Freshdesk Reviews

Pros

I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Cons

Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

Many Many more features, great consolidation of my client base.

Switched From

Spiceworks

Reasons for Switching to Freshdesk

More features and better pricing than Zendesk.

Pros

Easy to use: Freshdesk has a user-friendly interface that makes it simple for both customers and support agents to navigate and use the software without much hassle.Multichannel support: It allows you to manage customer inquiries and issues from various channels like email, phone, chat, social media, and more. This helps you provide support through your customers' preferred communication methods.Ticket management: Freshdesk organizes customer queries into tickets, making it easy for support agents to track, prioritize, and manage them effectively. This ensures that no customer issue gets overlooked or lost.Automation and workflow: It offers automation features to streamline repetitive tasks and workflows. You can automate ticket assignment, categorization, and even responses, saving time and increasing efficiency.Knowledge base and self-service: Freshdesk allows you to create a knowledge base where customers can find answers to common questions and troubleshoot problems on their own. This reduces the number of support tickets and empowers customers with self-service options.

Cons

Learning Curve: Freshdesk can be a bit complex for new users. It may take some time to fully understand and utilize all its features effectively.Limited Customization: While Freshdesk offers various customization options, it may have certain limitations when it comes to tailoring the software to specific business needs. This can be a drawback for companies with unique or specific requirements.Price: Depending on the features and number of agents required, Freshdesk can be relatively expensive compared to other customer support software options. This can be a disadvantage for small businesses or startups with limited budgets.Integration Challenges: Integrating Freshdesk with other software or platforms may sometimes require technical expertise or additional resources. It might not be as straightforward as desired, leading to potential difficulties in achieving seamless integration.Reporting and Analytics: While Freshdesk provides reporting and analytics features, some users find the reporting capabilities to be limited in terms of advanced customization and data visualization options. This can make it challenging to gain deep insights into customer support performance.

Pros

The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations.

Cons

Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients.

Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing.

Alternatives Considered

Salesforce Service Cloud, Help Scout, HubSpot CRM and Zendesk Suite

Reasons for Choosing Freshdesk

We switched as Intercom did not offer SLA tracking and merging of messages, resulting in losing track of important client issues.

Switched From

Intercom

Reasons for Switching to Freshdesk

* It offered better SLA tracking than the alternatives. * The setup was much easier than Salesforce. * Their client management was better than what Help Scout could offer at the time. * The Sales team/CSM team was much better than Zendesk during our first interactions.

Pros

Freshdesk is a simple system for handling customer service requests. It has a user interface that is easy to use, and its extensive feature set, which includes support for many channels, automation, and reporting, makes it a complete solution.

Cons

The platform is occasionally slow, and it may use better integration with other programs. Support metrics may be monitored and data-driven choices can be made with the help of Freshdesk's extensive reporting and analytics features.

Pros

The thing I liked most about Freshdesk is how easy it is to use. The interface is clean, intuitive, and well-organized, making it a breeze for our team to navigate and access the various features. It didn't take long for everyone to get the hang of it, even new team members found it user-friendly.One of the standout features that had a significant impact on our customer support operations is the robust ticket management system. It allows us to effectively track, categorize, and prioritize customer inquiries. With automation and workflow rules, we were able to streamline our processes and ensure that tickets are assigned to the right team members promptly. This helped us prevent any tickets from slipping through the cracks and improved overall customer satisfaction.Another aspect that impressed us was Freshdesk's ability to provide multichannel support. It handles customer queries from various communication channels, including email, phone, live chat, and social media platforms. The unified inbox feature brings everything together, making it easy for our agents to respond promptly and consistently across different channels. This helped us maintain a cohesive and seamless customer experience.Lastly, the integration with our existing business was a smooth process. Freshdesk seamlessly integrated with our CRM system, allowing us to have a comprehensive view of our customer interactions.

Cons

While Freshdesk has been a great asset for our customer support operations, there are a few areas that could use improvement.One aspect that could be enhanced is the reporting and analytics features. Although Freshdesk provides some reporting capabilities and customizable dashboards, we found that the options for advanced analytics and customization were somewhat limited. We would love to have more in-depth insights into our support performance and the ability to create more tailored reports.Another area where we felt Freshdesk could improve is in social media integration. While it supports social media channels for customer communication, we found that the integration with social media platforms could be more robust. Having more advanced social media monitoring and engagement features within the software would help us effectively manage and respond to customer inquiries on those channels.Additionally, we encountered a few challenges when it came to configuring certain settings and workflow rules in Freshdesk. Some of the more advanced configuration options required a bit of trial and error to set up correctly. It would be beneficial if Freshdesk provided more intuitive and user-friendly interfaces for these advanced settings to simplify the configuration process, especially for non-technical users.

Pros

Freshdesk is a powerful and intuitive customer support software that offers a wide range of features, including ticketing, automation, collaboration, and reporting. The platform's easy-to-use interface and customization options make it ideal for businesses of all sizes and industries. The mobile app is also a helpful feature for on-the-go customer support.

Cons

One downside I experienced with Freshdesk is that the pricing can be on the higher side for some businesses, particularly those with a large customer base or high volume of tickets. Additionally, some users have reported that the reporting and analytics features could be more robust.

Alternatives Considered

Help Scout and Zoho Desk

Switched From

Zendesk Suite

Pros

Ease of access with the client at any time and any place and solving problems as quickly and as reliable as possible

Cons

It needs to add features, for example, distributing problems to the majority of workers so that everyone can work at any time and in less time

Pros

I have been using Freshdesk for several months now, and I can confidently say that it is one of the best customer service software I have ever used. Its user-friendly interface and efficient features have made my job much easier and faster.

Cons

there are a few areas where Freshdesk could improve. For instance, the reporting feature could be more detailed and customizable. Additionally, the mobile app can be a bit slow at times, and it would be great if it could be more responsive.

Pros

Freshdesk offers support for multiple channels, including email, phone, social media, and live chat, which can help office workers to manage customer inquiries more efficiently.

Cons

Freshdesk can sometimes have issues with integrating with other software, which can be a frustration for office workers who need to use multiple tools.

Pros

i can chat and view all the task with the consumer by live chat in this apps

Cons

all feature are going well and there is no eror

Pros

Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.

Cons

The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference.

Here are a few basic examples:

1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank.

2) Only the custom fields with drop down lists can be used as triggers for automations.

Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution.

Overall though, it makes my job a lot easier.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

TP is really good for development projects, but it makes absolutely no sense when it comes to giving decent customer support. No SLAs, no prioritization, no notifications, no automations.

Switched From

Targetprocess

Reasons for Switching to Freshdesk

The price mostly. While Zendesk had cheaper plans, the Freshdesk plans had more features for the same price. Zendesk overall had a few more features, but we would have never used most of them anyway and Freshdesk seemed easier to configure and customize and it looked better in my opinion. The ticketing systeme is just great. Everyone asked was talking about Zendesk, yet I found it somewhat underwhelming.

Pros

Software is very clear and easy to use. A new user would require minimal training.
All latest ticketing ideas and features are already implemented.
There is constant development and you can see the changes every day without affecting the existing functionality though.
Great staff mentality and customer approach.

Cons

Some times users are a bit confused, but I guess this is normal when someone enters a new platform.
There are some hidden features that should be available on the administrator menu in my opinion.
The parent-child feature should be more flexible.

Alternatives Considered

Teamwork Desk and Zendesk Suite

Reasons for Choosing Freshdesk

We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.

Reasons for Switching to Freshdesk

Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.

Pros

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

Cons

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.

Alternatives Considered

Zoho Desk, HubSpot CRM and Zendesk Suite

Reasons for Choosing Freshdesk

We suddenly had more tickets than we could handle using only email.

Switched From

Gmail

Reasons for Switching to Freshdesk

Because of the price and it seemed like the most well rounded of the bunch.

Pros

Easy of access to manage tickets and knowledge bases.

We use SSO so no one users have to worry about accounts. They can go through our SSO to elevate tickets and track the status of their tickets.

As an admin it's easy to manage the entire account.

Cons

There is nothing to not like about this software. Everyone has been pleased about it. Though we did have to use the automation to assign the agent when closing a ticket from the dashboard.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

It was not the right fit for our company and they did not provide the solutions we were wanting at the time.

Switched From

SysAid

Reasons for Switching to Freshdesk

We already have a portal in place and did not want to confuse our end users. Zendesk only allows you to have 3 layers in the KB and we did not want to have a long wall of categories.

Pros

Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you.

The interface is also very intuitive and even without any training your staff should be able to do the basics.

We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs.

Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice)

If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.

Cons

I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)

Alternatives Considered

JIRA Service Management and Zendesk Suite

Reasons for Choosing Freshdesk

Easy of use and setup. No server to maintain as it is a SaaS solution.

Switched From

Cherwell Service Management

Reasons for Switching to Freshdesk

Enjoyed the user experience and catered for all our needs

Pros

Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.

Cons

Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.

Alternatives Considered

Jira, Kayako and Zendesk Suite

Reasons for Switching to Freshdesk

After evaluating a number of alternative products, we ultimately chose Freshdesk because it offered the best combination of features, pricing, and overall user experience for our company, Freshdesk offers a wide range of features that are tailored to our specific needs, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, Also Freshdesk is more customizable as compared to other products we evaluated.Freshdesk's integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort, and this was a major factor in our decision to choose Freshdesk. Cost-Effective: Freshdesk's pricing plans were more cost-effective than some of the other alternative products we considered, which was an important factor for our organization. Positive User Experience: Our team had a positive experience during the evaluation process and we found Freshdesk to be user-friendly, which was also an important factor for our organization.

Pros

Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.

Cons

Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.

Pros

Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.

Cons

Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).

Pros

This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents.

I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways.

Generally speaking, this application has significantly improved our support desk efficiency.

Cons

I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts.

Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

Our old system would crash and we'd have semi-frequent downtime where we would not be able to respond to emails.

Pros

We definitively like a couple of things about Freshdesk. Even with the Free edition you have access to plenty of features. The portal can be customized: you can specify the colors of the colors theme, choose a font and also add your organization logo. You then can offer a branded helpdesk platform to your customers. All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). The solution can be online in only a couple of minutes.

We had to contact the Freshdesk support only once, and honestly we were really impressed by the way they handled our support request because we only have the free edition. The ticket was solved and closed in only a couple of hours. Great support service!

Cons

As we used the Free edition, we don't see any cons.

Pros

Centralized communication: Freshdesk allows businesses to centralize their communication channels, including email, phone, social media, and chat. This can help to improve response times, reduce confusion and improve the customer experience.Ticket management: Freshdesk provides businesses with a powerful ticket management system that can help to streamline workflows, automate routine tasks, and prioritize support requests.Multi-channel support: Freshdesk allows businesses to offer support to their customers across a range of channels, including email, phone, social media, chat, and more. This can help to improve accessibility and convenience for customers.Automation: Freshdesk allows businesses to automate routine tasks such as ticket routing, canned responses, and follow-up messages. This can help to free up time for support agents and improve efficiency.Reporting and analytics: Freshdesk provides businesses with a range of reporting and analytics tools that can help them to track key performance metrics, identify areas for improvement, and make data-driven decisions.Collaboration: Freshdesk provides support agents with a range of collaboration tools that can help them to work together more effectively and provide better support to customers.

Cons

Cost: Freshdesk can be expensive, especially for small businesses with limited budgets. While there is a free version available, it has limited functionality, and more advanced features require a paid subscription.Complexity: Freshdesk is a complex platform with a lot of features and options, which can make it overwhelming for new users. It may take some time to get familiar with the software and set up workflows that work well for your business.Customization: While Freshdesk is highly customizable, it can be difficult to configure and customize the software to meet your specific business needs. This can require technical expertise, which may be a challenge for some businesses.Integration: Freshdesk offers integrations with a range of third-party tools, but it may not integrate with all the tools your business uses. This can create additional work to manage multiple systems and workflows.Limited automation: While Freshdesk does offer some automation capabilities, it may not be enough for businesses with complex support processes. Some tasks may still require manual intervention, which can slow down support workflows.

Pros

1. Tickets - Tickets come as Tickets and are numbered which makes it easier to identify them
2. Viewing Tickets - there is an eye which will show when another user is Viewing the same Ticket you are viewing. That way you alert ⚠️ the other User from nor duplicating your work. One picks up a ticket ans identifies and Agent and Tixket number they picked or closed.
3. Search Feature- you can search by ticket number or by name of client and shows all your conversation history
4. Tixket alert- The system allows one to check issues not resolved and are flagged as Red
5. Freshdesk allows you to create your own Tickets and Emails
6. Dashboard - Freshdesk Dashboard helps to show progress of what you have achieved or not
7. Ability to attach files
8. Ability to create Canned responses
9. Ability to delete certain Tickets that are not useful to a User

Cons

I wish Freshdesk ca improve in the following:
1. The maximum amount of Gigs when attaching files is very small. If they can increase this, that would be useful
2. When creating emails on contacts: On To:- Tab, it is only one email that must written and Freshdesk ystem will not allow you to add several email addresses under To:- TAB option. If they can change that setting, it will be very helpful. I know on CC and BCC it is ok but TO option must still be changed
3. Formatting styles must changes. We have limited options on Freshdesk from Font sislze, styles to Colour. If they can see what Microsoft Word feature or Outlook looks like and work on that
4. When creating tables, they are not as presentable like the way we see on Outlook
5. Editing Tools are limited like Undo, Cut features, they may need to improve that to be user friendly. At some point I deleted my entire paragraph by mistake, if I did not know how to use the shortcut keys like Ctrl + Z to Undo , I would have wanted so much time re-typimg it again. 😔 So for new uses who have no such knowledge, they want to see an Undo feature somewhere.

Pros

The platforms permit businesses to customize their client associations by utilizing client information to tailor messages and warnings. This can assist fabricate more grounded associations with clients and increment commitment. Freshdesk is an astonishing stage for client assistance. It has permitted us to oversee client care demands rapidly and proficiently. We have had the option to effectively modify the stage to meet our particular requirements. The dashboard is not difficult to explore. The interface is very intuitive and even without any training your staff should be able to do the basics. Their live chat assists us with associating with our clients at a generally excellent base at once and resolving their inquiries within the space of minutes due to the live chat. FreshDesk is one of the most mind-blowing ticket management software, its knowledge base helped us massively. Furthermore, it is exceptionally simple to utilize, our staff can undoubtedly make tickets and we can tweak the fields for tickets.

Cons

Freshdesk can be costly for independent ventures. The expense increments as the quantity of clients and features increment, which can be a detriment for organizations with restricted spending plans. The platform can be very perplexing to set up and utilize, especially for private companies with restricted specialized assets. there should be greater adaptability with the features. The price tag goes up a lot with each leap, however, you may not require a full leap. I would make more features individually. Businesses might have to employ extra staff or look for external help to take advantage of the platform. A part of the components across different levels don't make as much sense. Support has been poor. Service can take a while to respond which can be inconvenient. Their helpdesk specialists never appear to grasp the issue. Reactions are seldom clear or accommodating. On the off chance that the system goes down, as it has done a couple of times, they quit taking the help line. They irrefutably will undoubtedly offer a workaround than a solution

Pros

Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.

Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls!

Cons

My only real problem had to do with Notification Alert Sounds. I wanted a way to use different new ticket alert sounds depending upon with the client, priority or assigned to me status so that I could walk away from my workstation and do other work in the computer lab but get a loud sound alert for critical new help desk tickets. A prompt response from the Freshdesk support team let me know that none of the major browsers support custom notification sounds in their API's, so there is no way to implement this at this time. (Hey Google Chrome & Microsoft IE teams: how about custom notification sounds in the next update release? Very useful for advanced users!)

Pros

What I like about freshdesk is that it has an excellent integration with Facebook, this is very important since many clients communicate through this platform, besides that it is a platform that manages all channels, emails, SMS messages and phone calls, This allows for better follow-up of clients by not having different platforms for each function. Freshdesk is a platform that has several tools to manage adequate customer service, automate the workflow and you can see the performance of these at once. through its metrics.

Cons

Something I don't like about your Freshdesk academy is that it doesn't have specific tutorials for any of its functions, this makes it somewhat complicated or takes a long time to find the solution to a problem with the platform, another thing that should be improved is the The way they give their reports, I need to have more integrations with other applications to keep up with other CRMs.