Freshdesk
Review of Freshdesk Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About Freshdesk
Freshdesk Screenshots
Freshdesk Features
Freshdesk Integrations
Customer Reviews
See why people love Freshdesk
Maija P.
Verified UserSports · 11-50 employees
Freshdesk: Easy to Follow Interface--Great to Stay on Track
It is a great system to get administrative support. Helpful to keep projects moving and on track and get any support needed.
- I like the clean interface
- It is easy to set up support tickets
- The workflow stream is very easy to follow and one can easily follow each support ticket
- Nicely organized
- There are still sometimes issues with the real time notifications in that they do not pop up easily
- The email notifications can also sometimes get stuck
- Typically though, there are no issues with tickets
Trent B.
Verified UserTelecommunications · 11-50 employees
The Omnichannel Tool You'll Need
Freshdesk had all of the pieces we needed to run a successful ticketing system and call center. The reporting was pretty complicated to navigate, and left a lot to be desired.
- Freshdesk was very customizable
- It allowed you to set up as needed based on your line of business
- For us, we had a centralized mailbox going into the ticketing system, generating tickets per email we received
- The reports and automations can be somewhat difficult to navigate
- We ended up just exporting all of our tickets every month and creating our own reports through Power query in Excel
Switched From
We were doing ticketing through emails, and it was very hard to keep up with. The best solution was a ticketing system.
Why they chose it
"Freshdesk seemed like the easiest to setup, along with the fact it was the best price for the omnichannel tool, which we needed most."
Verified Professional
Retail · 201-500 employees
Freshdesk to automate your IT
We use it for all helpdesk tickets and onboarding.
- Integration with Microsoft domains and Azure
- Not the easiest to learn it on your own
Switched From
Improved automation
Why they chose it
"Price"
Verified Professional
Leisure, Travel & Tourism · 2-10 employees
You'll only get to know about freshdesk when you'll try to cancel subscription.
Pathetic. They are only interested in getting money from you and don't care about you. We were with them for 5 years, and when we tried cancelling, it was an incredibly difficult process. Don't try this if you're not sure it fits your business requirements.
- It does what it is supposed to, with no complaints about its functionality
- Freshdesk's own customer service is below average
- Try cancelling the subscription and you'll see how limited Freshdesk's service is
- It’s incredibly hard to cancel; they've been charging us for the last two months even though we’ve cancelled our subscription three times from our admin interface
Switched From
Better functionality and user interface.
Brennan G.
Verified UserInsurance · 201-500 employees
Easy-to-Use Help Desk Solution
Freshdesk has been a solid help desk tool for our team. It’s easy to use, reliable, and has made managing support tickets much smoother. There are a few quirks, but overall, it’s been a positive experience.
- I really like how easy Freshdesk is to use
- The layout makes it simple to manage tickets, and the automation features help cut down on repetitive tasks
- It also connects well with other tools we use, which is a big plus
- Some of the settings can be a bit buried, and it took me a while to figure out how to customize certain workflows
- Reporting features could also be more flexible
Andrew Y.
Verified UserElectrical/ Electronic Manufacturing · 11-50 employees
Freshdesk, the best CSM tool to use
We love Freshdesk and all things Freshworks. We are a smaller company where it doesn't make sense to spend 10s of thousands of dollars on a CSM system like the bigger name companies. Freshdesk has been amazing for us and we have used them for 6+ years. We couldn't be more happier.
- Freshdesk has continued to evolve and progress over the years staying current with new features and options that make productivity and customer satisfaction very efficient
- Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around
- Since we started using Freshdesk we really only had one or two hiccups
- Each time, their support team was able to assist and guide us to get everything resolved in a timely manner
- The hiccups were in our early integration of using the software and did interrupt our workflow for a day or two
- It was during a slow period where customer traffic wasn't too high, but if it was during one of our more busier seasons, it could of been problematic
Why they chose it
"The price was better going with Freshdesk and the initial setup with Freshdesk was able to completed within 1 or 2 working days where the other product was going to take much longer"
Richard R.
Verified UserReal Estate · 11-50 employees
Freshdesk - A breath of Fresh Air
Good from the outset, initial support was good, but after that, it disappeared, but by then we were working on a basic ticketing system and fleshing out the details to give a more in-depth service catalog.
Ease of setup, basic functionality and overall features straight out of the box, made setting up very easy
Limited functionality, there is a more advanced product that is ITIL compliant and the limitations have taken some time to work out how to do in the lower-level product
Switched From
Group usage of Freshdesk and the costs/Features
Why they chose it
"Whilst it would have been our change as we use Zooh CRM, the group solution was in the end the best place for our desk"
Carissa L.
Verified UserFood Production · 11-50 employees
A great asset for our growing company
Overall, I’m really happy that we have Fresh Desk. We use it for both our phone and our email inquiries. It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets.
- I really like Fresh Desk because as a growing company we were finding it hard to manage the volume of customer request we were getting Fresh Desk makes things so much more organized and allows
- Our team members to work better together on who’s helped too and get things resolved quickly
The only thing I really don’t like about Fresh Desk are the fact that you can’t have part-time team members they have to be the same price as full-time team members and I do find the Support to be a little bit difficult to work with when we’ve needed help with issues
Why they chose it
"Better price and worked better for our needs we needed a phone"
Natale M.
Verified UserInformation Technology and Services · 2-10 employees
FreshDesk Review
It helped our organization for awhile to maintain history of communication and notes with clients throughout our team. Helped with job tracking and making sure tickets don't go unanswered.
- It made communication history with clients very easy to track and share with other team members if it needed to be transferred
- We used the notes frequently for additional information not visible to the client
The interface is a bit convoluted, some functionality is not easy to find, also we found it to be very hit or miss with custom rules
Switched From
Kayako was not working well enough for us and their pricing increased so we switched to another service.
Abid P.
Verified UserEducation Management · 501-1000 employees
Superb and easy to use IT helpdesk
Verified reviewer
- Simple to set up and get started
- Easy for users to log tickets and keep informed via the portal and email workflow
- I would prefer if they had a stronger back end from the agent perspective
- Make it easier to customise the support portal, but also contact the Freshdesk support team
Why they chose it
"Look and feel, cost, ease of use and ease of implementation"
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