Freshdesk Features

Freshdesk

Online helpdesk system and customer service software

4.49/5 (2,389 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Blended Call Center
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Caller ID
Campaign Management
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Categorization/Grouping
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Conferencing
Configuration Management
Contact Database
Content Creation
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
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
Decision Support
Discussions / Forums
Dispatch Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Templates
Email Tracking
Employee Management
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
For iPad Devices
Forms Management
Full Text Search
Gamification
Geotargeting
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
Online Forums
Outbound Call Center
Performance Metrics
Predictive Analytics
Predictive Dialer
Prioritization
Proactive Chat
Problem Management
Progressive Dialer
Project Management
Project Planning/Scheduling
Project Time Tracking
Quality Assurance
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Reminders
Reporting & Statistics
Reporting/Analytics
Reporting/Project Tracking
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Scheduling
Screen Sharing
Search/Filter
Self Service Portal
Service Catalog
Service History
Service Level Agreement (SLA) 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
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Visitor Tracking
Widgets
Work Order Management
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Blended Call Center
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Caller ID
Campaign Management
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Categorization/Grouping
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Conferencing
Configuration Management
Contact Database
Content Creation
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
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
Decision Support
Discussions / Forums
Dispatch Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Templates
Email Tracking
Employee Management
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
For iPad Devices
Forms Management
Full Text Search
Gamification
Geotargeting
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
Online Forums
Outbound Call Center
Performance Metrics
Predictive Analytics
Predictive Dialer
Prioritization
Proactive Chat
Problem Management
Progressive Dialer
Project Management
Project Planning/Scheduling
Project Time Tracking
Quality Assurance
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Reminders
Reporting & Statistics
Reporting/Analytics
Reporting/Project Tracking
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Scheduling
Screen Sharing
Search/Filter
Self Service Portal
Service Catalog
Service History
Service Level Agreement (SLA) 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
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Visitor Tracking
Widgets
Work Order Management
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Blended Call Center
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Caller ID
Campaign Management
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Categorization/Grouping
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Conferencing
Configuration Management
Contact Database
Content Creation
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
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
Decision Support
Discussions / Forums
Dispatch Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Templates
Email Tracking
Employee Management
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
For iPad Devices
Forms Management
Full Text Search
Gamification
Geotargeting
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
Online Forums
Outbound Call Center
Performance Metrics
Predictive Analytics
Predictive Dialer
Prioritization
Proactive Chat
Problem Management
Progressive Dialer
Project Management
Project Planning/Scheduling
Project Time Tracking
Quality Assurance
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Reminders
Reporting & Statistics
Reporting/Analytics
Reporting/Project Tracking
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Scheduling
Screen Sharing
Search/Filter
Self Service Portal
Service Catalog
Service History
Service Level Agreement (SLA) 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
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Visitor Tracking
Widgets
Work Order Management
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


1,605 reviews

Requires iOS 12.1 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


5,127 reviews

Freshdesk Feature Reviews

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

Shari J.

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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Anonymous
(Information Technology and Services company, 201-500 employees)
Verified Reviewer

Best CRM for Support Team

2019-12-09

It is an amazing experience using Freshdesk. Customer support is best

Pros

Usability, tracking, reporting, API, team management, Automations

Cons

No option to split a ticket from a point, API have very limited data points that you see on the dashboard

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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Shubham C.

Best Ticketing and SLA managing product

2019-12-06

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

Pros

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

Cons

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

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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Maharshi J.

FreshService as RWi helpdesk

2018-08-13

It has made a good impact on our day to day help desk activities.

Pros

The software has a nice interface, a mobile application and covers most of basic ITIL functionality in a friendly manner.

Cons

Lacks some basic feature (Requester cannot submit a ticket for someone else, you cannot reply back to a respondent other than requester of the ticket and no report creation for Project Management modules).

Rating breakdown

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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Jerome D.

Verified Reviewer

We are really happy using Freshdesk

2018-07-16

Better team organization in emails management.

Pros

The tool is easy to user, reporting features are really advanced and help us drive our activity. Scalable.

Cons

I don't have munch cons for this software. The one thing that would help us deploy to more use cases would be a lower price.

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
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Manuel P.

Highly effective helpdesk solution

2019-01-26

Freshdesk ticks all the boxes when it comes to building an amazing helpdesk service

Pros

Simple and intuitive user interface Great user experience Integrated gamification Automated support Portals customization capabilities Inexpensive ticketing and chat

Cons

Ticketing features could be improved in terms of usability VoIP integration featre set is not very extensive Reporting could be more customizable

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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Mihail I.

Good "Value for money" CRM tool

2019-06-05

Using FD as a ticketing system is easy to set up and maintain, however, the limited reporting functionalities make it hard for management reporting and the lack of automated reports makes it hard to use a 3rd party reporting tool

Pros

Flexible, intuitive, easy to set up and maintain, useful live dashboard functionality.

Cons

Does not allow the option to set recurring export, lots of known issues and bugs, limited reporting capabilities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Computer Software company, 51-200 employees)
Verified Reviewer

Customer support has been on point and the product itself is great!

2018-06-28

This was my first time interacting with a product of this sort and it's like a customized inbox of emails with extra details that help you prioritize.

Pros

You can integrate with other plugins, change the customer and agent settings, and see a bunch of different analytics at a granular level.

Cons

There are too many options that it makes it difficult to navigate through. This is the initial hurdle and after you are familiar with the platform, it is not bad at all!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Ravi R.

Good product with immaculate customer support

2018-07-24

Pros

Intuitive and ease of use Email commands Task dispatcher knowledge base - articles a normal user can learn and work on this in less than 5 min.

Cons

Integration with platforms like YotPo A bit better reporting Social media support - Incorporating and ticket tracking.

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
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Chinkit M.

Great tool to manage help desk

2019-09-17

We have been using this tool to handle the tickets/emails received from customers to resolve the reported issues, solve their queries and help to get them onboard smoothly.

Pros

- Management of tickets - Conversion of tickets to different emails - Integrations with lots of tools - Gamification of ticketing system - Automations provided

Cons

- sometimes it gets slower - data analytics can be better - can be a bit more user-friendly - can be expensive for small organization

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
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Piotr K.

Support Portal worth recommending

2020-01-08

Pros

* very intuitive, one needs hardly any documentation to successfully use and administer it * good, customizable notifications system * nice looking reports * instant support via chat window

Cons

. * removing agents (ex employees) changes past statistics so unfortunately a workaround needs to be applied for an action which is quite standard

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Computer Software company, 501-1000 employees)
Verified Reviewer

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

Product is extremely customizable. Its menus and layouts make it very easy to make changes to your help desk.

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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Lukas R.

Support incident management made easy

2019-12-18

Unfortunately there are not that much analytic functions and reports.

Pros

- Ease of Setup and usage - clear design - Great support - Easy way to implement automated Tasks - Great performance

Cons

BI tool) - not that much analytic functions and reports

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
khaled S.

Why Freshdesk , Freshwork products ?

2019-11-27

I`m satisfied with the product

Pros

- solution is very customizable. - default reports / features would cater for almost 75% of the business needs.

Cons

- Signature / emails don`t support photos. just plain text.

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
salman s.

Best tool to manage the customers, and Easy to use.

2018-06-25

They can raise the ticket for any concern which alerts us about it and we get an issue resolved soon.

Pros

Provide various options. UI is best in class.

Cons

They are responding little late in chat support. they can improve this.overall its good to have this software.

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
Anonymous
(Computer Software company, 11-50 employees)
Verified Reviewer

Perfect Ticketing system

2019-04-28

For our 1st ticketing system, it's perfect. we've used it after testing zendesk

Pros

Integration with Email is the best. also has many integrations with other software.

Cons

Poor dashboard, Advanced Reports are available at higher plans which is soo expensive. the mobile app is not as good as the web.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Dipen S.

Verified Reviewer

Best Customer Conversation Support Software

2020-01-03

The best thing about freshdesk is the ticketing system as it allows us to keep track of all the activities and their customer support was also helpful.

Pros

Intelligent ticket assignment 4. Reports 5. Custom Apps Integration 6.

Cons

It is a perfect customer support software but still, there's no feature of adding a bcc while creating an email.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

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

Easy Setup and implementation

2018-06-15

Easy customer response online and via mobile app

Pros

Ticket management was simple to set up with customizable parameters.

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
Read more
Anonymous
(Information Technology and Services company, 51-200 employees)
Verified Reviewer

Freshdesk

2020-09-24

Overall experience is good but analytics can be better.

Pros

Tickets management and user history helps to interact with customers in easy manner.

Cons

Analytics can have more precise reports.

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
Read more
Praveen J.

FreshDesk- Easy to use Ticketing software

2018-08-22

Pros

Easy of use Clarity and ease of understanding Features which are relevant Excellent customer support Reports are easily available

Cons

Some features are not customizable Difficult to categorize repetitive issues into a repository

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
Stanislav T.

Verified Reviewer

We've taken our users' support to an entire new level with FreshDesk

2018-07-03

We've taken user support to an entirely new level. This helped both our users and our support team.

Pros

Easily customizable. Convenient ticket management.

Cons

The only issue we reported was addressed within minutes and resolved within an hour.

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
Mohammed Y.

Verified Reviewer

Good Experience till now with their ticketing powerful system

2020-01-09

Pros

Very customizable Ease of use Total re-branding responsive support

Cons

Need more integration with other enterprise software

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Juan Manuel C.

Verified Reviewer

Freshdesk, the fair ticket between price and quality

2021-05-01

In general, my experience with the freshdesk ticket machine was very good. We use it daily in the company and it is the backbone of our IT support system. I recommend it for its ease of use, its performance and its fair price.

Pros

- Ease of creating tickets - Good SLA system - Clear reporting system - Area management

Cons

- Mobile application I found it uncomfortable

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
JR B.

Simple and full fledge helpdesk system

2021-05-21

Super easy to use and seamless to administer and integrate

Pros

very easy to implement and integrate with our online platform and mobile apps

Cons

nothing to report in Cons; maybe the meta data tagging is not always perfect to bring up the relevant articles

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

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. I can only speak for my experience using 'Sprout' and 'Blossom' subscriptions' reporting capabilities.

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