Freshdesk Reviews & Ratings 2024

Name: Welcome to Freshdesk | Best Customer Service Software
Uploaded: 2022-08-01T10:27:14.000Z
Duration: 1 min 51 s
Description: Freshdesk - Customer Service Software

Starting at $0 Up to 10 agents per user

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Overview

What is Freshdesk?

Recent Reviews

Efficient to manage communication with clients.

9 out of 10

March 15, 2024

Incentivized

We use Freshdesk to handle customer emails and it has been quite effective. Our workflow has been greatly improved with the ability to …

Freshdesk - IT

10 out of 10

March 11, 2024

Incentivized

We use Freshdesk to address any IT issues

Enhancing the Customer Experience

9 out of 10

January 31, 2024

I am using Freshdesk on a regular basis to assist the clients, it helps to track all the emails and reminds me all the task so that I am …

Recommended Platform !!

10 out of 10

January 15, 2024

I have a overall good experience on Freshdesk, it's a smooth platform for managing all your Tickets !!

Freshdesk Review

9 out of 10

January 15, 2024

We use it to server our customers who send emails. all emails hit the Freshdesk and we respond to all client emails from here. This is a …

Streamlined Support Solutions for Seamless Customer Satisfaction

9 out of 10

January 12, 2024

Incentivized

I have used the Freshdesk tool for managing my clients with respect to their issues or in terms of assistance. It streamlines ticketing, …

Freshdesk - Breath of FreshAir

10 out of 10

January 12, 2024

Incentivized

Prior to using Freshdesk - all L2 escalation was being managed via a “To-do” list based on a shared email inbox. We had no clear way to …

Amazing management tool!

8 out of 10

January 10, 2024

Incentivized

I primarily used Freshdesk to manage emails centrally and for better delivery of customer experience. Another main purpose is project …

Need improvement in the search engine and history reflection

9 out of 10

January 10, 2024

It a good service however the refresh the page for a long time and the redirection is very good but if it was a desktop supportive app it …

Freshdesk is a great customer support app

9 out of 10

November 27, 2023

Incentivized

Freshdesk is used for all technology, facilities and maintenance requests for our school district. It can automatically assign an agent to …

Freshdesk: A Seamless Solution for Streamlined Customer Support

8 out of 10

November 25, 2023

Incentivized

We implemented Freshdesk in our organization as primary ticketing support system for our internal user and IT-related query. Freshdesk …

Freshdesk is overall a good product, and I would buy it again

10 out of 10

November 01, 2023

Incentivized

We use it to manage support queries from customers and for providing help centers to customers. We used to manage customer support via …

Freshdesk for CRM - Reaching customer with ease.

10 out of 10

August 29, 2023

Incentivized

We use Freshdesk for customer interactions and proactive reach-out. Business problem: too many confusing steps to download data. However, …

Super product, super easy to setup and customers love it

8 out of 10

July 28, 2023

Incentivized

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 …

Excellent and easy to use support software

10 out of 10

July 25, 2023

Incentivized

The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of …

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How Freshdesk Differs From Its Competitors

Freshdesk provides us with support that guarantees quick responses, issue tracking, communication, and quick satisfaction of customer needs. Our clients are very satisfied with the use of this platform in our company.

Incentivized

Customer Satisfaction

Yes, it is very helpful in providing fast and easy resolutions within the timelines and this enhances the productivity within the company also we can view the client feedbacks and they receives the automated emails for the responses which are pending from their end to proceed further which gives a …

Customer Satisfaction

Amazing Experience in receiving Feedback from Clients and Client Satisfaction !!

Customer Satisfaction

we do not user Freshdesk for retentions, this is used as a communication system, within the organization and is being explored for other products that can bring in value to the business
To the most I could comment that the over all performance has been great and we are through with this

Customer Satisfaction

Freshdesk's omnichannel support suite and AI-driven automations have significantly boosted our customer satisfaction. By offering support across various channels and swiftly resolving issues through preferred communication methods, it has notably enhanced customer retention. The platform'…

Incentivized

Customer Satisfaction

Prior to using Freshdesk, we only offered an email address for logging incidents with our Product Support team. We now offer a Ticket Portal, Self-Help, Email and a Phone Service to customers to allow them to work in their most convenient method, whilst still enabling the agent to track, update …

Incentivized

Customer Satisfaction

Yes, it has helped my business to increase customer satisfaction to a greater extent. Earlier when were not using it, things were haywire and mismanaged often leading to delays and customer dissatisfaction. Once we have employed Freshdesk, timely resolutions are done without long delays. Even …

Freshdesk has helped us track and log customer satisfaction also, in many cases helped keep track of and made it easy to locate older conversation such that the context is not lost. Have not personally explored much into the AI functionality yet so not looking to comment on it.

Incentivized

Customer Satisfaction

Yes it has, we use the live chat and our marketing team also are able to use the features and integrate our fresh chat with our website

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 (142)
8.7
87%
Email support (138)
8.7
87%
Organize and prioritize service tickets (141)
8.7
87%
Ticket response (142)
8.7
87%

Reviewer Pros & Cons

View all pros & cons

⦁ It has the clearest and most useful ticket submission portal we have used.
⦁ If we merge a ticket it cannot be disintegrated.

Verified User

Manager in Sales

Information Technology & Services Company, 51-200 employees

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 k...

Verified User

Engineer in Information Technology

Commercial Real Estate Company, 1001-5000 employees

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Pricing

View all 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

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4

Avg 7.9

8.7
Organize and prioritize service tickets
(141) Ratings
Prioritize tickets to ensure most urgent are tackled first
8.1
Expert directory
(95) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
8.4
Subscription-based notifications
(3) Ratings
Users subscribe to notifications for ticket updates
7.6
ITSM 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.
8.7
Ticket creation and submission
(142) Ratings
Users and agents can easily enter new support requests.
8.7
Ticket response
(142) Ratings
Agents can easily follow up with customers.

Self Help Community

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

8.3

Avg 7.7

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.

8.4

Avg 7.7

8.1
Customer portal
(116) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
8.1
IVR
(43) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
8.5
Social integration
(72) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
8.7
Email 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.
8.2
Help Desk CRM integration
(84) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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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

Show Unsupported 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

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.

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

Reviewers rate Organize and prioritize service tickets and Ticket creation and submission and Ticket response highest, with a score of 8.7.

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 and Ratings

(503)

Attribute Ratings

Reviews

(1-25 of 147)

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March 15, 2024

Efficient to manage communication with clients.

Verified User

Manager in Sales

Information Technology & Services Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

90%

9.0

Organize and prioritize service tickets: 90%
9.0
Expert directory: 90%
9.0
Ticket creation and submission: 90%
9.0
Ticket response: 90%
9.0

Self Help Community (2)

90%

9.0

External knowledge base: 90%
9.0
Internal knowledge base: 90%
9.0

Multi-Channel Help (5)

90%

9.0

Customer portal: 90%
9.0
IVR: 90%
9.0
Social integration: 90%
9.0
Email support: 90%
9.0
Help Desk CRM integration: 90%
9.0

March 11, 2024

Freshdesk - IT

Verified User

Engineer in Information Technology

Commercial Real Estate Company, 1001-5000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

95%

9.5

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 80%
8.0

Self Help Community (2)

70%

7.0

External knowledge base: 70%
7.0
Internal knowledge base: 70%
7.0

Multi-Channel Help (3)

96.66666666666666%

9.7

Customer portal: 100%
10.0
Email support: 90%
9.0
Help Desk CRM integration: 100%
10.0

January 31, 2024

Enhancing the Customer Experience

Verified User

Executive in Customer Service

Information Technology & Services Company, 501-1000 employees

Score 9 out of 10

Vetted Review

Verified User

Freshdesk Feature Ratings

Incident and problem management (4)

90%

9.0

Organize and prioritize service tickets: 90%
9.0
Expert directory: 80%
8.0
Ticket creation and submission: 90%
9.0
Ticket response: 100%
10.0

Self Help Community (2)

85%

8.5

External knowledge base: 80%
8.0
Internal knowledge base: 90%
9.0

Multi-Channel Help (5)

88%

8.8

Customer portal: 90%
9.0
IVR: 80%
8.0
Social integration: 80%
8.0
Email support: 90%
9.0
Help Desk CRM integration: 100%
10.0

January 15, 2024

Recommended Platform !!

Verified User

Executive in Customer Service

Computer Software Company, 201-500 employees

Score 10 out of 10

Vetted Review

Verified User

Freshdesk Feature Ratings

Incident and problem management (4)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

100%

10.0

Customer portal: 100%
10.0
IVR: 100%
10.0
Social integration: 100%
10.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

January 15, 2024

Freshdesk Review

Manik Sandeep

Manager Implementations

Ceipal SOftware private limited (Computer Software, 501-1000 employees)

Score 9 out of 10

Vetted Review

Verified User

Freshdesk Feature Ratings

Incident and problem management (4)

82.5%

8.3

Organize and prioritize service tickets: 80%
8.0
Expert directory: 60%
6.0
Ticket creation and submission: 100%
10.0
Ticket response: 90%
9.0

Self Help Community (2)

80%

8.0

External knowledge base: 80%
8.0
Internal knowledge base: 80%
8.0

Multi-Channel Help (5)

84%

8.4

Customer portal: 90%
9.0
IVR: 70%
7.0
Social integration: 80%
8.0
Email support: 100%
10.0
Help Desk CRM integration: 80%
8.0

January 12, 2024

Streamlined Support Solutions for Seamless Customer Satisfaction

Verified User

Employee in Information Technology

Information Technology & Services Company, 201-500 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

90%

9.0

Organize and prioritize service tickets: 90%
9.0
Expert directory: 90%
9.0
Ticket creation and submission: 90%
9.0
Ticket response: 90%
9.0

Self Help Community (2)

70%

7.0

External knowledge base: 70%
7.0
Internal knowledge base: 70%
7.0

Multi-Channel Help (5)

34%

3.4

Customer portal: 80%
8.0
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 90%
9.0
Help Desk CRM integration: N/A
N/A

January 12, 2024

Freshdesk - Breath of FreshAir

James Allnutt

Global Product Support Manager

Opus 2 International, LTD (Computer Software, 201-500 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

85%

8.5

External knowledge base: 100%
10.0
Internal knowledge base: 70%
7.0

Multi-Channel Help (5)

36%

3.6

Customer portal: 80%
8.0
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 100%
10.0
Help Desk CRM integration: N/A
N/A

January 10, 2024

Amazing management tool!

Sarthak Chopra

Associate

Gartner (Research, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

75%

7.5

Organize and prioritize service tickets: 80%
8.0
Expert directory: 70%
7.0
Ticket creation and submission: 80%
8.0
Ticket response: 70%
7.0

Self Help Community (2)

80%

8.0

External knowledge base: 80%
8.0
Internal knowledge base: 80%
8.0

Multi-Channel Help (5)

72%

7.2

Customer portal: 60%
6.0
IVR: 80%
8.0
Social integration: 80%
8.0
Email support: 70%
7.0
Help Desk CRM integration: 70%
7.0

January 10, 2024

Need improvement in the search engine and history reflection

Shiva chikka

Implementation specialist

Ceipal (Information Technology & Services, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Freshdesk Feature Ratings

Incident and problem management (4)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (1)

100%

10.0

External knowledge base: 100%
10.0

Multi-Channel Help (3)

100%

10.0

Customer portal: 100%
10.0
Social integration: 100%
10.0
Email support: 100%
10.0

November 25, 2023

Freshdesk: A Seamless Solution for Streamlined Customer Support

Alif Satria Perdana

IT System and Infrastructure Engineer

Moladin (Financial Services, 1001-5000 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (3)

80%

8.0

Organize and prioritize service tickets: 80%
8.0
Ticket creation and submission: 80%
8.0
Ticket response: 80%
8.0

Self Help Community (2)

60%

6.0

External knowledge base: 60%
6.0
Internal knowledge base: 60%
6.0

Multi-Channel Help (5)

30%

3.0

Customer portal: 70%
7.0
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 80%
8.0
Help Desk CRM integration: N/A
N/A

November 01, 2023

Freshdesk is overall a good product, and I would buy it again

Verified User

Consultant in Information Technology

Computer Software Company, 51-200 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

97.5%

9.8

Organize and prioritize service tickets: 100%
10.0
Expert directory: 90%
9.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

50%

5.0

External knowledge base: 100%
10.0
Internal knowledge base: N/A
N/A

Multi-Channel Help (5)

20%

2.0

Customer portal: N/A
N/A
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 100%
10.0
Help Desk CRM integration: N/A
N/A

August 29, 2023

Freshdesk for CRM - Reaching customer with ease.

Shyamal Majhi

Senior Manager

Ogaan Retail Pvt Ltd (Apparel & Fashion, 501-1000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (3)

100%

10.0

Customer portal: 100%
10.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

July 28, 2023

Super product, super easy to setup and customers love it

Verified User

Consultant in Information Technology

Computer Software Company, 1-10 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

62.5%

6.3

Organize and prioritize service tickets: 90%
9.0
Expert directory: N/A
N/A
Ticket creation and submission: 80%
8.0
Ticket response: 80%
8.0

Self Help Community (2)

80%

8.0

External knowledge base: 80%
8.0
Internal knowledge base: 80%
8.0

Multi-Channel Help (5)

16%

1.6

Customer portal: N/A
N/A
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 80%
8.0
Help Desk CRM integration: N/A
N/A

July 25, 2023

Excellent and easy to use support software

Verified User

Director in Professional Services

Arts & Crafts Company, 1-10 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (3)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

18%

1.8

Customer portal: N/A
N/A
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 90%
9.0
Help Desk CRM integration: N/A
N/A

July 25, 2023

Good ticketing system with room for improvement when you are a power user

Verified User

Director in Customer Service

Apparel & Fashion Company, 201-500 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

60%

6.0

Organize and prioritize service tickets: 70%
7.0
Expert directory: N/A
N/A
Ticket creation and submission: 70%
7.0
Ticket response: 100%
10.0

Self Help Community (2)

25%

2.5

External knowledge base: 50%
5.0
Internal knowledge base: N/A
N/A

Multi-Channel Help (5)

44%

4.4

Customer portal: 70%
7.0
IVR: N/A
N/A
Social integration: 50%
5.0
Email support: 100%
10.0
Help Desk CRM integration: N/A
N/A

July 24, 2023

Easy to start, easy to learn

Verified User

Supervisor in Customer Service

Consumer Electronics Company, 501-1000 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

87.5%

8.8

Organize and prioritize service tickets: 90%
9.0
Expert directory: 80%
8.0
Ticket creation and submission: 90%
9.0
Ticket response: 90%
9.0

Self Help Community (2)

80%

8.0

External knowledge base: 80%
8.0
Internal knowledge base: 80%
8.0

Multi-Channel Help (5)

50%

5.0

Customer portal: 80%
8.0
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 80%
8.0
Help Desk CRM integration: 90%
9.0

July 24, 2023

Makes customer support tickets easier to keep track of.

Verified User

Executive in Information Technology

Internet Company, 1-10 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

80%

8.0

Customer portal: 100%
10.0
IVR: N/A
N/A
Social integration: 100%
10.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

July 24, 2023

Honest feedback

Verified User

Account Manager in Customer Service

Information Services Company, 5001-10,000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (4)

75%

7.5

Customer portal: 70%
7.0
Social integration: 80%
8.0
Email support: 100%
10.0
Help Desk CRM integration: 50%
5.0

July 22, 2023

Freshdesk customer service

Molly Clarke

Customer Care Supervisor

Prima Software (Computer Software, 11-50 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

80%

8.0

Customer portal: 100%
10.0
IVR: N/A
N/A
Social integration: 100%
10.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

July 22, 2023

Success of Freshdesk

Laura Marshall

Client Success Manager

Virtuance, LLC (Real Estate, 11-50 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

50%

5.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: N/A
N/A
Ticket creation and submission: N/A
N/A
Ticket response: 100%
10.0

Self Help Community (2)

45%

4.5

External knowledge base: 90%
9.0
Internal knowledge base: N/A
N/A

Multi-Channel Help (5)

54%

5.4

Customer portal: 80%
8.0
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 100%
10.0
Help Desk CRM integration: 90%
9.0

July 21, 2023

Freshdesk Review

Verified User

Professional in Information Technology

Food Production Company, 1001-5000 employees

Score 5 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

30%

3.0

Organize and prioritize service tickets: 60%
6.0
Expert directory: N/A
N/A
Ticket creation and submission: 60%
6.0
Ticket response: N/A
N/A

Self Help Community (2)

60%

6.0

External knowledge base: 60%
6.0
Internal knowledge base: 60%
6.0

Multi-Channel Help (5)

40%

4.0

Customer portal: 60%
6.0
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 70%
7.0
Help Desk CRM integration: 70%
7.0

July 21, 2023

Better than using email, but requires QOL improvements to core features

Verified User

Engineer in Customer Service

Research Company, 1-10 employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

57.5%

5.8

Organize and prioritize service tickets: 80%
8.0
Expert directory: N/A
N/A
Ticket creation and submission: 70%
7.0
Ticket response: 80%
8.0

Self Help Community (2)

35%

3.5

External knowledge base: N/A
N/A
Internal knowledge base: 70%
7.0

Multi-Channel Help (5)

16%

1.6

Customer portal: N/A
N/A
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 80%
8.0
Help Desk CRM integration: N/A
N/A

July 21, 2023

Your friendly support platform

Verified User

Employee in Information Technology

Research Company, 51-200 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

62.5%

6.3

Organize and prioritize service tickets: 80%
8.0
Expert directory: N/A
N/A
Ticket creation and submission: 90%
9.0
Ticket response: 80%
8.0

Self Help Community (2)

10%

1.0

External knowledge base: N/A
N/A
Internal knowledge base: 20%
2.0

Multi-Channel Help (5)

16%

1.6

Customer portal: N/A
N/A
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 80%
8.0
Help Desk CRM integration: N/A
N/A

July 21, 2023

FreshDesk was just a perfect fit for us.

Verified User

Administrator in Information Technology

Financial Services Company, 51-200 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

97.5%

9.8

Organize and prioritize service tickets: 100%
10.0
Expert directory: 90%
9.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

90%

9.0

External knowledge base: 90%
9.0
Internal knowledge base: 90%
9.0

Multi-Channel Help (3)

96.66666666666666%

9.7

Customer portal: 90%
9.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

July 20, 2023

excellent value for money

Verified User

Administrative Assistant in Information Technology

Information Technology & Services Company, 1-10 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Freshdesk Feature Ratings

Incident and problem management (4)

82.5%

8.3

Organize and prioritize service tickets: 80%
8.0
Expert directory: 80%
8.0
Ticket creation and submission: 90%
9.0
Ticket response: 80%
8.0

Self Help Community (2)

85%

8.5

External knowledge base: 80%
8.0
Internal knowledge base: 90%
9.0

Multi-Channel Help (2)

90%

9.0

Customer portal: 90%
9.0
Email support: 90%
9.0

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