Freshdesk Reviews

Pros

Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.

Cons

The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.

Pros

Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.

Cons

One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.

Pros

Interface resizes nicely for screen sharing

Cons

Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed

Pros

Wonderful Product to manage your staff bandwidth. also easy to manage and use.

Cons

GUI of this product, Freshdesk can better with it.

Pros

Robust support ticketing platform at a very competitive price. My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way.

Cons

There's nothing I don't like about Freshdesk. I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why.

Alternatives Considered

Teamwork Desk and HubSpot Service Hub

Reasons for Switching to Freshdesk

The free plan at Freshdesk is robust enough for our needs, and it's very user-friendly.

Pros

It has a very nice UI, which greatly helps in navigating and prioritises ease of use.

Cons

We had some problems with Account security, but the team offered great support to resolve the issues.

Alternatives Considered

Naverisk and Autotask PSA

Reasons for Switching to Freshdesk

Ease of use and only required a Helpdesk for Ticketing management

Pros

It's very easy to use and get set up. It's massively improved our productivity.

Cons

Sometimes there's something you'd like to do that you'd think would be easy but turns out to not be possible. Sometimes the Freshdesk can be too simple.

Pros

comprehensive tool for record tickets, manage all team members at one place, customize escalation mechanism, very nice and informative dashboards showing leaders who are solving most tickets

Cons

making report bit complicated and required tech knowledge

Alternatives Considered

Odoo

Reasons for Switching to Freshdesk

already used in corporate as IT helpdesk Tool, odoo was more expensive

Pros

Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs. Very stable product with great customer support.

Cons

Pricing is a bit on the higher end and the way Automations can be created and implemented in Freshdesk is not very good when compared to other tools.

Alternatives Considered

LeadSquared

Reasons for Switching to Freshdesk

Much more trusted and stable software. Easy to use with a wide variety of features.

Pros

Good reporting features, intuitive user interface and easy setup.

Cons

Occasionally when generating large reports it could lag or freeze. Automations are good but somewhat basic compared to other platforms.

Alternatives Considered

LiveAgent

Reasons for Switching to Freshdesk

Limited reporting options compared to competitors

Pros

We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible!

Cons

We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this.

Alternatives Considered

Asset Essentials

Reasons for Choosing Freshdesk

We made the switch from Spiceworks to Freshdesk because we became frustrated with some of the limitations we were finding with our current solution at the time. We appreciate the clean and modern interface with simple to use reporting and slick dashboard metrics.

Switched From

Spiceworks Cloud Help Desk

Reasons for Switching to Freshdesk

We actually did purchase another solution for our Operations dept. but quickly found that it would not fit our needs in IT. We are so glad we went with Freshdesk because the other vendor made a 1yr commitment so cost prohibitive that the school was forced to enter a 3 yr. contract for a new software application. Needless to say, the other vendor did not live up to expectations. I am thankful for Freshdesk every time I have to engage in a support ticket with the other vendor.

Pros

I can only speak for the features i use but i used and even pushed to use freshdesk at all my employments. I honestly don't think i could do my job as well as i do without it. The ease of use is great, the ability to see what jobs are coming in and being able to manage them is critical.

Cons

I do not have any cons about this product.

Alternatives Considered

Spiceworks Cloud Help Desk

Reasons for Switching to Freshdesk

Freshdesk have just become the norm for me. I will always recommend it because of its ease of use and features.

Pros

My favorite The UI and methodology behind Freshdesk make it ideal for managing and resolving customer inquiries via email. It's an indispensable piece of office equipment for handling all of your customers' questions in one place.

Cons

The fact that it's a fantastic resource for anyone interested in fielding consumer inquiries means that there aren't any downsides. You need only implement a method of logging in with a cell phone number.

Pros

The system and set up is good.
Easy to use.

Cons

We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare.
Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues.

Pros

Like most that the system is easy for all to use, and that it can be personalised to your company with logo etc.

Cons

Sometimes it can time out if you aren't quick enough which removes any request and you have to start again.

Pros

Extremely valuable for client assistance specialists. With the assistance of Freshdesk, I had the option to offer extraordinary client support to the clients who gave us great organization appraisals.

Cons

Very good quality logical elements just in beta variant

Pros

The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering.

Cons

There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side.

Pros

we love how freshdesk allows us to manage and organise our tickets for the day, we can group them, split them, merge them and assign in bulk making workload management amazing!

Cons

not much is included in the lower tiers you have got to go for the pro one to get the advanced automation parts.

Pros

Freshdesk has simplified my workflow, allowing me to easily track customer emails and cases and work with different teams using a single ticket.

Cons

While sending the emails to the customer, sometimes, we face text formatting issue

Pros

The ability to type my requests & inquiries instead of having to call or waste a lot of (otherwise valuable) time!

Cons

Unknown. No comments. N/A DOES NOT APPLY

Pros

What I like most is that I can attend to my tickets both from my cell phone and from my computer. It allows me to adapt the tool to my workspace.

Cons

I have no complaints about this tool currently.

Pros

I really liked the straightforwardness of the product. Everyone with little experience could learn it fast. SImple and easy.

Cons

The biggest issue was for customer support, some smaller bugs and the price. These topics could have been more user-friendly and open.

Pros

It is simple to communicate and engage with our customers in multiple communication channels via live chat,calls,emails and SMS using Freshdesk.It streamlines and automates customer service workflows.It handles and responds to our customers enquiries faster.

Cons

I lack anything to complain about this Help Desk tool.

Pros

The best thing is its ability to be used by any personnel, although it would be optimal if they are people with experience in customer service. On the other hand, the prices are economical, including free of charge for less than 10 users.

Cons

It seems to me that the software customization is a bit rigid, it does not allow many modifications like other programs. This could limit the contributors.

Pros

It’s an easy tool to implement and adopt. Our IT desk like the gamification element to tracking performance of dealing with tickets. It also provides the end to end ITSM capability we need to have and show to auditors.

Cons

Sometimes the customer service can be challenging. We have noted a slightly more sales orientated “support” approach as we enter our 3rd year to take new add-on services. Hopefully, this doesn’t continue!