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Freshdesk vs Front 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...

Category Leaders

Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional...

  • 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

Pricing

Starting from

15

/user

Per month

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

Starting from

19

/user

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
97%
would recommend this app

4.6

262

5

4

3

2

1

184

54

12

7

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
91%
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

It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.

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

However, the number of times we experienced an outage was frustrating.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
  • Vendor responds to reviews
  • Last review2 days ago
  • Vendor responds to reviews
  • Last review9 days ago

Key features

  • Total features115
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Batch Communications
  • Brainstorming
  • Business Process Automation
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Recovery
  • Data Visualization
  • Deadline Management
  • Deal Management
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Reminders
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Directory
  • Employee Management
  • Engagement Tracking
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Internal Chat Integration
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Capture
  • Lead Management
  • Lead Qualification
  • Live Chat
  • Macros/Templated Responses
  • Mailing List Management
  • Meeting Management
  • Mobile Access
  • Mobile Alerts
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple User Accounts
  • Negative Feedback Management
  • Notes Management
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Opportunity Management
  • Order Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Project Management
  • Project Time Tracking
  • Prospecting Tools
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Read Receipts
  • Real Time Editing
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Reminders
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Response Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Shared Inboxes
  • Shipping Management
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Team Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Time Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Version Control
  • Video Chat
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • Voice Mail
  • Website Integration
  • Whitelisting/Blacklisting
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features195
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Batch Communications
  • Brainstorming
  • Business Process Automation
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Recovery
  • Data Visualization
  • Deadline Management
  • Deal Management
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Reminders
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Directory
  • Employee Management
  • Engagement Tracking
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Internal Chat Integration
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Capture
  • Lead Management
  • Lead Qualification
  • Live Chat
  • Macros/Templated Responses
  • Mailing List Management
  • Meeting Management
  • Mobile Access
  • Mobile Alerts
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple User Accounts
  • Negative Feedback Management
  • Notes Management
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Opportunity Management
  • Order Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Project Management
  • Project Time Tracking
  • Prospecting Tools
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Read Receipts
  • Real Time Editing
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Reminders
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Response Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Shared Inboxes
  • Shipping Management
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Team Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Time Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Version Control
  • Video Chat
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • Voice Mail
  • Website Integration
  • Whitelisting/Blacklisting
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations486
  • 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 integrations108
  • 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

RA
AvatarImg

Robert A.

Computer Software, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Freshdesk logo

Freshdesk

There are better Front-end Customer Service software packages

Reviewed 3 years ago

Mediocre. I would prefer Zendesk.

Pros

It is good for customer communication as a front-end client software. Also decent for reporting.

Cons

The lack of features and integrations with other software packages hurts. Also a better API would help.

MS
AvatarImg

Michael S.

Financial Services, 51-200 employees

Used daily for 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 Review - June 2020

Reviewed 4 years ago

My overall experience with Freshdesk has been great. I would highly recommend this software.

Pros

Freshdesk is very accessible and the functionality for workflow and customer service is exceptional.

Cons

There are some apparent flaws to this software including interface complications and front-end development lags.

AL
AvatarImg

Abdul L.

Information Technology and Services, 201-500 employees

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

Best Ticketing Tool for IT support

Reviewed a year ago
Pros

Easy to access, and good Ticketing tool,

Cons

All seems to be fine here, a bit of improvement on the front end look of the same

SG
AvatarImg

Stan G.

Computer Software, 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 recommend6/10

Share this review:

Freshdesk logo

Freshdesk

Multi language feature helps our Eastern clients

Reviewed 7 years ago

Freshdesk provides a few good features including Multi language feature. It helps our clients from various countries as they can see the tasks within their own language. Freshdesk supports multi environments by helping people logging-in from various places.

Pros

Multi language and multi timezone helps. Multi-timezone helps people to see the tasks in their own timezone.

Cons

The user interface needs to be improved at several places. It looks like a traditional system but need to have more front-end capabilities improved.

ZL
AvatarImg

Zach L.

Computer Software, 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

Freskdesk saves me hours everyday handling ticketing issues with our users

Reviewed 6 years ago

I get the benefits of an easy ticketing system that is easy to use for customer service as well as for the end user.

Pros

I love the ease of adding tickets to Freshdesk, and their API. It makes my life so much easier. I like how easy it is for the end user as well.

Cons

I don't like how it looks. I feel like they could have a redesign of their front end and that would help out all of the end users.

AvatarImg
AvatarImg

Steve T.

Computer Games, 1-10 employees

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

Been using it for years.

Reviewed 6 years ago
Pros

Honestly, I was about to look for another solution to replace it until the new MINT User interface was revealed. It definitely was the reason I stuck around and soon I will be adding more agents to it

Cons

The Solutions and UI front end doesn't look as nice to the users as it does to the agents on the back end. I hope that changes soon.

AvatarImg
AvatarImg

Jennyfer M.

Design, self-employed

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

Quick & Easy to Set up. I simply love it!

Reviewed 4 years ago

I love how it less than one hour I had a full, very professional looking helpdesk for my business.

Pros

Easy to set up Little to no learning curve Flexible pricing packages Great Integrations

Cons

Front UI could use a refresh, though it integrates with my site it isn't seamless. You can tell is another software and not just a simple contact fofr

as
AvatarImg

abhimanyu s.

Computer Software, 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

Share this review:

Freshdesk logo

Freshdesk

2 years now... still going rocksolid

Reviewed 6 years ago

We have been using Freshdesk in our org from past 2 years. Recently just upgraded our licence for 1 more year and are planning to increase of user-base to broaden the use of it. Our three departments of 200 employees are enjoying this. Now we are completely dependent on Freshdesk as our Ticketing-cum-Client Data Management tool.

Pros

It is feature-rich from instant chat, converting tickets, client account details, reminders, transferring details, building and maintaining knowledge-bases... team management and reports ... and of course a round-about 24x7 instant support from freshworks... makes it super-friendly to use.

Cons

It might take a while to understand the front-end as the UI is feature rich ... but that good for initial learning and will not take that much time.

LP
AvatarImg

Lilit P.

Higher Education, 10,001+ employees

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

Couldn't go without while telecommuting

Reviewed 2 years ago
Pros

It is very easy to learn and train. Everything you need is right there in front of you. You can use freshdesk to call to students without having to cover your number.

Cons

I wish the calling feature was always on top and looked more like a phone screen, with redial, hold and other buttons

AR
AvatarImg

Verified reviewer

Computer Software, 501-1,000 employees

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

Using Freshdesk for front office operations

Reviewed 5 years ago

We use Freshdesk for customer support purpose and we allow the customers to create tickets. We use them for further follow up. Its a very good tool, we must use it.

Pros

Freshdesk allows for the very good management of front desk operations. It handles the problems of cutomers very easily. It allows for ticket creation and ticket processing for resolving the customer issues.

Cons

All things are good in freshdesk software, the only improvement area in freshdesk is its GUI.

TM
AvatarImg

Tisunge M.

Health, Wellness and Fitness, 51-200 employees

Used weekly 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

Freahdesk review

Reviewed a year ago

Customer service is the face of every business, the way we treat a customer determines whether they will surely come back again or not, when we were looking for a software that can do the job in a perfect way, freshdesk came to the rescue and we have been using it ever since.

Pros

Freshdesk is easy to use, I have used alot of platform to help with easing the burden of handling our important customers, from having perfect front desk services to live chats and customer experiences , this platform is a winner.

Cons

The fact that the platform has a lot of competition is worrisome, sometimes it's so slow and makes customer experience worse.

AW
AvatarImg

Anna W.

Education Management, 51-200 employees

Used monthly 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

Freshdesk works well at my school

Reviewed 5 years ago

As mentioned, we are efficiently tackling our IT issues at our school. Freshdesk keeps everything running smoothly.

Pros

This software allows us to submit "tickets" to our technology department with technology issues. It gives them info on the front end, which helps them solve the issues quicker. So essentially I like that it helps us to resolve tech issues quickly.

Cons

I don't have any issues or things that I like least about this software. Maybe I haven't used it enough in it's scope to know other issues, but the very specific reason we use it, it works well.

AM
AvatarImg

Adam M.

Computer Software, 51-200 employees

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

A great flexible piece of kit, easy to integrate and with a great support team

Reviewed 5 years ago

We use Freshdesk to log support queries, and also have it integrated with Jira meaning we can create development tasks straight from Freshdesk. Overall our experience has been very positive.

Pros

Easy to use, quick to train staff how to use it and the support team is absolutely fantastic, resolving any issues in no time at all.

Cons

The admin panel which we use to manage enquiries looks great, but the front end which the customer sees looks a little clunky and we can't see any way to change it. Would be great if they made it match the style of the admin panel.

MS
AvatarImg

Matthew S.

Real Estate, 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

Share this review:

Freshdesk logo

Freshdesk

Freshdesk is a powerful customer relationship tool

Reviewed 4 years ago

Overall, the experience has been excellent. We definitely see ourselves growing and utilizing even more of the features Freshdesk provides.

Pros

All the features and solutions it provides for businesses of any size. How customizable it is. Best of all is the quality of customer care Freshdesk provides.

Cons

I wish there was a visual page builder (WYSIWYG) interface for setting up/customizing our helpdesk portal for customers. It's not that it was confusing, it was just cumbersome. We had to hire a front-end developer and rely on Freshdesk's technical team to implement our needs.

AvatarImg
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Gavin D.

51-200 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

Amazing change of pace for out business!

Reviewed 6 years ago
Pros

Freshdesk is easily maneuverable, easily changeable and very agile when it comes to customer front end portals. The previous service desk solution used within the business was difficult, required too much attention with little to no customization. As a software house our branding of support tools is really key to us as it is an addition to our solution.

Cons

I don't have anything too include in here that wouldn't just be knit picking. My overall experience with the support, sale and customer experience working with FreshDesk has been amazing.

DS
AvatarImg

Dave S.

Financial Services, 11-50 employees

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 review

Reviewed 4 years ago

It's been a learning experience for us. Overall, I think our service team is stronger as a result of FD, but I also think there is more we could be getting out of FD.

Pros

FD provided the opportunity to build efficiencies and consistency in the customer service process. For example, things like Ticket Templates and Canned Responses enables our service team to respond more quickly and ensure consistency in the response across all team members. We're also more efficient because we are collecting data/information all at once when it's initially needed up front.

Cons

The software, while providing a lot of flexibility, still can be rigid at times. Dashboard and ticket layouts, as well as some overall screen design/content can be frustrating at times, because we can't customize to the extent we would like. Also, I think we have system issues more frequently than we should. Our team was down recently for 36 hours, and it was difficult at first getting an FD response. When resolved, FD could not provide a reason of why the problem happened.

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Umeed M.

Nonprofit Organization Management, 1,001-5,000 employees

Used daily for 2+ years

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

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Freshdesk

Excellent service for managing and monitoring customer support and engagement

Reviewed 6 years ago

I am a Front-end developer, and Freshdesk honestly makes it so much easier for me to manage prioritize and delegate a variety of tickets. Being able to track KPIs, and monitor how my team is doing, and keep historical information in one area with a pretty decent search tool. So I am very happy my organization chose to stay with Freshdesk.

Pros

Ticketing system is absolutely the best feature, it's very flexible and allows for break downs of the types of tickets (call in, email, agent, with additional classifications that you can label yourself). This goes even further into reports and analytics when you need to figure out what kind of tickets are you receiving the most about, which can help create effective business and use cases. Reassigning tickets, the follow ups, monitoring other tickets assigned to other agents automatically because you were tagged in it either by note or by providing a response which is very handy. The overall cleanliness of the Freshdesk platform is superb.

Cons

only one thing I didn't like is not being able to do batch downloads of files, understandably I was informed that our developers could use the API function to enable batch downloads so at least we have an alternative.

KP
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Karan P.

Computer Software, 51-200 employees

Used daily for 1-2 years

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

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Freshdesk

Extremely efficient customer service tool!

Reviewed 2 years ago

Our customers are happy and informed with Freshdesk while the support & customer success teams have become much more efficient after we implemented this tool.

Pros

The workflow automations we adopted are really helpful. Everything on the customer front is handled without any difficulties as every task has designated owners & action items. This is quite a pain to establish with similar tools that compete with Freshdesk. Our newer hires have adopted Freshdesk quite easily with limited training. The ability to track & interpret a customer's interaction with us for a long period is extremely useful.

Cons

Even though Freshdesk has made our job easier, there is room for improvement in the documentation and search section to help us have more options and to navigate easily. Experience on the Safari browser is not as great as that on Chrome for some specific use-cases (note-taking, call dials, etc).

AR
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Verified reviewer

Computer Software, 11-50 employees

Used daily for 1-2 years

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

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Freshdesk

It Just Works...and Works Well

Reviewed 4 years ago
Pros

The Freshworks applications are all easily integrated with each other, which makes it easy to set up. The apps in the marketplace make it easy to integrate with most other systems, which is great. I evaluated several products over a week and weekend, standing up different trials for a proof of concept. Freshdesk was the only one that I was able to get started with a minimal amount of configuration. As in, it took me an hour to stand it up, create users, generate test tickets, create responders - almost within an hour. It was insane how much easier it was than the competition. Additionally, the pricing was easy to understand and flexible enough to grow as we grow.

Cons

It would be great if Freshworks could get on board with some of the new companies like Front, Canny, and Notion. These are great tools that could benefit the support process and especially how we work, but there are no apps for them. Also, I *really* want better import and export of support articles in the knowledgebase. It is a pain to try to move from another system or keep dual sites synced.

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Anant M.

Information Services, 1-10 employees

Used daily for less than 6 months

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

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Freshdesk

Freshdesk really does do the job of serving your clients!

Reviewed 4 years ago

Freshdesk has been implemented as our clients customer service providing solution. It has worked for us since 6 months (on the free plan). We love the service and highly recommend it!

Pros

- The first thing we love at BitRotor is that the whole software is cloud based. Absolutely minimal effect in our servers. - The free plan is really attractive, it still fulfills all our needs currently. And the upgrade is just Rs 999 to start. - You can chose your data center location. Its really important for customer service, speed and latency. - All customers are satisfied, never had any complaint against this software. - Our team can get real time information and then solve the problems of our clients. - The interface is really simple at both the front end and back end.

Cons

- When we took the demo before implementing the software,we did face some issues with communication and glitches. - Open source alternatives are getting better and lighter. It has started to getting bloated. - The popup feature gets annoying for some visitors, it can be made more subtle.

BM
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Brian M.

Education Management, 51-200 employees

Used other 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

Useful intake system

Reviewed 5 years ago
Pros

I've implemented Freshdesk as a ticketing system for one of my programming teams. Our team managed eight websites across a university. To handle the vast amount of maintenance and update requests, I sought after a ticketing system that was lean enough that it wouldn't bog down our website and was intuitive enough on the front end for our users to easily submit tickets. After searching for a while,...

Cons

Setting up the backend of the system (ie, creating processes and agents) takes a bit of time. It also takes some time to understand the backend interface.

BH
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Brandon H.

Consumer Electronics, 1-10 employees

Used daily for 6-12 months

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

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Freshdesk

An Awesome, Affordable Starting Place

Reviewed 8 years ago

I've been using Freshdesk on and off at various ventures over the past three years. I find that it is a great place to begin adding support for your services if you don't already have support, as it is easy to set up and offers all the minimums you need to get rolling at their free tier. I found that is was great for handling between 0 - 250 requests per day with a few agents, however it got clunkier...

Pros

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Cons

No cons were added to this review

AR
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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

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Freshdesk

Perfect Customer Service solution for our Shopify-based E-Commerce company

Reviewed 6 years ago
Pros

Our team operates 2 different E-Commerce brands out of Shopify that have gone up in about a year and half. We could not have done it without Freshdesk. To me, it's similar to Shopify in that it is a true example of how building a product based on the user experience, then designing your reporting & data analytic capabilities, can deliver a powerhouse product. Freshdesk is a clean, intuitive experience...

Cons

Compared to Zendesk, I think Freshdesk is a little more expensive starting out with only a couple of users (where we are currently). However, I believe that Freshdesk becomes the more affordable option as you scale, and with the great experience I've had I doubt I would ever switch.

AR
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Verified reviewer

Real Estate, 201-500 employees

Used daily for 6-12 months

Review source

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

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Front

Front

Reviewed 4 years ago

Switching from Freshdesk to Front was seamless for us. It's a clean experience and so simple to use.

Pros

We have loved how easy it is to collaborate with our team on emails. It is simple to assign emails, add tags, leave notes, and transfer between teams.

Cons

If you unassign yourself from an email you will still get notifications unless you specifically "mute & archive" the email.