Freshdesk Reviews and Ratings

Rating: 8.5 out of 10

Score

8.5 out of 10

Community insights

TrustRadius Insights for Freshdesk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Ticket Submission Portal: Users appreciate the user-friendly and efficient ticket submission portal in Freshdesk. Some have lauded it as the best they've used, highlighting its clarity and usefulness.

Email Monitoring: Monitoring emails is seamless with Freshdesk, noted by users for its easy-to-use functionality that enhances their overall experience.

Automation Potential: Many users value the automation features like threads, tags, and cached responses in Freshdesk. This capability streamlines processes and saves time for users.

Centralized Communication Records: Users commend Freshdesk for providing a centralized hub for communication records between customers and employees. It serves as a valuable resource for maintaining clear communication channels.

Clean User Interface: The clean and intuitive user interface of Freshdesk is highly praised by users. Its simplicity enhances navigation and usability, contributing to a positive user experience.

Intuitive Ticket Properties Addition: Adding properties to tickets in Freshdesk is straightforward and user-friendly according to users. This intuitive process simplifies ticket management tasks efficiently.

Reviews

264 Reviews

My experience with Freshdesk

Rating: 7 out of 10

January 5, 2022

Use Cases and Deployment Scope

Freshdesk is one of the best support tools that I have used. It helps me and my organization to communicate with our clients regarding the issues they are facing by converting the emails into tickets. Based on the different tags, created date range, priority, etc., we can easily filter the tickets as required. It also contains knowledge base navigation where one can share the files as a solution. The interface is so simple and easy to use. It also allows us to create our canned responses. Not only that, I can easily view all of the contacts and their contact detail. It also has [the] feature of integration with Facebook and other social media apps.

Pros

Email to ticket conversion
Support social media integration
Allow canned response
Ticket routing, scenario automations
Knowledge base

Cons

Report customization is time-consuming.
Limited reporting features
Could improve in the automation since today's world demands it

Likelihood to Recommend

We can easily track and manage tickets, as well as see what happened to earlier tickets. Freshdesk is also less expensive than most software with comparable functionality, and their customer service is really prompt and helpful. You can make various adjustments on your own, such as establishing rules for tickets and a very intuitive interface and functionality for managing workflows.

Verified User

Engineer in Engineering (51-200 employees)

Vetted Review

2 years of experience

You will love the experience. Just try Freshdesk

Rating: 10 out of 10

July 23, 2021

Use Cases and Deployment Scope

All-in-one customer service platform used to empower customer service teams so that they can deliver unified customer service experience and elevate customer service across all support channels. There is intuitive collaboration across the organization to solve customer issues faster and automates agent workflows.

Pros

Routine questions are reeolved with bots and AI
The agent's workflows are automated to save time when attending to customers
Customer engagement is personalized
Customer support is made easy

Cons

Ticket management is not optimized for the mobile app
Steep learning curve for new users

Likelihood to Recommend

It makes it possible to meet your customers wherever they are, engage and offer assistance with modern messaging.

Mick Lynam

Director Project & Service Delivery in Customer Service at PM Group (1001-5000 employees)

Vetted Review

3 years of experience

Simplified ticket management and intelligent automation of tasks

Rating: 10 out of 10

June 23, 2021

Use Cases and Deployment Scope

Customer service solution that is used to manage omnichannel customer engagement, ensure quick query resolution and monitor customer communication conviniently.

Pros

Improves agent performance by offering different help desk metrics
Keeps customer information and other confidential data secure
Ticketing and auto-assigning emails and calls to agents

Cons

Customizing reports is tedious
It takes time to format emails

Likelihood to Recommend

It is appropriate in collaborative ticketing and converting customers issues into resolvable tickets so that we are able to deliver quality customer service using different channels

Rachel Fishenden

Sales and Customer Relations Specialist in Customer Service at Mount Carmel Health System (10,001+ employees)

Vetted Review

1 year of experience

Freshdesk brings interesting call center options

Rating: 10 out of 10

Incentivized

May 3, 2021

Use Cases and Deployment Scope

This customer support engine configuration tool has a design adaptable to technical support services, with management and reporting tools that are very easy to configure. What we like most about Freshdesk is that there are many options to choose from within the channels that the platform allows us to add to our management, and in our case, our favorite of these channels is the customer chat system.

Pros

Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.

Cons

Because we can't use any kind of video call execution oriented tools, we are limited to using traditional online communication methods to interact with buyers. This can be a major problem if the customer is not explanatory enough to be able to address their need without a call for visual assistance.
Freshdesk is maintained with a role-based work system that offers different levels of accessibility to certain employees, but this does not show enough stability, because those employees constantly have difficulties accessing information or authenticating themselves on the platform.
Regarding the configuration of methods for self-service, it is difficult to configure our Freshdesk website to send the activity data of customers, and to know more fully what has been the development of their management, and therefore, the basis of their problems

Likelihood to Recommend

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.

Maria Wiley

Master of Busines Administration in Information Technology at SSDIGITALCO (201-500 employees)

Vetted Review

2 years of experience

Straightforward Support Desk Software

Rating: 8 out of 10

Incentivized

April 30, 2021

Use Cases and Deployment Scope

We needed a help desk solution for a small team at a website hosting and support startup. We needed a solution to help ensure that support requests didn't slip through the cracks and go un answered, and Freshdesk helped us gather and process support requests from our customers and respond to them in a timely manner.

Pros

Receive support requests from multiple channels
Organize and assign requests to team members
Follow up on requests and ensure they are completed

Cons

Freshdesk met all of our needs.

Likelihood to Recommend

I expected it to be overkill for a small team, but it was perfect, and I suspect that it would scale to larger teams as well. Freshdesk is ideal for teams on the go, too. I used their mobile app to respond to support requests while I was traveling, and could respond quickly when requests came in via push notifications.

Verified User

Executive in Marketing (1-10 employees)

Vetted Review

3 years of experience

Best-in-class help desk features with multi-channel support.

Rating: 10 out of 10

Incentivized

April 27, 2021

Use Cases and Deployment Scope

Freshdesk features powerful suite of tools that sustainably grow the customer base and continuously drive growth of the entire business. The sales agents work on tickets that are appropriate to their expertise by using the Freshdesk ticketing module to drive customer happiness. It has a ticketing helpdesk that includes several channels of engaging customers such as chat, email, forums, phone and social media.

Pros

A built-in phone system that clients use to reach our agents
Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
The support portal is a one-stop destination where customers find answers and reach out for help.
The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.

Cons

The whole process of formatting emails is tedious
Creating new customized reports requires users to have extensive knowledge and relevant training
I feel like the available font options in the email template does not provide enough choices.

Likelihood to Recommend

All communication channels that are support-related are consolidated to ensure that customer issues are converted into resolvable tickets and for faster query resolution. It enhances creation of service tasks to keep track of tasks, appointments and team workloads. Freshdesk is effective in automating customer and agent notifications for any updates that have occurred in their tickets.

Elizabeth Cassidy

Senior Analyst, Customer Analytics in Marketing at Alliance Data Card Services (5001-10,000 employees)

Vetted Review

3 years of experience

View profile

Simple, easy to use CRM for emerging businesses

Rating: 6 out of 10

Incentivized

April 25, 2021

Use Cases and Deployment Scope

Freshdesk was previously used within our company as our CRM, external email software, and to create tickets between teams. Although primarily used by our client-facing functions, most teams within the business have some day to day use of Freshdesk. We have since moved on to to use Salesforce for these functions.

Pros

Very user friendly.
Easy logical flow.
We experienced very little technical issues.

Cons

There is a lot of missing functionality compared to Salesforce.
There are very limited reporting functions.
Mobile access on the go could be improved.

Likelihood to Recommend

If you are a small company looking to start out with a basic CRM then I think Freshdesk is a really great user-friendly option. However, if you require more functions such as productivity reporting of agents and the ability to integrate other software within your CRM then I believe there are better options out there.

Verified User

Account Manager in Customer Service (51-200 employees)

Vetted Review

1 year of experience

Freshdesk is the Best Support Desk We've Used

Rating: 10 out of 10

Incentivized

April 23, 2021

Use Cases and Deployment Scope

We used Freshdesk for over 10 years and it became the hinge at the center of our process for supporting clients and tracking our [team's] response. Freshdesk makes managing incoming requests simple. Routing, merging, tracking, and reporting on tickets [are] set up to make your job easy and not make you a slave to data. Our creative team with hundreds of clients used the system all day every day.

Pros

Automation of client communication formatted just how you want it
Merging and routing of tickets
Easy to use interface for clients and agents alike

Cons

Reporting is a bit awkward sometimes, but you can level up for better reporting
The client onboarding to get them user accounts isn't always clearly defined
There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing

Likelihood to Recommend

We used Freshdesk for clients with [websites], app, or other creative requests and issues. It worked perfectly for us in this setting. It may not have enough features for an IT service desk, but the company offers a different product specifically for that. I think this could fit any eCommerce or creative team managing requests.

John Reitz

Creative Director in Marketing at Links Technology Solutions (51-200 employees)

Vetted Review

2 years of experience

View profile

Freshdesk is easy for end user and support staff

Rating: 10 out of 10

Incentivized

April 23, 2021

Use Cases and Deployment Scope

We use Freshdesk to support all departments with issues that arrise. Users report issues and support staff are able to review the issues and triage based off of need and importance what to focus on. The system is used to request approvals for equipment and/or repairs. The system also holds all of our FAQs for users to easily access information without having to interrupt someone else.

Pros

Solution Center provides ease of access to simple support questions.
Delegation of tasks is easily managed.
Ability to receive feedback based off the service provided allows to find areas of improvement.
Project management is easy with ability to communicate with multiple persons.

Cons

Better response options for feedback would be helpful.

Likelihood to Recommend

Freshdesk is much more user friendly than other platforms I have worked with for the end user and the support staff. The Solution Center really amps up the end users ability to answer their own questions and empowers staff to look for the answer rather than "wing it". The ability to create custom reports to evaluate the data is great.

Brandi Larkin

Administrative Systems Specialist at Sound Community Services (201-500 employees)

Vetted Review

2 years of experience

Freshdesk: finance automation and much more

Rating: 9 out of 10

Incentivized

April 22, 2021

Use Cases and Deployment Scope

It is excellent that the base price proposed by the Freshdesk platform is only $19 per month. This is more than enough to give us complete control of all the finances of our organization entirely from its web extension, without the need for installations, which at the same time facilitates the transfer of information from our accounting books to the cloud.

Pros

When it comes to executing branding strategies, Freshdesk has everything we need to grow our brand, allowing us to focus on different business points.
Direct and personalized assistance with clients enhances the ability to advertise by implementing far-reaching campaigns.
It can be used both in the area of sales and sales accounting.

Cons

It is very counterproductive that Freshdesk has functions to track our assets, but at the same time the platform cannot be configured to make periodic checks of this.
As for the management of QR codes, Freshdesk does not have any reading tool, which would undoubtedly benefit the access to our data on the web.
The authentication of people within Freshdesk is difficult to configure.

Likelihood to Recommend

We recommend it to work with inventories that require IT functionalities, either to manage the life cycle of our assets in whole or in part. It also has functions to handle reports of different types, which can be configured quickly in case of emergencies or any kind of incident during the accounting work.

Jason Kerley

Social Media Manager in Social Media at SSDIGITALCO (201-500 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

Freshdesk brings interesting call center options

Rating: 10 out of 10

Incentivized

May 3, 2021

Use Cases and Deployment Scope

Pros

Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.

Cons

Because we can't use any kind of video call execution oriented tools, we are limited to using traditional online communication methods to interact with buyers. This can be a major problem if the customer is not explanatory enough to be able to address their need without a call for visual assistance.
Freshdesk is maintained with a role-based work system that offers different levels of accessibility to certain employees, but this does not show enough stability, because those employees constantly have difficulties accessing information or authenticating themselves on the platform.
Regarding the configuration of methods for self-service, it is difficult to configure our Freshdesk website to send the activity data of customers, and to know more fully what has been the development of their management, and therefore, the basis of their problems

Likelihood to Recommend

Maria Wiley

Master of Busines Administration in Information Technology at SSDIGITALCO (201-500 employees)

Vetted Review

2 years of experience