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Freshdesk OverviewUNIXBusinessApplication

Freshdesk is #1 ranked solution in top Customer Experience Management tools, #2 ranked solution in top Field Service Management tools, #2 ranked solution in top Knowledge Management Software, and #3 ranked solution in top Help Desk Software. PeerSpot users give Freshdesk an average rating of 8 out of 10. Freshdesk is most commonly compared to ServiceNow: Freshdesk vs ServiceNow. Freshdesk is popular among the large enterprise segment, accounting for 60% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 29% of all views.
Freshdesk Buyer's Guide

Download the Freshdesk Buyer's Guide including reviews and more. Updated: June 2022

What is Freshdesk?
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Freshdesk Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Freshdesk Video

Archived Freshdesk Reviews (more than two years old)

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Customer Service Manager at HOI
Real User
Stable and scalable with a straightforward setup
Pros and Cons
  • "The organization that is possible with other departments is the solution's most valuable aspect."
  • "Technical support is not the best. It could be much, much better and offer better support to users."

What is our primary use case?

We primarily use the solution for issue ticketing.

What is most valuable?

The organization between other departments is the solution's most valuable aspect. The interface and dashboards are user-friendly. The pricing is okay.

What needs improvement?

In terms of features, I can't think of anything that's lacking. It's a solid solution. I've only been using the solution for four months. It hasn't been long enough for me to know everything about the solution. Technical support is not the best. It could be much, much better and offer better support to users.

For how long have I used the solution?

I've been using the solution for eight months now.
Buyer's Guide
Freshdesk
June 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
609,272 professionals have used our research since 2012.

What do I think about the stability of the solution?

The solution is quite stable. There aren't any bugs, glitches or crashes.

What do I think about the scalability of the solution?

The solution is scalable. If a company needs to expand, it will be able to do so quite easily with this product. We might have 70 users on the solution currently.

How are customer service and support?

I've been in touch with technical support in the past. I'm not exactly satisfied with their level of support. It's something the solution could improve.

How was the initial setup?

Everything about the setup was straightforward. It's not complex at all.

What other advice do I have?

We're a customer. We don't have a relationship with the solution. I would recommend the solution to other organizations because it is easy to use. I'd rate the solution ten out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Harshit Pahuja - PeerSpot reviewer
Operations Manager at Be You Plus
Real User
We're able to respond to customer inquiries much faster and with better information.

What is most valuable?

The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets.

How has it helped my organization?

We're able to respond to customer inquiries much faster and with better information.

What needs improvement?

It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter.

For how long have I used the solution?

I have been using it for 10 months.

What was my experience with deployment of the solution?

No issues with deployment as of now.

What do I think about the stability of the solution?

No issues with stability as of now.

What do I think about the scalability of the solution?

No issues with scalability as of now.

How are customer service and technical support?

Customer Service:

8/10

Technical Support:

8/10

Which solution did I use previously and why did I switch?

This is our first help desk solution.

How was the initial setup?

The initial setup wasn't too complex. It was easily understandable and quite simple.

What about the implementation team?

Implementation was done by an in-house team, although their support system was also very helpful.

Which other solutions did I evaluate?

We also evaluated Zendesk.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Freshdesk
June 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
609,272 professionals have used our research since 2012.
it_user339399 - PeerSpot reviewer
Operations Manager at a retailer with 51-200 employees
Vendor
Freshdesk can be accessed from anywhere where an internet connection is available

What is most valuable?

Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and flexible tool.

How has it helped my organization?

We were able to create numerous different help desks with graphic layouts matching our customers websites. Freshdesk allows us to act on behalf of different companies without their customers knowing about it, thanks to groups and agent features. We can also allow for an agent from a company for whom we fulfill orders to access tickets from his company group only.

Without Freshdesk, our customer service would have to have access to numerous e-mail accounts without the possibility to be logged into all of them at the same time if they were with the same provider. It would not be an efficient way of dealing with customers.

What needs improvement?

Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with every post. It could limit it to posts with key words/sentences.

For how long have I used the solution?

We have used Freshdesk since March 2012.

What was my experience with deployment of the solution?

As a cloud based system, Freshdesk does not require much, just a web browser and everything is nice and easy to use.

How is customer service and technical support?

When it comes to setting new help desks and integrating these with different companies' emails, etc. It may be tricky sometimes. Freshdesk customer service and technical support has always been really helpful. When it comes to dealing with forwarding email servers, Freshdesk was always happy to organize a conference where we could all discuss and fix issues together.

How was the initial setup?

The initial set-up was not easy, but it was not difficult either. It is like that with any new software that you use, you just need to get used to it. Thanks to great support from Freshdesk, every question we have had has been answered promptly.

What about the implementation team?

The registration process is really easy. It can be done in-house with on-line help from Freshdesk support.

What was our ROI?

Freshdesk saves us a lot of time, and allows us to provide an excellent and efficient customer service.

What's my experience with pricing, setup cost, and licensing?

There are obviously fees for using it, but it is definitely worth it. You pay for every agent using it which is a fair fee.

Which other solutions did I evaluate?

There were not that many other options suitable to our requirements. Freshdesk was the best value for money.

What other advice do I have?

There were not that many other options suitable to our requirements. Fresh Desk was the best value for money.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Customer Relations Advisor at a tech vendor with 51-200 employees
Vendor
The API is powerful.

Valuable Features:

  • Email/ticket handling.  
  • Custom email server option.  
  • Knowledge base framework is really good, but not quite as customizable visually as Zendesk.  
  • Also, the Freshdesk API is so powerful...  We can do basically anything we can think when it comes to ticket handling.

Improvements to My Organization:

Our customer service is built around it, and has been for years.  We've grown with it, so it's hard to say how it "improved" our operations.  It's all we've known.  I'd hate to be without it.

Room for Improvement:

Localization needs to be implemented.  No option for other languages at this point in the knowledge bases.  Customer service used to be fantastic, but seems to be slipping a bit as they grow larger.  Still good though.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user333843 - PeerSpot reviewer
Senior Technical Analyst at a computer software company with 51-200 employees
Vendor
The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, but they shouldn't change the base CSS for existing templates in random updates.

What is most valuable?

The most valuable features of Freshdesk are the completely customizable solutions center (assuming you have LOTS of patience), the ticket automation, and the reporting.

How has it helped my organization?

The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, and the ticket automations allows us to set priorities on incoming tickets based on who is submitting it. Both of these features make it easier to handle escalations and help draw our attention to the customers that need it the most.

What needs improvement?

The most frustrating thing is definitely the solutions center customization. For starters, they shouldn't change the base CSS for existing templates in random updates, breaking layouts that have remained static for six months. Aside from that, providing more documentation on common requests would be helpful.

For how long have I used the solution?

We switched to Freshdesk about eight months ago.

What was my experience with deployment of the solution?

Coming from Zendesk, we had very little issues with deployment. We were able to upload a zip file of all our old tickets, and Freshdesk automatically populated our database. Transferring help articles was nightmarish, and it wasn't worth it to stumble through the lacking documentation to learn the API enough to import them all (we only had about 100). We ended up manually copying/pasting the intact HTML code from Zendesk into Freshdesk and hosting all the images on our own server, which was fairly quick, but definitely not ideal.

How are customer service and technical support?

I've only reached out to Freshdesk support a few times, and they've always been responsive and helpful.

Which solution did I use previously and why did I switch?

We switched from Zendesk for numerous reasons, but mostly because of problems on Zendesk's end as opposed to features in Freshdesk. The reporting, simple customer satisfaction surveys, and gamification in Freshdesk certainly did help push us over the edge in favor of it, though.

How was the initial setup?

Everything was simple except importing the help articles, which was awful. Aside from that, customizing the solutions centre stylesheets/page layout was very, very time consuming, but that's more unforgivable considering the heavy customization we were doing. We needed to use quite a few hacks and reach out to their support team for help with figuring out how they handle pagination, but again, nothing I wasn't expecting. the support team was great.

What about the implementation team?

I did it. Assuming you have your tickets in a .zip file, everything is smooth sailing, but you'll need to be somewhat technical to move help articles or heavily customize the help centre since you're injecting raw CSS.

What other advice do I have?

The only advice I have is to keep it simple, at least initially. There is so much you can do in the admin panel that you can get lost in there and end up with some janky automations or incoming ticket rules that don't quite make sense, and then you don't remember where to go to change it back. Tackle the admin panel one section at a time unless there's some things you know you cannot live without.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Mobile Developer at a tech services company with 51-200 employees
Consultant
Setup is simple with the MobiHelp SDK, credentials from Freshdesk, and some codes. However, I want to see it integrated with C# for Android in the next version.

What is most valuable?

Aside from sending a ticket to client, it can also send an image. You can add custom data such as the IMEI, location, or any other information you want to include to the image.

How has it helped my organization?

It helps with having faster communication and actions from the client.

What needs improvement?

I want to see it integrated with C# for Android in the next version, as it is currently only integrated for Java.

For how long have I used the solution?

I've used it for almost three months.

What do I think about the stability of the solution?

We have encountered lots of issues from observations of our QA. Some issues we face are concatenated (new line) as it displays '=0' and differences between line spaces, but they immediately fixed those issues.

We're still waiting for resolutions for others, such not being able to recover lost data or tickets. For example, if I logout and login again, here's a delay with sending and receiving ticket, and it can't be integrated into our app in C#.

How are customer service and technical support?

8/10 - since they are always active and take actions if possible.

Which solution did I use previously and why did I switch?

As we are still waiting for some features which are supposed to be in the next release, we have built our own APK.

How was the initial setup?

It is simple and easy to use. All you need is the MobiHelp SDK, the credentials that they will give to you, and some codes.

What about the implementation team?

If you are an Android Java developer, it's easy for you to implement this product in a day, or possibly less.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Lecturer at a university with 51-200 employees
Vendor
It allows our team members to share tickets and to track their progress, although we're unable to receive messages from certain email addresses.

What is most valuable?

  • Ticket system - provides us with support tickets submitted by customers from various sources
  • Sharing - team members can share progress of tickets

How has it helped my organization?

  • We can follow up on tasks.
  • Our team members can sharing tickets.
  • It provides the actual status from divers department.

What needs improvement?

There are issues with technical incidences, such as not being able to receive messages from certain email addresses.

For how long have I used the solution?

I've used it for six months.

What was my experience with deployment of the solution?

Not much, however it can be difficult to comprehend for some team members.

How are customer service and technical support?

Customer Service:

8/10

Technical Support:

8/10

Which solution did I use previously and why did I switch?

I did, however this one is the most complete solutions.

How was the initial setup?

It was complex to set up the parameters.

What about the implementation team?

It was done in-house.

What was our ROI?

It's pretty good.

What other advice do I have?

It's a great tool once everything is in place.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Head - Customer Support Desk with 51-200 employees
Vendor
The ready-to-use reports are a valuable feature, but the overall look of it could be improved.

Valuable Features:

Chat, Customer Satisfaction survey, ready-to-use reports

Improvements to My Organization:

Through chats we now connect with a bigger audience and satisfaction surveys have allowed us to know clients' points of view in a better way.

Room for Improvement:

Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself.

Disclosure: I am a real user, and this review is based on my own experience and opinions.