Freshdesk Reviews

Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics

Limited flexibility for creating custom reportsSome features are only available in higher-priced plans

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

User-Friendly Interface: Freshdesk's intuitive interface made it relatively easy for our front desk and reservation teams to learn and adapt. The software's design is clean and visually appealing, enabling efficient navigation and quick access to essential features.Ticket Management: Freshdesk's ticketing system has greatly enhanced our ability to handle customer inquiries and support requests. Tickets are organized neatly, allowing us to prioritize and address them promptly. The automation features, such as ticket assignment and escalation rules, have streamlined our workflow and reduced manual effort.Knowledge Base Creation: Freshdesk's knowledge base functionality has been invaluable for our guests. We have built an extensive library of FAQs, policies, and helpful articles, empowering our customers to find answers to common queries independently. This has significantly reduced the load on our support team while ensuring guests have access to relevant information round the clock.

Learning Curve: While Freshdesk's user interface is intuitive, it did take some time for our team to fully grasp all the features and customization options. Initially, we encountered a learning curve as we familiarized ourselves with the software's capabilities and optimized our workflows accordingly.Reporting Capabilities: While Freshdesk provides some reporting features, we found that more advanced analytics and reporting options could have been beneficial. We would have appreciated deeper insights into customer satisfaction metrics and performance trends to further enhance our service quality.

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.

To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.

If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.

If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?

Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

The system is hosted and therefore does not require infrastructure in our hands, a great advantage. Also, there has been no inconvenience in that the system is not available to colleagues or clients. For the users, the experience is also very refined. Clients have told me that it is very easy to start cases, get new updates and observe the condition of all cases. From a practitioner's perspective, Freshdesk is highly prepared for the full range of tasks that a support professional performs on a regular basis. The group that created the user experience (or, rather, the one that designed it) spent extensive time in conversation with support users.

The Freshdesk community/ecology as it develops is still for a limited amount of time. Several, but not all, of the core applications have blends, but you need to be thoroughly briefed on the list of blends that has been made public to make sure that the planned blends are relatively simple to implement.

The ability to run reports detailing the time it takes to resolve tickets, the number of times the first call is resolved, the rate at which tickets are closed, the degree to which SLA targets are being met, etc., is a big plus. This would serve to showcase to my superiors the amount of accountability that was being assumed. Then, we could have evidence that it was quantifiable to contribute improvements. Incorporating gamification elements into the agents' routine was one of the most important features that drove Freshdesk's success for us. It forged a friendly competition among principals to exhibit good performance and take pride in their overall ratings.

I wish there were more "walkthroughs" or gamification apps that could be used on techs that are ready. Integrated goals are beneficial, however, Freshdesk only has 4 of them. The cost is high for the "Estate" category at some companies. I have had difficulty with senior managers due to the high investment and they suggested we use a program with a one-time purchase option rather than a service or subscription. Occasionally, a customer responds that they will create a new claim. This could be due to Microsoft Exchange settings or it could be about the way the user responds. I wish Freshdesk could look at the ticket number in the subject line of the email and link it to the correct ticket.

What I liked most about Freshdesk is its user-friendly interface and comprehensive features. The platform is designed to be intuitive and easy to navigate, making it simple for both agents and customers to use. The ticketing system is well-organized and allows for efficient management of customer inquiries. Additionally, Freshdesk offers a range of useful features such as automation, knowledge base, and reporting tools, which enhance the overall customer support experience.

One aspect I liked least about Freshdesk is its pricing structure. Compared to some of its competitors, Freshdesk's pricing can be relatively higher, especially for smaller businesses or startups with limited budgets. While the platform provides value with its features, the cost may be a consideration for some organizations. Additionally, the learning curve for advanced customization and configuration options can be steep for users who require extensive customization.

One of the standout features of Freshdesk is its intuitive ticketing system. It allows businesses to efficiently manage customer inquiries, complaints, and requests in a streamlined manner. The ticketing system ensures that no customer query goes unanswered, and teams can easily prioritize, assign, and track tickets to provide timely and personalized responses.

One potential drawback of Freshdesk is that the pricing plans may be relatively higher compared to some other customer support software options on the market.

I found the most impactful features of Freshdesk to be its intuitive interface and automation capabilities. The product was easy to use and allowed for seamless integration with our existing business processes. The automation features, in particular, allowed for more efficient handling of customer inquiries and helped to streamline our support operations. Overall, I found Freshdesk to be a valuable addition to our customer support toolkit.

I have found that there are some features missing in Freshdesk that could be improved. For example, I wish there was a better way to categorize and organize tickets. I also found that some aspects of the product can be difficult to use, such as the reporting features which require a lot of customization to get the data I need. However, integration with our existing business processes was not difficult and we were able to set it up with minimal disruption to our workflow.

Freshdesk has been an excellent helpdesk solution for our business. The features it offers are highly impactful, especially the intuitive ticketing system and the automation capabilities. It has made our customer support process efficient and streamlined.

While Freshdesk is a great software overall, there are a few areas that could be improved. We found that some advanced reporting options were missing, which limited our ability to gain deeper insights into our support operations. Additionally, the initial setup process required some assistance to integrate with our existing business processes.

We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!

We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response

It's only 3 cons:

1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages

2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost

3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one

The knowledge base system provides a few options
Knowledgebase can be offered to your team and to your clients
The user controls allow for different users across platforms
Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets
Can send and receive emails from your inbox

The app is far the worst part of the product as it's buggy, unreliable and slow
Email management basics are missing or inefficient
The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary
The support teams are challenging to deal with and you have to repeat the same information over and over
Freshdesk lacks in its features when it comes to separating responses
The tool does not know how to override the from address when another agent is in vs. assigned
Filters are limited
The auto-reply detection does not work as tickets get created from auto replies all the time
Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.

We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Ease of business
Friendly Interface
Work Anywhere (App or Web)

FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios.
My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver.
It really seems like a lot of thought was put into creating this product.

One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used.
Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.

It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.

There are a few nice features when it comes to automation.

There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying.

In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.

Freshdesk is inexpensive. Provided you are playing a numbers game – you want to save money on inexpensive software, and do not value your own customers highly enough to purchase Zendesk – then Freshdesk may be the way to go.

Freshdesk is full of poor product design and poor engineering implementation. Features are shipped half-finished and then advertised and demonstrated to prospects. Bugs are everywhere. Features are difficult to use. The product is difficult to administer – even basic administration like user management is not intuitive.

It is the most disappointing software I have ever purchased.

- Creating, monitoring and finding specific information: EXCELLENT
- User interface is very fresh, intuitive and user friendly
- Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became.
- Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature.
- Mobile App is so easy to use across IOS and Android.
- Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution.
- Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.

Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk.

I would like to see a better integration with Xero Financial Software.

My favorite part about this software is the knowledge base. This has helped us immensely on our team. Certain parts of the knowledge base show up based on the company the user is associated with. This allows us to set up public tutorials, internal tutorials for our staff, then another section that just our internal help desk can use. It is also very user-friendly, our students and staff can easily create tickets and we are able to customize the fields for tickets. I don't use a lot of the features with phone and automated ticket assignment, but I can see how this would be useful for a larger organization. I honestly have no complaints and whenever I have a question or issue, support has responded and solved my issue quickly!

There was an issue with spam, but this seems to be prominent amongst other companies as well. They have just implemented a resolve with this and I have seen a decline, but it is not completely blocked yet.

Freshdesk gives us a fresh take on getting helpdesk support and updates. First of all, I love the fresh look and user interface. It is friendly and easy to create tickets and revisit the portal to get status updates.

It acts as a centralized hub for our support team in terms of collating all helpdesk items from multiple channels like email, voice calls, chat, etc. It is also easy to see who is assigned/acting on a ticket in order to avoid two staff working on the same ticket (too many cooks spoil the broth). Canned responses is also great since it saves us time from re-composing the same incident resolution for recurring problems (like the common concern of password reset, network/account access..etc).

Another thing is the reporting power of Freshdesk. We can churn out the performance levels of each helpdesk staff, even for the whole department. We can also generate reports to see the most frequent person/departments who request a lot of support, or which incidents turn out to be problems and for possible root cause analysis and resolution.

One more thing, is the all-important Service Level Management (SLA) which can be set up and managed well from within Freshdesk. SLA Performance reports can be easily downloaded and intuitive enough to be used for future IT strategy and planning.

The notifications can be a powerful tool for reminding the staff or triggering an action, however, Freshdesk can sometimes tend to flood the staff with all these notifications for example if a person is assigned a ticket and is also part of a group, the email sends at least twice. We'll have to look into how the setup for notifications can be more optimized.

We have been using this software for more than 2.5 years now in our company to assist our consultants, vendors and clients.
Freshdesk is a cloud based helpdesk system, which allows its users to resolve all day-to-day queries by generating tickets. This ticketing system works well internally and externally. Being a part of the HR Team, we receive approximately 20-30 tickets per day from our employees/Clients and other companies for assistance regarding pay, employment verification, employment letters, leaves etc. The employees send their queries to a common HR Group ID and then we allocate it to the concerned person within the team.
The Fresh desk support is implemented by the technical department of our company as well where the internal employees raise tickets in case of any technical issues.
The interface is easy to use and simple. It also provides guidelines and prompts for a new user, making it extremely easy to learn and start without much assistance. It provides the option to add a note to every ticket before closing it making it easier to know for the entire team that a ticket is closed. It also keeps a clear and manageable history of all the recently closed tickets. It also provides a feature to export a complete summary of the tickets group wise with categories and subjects, date of receipt and closure.
Freshdesk has an in-built contact directory for all internal employees making it easier to allocate copy or forward the tickets.

As per our existing needs, I do not see any cons. I am sure it offers more flexibility at higher prices but so far, it works well for us.

The interface clear and navigable, making it simple to switch from our old ticketing system. It's easy to work together on a single ticket, especially with the ability to create Private Notes visible only to agents. Email templates help speed things up, and time-based rules ensure that tickets don't sit idle too often. Also handy are the apps that allow you to expand some of the functionality or customize features.

While the ticketing features are handy, I've recently started delving into the "Solutions", aka knowledgebase. It's easy to format, and gives you some flexibility with HTML. I think we'll be able to leverage it for some very useful tutorials. In the meantime, we have a single page with a picture from The IT Crowd captioned "Have you tried turning it off and on again?"

Finally, I'd like to give kudos to FreshDesk support. They are very responsive, usually replying within a couple of hours. I don't think we've had a single ticket stay open (waiting for reply) for more than a day. As an example, another organization we support had difficulty getting outgoing email working. FreshDesk's DKIM service wasn't functioning properly, making it impossible for them to send mail from the tool. They identified the issue quickly, and were able to address the underlying technical issues in a satisfactory timeframe. Overall we haven't had many problems, but where we've had them, they got fixed or explained to our satisfaction.

Unfortunately, some of the explanations from support have been "That's available in a higher price bracket." We're on the "Blossom" level, the first paid tier, and some features that we'd find useful are only available in higher tiers that are cost-prohibitive for our two-person team. It'd be nice to have an a la carte menu to be able to add a few features for a few dollars, rather than nearly doubling our cost. Still, those features are "nice to have", not necessary, and we are functioning quite well despite their absence. I can definitely see how larger teams would benefit from them though, so I don't begrudge the tiers' mere existence.

There are a couple of weird things about the Solutions builder. I wish it was more of a "what you see is what you get" tool, though you do have the ability to preview your drafts before publishing the page. For example, I wanted include some footnotes, using superscript numbers in the text for indexing. This wasn't in the available formatting options, so I used the [much-appreciated] HTML editor. The problem is, the numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course the published page). This makes proofing cumbersome.

Comprehensive solution for customer support, with features including ticketing system, help desk portal, knowledge base, automation and analytics. Features include task creation & assignment, drag & drop organization for easy sorting & prioritization, filter options for quick searches & reports based on current status or due date range and an activity log to monitor user actions within the platform. We can customize the system according to your organizational needsEasy to use with a modern design and intuitive user interface. Extensive integration capabilities allowing you to connect Freshdesk with other business systems like Zendesk and Salesforce. It has a wide range of pricing plans available for businesses at every size or budget. Good customer service – their team is always responsive and helpful in finding solutions to any issue you might encounter.

No major issue found. Limited customization options – while there are plenty of customization options available within the software itself, it’s not possible to add custom code or scripts outside of these settings

As a user of Freshdesk, here are some of the things I would like most about the software:Ease of Use: Freshdesk is user-friendly and easy to navigate, which makes it simple for salespeople to manage customer inquiries and resolve issues.Integration: Freshdesk integrates well with other systems and processes, allowing for seamless and efficient management of customer interactions.Call Monitoring: Freshdesk's call monitoring capabilities provide valuable insights into the performance of customer service operations and allow for continuous improvement.Customer Support: Freshdesk offers excellent customer support, helping users to resolve any issues and maximize the benefits of the software.Reporting and Analytics: Freshdesk provides a range of reporting and analytics tools, allowing users to monitor key metrics and measure the effectiveness of their customer service operations.

As a user of Freshdesk, here are some of the things I would like least about the software:Limited Customization: Freshdesk has limited customization options, which can make it challenging for users to fully personalize the software to meet their unique needs.Steep Learning Curve: Freshdesk can have a steep learning curve, especially for users who are new to customer service software. This can make it difficult for some users to quickly become proficient in using the software.Pricing: Freshdesk's pricing can be relatively high compared to some other customer service software solutions on the market, which can be a concern for businesses operating on a tight budget.