Overview
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…
Freshdesk - IT
Enhancing the Customer Experience
Recommended Platform !!
Freshdesk Review
Streamlined Support Solutions for Seamless Customer Satisfaction
Freshdesk - Breath of FreshAir
Amazing management tool!
Need improvement in the search engine and history reflection
Freshdesk is a great customer support app
Freshdesk: A Seamless Solution for Streamlined Customer Support
Freshdesk is overall a good product, and I would buy it again
Freshdesk for CRM - Reaching customer with ease.
Super product, super easy to setup and customers love it
Excellent and easy to use support software
How Freshdesk Differs From Its Competitors
Customer Satisfaction
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To the most I could comment that the over all performance has been great and we are through with this
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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
- 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
Growth
$15
Pro
$49
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.7Organize and prioritize service tickets(141) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.1Expert directory(95) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.4Subscription-based notifications(3) Ratings
Users subscribe to notifications for ticket updates
- 7.6ITSM collaboration and documentation(4) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.8Ticket creation and submission(142) Ratings
Users and agents can easily enter new support requests.
- 8.7Ticket response(142) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.4External knowledge base(116) Ratings
Customers can self-service by searching through help articles.
- 8.3Internal knowledge base(120) Ratings
Internal knowledge base helps agents answer customers' support questions.
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.
- 8.1Customer portal(116) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.1IVR(43) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 8.5Social integration(72) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 8.7Email support(138) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 8.2Help Desk CRM integration(84) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Freshdesk?
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 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
Comparisons
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Reviews and Ratings
(503)Attribute Ratings
- 9.8Likelihood to Renew14 ratings
- 9.1Availability4 ratings
- 8.6Performance4 ratings
- 8.9Usability35 ratings
- 8.6Support Rating33 ratings
- 8Online Training2 ratings
- 8.2In-Person Training1 rating
- 8.4Implementation Rating142 ratings
- 8.5Configurability3 ratings
- 9.1Product Scalability4 ratings
- 8.8Ease of integration2 ratings
- 7.8Vendor pre-sale2 ratings
- 8Vendor post-sale2 ratings
- 7.7Social Data Collection22 ratings
- 7.5Social Analytics & Insight21 ratings
- 8.3Social Publishing21 ratings
- 9.2Social Engagement26 ratings
- 9.1Contract Terms and Pricing Model3 ratings
Reviews
(1-25 of 211)Efficient to manage communication with clients.
- ⦁ It has the clearest and most useful ticket submission portal we have used.
- ⦁ Simple email monitoring.
- ⦁ A central location for customer and employee communication records.
- ⦁ Automation potential through threads, tags and cached responses.
- ⦁ Date ranges would be much easier if entering text date ranges were a feature and you weren't forced to click on a calendar.
- ⦁ If we merge a ticket it cannot be disintegrated.
Freshdesk - IT
- Ease of use. The UI is very clean
- Very intuitive. adding properties to tickets is very easy
- groups. I like how we can make IT groups and HR groups for tickets
- search functionality. i like to use past tickets to help solve new issue. Sometimes the search function won't find relevant tickets from my searched key words.
- I want to be able to respond to CC'd users indiidually. Whenever you respond in a ticket, it makes you send an email to who created the ticket. Sometime I want to just reply to one user who was CC'd if the ticket was created on their behalf
Enhancing the Customer Experience
- Track all the emails
- Easy to search the tickets depending on status
- Track the FEEDBACK Survey
- Timely notification on WOC tickets
- While creating new tickets sometimes it gets stuck
- Need to improve the functionality of adding the screenshots
- Loading time
The team leads can check all the tickets in one place by using the statuses and it also allows to create teams and groups and assign the tickets.
Recommended Platform !!
- Easy to Track Tickets with the help of Ticket Numbers.
- Feasibility of Adding Notes on Each Ticket if needed.
- Majorly the Ticket Dashboard is so helpful which shows the number of Open, Unresolved, Due and Overdue Tickets.
- Client Feedback Rating is a wonderful feature.
- Parsing of the images takes sometime - it shows error Parsing Failed which is time consuming task as we need to add and wait for the Image Loading.
Freshdesk Review
- Ticketing
- Canned Respponse
- reports
- Dashboard View
- Themes
Streamlined Support Solutions for Seamless Customer Satisfaction
- managing clients ticket effectively
- managing canned responses
- comprehensive dashboard of all the managed tickets
- Customization Flexibility
- Advanced Reporting and Analytics
Freshdesk - Breath of FreshAir
- Skill Based Ticket Assignment
- Ticket Alerting
- Advanced Dashboarding and Metric Sharing
- Stronger integration between custom objects and scenario automations.
- Increased Agent View Customization (without third party apps).
- Additional Sign-In Methods for End Users (email links)
Amazing management tool!
- Project Management : Inside and outside the team both
- Ticketing : Raising the tickets and addressing them
- Saves a lot of time by faster resolution
- Automation is amazing
- Occasionally it hangs and the screen freezes
- While changing the status of the ticket, it has to be refreshed several times
- Adds a lot of emails to already busy mail queue
Need improvement in the search engine and history reflection
- showing the stats
- and Survey trigger content and the reflection after completion
- showing us the where we standing with completion
- need to work on the page refresh issue
- redirect option should be little faster
- applying the changes is little slow
Freshdesk is a great customer support app
- You can write solutions articles for your most common requests, so customers can help themselves. Keywords typed by the user point them to related articles allowing them to help themselves.
- All the tickets can be managed in one location.
- After a ticket is Resolved the customer gets a survey, so technicians are accountable for the work they do.
- Automatic closing of tickets when a customer doesn't respond to a request for more information.
Freshdesk: A Seamless Solution for Streamlined Customer Support
- This apps have automation that can automatically assign ticket according keyword that we have set
- Templates "canned response" in Freshdesk
- Mobile access so we can monitoring our queue anywhere and anytime
- Integration with others apps
- Enhance AI automation
- Enhance reporting and analytics
- chatbot for end user
Freshdesk is overall a good product, and I would buy it again
- API
- Support tickets
- Help centers
- It would be nice if it could auto detect company names like HubSpot
- There's a bug where opening a ticket from an external source redirects to the dashboard
Freshdesk for CRM - Reaching customer with ease.
- Proactive reach out.
- Support team availability.
- Frequent updates on new Enhancement.
- Steps to download data.
- Uploading contacts and fields involved should be easy.
- The support team should be available on calls as well.
- Support tickets
- Documentation
- Nothing!
Excellent and easy to use support software
- 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
- Easy to use
- Template features (canned responses)
- Depending on the plan you might miss out on useful features
- Automations could have a better UI
- A lot of good and pending Community Ideas
Easy to start, easy to learn
- Ticketing
- Organization
- improve our SLA
- easy one stop solution for all our agents
- better filtering or assigning
- better connection to existing customer contacts when creating tickets
- easier reports
- 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.
Honest feedback
- The UI is very user friendly and simplistic without any unnecessary features floating
- We are able to categorise and prioritise different segments in our business
- Freshdesk also helps with building accountability and bringing transparency accross the org.
- Occasionally there are breakages when a long thread email is reviewed. Could be improved by hiding longer threads.
- The Auto-Assign feature has been a little inconsistent at times.
Freshdesk customer service
- 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
As well as being able to report on who calls the most, how the ticket is raised etc so we can see a trend
Success of Freshdesk
- 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.
I do think that Freshdesk might be better suited for medium or larger teams. With a very small team, I don't see it adding much value, unless it's a small team handling a lot of volume.
Freshdesk Review
- Out of the box start up seems fairly easy.
- Training to the purchaser could be stepped up
- Training
- Training
- Training
- Setup and configuration could be explained and documented better
- 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.
There are still inconveniences in the system which create additional admin work for us. It seems like I get lots of notifications about new functions being added to FreshDesk, but I would like to see more quality of life improvement s to the existing toolset.
Your friendly support platform
- Intuitive to use for end users!
- Allows for the creation of structured templates that unfold depending on the ticket type and other selections.
- There are some hard limits e.g. on the number of checkbox fields you cna add to a template.
- There is no way to create tickets on behalf of others.
- There is no way to grant another end user visibility over a specific ticket that you have created.
FreshDesk was just a perfect fit for us.
- Automation
- Reminder Emails.
- Message Templates.
- Canned Answers.
- UI is simple to use.
- 3rd-party integration is easy too.
- Support follow-up on feature requests.