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Freshdesk

Score8.6 out of 10

569 Reviews and Ratings

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What is Freshdesk?

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.

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Categories & Use Cases

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Freshdesk Key Features

Learn about the best (and worst!) features Freshdesk has to offer, as determined by TrustRadius' reviewers.
Based on 569 ratings of Freshdesk's features
View all Freshdesk features

Top Performing Features

  • 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

Areas for Improvement

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.6

  • 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

  • Customer portal

    Customer portal allows customers to submit tickets themselves and/or access self help resources.

    Category average: 8.2

Who Buys & Uses Freshdesk

Freshdesk Reviews

What users are saying about Freshdesk.
View all Freshdesk reviews

Pros

  • Efficient ticketing management with email-to-ticket conversion and SLA tracking
  • Robust workflow automation through customizable chats and scenario-based rules
  • Comprehensive reporting and analytics for KPIs and agent performance

Cons

  • Dated user interface/user experience and dashboard design
  • Limited and occasionally buggy mobile application features compared to desktop
  • Inadequate ticket management features, such as robust ticket splitting

Should I buy Freshdesk App for CRM?

Incentivized
Carrie SobersView 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

Satisfied User

Incentivized
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

Freshdesk as a ATS

Incentivized
Cristopher Adair Uribe EnríquezView 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 great program for easy emails.

Incentivized
Verified User
Employee in Sales (11-50 employees employees)

Use Cases and Deployment Scope

We use Freshdesk like email. Customers send us requests, quotes, reclamations, etc, through email, and they all come to us in Freshdesk. We also use Freshdesk to contact our workers. Freshdesk connects all of our teams' emails, providing us with easy access to all our systems. We use Freshdesk every day with all of our employees.

Pros

  • Connects our teams.
  • Able to connect multiple email chains into one.
  • Easy access to emails.
  • Easy categorizing.

Cons

  • It would be nice to see the sent emails.
  • Sometimes Freshdesk sends double emails.
  • Sometimes emails arrive in a different thread.

Return on Investment

  • Faster response time.
  • Better hands-on with all teams.
  • Easier to share files than regular email.

Other Software Used

Slack

Love it

Incentivized
Verified User
Executive in Finance and Accounting (201-500 employees employees)

Use Cases and Deployment Scope

I am highly recommend for it it is very sufficient for me i did bot face business problem with it .. really useful and fast and always find what i need on it with no delay .. Freshdesk is easy and not complicated and can access to any thing through it i recommend it always

Pros

  • Whatsapp
  • Google
  • Business app

Cons

  • The search criteria

Return on Investment

  • Positive

Alternatives Considered

Google Chrome

Usability

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