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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.
Easy database setup. Customer support is very good. Web interface on the document support site auto format for multiple platforms with little to now effort. This makes supporting PC's, Tablets and Smartphone's very easy.
Wish I had better control of linked documents on the free tier. Occasion updates cause issues with the data we export into Excel. When the field orders changed, our Excel macros fails.
Customer issues were being tracked on handwritten notepads before we started with FreshDesk. With FreshDesk we now have actual data to help us grow and improve our business.
Even though it took a while to resolve the issue, the support person was always very quick to reply and offer suggestions.
The issue took relatively long to solve.
We use Freshdesk to run our helpdesk system. This helps split things into different categories.
UI quite simple and quick response from their support team
the edit mode for our own support is bit messy
problems with our software, rfc, ... easy to track
Support and the product features to automate things and avoid manual work.
Nothing as of now, but if I come across anything which I don't like then I will surely let the support team know about it.
We have a support team, which interact with customers query and complaint over the email. We have also integrated some API for information on few things we use.
Automation of scenarios with just a click of a button
Many userul features require upgrade, Extra features should be allowed in existing plans
Technical support with efficient check and balance. Monitoring productivity of agents is very easy
Easy to offer support, automation is comprehensive
Rules could ofer more automaton, inline screenshots for users during chat too
Customer support and support desk articles and live chat
Customization of the fields. Drop down options
if we make any customization on the tool each we have to logout and login to see the changes.
customer Service Desk
The automatons and triggers makes managing our ticketing system easier.
The UI is a little sluggish and sometimes can be overwhelming. The upcoming update looks cleaner.
Having a location where all Knowledge Base is located has been the biggest benefit from Freshdesk. We are able to merge all of our ticketing platforms into one location while also keeping them separate depending on the teams.
Freshdesk does most things that our support team needs. Be able to insert a solution into a ticket is great!
The Solutions area could use some work. We find it hard to post videos there without a lot of extra work, and the formatting of the text seems odd.
Managing tickets and creating a Knowledge Base/Forum. Customers like being able to track tickets better.
Strong ticket editing ability; easy inline images injection, rich text formatting, pretty good copy/paste from other tools like Word or email. For complex tickets, this is really important
Reporting is a bit weak if you want to use metrics that don't fall inside the typical. Localization is weak in many areas (satisfaction surveys, configurable fields and statuses are English-only).
externally, helps us manage customer support requests. internally, helps us manage DevOps cloud hosting requests.
The email alerts are well formed and easy to read. Basic SLA's in the blossom version are spot on, not overcrowding the inbox.
Unable to assign a watcher from the contacts list to a ticket or group of tickets. Sometimes the watcher has no technical experience but need to be in on the loop of tickets. Not able to send a daily summarised email of the tickets due with or without updates.
quick oversight of the issues, and how timely the work is been done.
customer service via webchat. I usually get helped quite quickly and nicely through this channel
limited API should integrate whatsapp and facebook in the platform as well
centralizing most communicating channels in one platform
I like that when you need help for a help desk, their responses are quick!
Since their switch to freshworks there have been some time where phones have been down.
We are communicating with tons of online college students and providing quick and helpful resolutions.
I love the reporting features, the canned reports make sense and there is an awesome integration for more advanced stuff.! The staff is friendly and does their best to help. The client experience is clean and the Help Center search feature is excellent.The ability to create custom ticket and client fields is great.
It can take a minute for the support staff to understand what you are trying to tell them. There isn't much flexibility in automatic email triggers. I was told we'd be able to see if the client had opened our emails or not and this turned out to be untrue.
We support a large client base and handle a ticket volume of about 600 a month. The search feature in freshdesk will hopefully allow us to drive that ticket number down.
Freshdesk is easy and very intuitive to use. Also when we need support from Fresdesk team they are very fast and willing to help.
The report function, I wish there where options to create a customized report for our customers. I wish it was possible to have an option for a kind of 'low agent seat' (not full seat/prising), bit also not daypass based.
We have several customers who need to share their support issues with us. Freshdeksk is easy to user for them.
Freshdesk is a good support management system and provides an easy to use interface. I find it incredibly intuitive to use and the same goes for our clients.
There are minor bugs that tend to cause disruption, these bugs seem to take a while to be resolved.
We're able to keep track of all of our clients support issues through one portal with a relatively small support team, even with 20+ clients actively using freshdesk. We were also able to integrate project management software with freshdesk and manage our support work side by side with development.
assistance over live chat was instantly answered, the answers were personal not canned responses
Nothing really. I know we could make more use of the product but always lack the time to invest in growing our usecases
Freshdesk is our internal and external support portal. Ticket monitoring and ensuring cases are closed are our biggest wins over previous services we have used.
The operator was easily accessible by email/phone
Email wasn't sent re-iterating the instructions
Currently none
My team and I like Freshdesk for the most part. Its nice to be able to triage tickets, sort them, assign to various agents.
I feel like the rules can be a little complex and confusing.
We answer customer support and feedback tickets for our TV sites, apps and other products. Its great for running reports and sorting based on product.
It has a number of functions needed to answer basic email and chat queries.
Freshdesk chat doesn't have an option for us to upload images in chat, which is crucial for us so we can resolve customer queries immediately.
Customer service related queries.
I receive a reply very fast with a first solution. The agent is eager to help me and mostly continuing replying fast.
Honestly all my conversations went very well. I don't like decisions on the implementation, e.g. on MINT but this has nothing to do with support.
Easiness of handling questions and checking archived solutions (which unfortunately is going to change).
Efficiency of their support team for answering questions. Being able to see tickets and answer with canned responses and easily finding solutions to attach is great.
Some UI issues where the new Mint interface is a bit confusing while transitioning over from the old interface.
Keeping in touch with users and a touchpoint for users to be in touch with our support team. Organizationally it links well with our other tools.
User friendly interface and flow. Improving technical support and very well managed open cases.
Can't hide Agent name at customer portal
Customer Technical Request and Complaints. Freshdesk Help desk help to manage and organise every ticket effectively, especially the response time set.
The simplicity of all the function, creating tickets, responding to it etc.
Need to create a separate account for customer and agent, although using the same email.
It solved the problem of IT support in my company. It ease the flow of me contacting with my clients.
Fresh desk provides a simple and straight forward solution to managing customer support. I liked how easy it was to manage communications, provide quick responses using canned messages, and being able to provide a FAQ section for self support.
Setting up customer accounts could be challenging from the customers standpoint.
Quick response for support related questions. Canned responses help with Efficiency for frequently asked questions.
Is an easy to use platforms, it also gives access to and API.
They should improve their API documentation, it lacks of some information.
Basically, create a better communication with our clients
Versatility, easy to comprehend and train agents , scale-ability
can work on bettering the product keeping eta in mind
Technical and CS related
Amazing support team... Reporting tools...
Some features not available - already shared with them
Customer contact - Email.
Over the past few days I've had a few issues understading and implementing some Freshdesk features, however each time I needed to solve something the support team was more than helpfull.
There are still a few technical issues left in the Freshdesk environment that I wasn't able to solve, even with the support provided so far.
We use Freshdesk to offer our customers the best experience possible. Now we want to upgrade this and the features implemented in last two years sound like they can do the trick for us.
Freskdesk makes it easy to assign tickets.
I most dislike that closed tickets are archived after 160 days.
We regularly refer back to and must re-open closed tickets., but we can't re-open archived tickets. Instead of closing tickets, we can resolve them so that they never archive.
