Freshdesk

Score8.6 out of 10

569 Reviews and Ratings

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver 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 the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot, predictive support capabilities, and field service management.

Freshdesk boasts over 50,000+ customers including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, Chargebee, Grofers, and PhonePe as Freshdesk users, to help them provide faster customer service.

Categories & Use Cases

Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6

Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4

Kaley White View profile

Data Analyst, Regulatory Affairs and Quality Assurance at Limbus AI (11-50 employees employees)

Use Cases and Deployment Scope

As customer support for a healthcare SaaS product, I used Freshdesk to manage customer tickets, make knowledgebase articles available to customers, and moderate user forums. Freshdesk made ticket handling so much easier than just using a support email address. I used the Growth and then Pro plans, but even with the higher plans, in my opinion, Freshdesk is only suitable for smaller organizations. For example, attempting to add CRM functionality to our Freshdesk instance wasn't very successful.

Pros

The price is great for small startups just large enough to need a support ticketing system.
This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
Agent collision detection is great for making sure agents don't duplicate each others' work!

Cons

Freshdesk is buggy, full stop. I don't know how many support tickets I submitted related to user login.
There can be a language barrier with support and sales.
There were a couple of hours-long outages that significantly impacted my company's customer experience.

Return on Investment

Increased support efficiency
Self-service articles reduced duplicate support requests
Better connected distributors and sales to their users' support cases

Alternatives Considered

Zendesk Suite, HubSpot CRM and Salesforce CMS

Other Software Used

HubSpot CRM, Salesforce CMS, Jira Software, Bitbucket

Usability

Carrie Sobers View profile

Senior Customer Support Engineer Manager in Customer Service at PandoCorp PLC (51-200 employees employees)

Use Cases and Deployment Scope

I use the Freshdesk Application for Customer Queries and internal Queries about my product. Typically solve Customer queries based on the agreed SLA. Scope of Service to the customer problems of my product and help solve the problem. Ticket Analysis with the report from Freshdesk. Customize the ticket fields and much more.

Pros

Automation of Queue
Customised Dashboard
Customisation of ticket
System Generated and Custom Trend Analysis

Cons

Dashboard has provision to take 5 types of customer queue in a single dashboard.
Filter out list of tickets to execute the bulk action which need to be improved.
Forecast ticket traffic by AI System to give predictions to the User to work on the resources.

Return on Investment

Freshdesk has revised the Cost for their plans which is higher 2X higher for SMB
Effective Delivering value to the customer as per Business SLA

Alternatives Considered

Zendesk Support Suite, Salesforce Lightning Platform, Oracle Siebel CRM and Jira Service Management (Jira Service Desk)

Other Software Used

Jira Service Management, Slack, SolarWinds Loggly, Sumo Logic

Usability

Marina Torttoli View profile

Marketing Director in Marketing at Ever Indy Realty Group (11-50 employees employees)

Use Cases and Deployment Scope

Freshdesk has allowed us to better manage customer inquiries. With this platform, we can easily handle their questions. The ticket system allows for automated case follow-up, and we can see who handles each customer's case. The case can also be transferred to another employee or specialized department if required. This platform gives my small problem-solving team an easier way to process all requests without getting lost, since everything is structured. We use this platform to help customers with frequently asked questions, which can easily resolve the issue. If they can't, they can contact our support team, and if a solution has been found, this can be an additional issue for the FAQs, which can be automated.

Pros

No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.

Cons

Aministration by the administrative role is somewhat complex to configure and requires a long learning curve.
Implementation takes time, especially to adapt to the needs of each company. This can be a disadvantage if it requires a short implementation time.
There are certain differences between the desktop and mobile versions. The mobile version lacks certain tools/features that the desktop version has.

Return on Investment

We automate all the questions and concerns our clients may have, and we have countless solutions ready thanks to this platform.
It allows us to help our clients in any language with automatic translations on both sides, making it easier to provide solutions to clients and potential clients' needs.
It allows for centralized ticket-based query management, where we can apply resolutions and follow up on cases without resorting to tedious emails, all through live chat.

Alternatives Considered

Atera, Zendesk Chat, Zoho Desk and Front

Other Software Used

Gong, ClickUp, Zapier, Notion, Airtable, ZoomInfo Marketing, Demandbase One

Dave Metcalf

IT Support Engineer in Information Technology at Discovery Land Company (1001-5000 employees employees)

Use Cases and Deployment Scope

As a enterprise-wide trouble-ticketing system for our IT organization. We have IT teams at dozens of locations, on 4 continents. Having a unified ticketing system to track activity, escalations, etc., allows us to provide world-class service to internal and external customers.

Pros

Provides the ability to distribute and organize tickets, so that tickets usually get to the right team/person immediately. The workflows are also easy to set up.
Good reporting/metrics tracking ability, to help make sense of the chaos
Very flexible in allowing users to comment on, and document work performed.

Cons

Could allow for deeper and easier integration with 3rd-party systems and apps.
The mobile app is clumsy to use at times, and lacks an intuitive interface.
The search filters can be cumbersome to use, and don't always work the way they should

Return on Investment

We have reduced initial response time approx. 40%
We have reduced our avg. ticket resolution time by 35%
Our internal CSAT scores have improved by almost 45%

Alternatives Considered

ServiceNow Customer Service Management, ServiceNow Governance, Risk, and Compliance, Zendesk Suite, BMC Helix Remedyforce, BMC FootPrints and Atlassian Jira

Other Software Used

Workday Human Capital Management, Sage 300, Sage Intacct Construction

Cristopher Adair Uribe Enríquez View profile

Talent Acquisition Coordinator in Human Resources at Foundever (1001-5000 employees employees)

Use Cases and Deployment Scope

We use the Freshdesk platform in our recruiting as a tool to manage candidates; applications go down as tickets, and we follow up on them. We don't really have problems with Freshdesk only when we have to pull some report as I consider that the tool is not sufficiently adapted as ATS as that is not its main function.

Pros

Applicant tracking system
Efficient candidate contacting
Assignment of candidates to recruiters

Cons

Agent efficiency report
Follow-up of the candidate from the time they apply until they are hired
Options for identifying candidate application sources

Return on Investment

It is cheaper than other ATS
Manage tickets so that we can have fewer resources as certain processes are automated
We are managing to contact candidates in less than 24 hours

Other Software Used

SAP SuccessFactors HCM, Talkpush

Freshdesk

What is Freshdesk?

Categories & Use Cases

Key Features

Top Performing Features

Email support

Ticket response

Organize and prioritize service tickets

Areas for Improvement

Help Desk CRM integration

Customer portal

ITSM collaboration and documentation

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