Freshdesk Reviews: 4.4/5 — Solid Choice

Being able to integrate all the different channels used by clients to reach out. As well as the different Dashboards and SLA tracking functions.

It is not a comprehensive CRM tool and we could not have all client information in one location.

Freshdesk is great at tracking client communication and SLA monitoring system.

The UI is very nice to use and easy on the eyes. the tagging ability of the system is very good, and works well.

The escalation capabilities are very limited to nonexistent

It worked well while we have people 24/7 on the platform, but it doesnt really work for on-call purposes.

It was an intuitive tool, with access regulation and easy to learn

There was no possibility of automating responses. As intuitive as it was, the layout was not attractive.

Customer service issues. We were able to meet our demand.

The reporting aspects of Freshdesk are good. There are some analytic reports which give deep insights into all aspects and features of Freshdesk. Their reporting makes accountability for the team easy.

In recent months their support has been poor. They do not respond and most of the time are not available on Live Chat. I believe they are based in India, so supporting a company in the U.S. seems to be an issue as they are not online during U.S. business hours for live chat. Sometimes they do not respond for several days if a ticket is submitted and even our Account Manager has poor follow through.

All of our customer communication flows into Freshdesk. We also use it for Knowledge Base articles and tracking. The benefit is having it all in one system and easy reporting across multiple channels of support.

The web interface for Freshdesk is easy and slick. I like the "admin" view categorizations (recently updated), which makes things easier to find now than in the past.

Customer service for any questions with Freshdesk is terrible. Questions and tickets' response time is very long and requires constant follow-up. The way the agent accounts are organized and billed is also ridiculous. For a free tier, I am unable to simply add one paid agent. Instead, I have to pay for an upgraded tier, and then pay for all agent accounts (even those that are included in the free tier). Reporting tickets is also cumbersome. A separate ticket is created for each ticket list export. Finally, while Freshdesk allows merging relevant tickets, it does not have an un-merge function.

A technical team of 3 developers and a BA use Freshdesk to provide application support for multiple company-specific systems. The flow is around 250 tickets/month, and Freshdesk helps us manage it.

What i like about the Freshdesk is that it provides a smooth communication between the teams to manage inter team dependencies, & every state.

What I dislike is that I can't customize notifications in it, as per my needs.

Inter-team Communication to resolve dependencies.

Decent tool for an AIO solution. Everything is built into the same system, so it is consistent when it comes to building.

Poor support staff. Some of the tools are not user-friendly (for example, the form builder is unusable unless you have coding experience. Other tools have a simple builder integrated for standard users).

We were using it for our UKs support/sales staff.

Tiered business model....buy only what you need. Very nice gui. I like the way they designed the response time/resolution time collection. Solid reporting capability.

They are based...and I mean solely based...in India. Therefore communication is challenging. They try their best to compensate, but its been challenging. Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket and we will respond, via email, within 24 hours' business is ridiculous. I want to talk to a live human being with a brain capable of rationale conversation that can problem solve. I know its a cost savings, but its incredibly annoying.

Communication barrier is significant. Time zone issues. No live tech assistance.

The ticketing system is easy to use and customizable enough to fit our needs.

I don't like that there is not an easy way to view the solution/article ID. I also think that there could be improvements on formatting solution articles.

We have streamlined our support system by using the ticketing features as well as the solutions section of the software. The Solutions section has allowed us to create and maintain a customer-facing knowledge base that is useful to our clients and has cut down on support resources.

It puts all of our customer tickets in one place. Tagging and escalation work well.

The helpdesk feels dated. Emails can get confusing and messy based on how different users respond. Too many email notifications for the same thing.

We get a lot of customer questions. We would not be able to handle it without a ticketing system.

Freshdesk is easy to learn and easy to get used to using. Running a customer service department consisting of mostly remote workers is no easy feat but Freshdesk fits right in with our set-up. Administering users, managing and distributing tasks, performing spot checks for quality validation, and running reports are all manageable online even with not-so-decent internet speeds.

It's not so much as a dislike but rather a wish-list of features it could have had that made it an all-in-one tool for our business. For one, I hoped there was a better way of correlating tickets pegged in the system and relating them with other cases based on keywords or word tags. Either I was still a novice and I had no clue or it did not a have word search feature.

We use Freshdesk mainly to manage complaints sent from customer mails and follow-through on orders posted online. On-boarding new associates was simple enough but getting them productive and used to using the tool required some time.

the easiest one compared to other similar products.

the annual cost and fee on that software

communication chatting and problem solving

I like that it allows for very complete answers. It allows to provide a lot of detail to users who need to access Freshdesk.

That searching forums for answers the questions must be very specific. It doesn't appear intuitive enough to know what you're searching for.

FAQs, Help Forums

Freshdesk is a very complete solution for those who are looking for a simple software for management of your tickets.

Some features are missing if you compare it to other competitors, but overall its a good software.

Management of tickets, organization problems

This is a good helpdesk application for all type of business. It helps in monitoring workflows in our organisation.

License fee is little bit higher than other vendors. Rest everything is good.

Freshdesk helped in monitoring the workflow. We got updates on email regarding the ongoing customer tickets. This improved the customer relationship.

You could have a survey sent after sending an email for constructive criticism.

It was not as user friendly as other systems I've used or upgraded to.

Emails and completing tickets to track the work I've done. Also helps to document important information in regards to clients.

Application simplicity and the ability of grouping the emails. I like also the possibility of adding users with a day pass license.

All emails (data) are stored to freshdesk cloud and it is not possible to retrieve to other system all old emails. Also custom applications (API) are difficult to develop.

Help desk and ticketing. At the moment maybe the best on this category.

Freshdesk recently went through a UI refresh which added a lot of productivity and speed to the experience of using their system. It had been a long time since anything was changed, so this was welcome. Also, there is a handy mobile application. Dashboards have been added recently as well, in order to see ticket throughput and close rates more easily. Freshdesk has fast loading times and the new interface is much more user friendly, plus it works in real-time now and nobody needs to refresh to see more information.

Reporting and analytics are sub-par unfortunately. It's very difficult to pull the information that you need in order to see efficiency by customer or ticket type. Also, the API does not work as expected. I wish the dashboards were more customisable. Right now it's nice to see what is happening across all departments, but drill-down or configuration would be much more helpful.

We are able to provide support services to our many clients in one interface and system. We were able to create an "air traffic control" system to funnel tickets to the correct departments for higher visibility and close rates.

Affordable Ease of use Multiple features that helps collaboration. Works very well when systems are disjointed and need multiple input streams

Slow when used with other applications. Have to re launch each time it hangs.

Customer satisfaction

It puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers. Freshdesk has Game Mechanics and this is great.

The product is more expensive than the competition. It is also lacking some key integrations that I would like to see implemented.

Just managing customer requests

Freshdesk is great for tracking employee and customer requests throughout the whole process. Our tickets are visible so it makes it obvious who is currently needed to perform an action. I'm not sure if there is a private feature. It keeps the tickets in the system so you can go back if needed.

We use Trello to track our projects and the integrations with Trello aren't great. What happens is; we get spam emails into Freshdesk and they auto-populate into a card in Trello. We had to turn the feature off so now we have to manually enter tickets into Trello.

Freshdesk helps us keep track of all our requests. We get hundreds of requests a week and without Freshdesk, they would just get lost in an inbox.

Easy for agents to use. Can answer freshcaller calls through fresh desk and have the call automatically linked to the ticket

Seems pretty clunky. Lots of issues for management. Takes a long time to program correctly so the interface works for your purpose. Some functions don’t work or aren’t customizable, which makes it harder to program, making workarounds necessary, which is annoying.

We collect external help desk tickets through fresh desk. It’s an easy learning process for our agents.

I like the ease of selecting different categories, to ensure my questions are sent to the right team.

What i dislike about fresh desk is the amount of time spent on waiting for a response, this may be only per my experience as the company I'm contracted with has a lot of contractors to manage.

I'm solving issues I have with clients, pay or using the companies platform.

It has great email messaging and self-service portals, helps keep track of all customer emails, "tickets" and ensures an exceptional customer service.

there is nothing i dislike about this software

Making sure the customers receives the best of services and that their issues/requests are solved in a timely matter.

I like best the ease of using this software. User friendly and multiple helpful features such as being able to ensure only one technician was working on a ticket.

The custom option at times can seem disorganized and not as easily navigated compared to other features.

It helps facilitate the role of tech support wonderfully

The support. They will work with you to implement new features. We used it for a SOC, which is not their primary use case but we were able to customize it to be functional.

The API could use some work. It doesn’t integrate with other products very well and requires additional work. We had to script a lot of functionality that should have been built in - mainly querying products for ticket automation. IE: host is down in solar winds, ticket. Also, when an agent submits a ticket - there isn’t a way to change the ticket ownership to the client.

Providing a means for clients to interact with the SOC.

What I like best about it is how great it allows me to offer support for customers

I dislike how hard it is to get it setup

Im solving customer support with this.

Very intuitive and easy to setup. Has all the bells and whistles necessary for a full fledged helpdesk system. We used it for several years and all of our staff still love the product. Tried many others including Zendesk and this one was so much easier to setup and tweak. Very reasonably priced.

As long as things are working well, there is no problem. However if you do come across an issue or need some support, unfortunately you're on your own as their own support has declined terribly recently. For instance, as I write this I've had a ticket open for 5 days with them for a very simple question that would take a few minutes to answer. I've sent several follow up replies that have fallen to deaf ears. It's as if I am conversing with myself.

Our umbrella company is composed of several internal smaller companies that we call divisions. In essence these divisions are our customers. We have been using Freshdesk in order to ensure that we fulfill their requests in a timely manner by attaching an SLA to each one. Previously all of our support was email driven but the helpdesk provides us with a central repository where all communication is visable to our entire team.

I enjoy how everything is fairly simple to organize, and it gives you a good report of the ticket statuses.

Specifically, I wish there was a chat in the same program. Keep everything in one site instead of having to use multiple programs for customer support.

If reoccurring questions pop up, our company has it set up to where you can send canned solutions, and it is much faster to solve simple situations.

The software setup is easy, and support is responsive.

setup can be difficult for a standard user

customer facing support using a widget within software