Reviews, Opinions and Ratings for Freshdesk – Helpdesk + Social Customer Support

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What is Freshdesk?

Freshdesk - Helpdesk + Social Customer Support

Freshdesk brings together into one help desk tool all your conversations with customers, be it over Email, phone, the web and chat or even conversations over social channels like Facebook and T Learn More →

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A Fresh Look at the New Freshdesk

Review for Freshdesk by Rakesh Sharma on 2012-03-20

The biggest win at Freshdesk is a major upgrade of the solution’s feature set, one that the call company refers to as Freshdesk 2.0. Best features: - Email commands – This feature lets agents manage, update and even assign tickets right from their email, along with a reply to a support ticket. - Email to knowledge base – This feature makes it easy for an agent to convert an email thread or a ticket reply into a knowledge base article, from the mailbox. - Enhanced reporting- The reporting interface has been completely revamped and enables users to generate extensive and detailed reports.

Read the Complete Review for Freshdesk on GetApp.com's Blog

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Pros: An already great solution just got better

Freshdesk is easy to master

Review for Freshdesk by Michelle Nachum on 2011-05-30

Freshdesk has all the basics of what most help desk or IT support departments need. The pricing is very affordable and the fact it is hosted in the cloud makes it very easy to access by anyone with an internet connection. It does not have a lot of bells and whistles – but rather provides a very straightforward solution that is easy to learn and performs well.

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Pros: Clear instructions and navigation; helpful for SMBs that depend on customer support; excellent ticketing system; good communication between help desk staff and clients; inexpensive pricing

Cons: none !

Perfect for our needs!

Review for Freshdesk by Alissa on 2012-05-10

FreshDesk impressed me immediately with it's simple, intuitive interface and great price point. It's a great cloud-based product for small to mid-sized companies with primarily internet-based customer service.

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Pros: We love the way FreshDesk interacts seamlessly with email, Facebook, and Twitter through one dashboard interface. Being able to automatically and manually assign tickets to agents, make internal notes, and alert staff to urgent tickets is a real plus

Cons: We don't use the Customer Portal, as we don't really have the staff to monitor forum posts. But it's a great option for companies that need it. We really need a canned contact option for new tickets, but it isn't available.

Review Context: I'm the Director of Operations for Skreened.com.

Fantastic Tool, Incredible Support, Unbeatable Price

Review for Freshdesk by Scott on 2012-04-02

Their name says it all - a breath of fresh air when it comes to support systems. A bright, energetic company that is providing a tool at a price which is perfect for SME's. Their innovative approach and rapid development means that new features seem to be appearing every day and the best thing of all is that they actually listen and respond to featured requests. It's like having our own personal development team providing an enterprise level ticketing system at a fraction of the price of other systems currently on the market.

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Pros: - feature rich - rapid development of new features - energetic start-up with the versatility that goes with it - it works! No mess, no fuss - superb support - a pricing structure that is perfect for SME's

Cons: - one or two aspects of the interface take too many clicks to get to

Review Context: I'm the tech guy in a start-up and spent a long time trying out various ticketing systems on the market to facilitate a basic CRM for a 6 man sales team while also providing a solution to handle support and general enquiries.

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