Freshdesk Features

Freshdesk

Online helpdesk system and customer service software

4.5/5 (2,223 reviews)

Freshdesk Feature Summary

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

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.

Competitor Feature Comparison

API
Absence Management
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Routing
Caller ID
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Contact History
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
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
Issue Management
Issue Tracking
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reminders
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Time Clock Integration
Timer
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Absence Management
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Routing
Caller ID
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Contact History
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
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
Issue Management
Issue Tracking
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reminders
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Time Clock Integration
Timer
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Absence Management
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Routing
Caller ID
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Contact History
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
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
Issue Management
Issue Tracking
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Country
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reminders
Reporting & Statistics
Request Assignment
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Time Clock Integration
Timer
URL Customization
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


1,112 reviews

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


4,710 reviews

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
Read more
Anonymous
(Information Technology and Services company, 201-500 employees)

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
Read more
Manuel Pombo

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
Read more
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

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
Read more
Jonathan Alvarado

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

2018-02-01

You can see in real time cases you have open, closed, pending

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
Read more
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
Ravi Reddy

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
Read more
Shubham Chandugade

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
Read more
Mohammed Yassin

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
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
Read more
Chinkit Modi

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
Read more
Maharshi Joshi

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
Read more
Dipen Sajnani

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
Read more
Emily Davis

Solved our suppor system woes!

2019-05-10

The agents are able to work together with better ease and be more efficient with the email notifications on ticket actions.

Pros

Customer portal, ability to support multiple products, customization of statuses/dashboards/setup, email notifications with ticket activities, real time help from FreshDesk agents to support our team when questions come up, collaboration tools for agents (private notes, chats, etc), notifications when another agent is viewing/working on a ticket (prevention of agents stepping on toes/rework)

Cons

I've worked with very supportive agents, but the software is not setup to generate the reports I need or to create customized reports for what I'm looking for.

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
Read more
Mihail Istiliyanov

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
Read more
Lukas Reimann

Support incident management made easy

2019-12-18

I would have preffered an interface to Export data to an external SQL database.

Pros

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

Cons

- no interface to export data to an external SQL database (e.g.

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
Anonymous
(Legal Services company, 51-200 employees)

Drastically improved the way we deliver and report on customer support

2018-09-21

Totally changed the way we deliver support, made it much easier to track everything, and gives us some decent reporting too. So much better than email or JIRA service Desk (what we were using before).

Pros

.) - Slick support portal - Good automation tools - Great integrations and API options (Slack and JIRA work well)

Cons

- Lack of functionality/separation for a multi-product setup (the only real separation between products is the 'Product' metadata field and the support portals - ideally we would like separate lists, and bespoke ticket fields & signatures for each of our products we support) - inability to create 'new pages' in the support portal. - Lack of functionality in the Contact and Company sections - filtering, sorting, custom column views?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jerome Deguine

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
Read more
Anonymous
(Facilities Services company, 1-10 employees)

Support Detail

2020-01-14

Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.

Pros

- Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution

Cons

Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk.

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
Anonymous
(Computer Software company, 11-50 employees)

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
Read more
Anonymous
(Computer Software company, 51-200 employees)

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

I like the customizability of the software.

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
Read more
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: Occasionally

Likelihood to recommend

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

We've been using Freshdesk for a few years now. It does the job and does it amazingly well.

2018-07-19

Pros

Seamless integration with most platforms. Custom integration possibilities Reporting and tracking is superb

Cons

Bummer that we cannot use our own SSL certs as they become expensive if you're buying 4-5 at a time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more