Freshdesk Reviews & Ratings 2023

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

Freshdesk

Starting at $0 Up to 10 agents per user

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Overview

What is Freshdesk?

Freshdesk - great helpdesk system

8 out of 10

February 02, 2023

We use Freshdesk as helpdesk tool to support our clients on various of topics. It is easy to configure and use, great UI.

Easy to use, implement and work with

10 out of 10

January 27, 2023

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 …

Rough at first but ultimately satisfied

8 out of 10

January 25, 2023

Freshdesk is used by our support agents to track software bugs and feature requests across our 4 major product offerings. Our Clients also …

A feature-rich application that can improve both your Customers' and Agents' Experience

10 out of 10

January 15, 2023

I have implemented the Freshdesk solution, quite early in its inception, for another company prior to implementing it in the current one. …

Freshdesk user experience

10 out of 10

January 14, 2023

We migrated from Outlook 365 to Freshdesk as the volume of emails and subfolders was getting very difficult to manage, we deal with an …

Don't take my Freshdesk away!

10 out of 10

January 14, 2023

We use Freshdesk mainly to deal with Customer Support - but with some suppliers it also makes sense as many users can access the …

Freshdesk works for large teams. Small teams need not apply.

7 out of 10

January 14, 2023

Used as a ticketing system and knowledge base. It allows us to handle issue tracking and create articles used for external support and in …

We like it. Easy to use, simple yet full of useful functionality. Would recommend 10/10.

9 out of 10

January 14, 2023

We do all our customer support through Freshdesk. Tickets come in through email, Facebook, and twitter.

Freshdesk Ticketing Portal and Software.

10 out of 10

January 14, 2023

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 …

Deliver on its promise while being very good value.

9 out of 10

January 14, 2023

We use it to find specialist resources required to complete projects for our clients or for an internal development project. Software …

Freshdesk - Intuitive and Helpful.

10 out of 10

January 14, 2023

Freshdesk gives us a very good solution for handling tickets for our IT Department, our EMR Application, and our HR application too.

Freshdesk's free platform is great to use and easy to setup.

9 out of 10

January 13, 2023

I used Freshdesk for the knowledge base, chat, and tickets in the learning management system. Our users can access it directly at the …

FRESHDESK WORKS..... GREAT and Outstanding Customer Support!

10 out of 10

January 11, 2023

I am the Performance and Reporting Manager and I track and report many metrics to track our performance and quality of customer support …

Freshdesk Review

10 out of 10

January 11, 2023

Customer support for clients. Support tickets and knowledge base articles.

Freshdesk - Fantastic Features

10 out of 10

January 11, 2023

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 …

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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.

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

Customer Satisfaction

We don't use it - we take a personalized approach with our clients always.

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. …

Customer Satisfaction

the Ai will take a while to learn how to response, around 6 months "freddi Ai" start to provide suggested input based on the type of tickets received.

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 …

Customer Satisfaction

Yes, I think in general the knowledge base and ticket system work for external users.

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.

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 …

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.

Customer Satisfaction

Freshdesk has helped customer satisfaction by allowing us to prioritize the issues.

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 …

Customer Satisfaction

Freshdesk has greatly improved the customer support experience at Headphone Zone. We don't believe we could be in better hands.

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 …

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.

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 …

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 …

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.

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.

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 …

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 …

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 …

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 …

Customer Satisfaction

FD has helped with response time, and customer retention due to quick replies.

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 …

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

Best of

2023

Best of

2023

Best of

2023

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

View all pros & cons

Combine several channels of communication in one
Option to use more than 1 webhook in automations

Verified User

Account Manager in Information Technology

Information Technology & Services Company, 11-50 employees

set status of tickets
get out of office status from outlook

Verified User

Program Manager in Information Technology

Machinery Company, 201-500 employees

Video Reviews

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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://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

8.9
Organize and prioritize service tickets
(70) Ratings
Prioritize tickets to ensure most urgent are tackled first
7.9
Expert directory
(49) 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.
9
Ticket creation and submission
(72) Ratings
Users and agents can easily enter new support requests.
9
Ticket response
(72) Ratings
Agents can easily follow up with customers.

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

8.5
Customer portal
(62) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
8.1
IVR
(24) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
8.5
Social integration
(43) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
9
Email support
(71) 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.
7.9
Help Desk CRM integration
(46) 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 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

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
Freshworks CRM
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 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 and Ratings

(367)

Attribute Ratings

Reviews

(1-11 of 11)

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Companies can't remove reviews or game the system. Here's why

January 11, 2023

FRESHDESK WORKS..... GREAT and Outstanding Customer Support!

D. Todd Williams

Performance Reporting Manager

TeamViewer (Telecommunications, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Likelihood to Renew

Their support is world class and their product if affordable, efficient and well executed.

January 11, 2023

Freshdesk Review

Verified User

Employee in Information Technology

Computer Software Company, 11-50 employees

Score 10 out of 10

Vetted Review

Verified User

Likelihood to Renew

We use it frequently and are satisfied with its user friendliness and the capabilities.

January 11, 2023

Freshdesk - Fantastic Features

Kamna Karamchandani

Co-Founder

Headphone Zone (Retail, 51-200 employees)

Score 10 out of 10

Vetted Review

Verified User

Likelihood to Renew

We love the product and are really satisfied. Having used Zoho and Zendesk in the past we are most happy with Freshdesk and would recommend it highly to other small and medium businesses.

January 10, 2023

A fresh look at Freshdesk

Verified User

C-Level Executive in Other

Information Technology & Services Company, 1-10 employees

Score 9 out of 10

Vetted Review

Verified User

Likelihood to Renew

I've continued to use Freshdesk for many years. It gets the job done, why would I change?

August 11, 2022

Freshdesk was a lifesaver when we were drowning under our support tickets!

Verified User

Director in Customer Service

Financial Services Company, 51-200 employees

Score 8 out of 10

Vetted Review

Verified User

Likelihood to Renew

We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking.

August 09, 2022

Once a Zendesk User, Now a Freshdesk Fan

Verified User

Director in Customer Service

Computer Software Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Likelihood to Renew

Overall the experience of moving to Freshdesk has been very positive. The team has been very quick to learn the system and take advantage of the many features offered. The support we have received has been much better than previous systems and is one of the key drivers in why we like Freshdesk so much.

August 05, 2022

Freshdesk added value to our company

Karan Thakur

Team Lead Guest Experience

OYO (Hospitality, 10,001+ employees)

Score 9 out of 10

Vetted Review

Verified User

Likelihood to Renew

I am going to renew the subscription to the Freshdesk because this is the most cost-effective tool available in the market. I have checked other tools as well which are cheaper but do not provide the features it provides at this cost. I am also happy with the customer service they provide in terms of solving partner issues.

May 14, 2019

The best tool for Services Helpdesk

Victor Vũ

Network & System Specialist

De Heus LLC (Machinery, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Likelihood to Renew

It is good tool for IT

November 20, 2018

Freshdesk is a great customer support app

Jeffery Albertson

System Administrator

Warren County R-III School District (Education Management, 201-500 employees)

Score 10 out of 10

Vetted Review

Verified User

Likelihood to Renew

Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated.

August 29, 2018