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.

Victor VũNetwork & System Specialist

10.0

We are using from the end 2018 when we find some solutions for Ticket Helpdesk, Devices Management and License Management. This system provides support to all employees to register their ticket, propose their equipment and for IT Department to manage. Almost all IT at the company have some services to support their employee but we cannot calculate total time, cannot know exactly how many tasks they take do it usually. After applying this tool, we can control it by: - Logging all of the tickets to the system - Managing License compliance - Managing Devices - Doing an audit can be supported anytime. - Real-time to get the report and no need to prepare for the server.
Ticket helpdesk: Can register ticket to The system by email or Portal link Manage IT Assets: Can manage by agent or agentless. It can scan all devices on your network License Compliance: The system will record all software installed on your devices Contract Management: can manage all contract and notify the expiration date to I T

Maysa RodriguesHead of Customer Success

10.0

It is a nice helpdesk tool. The main problem that I solved was addressing the tickets to the right agent using automations. The reports also help me to have a visibility of what is going on with my team. The other feature that I like is Field Service Management.

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.

Jacqueline T.Director of Technology

5.0

Overall: My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple to implement. We started out with the free trial and quickly decided to purchase the Pro version. Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an existing email address made the transition process transparent to the rest of the community.

Shayla B.Verified LinkedIn UserHuman Resources Specialist

4.0

Overall: 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.

Jeff K.CEO

3.0

Overall: Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Saskia M.Verified LinkedIn UserSenior Director Sales Marketing

5.0

Overall: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.

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.

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

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 ...