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Freshdesk vs ManageEngine ServiceDesk Plus 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

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...

  • 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

16

/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

30

16

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.4

207

5

4

3

2

1

116

67

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
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

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

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

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.
  • Vendor responds to reviews
  • Last review3 days ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features115
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Barcoding/RFID
  • CMDB
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Conferencing
  • 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
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Depreciation Management
  • Discussions/Forums
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IVR
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • 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
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • 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
  • Virtual Assistant
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features79
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Barcoding/RFID
  • CMDB
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Conferencing
  • 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
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Depreciation Management
  • Discussions/Forums
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IVR
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • 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
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Queue Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • 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
  • Virtual Assistant
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations488
  • 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 integrations30
  • 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

RK
AvatarImg

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

Share this review:

Freshdesk logo

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.

SR
AvatarImg

Stuart R.

Information Technology and Services, 10,001+ employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend2/10

Share this review:

Freshdesk logo

Freshdesk

Really hard to use and get used too

Reviewed 2 years ago
Pros

Considering I was using this as a free trial to just start up, it fit the needs at the time.

Cons

Customization for business needs plus just deploying it made it a very frustrating experience.

AvatarImg
AvatarImg

Saad H.

Food & Beverages, 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

Freshdesk is really worth

Reviewed 10 months ago
Pros

The reportings and the analytics are a plus on top of the ease for advisors. Plus their support is awesome.

Cons

Integrations with TP tools or websites is weak compared to other CRM's

AN
AvatarImg

Aura N.

Information Services, 1-10 employees

Used weekly 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

Excellent ticketing system

Reviewed 4 years ago
Pros

Easy to use and intuitive interface plus the canned responses.

Cons

Nothing that I can think of. I've been happy with it.

Kv
AvatarImg

Kossi v.

Fine Art, self-employed

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

tu sera ravi 💎

Reviewed a year ago

Freshdesk eest une bonne appacation pour gagner de temps sur tout tes pat formes

Pros

Avec Freshdesk tu n'a plus besoin d'ouvrier tout tes réseaux sociaux

Cons

Avec Freshdesk j'ai pas des inconvénients

Showing original review in French. See translation

JM
AvatarImg

JĂ©rĂŽme M.

Automotive, 11-50 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

Good

Reviewed 4 years ago
Pros

Simplicity of the use of the tools and efficiency of the rules of automation.

Cons

The search engine lacks a bit of efficiency. Being able to add search criteria to it could be a plus.

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Max V.

Government Administration, 201-500 employees

Used weekly 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

Freshdesk avis

Reviewed 9 months ago
Pros

c'est la fonction qui permet de générer les ticket qui m'a le plus marqué

Cons

c'est un logiciel complet pour ma part juqte le cout qui est un peu élévé

Showing original review in French. See translation

AR
AvatarImg

Verified reviewer

Information Services, 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

Great Ticketing System!

Reviewed 5 years ago

As a small business just starting out, I found that the FreshDesk free version had all the base features I needed. While I wish I could do more customization I can't complain because its free.

Pros

Easy to use and intuitive interface. Plus for simple ticketing, their free version has unlimited agents.

Cons

Not as much customization as I would like.

AD
AvatarImg

ANTONIS D.

Photography, 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

We use this software at the reception of the Studio, to manage the income calls and emails.

Reviewed 6 years ago

To manage the customer service and deal with incoming calls and emails with customers.

Pros

Me & my secretary are using this platform to manage all the incoming messages and scheduled appointments. It's very professional and easy to use.

Cons

It should provide a wider selection of themes / design layouts. Customization could a plus in selecting different colours and themes according to every customer or company.

AvatarImg
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David I.

Information Services, 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

Easy to use and good value for money

Reviewed 6 years ago

I’m managing help for SaaS product

Pros

It’s very easy to use, the support team answer very fast and they are willing to help. The iOS app is very well done, and cherry on the cakes it’s cheaper than competitors (I was using zen desk before)

Cons

Well they redo a complete new frontend, for me it’s a “plus” but some people maybe get lost. Anyway you can still use the old one.

GC
AvatarImg

George C.

Leisure, Travel & Tourism, 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

Excellent customer service ticketing

Reviewed 2 years ago

Excellent. It's improved our customer service and some sales.

Pros

It draws in our tickets from multiple sources, quite quickly so we can respond to customers quickly and effectively.

Cons

The live chat is clunky and we couldn't implement it as you couldn't turn it off at specific hours of the day, easily. Plus the AI isn't very good.

EG
AvatarImg

Eric G.

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

Great experience automating routine work from setting up the rules to assigning tickets to agents.

Reviewed 6 years ago

Ease of automating routine daily work has been a plus as well as ease of assigning tickets to agents depending on their areas of specialty.

Pros

It is easy to use, offering value for money especially its quality features and functionalities which makes works easier due to automation. Together with is phone application, I can work from wherever I am and thanks to a wonderful customer support, sorting out issues arising has never been this easy and fun.

Cons

There are static features which one can not be able to change during setup, especially on the ticket templates, if this could be corrected, then the software would be a wonderful thing.

JD
AvatarImg

Jeanne D.

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

This software has helped us keep track of customer communications and has also helped us stay on tas

Reviewed 6 years ago
Pros

One stop shop for all customer communications. Also, being able to keep track of an agents tasks with clients is a plus.

Cons

Sometimes the ticket closing gets a little dicey for our CS dept. They sometimes need to close and old ticket and it shoots out an email even if we don't want it to. To be able to close a ticket without any communication going out would be a nice feature

BM
AvatarImg

Ben M.

Banking, 51-200 employees

Review source

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

Share this review:

Freshdesk logo

Freshdesk

A solid choice

Reviewed 4 years ago

Trialed the product and was not blown away but we had very selective criteria. Sales people were pushy in the end and kept following up after asking to stop.

Pros

Clean look and feel, great UI and customer support was really good. It had AD integration built in which was a plus.

Cons

Some of the features we were looking for were not as straight forward to implement as other solutions, such as the customer feedback.

DX
AvatarImg

Derrick X.

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 recommend9/10

Share this review:

Freshdesk logo

Freshdesk

libérer la Business Intelligence

Reviewed 21 days ago
Pros

Je peux enfin comprendre toutes ces données collectées par mon entreprise ! Zoho Analytics est clair et m'aide à voir ce qui fonctionne et ce qui ne fonctionne pas.

Cons

Bien que Zoho soit idéal pour visualiser des données, explorer les détails peut s'avérer compliqué. Cela ne me dérangerait pas de trouver des moyens plus simples d'analyser des points de données spécifiques.

Showing original review in French. See translation

AC
AvatarImg

Anjali C.

Information Technology and Services, 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

Fast and Genuine Support

Reviewed 6 years ago

Happy to be part of it :)

Pros

Quality of the software is top. Plus support is friendly. They understand your pain and help you. I had an issue and they fix it quickly.

Cons

There is nothing that I least like about this software. I like everything about Freshdesk.

Dh
AvatarImg

Daniel h.

Animation, self-employed

Used monthly 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

Bien gérer vos tickets au quotidien.

Reviewed 2 years ago

La gestion de la base de connaissances en 6 langues est trÚs conviviale et facile à gérer.

Pros

Ce systĂšme de est facile Ă  utiliser. Ce qui nous a plu le plus, c'est le fait quil nous permet de voir l'Ă©tat de nos billets.

Cons

Pas trop de problĂšme. Peu ĂȘtre le temps de la prise en main, il y a beaucoup de fonctionnalitĂ© . Manque de tutoriel.

Showing original review in French. See translation

FK
AvatarImg

Fabian K.

Electrical/Electronic Manufacturing, 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

Our first support desk and we love it!

Reviewed 8 months ago

It has been a great 2 years and we are exited for whats to come!

Pros

The integration is very easy and fast, plus the freshdesk academy service helped me to set up the whole ticket system without any support from freshdesk.

Cons

As i mentioned the rights for customers and companies in the knowledge base could be better or more detailed. Currently the options are quite limited. Plus the maximum file size upload limit should be higher.

AvatarImg
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Luis C.

201-500 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

Offer to your customers a exceptional service.

Reviewed 6 years ago

Offer a service of first attention to my clients, giving my company the ability to serve them all as if they were unique, giving a plus of development and growth to my business.

Pros

This system offers your clients the ability to feel like they have a person waiting for each request they have, so they will always prefer your company and they will have it as their first option, as the program does, through email, twitter or facebook Freshdesk creates tickets that will be sent to the tray and you can attend them in moments, besides that the clients will also be able to create the tickets directly, besides this you can configure how they announce you of new tickets to be always attentive to the requests that arrive to you . This is really important when you want your company to go further in service, ensuring the customers you have and catching new ones.

Cons

In principle it may cost you a bit to understand how it works or how to get the most out of it and you may get a little overwhelmed by the amount of tickets, or if customers get excited and send many requests, while normalizing it will be a bit strong.

AR
AvatarImg

Verified reviewer

Computer Networking, 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

Share this review:

Freshdesk logo

Freshdesk

consultant

Reviewed a year ago

Simplicité d'utilisation a tout moment Probabilité de recommander le produit

Pros

nous pouvons obtenir tous les e-mails et les réponses des clients dans des tickets faciles à comprendre.et surtout le logiciel est le plus facile a utiliser

Cons

beaucoup de personnalisation doivent ĂȘtre ajoutĂ©es selon le client. et parfoit on est obligĂ© d,atendre que je serveur c,actualise avans d,affiche

Showing original review in French. See translation

AR
AvatarImg

Verified reviewer

Information Technology and Services, 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

Share this review:

Freshdesk logo

Freshdesk

Comprehensive customer service for free.

Reviewed a year ago

It helps me quickly and easily solve customer inquiries with its intuitive interface. Plus, the best benefit of all is that it's free! I highly recommend Freshdesk to anyone who wants to stay organized and on top of customer service.

Pros

The comprehensive set of free features, mainly support ticket handlying .

Cons

Setting it up can be complicated sometimes, and documentation can be difficult to follow.

AvatarImg
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Casimir C.

Retail, 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 recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Logiciel de service clients

Reviewed 10 months ago

Dans l'ensemble , C'est une bonne expérience avec Freshdesk que j'aime depuis que j'utilise en tant qu'un modérateur de service clients . TrÚs facile et trÚs bon . Je le recommande à tous le monde

Pros

Je recommande Freshdesk pour sa facilité d'utilisation pour apporter plus d'aide pour le service clients . TrÚs sécurisé et trÚs efficace permettant de créer facilement des tickets. Je suis trÚs satisfait pour ces fonctionnalités

Cons

Un trĂšs bon produit de service clients et trĂšs performant . Je n'ai pas eu de soucis pour le moment

Showing original review in French. See translation

RB
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Ryan B.

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

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Freshdesk

Does its job, I guess

Reviewed 7 years ago

It works... for now.

Pros

Our employees like the badges they can get for answering our tickets in a timely manner. You have canned responses you can use.

Cons

Too many emails. I get 3-6 emails per ticket and I go through about 50 tickets a day. Plus the emails I get that I then have to forward in and create a ticket..... Woo. It would be nice if it integrated with our CRM for contact purposes.

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Antonio Luiz S.

Education Management, 1,001-5,000 employees

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

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Freshdesk

Easy implementation, all online and pre-configured.

Reviewed 5 years ago
Pros

The biggest plus point is the ease of testing freshdesk. In 5 minutes you have the system online, ready to perform calls and simulations. The software interface is very intuitive, facilitating both the attendant and the customer side.

Cons

The free version of the software has many limitations. It is virtually impossible, even for very small companies, to use the program in this way.

AH
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Alissa H.

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

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Freshdesk

Perfect for our needs!

Reviewed 12 years ago

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.

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.