during our busiest season. Agent response time was up!!!!
The user interface is very simplistic and easy to understand. Internal notes and public emails are clearly separated.
The official plugin for integrating Jira with Freshdesk doesn't work so far for us, but the support really cares to get it fixed
Customer email communication is managed centrally for all staff. Responsibilities per request can be cleared
Detailed data dump download, the flexibility of changing business hours & adding agents or ticket fields, helpful Apps & APIs are available. Dashboard view is quite comprehensive.
Setting up rules & configuring apps is quite a challenging task. The support provided is not as per expectations. TATs usually get violated & Relationship Managers are busy handling minimal clients. Feedback parameters are minimal.
We are managing a large number of customer requests efficiently. Per agent, the cost is quite manageable and does not burn a hole in your pocket. With a few apps, the daily work becomes relatively easy for agents.
The truth is that what I appreciate the most is the automation of their services and that is precisely what they are famous for, it is very simple in a couple of clicks to have your quote email ready for the client. The configuration platform is super comfortable and easy to understand, so even if you don't have much experience with technology, operating Freshdesk is super simple. I like that thanks to Freshdesk we can offer multiple communication options to our customers to solve and meet their requirements. I also like that it is an omni-channel platform which makes it easier to focus on the requirements. I also love the cost of the service and it is really affordable, especially if you are starting your business because although you can be sure that it is a quality tool, its price is really affordable.
Freshdesk is an amazing platform, however it has a couple of details that I don't like. The first one is that the name configuration is a problem, you have to be very careful because sometimes the name of the previous customer remains and the email is sent with the wrong name and that is very annoying for some customers. The second detail is that sometimes when the demand from clients is very high, the service slows down and for us as providers this reduces our credibility.
For me their help has been invaluable, because thanks to the platform I have been able to connect with my client almost automatically and that has made my reputation as a good supplier grow.
Time tracking integration with our accounting package.
Forced upgrades that broke with previous integrations.
It's an email helpdesk for us. We are a pure B2B company, so social media tie ins not useful to us.
I do like that you can set up scenarios and canned responses to help make ticket answering quicker
The forced change to their new version, where there are script bugs that cause images to jump, hyperlinks don't work, you can no longer combine scenarios and quick responses. The useful short keys are gone. The system no longer flows.
Everyone can see the responses, who touches tickets and easily see additional tickets
