Freshdesk Features List

Freshdesk Reviews

Freshdesk

Online Customer Support Software & Helpdesk Solution

4.38/5 (489 reviews)
20,311

Freshdesk Feature Summary

  • Community portal
  • Multiproduct support
  • Smart automations
  • Insights & powerful reports
  • Live chat channel
  • Knowledge base
  • Customer self service portal
  • Integration with Google Apps, Salesforce, SugarCRM, and more
  • Scheduled reports
  • Community forums
  • Embeddable help widget
  • Facebook & Twitter channels
  • Integrated game mechanics
  • Event-triggered workflow automations
  • Single Sign On (SSO)
  • Surveys to measure customer satisfaction
  • Automatic email notifications
  • Ticket export
  • Agent collision detection
  • Filtered search
  • Tags for tickets, solutions and contacts
  • Automatic, skill based & load balanced ticket assignment
  • Business rules management through SLAs
  • SLA reminders
  • Customizable ticket forms
  • Custom contact & company fields
  • Agent & group performance reports
  • Role-based dashboards
  • Customizable agent roles
  • Custom ticket statuses
  • Canned responses
  • Scenario automation
  • Linked tickets
  • Portal customization
  • Activity log

Freshdesk Features In Depth

Ticketing System

Freshdesk provides an automated ticketing system which reads and sorts through all incoming tickets, assigning them to the most appropriate representative,.

Freshdesk uses a common policy called SLA (service level agreement), with pre-defined parameters for service workflows. You can use a standard SLA policy for all of your customers, or you can also create custom SLAs for priority customers with specific needs and requirements. Through the Ticket tab you can set all your ticketing rules and workflows for your ticket system.

In order to keep the lines of communication between your team and your clients in need of help open, Freshdesk allows you to transform your company email into support tickets. These emails are set up as automatic response to requests emails, letting your clients know that their request has been received and queued, and that an agent will contact them promptly. You can also define behavioral rules for requests so that certain tickets are routed to the most appropriate support personnel.

Consistent Branding

Freshdesk gives you the option to use your own branded email address when sending request responses, rather than the one that Freshdesk automatically assigns you when you first sign in. To help ensure that your help desk emails are not treated as spam, Freshdesk recommends that you create an SPF record of your emails in your DNS zone file if you are using your own domain.

Freshdesk's FreshThemes feature enables companies to offer a consistent visual experience across their company and helpdesk webpages. This can be done through pre-defined themes or you can customize themes through the use of Javascript and CSS code.

Self Service Portal

Freshdesk's Self Service Portal provides your clients and agents with a singular place to find all the information they need to get answers to the most frequently asked questions with a knowledge-base of technical and training advice. The Self Service Portal in Freshdesk serves as a space that holds all your important company documents, such as fact sheets, company handbooks, and brochures, as well as self-help tips and articles. You can create a knowledge-base for either public consumption or exclusively for staff, or both.

Through the use of forums, Freshdesk continues to encourage conversation and feedback between your help desk team and your clients. The Forum section provides several tools to keep these lines of communication open. Tools included within the forum section include Announcements, Report a Problem, Tips and Tricks and Feature Requests. You can use these tools to post important updates and make announcements, as well as to receive feedback from your colleagues and clients. Within each of these tools you have the ability to create a topic, you can input information to each topic and save it within the portal for further discussion.

Multi-Channel Support

Freshdesk helps users to automate tasks and save on ticket resolution time through integration with multiple platforms. This includes email integration, a feature which allows agents to manage, update, reply to and assign tickets directly from their email accounts as requests come in. You can configure the settings in Freshdesk so that all emails sent to your account are logged as tickets, they can then be categorized, prioritized and assigned to the correct agent. You can also set up automated email actions such as sending acknowledgement emails or notifications.

Another emailing features of Freshdesk includes "Email to Knowledge base". This feature automatically converts email threads or ticket replies into articles in the knowledge base article. These emails are saved as drafts which can be edited before sending them to the knowledge base for publication.

Other channels supported by Freshdesk include social media platforms such as Facebook and Twitter. You can be notified of all customer activity associated with your brand on either channel and reply directly to these in real time. You can also use Freshchat, Freshdesk’s live-chat solution and Freshfone, the software's integrated voice telephony system to provide further support channels to your clients, as well as to track tickets from multiple sources.

Enhanced reporting

The Freshbooks software offers a number of reporting features for measuring time and productivity. These features include an integrated time tracking tool which allows your agents to measure the time they spend on various support tasks. This tool can use this information to automatically generate time-sheets, even differentiating between billable and non-billable time spent.

Agents can assign themselves to tasks and then start the task timer to measure the time spent on each task. Admin supervisors can also assign agents to specific tasks, subtracting and adding total time spent on overall ticket resolution. Freshdesk data can be automatically fed to other third-party applications, including Freshbooks or Harvest, and compiled to generate client invoices and payments.

Freshdesk's At-a-Glance Reports feature allows you to get a quick overview of the activity of you entire helpdesk, as well as individual customers, agents and teams. Freshdesk also provides reports that let you identify your top performing agents and teams, as well as your based clients. You can use this tool to compare agents and customers using key metrics to see how they perform against each other.

Advanced Notifications

The Freshdesk help desk solution includes an agent collision prevention feature. If another agent opens up a ticket you are working on, you will be alerted through a flashing icon next to your open ticket. If another agent is already writing back to a customer, a pen icon lights up on the screen to inform you of this. If you have a ticket open and an update occurs, then the refresh icon will light up. If you click on this you will get access to all the latest information associated with that ticket.

The "Ticket Watchers" feature alerts you to tickets that are of specific interest to you. For example, this might be a ticket that was assigned to you at an earlier stage, or one that addresses your area of support. You can set up email notifications associated to ticket topics and specific ticket activity. With this information, your sales teams can prepare valuable metrics for use during their next call with a client.

Gamification of your Helpdesk

One of the newer features that Freshdesk added last year includes Freshdesk Arcade, providing the ability to gamify your help desk activities. By using the Freshdesk Arcade feature you can incentivize your staff to meet targets and send staff on certain "quests" to earn points. The tool will reward teams and agents based on a point system that determines the quality of their service performance, based on speed and customer satisfaction.

For example, teams or agents that solve customer issues in a more timely manner get certain badges, virtual trophies and a number of points that send them climbing up the leader board, an appropriate reward system can then be determined by the company.

Customer Management Feature Comparison

Most popular features of all Customer Management apps

API (273 other apps)
Activity Dashboard (132 other apps)
Activity Tracking (94 other apps)
Automatic Notifications (128 other apps)
Automatic Reminders (125 other apps)
CRM Integration (92 other apps)
Calendar Management (120 other apps)
Contact Database (95 other apps)
Custom Fields (99 other apps)
Customer Database (101 other apps)
Customizable Branding (121 other apps)
Customizable Reporting (109 other apps)
Customizable Templates (102 other apps)
Data Import/Export (121 other apps)
Electronic Payments (96 other apps)
Email Integration (118 other apps)
Mobile Integration (95 other apps)
Reporting & Statistics (115 other apps)
Social Media Integration (110 other apps)
Third Party Integration (122 other apps)

Competitor Feature Comparison

API
Absence Management
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Call Monitoring
Call Recording
Call Routing
Categorization
Chat
Collaboration Tools
Conferencing
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Gamification
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Assignment
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Time Tracking by Client
Timer
Trouble Ticketing
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Absence Management
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Call Monitoring
Call Recording
Call Routing
Categorization
Chat
Collaboration Tools
Conferencing
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Gamification
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Assignment
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Time Tracking by Client
Timer
Trouble Ticketing
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Absence Management
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Call Monitoring
Call Recording
Call Routing
Categorization
Chat
Collaboration Tools
Conferencing
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Gamification
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Assignment
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Time Tracking by Client
Timer
Trouble Ticketing
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


85 reviews

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Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

See all Android Apps

Freshdesk Feature Reviews

25 reviewers had the following to say about Freshdesk's features:

Shari Jacobs

Freshdesk is an easy-to-use and nicely priced help desk platform aimed squarely at the SMB space.

2018-04-06

It's a well-designed user interface and plenty of third-party integration possibilities keep this platform competitive as users' businesses grow.

Pros

Gamification features. Social media plug-ins.

Cons

No change management capabilities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Amy Sridharan

Freshdesk Ticketing system and Chat

2017-12-12

Our Current Challenges: Manual & optional data entry with the current vendor Under-utilized system with a premium price Lack of repository for incidents Data consistency issues Reporting difficulties Lack of accountability and transparency

Pros

Any new contact added to the RingCentral directory automatically syncs with the Freshdesk database and is associated with all existing tickets on file. 3> Automate support: We could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks including assigning tickets based on caller profiles, modifying caller properties. 4> We could create 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection. 5> We needed better reporting and root cause analysis of all our CSR calls and were doing it manually.

Cons

1> With regards to other telephony VOIP services like RingCentral and Vonage, they have a basic integration and is not extensive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
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Anonymous
(Computer Software company, 501-1000 employees)

Everything is Cloud-hosted. It´s easy to add agents and add users to Self-Service Portal.

2018-01-31

Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats.

Pros

Social Networks: Integration with Facebook and Twitter, so it makes easy to answer all questions and direct messages from my clients.

Cons

It's not stable. Gives some issues. It´s not possible to have agents in different plans in the same portal.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Priyanka Singh

Best support software

2018-05-10

Pros

The most like feature is email automatically convert in to ticket.The support of software is very good.Can be used to grow customer engagement.

Cons

The feedback option is up to mark it should be integrate with third party software like office 365 book appointment etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Ashley M.

Convenient customer support

2018-03-30

Pros

It allows the business to handle directly customer queries and complaints using a ticketing system. The dashboard allows to see all of the open tickets, unresolved tickets, overdue tickets, tickets on hold, unassigned tickets, etc.

Cons

The free plan is great for email and platform support, but for chat, time tracking, surveys, CRM and other integrations needs to be updated to a monthly plan.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Michael

Very Well Thought Through

2013-08-16

I've personally run a number of different IT organizations in my career and by far, this takes advantage of the best technologies and user experience interfaces to present a -usable- and full featured service to clients and engineers.

Pros

- Excellent UI - Extraordinarily easy to get started - Instant, comprehensive telephone support for admins - Features that actually deliver customer value - Low financial barrier to entry

Cons

- Email integration works perfectly, but the backend architecture leaves a lot to be desired.

Source: GetApp
6 of 7 people found this review helpful
Helpful?   Yes   No
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Anonymous
A verified reviewer

Nice for 7-8 member team.

2018-01-30

The reports are very clean and the navigation and customisation are very handy when we are concerned for the clients.

Pros

It supports third-party integration by which it is possible to connect with the many popular social media channels and CRM solutions.

Cons

The reports the software products are basic and there can be improvement in terms of providing adminis some analysis of the data.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Easy Setup and implementation

2018-06-15

Easy customer response online and via mobile app

Pros

We also likes automatic suggestions that gave customers possible solutions based on what they were asking.

Cons

Ticket creation via email sometimes created extra tickets or tickets from spam messages.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Solid help desk for the price

2017-12-29

Was able to implement a cost-effective help desk solution that integrates with our CRM.

Pros

Love the capabilities to implement our own templates to the look and feel in a very straightforward way.

Cons

There is no way to bulk import tickets if you're migrating from an existing system without contacting their support team and having them do it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
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Jonathan Alvarado

Excellent product for the control of incidents that occur in our customers with our customers.

2018-02-01

I like that it integrates with the mail directly.

Pros

The product is customizable, you can add fields according to the need we have, you can conduct surveys.

Cons

That you do not have the way to calculate the sla depending on the type of problem that some client has.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Miguel Gonzalez

A Helpdesk solution for any sized business

2018-03-15

Freshdesk has an amazing and intuitive import feature unlike its competitors.

Pros

Freshdesk has a great dashboard that provides exceptional visibility at all times.

Cons

The only con I can find is the inability to save custom reporting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Andrew Lassise

Keeps Everything Together

2018-06-09

Accountability between different employees and customers in a centralized location

Pros

Keeping track of customer interactions / tickets and Slack integration. Whenever there are issues in terms of he said she said, we can quickly find the answer.

Cons

Mobile app isn't very comprehensive and I need to get to a desktop if I want to run reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Joel Dongwen

A very organised system that allows my colleagues and I to review customer support needs.

2018-06-05

Being able to view reports and having integrations with other tools such as Slack keeps issues easy to track and update.

Pros

I love how Freshdesk keeps all our tickets neatly displayed on the dashboard. That way we can identify which issues are urgent and also under which category.

Cons

The navigation can be a little cumbersome at times, needing to click through multiple pages to get to the information I require.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Viktor Grabovskyy

Very strong solution if custom-coded to optimize efficiency and quality of service

2018-05-15

Amazing solution for assisting eCommerce customers after custom coding of solutions and database. Very reliable software for all of your customer service needs

Pros

-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged -Custom fields allow one to use Freshdesk as a pseudo-database, accessing requester information immediately.

Cons

-Chat feature is not the best solution that exists -Quite expensive to access custom features and customization -Slow to very slow if custom-coded(3s+ to open tickets) -Regular contact fields are limited(only 2 telephone numbers)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Justin Eddison

Incredible!!

2018-03-15

You have to give it a go, once you see inside you realise quite how much it can do.

Pros

To be able to have both customers in the same database and seamlessly swap between freshdesk and freshsales makes everything incredibly streamlined

Cons

I would like a more compact ticket interface. That's the one feature I miss from Spiceworks.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Christian Fielitz

Refreshing

2015-07-21

Pros

I am particularly fond of two elements: social media integration and multi-brand management. freshdesk found a clever way to integrate social media platforms (Twitter, Facebook, and alike) into its system.

Cons

If you deal with multiple channels, brands, customers, searching for the appropriate message might take longer than quickly creating it from scratch.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Likelihood to recommend

9/10

Recommendations to others considering Freshdesk

I recommend testing several scenarios and business cases, including some focused peak tests.

Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Best Experience in support ticket system

2018-06-05

support time

Pros

1- Great UI interface. 2- Simple navigation. 3- Offers many customizations and integrations. 4 The relationship management between tickets.

Cons

Freshdesk is ease in use and there is nothing that I would not like about this service. I'll recommend it to everyone who are in need of helpdesk/support type of solutions!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Steve Lockwood

It's kind of a pain

2017-07-12

We are able to respond to our customers quickly it's easy for managers to ensure that no one was left without a reply.

Pros

Freshdesk has an integrated customer portal and help docs. The UI is pretty modern and friendly but there can be lots of clicks to get what you want.

Cons

The integration with zoho crm is not good.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ayush Chandrashekhar

Beautiful CRM for Ticket solving and Issue management. Unarguably best .

2018-02-20

Pros

The Ease and UI is just so good.

Cons

We could 2. API Auth ways could be more restrictive to give only in one sub net.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Source: Capterra
Helpful?   Yes   No
Read more
Roy Morock

Cloud Based Help Desk Software

2017-02-17

Freshdesk helps us keep track of customer communication.

Pros

Customer support is decent for not being in the US and the platform is stable.

Cons

Does not have much integration with our current billing system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Alejandro Hernandez

Easy, intuitive and a delight to use.

2018-02-01

Easy to control and manage my company support team, having statistics, reports and visually overview of how good are we attending our post sales costumers.

Pros

Tickets are made automatically by incoming emails from clients, lots of perks.

Cons

They only thing I don't love is that it has a free level: Sprout, then first paid level Blossom, then Garden and State, Blossom is just too basic, garden is just basic +, the wonderful level is State but cost per agent per month and become a little steep, still cheaper than SalesForce, etc. but from Basic level to sweet level he difference is much, It will wonderful if the State level would cost in that price range much companies will use it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rudy Stroink

How freshdesk changed our life...

2017-06-11

Their support guys are great.

Pros

Sharing the burden of thousands of request from our customers within our team, without dropping the ball

Cons

It still lacks some easy integrations like with Google apps and with crm software, so we only need one platform

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
NESTOR CONTRERAS

Best Help Desk

2018-02-27

Get automated responses on customers queries; be able to manage chat with customers in real time, and even set up a chat bot.

Pros

This is a very ease of use software; customizable, and can be integrated with other products of the Freshworks family.

Cons

But once you jump to the top versions, you get full of customizable reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ian Pirner

Working in long distance

2014-12-10

Pros

We just forward it to Freshdesk and it's automatically added as a new job in the system.

Cons

If you aren't paying enough attention, it's very easy to get tons of duplicate tickets, and it really clutters up the interface.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering Freshdesk

Make sure to review how you are planning on entering jobs into the system, and make sure the system you are looking at does that. Also make sure you have the option to track your time.

Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Great helpdesk!

2018-05-15

Complete support management.

Pros

Not only is it easy to use, it's also very affordable.

Cons

The new FreshWorks integration makes using multiple FreshDesk logins completely impossible.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more