Freshdesk Reviews

Pros

We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.

Cons

There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.

Pros

The platform offers a robust ticketing system that consolidates customer queries from various channels like email, phone, chat, social media, and websites. Automation is another strength, allowing repetitive tasks to be streamlined, ticket categorization to be handled automatically, and issues to be prioritized efficiently. The pricing scale is sort of standard in terms of what other companies also offer.

Cons

Reporting and analytics are limited in the lower-tier plans, and accessing more detailed insights requires upgrading to a more expensive plan. While the platform is generally easy to use, setting up advanced features and automations can be complicated, especially for beginners such as myself. Also Freshdesk’s support team is rather slow compared to other companies.

Alternatives Considered

Zendesk Suite

Reasons for Switching to Freshdesk

Pricing for Zendesk was just outright confusing.

Pros

Storing of responses / canned responses not there in Live Person

Cons

1. Agent view limited - CPH (chats per hour) not visible
2. labelling customer while live chat is on is missing (can be done later in CRM
3. Live capturing of Customer sentiment will make trends more effective to gauge.
4. Can connect to knowledge base to give better suggestions
5. It should have a cohesive screen to reduce AHT
6. Can embed Sentiment indicator

Pros

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

Cons

GUI of this product, Freshdesk can better with it.

Pros

So easy to use and manage customer relationships even from abroad!

Cons

I use Freshchat in particular and sometimes it logs me off automatically or the app disappears from my phone, and I need to start the login in process all over again.

Pros

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

Cons

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

Pros

I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks. The ticket merging feature helps collectively group similar concerns which makes working through them much easier and more efficient.

Cons

I think the user interface is not as intuitive as it could be, but that could easily be updated over time. The communication options are also slightly limited as well, but nothing that would pose an issue.

Pros

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

Cons

Very good quality logical elements just in beta variant

Pros

It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.

Cons

It's UI is a little outdated, but it looks like they're improving that constantly.

Pros

It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance.

Cons

The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software.

Pros

Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier.

When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.

Cons

Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

Salesforce Service Cloud is a pain to configure. It's it pretty much unusable unless your company has an on-staff Salesforce developer. You can only configure very basic functionality via the admin options.

Switched From

Salesforce Service Cloud

Pros

The ease of use and the overall look and feel of the experience for the team and our customers.

Cons

We are sometimes limited with our ability to search however this is more about how we use it and not the software itself. We are heavily reliant on our customers sending queries with quality subjects in their emails and due to how generic they are, the amount of queries we receive and the limitations we put on the team to tag/identify can give us high numbers of returns during a search.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

We lost access to the system during a company buy out. We were also changing our team structure so needed something more flexible and robust.

Reasons for Switching to Freshdesk

Better features including customisation. The team at FreshDesk were also amazing to work with - addressing all of our queries and even working on our needs to ensure they could be addressed before we signed.

Pros

Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need.

Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.

Cons

In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers.

Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

It was difficult generating reports from Kayako. We were yet t transfer to their new version. With years of use, we needed something new which met our needs - in line with our ITIL-based structure.

Switched From

Kayako

Reasons for Switching to Freshdesk

Ease of use and support response rate. Freshdesk team were proactive to set up an online meeting with us where sales, IT and other relevant stakeholders were available to answer our questions and understand our needs before paying for the service. While on trial, we had set up 80% of the things we needed while waiting for feedback on the remaining things so this helped us decide quickly.

Pros

FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios.
My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver.
It really seems like a lot of thought was put into creating this product.

Cons

One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used.
Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.

Alternatives Considered

ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus and SolarWinds Service Desk

Reasons for Choosing Freshdesk

Cost and reliability. Previous solution was buggy and we were using it because it was free. Once they switched to a licensing model, we expect higher quality when paying.

Switched From

Xcitium Endpoint Detection & Resonse

Reasons for Switching to Freshdesk

Easier integration with Teams/Azure DevOps. Cost did not include a lot of features we don't use as we're a small company. With the smaller tier we're getting what we need at a low price. More than we need really.

Pros

Software is very clear and easy to use. A new user would require minimal training.
All latest ticketing ideas and features are already implemented.
There is constant development and you can see the changes every day without affecting the existing functionality though.
Great staff mentality and customer approach.

Cons

Some times users are a bit confused, but I guess this is normal when someone enters a new platform.
There are some hidden features that should be available on the administrator menu in my opinion.
The parent-child feature should be more flexible.

Alternatives Considered

Teamwork Desk and Zendesk Suite

Reasons for Choosing Freshdesk

We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.

Reasons for Switching to Freshdesk

Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.

Pros

The knowledge base system provides a few options
Knowledgebase can be offered to your team and to your clients
The user controls allow for different users across platforms
Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets
Can send and receive emails from your inbox

Cons

The app is far the worst part of the product as it's buggy, unreliable and slow
Email management basics are missing or inefficient
The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary
The support teams are challenging to deal with and you have to repeat the same information over and over
Freshdesk lacks in its features when it comes to separating responses
The tool does not know how to override the from address when another agent is in vs. assigned
Filters are limited
The auto-reply detection does not work as tickets get created from auto replies all the time
Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process

Alternatives Considered

Kayako, HubSpot CRM and Zendesk Suite

Reasons for Choosing Freshdesk

We wanted to better manage our customer service emails and client management.

Switched From

Google Workspace

Reasons for Switching to Freshdesk

It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead.

Pros

Freshdesk is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs. The dashboard is easy to navigate and the customer service team has been very responsive in resolving any issues we have had.

Cons

The one downside we have experienced is the price of the premium plans. While Freshdesk is an amazing platform, the price is a bit on the higher side.

Pros

Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics

Cons

Limited flexibility for creating custom reportsSome features are only available in higher-priced plans

Alternatives Considered

HappyFox Chatbot and Help Scout

Reasons for Choosing Freshdesk

We switched to Freshdesk from Zoho Desk for its more intuitive interface, better automation capabilities, and wider range of integrations. Freshdesk allowed us to save time and provide better service to our customers, and its integrations helped streamline our operations. Overall, Freshdesk has been a more comprehensive and flexible help desk solution for our organization.

Switched From

Zendesk Suite

Pros

The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface.

Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.

Cons

Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner.

I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software.

That way, an agent can further manually review the Spam tickets and deal with them accordingly.

Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically.

Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category.

That way, an agent can get rid of unwanted contacts.

Pros

It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history.

I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD.

I wish they had:
-more options for scenario customization
-more options for keyboard shortcuts/customization

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They have a decent customer support team that responds relatively quick(within 24 hours).

Cons

Some features from the old FreshDesk didn't transfer to the new FreshDesk mint.
-Text in <PRE> tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint. I have to literally copy the whole string and create a comment so I can read my client's request.

-I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket.

-CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint.

-Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?

Pros

Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great.

Cons

Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan.

Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved.

There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen.

Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque.

The concept of ticket fields vs user fields can be a bit annoying.

There are little refinements that are lacking (email alerts that are not as good as they should be, etc).

Pros

Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.

Cons

Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).

Pros

Centralized communication: Freshdesk allows businesses to centralize their communication channels, including email, phone, social media, and chat. This can help to improve response times, reduce confusion and improve the customer experience.Ticket management: Freshdesk provides businesses with a powerful ticket management system that can help to streamline workflows, automate routine tasks, and prioritize support requests.Multi-channel support: Freshdesk allows businesses to offer support to their customers across a range of channels, including email, phone, social media, chat, and more. This can help to improve accessibility and convenience for customers.Automation: Freshdesk allows businesses to automate routine tasks such as ticket routing, canned responses, and follow-up messages. This can help to free up time for support agents and improve efficiency.Reporting and analytics: Freshdesk provides businesses with a range of reporting and analytics tools that can help them to track key performance metrics, identify areas for improvement, and make data-driven decisions.Collaboration: Freshdesk provides support agents with a range of collaboration tools that can help them to work together more effectively and provide better support to customers.

Cons

Cost: Freshdesk can be expensive, especially for small businesses with limited budgets. While there is a free version available, it has limited functionality, and more advanced features require a paid subscription.Complexity: Freshdesk is a complex platform with a lot of features and options, which can make it overwhelming for new users. It may take some time to get familiar with the software and set up workflows that work well for your business.Customization: While Freshdesk is highly customizable, it can be difficult to configure and customize the software to meet your specific business needs. This can require technical expertise, which may be a challenge for some businesses.Integration: Freshdesk offers integrations with a range of third-party tools, but it may not integrate with all the tools your business uses. This can create additional work to manage multiple systems and workflows.Limited automation: While Freshdesk does offer some automation capabilities, it may not be enough for businesses with complex support processes. Some tasks may still require manual intervention, which can slow down support workflows.

Pros

Freshdesk is a powerful and intuitive customer support software that offers a wide range of features, including ticketing, automation, collaboration, and reporting. The platform's easy-to-use interface and customization options make it ideal for businesses of all sizes and industries. The mobile app is also a helpful feature for on-the-go customer support.

Cons

One downside I experienced with Freshdesk is that the pricing can be on the higher side for some businesses, particularly those with a large customer base or high volume of tickets. Additionally, some users have reported that the reporting and analytics features could be more robust.

Alternatives Considered

Help Scout and Zoho Desk

Switched From

Zendesk Suite

Pros

1. Occasional agents - great feature to keep agents without buying additional places
2. Very convenient multi-language feature
3. LIQUID gives lot of possibilities
4. Gamification features
5. Fully-operational API which is convenient to use
6. Great uptime. For almost 12 months of use - very rare failures
7. Convenient UI both for agents and customers (still lots of room for improvement)
8. Constant improvements and new features (but no sandbox still :( )
9. Convenient customization of solutions (with multi-language features)
10. Good functionality of Dispatch'r, Supervisors and Observers. But still they are poorer than in SF and for some reason they're divided in separate groups (in SF they're just Workflow rules)

Cons

1. Some interesting features are hardcoded and have no possibility to be re-used (e.g. no "Popular articles" feature. Or we'd like to place Search field to outter resource so we could push customers to Helpdesk portal. But it can't be placed somewehere outside Freshdesk)
2. Having deep experience with Salesforce, we can say that Freshdesk has VERY LOW options of customization. E.g. we can't just limit rights to separate field or hide it for some users (I know there is an application, but it's not native functionality of Freshdesk)
3. Shutting down system (Hotline) and forcing users to move to another solution (throwing out all works done about implementation of Hotline)
4. No clear documentation about establishing integrations (e.g. with telephony service)
5. Day passes - I think it's incovenient that they are not included into subscription plan. Perhaps 10 passes a month or smth like that
6. No possibility to create own report - only use pre-built ones
7. I suppose b2b system should me much more flexible (we have a great example of such approach - Salesforce)