Freshdesk Reviews & Product Details

Has tremendous flexibility and lots of features but it's still quite simple to learn the basics quickly and get up and running. Support is awesome

Updating tickets happens on the server and not locally so there's a lag between making changes and seeing those reflected locally

I operate a small e-commerce business that is growing fast. We frequently get enquiries about the status of orders that I used to handle via email. Freshdesk has put everything in one place and makes managing customers much easier

I came upon Freshdesk by accident, when searching Google for a free Helpdesk with a lot of functions and options. Freshdesk offers just that. The free version offers a lot of functionality I have not yet found in any other software for free. In addition, at any time you can upgrade to a paid plan for even more options. A really interesting thing is, that you can buy day-passes to give access to another team member for just a day. Perfect, if you need an additional member for some time, to help with tickets, but you dont want to pay the regular monthly fees to add another member to the team.

A great software without any weeknesses. The basic plan is a bit limited in its funtions but offers all you need as a small or medium sized business. Higher plans have some really cool features but are a bit costly. However, there is nothing bad to say about this software. We have been very happy with it ever since its implementation.

Customer Support and general emailing. Knowledgebase, Support and Service. All emails are going directly into the helpdesk for further processing and working. We have been happy about the software from day one. Support even for the free version is great – something that values a lot. Generally really great to use and nice alternative to paid versions. If you need more, simply upgrade or get a day pass.

Setting up the application was so easy.

Custom reports. I'm able to create the report I need but I have to schedule them to be able to verify their output. It would be nice to have a generate button included for custom reports.

Technical support staff work much more efficiently. You can tell that the Freshdesk team put a lot of thought into the design.

It is simple and clearly arranged. All necessary functions are given and positioned correctly.

Currently, we just don't like the app for smartphones and tablets. The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.

We use it as a ticket system for IT. This enables us to offer a fast and transparent service.

FreshDesk's support team has been the most responsive I've encountered throughout my career. I appreciate that they are always ready with an answer, or at least an offer to track an answer down.

I do wish the reporting functionality was a little clearer and more customizable.

We've automated multiple workflows and notifications utilizing FreshDesk's scenarios and rules.

Good automations and funtionality to reduce time.

I wish the live chat would work with a mobile app.

Improved efficiency, consistent communications across channels

Everyones task list is clear, prioritisation is easy, automated rules are a god send.

I am not a big fan of the new mint design, but it is optional.

Developers can now easily see a prioritised list of tasks pertinent to their skill set without faffing around.

The ability to organize type of support requests and assign to different team members is great. The interface is simple to use and pretty straightforward.

Integration was a bit complicated the first time around

Customer support. Too many emails being shared around the office and no one own responsibilities. With Freshdesk that problem is solved.

The Helpdesk Agents are always so quick to assist. They are professional and friendly, and never fail to answer my questions. They are very knowledgable and eager to help.

I wish we could merge 2 separate Freshdesk accounts, that's my only problem at the moment

Keeping track of queries from our users

I appreciate the ability to see in real-time when a ticket is updated. I also appreciate the level of customization that the system offers. It allows us to tailor the taskbox to suit our team's need and to sort out the tickets to better direct workflow. I also really like the built in chat system.

I don't understand or use the leaderboard. The reason for our scores isn't really explained - especially with the new Mint rollout. I can't see what the data is and how I achieved MVP - or any other score. This seems irrelevant to me.

We use FD for all of our inbound client emails. It helps us delegate workflow and respond to clients in a timely manner, and it keeps us much more organized.

This website is very user friendly! Our entire staff can easily contribute information and our customers have no issue logging in to access the information. Our customers use the freshdesk portal as a resource whenever needed!

I dislike that we cannot embed videos and large documents.... because freshdesk only allows so much space for the attachments we have to use dropbox to upload videos and then put a link to access in freshdesk. I also wish we could connect Freshdesk to email notifications instantly. For instance if we post a new announcement, we want ALL customers to see but cannot easily inform them without sending a separate eblast via mailchimp. I also wish there were easy to access analytics. I want to see how many active users there are total etc

When our team is out of office, our customers can log in at any hour and search for real time solutions. Helps especially for customers in different time zones when it is hard for them to call us. We like that we can control who can be a user and view this information as we cannot post all of this on our website.

Friendly and very knowledgable support staff. They're even available when I need them...anytime!

For recently implemented new features, release documentation could be improved.

Proper client support using a single-person support department. Freshdesk has designed their tools and UI's to make it very easy to quickly respond to clients no matter where my staff person is physically located.

Superior user interface and end-user experience.

The mobile experience for ticket management.

Communicating with our service Agreement program participants/hundreds of clients who have support questions about their websites.

My favourite support tool. I've seen a number and none of them was better. I like it as the head of customer support, as a supervisor and as an agent (I believe in doing part of the job myself to feel the customers' and agent's pains). I've migrated to Freshdesk a third company already, and it's always a relief. What others do not have: a very clear structure of canned responses by folders, a very good dashboard for the manager that lets you see in a glance how many tickets and in what status are there in each of groups, lots of useful settings.

I miss the OTRS structure of queues and sub-queues, we used it a lot and I was a big fan.

It's structuring the customer support work. We can manage all of our customer communications with one tool.

I like that they are really quick in response.

There is nothing I dislike about Freshdesk so far, I am new to freshdesk so I am hoping that by making this change. Their will be less issues than my previous helpdesk service.

Not sure yet but I am hoping to solve the quick turn around time on resolving tickets.

The speed to solve any technical requirement

Don't have support in spanish. When I have to require support, only in english is available. It will be perfect if expand the availables languajes for support.

Sales requirements, internal communication

I like how simple the layout is, and it's easy to stay organized. It's a good starter program for someone new to to this field or even interns to use.

There is nothing I dislike, I'm new to using it and have not come across any issues.

The Live Chat feature is a quick easy way to get in contact with our customers and help them with any issues.

Ease of use and automation options. The old interface is pretty slick and easy on the eye.

Nothing to hate. The solution meets our needs.

Our entire organization uses Freshdesk to manage all our customer conversations.

It works like a charm. We use its free version and this version includes all the features we need. Customer support is quite responsive.

There is really nothing I dislike about FreshDesk.

We use as our ticketing system. Our customers send thair emails to [email protected] and tickets are created on the fly.

Support answers my questions in less than 10 minutes. The are really great and always trying to help.

The new look is missing some of the features of the old one. If I cannot find something, I have to switch to the old one.

We are providing support and FreshDesk is a great tool to use for that. It has lots of functionalities, different kinds of reports and many more features we are discovering.