Freshdesk Reviews

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.

We use Freshdesk for all our ticketing related to issues around the organization. We use this tool to communicate, track everything, and make everything visible for the organization. We didn't know what was happening before we got this application. Now we get to know what is happening at the plant level.

Freshdesk has an awesome reporting tool, and you can build all the reports and design them however you want. For example, I added a new field called a "reason" to the ticket to better understand why the user-created that ticket. After three months, I pulled the report with all the recent code, and it told us where the issue was and all the predominant problems we were facing. So, we came in and picked up the most important ten issues and started solving them, which has helped our organization. 

I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. 

The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before. 

There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. 

It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with. 

I use Freshdesk every day. 

Freshdesk is a stable solution.

Freshdesk is scalable and easy to achieve. We have about 2,500 people using it at my organization.

Technical support is good and super fast.

The initial setup is straightforward. Implementing Freshdesk is super easy, and I did it in two days. You don't have to break your head with the configurations because it's very simple. In two days, you can start using it. The production version can be set up in a week, and the whole organization can start using it.

Once you run a test, you'll understand what features are available and what are not. You will also better understand what you can develop. In contrast, if you want to install ServiceNow, you will need a consulting company to do that, and they charge thousands of dollars. With this one, you don't need them or your in-house developers. You can just go ahead and create it in about a week and deploy it to production.

It's a one-time activity, and once you've done it, that's it. You don't have to do any maintenance.

I implemented this solution by myself.

The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19.

We looked at other applications like JIRA and ServiceNow, but compared to Freshworks, they were expensive. Freshdesk is also quite easy, and just one person can set it up and get it running within a week. 

I would definitely recommend Freshworks to potential users. If they are not using ServiceNow or a ticketing system in the environment, they should look at this solution, play around with it, and see how it works. They can look into other applications for mid-size to large-sized environments, but this is the best application. Even for a very tiny business, this is the best application.

On a scale from one to ten, I would give Freshdesk a nine.

We are using Freshdesk for a help desk and a call center for documentation and ticketing for customers.

Freshdesk allows our customers easy and simple way to consume the documentation as well as manage all tickets 

The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.

Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions.

In a future release, it would be beneficial if Freshdesk added the ability to publish files. For example, if I have an FTP site and I need to publish something for customers, such as installation files, I cannot do it in Freshdesk. I have to upload that on another system and bring it in as a link instead of being able to do everything in one place.

I have been using Freshdesk for approximately three years.

Freshdesk is 90 percent stable.

Freshdesk is scalable. This is a SaaS solution, which is not managed by us.

We have approximately 500 agents and managers that are working with this solution which are outside customers.

The technical support from Freshdesk is great, they are responsive.

Positive

We previously used JIRA Service Management, but it was very expensive. We decided to go with Freshdesk because of the price. However, today I'm considering moving to Zendesk because they are richer in features and integrations and it allows me to do much more than Freshdesk.

The initial setup of Freshdesk is not straightforward because there is a lot of preparation. However, this is something that would take time in any solution because you need to build your own look and feel.

I rate the initial setup of Freshdesk a five out of ten.

The deployment of Freshdesk was done in-house.

The maintenance of Freshdesk is not simple. This includes directly the overall capabilities, such as formatting documents that you want to load and the ticket life cycle process.

I rate the maintenance of Freshdesk a five out of ten.

Freshdesk helps us to manage the customers and requests and documentation. With all the difficulties, we did receive an ROI that helps us to work with customers.

We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees.

we did evaluated other tools like SalesForce service and zendesk as well 

My advice to others is they should check that Freshdesk services all their use cases, mainly on the documentation. It is standard ticketing, usually, it's fine. However, the documentation which you publish in the portal is not rich enough. You need to know what to do.

I rate Freshdesk a six out of ten.

We are a health insurance company that uses the solution to communicate with our customers through chat, as well as health providers and other prospects. We use it according to teams; the customer success team is divided into three teams: those who attend to voice only, those who attend to emails only, and those who attend to chats only.

For every request that comes in via any of these channels, the agents in these channels take charge there.

We currently don't use calls for Freshworks because of our IT provider in Nigeria. However, we use email and chat, and they both work well. Some new features that they recently released will give the chat, Freshchat, more functionality than Freshdesk. We were using Freshdesk before, but we are right now on Freshchat.

The UI is also easy to use.

Currently, they have Freshchat as the central platform. But for email, I would still like to have assistance around how our agents can assist our customers, such as on-the-go translation; as we are expanding to the emerging market, we would not be able to hire and pay customer support agents in those areas immediately, so we won't be able to attend to their conversation if we do not speak the same language. That is something similar platforms have, which I would like to have included in Freshdesk.

We have been using Freshdesk for over three years.

I rate Freshdesk's stability as eight out of ten. There is room for improvement with the chatbots.

It is scalable. We currently have about 16,000 chatbot sessions monthly, which keeps growing every month.

Support is very knowledgeable, so they know their products very well. They can almost always resolve your problem immediately.

The initial setup was relatively easy.

One of the issues we are looking into is the cost. As we keep on expanding, it means that we will need more licenses. Currently, that would blow our budget. That's the main concern right now because the cost is very expensive.

Aside from the license, we have chatbot conversation costs.

One should go for the solution if cost is not a problem or if they will not expand to major markets and require many licenses. There is still room for improvement, but the UI is easy to use, compared to some other platforms. I rate Freshdesk a seven out of ten.

We are using the product for communication with the clients. We use it for opening tickets and communicating.

It is very easy to make reports. There are a lot of tags on every ticket. As a supervisor or as a head of a certain department, you can easily make reports for every agent on your team. 

The solution is stable.

It's scalable and is able to handle big workloads. 

Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.

If I'm going to contact a client, then I have to put all of these tags, and that ticket is closed as the ticket has been sent. It's similar to when you send an email. That ticket has now been sent and therefore it's closed. If the client responds, the ticket will come back as open. However, if we send a ticket to a different department, let's say, then we have to put the ticket on as open to the different department and I'm not going to be able to see it unless the other department sends it and replies, and puts it back on my name as open. The ticketing feature is a bit complicated. 

In order to send a simple email to a client, I need three minutes. And due to the fact that we send a lot of emails, that amount of time required is time-consuming for us.

Freshdesk has a feature called Freshchat. I would like to have translation services inside the chat. We get a lot of clients from different countries speaking different languages.

I've used the solution for five to six months.

The stability is good. There are no bugs or glitches. It doesn't crash or freeze. Its performance is reliable.

The product is scalable. We handle quite sizable workloads and it is able to work well regardless.

While we have 100 users, not everyone uses this solution. We use it for customer support, finance, the operations department, and the partner's department, which may be up to 15 people. We do use it on a daily basis. We do not plan to increase usage until we hire more people. 

Prior to this solution, we were using Zendesk. 

For us, the difference is you can see all of the tickets in Zendesk. That's really important, as you can also see tickets from a different department. You can see how a certain specific case is being handled. Is it being handled well? What are the updates? 

With Freshdesk, the tags are really time-consuming. You have to check with different departments and ask "Hey, have you checked this ticket, this ticket number?" You have to save the ticket number so you will be able to actually ask them. 

I'm not responsible for the setup. That said, it's my understanding that we did have a couple of issues when it comes to workflow. For example, certain tickets should come to a certain department, and we have issues with that. 

The company handled the initial setup in-house. 

I'm not familiar with the pricing aspect of the product.

I would recommend Zendesk. I prefer Zendesk and would recommend it to everyone. Freshdesk I do not like as much. It's much more time-consuming. It's much more complicated. If you have a big workload, then that can get in the way of actually getting work done.

I'd rate the solution seven out of ten. We've gotten used to it, however, it's too time-consuming. Choosing this solution was a management decision. It's not ours. It's not an ideal ticketing system.

Our primary use case is support emails. When customers wanted to reach out to us, we had a help desk linked to the support email. When we receive tickets, all of them are classified by region and the assigned relationship manager. Then we divert them for resolution. 

One of the main benefits is user engagement. The interface is so fantastic that the learning curve for any user on the platform is maybe an hour. It's such a simple tool and very intuitive, so we can train a user and get them onto the platform within no time. If a user is aware of the business, using this tool is no hassle. The training time is so short on this platform for users at the associate level. 

The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well.

When we ask them for changes or features, they usually provide a workaround or a feature. They stay on top of the latest technologies. The most significant feature they've added recently was two years ago. It was an AI chatbot, which is very important for business.

They've gotten all the features at the right time and integrated them into the platform. There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback. 

I've used Freshdesk as an admin for at least 4.5 years now, so I've been engaged with the tool day in and day out.

I've never seen Freshservice go down in the past 4.5 years that I've worked on that platform. I haven't had issues with usage or downtime. If there is downtime, we're told about it. We don't have trouble with connectivity because it's an SaaS tool, so there are no problems serving our customers. 

It's absolutely easy to scale. I'm sure this can handle any number of users or any volume of issues. We have 2,500 users at the moment. 

Freshdesk support is great. If we ever had minor performance issues, it would just take an email or call to the support center, and they would fix it immediately.

It's very straightforward. The initial implementation didn't take long, but I wasn't there at the time. When I became an admin, somebody else had already implemented it, so I'm unaware of the details. However, we did more implementations after that, but it was plug-and-play because we already had everything in place. There were no hassles. There's no maintenance on our side, either, because that's taken care of by Freshdesk.

I would say Freshdesk is competitive compared to other products on the market. 

I rate Freshdesk 10 out of 10. I recommend it because I think anybody who tries Freshdesk will be convinced that this is one of the best tools they could use for their organization. I see that all the leading organizations in the market use Freshdesk today for the support system.

It's more than a support tool because it has a lot of integrations that you can work with. You need to work with the team and let them know its use cases. They have a solution for all the issues with customers that we face as an organization. I don't think they've ignored anything from a customer experience perspective. I would say that any company wanting to implement this particular tool should try it because I'm sure they will like it.

It's a simple application for trouble tickets.

The solution is very easy to configure. It will not take a lot of time to configure.

It's a product that is very easy to use and very user-friendly. 

It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets. Right now, we are in a big development stage with our business. 

The solution is very stable.

The scalability is good.

While it's good for a small number of tickets, definitely in the future, we will require something more powerful.

I would prefer to have a lot more functionality. There's a bit of a trade-off between the price and the functionality. When we do choose the new solution, we will have costs go up. 

I've been using the solution in this company for about a year. 

The stability is good. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. 

The solution can scale. 

We have 100 users on the product currently.

As we grow and get more tickets, however, we likely will need a bigger product and will move away from this one. 

The solution has been great. We haven't needed technical support. 

As a cloud-based solution, the initial setup is very easy and very straightforward. It's not overly complex or difficult. 

For us, the solution is free to use. We do not need to pay for something bigger. If we want more functionality, it will cost us more. 

We did look at other solutions, however, I cannot recall their names. We chose this solution as it was free to use and fit our requirements. 

I'm a customer and an end-user.

I'd rate the solution at an eight out of ten. I'm pretty happy with its capabilities. 

While it does depend on the company's requirements, I would recommend this product to other organizations. 

It is mainly used for customer support via email or chat.

I am able to use more analytics to track the performance. I also noticed that the overall speed of the platform is improved compared to our last CRM tool provider.

The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.

We were previously using OTRS on the on-premise server and there was limited space for us. With Freshdesk, we don't have to worry about that because they actually have a cloud version where you can store more information. Also, the analytics of Freshdesk, for me as a manager, make my life easier tracking the performance of the customer support team.

There are some features I would like to improve. For example, I would like to be able to change the subject in emails for ourselves. We use a lot of third parties. So if we want to handle an email from one of our suppliers or one of our clients, we have to have two tickets, and it would be easier if we could only have one ticket to handle everything. With Freshdesk, that's very difficult because we can't change subjects. So, if we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.

I have been using Freshdesk for about a year and a half.

The stability is fairly good. We have had some small issues with system crashing but it was resolved quickly by the Freshdesk support.

We had one issue that we had to escalate to the technical support. It crashed and we had to have their help to fix it. Their support wasn't the best, it took a little bit for the person to understand what I was trying to say. And they seem to have a lot of layers between the customer support and their tech team. But once it reached the tech team, they were very fast to solve it.

The initial setup was fairly simple. We had about a month of trial and then it was fairly simple when we launched. We had an onboarding person that gave us overall training for it, and then they have the Freshdesk Academy, where they have training videos on their platform that I could use. It would just direct my team to see it as well, so it's fairly simple. It didn't take too long.

There were five people involved and it took about a month and a half.

I think the pricing is fair. I don't think it's cheap, but I also don't think it's too expensive. It was one of the best values for your money that we found when we were checking the possibilities of substituting the old CRM tool.

I think there is also a monthly fee, and if we want to have more features, we would have to also scale up the license.

We switched to Freshdesk to have the possibility of having everything on the cloud. We used to have a physical server in our office and it just didn't make sense anymore.

My advice to anyone thinking about Freshdesk is to test it a lot. There are some features that are very different from other tools. And make sure that you understand everything that you need. Also to talk with the sales personnel at Freshdesk to understand what they can offer. In our case, there were a couple of things that we had to adapt because I wasn't very clear with our needs on the onboard process. So, it was more of my fault than theirs but then we had to adapt it because Freshdesk just didn't have some options. For example, with their ticketing process.

On a scale of one to ten, I would rate Freshdesk about a seven.