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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 automation and configurability for handling and resolving support requests.
I would like to see the system handle external responses to tickets better. Sometimes when staff or clients respond to email threads that are part of a particular ticket, the system will unnecessarily create new duplicate tickets for the same issue.
Our help desk process, including tracking/resolving client issues, has been streamlined.
Fresh desk is incredibly easy to use, intuitive and simple to navigate. When it came to onboarding new team members, the seamless design and easy interface made it a breeze
I would like more reporting options, specifically for the knowledge base sessions
Access to support content and personnel. Chat has made things easier for our customers
How user friendly it is and how it integrates so easily with our tech stack. All support tickets (no matter which channel they're submitting from, i.e. social media, in-app support, email, etc.), route directly to my team's Slack channel and couldn't be easier to identify and manage.
Nothing, but if I had to knit pick, I guess I'd say I wish some of the web design portal templates were more customizable beyond just colors and fonts. Functionally, however, we have no complaints!
As a consumer app, user feedback is everything to us. Freshdesk allows our users to easily submit feedback/complaints and, in turn, allows my team to easily reply and communicate with that user. We can then track the status of each feedback ticket and make sure that each ticket has been properly handled or resolved.
Comes with a handy mobile app for those who are on the move. As the main product person, support needs help here and there, having mobile access is a big advantage for us
Integrations with third party tools like slack could be improved (applies to Freshsales as well)
Customer support and help desk
The insights which freshdesk provides for the tickets
The analytics dashboard takes time to update the latest data
Freshdesk is solving the problem with creating that tickets and giving the insights out of it in a grouped manner.
I first started using the free version at a previous job. Then when I moved to my current company they were using Spiceworks which was clearly not working for us. We moved to the paid plan of Freshdesk and it's increased our productivity massively and has helped us give a more professional look to the end users.
It's back-end configuration is somewhat lacking compared to other options and sometimes can feel restricting. However, this allows for an extremely streamlined setup that just works so isn't a huge issue.
Before moving to Freshdesk we used Spiceworks which was extremely clunky and hard to use. Since moving to Freshdesk the entire team is a lot more productive. We also love the arcade feature.
The most helpful thing I found about freshdesk is how their ticketing system makes everything easy to manage and keeps everything on track. very useful
The freddy Ai is not available in french and it needs some updates to make it more useful and accurate.
freshdesk helps solving the customer is facing asap with the resolution due time. it helps to follow and set the time frame needed to resolve the issue.
At this moment, I feel the best feature is Freddy. Email writing has become very easy task now.
More filter options should be there. Currently, we don't have enough filter options.
Everything is organized now and I can easily check all the tickets assigned to my team and manage them
I utilize the canned templating features often to provide quick responses to clients. I really appreciate the ability to share links to solutions easily while responding. The platform is intuitive and organized.
As a non-admin user, you are limited to very basic platform usage. It would be nice to have the ability to customize your own dashboards as a basic level user.
FreshDesk allows me to remain in communication with clients, leave internal notes, easily and quickly share resources and solutions, and stay organized while supporting client needs.
its user friendly not much complicated to use
its some times hang and notification problem
it helps us resolve customer queries which they raise through live chat
