Freshdesk Reviews

I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio satisfactory. As we expand operations to other countries, Freshdesk continues to meet our needs without excessive costs.

Freshdesk's multi-channel support has positively impacted our internal IT customer engagement. While email is the primary channel, users can also submit requests through the portal, though it is rarely used for ticket updates. The system allows us to track and assess channel performance efficiently.

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost. This has given us a clear vision of our IT team's performance helps us efficiently address and prioritize customer issues and provides a streamlined and organized approach to support.

I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets. Additionally, more flexibility in adding functions based on subscription levels would be beneficial for customization.

We have not had any stability issues with Freshdesk.

It is a quite scalable solution. In our organization, around 15 IT agents use Freshdesk to provide support, and approximately 300 users can submit support requests.

I have used the vendor's tech support, and they are very responsive, with room for improvement. Occasionally, dealing with paperwork for tasks like obtaining a new license can be a bit inconvenient, but it doesn't impact the functionality of the product itself.

Positive

Setting up Freshdesk was straightforward, and the tool is flexible. We initially opted for a basic license with limited reporting but considered upgrading. However, the higher subscription cost made us stick with our current level. While the tool is easy to deploy, upgrading to the next subscription level could provide more flexibility and additional features.

The benefits of using Freshdesk are significant for our organization. With a cost of about $10 per user monthly, the ROI is clear. The impact on efficiency and streamlined operations far outweigh the minimal cost, making it a worthwhile and cost-effective solution for us.

Freshdesk operates on an annual subscription basis, and it is very affordable.

Before using Freshdesk, I evaluated other customer experience management products like JIRA Service Desk and BMC. The main advantages of Freshdesk are its user-friendliness, ease of use, and quick adaptability. It stands out for being easy to start with and resolving problems seamlessly.

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets.

The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs.

I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

It's our main ticketing portal. We track all records, deploy responses to customers, and assign separate credentials so they can comment on the status of their tickets. It's a good tool to track, respond, and manage tickets and customer portfolios.

It has a user-friendly interface and manages tickets very well. It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base. If we want, we an upload our knowledge base. The canned responses feature is great for reducing response time.

It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.

I have been using this solution for six years. 

I would rate the stability a nine out of ten. 

I would rate the scalability an eight out of ten. 

The customer service and support are very friendly and respond fast. Overall, it is good. 

It was very easy to set up. 

The pricing is pretty manageable and acceptable. For the powerful tool that it is, the pricing is justified.

We reviewed all the ticketing systems such as Zendesk and thought Freshdesk was the best.

I would recommend it to other companies looking for a good ticketing system. Overall, I would rate the solution an eight out of ten.

We are using the free version. We are using it for the ticketing system, which helps us give support to our customers. We have almost 200 people using Freshdesk during our working hours.

Whenever our customers are in any need of support, they present their request via email or sign in to the Freshdesk portal and raise a ticket. Once a ticket is raised, it is automatically assigned to our team member, who sorts it out with the relevant solutions. 

The ticketing system is smooth, but since we use a free version, we do not have many facilities available. Facilities like CAN messages, FAQ facility, and Auto Resigning are really helpful.

Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us. So we have to adapt and manage our day-to-day work with it.

We have been using the solution for the past two years. 

It is very stable and I would rate it a ten out of ten. 

I can rate the scalability a seven out of ten because it is a free version. Had it been a paid version with more features, I would rate it more. 

For maintenance and support, we have a dedicated team. In case we require support, it is assigned to someone who is relevant to the situation based on the software. It is automated and one person can manage it. In case of any issues, one person can easily troubleshoot them.

Positive

The initial setup is straightforward. I would rate the setup an eight out of ten. We deployed it on the cloud and on SaaS software. The deployment process took almost one day.

During the deployment, we had to create our company ID, categories and users, and assign auto resigning and CAN messages. We also included FAQs which are another essential feature.

We performed an in-house deployment and it only required one person.

We used other open source software which was free. We switched to Freshdesk because it was easy to use, and we didn't have any technical knowledge.

It is a stable service. If you are willing to pay, you can get more features. I would rate it a nine out of ten. 

I've implemented it at multiple companies. Currently, our service bot lives in there, and it is able to answer questions for people. 

We have the Enterprise plan and the latest version. They're always on the latest. I don't even know how I would prevent that.

It is a little bit of a sore subject. We were with them because of some of what they had tried to implement in it, but it wasn't the appropriate solution.

In some ways, it has improved the way our organization functions, but anything would do that because we only had Outlook. If you're on the phone for a million minutes a month, you're getting a lot of emails too. For managing that, anything is an improvement from just working through emails. People were working just on distribution lists. It was not even a group email; they had just distribution lists with 50 agents on them. That's impossible.

I met one of their customers at a conference, and they love it for their customer support. That's because their support cases are not like, "Hey, I need to know where everything is in this logistics space right now." Their use case was like, "Hey, I don't like these pants. Can I return them please?" It is a very different use case than we had. So, for retail operations and anything like that, it is a perfect solution.

When it is the appropriate solution, Freshdesk is fantastic. It is a fantastic product for basic customer support use cases, but trying to stretch it, at least a year ago, was just so time-consuming and frustrating. If you have the right use case for it, it is the perfect solution.

Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.

Its simplicity is valuable. It is straightforward and very easy for people. When we brought it in and moved from Outlook to ticketing, the concern was that a lot of our teams are older folks. They've been doing the same job for 15, 20 years, and they're not as likely to be as happy about the change. It was interesting to me that the older folks loved it and caught on to it so fast. The old timers, the people who've been there and doing their job, loved it. They never wanted to go to anything else. They absolutely loved it. The younger folks were like, "I wish it did more." When the younger people came into it and they realized that they could actually configure their own custom workflows for their stuff, they loved that. It was a lesson learned for me on what to train them on and what to give them access to because there are really good ways to set it up where it is not putting the system at risk.

If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form.

Their sales team all the time tries to convince you that this is the only product that they have. I don't know why. I really don't get it. I spent a year just being like, "No, we shouldn't be in Freshdesk for this." They were telling my bosses that we should be, and I was like, "I'm telling you that's incorrect. Why are you telling my boss that? You don't even work here?" You don't even go here. What are you doing? They don't even check your circumstances. I am a certified Six Sigma Black Belt. I gave them all of our process maps and everything, and they didn't even read over them. They just kept trying to put us into Freshdesk when Freshservice was a better fit because all we do is move around trucks, trailers, and drive. That's what we do all day long. I would like to know how we would do that without asset management or a portal with forums. They were just constantly trying to get us to implement break fix after break fix after break fix instead of putting us on the right product in the first place. It wasted a year's time and money.

We are using it because the bot can't live in Freshservice. The bot has to live in Freshdesk. I wish the bot could live in Freshservice or be its own thing. If it was its own thing, it would be much easier, but you have to go into Freshdesk and go into the bot builder. It is weird. 

It is scalable if your use case is appropriate for it. We have some people who are using it, but they're using just a bunch of workarounds in it. Currently, there are only 200 people using it in Operations. So, there is a team that is still using it. It is technically working, but they are moving away from it.

They were using Outlook. Outlook is really good for emails to and from, but Outlook is not a ticketing system. You can't really compare the two. They just didn't have a solution before.

They had a VP set it up, at which point I was hired to come in and fix it. They just didn't know what the consequences were of, for example, letting every single manager build the enterprise workflow that applied to everybody. So, it was constantly breaking. It just needed going in and just saying, "Hey, you don't need to go do that anymore. We can simplify this." That had to do with the wrong use case.

It is a customer support tool. If you try to do enterprise support or logistics in it, there could be issues. All of my use cases have been B2B, and I've had it work really well. It did work really well at a smaller company with a smaller team where our account managers used it. That worked really well, but recently, I have been just a little bit removed from it. I'm now working on a deployment of it. So, we'll see how that goes in a couple of weeks or months.

In a straightforward use case, one person is fine for deployment. In a not straightforward use case, you need three people or maybe more because it is a lot of custom development.

We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing.

You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs.

It was done before my time.

I would advise looking into the suite of products and using the right tool for your job because they all talk to each other really well. They're well built out. There are really good tools for different work functions. So, look into what a product gets used for. For your HR team, it is Freshteam. That's what it's for. So, all of those things exist, and they have really good purpose-built tools to build out a full suite, but trying to just configure something into something that it is not meant for is not a great idea. Just use the product that's meant for your function, and you'll have a much better time. Their sales team just wants to sell Freshdesk, and I don't know why.

It is hard to rate it in a use case where they just kept saying, "No, you need to use this." And we're like, "Why? I don't want to." And they go, "Yes, you should." If somebody is vetting it for customer service, which is what it is for, then I'd rate it high, but if it is not being used for its intended purpose, then it is a very low score. 

It wasn't the right use case at my current company, but when I implemented it at another company, it worked great there. I loved working with it. I really enjoyed the product. If you're looking at a customer support function, it is great, but if you're trying to solve problems and use assets and do these other things, then it is not great. 

Overall, I would rate it a six out of ten. It is a great product when used correctly.

The product helps centralize information about our customer's cases and issues. 

The candidate's response has been the most valuable aspect of the solution. They are up-to-date and respond well to users.

Technical support is outstanding.

It has a lot of features and integrates with a lot of systems. 

It's very straightforward and does what it does. It's really, really good.

The solution scales well.

It's stable and reliable.

We are using Freshservice as it is bigger and more extensive. We'd like Freshdesk to be more extensive as well. 

It should enhance its service and its reporting capabilities. 

I've been using the solution for eight months. 

I'd rate the stability nine out of ten. There are no bugs or glitches. It doesn't crash or freeze. It is reliable. 

I'd rate the scalability nine out of ten. It is easy to extend as required. 

Technical support is excellent. It's one of the best support providers I've ever worked with. 

Positive

We are now working with Freshservice, Freshdesk's bigger brother. 

The solution is moderate to deploy. It's not complex, however, it isn't easy. It's average. 

We have witnessed an ROI while using it.

The pricing is average. We did get some deals when we subscribed to it. 

I'm an administrator and end-user for the platform. 

I have been using the latest version. It's online and automatically updates. This is a cloud-only service.

I'd advise people to first understand what they need from the tool. Once they have a full idea of what they need, then they can start with the deployment. 

I would rate the solution ten out of ten.

Freshdesk is an integrated tool that provides an omnichannel option to its users. Along with its automation functionality, the solution has a marketplace where they offer multiple solutions. So, asset management in the solution is one such area that provides its users with the capacity to maintain the database of their organization.

Omnichannel is one of the most valuable features of the solution. It also has certain built-in features similar to the ones provided by ManageEngine. So, it is now highly configurable in terms of workflow.

Asset management and branding are two areas in the solution that have scope for improvement. Branding is one major area that needs to improve because previously, when we recommended Freshdesk to one of our customers, he stated that he hadn't heard of the solution before telling us that he would like to opt for ManageEngine. So, he told us that Freshdesk was not a well-known brand. Even though we told him that it's equally functional, somehow, he wasn't inclined towards it.

The solution's asset management needs to improve since it does not have an automated asset discovery feature, making it not a very sound tool. Also, Freshdesk depends on a third party for integration. In short, the integrations within the solution should be made available to its users as a default feature.

I have experience with Freshdesk. Our company is a reseller of Freshdesk. It has been almost a year since we have been working with Freshdesk. Freshdesk's growth and enterprise plans are the versions with which I have worked.

It is a stable solution. Stability-wise, I rate it a ten out of ten.

It is a scalable solution. Scalability-wise, I rate it an eight out of ten.

The technical capabilities of the support team are good. However, they rely heavily on their partners to fill their knowledge or expertise gaps. I rate the technical support team a seven out of ten.

Since the solution's initial setup was straightforward, I rate it an eight out of ten. It can be considered complex only when the workflow is complex. Freshdesk's deployment is done on the cloud.

The solution's initial setup phase takes around three to four days, while the configuration process may take some time, maybe around three to four weeks.

In our company, we evaluated both Freshdesk and Freshservice.

I would advise those considering the solution that it is both good and user-friendly. It is not a bulky or complex application, and its compatibility with different operating systems and hardware makes it an efficient solution. This compliance also adds to its effectiveness and is a significant advantage. Freshdesk needs to focus on branding, providing a user-friendly experience, and opting for an aggressive pricing model. Owing to the functionality and configurable nature of the solution, along with the fact that since it is a marketplace where I can plug in multiple addons, making the tool robust enough to fit into many organizations, I rate the solution a nine out of ten.

We have many regional locations and one central HR team sitting in our head office. They receive a large number of queries from staff via email across a broad range of confidential topics. Using Freshdesk, we have been able to effectively manage both internal and external communication to this team using IDs and HRMS data. For example, once a staff member has left the company, their IDs are deactivated and their access to confidential information is prevented. 

We have used Freshdesk to group and assign similar queries to particular team members who are available. This has ensured that no one is receiving unnecessary emails. We have also been able to ensure that if a query has received no response for a certain period of time, that it is passed to the next available team member. Our teams are able to engage using the app which is easy and doesn't require them to log into their email. 

Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings. 

The easy integration, open APIs, and their overall product, which can be integrated with in-house applications have been valuable. We have also been able to connect and integrate our social media accounts into our in-house ERP system. 

Using Freshservice, our agents are able to see the full communication history with a customer in each ticket. This provides context for every agent, even in instances where we have new agents join the team. The solution also allows for the grouping of communication by employee ID which has been useful. 

This solution allows us to auto-assign and close tickets if there's no response within 48 hours. We can upload separate holiday calendars and time zones for India, Europe, the UK, or regions that update times stamps for customer communication based on these different times.

Freshdesk releases new features every few months based on the needs of their customers or the market.

Finally, very little code is required to make changes to the system.

For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers. For example, when we implemented Freshdesk, my team needed to write coding for four or five API integrations. The need to write this code also caused some difficulty as we write code on a different platform. Minimizing code for all integrations would make a big difference.   

We would like to give access to Freshdesk for contract employees but this requires an email ID, which these employees do not have. Logging into Freshdesk is based on email login only. A year ago, we requested a different way for such employees to log in such as a mobile-based login but this is not yet possible. 

I have used this solution for three years. 

In three to four years, we have only had one incident in which emails were blocked which stopped our ticketing system from working. This impacted us for two to three days. Apart from this, we have not had any other severe issues. 

In total, we have 300 agents using Freshdesk across seven different teams. As this is a SaaS-based solution, it is easy to scale your use of the solution. 

There is no direct contact number to reach a designated person. We need to call their tech support and deal with a different person each time. We usually need to reiterate what our issues are or write an email and the support phone numbers are UK numbers.

I have previously used Zendesk.

The initial setup is not complex. The user manual and initial demo given by the sales team of Freshdesk is good. Our non-technical team members were able to understand how it works within one to three weeks.

The initial setup took around two to three weeks. What took the most time was writing the rules to manage the ticketing system. 

We use a licensing model only so we pay for the number of agents we have configured in the system only. 

Before implementing Freshdesk, I would recommend understanding exactly which parts of the system you will need. You will need to know whether you will use the ticketing system only or need the whole management system including tracking all interactions, social media engagement, and the many other features Freshdesk has. It is important to first understand all of your own requirements. 

Overall, I would rate it an eight out of ten. 

I worked for a huge company operating in about 24 countries and covering about 42 online-shops, separated by brands. We needed a ticket system where we could have everything included and also have separation as there were different call centers working for this company. They were not allowed to see the data of each other.

Freshdesk offers this, with some automation and some other rules that allow us to put in and restrict as necessary. This was the main cause for why we are using Freshdesk.

The productivity has much improved since the use of Freshdesk, as the agents don´t have to use different systems to get all information for the customer.

This is the best tool. There are so many good features, however, one of the main, best features is the restrictions allowed for the agent. With a few mouse clicks, you can change the restrictions for them. For example, what tickets they can see, or what features they can use. 

You can put in some custom apps. It is quite easy to program custom apps and integrate them as Freshdesk is very open with tutorials, and they jump in whenever the programmer has issues.

You can learn the solution yourself rather fast. It's not complicated to use. Basically, what you see what you get. You don't just have to use it out of the box; you can find workarounds easily. 

One of the main benefits is that it is not complicated and the layout makes it easy to find what you need. Everything there, including email notifications, automation, SLA policies, customer sales sections, and so on. It's labeled. It's not complicated. When you click on something, you know what you will get, basically.

They have some flaws. No system is flawless. When I started working with Freshdesk and Freshcaller as well, they were separate tools. Freshdesk is for tickets processing, while Freshcaller is for taking calls and creating tickets out of it. However, these two solutions were more or less separated even though they kind of communicated with each other. And yet, it was not that easy to get a connection. Currently, they are already working to have an omnichannel. That way, you won't have to switch tabs. You can stay in a Freshdesk window and from there you can reach everything. This is the main thing that has to be improved and they're still working tirelessly on it. 

There are some restrictions where you need automations and sometimes there is just no way to achieve what you need - but this is common with other tools.

I'm raising feature requests for the system. However, when you add a feature request and then you have to wait - possibly even a couple of years until enough other companies raise the same feature request as you. Only when there is enough interest, it's put on a roadmap. 

The size of your company seemingly does not really matter when it comes to having feature requests put on the roadmap. 

I've been working with Freshdesk since June of 2019.

From the Freshdesk side, it's very stable. There are no issues with bugs or glitches. It doesn't crash or freeze. The performance is great. Of course, it depends on your internet connection and stuff and on your own computers. Sometimes, when it comes to Freshcaller, the service is not really stable. I experienced that in December last year. It was quite unstable, however, it's my understanding that they found a solution.

In my former company, we had about 600 people using the solution. Now, I'm working with another company that is setting up Freshdesk and Freshcaller and there will be about 250 people.

To scale the product is quite easy. Basically, you buy some service plan, such as the enterprise plan for example. It's based on agents. Whenever you want to add some agents, you just do it and it will be taken into account for the billing.

You can talk to the support easily - just send an email - and they're very fast in helping you and offering solutions and workarounds. They have some great insights.

My impression is that they are very dedicated and they have a lot of knowledge. I have to admit, I mostly worked with technical advisors who were dedicated to me. With the general support, I do not have that much experience. Sometimes I raise a ticket and, when my technical advisor is not available, some other agent or advisor will jump in. Mostly, they know what they're talking about. However, of course, when they have never seen my system or my setup and they are not into it, it's often not easy for them. Sometimes there are some misunderstandings, but those are sorted rather fast.

This product was not the first choice. The first choice was Zendesk. However, there were some issues with the tool itself and with the attitude of the people there. We decided to move from Zendesk to another ticket system, and, with some research, we found Freshdesk and we decided to go with it due to the fact that it offers way more flexibility. On top of that, the people there are really dedicated and they're really human also. They don't want just to sell the product - they want you to be happy with the product. This was the second reason why we chose Freshdesk.

Freshdesk offers way more competitive prices than Zendesk does. And, at that time, for Zendesk, it was not possible to do restrictions, such as ensuring one call center is not allowed to see data from another call center. 

Of course, Zendesk has omnichannel from the start. Everything is integrated into one administration center and everything is connected already. You sometimes still have to find workarounds though as no system is perfect. This is the main advantage that Zendesk still has, however, Freshdesk is working on it to have their own omnichannel.

When you get it, it's quite easy get up to speed. In Europe, you have to deal with strict GDPR-rules, and only when you take the highest price model, you will get a server in Germany. Apart from that, it's quite easy to get up and running.

It took me a bit longer than two weeks to set everything up, because most of the things we wanted to have, we prepared in advance. I would say, to really get your bearing and to really know what you are doing, it takes about three to four weeks. Even then, I've been working with it for nearly three years now and I still learn. I'm still learning more every day.

There is not really any maintenance. It's very stable and only requires maintenance when you have to change something due to any request or requirements from your own company. No technical maintenance is needed.

When you get your demo version, you can do basically everything, try out everything, and there are people who can help guide you. There is a technical advisor and also an account manager. Whenever you have a question or whenever you don't know what to do, they are there to help you. During the first two weeks, I had constant calls with them to have a walkthrough and they would show me things and stuff like that. They're holding your hand basically. It's really great! They are very dedicated and want to help you and want you to be happy.

Basically, they offer a free support desk, however, it's really small, with only a ticketing knowledge base and some other features. The best system plan is Enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly. This cost covers everything - routing, sandbox, audit logs - the whole omnichannel package.

In comparison, for Zendesk, the best service plan is 150 Euros per agent per month, when you are billed annually. There's a difference of about 70 Euros. Freshdesk is much more affordable.

When you want to buy the enterprise support model, then you can talk to the Sales guys about if the price can be lowered. 

I had some looks into RightNow, OTRS and some others. All of them either had not the needed features or were too complicated to use for the end-user.

I'm a customer and an end-user.

I would advise potential users that, if you are happy with omnichannel, take Freshdesk. If you want to have a bit better integration, you should just use Zendesk.

I'd rate the solution at an solid eight out of ten.