Freshdesk Reviews

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. 

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 it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions, bug fixes, and third-party software bug fixes. We even use it for tracking small projects.

It is a SaaS solution, so we have its current version.

We had over-customized HEAT to the point where it was just not very useful for a company of our size. Getting Freshdesk was like a breath of fresh air because it was simple to use. It required zero or negligible training effort on the part of my team. We just started creating tickets. We integrated it with our email so that we can auto-generate tickets. It wasn't too bad as a technical challenge, and it just worked.

Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.

We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.

I have been using this solution for a year and a half.

We might've had one outage a long time ago. It was down for a fairly brief time. Other than that, it has been solid.

We don't have a huge company, so it is kind of hard to tell, but certainly, I've had zero problems with performance and being able to look at lots of tickets versus a small set of tickets. It should be fine in terms of scalability.

We have eight people in IT who are actively using it. Overall, we have 135 people in the company. They're the ones submitting tickets to us by email or by calling in, and then we create the ticket manually.

In terms of usage, I don't see it going outside of IT to the rest of the company. We use it for basically 100% of our IT work. We're pretty all in.

They were decent. I was CC'd on a couple of emails when we were setting it up initially. There was some stuff about the email integration that was probably the hardest thing we did, and we needed a little bit of technical help on that, and they were timely. We didn't have 14 different back-and-forth exchanges where you felt like they're just answering from a book rather than really listening to the problem that you have and trying to address it.

We were using HEAT. We switched because of the frustration amongst the whole team about how complex our system was. We had over-customized HEAT to the point where it was just not very useful for a company of our size. We needed something easier.

I didn't do it. It was someone from my team. He did it in three or four days in the midst of everything else he was doing. It was simple. You just add in our users. He was able to import the names of everybody from the active directory, so we got all the employees there.

We had to sit down and have a meeting to decide the lists, categories, and groupings, and then he just did it. A couple of days later, I started to use it in the pilot form, and we cut over to it fast.

We implemented it ourselves. You don't need to have anybody else do it.

In terms of maintenance, the only thing that we have to do to maintain it is just to add a new call type or something like that, but any of us can do that. It is very intuitive.

We have absolutely seen an ROI.

It was definitely not expensive. It was two grand or maybe three grand total for a year.

It has just straight and simple standard licensing fees. There is no additional fee.

If somebody is implementing a new IT service desk ticketing system, they should definitely look at Freshdesk. If they just want a lean and mean system, it is really a great option. If you need a lot of ITIL complexity and have a very large team, and there is a lot of back-and-forth with tickets and heavy approval process and stuff, it may not be suitable. We have only one of their products. They may have other products that bolt onto it and add that in. We are using the simple version, and it doesn't necessarily have all those controls, but in our case, we didn't need all that.

I would rate Freshdesk a nine out of ten. I am very happy with it.

We use this solution to manage our technical support tickets from our customers.

The reporting, analysis modules and insights capabilities for this solution could be improved. It is essential for us to know how many tickets are open on different business domains or open for specific teams. These insights drive decisions that happen in the technical support area. 

We have been using this solution for two years. 

This is a stable solution. 

This is a scalable solution. 

We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources. 

Positive

The initial setup was not that straightforward.

I was part of the team that selected this solution. We considered other options such as Zoho. Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed.

I would recommend that those implementing this solution first complete the academy to receive video training on the administration port to be able to configure the tool. I would also suggest that agents get familar with the workflow of the tickets to understand Freshdesk.

I would rate this solution an eight out of ten.

We use Freshdesk, in our asset financing company, to handle customer complaints, issue tickets to available agents, and effectively manage escalations. We make use of the reports related to each of these different stages of the customer journey. 

Our agents use Freshdesk to reach out to new and existing customers and work off the database we have in Freshdesk to retrieve the lists of our customers. 

We use it as a customer relationship management tool and it serves this purpose well. The key objective was being able to connect to a database of our customers in Freshdesk and to show information such as their names, credit status, and the last time we spoke to them. 

One of the most valuable features is the multi-agent system, although this is possible with most CRMs. There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues. 

Freshdesk also provides useful data for the tracking of tickets and their statuses using time stamps. We have been able to implement different interventions for such as calling a customer when certain timestamps are made.

There are a number of different statuses for tickets that agents can apply. There were times when the customer service agents got confused as to how to use these statuses. This could have possibly been something we could have streamlined and improved manually, in retrospect. 

The dashboards are useful but could be so much better. As product managers and data scientists, we couldn't use the dashboard for analytics and had to move the data in Power BI.

I have used this solution for more than one year. 

Based on our experience, this solution was reliable and performed well.

This solution is scalable. 

The initial setup was easy for the average user. However, we did have instances where new features took a couple of days to implement properly.

Deployment was a combination of both a vendor and an in-house team. 

Deployment took two months. 

I enjoyed the experience, as a product manager, using and implementing Freshdesk for customer service. Overall, this is a good and robust solution that offers an extensive number of features that we have not yet used. 

Before making the decision to use Freshdesk, I would recommend working out your use case thoroughly using wireframing or a mock-up. This will determine exactly how you would use the product and help you build a better customer management system. This type of planning will also allow you to deliver value much quicker. 

Overall, I would rate this solution a nine out of ten. 

We primarily use the solution for issue ticketing.

The organization between other departments is the solution's most valuable aspect.

The interface and dashboards are user-friendly.

The pricing is okay.

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.

I've been using the solution for eight months now.

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

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.

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.

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

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.

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.

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

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

I have been using it for 10 months.

No issues with deployment as of now.

No issues with stability as of now.

No issues with scalability as of now.

8/10

8/10

This is our first help desk solution.

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

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

We also evaluated Zendesk.