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Freshdesk vs Salesforce Service Cloud 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

Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers...

  • 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

25

/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

4.4

755

5

4

3

2

1

424

261

55

13

2

  • 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

Great, easy to use software for start up to smaller type businesses who need an easy to use software that you do not have to spend a lot of time setting up and has a great easy to use interface.
I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.
I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.

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

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.
The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.
Similar to the product that salesforce bought and then killed DESK.com.
  • Vendor responds to reviews
  • Last review2 days ago
  • Vendor responds to reviews
  • Last review5 days ago

Key features

  • Total features115
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • 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
  • Autoresponders
  • Availability Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • 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
  • Data Import/Export
  • Data Visualization
  • Decision Support
  • Discussions/Forums
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Scheduling
  • Engagement Tracking
  • Equipment Maintenance
  • Event Logs
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Call Centers
  • For Insurance Industry
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • GPS
  • Gamification
  • Geotargeting
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Incident Management
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Control
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Lead Distribution
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Online Forums
  • Online Time Clock
  • Outbound Call Center
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Records Management
  • Recurring Issues
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Risk Alerts
  • Risk Analysis
  • Risk Assessment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Safety Incident Management
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing
  • Virtual Assistant
  • Website Integration
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features198
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • 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
  • Autoresponders
  • Availability Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • 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
  • Data Import/Export
  • Data Visualization
  • Decision Support
  • Discussions/Forums
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Scheduling
  • Engagement Tracking
  • Equipment Maintenance
  • Event Logs
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Call Centers
  • For Insurance Industry
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • GPS
  • Gamification
  • Geotargeting
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Incident Management
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Control
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Lead Distribution
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Online Forums
  • Online Time Clock
  • Outbound Call Center
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Records Management
  • Recurring Issues
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Risk Alerts
  • Risk Analysis
  • Risk Assessment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Safety Incident Management
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing
  • Virtual Assistant
  • Website Integration
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow 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 integrations136
  • 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

CF
AvatarImg

Crystal F.

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 recommend6/10

Share this review:

Freshdesk logo

Freshdesk

Fresher with FreshDesk

Reviewed a year ago

I think it’s a great alternative to Salesforce

Pros

I like the live chat feature and the simplicity of creating and accessing tickets.

Cons

At the time, I couldn’t link multiple cases to a single call, and you didn’t want to always merge cases.

SM
AvatarImg

Sonia M.

Apparel & Fashion, 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

User friendly interface

Reviewed 9 months ago

Overall my experience with Freshdesk was wonderful as it has minimised lots of work and report was good.

Pros

Cloud-based customer service softwareUser friendlycan use the same interface for calls, chats and emailsThe report is very preciseSupport available via chat SSL encryption available

Cons

You need to set rules to get the reports which is complex and confusingThe dashboard is good but needs to have a little changeFacebook comments does not land into chats

CC
AvatarImg

Craig C.

Internet, 51-200 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

The best affordable support system

Reviewed 5 years ago

Overall, it does what you need it to do and they continue to improve the product.

Pros

Price point, feature set, ease of use, integration with Salesforce.

Cons

Some of the features were a bit immature and some big features missing.

AvatarImg
AvatarImg

Prashant M.

Internet, 1,001-5,000 employees

Used weekly 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

A good ticket management system

Reviewed 5 years ago

Worth it for price.

Pros

We are using it to manage incoming tickets. It helps keep the track of them and follow up. Data provided on ticket resolution is also great.

Cons

Nothing major so far. Just that salesforce has more integrations with other tools.

AH
AvatarImg

Alissa H.

Review source

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

Share this review:

Freshdesk logo

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.

PH
AvatarImg

Petrit H.

Computer Software, 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 recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Support

Reviewed 5 years ago

Cloud, Manufacturing

Pros

Ability to use in Phone and anyplace you like

Cons

Maybe can you guys make "Dual apps support" so you can have more than one Freshdesk installed in your android phone?

AR
AvatarImg

Verified reviewer

Health, Wellness and Fitness, 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 recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Featured-pack customer service platform

Reviewed a year ago

Overall, my Freshdesk experience has been excellent. The platform's modern design and ease of use make it extremely user-friendly, and the featured-pack customer service platform includes all of the tools needed to provide an excellent customer service. While there are some drawbacks, Freshdesk is an excellent choice for businesses looking to imrpove their customer support capabilities.

Pros

Freshdesk is a featured-pack platform, giving me all the tools I need to provide excellent customer service including advanced workflow automation. I like how simple is is to integrate with other Freshworks products, and how the Freshdesk marketplace offers numerous integration options with popular tools like Salesforce and Slack.

Cons

While Freskdesk is an excellent customer support software, there are a few drawbacks to consider. First and foremost, Freshdesk lacks SMS and Instagram integration, which can be limiting for businesses that rely on these channels for customer communication.

BF
AvatarImg

Brian F.

Warehousing, 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

LOVED FreshDesk! So easy!

Reviewed 4 years ago

FreshDesk was very easy to use for anyone that had never used it before. You could easily view the entire conversation with the customer and also see who else was currently viewing the ticket. That made it easy to know if another team member was already working on it.

Pros

I loved how easy it was to view the conversation history through the ticket.

Cons

I loved everything about it, honestly. We recently switched to SalesForce to replace FreshDesk and we miss FreshDesk...

CL
AvatarImg

Chhagan Lal B.

Education Management, 1-10 employees

Used weekly 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

A Software to automate your customer service

Reviewed a year ago

Overall experience with this software is not bad. It provides some helpful features that help you to grow your business and build your brand but it has bad experience too.

Pros

Its cloud telephonic service and live chat features are the best. I can handle all the calls and chats on a cloud server and manage everything on just one dashboard. The most important thing is that it provides free access of its paid plan to startup that helped me a lot to save a lot of money.

Cons

While working on a cloud server, we need support in a lot of things before we use it amd its support system is too slowly and takes a lot of time to response your queries.

AvatarImg
AvatarImg

Ayan B.

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

Freshdesk Overall Experience

Reviewed 6 years ago

We extensively use Freshdesk almost 10 hours a day and it's been fantastic, merging tickets, linking tickets with Atlassian, we mainly solve developer queries where the technologies extends from client side to server side, managing all the queries has been super easily only because of Freshdesk

Pros

Mint theme is very fast and the UI looks great Integration with Freshchat helps to manage the ticket very well Bot feature is also nice. Far better than other cloud-based customer service software avialble.

Cons

There are a few problems with the latest mint theme Sometimes the options are not clickable, need to reload the page to make it work Ticket properties cannot be collapsed when browser size is reduced causing overlap.

AvatarImg
AvatarImg

Roman K.

Mining & Metals, 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

FreshDesk team helped me to track down the problem I reported in few hours!

Reviewed 6 years ago

All communications, data and information are now in one place. Nothing is lost! Customers are happy because all their inquiries are accurately logged and easy to track.

Pros

User friendly, nice look, seamless integration with other systems (Jira, Salesforce). Support of local languages is also provided.

Cons

I only had problem once when local authorities temporary blocked some web-services that Freshdesk was dependent on.

AR
AvatarImg

Verified reviewer

Internet, 1-10 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

Excellent for multi-product brands

Reviewed 5 years ago
Pros

My favorite part of Freshdesk is that it is the best tool (and definitely most affordable) to support multi-product brands. That is, if BrandA has ProductB and ProductC and ProductD and you want to filter tickets (and specifically TITLE them -- in the email subject line -- for the products they represent), you can do so easily with Freshdesk. Zendesk requires a higher tier payment plan for the same functionality, and the smaller/newer helpdesk services don't support this type of feature. Their support is very accessible and they will go the extra mile to ensure you get supported. They will even help with some development to some extent even if it falls outside the scope of the project.

Cons

The team is abroad and not US-based, which is limiting sometimes in terms of accessibility of getting things resolved. There are sometimes delays when it comes to implementation of some features and functionality. Like Salesforce, you have to create a user for a Freshdesk service representative to log into your system and see if things are working.

AB
AvatarImg

Andie B.

Used daily for 6-12 months

Review source

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

Share this review:

Freshdesk logo

Freshdesk

Easy, affordable, integrated with Salesforce

Reviewed 6 years ago
Pros

Mostly I like that we have integrated the app within our Salesforce for Single-Sign-On. With Salesforce being our central point for all employees, it makes our agents to more likely use the product right away with just a click of a button away. Very easy to set up and use.

Cons

I least like that the IP whitelisting option is in the Forest option. I feel like this particular feature should be part of a more affordable plan.

AvatarImg
AvatarImg

John B.

Information Technology and Services, self-employed

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

Freshdesk ticketing system review

Reviewed 5 years ago

Great cloud package for support ticketing tracking.

Pros

Clean look for submitting tickets for support. We are running the free version which works for many IT companies

Cons

If you want to customize the form, you'll need to pay for the use of the software

AR
AvatarImg

Verified reviewer

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 recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Seasoned Support Manager

Reviewed 2 years ago

Pretty good but support team were not ideal. Salesforce integration was horrible and took them too much time to fix it

Pros

The price was right, gamification helped motivating my reps.

Cons

Knowledgebase looks bad and they charge you extra for customization

AvatarImg
AvatarImg

Ismaël Huberson C.

Apparel & Fashion, 1-10 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 Help Desk Solution

Reviewed 2 years ago

Freshdesk is the ultimate tool for cloud support.

Pros

Freshdesk is an easy to use support software. It has a lot of features that makes it easy to manage requests and tickets. The software is easy to use and intuitive. It is also an affordable alternative to its competition. I will recommend it to any business looking for help desk software.

Cons

I don't have much to say about Freshdesk as a disadvantage. Maybe more tutorials to get to know the software better.

TF
AvatarImg

Tracy F.

Computer Software, self-employed

Used weekly for 2+ years

Review source

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

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Freshdesk

Freshdesk Review

Reviewed a year ago

Freshdesk is a helpdesk platform that runs in the cloud and provides strong customer service solutions. Freshdesk streamlines communication across platforms by combining conversations from email, phone, online, chat, and social media. Freshdesk will manage SLAs, provide accessible self-service choices, automate workflows, and generate reports using Freshdesk. Over 50,000 businesses, including Bridgestone, HP, Harvard University, and DHL, use Freshdesk.

Pros

I particularly appreciate Freshdesk's wide range of customised options for handling customer tickets, issues, and synchronisation with Freshsales.

Cons

Freshdesk's support staff had to set up numerous features for my new accounts as part of the onboarding process. Before we could fully utilise Freshdesk, a few days passed. I think the onboarding procedure might be adjusted to be more straightforward.

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Andrew B.

Insurance, 1-10 employees

Used daily for 2+ years

Review source

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

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Freshdesk

Solid CRM to Help Track Customer

Reviewed 5 years ago

Good product for smaller companies looking for value.

Pros

Simple to use and easy to customize. Great way to track potential customers and an overall solid CRM.

Cons

Seems outdated compared to other products such as Salesforce and Copper. Could use a new look and some way to create follow-ups and opportunities.

AR
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Verified reviewer

Insurance, 1-10 employees

Used daily for 2+ years

Review source

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

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Freshdesk

Freshdesk- A solid CRM

Reviewed 5 years ago

So so product, we moved on from it after 2 years as our database just grew to be too big.

Pros

Pretty simple and did the job we needed it to. The cost was fairly cheap compared to other major CRM's on the market like Salesforce.

Cons

Not meant for large businesses or people with many potential customers. Did seem a bit clunky and outdated.

SC
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Santiago C.

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 recommend7/10

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Freshdesk

Freshdesk Review

Reviewed 9 months ago

I think Freshdesk is great if you're looking for a low-cost platform for customer service, it solved our issue with redirecting clients to a specific rep for better support. But, when it comes to integrations, I think they have a lot to improve on.

Pros

Ticket management and workflows are two feature that I liked the most about Freshdesk. It's easy to build custom flows with certain ticket characteristics to redirect tickets to certain reps, depending on their product knowledge and skills.

Cons

I think its integration with other apps/platforms is something that Freshdesk can improve on. I use Salesforce on a daily basis and was hoping to integrate Freshdesk with it, but the integration is not the most efficient. Also, not all tickets were syncing to Salesforce, so I had to look up customers manually through Freshdesk to view historic data.

DN
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Deon N.

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 recommend9/10

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Freshdesk

Good cloud based helpdesk system

Reviewed 5 years ago

We have been able to streamline and formalise the support experience for our customers significantly since we have started using Freshdesk.

Pros

Cloud based, intuitive interface, good functionality

Cons

Limited predefined report. If you need more reports you have to dump the data and configure your own reports which is time consuming.

KD
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Kellye D.

Consumer Services, 5,001-10,000 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

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Freshdesk

Love this CRM software

Reviewed 5 years ago

I think my company made an excellent decision with making the switch to freshdesk from using salesforce. It is much easier to navigate to help our customers.

Pros

Freshdesk is super easy to use and very straightforward. We recently made the switch to using this from salesforce and I am super happy since it is so much easier.

Cons

There is nothing that I have encountered yet I do not like about using this software. I find it super easy to use to help our customers.

JC
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Janaina C.

Research, 1-10 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

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Freshdesk

Freshdesk is a cloud-based help desk system that offers advanced customer service solutions.

Reviewed a year ago
Pros

Freshdesk makes it easy for me to interact with my customers through email, phone, web, chat and social media conversations and helps resolve issues across channels effortlessly.Abrir no Goo

Cons

Freshdesk can improve by allowing installation to be done on-premises and not just in the cloud.

AR
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Verified reviewer

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 recommend9/10

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Freshdesk

Feature Laden Application that takes some adjustment to optimise

Reviewed 6 years ago
Pros

The general layout especially with the Mint overhaul is clean, easy to navigate; although it may prove foreign to stalwart users of the previous iteration. The integrations with other productivity software and the willingness of their team to work with you to customize (to a degree) the HelpDesk platform to fit your specific needs is pretty good.

Cons

In the Mint update there were some features that we became reliant on in the older version, specifically, with the phone/caller integration. Also, salesforce integration is not fully available yet.

SR
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Sumit R.

Transportation/Trucking/Railroad, 201-500 employees

Used daily for 1-2 years

Review source

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

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Freshdesk

Good experience overall. But reply was a bit slow

Reviewed 6 years ago
Pros

Overall serviceable.Ticket filtering is good.Overall nice CRM software. Also interaction is good enough

Cons

Needs to add a lots of feature like salesforce. But ticket exporting takes some time. Drill down option is not very useful. Overall look should be improved. Cutting edge is missing.

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Anoosha D.

Computer Software, 11-50 employees

Used monthly 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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Salesforce Service Cloud

One of most popular help desk solutions is Desk.com

Reviewed 7 years ago
Pros

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement...

Cons

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.