Page 3 of 9 Pros and Cons of Freshdesk 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

It would be hard to say anything about customer retention being increased by using Freshdesk, but it is likely helping in this area. Closing out their tickets promptly and well does make happy customers. The Twitter integration is not ideal, but it's a helpful tool when someone DMs you for help or …

Incentivized

Customer Satisfaction

In the years we've had Freshdesk, customer satisfaction has increased and remained at a high level.

Incentivized

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.

Incentivized

Customer Satisfaction

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

Incentivized

Customer Satisfaction

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

Incentivized

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. …

Incentivized

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.

Incentivized

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 …

Incentivized

Customer Satisfaction

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

Incentivized

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.

Incentivized

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 …

Incentivized

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.

Incentivized

Customer Satisfaction

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

Incentivized

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 …

Incentivized

Customer Satisfaction

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

Incentivized

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 …

Incentivized

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.

Incentivized

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 …

Incentivized

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.

Incentivized

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.

Incentivized

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 …

Incentivized

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 …

Incentivized

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 …

Incentivized

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 …

Incentivized

Customer Satisfaction

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

Incentivized

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

View all 13 features

Ticket creation and submission (142)
8.8
88%
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.
8.8
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 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).

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Comparisons

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Reviews and Ratings

(503)

Attribute Ratings

Reviews

(51-75 of 212)

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

April 07, 2023

Freshdesk, but not a fresh take.

Verified User

Employee in Customer Service

Retail Company, 11-50 employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

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 07, 2023

Should I buy Freshdesk App for CRM?

Carrie Sobers

Senior Customer Support Engineer Manager

PandoCorp PLC (Logistics & Supply Chain, 51-200 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Automation of Queue
Customised Dashboard
Customisation of ticket
System Generated and Custom Trend Analysis

Dashboard has provision to take 5 types of customer queue in a single dashboard.
Filter out list of tickets to execute the bulk action which need to be improved.
Forecast ticket traffic by AI System to give predictions to the User to work on the resources.

April 06, 2023

Awesome Freshdesk

Anuj Pal

Account Executive

Engagedly Inc. (Information Technology & Services, 201-500 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

merging tickets
showing another agent working or not
historical data
holding documentation

no proper time capture is available
you cannot keep record of time if you have taken any calls with clients
documentation should be shown in same page not in seperate

April 05, 2023

All in one Omnichannel service with FIRST CLASS support

Verified User

Manager in Customer Service

Retail Company, 51-200 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Support its customers
Have a great range of apps as add-ons if required
Canned responses saves time
Automations
Reporting

Co-Browsing needs improvement for the agent - pages do not display as they should

April 05, 2023

Easy to handle and broad range of features for efficient communication

Verified User

Project Manager in Other

Renewables & Environment Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

creation of individual ticket templates
detailed exports
creation of answer templates and canned forms
no bugs, rarely any technical issues, great support

Options to connect FreshDesk data with other systems, f.e. through APIs
more options for automation
lot of manual typing, upload of contact data should be possible to create/update multiple contacts at one

April 05, 2023

Freshdesk Fever

Wim Van Aelst

BPP Service Manager

FPS Economy (Government Administration, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

just sending an e-mail opens a ticket
attachments can easily be added to 'canned responses' (standard letters)
easy to get statistics
feedback can be easily asked after the ticket has been resolved

creating canned responses takes time since copying a word document always gives some errors in the layout, which needs to be corrected a bit with trial and error
once the name has been fixed of your site, it is hard to change it (a migration process needs to be agreed to copy the tickets, but portal info cannot be copied)

April 05, 2023

Freshdesk makes your email fresher than ever

Mahdi Hajji

Account Manager in Customer Service

Classy Updates (Retail, 1-10 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

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 Was Our First CMS, But It Was the Perfect Choice!

Verified User

Employee in Customer Service

Public Safety Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Easy to understand interface
Easy and fast to customize
Helpful knowledge base feature
Easy to scale

Improve the feature to categorize companies and create different access levels

April 03, 2023

It's been great!

Verified User

Analyst in Customer Service

Consumer Services Company, 51-200 employees

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Chat automation
Ticket Management
Analytics

Customization of dashboards within analytics

April 03, 2023

Freshdesk is a great learning tool for education

Roger Sheffield

Instructor (INFOSEC)

Job Corps (Education Management, 11-50 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Free.
Agent Management (Signatures, automatic emails)
Knowledge Base Articles

Merging Tickets
Multiple Agents per ticket

April 03, 2023

Freshdesk - Communicate, Track and Produce - Fresh as Can Be !

Verified User

Professional in Information Technology

Government Administration Company, 201-500 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

keeping track of communication
enabling management of a high number of requests / tickets
automation

The GUI could be improved - the information in the list view and columns dont "jump out" for you like they do with other products such as Jitbit
The canned responses needs to be improved for reliability and ease of use - too many clicks.
More integration with Teams and M365

April 03, 2023

Great Product to handle your support platform

Verified User

Director in Engineering

Health, Wellness and Fitness Company, 1-10 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Automation
Ticket Routing
API

Technical Support
Dedicated Support

April 03, 2023

Freshdesk Review

Verified User

Engineer in Engineering

Leisure, Travel & Tourism Company, 1-10 employees

Score 2 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Their customer support is really good - quick to respond and generally helpful.

User interfaces are complex at times and performance is clunky.
The license system can get really expensive for several users and a nightmare for smaller companies that do not always need multiple agents.

April 03, 2023

The Freshest Desk!

Kylie Bieze

Marketing Services Manager

Baird & Warner (Real Estate, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Links all tickets related to a user together to make the search easy
Ability to add watchers to a ticket — really keeps deadlines and visibility in the forefront
Ability to merge tickets together when they are a duplicate or similar request from the same user
Ratings!! We thrive on feedback from our ticket requesters so seeing what we've done well is a great boost to team moral.
Scenario automations and canned responses!! SO EASY!!

Easier implementation with freshcaller — syncing up voicemails with an internal ticket was a struggle (and is still being resolved) for a while

April 03, 2023

Freshdesk

Verified User

Employee in Information Technology

Non-profit Organization Management Company, 51-200 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Support
Training
Ease of Use

Growth Plan Features
Ability to hide login screen in the growth plan
Ability to turn off Freshdesk login within the custom sso template

April 03, 2023

Freshdesk Free

Andy Stephany

Tech Support Specialist

Morrison Homes (Building Materials, 51-200 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

customizable fields
Solutions
Reporting
Ticket creation sends an email as a reference to end user

Using the free version, I don't see any real need for improvements.
There are many things you can do with FreshDesk that sometimes we have to select several menu's about where to find the specific functionality.
Possibly you can add a live chat option as improvement.

March 31, 2023

Great organizational tool!

Verified User

Administrator in Other

Professional Training & Coaching Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Assigns tasks - Can assign to individual but also to Departments/Groups and Type of ticket
Notifications of new ticket assigned and any comments added to ticket.
Tracks how long it takes to resolve ticket
It also has good analytics for ticket usage.

I set up a report to automatically pull and send to my email, but it is not exactly right.
You can filter by Agent, but I wish we could sort by Agent
It would be nice if you were given and alert on priority in the email notifications

March 31, 2023

Cumbersome Long in the Tooth Tool with Extra Hoops to Jump Through for Account Management

Dave Lievense

Director of Product Engineering & IT

Her Campus Media (Computer Software, 51-200 employees)

Score 2 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Works well as a tradition top-down KB
Provides basic support tools
Has an integration with WordPress

The TERRIBLE account management structure created by "Freshworks" overhead
Seriously the whole Freshdesk/Freshworks structure is AWFUL
It creates NUMEROUS headaches for literally zero benefit

March 31, 2023

Prompt Support, Happy Customers

Verified User

Manager in Customer Service

Furniture Company, 51-200 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Automations
Performance metrics
Dispatching the tickets

To be honest, I couldn't find any

March 31, 2023

The Ultimate Information Technology Ticketing Platform

Matthew Poulton

System Admin

Geotek Inc (Chemicals, 501-1000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Notifications on Pending and Overdue Tickets.
Asset Management
Onboarding and Offboarding Features

Pricing Tiers Are a little Confusing

March 31, 2023

Freshdesk Review

Verified User

Account Manager in Information Technology

Medical Device Company, 11-50 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Ticket Management
Phone Calls
Chat Feature

Usability
Knowledge Base
APIs to other sites like Atlassian etc..
No code solutions to build customer support channels

March 31, 2023

Great low cost helpdesk ticketing system

Verified User

Administrator in Information Technology

Law Practice Company, 11-50 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

helpdesk ticketing
ticket tracking for age
subject matter tracking

quicker response from Freshdesk's help desk when we encounter an issue

March 31, 2023

Great Experience!

Verified User

Analyst in Customer Service

Computer Software Company, 11-50 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Pros and Cons

Options to organize tickets by priority, tags, date, etc.
Knowledge base is easy to use
Excellent customer support - quick response times

Certain settings/updates are not easy to find, and I've needed to contact customer support to get answers. I like to figure things out myself, so it can be frustrating when something isn't intuitive.
The ticket tags are slow to populate if a tag has previously been created.
Sometimes the emails customers receive when a ticket has been created confuses them.