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What is Freshdesk?
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat, and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University, and DHL.
Who Uses Freshdesk?
Businesses of all sizes across the world trust Freshdesk to provide remarkable customer service.
Where can Freshdesk be deployed?
About the vendor
- Freshworks
- Located in San Mateo, US
- Founded in 2011
Freshdesk support
- Phone Support
- 24/7 (Live rep)
- Chat
Freshdesk pricing
Starting Price:
- Yes, has free trial
- Yes, has free version
Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$15.00/month.
About the vendor
- Freshworks
- Located in San Mateo, US
- Founded in 2011
Freshdesk support
- Phone Support
- 24/7 (Live rep)
- Chat
Freshdesk videos and images
Features of Freshdesk
Alternatives to Freshdesk
Reviews of Freshdesk
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".
The FreshDesk ticketing system is quite efficient
Comments: Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.
Pros:
Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.
Cons:
The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.
Freshdesk our customer service tool
Comments: My overall experience with Freshdesk is positive. It's easy to use, and it provides us with the options we need. However, it is a rather basic tool. If you have a large customer support team, you might find it insufficient for your needs.
Pros:
For me, a positive aspect about Freshdesk is that we have a clear overview if a user already sent a ticket to us before and for which questions. This helps us have a good overview. We can see who helped them before and any private notes we left on this matter.
Cons:
I think a point for improvement is the current possibility of AI. I think it would be great to have an option that after writing a response to a customer, AI will automatically check it for you and make it more clear. I did see they are starting with a BETA version for this, so fingers crossed that a finalized product will be added soon.
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.
We use Freshdesk daily to solve customer problems
Comments: Easy to pick up and use right away; minimal training required. I appreciate having a centralized location to view, manage, and reply to all of my tickets. It's a benefit if you can combine prepared replies with your own expertise.
Pros:
One of my favorite features of Freshdesk is the simplicity with which work can be assigned and prioritized. In addition, the availability of group filters makes Freshdesk a breeze to utilize with large numbers of groups. In addition, the interface is simple and uncomplicated, so creating tickets and monitoring their progression is a breeze. It's useful for managing tasks in customer service. Small businesses can benefit from using Freshdesk.
Cons:
The cost can add up quickly for organizations of a certain size. It's preferable to develop a desktop application rather than a mobile one; the mobile app's user experience could require some tweaking.
