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.

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. 

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.

I used it within my team because the team came from different locations. So we used FreshStack as part of our CRM. When it came to our clients, we used it for anything customer-related. If there was any increase for the client, we used it.

We used Freshdesk as a customer service platform. We used it to deal with client inquiries, log issues, and requests. We used it to answer any questions that the customers might have about the LMS platform that we built because the platform was integrated with Freshdesk. If they had any inquiries, they would log into our platform, and we received them through Freshdesk.

We had about ten Freshdesk users in our company, and anywhere between a hundred and a thousand customers using it.

What I found the most valuable about Freshdesk is that it generated reports for us, which helped us identify the status of requests and the aging of requests. There are certain levels to a ticket depending on the category. Whenever we downloaded the report, we were able to see the aging of the tickets, ensuring that we were 100% with the SMAs that we've committed to your client.

I would say that Freshdesk is a little blunt. I would like to see a little bit more color in the solution. Other than that, I had no other issues with it. Our company didn't need anything highly technical, and Freshdesk was a helpful tool that did whatever we needed at the time. Even though we are located in the Philippines, we were able to assist our clients in Singapore and Indonesia through Freshdesk.

I've used Freshdesk for about three years.

Since it was cloud-based, we didn't have any issues with the stability of the solution at the time. It was a really good tool for us.

We did not have any issues with the scalability of Freshdesk. We had anywhere from a hundred to a thousand users but never had any problems with the solution.

Before switching to Freshdesk, I had used Zendesk. I used Freshdesk for about three years and then started using Mojo Helpdesk.

Freshdesk was set up by our tech team. We needed the tech team to integrate it with our platform since we could not do it ourselves, but I would say that the setup was user-friendly and that the solution does not require much maintenance.

I don't know much about Freshdesk's pricing since my managing director was the one who purchased the solution.

If I were to choose from Freshdesk, Zendesk, and Mojo Helpdesk, I would opt for Freshdesk just because I was using it more extensively than other solutions. Zendesk was also good but I only used it for a year. When it comes to Mojo Helpdesk, the onboarding was not very extensive, and there were questions I had that were not answered. That was not directly the fault of Mojo Helpdesk, but the people who made us use it. Additionally, some of the functions ended up not working properly.

I think good onboarding and good training are key to ensuring that the person using the solution will be able to understand all of its features and maximize its use. In addition, a good onboarding program for the client and for the user is crucial in order to optimize the platform.

Overall, 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.