Freshdesk Reviews

Maschendra Y.Mid-Market(51-1000 emp.)

5.0

In essence, Freshdesk isn't just a tool; it's a partner in fostering exceptional customer relationships. Its user-friendliness isn't just a feature; it's a philosophy that permeates every aspect of the platform, making it an absolute joy to use. I can't recommend it highly enough! Review collected by and hosted on G2.com.

Kevin J.Small-Business(50 or fewer emp.)

0.0

nothing, they have i ncreased pricing, downgraded features. Review collected by and hosted on G2.com.

Naomi v.Small-Business(50 or fewer emp.)

4.5

I've been using Freshdesk at work to handle customer emails, and it's been quite effective. The ability to assign tickets, leave notes for colleagues, and categorize has significantly improved our workflow. We use it every single working day. Our customers benefit from the support portal as well. Recently, we upgraded to customize its appearance with our own colors and fonts. Review collected by and hosted on G2.com.

Verified User in Computer & Network SecuritySmall-Business(50 or fewer emp.)

0.0

Doesn't auto refresh. Support is non-existent and their solution to a chat is to revert you back to a "we aren't available" screen. Review collected by and hosted on G2.com.

Verified User in Real EstateSmall-Business(50 or fewer emp.)

0.0

I often lose ongoing emails and have to search for them. I cant easily see company information for my customer. I cant split tickets when needed. Review collected by and hosted on G2.com.

Andrew F.Chief Technical Officer

0.0

Customer service is terrible. During the Covid-19 Pandemic, they were unwilling to provide any assistance for an annual subscription that had renewed that same day. They just said sorry you can use it for 365 more days though after we had told them we no longer used the product. Probably hadn't even accessed the platform in over 18 months. Review collected by and hosted on G2.com.

Angel M.Banking

5.0

Es una aplicacin que me ha beneficiado mucho mi trabajo en el rea administrativa ya que mi contabilidad esta ms en orden y muy bien segmentada .

Ashton F.Writing and Editing

5.0

The application is easy to setup and very user friendly. Customer support has become very efficient and effective. The chatbot, ticketing service and time tracking has helped immensely.

Alejandro J.Accounting

5.0

Es muy positiva y de mucha ayuda ya que nos ha beneficiado de gran manera a que nuestro trabajo sea ms rpido , el escritorio nos deja cada trabajo ala mano y que sea ms rpido.

Mike MullerExecutive Vice President

10.0

We use Freshdesk as our helpdesk ticketing system for all of our clients. We use it to manage all support requests that come in from our clients. Each ticket is evaluated and then assigned to a tech. We also use this for all our support billing. We export time records and bill accordingly.
Manage tickets Track time Communicate with clients regarding their issue

Brittany SchwarzClient Success Manager

10.0

Every department uses Freshdesk - we have different groups and within them are the different representatives within those departments. We use this to allow customers to create tickets, and we are able to move and assign them between departments easily. We can communicate to clients and internally within each ticket. You can attach files and track work flow transitions.
Assign to different individuals internally. Add multiple recipients to receive tickets. Track work flow. Communicate client facing and internally.

Verified UserEmployee

10.0

Freshdesk is being used by our organization mainly for the knowledge base. It addresses many problems for both the customer and internally for FAQS, how-to's, customer service and technical info.
Easy to use and friendly user interface. They offer a free forever plan that they promise to keep forever. It's a great way to start and upgrade as you grow.

Sofiya K.Verified LinkedIn UserSupport Specialist

5.0

Overall: Overall, I am quite happy as a user when it comes to Freshdesk. It is easy to grasp, and it notifies you promptly when new tasks are popping up. The Call Centre function is very reliable and easy to use, especially since the phone app is well maintained, meaning no calls are missed. It is very easy to log cases and to also search for said cases.

Verified ReviewerVerified LinkedIn UserHead of Customer Service

3.0

Overall: 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.

joe R.Director of Operations

5.0

Overall: Overall positive feedback. We would like to see features be able to be added on ala cart. we would also like easier integrations such as billing and inventory software to easier manage items being sold.

Isael Alexander M.Verified LinkedIn UserNetwork and communications analyst

4.0

Overall: It has been of great help, it has helped us a lot with the management of incidents in the company and to manage each project in a better way.

Alistair R.Commercial Director

4.0

Overall: Painful in terms of getting what we need. The software is good but everything else around it is a let down

Meet D.Cloud Engineer

5.0

Overall: It is a must have product as per my point of view to develop a growth and manage your tasks

Idemdesign

4.0

Among the free plans choices, Freshdesk has the best features. You can add up to 3 agents to monitor several products and can create separate portals associated with each one. Others platforms like Clickdesk only permits 1 agent and Userecho only 1 forum and 1 agent. If you want to manage various types of requests, then it's for you. You can create multiple boards along with your ticket system. The possibility to change logos and colors are also great. Multilanguage is still missing some p...

elnath78

1.0

My experience with these guys lasted about 17 hours. I went to their website, pricing page and was confused about why the "free forever" plan prompt for a "trial" so dropped them a line. Support answered me with 3 emails; one confirming that they have received my message, another asking me to activate my account (who wanted one??) and the last with support agent asking me my freshdesk URL. Now this is by itself upsetting so I asked the support why he didnt actually read ...