Freshdesk Reviews

HelpDesk Support Specialist

Comments: Overall, I am quite happy as a user when it comes to Freshdesk. It is easy to grasp, and it notifies you promptly when new tasks are popping up. The Call Centre function is very reliable and easy to use, especially since the phone app is well maintained, meaning no calls are missed. It is very easy to log cases and to also search for said cases.

Pros:

Fresh Desk is very easy to use and to understand basically from day one. I also like the fact that it is very light which makes it run very fast, making our work very quick and reliable. Once you get the hang of it, you can practically solve all cases using just a few buttons on the keyboard.

Cons:

When there is a maintenance issue, causing Freshdesk to crash, there is no notification as to why this is happening and how long it will be down for. The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem. The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with bot-generated problem "solutions" that basically end with "please contact support".

Efficient Scalable Solutions for Customer Support Teams

Comments: Freshdesk has transformed the way we handle customer support. With automation features and ticket management, we can stay organized and respond on time to keep our customers satisfied. Freshdesk integrates perfectly with CRM solutions and other business platforms, thus centralizing customer information for much more personalized and effective service. It took some time to set up and get used to, but the productivity of our team over the long haul has been considerable along with the engagement with the customers, that said, Freshdesk formed almost seamlessly into part of our support toolkit as we scaled effectively while keeping customers happy.

Pros:

Freshdesk is notable for its easy-to-use interface and automated features, thereby simplifying our customer support process. With a robust ticketing system of the platform, we can effectively prioritize and manage customer inquiries, thereby minimizing response time and maximizing customer statistics. I also like the integration of Freshdesk with other business tools, such as CRM systems and e-commerce platforms - which have a few details and history about customers in one place. Reporting features provide valuable insights into team performance which help us focus on further improvement in support.

Cons:

While Freshdesk has a lot of features, somewhat it can be overwhelming to get started with the platform; especially for new team members who might take a little while to get used to all the options available. Some of the advanced customization options are slightly difficult to configure, so this may delay onboarding. Moreover, pricing becomes a factor as more features and team members are added which could become quite expensive for small businesses. However, it soon proves incredibly helpful as soon as the team acclimatizes.

Look out. They are increasing prices.

Comments: Product is actually ok, look into pricing!

Pros:

The product is ok, but suddenly they change the price with a huge increase!

Cons:

Huge price increase suddenly. HAving used the product for years they suddenly increase the price over 50%!

Fresh or Foul? Let's Dig In

Comments: Overall, Freshdesk is a solid or "fresh" choice for small to mid-sized businesses needing an intuitive, feature-rich helpdesk solution. Its strengths lie in ease of use, automation, and multi-channel support, though more complex needs may require upgrades or consideration of alternative platforms.

Pros:

The platform offers a robust ticketing system that consolidates customer queries from various channels like email, phone, chat, social media, and websites. Automation is another strength, allowing repetitive tasks to be streamlined, ticket categorization to be handled automatically, and issues to be prioritized efficiently. The pricing scale is sort of standard in terms of what other companies also offer.

Cons:

Reporting and analytics are limited in the lower-tier plans, and accessing more detailed insights requires upgrading to a more expensive plan. While the platform is generally easy to use, setting up advanced features and automations can be complicated, especially for beginners such as myself. Also Freshdesk’s support team is rather slow compared to other companies.

Alternatives Considered: Zendesk Suite

Reasons for Switching to Freshdesk: Pricing for Zendesk was just outright confusing.

Great Ticket Management Solution

Comments: Overall, my experience with Freshdesk has been very positive.
I’ve been using the platform for two years, and it has consistently helped improve our team’s efficiency in managing customer support.
The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable.
I also appreciate the detailed reporting features, which provide a clear overview of our support activities at the end of the year.
The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed.
While there are some limitations, like the inability to add static emails in the CC field and occasional challenges with the mobile app, these have not significantly affected my overall experience. Freshdesk is a reliable tool for managing customer support, and I would recommend it to other teams looking for an intuitive, all-in-one solution

Pros:

What I like most about Freshdesk is its robust ticket tracking system, which allows team leaders to easily monitor the progress of each ticket. At the end of the year, it's also very helpful to have a clear overview of the total number of tickets resolved. Additionally, the automatic reminder feature ensures that customers are notified if they haven’t responded to our emails, which helps maintain effective communication and reduces the chances of unresolved issues

Cons:

The only issue I've encountered is the inability to add a static email address in the CC field by default. This has been a bit problematic, as I sometimes forget to manually add my team’s email when sending emails to customers, which can lead to missed updates

Freshdesk could use a fresh look!!

Comments: Overall easy to manage articles and share with others.

Pros:

The ease of article and knowledge base creation and management.

Cons:

The outdated user interface and inability to privatize articles in the knowledge base.

Robust Zendesk Suite Alternative that I Highly Trust

Pros:

Freshdesk improves customer satisfaction by centralizing chat, email, phone and social conversations which helps resolve issues rapidly.

Cons:

I slightly dislike that Freshdesk is cloud-based and always require internet connection to use.

Freshdesk Review

Pros:

I’ve been using Freshdesk for a few years now, and it’s been a game changer for our support team. The automation features are fantastic—being able to set up workflows and triggers has significantly improved our response times. We also love the reporting and analytics tools, which provide clear insights into team performance and help us identify areas for improvement.

Cons:

There are a few areas where it falls short. First, the interface can feel overwhelming, especially for new users. Navigating through multiple tabs and settings is not as intuitive as I’d hoped.

Freshworks enhances ease of operations, reporting and analytic

Comments: There was no external support required to configure Freshdesk. We were able to start working after 20 min training. Freshdesk support is always with data and easily accessible.

Pros:

It helps to create ticket with most efficiently and ease and in very short period of time

Cons:

Sometime, it takes too much time to apply filter. And filter remove, and apply filter every time.

Great for our small support team

Comments: Freshdesk is my main ticketing system. We have a very small team, but it's easy to manage the workflow thanks to a clean UI and reliable notifications.

Pros:

Easy to mange tickets, track workflow with multiple agents, onboard new agents, and view productivity metrics.

Cons:

Spam filter can be overly aggressive, but as long as you stay on top of checking the spam inbox, it's not a huge deal.

Very practical. Simply adding innovation and superiority to your work.

Comments: Best tool and effortless services. Easy application and reliable outcome. Automation is real.

Pros:

Freshdesk is full of benefits. It is a user friendly software which has no limit on application especially handling workflows. Communication has its place in the software and it is easy to reach people at any time. It is the best software for ensuring customers are happy with your Services always.

Cons:

Freshdesk has no cons. I like everything about it. Truly appreciate.

Freshdesk CRM

Comments: I have used many CRMs and freshdesk is on the top of my favourites list, due to its user-friendly options, simple and customizable view and functions efficiency.

Pros:

The simple view and yet there are so many options and customizable fields available. Very user-friendly.

Cons:

The way the signature is created - it would be simpler if the signature image could be copied and directly pasted in the box.

Convenient and reasonably priced

Comments: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.

Pros:

We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.

Cons:

There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.

Freshdesk Review

Comments: Satisfied.

Pros:

Omnichanel dashboard is what I like. You'd see everything in this page, all the tickets including international you can also filter the tickets you want to check including tickets under your bucket.

Cons:

None so far. This tool only needs exploration and familiarity.

A great support platform for ensuring client success

Comments: A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept happy. Automated features across the platfrom are also incredibly helpful.

Pros:

It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.

Cons:

It's UI is a little outdated, but it looks like they're improving that constantly.

Instant access, effortless maintenance and maximum security

Comments: Brings centralization and customer inquiries management. Offers automation and great customer support.

Pros:

The fact that I don't have to install any updates since the latest version is automatically received on logging in. Resolving customer queries is made quick through automation. Browsing online reports in real time has improved our team's performance and customer satisfaction. Allows multichannel communication too. Cloud computing is most affordable with Freshdesk.

Cons:

Everything is pleasing. It is reliable and secure to work with. Launching and deployment was effortless for us.

Great service for use within small companies.

Comments: Overall we have enjoyed using fresh desk (Free) we do not plan to upgrade in the near future. Although we are looking at some of their other solutions

Pros:

Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with

Cons:

there is some limitations of the free plan. not major for our company

Fresdesk email management for Charity

Comments: This has a real positive impact on the charity and the ability to respond to customer emails, the overall process of using this significantly reduced response times and missed communications.

Pros:

All emails were managed centrally which gave a better customer experience, it was very easy to see unanswered emails and also what other people had responded with if they were on holiday to ensure that it was a consistent response

Cons:

the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got difficult to manage and expensive.

Empowered and well managed customer support application.

Comments: The available platform in reaching out customers it is our service desk as well when we need assistance. Effective engagement within the organization.

Pros:

It is available at all times and in real time access . Notifications are always available. Great customer support and insight for surveys and feedback. Efficient and effective communication.

Cons:

It's the best in all customer services it was easy to set up and customize our signature.

A Great CSS

Comments: My experience is very positive, with no lag, great versatility, and performs perfectly for our needs.

Pros:

It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance.

Cons:

The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software.

Freshdesk all in one review

Comments: I love this software as it is smooth running and customer service is top notch and it makes my job so much easier than ever,I just would like upgrade asap so that i can have the fulll feel of the platform.

Pros:

To be in the free tier is nice and convenient in a way that smaller customers can have a long term feel for the system and get to know how it works and get familiar with the system and platform.

Cons:

That the High -end analytic is only available in BETA mode and that to get to higher tiers one need to upgrade pricing plan.

Kiddo smiles 😀

Comments: The experience is good with fresh desk.

Pros:

It is very easy to raise the complaints and get it resolved sooner for customer satisfaction. It is easy to track the details entered in it.

Cons:

While logging in I always had tough time with captchas and also it used to get logged out fast.

Great IT Ticket System

Pros:

We have been using Freshdesk for years and a very satisfied with how it works and its API functionality with other platforms.

Cons:

There are a couple of automations we would love to use but they simply do not exist in the platform.

Freshdesk for tech support

Pros:

Its a great platform to manage the client tickets and messages. It has built in option to reply back to client incidents as a tech support.

Cons:

The ticket status management is not efficient. Sometimes you can pile up a huge list of tickets which are irrelevant and stay as open.

Solid tool!

Comments: Freshdesk is a solid tool for organizing and managing tickets and workflows.

Pros:

Simple system for tracking tickets and updates.

Cons:

You have to be careful about replying to a ticket, so the member/customer does not see replies.