Freshdesk Reviews & Product Details

Freshdesk Overview

What is Freshdesk?

Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot, predictive support capabilities, and field service management. Over 150,000 customers including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, and QuizUp trust Freshdesk to help them provide stellar and seamless customer support.

Freshdesk Details
Website
Languages Supported
Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)
Product Description

Freshdesk is a cloud-based helpdesk software that streamlines customer conversations across multiple channels including email & phone. It enables faster collaboration with your support team for quick responses to your customer. With 150+ integrations, we make it simple for businesses to provide superior customer support. We are trusted by 100,000+ companies across different industries.

How do you position yourself against your competitors?

Freshdesk offers a unique blend of features required for teams of different sizes and industries to seamlessly deliver stellar customer service. Freshdesk also offers out-of-the-box features for proactive support, advanced reporting and analytics, field service management, and AI-powered chatbots.


Seller Details
Seller
Freshworks
Company Website
Phone
+1 (866) 832-3090
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
9,620 Twitter followers
LinkedIn® Page
www.linkedin.com
3,830 employees on LinkedIn®

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Freshdesk Reviews

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

From Freshdesk it is easy to access all the support ticket collections we have worked with even before starting our life cycle with this platform: ticket groups from other services such as Zendesk can be imported. Review collected by and hosted on G2.com.

What do you dislike?

The help center that Freshdesk allows us to configure to receive our customers does not offer so many tools when we need to automate the knowledge bases that are added. There are very few report templates. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

We recommend Freshdesk because we know that collecting the information from each support ticket that is managed in some report file is easier than with any other platform. Freshdesk is the best way to prioritize customer support. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We believe that Freshdesk is an excellent choice when working with customer billing processes (when sending payments and having to confirm them, mostly), and for working with any kind of container to store ticket data. Review collected by and hosted on G2.com.

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Team Leader
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Everything about Freshdesk! I really enjoy working with Freshdesk because its a really easy tool to deal with all the emails and to keep them in order. The assigning part to the agents it's great ! also the fact that you can add own filters, add the tags. Very helpful when you deal with massive amounts of the emails Review collected by and hosted on G2.com.

What do you dislike?

So far I have no complaints, I only would change it to be more clear when comes to analytics. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's unbelievable how easy is transmission from let's say Zendesk to Freshdesk! The team will do that for you so you dont need to worry that your old emails will be lost! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Dealing with all the emails in an easy and fast way . Review collected by and hosted on G2.com.

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Open Discussions in Freshdesk
Customer Service Assistant
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Ease of use for standard customer questions/complaints your own customer service is quite good. A nice little feature is to add support page article links/contents to reply messages just like canned responses. Another huge advantage is the knowledge base/support page which is highly customizable. In general, we like ticket automation rules as well and it helped to solve some of our special requests. Review collected by and hosted on G2.com.

What do you dislike?

Backup and export/import options. It is not possible to export/backup parts of the data individually (all or nothing). Some parts are missing in backups (manly related to localization) Localization is not supported from the beginning. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Support. A solution to an issue in minutes Solid options for different communication channels (email, chat, phone...) Solid API allowing integration with our software Relative ease of setup and maintenance of product family. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Has made managing our helpdesk much easier, the support is good, I have no complaints. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general. To me, Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. Review collected by and hosted on G2.com.

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Customer Services Agent
Machinery
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events.

All its features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians. Review collected by and hosted on G2.com.

What do you dislike?

Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Time saving functionality on many levels. Less emails in your inbox, and less hitting the forward button. Best part, if you're using Zendesk, you can import your emails from there when you get started. You gotta try it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It has helped to get much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc. Review collected by and hosted on G2.com.

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AA
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I would highly recommend freshdesk to e-commerce startups as it provides a complete solution to customer service and it is super easy to implement. Review collected by and hosted on G2.com.

What do you dislike?

Freshdesk need to improve compatibility with other tools. In this aspect, it should learn from zendesk, who did the best in industry. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

In one sentence, this tool is your best choice to start a ecommerence startup Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We've implemented a complete customer service lifecycle with freshdesk which start at customer's contact email. Then we'll auto assign ticket to agent according to a pre-defined logic. It also help track the status as well as transferring tickets between agents. Review collected by and hosted on G2.com.

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QA and Support Specialist
Accounting
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Several integrations, allows me to provide customer service for different products, and companies. Easy setup and integrations lets me create different signatures, canned responses, etc.

I've used Zendesk as wll and can confidently say that Freshdesk is more robust and far easier to use! Review collected by and hosted on G2.com.

What do you dislike?

Wish it was easier to create new contacts

Wish I could change the email address on tickets, ie. you can forward a ticket then change the sender Review collected by and hosted on G2.com.

Recommendations to others considering the product:

There customer support via chat is very helpful, so if you can't decide when shopping for customer service tools, I think Freshdesk offers quality support! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We manage several different products and Freshdesk helps us properly separate customer questions into the correct product 'bucket'. Review collected by and hosted on G2.com.

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AI
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The support from the demonstration and sales teams were brilliant while getting us set up, especially compared to a particularly bad experience we had with Zendesk (which put us off at the first instance!) The demo was tailored to our particular needs and all our questions were answered quickly. Review collected by and hosted on G2.com.

What do you dislike?

We find that there are only one or two features we would want from the tier above ours, but the leap in cost is too much for a very small team of support staff. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Lower tiers are great for start up/small number of agents. I would say it is less feature-rich than Zendesk, for example, but for a smaller team/non sales-based company Freshdesk was much more user friendly for us. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were using Jira help desk and finding it very inefficient in many ways. Freshdesk enables us to be far more efficient, particularly in terms of SLAs, ticket meta data and integration of help documentation. Our customer self-service has been fairly nonexistent until now! Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

We moved from Zendesk to Freshdesk, the company i work for loves it. Freshdesk ticketing system is very fluid and easy to use. I like the fields and tags you can add on to help add the appropriate people on to the tickets. Review collected by and hosted on G2.com.

What do you dislike?

What I dislike the most is the ticket notification system it can be a bit overbearing. I know this comes down to the actual parameters setup but I wish there was a way for it realize when someone is already assigned a ticket and not to double notify. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use freshdesk to track productivity and help assign tasks to the appropriate people. The benefits of Freshdesk allow our support team to effectively do their jobs and it allows for tasks to be tractable and people held accountable for their work. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Very intuitive and easy to setup. Has all the bells and whistles necessary for a full fledged helpdesk system. We used it for several years and all of our staff still love the product. Tried many others including Zendesk and this one was so much easier to setup and tweak. Very reasonably priced. Review collected by and hosted on G2.com.

What do you dislike?

As long as things are working well, there is no problem. However if you do come across an issue or need some support, unfortunately you're on your own as their own support has declined terribly recently. For instance, as I write this I've had a ticket open for 5 days with them for a very simple question that would take a few minutes to answer. I've sent several follow up replies that have fallen to deaf ears. It's as if I am conversing with myself. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our umbrella company is composed of several internal smaller companies that we call divisions. In essence these divisions are our customers. We have been using Freshdesk in order to ensure that we fulfill their requests in a timely manner by attaching an SLA to each one. Previously all of our support was email driven but the helpdesk provides us with a central repository where all communication is visable to our entire team. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The platform allows you to very easily and efficiently program automated scripts/tasks in order to sort out dynamically, efficiently and rapidly all your tickets. Review collected by and hosted on G2.com.

What do you dislike?

The filtering system, although very wide, does nto let me filter by subject. The platform offers a high level of customisation but we had to create/bend the system a bit in order to fully create a dynamic sorting automatisation that could be bypassed by having a sorting filtering system for ticket subjects Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Freshdesk is a nice platform thet enabled us to boost our ticketing service. But as time went by, we felt the lack of live chat so we decided to look elsewhere (ZenDesk, HappyFox, TeamSupport, etc) and see if other products proposed more and better service. In the end, we stayed on Freshdesk since they proposed the best service we have seen and tested as well as all the features we desired (live chat for instance) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Be able to monitor client tickets as well as monitor platform generated notifications for monitoring purposes Review collected by and hosted on G2.com.

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AI
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I've evaluated almost all of the primary help desk tools and Freshdesk is the only one that really has an affordable rate for multi-product teams (especially when you're handling tickets via email, which ensures that tickets are filtered accordingly to product, versus "team name" - ticket name - ticket number; instead, you see product name - ticket name - ticket number or however else you'd configure it). Freshdesk is deeply invested in having their staff ensure you succeed, so everything from price to configuration functionality to feature set is all within range. They will also go the extra mile to ensure that you get help even if some of the product scope is outside what they support (e.g. development for the layout of the product, using CSS). It's by far my favorite solution. Review collected by and hosted on G2.com.

What do you dislike?

Its team is almost exclusively abroad which can sometimes mean miscommunications or difficulty in reaching support. They do try to eliminate a lot of friction in this realm, and mostly have succeeded, but it can be at times a bottleneck to getting things to work. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I have used Freshdesk in a number of capacities, but I have found Freshdesk best when I manage multiple products under a single brand name (e.g. BrandA manages ProductB, ProductC, and ProductD). Unlike Zendesk which requires a high level subscription for this type of product support and some of the smaller brands which do not even support this kind of product offering, Freshdesk does -- and does it very well. Customization is highly encouraged and you really can create a superior product offering. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The ticket fields section is easy to manage and update when needed. Overall the support system created for us fit everything we needed. Before we used Zendesk but they didn't allow for as much customization or have an easy way to sort inquiries. When we used Zendesk there were only 4 of us. We are now more than 10 users and without any problems. Review collected by and hosted on G2.com.

What do you dislike?

The search function is sometimes lacking, sometimes it works and sometimes it doesn't. I don't know what the issue is but it isn't major. I also don't like that there isn't a way to program actions when someone writes to us from facebook. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you're unsure about Freshdesk being the right software, I urge you to ask for a Trial. We thought we had a good software before, it wasn't until our boss used the trial that we realized this is what we needed after all. The proof is in the experience. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

All inquiries are reported and automatically assigned to agents from email, this allows us to not miss any opportunities. The notification system has helped us cut losses from missed opportunities. Review collected by and hosted on G2.com.

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EH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The setup / configuration is more straightforward than Zendesk. This ease of use and configuration is especially good for the end user portal. It can be setup to look very respectable and functional out of the box. Generally, for the price, it includes many more features than Zen does. Review collected by and hosted on G2.com.

What do you dislike?

The agent dashboard and day to day UI is less straightforward than it should be. Users can be distracted by the myriad metrics and buttons when they should be focused on addressing the the tickets directly. To that end, it would be nice if the agent UI was more customizable to allow it to be streamlined. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

While Freshdesk is easier to setup out of the box, to take advantage of a lot of the customizations, you will need to utilize a web developer to fully customize the experience. That said, it will likely take less time with Fresh than with Zen. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're running a SaaS based software and services helpdesk. While it's nice to be able to proactively address client questions though a knowledgebase, we are very much focused on ensuring we are getting tickets address and directed to other parts of the organization in an effective manner and integrating with the tools that those groups use. Review collected by and hosted on G2.com.

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UX Product Manager/Web App Developer/Founder
Computer Software
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

My MOST favorite feature is pasting images into the ticket notes. You don't have to upload them separately. You can type around them. You can resize them. It makes the "conversation" flow much more easily.

My second favorite feature is the customization. You can customize the data fields you collect and display on each ticket. You can also customize and define your own work flows. Review collected by and hosted on G2.com.

What do you dislike?

If I have to think of something I dislike, I have to dig deep...

There are two tiny things that have frustrated me:

1. Customers with more than one phone number, or email address. Or sometimes a customer with more than one contact person involved with this ticket.

2. I can't always find a ticket I'm searching for. I wish that it would give more search points if a ticket has a certain TAG. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

When I was researching helpdesk software, I looked at both FreshDesk and ZenDesk.

FreshDesk was more configurable and easier to use, AND less expensive.

I also found their customer service to be very helpful. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

1. I'm working on a mobile app startup, and within minutes I had my knowledge base & support site set up. It's GREAT!!

2. I also use it for software issue tracking. FreshDesk helps me track, prioritize and fix my bugs.

3. If my app gets an unrecoverable error, it sends an email to FreshDesk. FreshDesk then notifies me immediately. This helps insure that I deliver an excellent customer experience, even in the bad times. Review collected by and hosted on G2.com.

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UE
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Freshdesk is really good for me. It helps me resolve a cases of my clients by creating a ticket. It helps a lot to them everytime their case has been resolved Review collected by and hosted on G2.com.

What do you dislike?

Set-up was not too informative and even after navigating the platform for quite some time, did not feel as if everything made sense. Zendesk was much easier to set up and implement. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Keeps track of all the tickets of our team, very accessible and easy to explain to new employees. Integrations with other software are much improved over the years we are using it. We just upgraded our ERP that also had a Ticketing function, but we stick with Freshdesk. Pricing is right. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We can handle a lot of bulk enquiries more easily - much better organisation overall Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Freshdesk contains almost all of the features of Zendesk but comes with absolutely fantastic sense of humour with loading screens and "lost" page messages.

The inspiring login messages are a great boost to my team in the morning!

The reporting system is clean and easy to use at-a-glance

Support can be a little slower than i'm used to but they respond within 2 hours and have not failed to provide me with the information required. Review collected by and hosted on G2.com.

What do you dislike?

SSO setup is a little more complicated than i would like, but their support team is very helpful with this.

The range of apps are a little small compared to Zendesk but is growing rapidly and contains nearly all the apps i wanted (it is missing complete customisation of hiding ticket fields based on groups) if this was integrated without a separate app installed from their app page this would push fresh desk even higher and make me 100 percent happy with turning down Zendesk Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Defiantly consider this over Zendesk, it has almost all the features at a fraction of the cost.

They are very friendly and even extended our trial to let us be sure this product was for us. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Reporting and ease of viewing tickets, whilst giving our clients access to a custom built support guide repository.

The ability to split our departments and see only the tickets that are relevant is fantastic. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

It's got the features we need. Their support is wonderful and very helpful. The latest Mint interface visuals look nice and clean Review collected by and hosted on G2.com.

What do you dislike?

The UI is not the best, some things take a lot of time to get used to and you desperately want to rearrange some parts of the menu Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Zendesk is still better but this one is pretty workable and they develop and get better with time. I've spent 5 years working with Zendesk though and liked it very much, so it may be subjective. Writing this now I also understand that I am not providing enough feedback to Freshdesk about my thoughts and pains and needs and that's on me. Maybe they could provide me with a better UX if I let them know what I deem to be a better UX =D

And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing

Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use their service to manage and funnel our customers' requests and feedback and accept feature requests Review collected by and hosted on G2.com.

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EI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Lots of features, very good reliability. Flexible permissions Review collected by and hosted on G2.com.

What do you dislike?

The setup interface could be streamlined a bit more. But overall it is fine. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

A strong alternative to Zendesk. I would look at Help Scout for an alternative type system if it would work with your business. We are very happy with FreshDesk and continue to use it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer Support is managed through FreshDesk Review collected by and hosted on G2.com.

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IT Manager
Computer Software
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It is very similar to other products of its type, like Zendesk. However, Zendesk does not have a free tier. Freshdesk has a great free tier that has MORE features that the basic Zendesk plan. Review collected by and hosted on G2.com.

What do you dislike?

I wish that Freshdesk had the ability to let users sign-in with Microsoft work accounts. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is jammed packed with features at great price levels. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Freshdesk is the best solution for tracking users issues and for running reports later on those tickets. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The simplicity of the UI works very well for me as well as the amount of time it takes to set up. Review collected by and hosted on G2.com.

What do you dislike?

Some customisation I would like is not there but this is typically the case with most service desk tools. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is easy to set up, integrates with most other tools and provides sufficient reporting and analysis. If you are looking for a tool out of the box that works and you do not need to do much customisation to make it work then this is the tool for you. You can consider Zendesk but this turns out to be more expensive for the same feature set. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Freshdesk as out customer service and support ticket management tool. It does this very well and allows for fast and accurate reporting. It allows us to see who is contacting us and how often as well as what their queries are about at a glance. We were not able to do this before we deployed Freshdesk. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The UI, it's very user-friendly. I feel like I know how to navigate around the platform and get everything set up to work best in my helpdesk. Also there support is top notch, quick and helpful and does not make me feel stupid for asking simple questions. Review collected by and hosted on G2.com.

What do you dislike?

Really the only one thing I don't like about is that you can not escalate the ticket to another queue and leave a internal note. Like you have it add a note put if the agent is not apart of the group and needs to add more to it they are not able to unless they are apart of the group. That is the only thing I would update. No matter what group the ticket is in agent can still update notes Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

All our customer support needs. We have it all in one place. We love it better then Zendesk. Review collected by and hosted on G2.com.

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Head of Customer Care
Computer Software
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The flexibility of all areas of Freshdesk. Every area is so customisable and offers integration into many apps such as SMS alerts, email marketing and data migration which really help bed Freshdesk into a company.

The flexibility of agent licences (offering super cheap 24 hour occasional licences aswell as monthly agent seats) is a real advantage as a company grows and as Freshdesk is used by colleagues other than those in Sales or Customer Care.

Freshdesk continually innovate and proactively offer customers advice - the regular email and blog posts offering industry insights and case studies are engaging and valuable. Freshdesk Academy with it's short tutorials are also fantastic for training staff and ensuring that we are making the most of all relevant features.The Knowlegebase is easy to use and offers many themes for easy brand customisation and integration into websites.

I have set up Zendesk in a company in the past and Freshdesk beats it for usability, flexibility, online help and all round customer care in every way. Review collected by and hosted on G2.com.

What do you dislike?

With technical issues, it can sometimes take a while to make the issue understood with the Customer Support team but they are very keen to help and always see a query through to its resolution. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Definitely give Freshdesk a go - there are free plans that you can start off with and when you move to a paid plan, it is on a rolling monthly contract with no long term commintment. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are using Freshdesk to support customers in four territories, it is easy to do this and to pass calls or tickets back and forth across those teams.

We are using Freshdesk to process email alerts which are generated as incoming emails from other tech alert systems within our business. Using flexible rules within Freshdesk and an SMS app, specific colleagues receive instant alerts of situations when they need them.

The inituitive use of the Freshdesk app means that our Customer Support teams can be flexible around their working hours and enviroment with no impact on the service we provide. Review collected by and hosted on G2.com.

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Community Manager
Consumer Electronics
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

With Freshdesk it's very clear that they're making constant changes and efforts to improve the experience. More than other sites I've used, of any sort (not just competitors). Review collected by and hosted on G2.com.

What do you dislike?

Unfortunately, for integration, Freshdesk seems to get looked over/ missed. We used other platforms (Shopify, Shippo, RingCentral) where they only integrate with what I imagine are the larger platforms (Zendesk, Salesforce Desk). Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Check integrated apps and see that it works with the ones you need. If it doesn't, they probably offer a similar service (we switched our phone to FreshCaller and our Sales CRM to Freshsales) to better integrate. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Solutions articles are rich and allow us to solve repeat issues much easier.

Linking to canned responses and solutions by using /s or /c is a great tool. Review collected by and hosted on G2.com.

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Customer Service Representative
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

I really like the fact that their mobile application is just as friendly as the main application. I'm able to easily run FreshDesk from my phone when I'm on the go or need to check on the status of a quick ticket.

From a desktop usage, the application is easy to use and took little to no time to learn and transition from ZenDesk. I like how I can easily keep up with clients easily and efficiently. I also love how accessible the Solutions and Help Center are to access to I can gather common responses and send them to my clients easily. Review collected by and hosted on G2.com.

What do you dislike?

Honestly, I can't think of anything that gives me a bad taste in my mouth when it comes to FreshDesk. Everything in FreshDesk just... works. If I had to pick something, it may occasionally run a little slow or certain pages won't refresh, but I can't put the blame on FreshDesk as that could just as easily be my internet connection. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Give it a spin - The sales reps and support team have been really friendly and helpful along the way. Based on the year and a few months we've used it, I haven't thought twice about ZenDesk. I love how simple and clean the application is. I also enjoy the the silly quirks, like the rewards when you reach goals on customer satisfaction. Fake internet points entertain me for some reason. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I'm able to easily keep track of my clients ticket history to see if we've discussed previous issues in the past. I'm easily able to keep tabs on who I need to reply to as tickets come in. I also like the fact that I can Tag tickets in the event that I have a similar error that causes an issue for a variety of Contacts. Review collected by and hosted on G2.com.

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