Very solid help desk software
I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.
I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well
Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing
It's good enough, but some features are lackluster, too expensive or missing
You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.
That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.
It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.
There are a few nice features when it comes to automation.
There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying.
In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.
You're on your own
The platform is relatively user friendly and has a sufficient number of features to work well.
Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.
Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.
Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.
So responsive you'll think someone replied for you.
Clean UI. Many settings but well organized so everything is easy to find.
Extremely responsive. Tickets are generated quickly and modifications are saved instantly.
I can't say that I've run into something that I haven't been happy with.
TMI-SSP (PTY) LTD
Wonderful, I really like their 24hrs support system
With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.
We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.
Ease of business
Work Anywhere (App or Web)
A Fresh Start to Better Customer/Issue Tracking
We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!
We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!
We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.
Great ticket management software
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
Best Helpdesk I've ever used
Having been in the IT support industry for more than 20 years I've used a lot of different helpdesk systems and this has been, by far, one of the easiest to setup and run, and also one of the fastest. It lacks all the extra bells and whistles that something like Spiceworks has but if you already have other tools for network management etc... I've yet to find a better system for so little cost.
Excellent ticket system
Lots of configurable options
New price plans mean that there are no headaches with the number of agents
Fantastic automation tools
Supports Google authentications
It would be good to be able to create a default user template so that any new users submitting tickets are automatically given certain things (profile photo, address etc...)
The snappier and lightweight alternative
I always recommend FreshDesk to start-ups and smaller clients. They are easy to set-up and you get all the necessary features to look professional without spending tons of money.
Ease of setting up, the ability to connect with various platforms such as social media, slack and the SSO feature is robust and better than some other market leaders. Their pricing is fair and is affordable for start-ups or smaller companies.
The official Wordpress integration plugin needs some more work. Also the customer support (irony!) can be a tiny bit better.
CRM that's really functional
It has been a good experience overall. It has its pros and cons, it's fast, easy, full of fabulous and really useful features. However, if you're a non-technical person and try to this DIY the customization is really tough if by any chance you're unlucky to get a not so great account manager there.
We took the Estate plan with Omnichannel option.
This integrated all our social media handles as well, it's almost an ORM for a cost of CRM.
It's intuitive, fast and easy.
Even non-technical people can get it up and running in no time.
It's full of features like bots, fresh calls etc, however, that's a really tough thing to set up.
Customer service is usually great, however, at times the representatives do their thing and waste hours.
Customer Support has gone downhill, and they refuse to fix a perceived security issue.
Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. Unfortunately, it is on the downturn again.
When I first started, I had to wait days for a support question to be answered, and to contact a salesperson was almost impossible. Their phone support is unusable. It rings forever, and when you do get through since it is impossible to get through though you cannot hear them. The times I have gotten through and left a message, noone has replied to my question. When your a single person business this is frustrating,
The support became better and now it is going back downhill again. I feel I have to convince them that something is wrong.
What is most bothersome is they don't understand as a single person business I cannot spend days on a problem, and if I tell them there is an issue such as an attack on an email address, which I have no control over and they don't fix it.
The software has a great deal of functionality.
If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails.
The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not.
The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.
Why we chose Freshdesk
Their support is probably the best support out there, a real 5-star experience, plus they are continuously implementing new features and create new products.
As an administrator In my company, I really don't have to do a lot and I can easily do my job. There is almost no complaints from users.
Software is very clear and easy to use. A new user would require minimal training.
All latest ticketing ideas and features are already implemented.
There is constant development and you can see the changes every day without affecting the existing functionality though.
Great staff mentality and customer approach.
Some times users are a bit confused, but I guess this is normal when someone enters a new platform.
There are some hidden features that should be available on the administrator menu in my opinion.
The parent-child feature should be more flexible.
Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets.
Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.
- Creating, monitoring and finding specific information: EXCELLENT
- User interface is very fresh, intuitive and user friendly
- Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became.
- Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature.
- Mobile App is so easy to use across IOS and Android.
- Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution.
- Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.
Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk.
I would like to see a better integration with Xero Financial Software.
Great software - some bugs need fixing and could use some additional features.
Good experience. Support is fast to respond. It's an easy platform to train new team members on.
Ease of use, setup, and features.
An added feature would be to be able to search ticket by subject title and then to select many of the results at a time.
There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages.
Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address.
Using FreshDesk for 3 years and Still Going Strong
Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need.
The software is easily customizable, and fairly easy to use. Being able to see the notifications pop up on my watch and access tickets from my Google Pixel phone is a lifesaver. Teacher's can't be bothered to log in to a portal to create a ticket, so we customized Fresh Desk so they could simply send an email of their problem to [SENSITIVE CONTENT HIDDEN] and it would create a ticket for them. I can reply to them right from within the help desk system. Initially we had it set up for two agents and purchased the next level plan. Our Maintenance Supervisor ended up not using it so we backed down to the free version. The virsatility of multiple plans is a major plus. Their support is quick, and eager to help. They will actually go out of their way to help you.
The only con is probably easily fixable-- When I close a ticket, it of course emails the teacher letting him/her know. But they inevitably always reply with Thank You, which reopens the ticket. Other than that, it is a perfect system!
Simple and Intuitive
We decided to try this out as our ticketing solution and were very impressed. Packed with features even at the lower tiers. At the lowest priced tier we're able to integrate Microsoft Teams and VSTS/Azure DevOps which is huge for us. The features are also very organized so the admin page doesn't have 200+ options to skim through.
FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios.
My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver.
It really seems like a lot of thought was put into creating this product.
One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used.
Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.
A fantastic solution
We have been very satisfied with our migration to Freshdesk and will be moving our other ticketing systems over as well. Any time we have had to reach out to their support team they have been quick to respond and have solved our issues promptly.
Easy of access to manage tickets and knowledge bases.
We use SSO so no one users have to worry about accounts. They can go through our SSO to elevate tickets and track the status of their tickets.
As an admin it's easy to manage the entire account.
There is nothing to not like about this software. Everyone has been pleased about it. Though we did have to use the automation to assign the agent when closing a ticket from the dashboard.
Freshdesk review by software dev manager @ Regenesys Business School
The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.
The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.
We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this.
Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need.
Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.
In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers.
Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file
Very happy with Freshdesk
We are a distribution company that imports several US and European brands into Canada. We manage the customer service inquiries for all these brands for Canadian customers and retailers. We were previously using Outlook inboxes but that became too cumbersome. Freshdesk has allowed us to feed all inquiries to one place while still maintaining our separate brands and automatically routing tickets to the appropriate customer services team. Our workflows are more efficient and customers are easier to track.
Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.
There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.
Best Email Ticketing System out there
We have been able to be more responsive to our customers while maintaining high data integrity across our whole business. The team is able to 'chat' in real time with each other about an individual ticket without confusion and the ability for us all to be 'in' the ticket at the same time to see what is going on. The transparency of our interaction with our customers also mean we can address team training needs and discover any shortfalls of our customer service quickly, confidently and positively.
The ease of use and the overall look and feel of the experience for the team and our customers.
We are sometimes limited with our ability to search however this is more about how we use it and not the software itself. We are heavily reliant on our customers sending queries with quality subjects in their emails and due to how generic they are, the amount of queries we receive and the limitations we put on the team to tag/identify can give us high numbers of returns during a search.
Very happy with this purchase
I am currently the only person responsible for customer support in a small company. Freshdesk made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually.
We'll be adding new users soon because of this great experience.
Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.
The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference.
Here are a few basic examples:
1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank.
2) Only the custom fields with drop down lists can be used as triggers for automations.
Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution.
Overall though, it makes my job a lot easier.
Easy to Use, Easy to Setup
My favorite part about this software is the knowledge base. This has helped us immensely on our team. Certain parts of the knowledge base show up based on the company the user is associated with. This allows us to set up public tutorials, internal tutorials for our staff, then another section that just our internal help desk can use. It is also very user-friendly, our students and staff can easily create tickets and we are able to customize the fields for tickets. I don't use a lot of the features with phone and automated ticket assignment, but I can see how this would be useful for a larger organization. I honestly have no complaints and whenever I have a question or issue, support has responded and solved my issue quickly!
There was an issue with spam, but this seems to be prominent amongst other companies as well. They have just implemented a resolve with this and I have seen a decline, but it is not completely blocked yet.
Easy to setup and use. Great ticketing system
We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep track of what work needs to be done. Our client tickets get logged on Freshdesk and assigned to technicians.
Time logs gets added, tickets get exported and processed for billing.
Any issues that we've had, we simply contacted them via in support chat and it was resolved quickly.
Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you.
The interface is also very intuitive and even without any training your staff should be able to do the basics.
We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs.
Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice)
If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.
I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)
Freshdesk is a great alternative to over priced industry stalwarts.
Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier.
When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.
Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.