softwareFreshdesk Software: Omnichannel SaaS-based Tool for Customer Support Reviews
13 Reviews
Overall Rating
4.4
13 Reviews
Rating Distribution
5
(6)
4
(6)
3
(1)
2
(0)
1
(0)
Satisfaction Score
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Overall Rating
4.4
13 Reviews
Rating Distribution
5
(6)
4
(6)
3
(1)
2
(0)
1
(0)
Satisfaction Score
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Filters
Industry
Provider Size
Time Used
Great customer support software
Great customer support software
Pros
In my experience Freshdesk is an excellent customer support software that offers several advantages. Firstly its intuitive interface makes it userfriendly even for nontechnical staff. This ease of use contributes to efficient customer support management. Secondly the software is highly customizable allowing businesses to tailor it to their specific needs. It supports various channels such as email phone chat social media and a selfservice portal enabling customers to contact us through their preferred means. Additionally Freshdesk promotes collaboration among support agents and other teams facilitating the resolution of complex customer issues. Lastly the insightful analytics and reporting provided by Freshdesk enable us to monitor our support team's performance and enhance customer satisfaction.
Cons
While Freshdesk is a great customer support software there are a few aspects that should be considered. Firstly the lowertier plans have limited customization options which may be a drawback for businesses that require more flexibility. Upgrading to access advanced features may be necessary. Secondly Freshdesk offers fewer integrations compared to some similar software options which might limit the extent to which it can be integrated into other systems.
Ease of use
8
Value for money
10
Customer Support
9
Functionality
8
Anonymous
N/A, 500+ employees
Mar 17, 2023
Review of Freshdesk Help Desk Software
Review of Freshdesk Help Desk Software
Pros
Freshdesk is an excellent tool for businesses aiming to streamline their customer support operations and provide an enhanced customer experience. Its userfriendly interface simplifies the management of customer support requests and tickets. The ticket management system allows for tracking and prioritizing support requests based on urgency and importance. Automation tools such as ticket routing and canned responses streamline the support process and reduce response times. Moreover Freshdesk offers integrations with other tools and services like CRM software and social media platforms facilitating support requests across multiple channels.
Cons
One drawback I have encountered is the difficulty of using the mobile app. It could be improved to enhance the user experience. Additionally there are limited options for WordPress and Slack integrations which may limit the flexibility for businesses that heavily rely on these platforms.
Ease of use
9
Value for money
9
Customer Support
7
Functionality
7
Munmun
Biotechnology, 101-500 employees
Mar 17, 2023
freshdesk
freshdesk
Pros
Freshdesk has been instrumental in managing all customer interactions from various channels in a centralized location. This has resulted in a consistent and seamless support experience leading to increased customer satisfaction and loyalty. The automation capabilities provided by Freshdesk have been particularly advantageous allowing us to automate repetitive tasks like ticket assignments and canned responses. This has saved us time and improved overall efficiency. Overall Freshdesk has proven to be a valuable tool for our customer support operations enabling us to provide better support streamline internal processes and enhance overall performance.
Cons
One aspect that can be challenging is the complexity of the reporting and analytics features. Creating and customizing reports can be cumbersome and unintuitive requiring some time and effort to extract the desired data. The reports themselves may also be difficult to understand and utilize effectively. Additionally while Freshdesk offers various features and integrations the options for customization are somewhat limited. We would appreciate more flexibility to tailor the software's interface and workflows to align more closely with our specific processes. Lastly while Freshdesk does offer a free plan for small teams the highertier plans can be costly requiring careful consideration of the costs involved.
Ease of use
8
Value for money
8
Customer Support
7
Functionality
7
Jovie
Internet, 51-100 employees
Mar 17, 2023
All tools for service ticket management and help desk
All tools for service ticket management and help desk
Pros
In my experience Freshdesk provides all the necessary tools for efficient service ticket management and help desk operations. It has helped me save valuable time in handling tickets and streamlining the flow of work orders. Closing tickets has become much easier with the software's userfriendly features. Additionally Freshdesk offers a good range of features at competitive pricing making it a costeffective solution.
Cons
While Freshdesk has proven to be a valuable tool I must admit that the initial implementation process was not as userfriendly as expected. It would greatly benefit new users to have better training videos available during the onboarding process. Improved onboarding resources can enhance the overall experience and ensure a smoother transition for new users.
Ease of use
7
Value for money
8
Customer Support
9
Functionality
8
Harsha
Real Estate, 11-50 employees
Mar 17, 2023
Quite powerful CRM for Email Management but still Improving
Quite powerful CRM for Email Management but still Improving
Pros
Freshdesk has proven to be a powerful CRM solution for managing email interactions. The system's rules and functionalities make it a robust tool for effective email management. It offers ease of use for basic actions and the ability to set rules that enhance its overall functionality. With Freshdesk our company can efficiently handle distribution lists with high email volumes and effectively balance the workload among our departments. The software also maintains a comprehensive record of all email correspondence including the actions taken and the responsible users or rules.
Cons
While Freshdesk is generally a good system there is room for improvement. It can become slightly complicated when multiple departments within our organization use Freshdesk together. For instance when another department is added to a ticket it doesn't create a new ticket for that department automatically. Instead we have to flip the ticket or go through parentchild ticketing which can be confusing for users who are not technologically savvy. This aspect could be made more intuitive and userfriendly to enhance the overall experience.
Ease of use
10
Value for money
10
Customer Support
8
Functionality
9
Haseeb
Transportation/Trucking/Railroad, 101-500 employees
Mar 17, 2023
A Complete Customer Service Solution
A Complete Customer Service Solution
Pros
Freshdesk has proven to be an invaluable tool for efficiently managing customer service requests. Its comprehensive feature set including multichannel support automation and reporting has greatly enhanced our customer service operations. Freshdesk's flexibility allows us to customize the platform to meet our specific needs ensuring a tailored solution for our company.
Cons
While Freshdesk performs admirably in most aspects there are a couple of areas where it can be improved. At times the software can be a bit slow which can affect productivity. Additionally better integration capabilities with other programs would be beneficial for seamless workflow and data sharing.
Ease of use
9
Value for money
9
Customer Support
10
Functionality
8
El?na
Cosmetics, 51-100 employees
Mar 17, 2023
Implementing Freshdesk for Customer Support
Implementing Freshdesk for Customer Support
Pros
Freshdesk has greatly enhanced our customer support processes enabling us to manage support requests more effectively. The platform's userfriendly interface has reduced response times and improved overall customer satisfaction. With its wide range of features such as automation ticket management and reporting Freshdesk allows us to streamline our support procedures. The platform's flexibility in integrating with various technologies including CRM platforms and social media sites makes it a suitable choice for businesses of all sizes.
Cons
While Freshdesk excels as a customer support tool it does have a few drawbacks. Firstly the cost may be a concern especially for larger companies dealing with a high volume of customer service inquiries. Secondly some users may find the software's workflow and user interface to be too basic lacking some of the advanced features found in other customer support systems. As Freshdesk is a cloudbased application data security and privacy can be a potential issue particularly for companies operating in regulated industries or handling sensitive client data.
Ease of use
8
Value for money
9
Customer Support
10
Functionality
9
Deependra
Research, 500+ employees
Mar 17, 2023
Excellent cloud-based customer handling solution
Excellent cloud-based customer handling solution
Pros
It offers a wide range of perfectly structured features like live chat, email, phone, and social media support channels. The software is simple to use and has innovative automation features that ensure tasks are completed swiftly and easily, improving both corporate operations and consumer experiences.
Cons
I believe that the cost of upgrading Freshdesks reporting tool is too high for individual agents and users. However, Freshdesk offers a free trial period that gives us the opportunity to test out their wide range of services before deciding whether or not to upgrade.
Ease of use
7
Value for money
7
Customer Support
9
Functionality
7
Shayla B
IT Services, 1001-5000 Employees employees
Feb 08, 2023
Effortlessly Easy: Uncomplicate Your Life with Our Straightforward Software
Effortlessly Easy: Uncomplicate Your Life with Our Straightforward Software
Pros
Freshdesk software is simple to use, configure, and implement. It provides vast and customized solutions for managing customer requests, issues, and synchronization with Freshsales (Freshworks), making our lives much simpler. The software manages knowledge bases in six different languages and is extremely user-friendly and simple to use. It aided us in progressively expanding the features that we had created ourselves in order to interact with our backend. In addition, we enjoy using tags for everything that does not have its own field (in relation to a ticket). We can easily filter and report on these tags. We depend extensively on tags to identify tickets in a variety of ways.
Cons
The softwares search feature might be expanded, and the filters on top of search phrases are fairly restricted. The solution is quite expensive, making it difficult for large enterprises to implement it. The software is prone to small flaws. Sometimes the dashboard does not load, leaving us with a gray screen. The technical support crew is terrible. They left us waiting for a long time before responding with the necessary remedies, which is rather disappointing. They should pay more attention to the client inquiries.
Ease of use
7
Value for money
7
Customer Support
7
Functionality
8
Dehlia B.
IT & Services, 100-499 Employees employees
Jan 13, 2023
Effortlessly tackle ticketing with ease!
Effortlessly tackle ticketing with ease!
Pros
As an IT manager, my job has been greatly simplified thanks to Freshdesk. Any complaints related to our products are professionally handled, and it has proven to be an excellent platform for managing our tickets. The employees are able to assist their coworkers without interrupting their own tasks. Freshdesk is really helpful in producing support alerts, resolution tools, and timely updates. Keeping track of all tickets and how they are handled creates a competitive environment, which actually improves the productivity of the support teams.
Cons
We receive a lot of tickets every day; thankfully, most of them are spam. But that raises a problem for us since Freshdesk does not have the ability to properly filter the emails. Spam should have never reached us, at least not at this frequency.
Ease of use
8
Value for money
9
Customer Support
8
Functionality
10
Mark S.
Information Technology and Services, 11-50 employees employees
Jan 13, 2023
Streamline your operations and soar to new heights of efficiency with Freshdesk!
Streamline your operations and soar to new heights of efficiency with Freshdesk!
Pros
Freshdesk is the only customer support management system that suits our needs. It keeps an accurate history log, which is very helpful. I have been able to measure every agent’s productivity as I have access to their daily activities, presented neatly as hourly breakdowns. It also highlights who has resolved the most problems or dealt with the tickets most quickly. I use this history to assess the strengths and weaknesses of my staff and train them accordingly. This also allows me to determine which of them is best suited to handle which ticket.
Cons
If there was a better way to send emails, I would have appreciated that. Group emailing is a nightmare currently and requires us to add every person individually if there’s ever a need for us to send a common ticket. We are currently managing it quite well, but it is still an unnecessary step we need to see removed. They have included the features a bit randomly. A package would include some of the features while others are available in another package. You need to be very careful about what features you want or youll end up paying extra for useless features.
Ease of use
9
Value for money
7
Customer Support
9
Functionality
8
Selena
Facilities Services, 11-50 employees employees
Jan 13, 2023
Unwrap endless possibilities with the all-in-one software that has everything you need!
Unwrap endless possibilities with the all-in-one software that has everything you need!
Pros
We have made Freshdesk our only go-to source to gather and resolve customer-reported concerns. Our previous software solution was a bit complicated, and the ease of use of Freshdesk was a big factor in our decision to make the switch. I have pushed the clutter aside and focused more on what’s important recently. As a result, no major complaint is left unattended, and our client satisfaction has gone up. The software is extremely reliable, and I genuinely can’t remember any crashes or downtime we had to face.
Cons
During the switch, there were some tickets that we needed to keep for future reference, and there was an option to migrate the entire database. However, that database only transferred the actual tickets and not the accompanying conversations that were part of those tickets.
Ease of use
9
Value for money
8
Customer Support
8
Functionality
10
Bob B.
Information Technology and Services, 11-50 employees employees
Dec 23, 2022
Probably the most responsive customer service software.
Probably the most responsive customer service software.
Pros
Freshdesk does what is expected from it, which is the greatest strength it has. I love how straightforward and simple it is to use. A newbie, much like me, would only need basic training to get started, and then you can learn as you go along. I researched the entire market before settling with Freshdesk. I can assure you that the most recent ticketing ideas and features are available here, so you won’t miss anything. And even if there’s something you wish was available, you can always contact the support team so that they can add the feature to their continual development program and start working on it.
Cons
It is a bit expected that switching to a new software can be difficult and thats what happened with us. Our users got fed up quite often and were on the verge of giving up. The customer support is very good, but the software implementation was still not easy for us. This has not affected the ease of use at all, in my opinion. And there are some features that should be hidden and should only be accessible via the administrator menu.
Ease of use
9
Value for money
8
Customer Support
9
Functionality
8
Harry H.
Maritime, 51-200 employees employees
Dec 23, 2022
Filters
Great customer support software
Great customer support software
Pros
In my experience Freshdesk is an excellent customer support software that offers several advantages. Firstly its intuitive interface makes it userfriendly even for nontechnical staff. This ease of use contributes to efficient customer support management. Secondly the software is highly customizable allowing businesses to tailor it to their specific needs. It supports various channels such as email phone chat social media and a selfservice portal enabling customers to contact us through their preferred means. Additionally Freshdesk promotes collaboration among support agents and other teams facilitating the resolution of complex customer issues. Lastly the insightful analytics and reporting provided by Freshdesk enable us to monitor our support team's performance and enhance customer satisfaction.
Cons
While Freshdesk is a great customer support software there are a few aspects that should be considered. Firstly the lowertier plans have limited customization options which may be a drawback for businesses that require more flexibility. Upgrading to access advanced features may be necessary. Secondly Freshdesk offers fewer integrations compared to some similar software options which might limit the extent to which it can be integrated into other systems.
Ease of use
8
Value for money
10
Customer Support
9
Functionality
8
Anonymous
N/A, 500+ employees
Mar 17, 2023
Review of Freshdesk Help Desk Software
Review of Freshdesk Help Desk Software
Pros
Freshdesk is an excellent tool for businesses aiming to streamline their customer support operations and provide an enhanced customer experience. Its userfriendly interface simplifies the management of customer support requests and tickets. The ticket management system allows for tracking and prioritizing support requests based on urgency and importance. Automation tools such as ticket routing and canned responses streamline the support process and reduce response times. Moreover Freshdesk offers integrations with other tools and services like CRM software and social media platforms facilitating support requests across multiple channels.
Cons
One drawback I have encountered is the difficulty of using the mobile app. It could be improved to enhance the user experience. Additionally there are limited options for WordPress and Slack integrations which may limit the flexibility for businesses that heavily rely on these platforms.
Ease of use
9
Value for money
9
Customer Support
7
Functionality
7
Munmun
Biotechnology, 101-500 employees
Mar 17, 2023
freshdesk
freshdesk
Pros
Freshdesk has been instrumental in managing all customer interactions from various channels in a centralized location. This has resulted in a consistent and seamless support experience leading to increased customer satisfaction and loyalty. The automation capabilities provided by Freshdesk have been particularly advantageous allowing us to automate repetitive tasks like ticket assignments and canned responses. This has saved us time and improved overall efficiency. Overall Freshdesk has proven to be a valuable tool for our customer support operations enabling us to provide better support streamline internal processes and enhance overall performance.
Cons
One aspect that can be challenging is the complexity of the reporting and analytics features. Creating and customizing reports can be cumbersome and unintuitive requiring some time and effort to extract the desired data. The reports themselves may also be difficult to understand and utilize effectively. Additionally while Freshdesk offers various features and integrations the options for customization are somewhat limited. We would appreciate more flexibility to tailor the software's interface and workflows to align more closely with our specific processes. Lastly while Freshdesk does offer a free plan for small teams the highertier plans can be costly requiring careful consideration of the costs involved.
Ease of use
8
Value for money
8
Customer Support
7
Functionality
7
Jovie
Internet, 51-100 employees
Mar 17, 2023
All tools for service ticket management and help desk
All tools for service ticket management and help desk
Pros
In my experience Freshdesk provides all the necessary tools for efficient service ticket management and help desk operations. It has helped me save valuable time in handling tickets and streamlining the flow of work orders. Closing tickets has become much easier with the software's userfriendly features. Additionally Freshdesk offers a good range of features at competitive pricing making it a costeffective solution.
Cons
While Freshdesk has proven to be a valuable tool I must admit that the initial implementation process was not as userfriendly as expected. It would greatly benefit new users to have better training videos available during the onboarding process. Improved onboarding resources can enhance the overall experience and ensure a smoother transition for new users.
Ease of use
7
Value for money
8
Customer Support
9
Functionality
8
Harsha
Real Estate, 11-50 employees
Mar 17, 2023
Quite powerful CRM for Email Management but still Improving
Quite powerful CRM for Email Management but still Improving
Pros
Freshdesk has proven to be a powerful CRM solution for managing email interactions. The system's rules and functionalities make it a robust tool for effective email management. It offers ease of use for basic actions and the ability to set rules that enhance its overall functionality. With Freshdesk our company can efficiently handle distribution lists with high email volumes and effectively balance the workload among our departments. The software also maintains a comprehensive record of all email correspondence including the actions taken and the responsible users or rules.
Cons
While Freshdesk is generally a good system there is room for improvement. It can become slightly complicated when multiple departments within our organization use Freshdesk together. For instance when another department is added to a ticket it doesn't create a new ticket for that department automatically. Instead we have to flip the ticket or go through parentchild ticketing which can be confusing for users who are not technologically savvy. This aspect could be made more intuitive and userfriendly to enhance the overall experience.
Ease of use
10
Value for money
10
Customer Support
8
Functionality
9
Haseeb
Transportation/Trucking/Railroad, 101-500 employees
Mar 17, 2023
A Complete Customer Service Solution
A Complete Customer Service Solution
Pros
Freshdesk has proven to be an invaluable tool for efficiently managing customer service requests. Its comprehensive feature set including multichannel support automation and reporting has greatly enhanced our customer service operations. Freshdesk's flexibility allows us to customize the platform to meet our specific needs ensuring a tailored solution for our company.
Cons
While Freshdesk performs admirably in most aspects there are a couple of areas where it can be improved. At times the software can be a bit slow which can affect productivity. Additionally better integration capabilities with other programs would be beneficial for seamless workflow and data sharing.
Ease of use
9
Value for money
9
Customer Support
10
Functionality
8
El?na
Cosmetics, 51-100 employees
Mar 17, 2023
Implementing Freshdesk for Customer Support
Implementing Freshdesk for Customer Support
Pros
Freshdesk has greatly enhanced our customer support processes enabling us to manage support requests more effectively. The platform's userfriendly interface has reduced response times and improved overall customer satisfaction. With its wide range of features such as automation ticket management and reporting Freshdesk allows us to streamline our support procedures. The platform's flexibility in integrating with various technologies including CRM platforms and social media sites makes it a suitable choice for businesses of all sizes.
Cons
While Freshdesk excels as a customer support tool it does have a few drawbacks. Firstly the cost may be a concern especially for larger companies dealing with a high volume of customer service inquiries. Secondly some users may find the software's workflow and user interface to be too basic lacking some of the advanced features found in other customer support systems. As Freshdesk is a cloudbased application data security and privacy can be a potential issue particularly for companies operating in regulated industries or handling sensitive client data.
Ease of use
8
Value for money
9
Customer Support
10
Functionality
9
Deependra
Research, 500+ employees
Mar 17, 2023
Excellent cloud-based customer handling solution
Excellent cloud-based customer handling solution
Pros
It offers a wide range of perfectly structured features like live chat, email, phone, and social media support channels. The software is simple to use and has innovative automation features that ensure tasks are completed swiftly and easily, improving both corporate operations and consumer experiences.
Cons
I believe that the cost of upgrading Freshdesks reporting tool is too high for individual agents and users. However, Freshdesk offers a free trial period that gives us the opportunity to test out their wide range of services before deciding whether or not to upgrade.
Ease of use
7
Value for money
7
Customer Support
9
Functionality
7
Shayla B
IT Services, 1001-5000 Employees employees
Feb 08, 2023
Effortlessly Easy: Uncomplicate Your Life with Our Straightforward Software
Effortlessly Easy: Uncomplicate Your Life with Our Straightforward Software
Pros
Freshdesk software is simple to use, configure, and implement. It provides vast and customized solutions for managing customer requests, issues, and synchronization with Freshsales (Freshworks), making our lives much simpler. The software manages knowledge bases in six different languages and is extremely user-friendly and simple to use. It aided us in progressively expanding the features that we had created ourselves in order to interact with our backend. In addition, we enjoy using tags for everything that does not have its own field (in relation to a ticket). We can easily filter and report on these tags. We depend extensively on tags to identify tickets in a variety of ways.
Cons
The softwares search feature might be expanded, and the filters on top of search phrases are fairly restricted. The solution is quite expensive, making it difficult for large enterprises to implement it. The software is prone to small flaws. Sometimes the dashboard does not load, leaving us with a gray screen. The technical support crew is terrible. They left us waiting for a long time before responding with the necessary remedies, which is rather disappointing. They should pay more attention to the client inquiries.
Ease of use
7
Value for money
7
Customer Support
7
Functionality
8
Dehlia B.
IT & Services, 100-499 Employees employees
Jan 13, 2023
Effortlessly tackle ticketing with ease!
Effortlessly tackle ticketing with ease!
Pros
As an IT manager, my job has been greatly simplified thanks to Freshdesk. Any complaints related to our products are professionally handled, and it has proven to be an excellent platform for managing our tickets. The employees are able to assist their coworkers without interrupting their own tasks. Freshdesk is really helpful in producing support alerts, resolution tools, and timely updates. Keeping track of all tickets and how they are handled creates a competitive environment, which actually improves the productivity of the support teams.
Cons
We receive a lot of tickets every day; thankfully, most of them are spam. But that raises a problem for us since Freshdesk does not have the ability to properly filter the emails. Spam should have never reached us, at least not at this frequency.
Ease of use
8
Value for money
9
Customer Support
8
Functionality
10
Mark S.
Information Technology and Services, 11-50 employees employees
Jan 13, 2023
Streamline your operations and soar to new heights of efficiency with Freshdesk!
Streamline your operations and soar to new heights of efficiency with Freshdesk!
Pros
Freshdesk is the only customer support management system that suits our needs. It keeps an accurate history log, which is very helpful. I have been able to measure every agent’s productivity as I have access to their daily activities, presented neatly as hourly breakdowns. It also highlights who has resolved the most problems or dealt with the tickets most quickly. I use this history to assess the strengths and weaknesses of my staff and train them accordingly. This also allows me to determine which of them is best suited to handle which ticket.
Cons
If there was a better way to send emails, I would have appreciated that. Group emailing is a nightmare currently and requires us to add every person individually if there’s ever a need for us to send a common ticket. We are currently managing it quite well, but it is still an unnecessary step we need to see removed. They have included the features a bit randomly. A package would include some of the features while others are available in another package. You need to be very careful about what features you want or youll end up paying extra for useless features.
Ease of use
9
Value for money
7
Customer Support
9
Functionality
8
Selena
Facilities Services, 11-50 employees employees
Jan 13, 2023
Unwrap endless possibilities with the all-in-one software that has everything you need!
Unwrap endless possibilities with the all-in-one software that has everything you need!
Pros
We have made Freshdesk our only go-to source to gather and resolve customer-reported concerns. Our previous software solution was a bit complicated, and the ease of use of Freshdesk was a big factor in our decision to make the switch. I have pushed the clutter aside and focused more on what’s important recently. As a result, no major complaint is left unattended, and our client satisfaction has gone up. The software is extremely reliable, and I genuinely can’t remember any crashes or downtime we had to face.
Cons
During the switch, there were some tickets that we needed to keep for future reference, and there was an option to migrate the entire database. However, that database only transferred the actual tickets and not the accompanying conversations that were part of those tickets.
Ease of use
9
Value for money
8
Customer Support
8
Functionality
10
Bob B.
Information Technology and Services, 11-50 employees employees
Dec 23, 2022
Probably the most responsive customer service software.
Probably the most responsive customer service software.
Pros
Freshdesk does what is expected from it, which is the greatest strength it has. I love how straightforward and simple it is to use. A newbie, much like me, would only need basic training to get started, and then you can learn as you go along. I researched the entire market before settling with Freshdesk. I can assure you that the most recent ticketing ideas and features are available here, so you won’t miss anything. And even if there’s something you wish was available, you can always contact the support team so that they can add the feature to their continual development program and start working on it.
Cons
It is a bit expected that switching to a new software can be difficult and thats what happened with us. Our users got fed up quite often and were on the verge of giving up. The customer support is very good, but the software implementation was still not easy for us. This has not affected the ease of use at all, in my opinion. And there are some features that should be hidden and should only be accessible via the administrator menu.
Ease of use
9
Value for money
8
Customer Support
9
Functionality
8
Harry H.
Maritime, 51-200 employees employees
Dec 23, 2022