4.5 / 5 316 reviews

Who Uses This Software?

Industries: Professional services providers, Real estate, Healthcare, Insurance

Average Ratings

316 reviews
  • 4.5 / 5
  • 4.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service
  • 4 / 5
  • 4 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
  • Training
    In Person
  • Support
    24/7 (Live Rep)

Vendor Details

  • Freshworks
  • Founded 2010

About This Software

Freshdesk is a helpdesk solution that offers everything you need to deliver exceptional customer service. Manage all your customer conversations in one place, no matter what the source - email, phone or social media, so you can offer support that is both personal and quick. Freshdesk is easy to use, so you can focus on what matters the most - supporting customers. With features such as best-in-class ticketing and smart automations, making customers happy has never been this easy.

  • Action Management
  • Agile Methodologies
  • Alerts / Escalation
  • Analytics
  • Appointment Management
  • Assignment Management
  • Automated Routing
  • Automatic Customer Notices
  • Billing & Invoicing
  • Budget Management
  • Case Management
  • Cataloging / Categorization
  • Client Portal
  • Collaboration
  • Collaboration Tools
  • Community Forums
  • Complaint Classification
  • Complaint Monitoring
  • Content Management
  • Contract / SLA Management
  • Contract Management
  • Corrective Actions (CAPA)
  • Cost-to-Completion Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Customer Segmentation
  • Customizable Templates
  • Dashboard
  • Data Management
  • Discussion Boards
  • Document Management
  • Escalation Management
  • FAQ
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gantt Charts
  • Guided Problem Solving
  • Help Desk
  • IT Service Desk
  • Idea Management
  • Inbox / Queue Management
  • Incident Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Kanban Board
  • Knowledge Base
  • Knowledge Management
  • Known Issue Management
  • Live Chat
  • Milestone Tracking
  • Multi-Channel Collection
  • Multiple Brands / Products
  • Percent-Complete Tracking
  • Portfolio Management
  • Prioritization
  • Project Management
  • Project/Product Planning
  • Quality Assurance Management
  • Recurring Issues
  • Resource Management
  • Rich Text Editor
  • Risk Management
  • Routing
  • Scheduling
  • Self Service Portal
  • Self-Learning
  • Sentiment Analysis
  • Social Media Monitoring
  • Status Tracking
  • Survey Management
  • Surveys & Feedback
  • Task Management
  • Testing / QA Management
  • Text Analysis
  • Ticket Management
  • Time & Expense Tracking
  • Traditional Methodologies
  • Trend Analysis
  • Trouble Ticketing
  • Work Order Management

Freshdesk Latest Reviews

Automatically translated. Show original review

Freshdesk Ticketing system and Chat

4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Our Current Challenges:
Manual & optional data entry with the current vendor
Under-utilized system with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency

Pros: 1> The major criteria of picking this was because Freshdesk had Freshdesk - RingCentral advanced integration, which will allow our telephony system to automatically create tickets on freshdesk.
Freshdesk automatically generates a support ticket once you finish a call on your RingCentral client. All relevant customer details are attached with the ticket.
2> Sync contacts to Freshdesk: We cpuld seamlessly access account history and context for every caller every time. Any new contact added to the RingCentral directory automatically syncs with the Freshdesk database and is associated with all existing tickets on file. 3> Automate support: We could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks including assigning tickets based on caller profiles, modifying caller properties. 4> We could create 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection. 5> We needed better reporting and root cause analysis of all our CSR calls and were doing it manually. Freskdesk dashboards served our purpose. 6> It was ITIL friendly which help integration of a company wide ticketing system. 7> Ticketing system plus Chat came at a lower cost than any other competition in the market.

Cons: 1> With regards to other telephony VOIP services like RingCentral and Vonage, they have a basic integration and is not extensive. If you would like to build a custom integration with any of the VOIP providers they need to have a SI (System Integrators) to build based on our requirements, which works.
2> Reporting can be more customization. Right now its very static and does not support NLP based reports.

Automatically translated. Show original review

Freshdesk makes support easier and at a very attractive price

5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features. We have a partner who uses Freshdesk. We asked them for their feedback. They told us that they were happy with the solution and it matched their requirements, even with the Free edition. In 2015, we were looking for a helpdesk platform, because our internal solution was outdated and our budget was tight. We look at the solutions available on the market. After a very quick try we were convinced about Freshdesk: it was adopted! The Free edition (Sprout) offered us everything we needed and it was so user friendly! Freshdesk helps us to save time and money as it automates the support ticket management process: customized support rules, automatic email notification, tickets queue management That's perfect for us and for our customers who use it for submitting support ticket.

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.