Efficient to manage communication with clients.
We use Freshdesk to handle customer emails and it has been quite effective. Our workflow has been greatly improved with the ability to …
Starting at $0 Up to 10 agents per user
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What is Freshdesk?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver 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…
Recent Reviews
How Freshdesk Differs From Its Competitors
Awards
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Popular Features
- Ticket creation and submission (142)8.888%
- Email support (138)8.787%
- Organize and prioritize service tickets (141)8.787%
- Ticket response (142)8.787%
Reviewer Pros & Cons
Pricing
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://www.freshworks.com/freshdesk/pr…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Freshdesk?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver 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.
Freshdesk 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
- WordPress
- Mailchimp
- Freshsales
- Google Apps
- Salesforce
- JIRA
Freshdesk Competitors
Freshdesk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Worldwide |
| Supported Languages | Arabic, 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.
Reviewers rate Ticket creation and submission highest, with a score of 8.8.
The most common users of Freshdesk are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(507)Attribute Ratings
- 9.8Likelihood to Renew
- 9.1Availability
- 8.5Performance
- 8.9Usability
- 8.6Support Rating
- 7.9Online Training
- 8.2In-Person Training
- 8.4Implementation Rating
- 8.5Configurability
- 9.1Product Scalability
- 8.8Ease of integration
- 7.8Vendor pre-sale
- 8Vendor post-sale
- 7.7Social Data Collection
- 7.5Social Analytics & Insight
- 8.3Social Publishing
- 9.2Social Engagement
- 9.1Contract Terms and Pricing Model
Reviews
(1-25 of 87)Companies can't remove reviews or game the system. Here's why
We use it as our support system where customers can raise tickets and feature requests. We also use if for a forum, though that’s seeing very little use. Finally we is it to host all the product documentation such as installation prereqs and instructions, general usage info and how to guides.
- Support tickets
- Documentation
- Nothing!
July 25, 2023
Excellent and easy to use support software
The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of issues. It allows you to effectively track a large number of customer interactions and easily manage them. We manage about 49 interactions per week and this product makes it easy to keep track of all tge conversations
- canned responses for fast replies
- manage a database of FAQs
- makes it easy to look up customer past interactions and track conversations
- In my expereince, attaching images is difficult as you can't easily preview them
The software itself is great. The only negative I have about the product is that it is expensive to contractors a daily pass because of how it works.
- Assisting you with learning the product.
- The ticketing system workflow is nice.
- The overall system is useful if need a help desk.
- Pricing. Daily passes for the help desk need to be adjusted. Contractors have to complete work within 24 hours to avoid be charged again.
July 22, 2023
Freshdesk customer service
We use Freshdesk on a daily basis, as this manages our customer raised tickets, as well as for our development team to review bug fixes within the software and resolve.
- Ticket handling
- Customer Feedback
- Escalated tickets for bug fixes
- General customer support
- I think the reporting could be improved to make more user friendly
- Reduce the amount of email notifications
July 22, 2023
Success of Freshdesk
Freshdesk is our ticketing system - multiple operational teams utilize it for internal tasks, and external follow up. The program allows us to communicate seamlessly with our clients, and with our contracted photographers. I especially lean on the automations we can set up to add private notes to tickets to help guide our teams easily without consulting SOP. On my team specifically, we use Freshdesk for inbound email support, for recording calls, and for communication between our internal teams, and clients as we are the main point of contact for clients.
- Automations - sorting tickets
- Help and Support page
- Reporting - Analytics
- Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
- The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
We use FreshDesk to manage and track customer interactions for the support department. As we have a small team, many of our sales specialists have dual roles in support, and fresh desk's system allows us to maintain continuity as different members of the team interact with our customers for their support queries.
- Team members are able to see entire support threads without needing the need to cc them on every message
- Workflow plans help us stay on-track to meet our goals for resolving customer support issues
- Merging tickets is not very "intelligent" - when long tickets are merged, the secondary ticket will be put in in its entirety as a single private note - this leads to a lot of duplication of information and excess scrolling. It can make merged tickets very hard to parse.
- Reply emails are not always attached to their parent threads and create additional new threads which then may need to be merged (see above). There does not seem to be a consistent way to make sure that this doesn't happen - forwarding emails to our FD email address with the subject #[ticket number] works sometimes, but not others. Emails with "RE: [ticket subject, ticket number]" and "Automatic Reply: [ticket subject, ticket number]" often create new tickets rather than getting assigned to the existing thread, creating more work.
- Private not responses do not always "count" as new activity, and so a ticket can appear inactive at a glance when we may have a note from a colleague waiting to be read with no indication that it is there at a glance.
July 20, 2023
excellent value for money
We use it to create a to do list of everything that needs to be done.
- reminding old tasks that are left undone
- prioritizing customers' task over internal ones
- informing everybody on the team when a task is done
- it could be more intuitive
- it could be more aesthetically appealing/ easy
Freshdesk is the heart of our communication with our clients. Support tickets opened via email are automatically converted into Freshdesk tickets, and we are able to respond quickly and keep a detailed historical record of all our interactions with our clients as we resolve their issues and complete the requested tasks. So it serves as a respository of previous solutions which we can reference in the future, too.
- Notifications of updated tickets
- Comprehensive search features to find previous messages
- Valuable tools to categorize and filter issues and tickets
- The email message editor has some weird formatting quirks, especially bullet points
- Occasionally I unintentionally trigger keyboard shortcuts
July 18, 2023
Freshdesk simplifies your customer service processes
We use Freshdesk to handle incoming customer inquiries. We have some problems with the automation of assigning of tickets and non-delivery, but other than that it works pretty seamlessly. It helps us to answer inquiries across our 100+ email addresses all in one place.
- Brings everything together in one place to make it easy to address
- Ease of creation and use of canned responses
- Grouping could be better
- Bounce rate of emails could improve
July 18, 2023
Freshdesk Review
We use Freshdesk for both our Customer Support team and our Finance team. We are pretty advanced users with lots of automation and custom code. We use Freshdesk for Tickets, chats, calls, and for the bot. We also occasionally use it to send emails. We do a lot of data analytics and the Freshdesk stats are exported to be a part of that.
- Free tier
- Customization
- Simple Basics
- Customer Support inconsistency
- Features locked behind paywalls
- Data analytics
- Open APIS
July 17, 2023
Freshdesk makes managing my trouble tickets a breeze
We use FreshDesk to manage our break-fix tickets for our helpdesk team.f
- being able to see current status of ticket
- being able to manage my technicians tickets queues
- Ticket trends and resolve times
- button customization
July 17, 2023
Freshdesk works well for our needs
We use Freshdesk to communicate with submitters of awards entries. We use the platform for answering general inquiries and also for reaching out to entrants for questions and problem resolution related to specific entries. We use canned responses for common inquiries and enjoy the ability to assign specific agents to inquiries depending on their field of expertise.
- Canned Responses
- Ability to assign specific agents to tickets
- Track open tickets
- Tooltips and easier navigation to functions such as email signature would be helpful.
I'm a huge fan of Freshdesk, and we're not even using the full functionality yet!<br><br>Prior to Freshdesk we were managing customer service via email and social media, and it got very messy whenever more than one person needed to touch a request. Lots of requests got missed, and it was very difficult to check what interactions we'd had with a customer previously.<br><br>We implemented Freshdesk with email and Facebook integrations, and it was an immediate improvement that got even better over time as we set up canned texts and internal processes. We're also looking at implementing the customer portal in the future, although we didn't have the time to look at it previously.<br><br>Some of the most valuable features include: threaded messages, tickets automatically reopen when a customer replies (automation available for Growth and above), being able to search the history by name, email, and keywords, being able to filter by ticket types and tags, being able to set up custom canned text to answer all our most common inquiries quickly, and the ability to bulk edit tickets to reply when there's an incident that causes a flood of people all asking the same questions and needing the same update.
- Easy to search history
- Threaded messages
- Customizable canned text
- bulk edit
- I don't really have any complaints...
As a company with a customer service team, freshdesk is used to help organize incoming emails and live chats. Having emails turn into tickets which can be assigned to the appropriate team member is extremely helpful.
- Email to ticket conversion
- Automations
- automatic emails when submitting ticket
- when searching and wanting to go back, it does not return to previous page
July 14, 2023
Organizational dream
We use FreshDesk everyday in our company and is the main contact-source for customer outreach. All customer inquiries and emails get forwarded through this system and it works really well for our companies' application. Whenever a customer uses the "Contact Us" function on our site, it will send their email to FreshDesk and our group folder for all of us to view. Once received, we can direct the email into various folders using the filters available. The filters make it quick and easy for us to narrow our search results so we can find what we need. The search function is really awesome too for when we can't find certain records that are outdated by using a few words. The search function will provide any and all results containing the search-words and has definitely helped when we/customer doesn't have what we need to help them. Also is a great place to find old invoices, emails, and contact information for everyone. The site/program is user friendly and was easy to adapt-to once used a few times.
- Filter
- Search Bar Functionality
- Folder organization
- Customer-Friendly
- Easy to use and get comfortable with navigation
- Keeping old records- sometimes it only goes back 3-5 years and in rare cases we need a little more.
- Filter delete- Being able to delete old filters to clean-up the not popular ones.
- Email verification before sending- Should be able to verify email before attempting to send.
July 14, 2023
Freshdesk is great for your first service desk tool, but is unlikely to remain your primary tool for long.
We have 6-8 customer service agents operating at any given time, to address both public (ie website/internet) users as well as private (ie direct clients) users.
We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.
We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.
We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.
We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.
- Contact Segregation
- Ticket Tracking
- SLA monitoring
- FB / Social integration is poorly done
- Automations and related logic are rudimentary and single-faceted
- Third-party systems integration options are few and far between
May 22, 2023
Efficiency for Everyone
We use the Freshdesk platform to funnel inquiries to various department emails into one central place. Our entire department picks the inquiries they answer and I am able to oversee all interactions and coach them as needed.
- Solutions
- Canned Responses
- Simplifying communication
- Reports for agent AHT
May 02, 2023
Review
We have replaced e-mail use with Freshdesk. Using it as a ticket system. We'll handle with FD reclamations, feedbacks and other related matters from our customers and partners.
- Ticket transfers between employees
- Categorization
- Sending normal e-mails, cannot send "hidden copies" in some cases
- Overall using could be made simpler
April 14, 2023
A great option for solopreneurs
I use Freshdesk to handle customer inquiries and support.
- Creating a clear process for addressing enquiries
- Easy of use
- Pleasant interface
- Roles, this was a bit confusing setting up email notifications.
Freshdesk allows our organisation to maintain contact with our partners, artists and the like in a structured and streamlined way. With its modern layout and user-friendly interface, it is not difficult to guide colleagues through the software, in addition to the fact that we can set our own security standards in the software as well as make front-end changes according to our preferences.
- Adjusting to own preference, layout and security
- Support from the company itself, fast and personal
- Core features of the software
- Finding back some settings, sometimes a lot of searching
April 09, 2023
Great cost effective alternative to Zendesk
We use Freshdesk to handle online enquiries from our customers via our contact us page, where they can submit support tickets from predefined subjects. Using Fresdesk's easy-to-use automation emails are tagged and grouped according to need and time based reminders keep them team on top of time sensitive communications, those reminders trigger a channel specific message for the relevant team in Discord through Zapier plug in, we use Discord for internal comms so being able to use it that way is very helpful in keeping on top of high volume tickets. There is block on html emails of a certain format when using automations for auto email replies which I confess drove me crazy not knowing why my email rules were not working, but once I notified Freshwork's support team they advised me and fixed it rapidly, the tech support team are excellent and very helpful, Freshdesk has a range of features which we don't use all of but it's great that they are there none the less, it's a great alternative to Zendesk and we couldn't live without it
- Rules that trigger on ticket creation, update or time trigger
- Integration with a variety of apps
- Fantastic tech support team and supportive customer success agents.
- It would be really great if when sending a new email in Freshdesk, the rules for the automation treated it like a new ticket, thus would allow more flexibility.
April 07, 2023
Freshdesk, but not a fresh take.
It allows the user to have an inbox to sort and respond to messages coming from customers all in one place. Allowing multiple channels to be handled easily.
- Allows for customization involving webhooks.
- Very fine control over fields that can be added to tickets.
- A variety of channels can be added on the premium tiers into one view.
- In my opinion, it feels very unresponsive at times.
- Integrations could be improved
- Cost to value ratio can be a bit off due to the way features are paywalled.
April 05, 2023
Freshdesk makes your email fresher than ever
As an integral part of our customer support operations, Freshdesk has proven to be an invaluable asset.
The platform's user-friendly interface allows for seamless integration of new team members, while the meticulously organized canned responses significantly expedite the resolution of customer inquiries.
In addition, the accompanying mobile app provides remarkable flexibility, allowing our support team to attend to customer inquiries from any location, at any time.
The efficiency and convenience of the Freshdesk platform have made it an indispensable tool in our daily operations, and I wholeheartedly recommend it to businesses of all sizes. Its scalability and adaptability make it capable of meeting the unique demands of any organization's support operations.
- canned responses
- mobile app
- automatically add name of the customer while email them back
- adding notifications to they app sometimes i don't get them when someone email
April 03, 2023
Freshdesk is a great learning tool for education
General IT issues before going to remote helpdesk for further troubleshooting. Freshdesk is used to train new students in a helpdesk environment and assist other staff and students on center in real life/ real time environments. Once the issue has been troubleshooted, we resolve the issue or walk staff through putting in tickets in their own companies helpdesk.
- Free.
- Agent Management (Signatures, automatic emails)
- Knowledge Base Articles
- Merging Tickets
- Multiple Agents per ticket
April 03, 2023
Great Product to handle your support platform
It's a great ticketing platform with tons of bells and whistles. I love the fact that I can do lot of automation without writing a code. It also has full support for their API and we have integrated Freshdesk API well into our application. Adding clients, users has been really easy.
- Automation
- Ticket Routing
- API
- Technical Support
- Dedicated Support