Freshdesk Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
217 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Do you work for this company? Learn how we help vendors

TrustRadius Top Rated for 2021

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-25 of 68)

Companies can't remove reviews or game the system. Here's why.
May 03, 2021
Maria Wiley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
  • 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
Read Maria Wiley's full review
April 27, 2021
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
  • 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.
Read Elizabeth Cassidy's full review
April 23, 2021
John Reitz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Automation of client communication formatted just how you want it
  • Merging and routing of tickets
  • Easy to use interface for clients and agents alike
  • 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
Read John Reitz's full review
March 06, 2021
Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Allows for integrations
  • Works for form input
  • Project management
  • Organizing
  • Better Integations
  • Cleaner interface
  • Ease of Use
  • More capabilities
Read Morganne McIntyre's full review
June 23, 2021
Rachel Fishenden | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
  • Customizing reports is tedious
  • It takes time to format emails
Read Rachel Fishenden's full review
May 13, 2021
Nipun Mohanty | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Freshdesk is a plug and play solution which does not take a long time to get started
  • Most features related to a problem management tool are available in the basic version as well
  • Chat functionality is one of the most impressive features available with Freshdesk. Also, it provides a mechanism to send automated emails to users logging a ticket.
  • The knowledge management feature is pretty sleek and easy to implement. This provides a lot of value to our customers.
  • In a ticket if there is a lot of communication then the tool hangs and slows down and using it becomes difficult
  • Customizing the tool is not very simple. It needs involvement from Freshdesk team.
  • Access control layers are at a high level, multiple roles for access control will be better.
Read Nipun Mohanty's full review
April 23, 2021
Brandi Larkin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
  • Better response options for feedback would be helpful.
Read Brandi Larkin's full review
April 23, 2021
Craige Hardel | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Helping keep tickets classified and organized.
  • It was easy to integrate with website so keep the platform on brand with our domains.
  • Provided areas to tag and use our custom responses to manage workload.
  • Simpler interface: though features are available [I] found it took a touch too long to learn.
  • Less add-ons for the service, preferably built in.
  • Option to have 3 users for the price of 2: flexible pricing for temporary team members.
Read Craige Hardel's full review
July 23, 2021
Mick Lynam | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
  • Ticket management is not optimized for the mobile app
  • Steep learning curve for new users
Read Mick Lynam's full review
April 22, 2021
Jason Kerley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
  • 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.
Read Jason Kerley's full review
March 09, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Freshdesk works very well with other Freshworks services
  • Ticketing is easy and efficient, requiring fewer clicks than some competitors
  • The interface makes good use of space
  • Ticket assignment can be a little clunky if you have a complicated group structure
  • App has a little bit of a hard time with some email formatting
  • Annoying notification badges for updates
Read this authenticated review
March 08, 2021
Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Offers many channels of communication - email, chat, and phone.
  • Modern interface that includes a smartphone application.
  • Intuitive to use, allowing new reps to be quickly onboarded with our system.
  • Comparable pricing to other solutions in the same market.
  • Their phone integration is lacking, and to utilize their own phone system can be very expensive to implement and maintain.
  • Handful of "quality of life" fixes never seem to materialize - ability to unmerge tickets that have been merged, or to create parent/child relationships with tickets that have been merged previously.
  • Reporting module is adequate, but lacks a heavy-duty reporting engine - there is an API, but would require a programmer to implement what you need out of the system.
Read this authenticated review
March 08, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Simple and intuitive user interface - The layout is clean and easy to navigate which means we save time and lowers our overall cost to provide support.
  • Reliable - We haven't experienced any downtime with the tool in nearly 2 years of daily use.
  • Feature rich - Freshdesk is rich in features and integrations, there are so many partners and vendors to integrate with in their catalog, many I didn't know existed until we saw them within Freshdesk.
  • Reporting - The reporting sometime lacks some basic fucntions or output which means we have to invest time into hacking other reports manually.
Read this authenticated review
April 27, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Unified customer view.
  • Budget - Overall support & license cost should be affordable for kick start at least.
  • Simple view for easy training of new employees (as new Shared Service center was created for us).
  • Automation lacking heavily.
  • Simple view becomes boring and less value once staff is trained.
  • Analytics is also on inferior side - Predictive section missing heavily.
Read this authenticated review
April 25, 2021
Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Very user friendly.
  • Easy logical flow.
  • We experienced very little technical issues.
  • There is a lot of missing functionality compared to Salesforce.
  • There are very limited reporting functions.
  • Mobile access on the go could be improved.
Read this authenticated review
April 23, 2020
Brittany Schwarz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Assign to different individuals internally.
  • Add multiple recipients to receive tickets.
  • Track work flow.
  • Communicate client facing and internally.
  • Search on a broad spectrum.
  • Allow upload images other than attachments.
  • View content within the email.
Read Brittany Schwarz's full review
April 10, 2020
Michael Jacobson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Freshdesk is pretty cost-effective compared to other programs.
  • It allows us to create and access canned responses for rapid answering.
  • It's easy to assign emails to team members or for them to assign to management.
  • In the general inboxes, we can assign emails to team members and ourselves, but then those emails remain in the general inbox instead of coming out, which can cause confusion/duplicate work.
  • The analytics seem to count only answered tickets, whereas if we work a ticket that doesn't require an answer (such as a spam or auto-reply), agents don't get credit for those.
Read Michael Jacobson's full review
February 26, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • One thing it does well is it is pretty easy to use, without being too complicated. Most IT staff will be able to navigate around the program, without really having to consult the documentation on how to use.
  • The general layout of the program is very good, with easy to use Filters, and a choice for the IT user to display a certain layout for all the requests on the page. They can choose between the table view and card view, with each having its advantages.
  • Being that it's a web-based program, there has not really been too many instances (actually very few) in which the program has crashed or locked up. It generally works very well on a daily basis.
  • One improvement can be is the integration between Freshdesk and Outlook. One feature that would be nice to have is drag 'n' drop functionality between dragging attachments from Outlook directly into a Note in Freshdesk. Currently, there is not this capability.
  • Another improvement can be in being able to modify default roles, without having to create a whole new role, then assigning permissions. Especially, if you are looking at changing one or two things in a default role, this can save time with being able to do it within the default role
  • It would be nice if there was the ability to delete the reply to the email address (if needed) when replying to someone within a note. Occasionally, you may intend to send the reply to someone else (and not the individual that shows in the To: field), but currently, there is not a way to delete this.
Read this authenticated review
January 23, 2020
Jose Quintero | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Review Source

Pros and Cons

  • Social Media Integration. Freshdesk is very robust in natively integrating with Facebook and Twitter, and the setup process is very easy and even assisted by Freshdesk's tutorials.
  • Ticketing Automation. You can automate Freshdesk's tickets in three main ways: upon creation (via Dispatch'r rules), on given periods of time (Supervisor rules), and upon given events such as a change in a ticket (Observer rules). You can also create Skills for automatically routing tickets to specific agents or teams. All this gives you a lot of flexibility for your business workflows.
  • Third-party integration. Freshdesk has an API for integrating with most third-party applications that use such interface and has its own marketplace for common, commercial and ready-to-use integrations with leading business apps such as Google Drive, Dropbox, MailChimp, Asterisk CTI, Skype and more.
  • Multiple Product Portals. If you require different web portals for different products because of their specific needs, you don't need different Freshdesk accounts for each one; just create a portal for each one, even assigning them their different URL landing pages, agent teams and default email addresses (just as if they were different FD accounts altogether), and manage them from a single place.
  • Reporting. Freshdesk has several built-in reports for analytics, productivity and customer success, however, the process of creating a new one totally customized is a little steep, although you can parametrize the included ones of course.
  • More social interaction. Today's trending and mainstream social media are Facebook and Twitter, but other alternatives such as Instagram and LinkedIn are growing in customer's choice as means of communicating with their external customers. Freshdesk does not provide a native integration with these social apps.
Read Jose Quintero's full review
January 16, 2020
Jennifer Hess | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
  • The login solution drives me nuts. As an Agent, I have to login at a separate domain than my branded portal, which is confusing for new team members and adds several steps to the login process. This is particularly cumbersome when trying to use 3rd party integrations that require Freshdesk login (like Shift App for Gmail).
  • Integration with Asana is clunky and doesn't allow for easy use when there are a lot of clients/projects in Asana, so we end up just manually adding tickets as tasks in Asana.
  • A style refresh to the client-side portal would be great. It's a bit clunky and even with customizations, the default solution feels a bit dated.
Read Jennifer Hess's full review
January 14, 2020
Isidoro &quot;Roy&quot; Jovero | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • It is a full-service system that provides the same, if not more, power as Zendesk, HelpScout, etc.
  • Queue view is easily customized
  • Ticket merging could be a little confusing to use
  • Unless things have changed recently, Pending tickets don't show up if you use the All Unresolved view
Read Isidoro "Roy" Jovero's full review

Feature Scorecard Summary

Organize and prioritize service tickets (4)
9.0
Expert directory (3)
8.4
Subscription-based notifications (3)
8.4
ITSM collaboration and documentation (4)
7.6
Ticket creation and submission (4)
9.3
Ticket response (3)
9.7
External knowledge base (3)
8.7
Internal knowledge base (4)
7.9
Customer portal (3)
8.4
IVR (1)
3
Social integration (2)
7.6
Email support (4)
9.8
Help Desk CRM integration (4)
8.3

What is Freshdesk?

Freshdesk is a SaaS based customer support software for businesses of all sizes. The vendor's value proposition is that Freshdesk is priced affordably, and is free forever for any number of agents. There are four other plans available that come with a whole lot of features.

The vendor says Freshdesk is easy to use and takes little time to get started with. Further, it is configurable and customizable. For example, Freshdesk includes a gallery of themes to choose from, and the ability to automate workflows and manage escalations.

Also, Freshdesk uses integrated game mechanics to approach support tickets as chances for agents to score points. Support managers can even set up quests for agents to complete specific tasks like filling up the knowledge base, etc. Freshdesk aims to provide its own customers with great support free of cost via email, twitter, or phone.

Freshdesk Features

Self Help Community Features

Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A

Multi-Channel Help Features

Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration
Additional Features
Has featureCustomizable ticketing, with automations galore
Has featureMulti-channel support capabilities: phone, email, chat, Twitter, Facebook, in-app, forums, widgets.
Has featureGamified system with points, leaderboards and quests
Has featureIntegrations with over 100 business applications

Freshdesk Screenshots

Freshdesk Video

Freshdesk Overview Video

Freshdesk Integrations

Freshdesk Competitors

Freshdesk Pricing

Starting Price: $15

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No
EditionPricing DetailsTerms
SproutFree
Blossom$15.00Per Agent/Per Month (billed annually)
Garden$35.00Per Agent/Per Month (billed annually)
Estate$49.00Per Agent/Per Month (billed annually)
Forest$99.00Per Agent/Per Month (billed annually)
Estate Omnichannel$79.00Per Agent/Per Month (billed annually)
Forest Omnichannel$139.00Per Agent/Per Month (billed annually)

Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Freshdesk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Freshdesk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Countries:Worldwide

Frequently Asked Questions

How much does Freshdesk cost?

Freshdesk starts at $15.

What is Freshdesk's best feature?

Reviewers rate Email support highest, with a score of 9.8.

Who uses Freshdesk?

The most common users of Freshdesk are from Small Businesses and the Information Technology & Services industry.