About Freshdesk
Freshdesk pricing
Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at US$15.00/month.
Alternatives to Freshdesk
Freshdesk Reviews
Feature rating
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Weekly for 6-12 months
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Review Source
A Comprehensive and Intuitive Help Desk Solution
Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface. Although there were some limitations, we have been very satisfied with our experience with Freshdesk and would highly recommend it to any organization looking for a powerful and affordable help desk solution.
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
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
- Industry: Internet
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Excellent customer support ticket system
Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.
Pros
Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.
Cons
Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.
- Industry: Internet
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
freshdesk
We have been able to manage all customer interactions, regardless of the channel, in a single location ever since we implemented Freshdesk. We have been able to provide our customers with a support experience that is more consistent and seamless , which has led to increased customer satisfaction and loyalty.The capacity for automation is yet another advantage that we have realized. We can automate a lot of the repetitive work that goes into managing support tickets with Freshdesk, like assigning tickets to agents and sending canned responses. We have been able to concentrate on more difficult and complex support issues, which has saved us time and increased our efficiency.In general, Freshdesk has proven to be a useful instrument in the management of our customer support operations. We have been able to provide better customer support, streamline our internal processes, and enhance our overall performance.Transforming Customer Support with Freshdesk
Pros
I have viewed the product as a valuable tool for overseeing client interactions and support tickets. Freshdesk's multi-channel support capabilities are one of its key features that I like. We can manage customer inquiries and support tickets across email, phone, social media, chat, and other channels from a single platform with Freshdesk.This feature has been especially helpful in ensuring that we can provide our customers with a streamlined support experience regardless of how they contact us. Additionally, it enables us to track and manage all customer interactions in a single location, facilitating time savings and streamlining our support procedures.We have been able to cut down on the amount of time and effort required to manage support tickets thanks to the software's array of automation features, such as canned responses, rule-based workflows, and intelligent suggestions. We are able to quickly respond to inquiries from customers, assign tickets to the appropriate agent, and even automate tasks that are done over and over again.Generally, I have viewed Freshdesk as a simple to-utilize and natural programming that has assisted us with further developing our client care activities.
Cons
The complexity of the reporting and analytics features is one thing I find difficult. I have found the process of creating and customizing reports to be somewhat cumbersome and unintuitive. Finding a way to extract the data you need can take some time, and even then, the reports can be hard to understand and use.The options for customization are another thing that I find somewhat frustrating. Although Freshdesk provides a variety of features and integrations, we are limited in our ability to customize the software to meet our specific requirements. For instance, we might want to have the option to tweak a portion of the interface and workflow to be more readily line up with our process.Lastly, although Freshdesk does provide a free plan for small teams, the more expensive plans can be pricey. We have had to carefully consider the costs when selecting a plan.In spite of these difficulties, freshdesk is, in my opinion, a useful instrument for operating customer support operations.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Good helpdesk tool that needs better integration between its own Freshworks suite.
We can manage support requests much better with Freshdesk, and it has helped reduce response times and support quality as a result of that.
Nevertheless, their support and the lack of a single widget for Freshchat and Freshdesk is not great.
Pros
The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations.
Cons
Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients.
Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing.
Reasons for Choosing Freshdesk
We switched as Intercom did not offer SLA tracking and merging of messages, resulting in losing track of important client issues.Switched From
IntercomReasons for Switching to Freshdesk
* It offered better SLA tracking than the alternatives. * The setup was much easier than Salesforce. * Their client management was better than what Help Scout could offer at the time. * The Sales team/CSM team was much better than Zendesk during our first interactions.- Industry: Gambling & Casinos
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
A Comprehensive and Reliable Help Desk Solution - Freshdesk
We have been using Freshdesk for a few months now and the overall experience has been positive. We have been able to better manage our customer queries and provide timely responses. The customer support team has been helpful and responsive whenever we have had any questions or issues.
Pros
Freshdesk has been a lifesaver for our customer service team. It has allowed us to keep track of customer queries and respond to them quickly and efficiently. The user interface is intuitive and easy to use, so our team can quickly get up and running. Also, the customer support team has been extremely helpful and responsive when we have had any questions or concerns.
Cons
Freshdesk can be a bit pricey for small businesses, and the mobile app is not always as reliable as the desktop version. Additionally, the reporting and analytics capabilities are limited compared to some of their competitors.
