Requires iOS 12.1 or later. Compatible with iPhone, iPad, and iPod touch.
25 reviewers had the following to say about Freshdesk's features:
It's a well-designed user interface and plenty of third-party integration possibilities keep this platform competitive as users' businesses grow.
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Weekly
Likelihood to recommend
Pros
Very customizable Ease of use Total re-branding responsive support
Cons
Need more integration with other enterprise software
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
