Freshdesk Overview

Freshdesk is the #2 ranked solution in our list of top Customer Experience Management tools. It is most often compared to ServiceNow: Freshdesk vs ServiceNow

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

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Harshit Pahuja
Operations Manager at Be You Plus
Real User
Top 20Leaderboard
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…
it_user339399
Operations Manager at a retailer with 51-200 employees
Vendor
Freshdesk can be accessed from anywhere where an internet connection is available

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.
ITCS user
Customer Relations Advisor at a tech vendor with 51-200 employees
Vendor
it_user333843
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 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.
ITCS 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…
ITCS 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

ITCS 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.