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Freshdesk

Score8.5 out of 10

647 Reviews and Ratings

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What is Freshdesk?

Freshdesk (a product of Freshworks Inc.) is a customer service solution with enterprise capability. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights.

Freshdesk also comes with advanced workflows, automations, and self-service so users can set up and scale customer service on any channel–whether for a support team of 10 or 500.

Categories & Use Cases

Videos

Freshdesk Key Features

Learn about the best (and worst!) features Freshdesk has to offer, as determined by TrustRadius' reviewers.
Based on 647 ratings of Freshdesk's features
View all Freshdesk features

Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.7

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.2

Areas for Improvement

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8.2

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.6

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 7.8

Who Buys & Uses Freshdesk

Freshdesk Reviews

What users are saying about Freshdesk.
View all Freshdesk reviews

Pros

  • Centralized ticket management and organization
  • Extensive automation features for workflows
  • Customization options for personalized engagement

Cons

  • Complex or dated user interface
  • Clumsy and feature-limited mobile application
  • Limited depth of third-party integrations (e.g., JIRA)

Freshdesk Review

Incentivized
Keerthi Prasad
IT Manager in Information Technology at HIPPOCAMPUS LEARNING CENTRES PRIVATE LIMITED (51-200 employees employees)

Use Cases and Deployment Scope

We are using Freshdesk in our organisation to support our field team to fix their issues on time every time. We are using this Freshdesk as a support ticketing and we have all dipatment as a agents so that when user raise a ticket for respective department, that respective department agent is closing the ticket based on the SLA period assigned to him. its this Freshdesk help use to address all the issue raised by end user in a smooth manner with tracking all of them.

Pros

  • Field customisation, which Freshdesk is good for me. It's very useful
  • I like priority system which Freshdesk has now High,low,Medium
  • Sending ticket status notification to the end user through mail is very nice with Ticket numbers
  • It's very easy for users to raise a ticket they just need to drop a mail to the respective mail ID so that they will get ticket raised acknowledgement

Cons

  • i would like to see much better dashbord at presently dashboard is very difficult to understand
  • We wont able to download Freshdesk report directly in portal itself directly, its will send downlaod link for respective mail id which is taking longer time for us to downlaod
  • Freshdesk should have much more graphic oriented analytical report
  • Freshdesk UI interface has to improve

Return on Investment

  • Its help user support team effort in tracking tickets
  • Going live with Freshdesk is very easy in terms of implementing this to Organisation
  • compare to other service providers like salesforce and others Freshdesk is cheaper
  • Its save Agent time in indetifying issue easly
  • Since it has automation in ticket assignment companies can reduce manpower

Other Software Used

Tally, Zoho Expense, greytHR

User Friendly Help Desk Software That Delivers Results

Incentivized
Rida Mazhar
Account Manager in Finance and Accounting at Insight Global (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Freshdesk to manage our customer support ticket, track inquiries and streamline communication. Freshdesk helps us to reduce response times, and improved customer satisfaction.

Pros

  • Freshdesk is helpful because it's best at organizing customer inquiries into tickets.
  • Freshdesk effectively consolidates the conversations of customer from email, chat, and social media into a single platform which makes the work easy.

Cons

  • I think Freshdesk can need improvement in terms of dashboards because it can be complex for non technical users.

Return on Investment

  • Freshdesk has improved the ROI of our company by reducing the time agents were spending and getting a high salary. Now a single persons can easily handle inquiries and some inquires are handled by Freshdesk automation.

Other Software Used

Actiondesk, Calendly, Zoho Campaigns

Freshdesk is game-changer for our business

Incentivized
Vaibhav GawandeView profile
Business Development Manager in Marketing at Bestosys Solutions Pvt Ltd (1-10 employees employees)

Use Cases and Deployment Scope

We used Freshdesk to run whatsapp campaign with official WhatsApp business API.

Earlier our WhatsApp number was getting restricted because we were using a third party integration. But with WABA (WhatsApp Business Account) that problem is addressed. We were able to engage our customers in a much better way. We even got Display Name and verified badge.

Pros

  • WhatsApp automation
  • Email campaign
  • Support ticket management

Cons

  • WABA setup takes lot of time.
  • It's tricky to delink WABA number previous vendor
  • Support system can be better. It takes days to solve a simple issue.

Return on Investment

  • Definately a positive ROI
  • Saved many human hours
  • Value add in business

Alternatives Considered

Telecrm and Bigin by Zoho CRM

Other Software Used

WhatsApp Business, Stripe Billing, Intuit Mailchimp

Freshdesk for Order Processing

Incentivized
Verified User
Vice-President in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

We use Freshdesk for all customer communication with Customer Service including order processing which is our main function. It helps ensure no orders are missed while allowing management oversight without being intrusive to the process. We use the Threads feature for internal communication with the accounting and shipping teams.

Pros

  • Organizes communication
  • Ensures SLA goals are met by providing reminders
  • Detailed reports

Cons

  • The mobile app is not as polished as the desktop version
  • You have to reply to every message, there isn't an easy way to leave the ticket open but not reply
  • Emails it considers SPAM need to be manually checked to ensure they are SPAM

Return on Investment

  • Faster order processing
  • Less order errors, ie missed orders
  • Less management headaches

Freshdesk as a omnichannel request management tool.

Incentivized
Verified User
Administrator in Information Technology (501-1000 employees employees)

Use Cases and Deployment Scope

Freshdesk at our company is primarily used as a ticketing tool to track productivity and manage requests. Freshdesk addresses the management of employee productivity and timeliness, and the identification of the task being handled through proper tagging. There are multiple ways we utilize Freshdesk. We use it for recurring service requests and day-to-day task requests, investigations into system issues or concerns, and emails with inquiries. All of these are converted into tickets that can be easily managed, given the number of requests employees receive, whether internally or externally.

Pros

  • Having it as a centralized ticketing tool to manage all request.
  • Workflow automation that standardizes task assignment and tagging.
  • Real time support from agents are helpful especially for system concern or queries.

Cons

  • One of our major concerns is the capacity for scenario automation, which is currently limited to 700 instances. We can add as many as we want, but only 700 are visible when using it to tag tickets.
  • Limited API for Freshdesk. Freshdesk makes fewer API calls than Freshservice. There are also APIs that are available, such as for adding scenario automations.

Return on Investment

  • By consolidating all potential request channels, such as emails, chats, internal requests, etc., it greatly improves the management of requests.
  • Faster resolution time because of the built-in capability of having SLAs for the task request, which gives priority to those nearing the SLA for the request, and so on.
  • Customer service has never been easier with an internal AI bot that provides answers to common queries and real-time agents for intermediate queries and concerns, delivering clear, concise answers.

Alternatives Considered

Odoo

Other Software Used

Freshservice, Freshsales

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