Freshdesk

Freshdesk

Customer Verified
Top Rated
Score 8.6 out of 10
Top Rated
Freshdesk

Overview

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk...
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Recent Reviews

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How Freshdesk Differs From Its Competitors

Customer Satisfaction

We use bots that can resolve a number of questions without agents' involvement.
Canned responses in chat help to reduce response time.
Topics help to assign specific questions to skilled agents.
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Customer Satisfaction

i have used the ai chat and it's good for more common issues. What i like is that there is still an option to speak to a support agent to help with your problems. I haven't had a lot of problems with the system but for the few times i have the support is great
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Customer Satisfaction

We have 60 automation rules defined in our Freshdesk instance, allowing to specify multiple AND/OR conditions either at ticket creation, on Time triggers or Ticket Updates. This allows our client's tickets to be routed very fast to the appropriate group, thus limiting the manual dispatching. …
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Customer Satisfaction

Without a doubt. Our field is very niche and requires specialist knowledge of not only the field as a whole, but also many tools and techniques that took me decades to learn, making it not only impractical but impossible to replicate is customer service staff. However, with various Freshdesk …
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Customer Satisfaction

Our user can ask us question through Facebook and Twitter and these channels are integrated seemingly into the main channel being email. It works like a charm.
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Customer Satisfaction

Pros - I have been using the services of this company for many years and am very happy with their level of service. They always deliver what they promise on time and within budget, which is more than I can say for other companies I have used in the past. Cons - Current user interface on the …
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Customer Satisfaction

It has made it easier to quickly support customers and to keep exchanges easily accessible. Also makes it easier to have multiple staff engaging with the same customer. Productivity is also enhanced by integrations like Slack.
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Customer Satisfaction

They have definitely helped increase customer satisfaction. We use FreshDesk for website portal tickets and internal tickets and we convert our incoming calls to tickets manually. We do not currently use the FreshCaller product so unable to comment on that product. Their ticketing system is state …
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Customer Satisfaction

Freshdesk has helped increase customer satisfaction by a couple different ways. One, which we have just started to implement directly into our UI is the FreshChat option. Customers have quickly gravitated towards using this in app chat option and are very happy with how responsive our team is able …
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Customer Satisfaction

Providing solution definitely impact us when they get solution through a channel that is specifically for the tickets and working without issue. Freshdesk I found never got down their servers. So no issue is faced in connectivity. this helps to work fast and save the time.
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Customer Satisfaction

For customer satisfaction, there is an improvement in CSAT, around 80%. The reason this happened is that using the Knowledge base can be used as self-help for customers. Automatically escalating priority issues to a particular team using AI automation. Dependency reports and setting rules to …
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Customer Satisfaction

As per my use case, it help me a lot and the customer too because the customer was also having access to this platform so that they can raise incidence whenever they have issues with the implemented applications and this application is very easy to use even if you are not having any knowledge of …
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Customer Satisfaction

Help shorten the methods in solving problems, for example, his connection to our company's system is very easy, and the time savings for the customer have led to an increase in the evaluations of the company and an increase in feedback.
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Customer Satisfaction

Yes it definitely helped our business increase customer satisfaction and customer retention as we were able to resolve and track queries quickly. Annalise data and improve processes and policies.
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Customer Satisfaction

Freshdesk’s omnichannel customer support suite and AI-powered automation helped us massively. We are now promoting the omnichannel for our clients as it is already a one-stop shop. We can now assist with tickets, calls, and chats without having to pay more in licenses. Furthermore, it eases the …
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Customer Satisfaction

Freshdesk has helped our organization to rapidly evolve in terms of customer support and success and also helped to smoothen internal processes to a great extent. To sum up, the implementation has resulted in achieving an improved NPS and increased business across different LOBs. Technologies such …
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Customer Satisfaction

We found using Freshdesk great for keeping track not only of individual tickets, but also of the past tickets of each user. This has increased our ability to provide personalized assistance, taking into account the other issues reported by the same user, thus visibly increasing customer …
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Customer Satisfaction

The AI Automations are typically to match the incoming ticket to some support article in the KB. But the only way the AI knows is if you train it. The way to train it is to think up other words for the same article topic and save them for the AI to "know about." This is some heavy lifting. if this …
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Customer Satisfaction

We switched to Freshdesk mainly to get customer feedback, so we know how we are performing as a team. Since the switch, it just validated that we are really doing well in supporting our users since we now have the customer satisfaction data. It also allowed us to review specific processes and …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Ticket creation and submission (72)
    9.0
    90%
  • Email support (71)
    9.0
    90%
  • Ticket response (72)
    9.0
    90%
  • Organize and prioritize service tickets (70)
    8.9
    89%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Free

$0

Cloud
Up to 10 agents

Growth

$15

Cloud
per month per agent

Pro

$49

Cloud
per month per agent

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://freshworks.com/freshdesk/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

Welcome to Freshdesk | Best Customer Service Software
01:51
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.5Avg 8.2

Self Help Community

Features that allow customers to self-service for support issues.

8.3Avg 8.1

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.4Avg 8.1
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Product Details

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot, predictive support capabilities, and field service management.

Freskdesk boasts over 50,000+ customers including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, Chargebee, Grofers, and PhonePe as Freshdesk users, to help them provide faster customer service.

Freshdesk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Freshdesk Video

Freshdesk - Customer Service Software

Freshdesk Integrations

Freshdesk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide
Supported LanguagesArabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)

Frequently Asked Questions

Freshdesk starts at $0.

Zendesk Support Suite, Zoho Desk, and Kayako are common alternatives for Freshdesk.

Reviewers rate Ticket creation and submission and Ticket response and Email support highest, with a score of 9.

The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews

(1-25 of 142)
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Score 8 out of 10
Vetted Review
Verified User
We use Freshdesk as helpdesk tool to support our clients on various of topics. It is easy to configure and use, great UI.
  • Route tickets
  • Combine several channels of communication in one
  • Easy to integrate
  • Change agent shifts
  • Option to use more than 1 webhook in automations
  • Improve bots
- Great support desk
- A number of channels you can use (chat, phone, another apps integrations)
- Customizable customer portal
Score 10 out of 10
Vetted Review
Verified User
We have been using Freshdesk for over 3 years and it has been great. Very simple to implement and use. Allows users to log tickets by sending an e-mail or through the portal. I would recommend this product to any business who wants to use a ticketing system to organise work.
  • simple to implement
  • set status of tickets
  • runs fast
  • automations
  • get out of office status from outlook
  • set out of office for agents
  • change font options
It's good if you want to organise work using a ticketing system with queues. For an organisation or company using e-mail or walk ups in person, this will reduce the amount of time wasted and allows a logical way of working to be implemented. Useful for IT or any type of service based work.
Score 8 out of 10
Vetted Review
Verified User
Freshdesk is used by our support agents to track software bugs and feature requests across our 4 major product offerings. Our Clients also use the support portal to track their own tickets.
  • Ticket tracking
  • Email integration
  • Execute Scenarios
  • customized onboarding
  • Interaction at the ticket view level
  • simple one step ticket view export for all time
  • better app integration (Had trouble with zappier and Teams, attachment manager, Calendly)
  • SLA is useless to us because we also track tickets like feature requests that mess with our metrics and now there's no way to clear the bad metrics.
  • customized information (ex: Company name) in the ticket previews (Merge, linked)
  • Include ticket summary in the phone app - without it the app is useless for some of our agents
  • need a phone log check box/option in tickets that constitutes a client response thereby clearing the "First Response Due" demarcation. This issue render those demarcations useless to us because we spend a lot of time on phone calls with our clients - everything is not email driven.
Good for our small team and keeps us all on the same page. In my experience, clients have an issue with our software and they email us, we're immediately notified and begin executing scenarios depending on the issue. In my opinion, Freshdesk is not great for documenting phone calls where an issue needs to be documented or those emails when multiple issues are sent. Also, it can be troublesome when someone in a thread replies to an email and it creates a new ticket - so involving multiple people is sometimes a concern in Freshdesk.
Overall it is intuitive and works great
Score 10 out of 10
Vetted Review
Verified User
I have implemented the Freshdesk solution, quite early in its inception, for another company prior to implementing it in the current one. At the time, it was the only ticketing application that offered multilingual support and at a very competitive price, an important criterion because it was a small company and being a Canadian company, it needed to support both official languages, i.e. English and French. Prior to using Freshdesk, customers requests were done by developers, when they could make themselves available, with no ticketing mechanism and no data was kept about them. It is easy to understand the problems related to this very limited support, no follow up, no knowledge base, no information on previous calls, no SLAs, etc. Now, I work for an international company, dealing with multiple languages, multiple business hours, with agents in various geographic locations and supporting 3 product lines. Freshdesk can handle all of this brilliantly. Here is a very skimmed list of the Freshdesk capabilities and features: Single point of contact (SPOC) for Clients (aka requesters) Automatic ticketing from email or from Chat, Social medias and via Client Portals Multilingual Client Portals with Self-Service Easy to use single support environment Searchable knowledge base (aka Solutions) with articles versioning Basic Incident and Problem Management Tracking solution for all incoming incidents Scenarios automation Powerful yet easy to configure Automations on events "Ticket Creation", "Time Triggers" and "Ticket updates" Issues ownership Various ticket assignment methods (Round robin, Skills based,...) Problem resolution and escalation procedures Multiple agents groups Multiple Business Hours Multiple Service Level Agreements (SLAs) Multiple Products Multiple Agents and Clients Portals based on Product Reporting and very sophisticated Analytics Multiple applications' compatibility (DevOps, Dynamics, Teams and many others) If that was not enough, we regularly receive Newsletters or invitations to free seminars keeping us informed on coming up new features, new releases content, tips on how to improve Customer Experience (CX), what is trending in the support domain. And to top it all, Freshdesk support seems to ignore the expression "The shoemaker is the worst shod" because their support is top-class. Very responsive, professional and obviously, they train their agents very well. I believe Freshdesk offers the best value for the money, and I am very confident in recommending this application.
  • User-friendly UI (User Interface)
  • Feature rich application
  • Good on-line documentation, training (Freshworks Academy), Community Forums, regular Newsletters...
  • Very good support
  • I wish that their development was more present in the community forums. There are questions and feature requests that are left unanswered. I know that all requested features cannot be fulfilled, but I would rather have a "sorry can't do" answer (ideally with a short explanation as to why not) than not knowing if it will ever be developed.
Freshdesk is designed with external client support in mind. It is well suited for all type of technical support for all types of products. Our company has been using it with success for 8 years now. It is less appropriate for internal customers like IT because it does not offer some features like assets inventory. However, the same company (Freshworks) that created Freshdesk also offer another support application called Freshservice which has features adapted for internal support like IT. A year ago, we switched to Freshservice for our IT operations.
Alessandro Lo Piccolo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We migrated from Outlook 365 to Freshdesk as the volume of emails and subfolders was getting very difficult to manage, we deal with an average of 1400 cases/request weekly, the storage and filing of this ship specific request via freshdesk was very easy and simple.
  • able to customise the platform to your own needs
  • customer support is excellent
  • you can build your own app or use existing once's in the store app.
  • mobile supports
  • reduction of duplicates email ( storage overall)
  • speed of response as you can create a list of scenarios
  • creation of a knowledge base for your own stuff or public.
  • automation, certain emails are automatically replied and closed based on a particulars unique key words.
Freshdesk has worked very well for our organization, we are enow able to distrubute cases evenly among the stuff members and assign to certain group with particular expertise. the search is simple and quick.
Chris Dangerfield | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Freshdesk mainly to deal with Customer Support - but with some suppliers it also makes sense as many users can access the information regarding Purchase Orders etc. Having several sales platforms globally and being one of the largest companies in our sector, we have three staff who use Freshdesk every day to maintain communications and relationships with both customers and suppliers alike. Before we had Freshdesk it was chaos trying to manage such information using email or Slack - we wanted a service that could consolidate these important communications and give us instant access to them in a organized and time sensitive manner.
  • Provide communications history with each customer.
  • Keep track of how long people have been waiting for assistance and any 'overdue' tickets.
  • Allow us to move customers to dedicated staff more able to deal with their enquiry.
  • Audio messaging would be handy, especially between staff.
  • A real-time message box between active staff would be helpful
Before we implemented Freshdesk we were struggling to manage the level of customer service our growing business required. This was a problem since in the modern eCommerce age, customers expect prompt and knowledgeable engagement. Freshdesk didn't just provide a solution to these issues, but also allowed us to grow faster without the basics that I built my business on - good customer service - being compromised.
Having been in eCommerce for nearly two decades now I'm strangely not tech savvy. Thankfully Freshdesk doesn't require me to be - they are the digital products I like.
Score 7 out of 10
Vetted Review
Verified User
Used as a ticketing system and knowledge base. It allows us to handle issue tracking and create articles used for external support and in our apps.
  • Easy to create tickets quickly.
  • Easy to create articles quickly.
  • Has API integration with pretty much anything.
  • Lots of analytic options.
  • The article editor HTML coding is bad. It adds SPAN tags and other odd formatting randomly.
  • It creates too many separate tickets for one ongoing issue.
  • The support concerning custom coding is limited and the answers given by techs are frustrating.
  • Their own knowledge base is a train wreck when it comes to finding current info.
  • Article category/folders are limited.
Works for large teams, not small ones. Not good for knowledge base use in general.
Score 9 out of 10
Vetted Review
Verified User
We do all our customer support through Freshdesk. Tickets come in through email, Facebook, and twitter.
  • organize all support requests
  • autmation in handling certain tickets
  • canned repsonses and default texts
  • They could improve the algorithm that picks out the name of the person asking the question from his/her email address and/or email footer. We all know that 'info' is no ones name and starting a reply with 'Hi Info' is a bit dumb. Freshdesk still does this but I am sure they will improve upon this.
  • You can't configure what the the notifications counter in the mobile app means. It would be nice if you could set that to the number op open requests instead of number of things that 'happened' in the stream after you reset it to zero the last time.
  • But I am nitpicking here. Overall they do a great job.
It is well suited in the context of an independent small saas company, which is our case. It's flexible, versatile, and easy to use. Things are not overcomplicated and easy to set up and use. It's simple but there is a lot of useful functionality in there. I have no experience with in any other context so I can't comment on in which scenarios it isn't well suited.
Score 10 out of 10
Vetted Review
Verified User
I have been using the services of this company for many years and am very happy with their level of service. They always deliver what they promise on time and within budget, which is more than I can say for other companies I have used in the past. Freshdesk is the main ticketing portal, and we created API and Automation to use with other products; this is a good platform for our company.
  • Ticket Portal
  • API Automation
  • Survey
  • Easy to create agents profile, group and assign of tickets
  • Great help for my bussiness
  • resolve customer and client issues
  • Good portal to manage and give solution to issues easily
Current user interface on the software can be improved.I've been using Freshdesk, they're a great ticketing platform system and have some of the lowest pricing out there. It was actually easy to set up & use. They also seem to be a company that cares about its customers' experience, which is really proactive for any company.
Score 9 out of 10
Vetted Review
Verified User
We use it to find specialist resources required to complete projects for our clients or for an internal development project. Software development and market research primarily. We have also, on occasion, used it for finding marketing people or customer support staff.
  • Many types of talent.
  • Easy to find the right people.
  • Global reach.
  • Reviews cannot always be trusted.
  • Time management reporting is really not easy to use.
  • Only works with USD.
To find specialist resources in literally any field. Either for a short-term project or for longer engagements. In our experience, we have had the best experience with individuals and less with bigger teams. Individuals tend to be more responsible and better at communication. Communication is, however, always a challenge, especially for software developers. Normally good when they start, but sometimes they down-prioritize after a few weeks, and we can struggle to get hold of people.
Score 10 out of 10
Vetted Review
Verified User
Freshdesk gives us a very good solution for handling tickets for our IT Department, our EMR Application, and our HR application too.
  • Accountability for the IT Department.
  • Users can easily see updates to their tickets.
  • IT Staff can easily search for other tickets with similar issues.
  • More customization options.
  • Better syncing with our AD.
I have nothing but high praise for Freshdesk Helpdesk. It is very dependable, bug-free, and very easy to navigate. Freshdesk Helpdesk lets me keep track of what is going on in the IT Department in one convenient place. I would very highly recommend it for almost any size organization.
Score 9 out of 10
Vetted Review
Verified User
I used Freshdesk for the knowledge base, chat, and tickets in the learning management system. Our users can access it directly at the knowledge base or within the learning management system inside a widget. It gives our customers another method of support outside of office hours. I support my customers via Zoom, email, phone, knowledge base, ticket, and chat.
  • Knowledge base.
  • Ticket
  • Chat
  • Default SMTP is not the best.
  • When using Google SSO, it was a bit hard to sign on.
It works well when you need a free version of the knowledge base, tickets, and help desk.
D. Todd Williams | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I am the Performance and Reporting Manager and I track and report many metrics to track our performance and quality of customer support delivery. We use FreshDesk as our CRM Ticketing system for Calls, Tickets, and Chats. This product works very well for us. It's very stable and the user interface is easy to teach and understand. I mainly use the Analytics (Reporting) portion of the system. It works very well and sharing reports is easy and can be automated. Even better than the product is the Customer Support. It is world-class and no matter what size your company is, FreshWorks will make you feel important and a high priority. I would recommend them to any company.
  • Sharing Reports
  • Setting agents up and assigning groups
  • Customer Support
  • I think they could do a better job of communicating changes and updates to the platform.
The FreshWorks company has several products. Our company uses FreshService for internal ticketing and service requests and FreshWorks for the customer Ticketing system. They both work very well.
There support is WORLD CLASS. Probably the best I have seen in my 30 year customer support career!
Some of the reports have some tab constraints that limit the number of pages you can create, otherwise it would be a 10!
January 11, 2023

Freshdesk Review

Score 10 out of 10
Vetted Review
Verified User
Customer support for clients. Support tickets and knowledge base articles.
  • Companies, and contacts within, great structure.
  • Good automation possibilities for notifications and escalations.
  • Nice touch with the knowledge base articles.
  • Creating custom fields is a bit hard to understand. That should be more clear and have the ability to edit existing fields, as one may need per organization.
  • It would be great to have a notification sent to the admin if a new user is joining the portal. This way, I have to manually check to see if there are new users. I would very much appreciate that feature!
Great for support tickets, customization, and automation policies.
Always fast to answer, concrete and helpful.
Extreme improvement to our predecessor tool.
Kamna Karamchandani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Freshdesk as both a customer support desk and a sales CRM for a team of 20. We used to use Zendesk and Zoho Desk from 2015 to 2017 and moved to Freshdesk in 2017. The product is great. We are an ecommerce store in India that sells high-end headphones to a passionate growing audiophile community. Freshdesk has strong automation features and a simple and comfortable UI for our use case.
  • Automation workflows
  • Help center with portal articles and new ticket submission form
  • Views and groups to manage productivity better
  • Webhook and Zapier integration
  • Automations on new ticket creation does not support webhooks
  • Instagram DMs integration not available
  • Shopify integration does not sync customer metafield data
Freshdesk is well suited for our business use case. Rather than finding missing features and having to make do with the product, we have been faced with the opportunity to improve our customer service experience by discovering and using their features. In particular, the automation workflows and scenario automations have helped our business a lot by saving time and improving productivity.
Score 9 out of 10
Vetted Review
Verified User
We use Freshdesk to manage support tickets from our customers. We also use Freshdesk to provide answers to frequently asked questions and to access longer how-to articles on various topics about using BoardSpace. Freshdesk is embedded in our application, enabling users to request support as they encounter any issues with our software. Automatic responses from Freshdesk reassure our customers that their request has been received. Ticket request notifications are integrated with Slack to ensure that my team receives them even when away from their desks or on weekends.
  • Super easy to organize solutions to customer queries
  • Organizes incoming support questions
  • Auto-responses to incoming queries
  • Automates answers to certain questions
  • Organizes assignment of tickets to agents
  • Freshdesk provides updates on new features to users but fails to make it clear as to what tier gives users access. I know that upselling is a technique but it makes it frustrating to learn about something new but not be able to use it.
  • My customers get confused between my application and Freshdesk. I would like to be able to add some custom text at the top of my support page to explain to users the difference.
The free tier is awesome and very useful for startup companies in the tech space.
  • No Training
Had a very difficult situation with Freshdesk when thousands of spam tickets were created. This same situation affected hundreds of their customers. It was obviously difficult for them to address all the problems at once, but they did and did so in a timely manner.
Overall usability is great. It's easy to keep track of what we're doing. It is great to have emails chained in chronological order so that confusion is minimized.

My favourite part is the Solutions section where content can be provided to answer questions.
Luke Kadillak | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We are a tracking and reporting software that helps online marketers understand traffic trends and the associated costs. We use freshdesk as our support ticketing system for our customers. Support issues include items such as software bugs, general questions, requests to enable new features, and more. We also use Freshdesk to host our knowledge base of help articles.
  • Ticket Categorization/Tagging
  • Scenario/Response Automation
  • Jira Integration
  • Key word search-ability to find specific topics in tickets is hit or miss
  • Creating new contacts is a bit tedious
  • linking tickets together is not very intuitive
Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
Score 8 out of 10
Vetted Review
Verified User
This platform is good for managing the client database regarding their queries and solution.<br>I can give a good reply with Freshdesk in-built formatting options. This also has the option to annotate the uploaded images. Also It saves the typed message in case we reload the page somehow. Overall I found a good platform for customer service.
  • Smart reply
  • Text formatting
  • Updating contacts details
  • image annotation change size of image
  • ticket handling more options
  • text formatting :highlight underline etc
For the customer helpdesk, support-related query resolutions and working as a second mailbox. Overall good experience with this. Reports section is also quite good, custom reports can be generated.
Score 7 out of 10
Vetted Review
Verified User
We use Freshdesk for Customer Support. Our complete customer support is based on Freshdesk. Our Apollo 247 app and website " Help Section" is integrated with Freshdesk. The complete process for handling a query happens over Freshdesk with the support of internal tools which are integrated into Freshdesk.
  • Integration with Social Media tools like FB and Twitter helps in resolving them quickly.
  • Assigning tickets to multiple teams and tracking the complete journey of the ticket to know where the issue is blocked.
  • Setting up quick automations over the UI, no need for technical stuffs.
  • Adding customized widgets that can be accessed by agents for solving the tickets quickly.
  • Over the API exposure, there is no API to pull bulk data which seems a bit odd.
  • POST API response time, it takes around 4-5 secs to create a ticket, which is ridiculous. And there is also a lag in API responses.
  • Improving the collaborator roles, just updating the status and automation not working for them doesn't make sense.
  • Customization for custom widgets, currently, one has to restrict it to the left panel, with no provision to increase the width.
Pros Good UI, easy to use and execute things, no need to know to code Most of the integrations available Good Customer Support, try to help with what best product can have Have also had a mobile app, so easy to track things For reporting and analytics it has most of the things, (8/10) Cons Over APIs, lack over pulling big data, having customized filters (can't pull all unresolved tickets in a go) Not give many options for customization, one needs to restrict User-specific things are hard to get on the portal after requests also Collaborator role, not of much use.
Score 7 out of 10
Vetted Review
Verified User
I have used the Freshdesk in my organisation as a support incident management system where we were handling incidents comes from various clients based upon different implemented products. The client used to raise incidents based upon different errors which day get or encounter in the implemented products which is like ERP softwares and based upon the issue our job was to solve and all those activities which were involve raising the tickets and acting upon on the tickets was on the Freshdesk itself.
  • Email notification
  • Incident management
  • Dashboard and reports
  • External app can be integrated
  • SLA management
  • Automation and customization
  • Workflow setups
  • Event and notifications
  • Collaboration
  • Email massaging like interface
  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
One word I would say for incident management this is the best platform which can be utilised it will give you great features where you can use this platform to raise tickets and get updates to collaborate internally with the teammates to get updates on tickets to manage your SLA and create custom status close and get to see who is your seeing the ticket in the live mode.
Score 8 out of 10
Vetted Review
Verified User
Freshdesk is used to answer customers and fix issues like sending us a text message about the issues they are having, but our problem is the recent update of Freshdesk, and its new setup is an example: canned response doesn't send, and I must make a refresh for the page to send it happens form many times in few mins.
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
  • Sometimes messages are not sent in the last update, and the solution is to reload the page to be sent.
  • Not knowing who is available to work and who is not available at the time.
  • The message was delayed, but I don't know if it is because of an internet problem we have or from Freshdesk.
Ease of learning and use by the employee and the method of presentation, but in the last update, we found that messages were not sent, and the solution was to reload the page to be sent, and this happens many times a day.
Score 10 out of 10
Vetted Review
Verified User
Freshdesk is a ticketing tool that helps connect and heal and manage customer queries and complaints effectively. This helped the organization to improve customer experience by doing data analysis and quickly improving processes and policies. It has a great analytical platform where you can have various reports available to analyze data quickly and present it in a meaningful way.
  • Analysis basis Type, Sub-type and Sub-Sub-Type level.
  • Ease of tailor made reports download quickly.
  • Analytical and dashboard platform.
  • Track SLA and help control customer experience.
  • Feeshdesk should provide SLA set-up at Type, Sub-Type and Sub-Sub-Type level.
  • It must provide reports for merged tickets separately.
Freshdesk is a ticketing tool that helps organizations to manage their customer queries and complaints in an effective manner. It has various analytical reports and dashboards available, which help you to analyze data effectively and help improve processes and policies to create a better customer experience. The only area where I felt Freshdesk could do better is to provide the option to map SLA at type, sub-type, and sub-sub-type levels, which can help the organization manage and measure data effectively.
Score 9 out of 10
Vetted Review
Reseller
As an outsourcing company, Freshdesk is vital in our performance management. This serves as the data in or time-tracking system we use to serve our clients. We also use it in catering services for outsourced members. We implement this system in our client's businesses so that they get reports helpful in assessing their offshore team.
  • Time-tracking.
  • Omnichannel.
  • App integration.
  • Channel partnership.
  • No dedicated technical support.
  • Omnichannel products incomplete data in Analytics module.
  • Dedicated technical support for app integration.
Aside from the improvements I've mentioned for Freshdesk to consider, I highly recommend this product for productivity tracking. For seven years now, it has helped the client and the company grow the business from 1 staff to 400 billable staff, all thanks to the time tracking ability of Freshdesk. I highly recommend it to client's businesses as well, not just the outsourced team, and it has been working pretty well for our clients.
Aishwary Rajesh Mishra | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We utilize the user-friendly functionalities of Freshdesk for managing our Operations and Customer Support. The CRM offers multiple features that enable our agents to keep track of queries, add notes & tags, share across teams and resolve them in a timely manner. It also offers embedded forms, and responses to be sent to the requester along with the CSAT surveys, essentially helping us understand the general problems that our customers face while conversing/purchasing or engaging with us. Facilities such as scenario automation, merging of tickets, and custom statuses help us quickly take relevant actions in real-time to get the cases resolved within defined TAT.
  • Ticket Automations & Updates
  • CSAT
  • Link with Social Channels
  • Outbound Emails
  • Reports and Analytics
  • Performance Tracking
  • Portal Customization
  • Ticket Conversion of queries that land into SPAM folder of Mailbox
  • Dashboard Customization
  • Restricting Agents to edit credentials and signatures
In terms of handling customer queries/issues/service and after-service requests, Freshdesk allows a variety of operational activities to be carried out on the tickets, and the user experience is very well designed so as to let the agents and supervisors work on the instance with ownership and high efficiency. The features offered are industry standard and are meant for Product Led Growth. It is well suited for rapid onboarding and scaling so you never have to worry when entering a fast-pacing environment. Freshdesk does not currently offer integration with the centralized phone numbers/call center applications in India so if the work you do in your organization is solely based on phone calls you better should look for other alternatives.
Jeffrey Katz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I am a newer user to Freshdesk, but this allows the active tracking and follow up of our clients needs and noting for fellow team members. This is far superior to the previous system I used at my last job.
  • Ability to create templates
  • Tagging and alerting other team members
  • Categorization and customization of issues for trending and tracking
  • The inability to remove unused picklists
Being new to Freshdesk, I was able to get up and running quickly. This was important as there was already so much new information coming at me in a new position, one less worry was appreciated. It is intuitive as a user and I can see how the ability to customize the layout from a design standpoint allows the product to grow with us as our needs change.
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