Freshdesk
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Freshdesk

144 ratings
4.5 out of 5 stars
1409.010
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Freshdesk Help Desk Software for Customer Support.
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Freshdesk Reviews (140 reviews)

  • 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...Read More
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    Jon M.
    Administrator in Printing
  • 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...Read More
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    Tom B.
    Administrator in Marketing and Advertising
<span data-ue-widget='safe-name' data-safe-name-id='50564'>Jonathan T.</span> - Freshdesk Review Author
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Perfect for the EDU organization that is part of Google Apps ecosystem

What do you like best?

After reviewing various help desk software services, Freshdesk was the best fit for organization. It allowed us to automate and track necessary workflows in IT. Freshdesk's Google Apps plugins provided additional services without the need to change any touch points for our clients. Our favourite part was the transition to Freshdesk. It was very smooth - no touch points for our customers had to change.

What do you dislike?

Although Freshdesk delivers on the value and provides many different packages, the high packages have more tools we can use but it is hard to justify. It would be nice if schools (K-12 EDU) could be bumped up a package level. Most software we purchase, we get all of the features but are limited on the a number licenses. However, I get why Freshdesk has a different business model - I just wish we would get a few more features.

Recommendations to others considering the product

If you are already using Google Apps and need a help desk software with more functionality and automated workflows, Freshdesk is the perfect fit.

What business problems are you solving? What benefits have you realized?

Our customers now have the ability to access their ticket history, ticket status, and give ratings. This is now a standard for any customer service. As an administrator, Freshdesk also provides the necessary metrics to give you insight on the effectiveness of your help desk.

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<span data-ue-widget='safe-name' data-safe-name-id='50396'>Clyde C.</span> - Freshdesk Review Author
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Freshdesk is a workable solution, but takes a lot of maintenance, and they provide poor support.

What do you like best?

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier to create and edit than my web site, plus solutions can be easily linked or added to customer responses.

What do you dislike?

Freshdesk seems to be intended for support for software companies, not consumer products. As such, it is very biased toward a semi-technical customer base. For example, for a user to get support, they must click the button that says "create a ticket". In the software world, that is very obvious lingo, however it confuses non-technical customers (in my world, the ones most likely to need support). It would be more universal to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers just because they didn't know where to start. Additionally, the Freshdesk system prefers to have users create an account before submitting a ticket. That is a lot to ask of customers who are just looking for an answer. Because I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. ...

Recommendations to others considering the product

Freshdesk is a viable solution, but is not without issues. I suspect the same could be said of any support solution, so for the price Freshdesk is a reasonable choice. Freshdesk appears to be a relatively young company with potential for great improvement. If they are successful, it will be very good to grow with them, but the decision is not without risk.

What business problems are you solving? What benefits have you realized?

Using Freshdesk has allowed me to hire additional part-time support agents and provide a well coordinated response to customer technical questions, product information, endorsements, and general feedback. While it takes some effort to work around the items I dislike, we have still been able to create a lot of lifelong customers because we solved their problems. We have also realized a number of new dealers and distributors who contacted us via our Freshdesk portal.

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<span data-ue-widget='safe-name' data-safe-name-id='50362'>Alan H.</span> - Freshdesk Review Author
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Freshdesk is a great solution that has transformed our support offering

What do you like best?

Freshdesk is an easy to use solution for both our customers and our agents .

The customer portal is uncluttered and simple for our customers to register and submit issues. Easy customisation allows corporate branding and offers multiple layouts and fine tuning.

What do you dislike?

Whilst we have a workaround supplied by Freshdesk, there is a lack of a formal implementation of multiple form functionality to allow multiple submission forms for users. Lack of form logic means larger forms can be cumbersome.

The reporting module needs further improvement, although you can integrate 3rd party reporting tools to overcome any real issues.

Recommendations to others considering the product

Sign up for a trial and see what it can do. The support I've received during the trial and since launching Freshdesk has been very good. The support team are responsive and deliver well if clearly briefed on the issues being faced.

What business problems are you solving? What benefits have you realized?

We are supporting 1000's of internal customers across our group in relation to over 20 technical products and services. The customer base are generally all technical personnel involved in complex scripting and operational and time critical processes

The main benefits we have seen are improvement in the customer satisfaction of support, an improved process due to the way Freshdesk works and can be configured and generally a simplified experience when using our support services for our internal customers.

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Good robust system with a very slow customer support team behind it.

What do you like best?

Freshdesk is scalable from a single user up to a large enterprise - it is reasonably easy to make it grow with your organisation.

While is it predominantly cloud-based, there are also a great selection of plugins and third party apps that can make it in a serious business tool for customer service teams.

Chat and voice tools are quickly enabled, as are features such as Twitter and Facebook integration. These social channels will listen 'out there' and convert tweets and post to actionable tickets depending on the rules that you set up; you can then respond directly to these tweets right from within Freshdesk.

What do you dislike?

The customer support from Freshdesk is abominable. While not wishing to be xenophobic, their support team and headoffice is based in India, and this does cause frustration when you explain a problem clearly and concisely in English and yet are not clearly understood.

Freshdesk need to also seriously look at implementing some of the ideas that users have submitted on their forums, and not take literally months to respond to feature requests.

The lack of features such as being able to initiate a support ticket (rather than the customer having to create a ticket) if annoying, to say the least. There are workarounds for most annoyances such as this, which are explained by community users on the forum.

What business problems are you solving? What benefits have you realized?

Freshdesk has helped us to create a far stronger customer support team, in addition to a healthy internal knowledgebank.

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<span data-ue-widget='safe-name' data-safe-name-id='38808'>Heiko H.</span> - Freshdesk Review Author
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Freshdesk changed the way we handle our customer service! Love it!

What do you like best?

The system works the way a helpdesk system should work. It's very reliable, user friendly and the design works good to navigate through the large amount of tickets we receive.

What do you dislike?

Adding extra agents is not cheap and if you work with a big team, freshdesk can become expensive. however, the price is worth it.

Recommendations to others considering the product

Freshdesk is slightly more expensive than the other solutions available. Self hosted helpdesks just don't compare to the software you get when you work with Freshdesk. Having a huge amount of email traffic, Freshdesk is the best tool we could find to help us organise everything in a way that we could stay two steps ahead instead of falling two steps behind like we did with our self hosted solution we used at first.

Customers have no idea that we are using freshdesk as we completely branded it to our own company look. This software has helped us a lot and the team at freshdesk are really helpful and friendly!

What business problems are you solving? What benefits have you realized?

Our customer service has improved by 100%. We are now in control of our customer service emails and we can easily see an entire overview of how things are going for this department. We've tried several other solutions, but non of them come even close to the benefits we've gotten out of freshdesk!

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