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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.
Even in the free version, many excellent features make any helpdesk setup task easy and fluid!
Almost nothing. Some reports could be better in the free version, but you can export a CSV file and make your analysis.
Ticketing in general, task assignment, and knowledge base are great !
It is very easy to start using Freshdesk. In a couple of minutes a basic support desk can be set up but later on you can extend it easely. Both small and very big teams can use it!
There is not much to dislike. Sometime a bug or two emerges and they not always fixed promptly but to be honest there problems are occasional and only minor details, nothing basic.
We are using Freshdesk to support our customers. The end users or we open a ticket for every problem and we resolve that ticket in Freshdesk. Out goal is always only to resolve all the tickets currently open.
The best feature is the possibility to directly integrate the freshdesk world with our crm and other front end tools. This means a lot of saved time and guaranteed traceability.
We would like an increased customization for customer portal. In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
We supply digital customer support from different digital channels and origins. We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
We no longer use traditional email. All our staff uses Freshdesk for internal & external communication. This creates ownership & responsibility for every ticket owner while giving us complete oversight on the information our staff are sending and receiving.
I wish their mobile app had all the functionality that their web application does.
It gives us a communication platform for internal & external use, provides oversight while maintaining responsibility & accountability. Additionally, it improves efficiencies and allows us to deliver a better service to our customers.
The interface is intuitive, and it facilitates us to use different environments and recreates the development of the extremities.
freshdesk support uses a lot of automatic responses!
Call centralization, metrification, advanced automation!
always helpful and knowledgeable when assiting with queries
i dont dislike anything but i would like to see more in depth reporting
ticket reporting
- Easily manage and track support tickets - Knowledge repository
The software is so vast and extensive that, at times, you couldn't find the appropriate option. But the help documents and the support team come to your rescue, so I cant complain a lot here.
- Tracking support tickets for our SaaS - Analytics around the tickets - Building a knowledge repository for the support agenst
FreshDesk allows the ability to build out specific canned responses that can be assigned to customer-based automated prompts. This feature creates a baseline of automation that will help any business scale. We are delighted with the amount of functionality the software provides and plan to utilize its capabilities to grow our small business. Thanks, FreshDesk!
The only caveats we had regarding the FreshDesk by FreshWorks software would be the widget and bot features. These are prebuilt, and workflow automation templates are not; if templates existed, users might have an easier time getting accustomed to the software.
FreshDesk is our primary Ticketing software for customer service-based solutions. We can assist hundreds of customers per day and automate as much as is available within FreshDesk. This software has proven to be user-friendly, easily adaptable to our needs, and effective in managing customer concerns on a daily, monthly, and quarterly basis.
The ability to work collaboratively on tickets with other members of the team to allow success!
I'm not too sure what there is to dislike to be honest 👀
We use freshdesk for both internal tickets as well as external customers
Support Hierarchy, extended features. User Friendly.
Nothing. Everything is fine and awesome.
Customer Support Ticketing.
Speed of assigning and responding to tickets.
Cannot receive 2 departments the same ticket.
It request from my users.
Building what the users would really need! Adding the features that the users would need is definitely a stand out. The hard work done to understand the user needs are also appreciated. Also, the capabilities provided in terms of various integrations, flexibility etc is great.
Nothing significant. May be the price :D
We have streamlined our e-mail communication channel while ensuring high CSAT & productivity.
Easy and intuitive navigation. I enjoy that it can be customized to cater to your company's needs and user-base. It's a great tool to elevate your email experience!
It's difficult to get in touch with support and get your issue resolved. I feel like I've had a few instances where there was a misunderstanding in my inquiry and it required a call with Freshdesk Support.
We are resolving customer issues, communicating with our customer and gathering insights with the different properties that we've customized in our Freshdesk account!
more straightforward concept of the process setup
no proper notification on invoices or payments
easier communication method with customers, benefits of data available
Easy to use & customize, great customer support, omni channel with all features
No Macros when creating tickets, can improve on reporting
Good ticketing system, works for multiple brands/products
Customer Support............... The FreshDesk customer support team is absolutely world-class. No matter how large you company is, they get right back with you to solve your issues.
Sometimes they will do upgrades/rollouts and not communicate it with the users. Occasionally there are issues from this, but again. They fix things quickly and efficiently.
We use FD for our internal and external ticketing systems. We also solve issues for our customers using their platform. They do a great job with partnering with you to make sure their solution works for your business.
It is easy to use with our team and our customer for tracking and communication
I would like the ability to send out a mass email that is Blind CC and have it so if someone replies, it creates an open ticket for that customer only so we can reply individually. This would make the system 100% work for us
Customer service Customer issues Customer feature requests Tracking the customers tickets
Freshdesk is most useful that is very easy to setup and very user friendly interface ,easy to integrate widgets and use API integration , the comparison part it has the nicest issue management and client support.
The most ridiculous thing is actually the ticket management system that does not work properly , it's actually very difficult to ascertain the actual team member responding to clients which k think is a major setback , the integration can be a limit sometimes.
It is actually cost effective then Zendesk which is a competetor ,it is actually having very nice UI and simple to use , it has increased the efficiency, It has a special feature of network monitoring not present in Zendesk so it has helped out organisation.
We love Reports, Workflows and Agent Productivity. We also love the support from Freshdesk team - proactive health check or complaint. They always ensure we are making good use of the software.
We dislike Proactive Outreach (Email). We wish to use this feature, but it does not meet our expectations
Our customer incident management, request fulfillment, ticket prioritization, escalation/ violations, as well as reports
serving customers is as fresh as its name.
most of the customers are uneducated, people who never studied but surprisingly have money, anyway freshdesk is too deep for that kind of person, it would be better if it was even easier, at least the customer part.
I have been able to talk to clients who have culture and education in their veins and all thanks to the filters I can set up, this way I don't have to talk to other types of clients, only to the best and most intelligent ones.
I appreciate the canned answer feature that saves us both time and money...enough to where we need maybe half the staff to answer as many customer tickets. Also, I like how our customer service team members can send notes back and forth. It makes it very easy for our customer service manager to assign customer tickets to specific staff members while also attaching a message that lets them know which canned answer to use or how to reply to a customer.
Can't really think of anything I dislike. The only thing I would like to see added would be a deeper folder system for the canned responses for organizational purpose, but we're doing fine with the way it is. Too, if there were a grammar editor, such as was used when I wrote this review, that would be very nice!
With FreshDesk we have one portal where all our staff members can go to answer customer questions (tickets). Staff members (Agents) can use the "Notes" to communicate back and forth with each other while in FreshDesk. This really helps because a staff member who doesn't have the answer to a customer question can send a private note on a ticket to a staff member who they think might have the answer. With the Canned Response system we no longer have to write answers to customers off the cuff. This has saved us probably 50% or more in time and dollars to provide customer service.
I love how simplified Freshdesk is, i work as a customer care and we get assigned tickets daily on which we have to work on. On Freshdesk we can keep track of those tickets and provide a proper resolution
There's nothing i dislike About Freshdesk, before Freshdesk I was working on Salesforce and i find Freshdesk much simpler one thingnill suggest is to make it a little bit interactive and color friendly
Customer Related queries, i work in an edtech company so we solve queries relating to learners course , batch , modules and tech related issue. Easy to keep track on and we can link a cloud app to connect like ozontel
The ease of handling the platform and that you can adapt it according to your needs, where you can control the number of reports and cases that arrive at your support table in an orderly manner
The application on the phone is difficult to handle and there are no functions found on the web. In addition, when two tickets work, the history per ticket is lost, it does not fix by dates.
Have a tray where the customer reports arrive, which is provided with support where it can be organized by customer, labels, need and the solution of each product can be measured.
It helps to provide seamless customer service and manage all your customers on a single solution/
The interface could be a little better and the support team could provide better service.
Providing Customer Service Managing Customer Database
The setup is super easy, and you can be up and running in as little as one day.
There is no way to see multiple panes at once.
Customer support tickets and the benefit is that the customers now know that we have received their ticket as the system sends an automated email.
The best part about the freshdesk is how the team leads/managers can make changes from creating canned responses to creating scenario based automated flows/responses
The interface is not very impressive. It sometimes confuses the first timers. The daily update metrics are also not very clear and is very confusing thus, not giving a very clear view of what's happening
We used Freshdesk to manage our email customer support tickets. All incoming and outgoing tickets were managed through this platform. In fact, we had integrated this with other Fresh product- Freshchat.
I like the Automations that FreshDesk provides and the simplicity to use.
I can't thnik of one, everything about the software is great.
We solve IT-related issues using FreshDesk.
It is a great tool for customers support. Makes it easy for me to filter my tickets and view my performance. KB and other modules are easy to reach
There is nothing to dislike about freshdesk
Handling customer queries And addressing them, sometimes taking calls. It keeps me more productive.
User-friendly, time-saving, quick responses, quick notifications, a good app for better communication
if there will be a notification sound for every new/updated ticket when it comes up on our dashboard, then that will be very helpful.
No problems faced till now. Benefits are like- mostly user friendly, simple and effective app algorithms.
The interface visually is clean and simple. Couple this with a navigation menu that is not busy, or complicated, and you have a fantastic blend of simplicity and functionality rolled into one.
The fact that I have to add contact first, versus just creating it automatically when I'm doing a ticket, is a bit of a turnoff. It slows down the workflow.
A dynamic ticketing system directs our customers to log their problems formally. Having a written record of their problem helps us track current issues and identify trends.
