Freshdesk Reviews: 4.4/5 — Solid Choice

Ease of navigation throughout the system.

Minimal options on the free version, should include more reports

Tracking software issues

It is very useful to connect with our customers. We can get proper update from customers. We can view all tickets separately.

To access this it is very difficult. To open tickets it take too much time. Sometime it is different to check our tickets

Via fresh desk we solve customers query easily.

The reporting section of Freshdesk is very useful to us. As well as the open REST APIs are always a plus.

The UI and UX can be improved a lot. As well as there are some corner cases which could be handled in a better way.

We use it for the support system and customer survey.

Web base, easy access , trial version of the product

report is not that accurate, not user friendly, chat tab are not organized

Technical issue of home base teachers

They have pricing models that work great for small businesses. Their lower tier plans are cheap but still provide lots of features. We only have 4 support agents so Freshdesk worked great for us because they provide the first 3 agents for free. We only pay for one support agent.

The customer support has not been very helpful. They seem to be based out of India so when submitting support ticket in US you will have to wait until at least the next day to receive a response because it is the middle of the night there. There also seem to be challenges due to language barriers. They never seem to really understand what I am asking them.

We use Freshdesk as our support desk solution. For a reasonable price we have been able to provide our support agents with powerful tools to handle our customer problems.

This is a web base app, very easy to use, does not require installation or internal storage space, The Garden version has nice features such as; Internal Chat, Knowledge Base, Reporting, etc, I can actually add SOPs and videos for users to educate and enjoy...

When I export an open tickets report as a spreadsheet, It exports the tickets, but not the updated notes on the ticket, which mean that after exporting the report, I have to update the notes on each ticket again.

The problems that I work on using Freshdesk are; Internal Technical Support Tickets.

Price is attractive. Has a good set of basic features, and they add more consistently. They try to provide support.

I always get the sense that Freshdesk barely has control of the app. Call in for support, and it seems like this is a person start-up. Nobody knows what's going on, and they promise fixes but never follow through. The integrations do not work as described, and our developers found all sorts of bugs in the code and documentation. You get the sense that they are trying to 'check the box' on as many features as possible w/o getting them all to work flawlessly. The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.

We can operating our support center at a very low cost given the set of functionality. I am hopeful that Freshdesk will keep improving the app so we can grow with it. But at this point its better for a 1-10 employee company than a 25-100 person company.

I enjoy using freshdesk instead of having to keep track of issues via email

i dislike when i get a response that the ticket reopens itself

site issues and questions

Allows us to see what each other is working on. Let's us help customers by setting priorities and due dates.

Sometimes the tickets do not come through from our website to the Freshdesk system and the Freshdesk support team is less than helpful.

Freshdesk has allowed us to completely customize our user experience by creating quick canned responses and automated responses. They allow us to quicky respond to customers - and see who has not been responded to - quickly.

Integration with JIRA for product development when reporting user bugs and submitting tickets is the most useful feature for my team. Also enjoy how every agent can setup their own custom sorted/filters for a variety of tickets, and the tagging functionality. Mobile SDK integration is also great.

Their ticket search needs a lot of work. There's no good method of advanced searching tickets which is problematic for a company with millions of users.

Allows us to quick tag and batch identify different support tickets and the analytics reported are nice. Also enjoy being able to quickly see which agents on my team are closing more or less tickets than others.

The tool is well-priced, flexible, and powerful. It becomes even more compelling (versus the competition) as the number of agents and plan tier increases.

Spam is eating us alive. We use Google Apps for Work for email and we get spam tickets all the time, even though Google correctly routes them to spam. This was not the case with Zendesk, and FD support has repeatedly told us there is nothing they can do. UPDATE - we figured out how to solve the spam issue by ourselves. Adding a few starts, but not a lot because support should've helped identify it.

Customer tickets get handled more quickly, no matter what timezone they come from.

Simple system, easy to use, does what it says on the tin

Its very basic for the money - no real value beyond logging the ticket. You cannot create custom questions by ticket type e.g. for tech support one set, for sales another set. There is no feature to close calls after X days. Integration with SugarCRM was just a screen on a page, rather than creating a 'Case'. This means you cannot run reporting on Cases in Sugar CRM. Default views hide tickets that are pending which is so you have to select all the statues to see tickets, rather than displaying them all with status showing.

Tracking Issues

Scenario automations, Easy import from Zendesk. Relatively reasonable price

No distinctively extra feature. Stuck in Web 2.0 era / no explicit IPhone IPad support. Some unnecessary error messages (caused by blocked referrals)

Not provided

FreshDesk is rich in features and also has a lot of marketplace apps which further increases the feature list. Integration as such is not very difficult, for chat we need to place a JavaScript pixel. There is an Omni channel experience which can help customer services team to be on the same portal and not continue hoping over to different systems. Also, this gives the opportunity to FreshDesk and people using it to control inflow omni channel wise like people on call may not continue receiving chats. Third party integrations are present which suffice use cases like pulling order details from order management system.

Although FreshDesk is feature rich and provides integration with third party tools, it lacks some important use cases like chat redirection controls. Third app integration are not as easy as they may appear and have quite a lot of bugs. FreshDesk system itself has shown inconsistent behaviour over time and there have been intermittent bugs in the system. The support is probably not the quickest one and solutions are not to the point many a times and require a lot of too and fro.

Customer support query volume and resolution time are the two metrics that are looking to manage using FreshDesk. Benefits in terms of routing the queries to correct departments.

I like how much control I have over ticket management, and the flexibility of merging and correcting tickets after each action

There are some frustrating repeated processes - for instance, when making or receiving a call, to attach it to a ticket involves clicking through multiple dropdown menus before it lets you type the ticket number. If you type it with the wrong dropdown selected, and then change the dropdown, it deletes what you typed. During these critical moments when a call is coming in, or before a customer picks up an outgoing call, it makes a big difference to streamline these processes.

Freshdesk enables our teams to collaborate and provide a unified, personalized customer service experience

Easy to setup and implement in your company

Price high and there isnt a good assistance...you ping from one operator to another one with any resolve your situations.

I use freshdesk from 4 years and every time I have some problem assistance it's always absent! No reply, no way to fix it, and every year price increase!

Freshdesk was helpful from a triaging perspective. It allowed us to funnel tickets to a central repository and to categories them as needed. The user interface was also pretty user-friendly.

Freshdesk was helpful from a triaging perspective, but never gave us the scale we need to support clients where they were (i.e. in our application and on the go).

We were using Freshdesk to manage incoming tickets and support requests. Everything from issues with clients to issues with vendors. All of these came through Freshdesk.

Freshdesk creates tickets using Email ID, not the sender and subject line, which helps when you get thousands of tickets a day.

Emails display correctly in outlook, but in Freshdesk, it has looked terrible lately. It used to work great, but with all the changes from Microsoft, it seems to break something in Freshdesk, and these issues do not get resolved, and it gets worse daily.

We are getting different teams to work and communicate together without sending a single email. We use to send thousands of emails internally to each other, and now we do not. We share tickets internally.

great UI interface and ease of use. feat

terrilble refund policy when switching away. Low integration with woocommerce/wordpress. Expensive for adding more seats.

providing a professioal outlook when dealing with customers and having the canned responses is useful.

Freshdesk is very simple. While that has some cons, it does allow for easy onboarding. It did not take very long to learn how to use it. Our team was able to start using it quickly.

The Forum it provides is not very helpful to manage Product Ideas that come from customers. A customer can easily post an idea but there is not a good way for PM to manage these ideas. For example, we can not create a list of all Ideas from one customer.

It works for our support team to manage support tickets. It integrates with Jira so it allows our dev team to work on Jira tickets and push updates back to Freshdesk.

Pretty simple to use. Almost instinctively understandable interface (but only when it comes to agents work, because admin section is a mess, unfortunately). Comparing it to some competitors, it's more user-friendly in the aspect of it's features. Freshdesk works with both emails (tickets) and chats, where you f.ex. could create the ticket from the chat, while some others similar resources are just chats or just tickets alone.

Mutual integration with Jira Atlassian doesn't work well at all. Those tickets in Freshdesk which get new comments from Jira often do not have their status properly updated and thus agents can't see there is some answer or info request coming from Jira escalation. Freshdesk has slow and not fully professional Customer Support. Which is very ironic, because Freshdesk is a resource for Customer Support itself, still their own Customer Support is pretty unprofessional in the most of occasions. Freshdesk Customer Support Agents don't seem to have access to the chat logs, so they always ask for multiple screenshots which is extremely inconvenient. Yesterday, when we faced problems with the auto-assignment of the chats, they knew they had some temp bugs with "advanced automation rules" and didn't say it at once, so we had to go through alot of unnecessary questions to get to this point. Also admin options and preferences section is chaotically organized, some useful features are missing (like advanced ban options - temporal ban, ban by user email et c. et c.), some options are too complicated to understand and thus to execute properly.

No actual problems. It's the main platform for our Customer Support Service. but so far we are growing more and more dissatysfied with it and are constantly looking for better options which would fit exactly our needs as much as Freshdesk and the same time would function better than it. For now Freshdesk is just the best among the worst. Questionable praise, I know, but still kinda praise. )

Custom Reports Dashboards Ticket creation

I absolutely detest that we can not have our reports sent to our FTP.

Customer problems and resolution. Customer service rep action tracking and ticket tracking.

Good place to sort out tickets and respond to customers

Not very user friendly.difficult or impossible to see sent tickets

Closing tickets

User friendly, easy to deploy and the activity feed is useful.

Fresh desk lacks in basic billing features

Fresh desk helped us manage our service requests effectively

I like being able to see trends and set up auto assigin for tickets

I dislike the lack of support, there are many useful articles and videos but sometimes live support is easier

we are now able to track our employees work flow to ensure an even flow

Tickets auto generate by sending email. Easy to put notes in for private or to share with requester. It has good up time we do not have any time where the system is down for reporting issues. Able to make tasks from a ticket is good feature. Has nice mobile application for my team to use.

Price Wish there was on premises solution that cost less per person. The hosted is more expensive than other solutions.

Able to have a ticketing system that works nationwide. Easy for people to login as agents regardless of their location. Is fast reliable, does not have problems speed does not have problem with security

Provides us with a simple ticket tracking system for one of our products.

Nothing to dislike as it gets the simple job done we set it up to do.

Help desk ticket management for one of our products.

The amount of options & flexibility. Ease of issuing refunds.

Poor security, clunky& slow quite often. Password resets are always onerous with this as well

Easy refunds& online menu updating.

Features Pros: - The team has been very cooperative in helping us set up and use the system for our unique requirements. - Once you get a hang of the overall design and logic, the system is quite easy and intuitive to use - moreso than many competitors. - We're currently on the Estate plan and the price is very good for what functions and features you get. - They take your feedback and requests seriously. When testing other services, we've found that some of the larger companies didn't seem to care about our own requirements if their system did not offer it. The FD team were very willing to help adjust and even implement some functions to help us.

Features Cons: - Support team rarely gives an ETA (they like to use "soon" a lot) when responding to issues/requests and when they do, they are usually incorrect. - If you have any ongoing requests or issues, you have to be the one to constantly push and request updates. We have some requests which have been pending for over a year and might have been left to rot if not for our weekly pushes. They rarely contact you proactively about these unless it is a major issue

Community and communications

Best in class free ticket solution for a very small business that doesn't create a ton of tickets but needs basic levels of issue tracking etc.

Once we started growing as a company the lack of customization that was offered in the program started to become an issues.

Before getting Freshdesk our company used MSWord and note paper to keep track of issues which was not a good process at all. We realized more organization and productivity time when starting to use the Freshdesk platform.