Freshdesk Reviews and Cloudswave Rating

  • 74

    Cloudswave Score for Freshdesk

    Rating based on 223 Critic Reviews

    52 Favorable reviews
    93 %
    4 Mixed reviews
    7 %
    0 unfavorable reviews
    0 %
  • Fantastic helpdesk, used by two departments in my org

    This is a simple to use, yet robust helpdesk platform that we currently utilize in two different departments within my org (IT and Maintenance), to make ticket creation and management simple. I also use this as an example when other helpdesk vendors ask me what it would take to get my business - if they can't at least match the features and price, there's no reason to have that discussion. We're customers of both the free and paid version (two separate helpdesks in use), but the introduction of both within my organization have been overwhelmingly received as positive, and our maintenance department sings its praises almost daily.

    Pros : Simple, fast, robust, it's got it all and then some. The per-agent license price is good if the free version doesn't meet your needs, and the interface is incredibly simple for end users.

    Cons : I wish there was a little more ability to edit things like the ticket creation form, where I could put a line of text above a field to help explain what is needed (something like, "please be detailed in your description", or "use your business email address"), but I expect that will be coming at some point.

    0 of 0 people found this review helpful

    Freshdesk is a great for startups and smaller companies

    I liked Freshdesk but I didn't think it was really scalable to a large enterprise - It is great for startups and new organizations I like how it was cloud-based, the huge plug in offering and 3rd party apps helps solve unique situations I also liked the IM and chat tools - helps address issues quickly. The social aspect was also very good - so you can reply to facebook twitter posts fast!

    Pros : Very straightforward and easy to use. Easy to customize and you can adjust

    Cons : Some forms can be cumbersome if you have a very complex issue or multi-layered issue. Customer support could be better. Really good value for the money.

    0 of 0 people found this review helpful

    Great helpdesk software for small businesses

    Freshdesk is a sound helpdesk package that is easily tailored and has been intergated into our website easily to provide our clients with a simple way of contacting us with any specific issues. The service provides issue logging and an easy to read dashboard so I can asses the state of our responses. Our team find it easy to use and the mobile app is also useful for dealing with issues on the move.

    Pros : Easily tailored Easy to use Simple and precise interface Mobile app

    Cons : Not much. My only concern could be scalability if we needed to upscale operations but that isn;t a liklihood at the moment.

    0 of 0 people found this review helpful
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  • FreshDesk - Great customer support and powerful ticket management solution

    Freshdesk Use Cases and Deployment ScopeWe use Freshdesk to help our clients become more customer centric and drive customer loyalty. It is used by our client's customer experience division as a ticket management tool across various customer touch points. It provides multi-lingual customer support which is a must for global companies. Also, it enables support across all the channels from a single solution. Various channels include email, phone, live chat, etc. It also supports integration with various social media management tools like Sprout Social and Hootsuite through which it is able to provide support through social mediums like Facebook and Twitter as well.

    Pros : The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets to agents depending on pre defined rules and sometimes even sends template responses for FAQs.Freshdesk truly provides omni channel support by accepting tickets from social media platforms like Facebook and Twitter. It is very important as social media is becoming a powerful medium for customers to express their views and thus important for businesses to keep an eye on customer

    Cons : Freshdesk still needs to support more social media platforms like LinkedIn and others as these have become an important medium to generate leads for the business.Although, Freshdesk is mainly a ticket management solution but I would love it if they could incorporate other features of a social media management solution like tracking what is being said about the business and responding to all the channels from within Freshdesk. This will help avoid the need to buy two solutions for any customer ce

    0 of 0 people found this review helpful

    Freshdesk plays well with others

    Freshdesk Use Cases and Deployment ScopeFreshdesk is being used as our firm wide customer support solution. It is the book of record for all our client service interactions. Having a product that is straightforward, easy to setup and to use, and also integrates well with other products is key for us.    

    Pros : Ready "out of the box", easy to set up and configure. Easy to add customized fields and process.Integrates well (plug and play) with popular products (JIRA, Salesforce).Their support is fantastic.

    Cons : I'd like to see some additional rules in the Dispatch'r. In particular allowing a rule on incoming user email for "not in contacts", etc. We don't want anything to get into Freshdesk via email from a user we don't have in our contacts.

    0 of 0 people found this review helpful

    Freshdesk is the Fresh-est way to Help Desk

    Freshdesk Use Cases and Deployment ScopeWe use Freshdesk as our help desk software. It is a single point of contact for all technical issues, problems, questions, or requests. We also use it to manage our information technology projects. It is only used in the IT department currently, but this could change in the future based on need. The staff uses it and likes it a lot. Other departments have come to us and asked if it could work for them as well. The main goal of using Freshdesk is to address the information technology issues as they arise. Secondary to that is the knowledge base. We use this to communicate information to our employees and users. 

    Pros : Setup is extremely easy. There could not be a quicker setup. They guide you through the entire process and the interface is very intuitive.Our users love the ability to send an email and create a ticket. We have also received feedback stating that they love that there is transparency during problem resolution. The customer portal shows the public information for the ticket that the user can log into and see the ticket with the notes. Another added benefit to this is the native chat feature. User

    Cons : There are times when a user replies that it creates a new ticket. This could be due to the Microsoft Exchange settings, or it could be the way that the user replies. I would like to see Freshdesk be able to see the ticket number in the subject line of the email and place it with the appropriate ticket.The pricing is a little on the expensive side for the Estate option for some companies. I have had problems with upper management seeing the cost and suggesting that we use a software with a one ti

    0 of 0 people found this review helpful
  • You have to love a free level of service that is as comprehensive as the basic plan Freshdesk offers its small business customers. Any small business could start at the free “Sprout” level and greatly improve their customer service experience for both agents and customers.
    International businesses can opt for paid plans that offer unique ways to respond to multi-national customer support issues.

    0 of 0 people found this review helpful
  • You have to love a free level of service that is as comprehensive as the basic plan Freshdesk offers its small business customers. Any small business could start at the free “Sprout” level and greatly improve their customer service experience for both agents and customers. International businesses can opt for paid plans that offer unique ways to respond to multi-national customer support issues.

    0 of 0 people found this review helpful
  • Freshdesk isn’t like any other helpdesk system on the market. First of all, it sells itself as a “Social Helpdesk”. That’s still pretty rare, even though we live in a world where social media is all over the place. This feature is not just “cool” or trendy, it’s actually very convenient, from a customer and support agent standpoint.

    0 of 0 people found this review helpful
  • Ease-of-use

    The interface and the way that users can send tickets is phenomenal. We're a Google Apps environment, so the Google login to register has been great.

    Functionality

    It tracks tickets and is simple for users to enter tickets and update them. We have no complaints.

    Product Quality

    There are no bugs at all thus far. Setup was a snap, and I like the knowledge base as well.

    Customer Support

    I've only called once, and they were fine. They are very friendly and helpful.

    Likes Best

    The interface is simple and elegant. Not even my users have complained about the change, and that unto itself is extraordinary. Registration using Google credentials makes signing up users a breeze.

    Likes Least

    The pricing is reasonable, but I always wish it were a bit lower. That is really the only complaint that I have, and it's a very small one. Also, I don't like the Captcha when registering. I hate Captchas.

    Recommendations

    Try Zendesk if you must, but I tried both, and this beat it hands down in my opinion. It's a really great help desk solution.

    0 of 0 people found this review helpful

    Freshdesk a intuitive, affordable solution that's a great fit for SMBs needing to support customers across multiple channels.

    0 of 0 people found this review helpful

    We've set up a couple of instances of Freshdesk for ourselves and our clients, and I continue to be impressed with the functionality vs ease of use. I've been mostly impressed by their customer service; not only have they reached out pro-actively when they see certain types of activity on the account but when I've had questions, they have always been quick to respond.

    The social integration of this product was very important to one of our clients.

    0 of 0 people found this review helpful
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  • What do you like best?

    Primary objective of having no server to maintain and constantly being up-to-date with the latest features and functionality, as and when development releases new updates were easily achieved with this.

    What do you dislike?

    It would be nice to have multiple ticket forms, available to different companies - Apparently due soon!

    0 of 0 people found this review helpful

    What do you like best?

    Freshdesk interface is slick and easy to use. My team of 10 was using it within 5 minutes. We killed off all old email group mailboxes, 2 other junk help desk systems and all hallway conversations. I also love the support and the fact that they are always interested in making their product exceed expectations. One of the best tools I've used. I'd put it right up there with Basecamp.

    What do you dislike?

    Not much I dislike. Sometimes the font can be varied on what you customize vs. what it sends. You also have to update you DNS. Not a huge deal.

    0 of 0 people found this review helpful

    What do you like best?

    Their website has all of the features you'd want in a help-desk ticketing system. Comparable packages from other vendors are in excess of 4x the cost. Beyond the cost savings, complex configurations are very simple to accomplish. Their developers have brilliant solutions to complex problems.

    What do you dislike?

    They are a new product going through rapid growth. They get no shortage of suggestions, but tend to answer "we have something coming soon" to most of them. We have a few "nice to have" requests that would be. . . . well. . . nice to have. By and large, there are no "must have" features that aren't already in there. We make heavy use of their API to manage take greater control of our help desk content and configuration.

    0 of 0 people found this review helpful
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  • There are solutions in our ecosystem that we need to write about on a regular basis. Freshdesk is one of them. This is because the solution is rapidly introducing new features. Combined with Freshdesk’s existing functionality roster, these changes make an excellent solution even better. I recommend you check out these changes and give them a try!

    0 of 0 people found this review helpful
  • My first impression of the public site is that this is clean and stylish, I feel reassured that I am dealing with a strong confident brand.

    0 of 1 people found this review helpful
  • FreshDesk is one of the best enterprise apps that I’ve used in the recent past. The app is pretty solid and would definitely help your product hit the desired level of customer satisfaction. With the ability to import data from other systems, and export it back again in case you wish to discontinue, the initial barrier is relatively less. I’d strongly recommend you give FreshDesk a try.

    1 of 1 people found this review helpful

    FreshDesk is one of the best enterprise apps that I’ve used in the recent past. The app is pretty solid and would definitely help your product hit the desired level of customer satisfaction.

    0 of 1 people found this review helpful
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