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Freshdesk vs Cherwell Service Management Comparison

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Overview

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

Cherwell Service Management is a web-based IT service management system with codeless architecture, ITIL-verified processes,...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet

Pricing

Starting from

15

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

189

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

3.2K

5

4

3

2

1

1.9K

1.1K

156

29

16

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.3

163

5

4

3

2

1

88

52

15

7

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

Pros

Very good user group community that free contributes mApps that significantly enhance functionality. Also has excellent business partners supporting a wide array of services.
This software is user friendly and easy to customize. This is a quality application that does much more than incident management.
I specifically like the ability to past in screen shots from clients and the ability to rout the ticket to a specific person or team for support.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.

Cons

It's slow, clunky, looses my actions constantly. Submitting a change request is an arcane ritual of pain and suffering to ensure it gets through all the channels.
This is the WORST helpdesk/itsm product on the market.
Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been worked on.
  • Vendor responds to reviews
  • Last review6 days ago
  • Vendor responds to reviews
  • Last review7 months ago

Key features

  • Total features115
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Decision Support
  • Discussions/Forums
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • IT Asset Management
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Milestone Tracking
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Portfolio Management
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Time & Expense Tracking
  • Virtual Assistant
  • WYSIWYG Editor
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features63
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Decision Support
  • Discussions/Forums
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • IT Asset Management
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Milestone Tracking
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Portfolio Management
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Time & Expense Tracking
  • Virtual Assistant
  • WYSIWYG Editor
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations483
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft Outlook
  • PayPal
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twilio
  • Twitter/X
  • WooCommerce
  • WordPress
  • Xero
  • Zapier
  • Zendesk Suite
  • Total integrations35
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft Outlook
  • PayPal
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twilio
  • Twitter/X
  • WooCommerce
  • WordPress
  • Xero
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

SV
AvatarImg

Subramanian V.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk is a great tool for support but needs to be differentiated from ITIL based tools.

Reviewed 6 years ago

Insights of tickets

Pros

Intuitive, ease of use. It has an API, which allows you to fetch information from the system. You can have different views based on groups. Filtering and sorting information . Reports / Charts which talks about current status of tickets. Data analysis.

Cons

Need more of ITIL based as it involves service request, change management, problem management etc...

SC
AvatarImg

Shubham C.

Information Technology and Services, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Best Ticketing and SLA managing product

Reviewed 4 years ago

Easy to use and track tickets and agents . easy to track SLA of customer.

Pros

Alerts / Escalation Email Integration IT Asset Management Self Service Portal Service Level Agreement (SLA) Management Ticket Management

Cons

There's no document storage feature which can be added further.

HK
AvatarImg

Harsha K.

Real Estate, 11-50 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

All tools for service ticket management and help desk

Reviewed a year ago

Service ticket management and work flow management.

Pros

Save time on handling tickets, flow of work orders and ease of closing tickets. Good features and good pricing

Cons

A bit not so user friendly to implement. Better training videos will be added benefit while onboarding new users.

RJ
AvatarImg

Rishabh J.

Logistics and Supply Chain, 10,001+ employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Best omnichannel customer service

Reviewed 3 years ago
Pros

Inside chating with customer regarding with anything also there are so many api for features

Cons

Too many custom apps make the tool clumsy. Field service management needs improvement.

GO
AvatarImg

Gabriel O.

E-Learning, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Good service but need to improve the design

Reviewed a year ago

The freshdesk made our company's tasks run faster and more efficiently, ending a major gap of lack of communication between teams.

Pros

freshdesk is an excellent service for customer management, as well as service and management of tasks to be performed. The service is being used in our corporation and it has performed excellently in organizing the company's tasks.

Cons

The design needs to be updated, seeking to make it modern and more intuitive

SE
AvatarImg

Stephane E.

Commercial Real Estate, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Good tool to improve the quality of customer service

Reviewed a year ago
Pros

Easy to use simple functional chart that covers all customer service management needs for support and has very good communication management support

Cons

Design a little too modern and simpleThe execution is sometimes slow with some small burg in the whole

AR
AvatarImg

Verified reviewer

Internet, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk is the go to product for client service management at a very competitive pricing

Reviewed 6 years ago

Freshdesk offers a virtual customer service management support team. Affordable pricing plans with scalable solution options.

Pros

The basic plan offers an integrated process aligned with the ITIL framework, which makes it a great tool for managing your service management and customer support process. I like the fact that with any knowledge of ITSM (IT Service Management) the tool help team/users implement its best practice without any study time of the ITIL V3 methodology

Cons

so far I don't have a lot to add for now, however I believe that free plan can offer a free chat messaging (website widget)

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Ahmed A.

Information Technology and Services, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Experience The Magic of Freshdesk An Affordable Solution for Effortless CS.

Reviewed a year ago

Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business problems and improve our customer service and support, The benefits we have realized from using Freshdesk include improved customer satisfaction, better communication and collaboration, and increased efficiency and productivity.

Pros

Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.

Cons

Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.

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Carl d.

Apparel & Fashion, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

A reliable and seamless integration for live chat, etc.

Reviewed a year ago

After considering multiple options, we decided to go with Freshdesk because it provided the optimal balance of features, cost, and user-friendliness for our company. Freshdesk's range of tailored features includes ticket management, scheduling, lead and sales pipeline management, knowledge base management, project and task management, contact database and support ticket management, content management, service history, and contact management, in addition to its customizable library of options that can be tailored to suit our specific business requirements.

Pros

What I love about this software is how flexible and easy it is to use, plus we can integrate it seamlessly with our systems. The user interface and experience are also super user-friendly and if we ever have any issues, their customer support is always reliable and responds to our tickets within 24 hours.

Cons

At times, the platform can be a bit slow, and it could benefit from stronger integration with other programs. By taking advantage of Freshdesk's robust reporting and analytics capabilities, teams can monitor support metrics and make data-driven decisions more accurately than ever before.

PK
AvatarImg

Parth K.

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Fantastic Platform For Ticket Management With Tons Of Features

Reviewed a year ago

You can rapidly sort your tickets and provide outstanding customer service by utilizing the filter option. Many features are supported, including management of tickets, tasks, the sales pipeline, service histories, etc. They provide good customer service. I'd recommend this product.

Pros

It is simple to create tickets, add internal notes, change the tag, and use other capabilities as necessary. Furthermore accessible is the automated tool that assigns the tickets to related agents. You can also set the pre-written response. It's a fantastic way to let clients choose the particular subject that they need help with.

Cons

The ticketing system may sluggishly respond to several requests arriving concurrently through the various channels, adding to the overall feeling of heaviness of the system. It became pricey for the features we required because we had to pay per agent.

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Clarence L.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

A powerful tool as a first level of support, scalable, dynamic and simple to use.

Reviewed 6 years ago

I have managed to create incident control policies in a centralized way and at a cost below, since it is managed in the cloud and it is possible to access it from anywhere. In addition, my clients do not need great knowledge of IT and can through the apps, access the ticket portal from virtually any platform (facebook, twitter, among others) thanks to its natural integration.

Pros

freshdesk has multiple usage options such as Self Service Portal, Community Portal with Idea Management & Voting, Satisfaction Surveys, Multiple Service Level Agreement policies (SLA's). In a simple and simple way compared to others that despite appearing to be more complete, they become cumbersome.

Cons

Perhaps for the continuous improvement, some improvements are slowed down by not working properly, but they are not errors that remain because immediately the programming team gets to work and is solved as soon as it is reported.

IO
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Isaiah O.

Human Resources, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk review

Reviewed a year ago
Pros

It's absolutely incredible to come across such software, it's the ideal software for remote customer service and proper customers query management, keeps you ahead of your game.

Cons

I really don't think i was dissatisfied i think they should keep doing the great job, but maybe they can find a way to classify similar customers query, and permission to send a broadcast to the customers in a similar query section.

AR
AvatarImg

Verified reviewer

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Great out of the box product!

Reviewed 6 years ago

Better visibility of our customer service, better management of our team, more agile in getting new employees trained and connected with our customers.

Pros

The software was very intuitive and easy to set up and learn. We began using this product in response to a re-org which resulted in high turnover in our customer service department. It enabled us to meet our customers needs and eventually realize that the only way to manage all of our relationships was to have a platform where we could see their engagement as well as our performance.

Cons

The customer support is spotty. Some of their own representatives do not appear to adhere to the standards that the company puts forth in their articles about building a support team. Some of the representatives are outstanding, however and seem to have a good understanding of the system and how their customers use it.

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Amanda G.

Hospital & Health Care, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk makes it easy to organize tickets and support

Reviewed 8 months ago

Managing tickets and monitoring past communications with customers is a breeze using Freshdesk. Fewer complaints regarding delayed responses and forgotten tickets have been received after launching Freshdesk.

Pros

Keeping a record of customer concerns and questions. Aid us in conducting an audit of our customer service and service level agreements so that we may enhance both. We're able to respond to consumer concerns more quickly and effectively because to Freshdesk's ticket management features.

Cons

Being able to send messages using someone else's email address.My ability to use the email addresses of other people should be restricted.I can no longer conduct a search in the premade responses section and must instead proceed to the next page.

AR
AvatarImg

Verified reviewer

Retail, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Freshdesk logo

Freshdesk

Great ITSM product for most of companies

Reviewed a year ago

All in all, I would say this application will worth the money if you’re in a regular company with normal requirements not complicated customization.

Pros

I’ve used different ITSM/ ticketing systems, this product has an advantage over them which is how it has been created with a really clean UI.

Cons

If could add more functionality such as change management, more powerful asset management would be great.

EG
AvatarImg

Evelyn Grace C.

Consumer Services, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Easy to use customer support software suitable for keeping track of customer's ticket status request

Reviewed 7 years ago

It is very useful to my job is a customer service representative in dealing with customer's concern and coordinating with the team to resolve problems and different requests received from customers on a daily basis.

Pros

It is a user-friendly and easy to navigate customer service platform suitable for team management whether in a corporate or remote environment. Each ticket created are being tracked from open, pending, closed or resolved status. It also has the functionality to send emails to customers, suppliers and internal members of the team. It is quite flexible in adding different categories which are very useful for the entire organization in different departments in sales, customer service, accounting, billing and higher management.

Cons

To make it more perfect to use is probably add the functionality to be able to send SMS notification and response to different recipients in order to provide maximum customer service support.

DN
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DEBABRATA N.

Consumer Electronics, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Easy to Use Config is very Intitutive - requires min time to learn Nice and Efficient Tool

Reviewed 6 years ago

Very Effective Helpdesk Management

Pros

Easy to configure Nice Tools to Automate Process Flexible Email Management is one of the best in industry

Cons

Too many plans to choose Options in the Plans keep on changing making with diffcult Multiple Process management needs improvement Access management needs improvement

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Jesse J.

Banking, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Only Thing Missing...

Reviewed 6 years ago
Pros

This is reliable, fast and interactive software that everyone on my team loves (unfortunately for us agents).

Cons

It's lack of asset management software integration/options/

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Stephanie J.

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

It has many functions like ticket management

Reviewed a year ago

Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis.

Pros

Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.

Cons

Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.

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Ena A.

Import and Export, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Good platform and great customer service!

Reviewed 2 years ago
Pros

Easy to use, powerful platform that satisfies both us and our customers in issue management and customer support.

Cons

The ticket management system, that definitely must get better.

RP
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Robert P.

Financial Services, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Freshdesk

Good ticketing system

Reviewed a year ago
Pros

I like how cusomizable it is and ease of use

Cons

I wish it had better asset management and reporting tools

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Peter C.

Computer Software, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Excellent Customer Relation Management Solution

Reviewed a year ago

Awesome CRM solution.Good to have for your business and seamless operation and easy to use.

Pros

Contact management, Customer relation management, Call monitoring

Cons

Add video option feature when customers call in.User security should be enhanced with two-factor authentication

RK
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Ramesh K.

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Very good applications with easy navigation and very good features

Reviewed 3 years ago

It is very good. We are using it for the last 4 years

Pros

Very good applications with easy navigation and very good features

Cons

The time log management option would add more plus points.

AR
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Verified reviewer

Internet, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk

Easy tool for Customer Service tickets management and Chat solution

Reviewed 2 years ago
Pros

The pricing is clear and easy to choose the best plan. We started using the tool for Customer Service ticket management first. With time, we decided to implement chat solution and a very decent tool was available in our plan.

Cons

Custom reporting available only in higher plans.

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Luis Enrique A.

Health, Wellness and Fitness, 10,001+ employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk

Freshdesk the ideal alternative for the best customer service

Reviewed a year ago

I would like the application to have more search filters, because when handling many customers, finding one in particular, can be time consuming. Integrating all the programs we needed was a slow process and the technical team did not provide the expected help, so we had to hire an external service to solve the problem.

Pros

The entire sales and customer service department uses Freshdesk as a unique tool for the management, attention and problem solving of our customers. It has a very intuitive interface design, which facilitates our work, making us much more productive and efficient.

Cons

We can quickly search for customers with problems and give priority to the most urgent orders, we can also organize all tickets in chronological order or by priority. Allows to integrate other communication channels to the platform, allowing to use only one software to communicate with all customers.