Freshdesk Features List

Freshdesk Reviews

Freshdesk

Online Customer Support Software & Helpdesk Solution

4.32/5 (173 reviews)
68,306     18,301

Freshdesk Feature Summary

  • Simple, fast setup.
  • Multi-channel support - email, phone, chat, social and more
  • Self service portal to help your customers help themselves
  • Community portal to engage your biggest fans
  • Multiproduct support for your global company
  • Multi-language & multi-time zone support
  • Integration with Google Apps, Salesforce, SugarCRM, and more
  • Surveys to measure customer satisfaction
  • Smart automations to save your agents time
  • Integrated game mechanics to motivate your agents
  • Insights and powerful reports about your help desk

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 (86 other apps)
Automatic Notifications (33 other apps)
Automatic Reminders (33 other apps)
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Chat (41 other apps)
Contact Database (37 other apps)
Custom Fields (44 other apps)
Customizable Reporting (45 other apps)
Data Import (53 other apps)
Email Integration (55 other apps)
Email Templates (43 other apps)
Forecasting (42 other apps)
Invoices (52 other apps)
Mobile Integration (35 other apps)
Monitoring (56 other apps)
Opportunity Management (35 other apps)
POS (42 other apps)
Pipeline Management (34 other apps)
Real Time Reporting (40 other apps)
Social Media Integration (42 other apps)

Freshdesk Screenshots (8)

Freshdesk screenshot: Email Ticketing Freshdesk screenshot: Email Ticketing - AgentsFreshdesk screenshot:  LeaderboardFreshdesk screenshot: Self ServiceFreshdesk screenshot: LanguagesFreshdesk screenshot: SecurityFreshdesk screenshot: Portal CustomizationFreshdesk screenshot: Social - Twitter

Mobile apps

iOS App


60 reviews

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

Android App


1,133 reviews

See all Android Apps

Freshdesk Feature Reviews

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

Michael

Very Well Thought Through

16/08/2013

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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Johnny Cather

Freshdesk Review

16/11/2016

It allows us to monitor our support queues and respond to chats easily.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
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Paul Taylor

Customer support made easy

11/11/2016

We tried live chat and that worked well however the mobile app unfortunately does not support live chat yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
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Ian Pirner

Working in long distance

10/12/2014

Pros

The email integration is fantastic.

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
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Rupert Englander

Verified Reviewer

Great helpdesk software for small businesses

29/09/2015

Our team find it easy to use and the mobile app is also useful for dealing with issues on the move.

Pros

Easily tailored Easy to use Simple and precise interface Mobile app

Cons

Not much. My only concern could be scalability if we needed to upscale operations but that isn;t a liklihood at the moment.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
3 of 3 people found this review helpful
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Danny Ben Shitrit

Look nowhere else. Freshdesk is professional, sleek and complete, yet easy and fun to use.

01/02/2013

It is also quite clear that the design and development team work great together, otherwise they couldn't have reached such an astounding level of user experience.

Pros

- Reasonable pricing for when you grow - Sleek mobile optimized version of the site - Many features and yet designed so they don't get in the way - Highly and easily customizeable - Integrates with many other services, from Google Analytics to Salesforce - Encourages productivity using a tasteful implementation of gamification mechanics - Built in forums and knowledge base sections, that are not designed as an afterthought but rather as full components of the system

Cons

As of this version, there is one minor issue that - to my understanding - is about to be resolved in the coming weeks. The mobile-optimized version of the site only allows ticket view (to both the customer and the admin) and does not allow knowledge base or forum access.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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Anouk Steenbruggen

Good, however improvement on monitoring agents would be nice

08/03/2016

- Friendly people - Easy use for a company active within different countries - Improvement required on monitoring agents

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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Christine Nguyen

Does a fantastic job & no overlooked customers!

26/01/2017

My only issue is getting an email from my own email account forwarded over to the help desk to create a ticket. The interface itself is quite easy to use and navigate, but it's not as intuitive as some other help desks I've used in the past.

Pros

Easy to use, gets the job done, and very helpful customer service.

Cons

User interface can use a redesign to help make looking for things easier/faster.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Chris Moyer

Good, but lacking some features

05/01/2017

We use this as our customer-facing portal because it's very easy for customers to use, but it's certainly not as good as other products out there for user support.

Pros

Simple for customers to use. Email integration so customers don't have to change their workflow.

Cons

Spam emails come through all the time and there's no reliable way to block them. Also when two Freshdesk systems are talking to each other it can be hell, each of the replies ends up creating a new ticket in each system. There's also very limited formatting support and occasionally we get "auto-responder wars" where Freshdesk and someone's auto-reply go back and forth creating hundreds of tickets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

6/10

Recommendations to others considering Freshdesk

Great for the price, and does a decent job, but they don't seem to be focused a lot on developing improvements or new features.

Source: Capterra
Helpful?   Yes   No
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Alissa Head

Perfect for our needs!

10/05/2012

FreshDesk impressed me immediately with it's simple, intuitive interface and great price point.

Pros

We love the way FreshDesk interacts seamlessly with email, Facebook, and Twitter through one dashboard interface. Being able to automatically and manually assign tickets to agents, make internal notes, and alert staff to urgent tickets is a real plus

Cons

We don't use the Customer Portal, as we don't really have the staff to monitor forum posts.

Source: GetApp
3 of 3 people found this review helpful
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Edian Valenzuela

Best helpdesk software

13/09/2016

Pros

Ease of use. The fact that you could use this software free as long as you don't need more than 3 techs.

Cons

I would like to have additional features like monitoring with the sprout version.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

9/10

Recommendations to others considering Freshdesk

Save yourself some time in researching other software and just get this one. You won't regret it.

Source: Software Advice
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Sara Smith

Great Support, excellent product, a little glitchy though

09/12/2016

Their innovative approach and rapid development means that new features seem to be appearing every day and the best thing of all is that they actually listen and respond to featured requests.

Pros

- Reasonable pricing for when you grow - Sleek mobile optimized version of the site - Many features and yet designed so they don't get in the way - Highly and easily customizeable - Integrates with many other services, from Google Analytics to Salesforce - Encourages productivity using a tasteful implementation of gamification mechanics - Built in forums and knowledge base sections, that are not designed as an afterthought but rather as full components of the system

Cons

there have been issues / bugs

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10

Recommendations to others considering Freshdesk

Good for our teams, works well with chat and the products and different incoming email addresses work well. The support is some of the best I've had and my own company.

Source: Software Advice
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Travis Johnson

Best customer service platform we have tried

03/11/2016

We have gone through 4 platforms for customer service, this is the best one we have found. Still doesn't have the holy grail which would be one simple widget

Pros

Has both chat and KB

Cons

Chat and KB are not integrated

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Matthew Gardner

Have used it since I did support myself and still use it with a team

12/01/2016

Pros

They've added live chat, a mobile support sdk, and embedded widgets just recently and they're not slowing down.

Cons

The UI of the admin interface is a bit dated and ugly, therefore the same with the customer portals.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering Freshdesk

This is a busy space. If you have a ticketing system that integrates into your CMS, CRM, marketing software etc. you may prefer that but I love Freskdesk. It's priced well and lets our support agents easily handle a ton of tickets. We're a consumer facing company with >1.7M users which means a LOT of tickets Freshdesk has never let us down. Also know that if you're looking to move from zendesk these guys have an import button so you can transition easily.

Source: Software Advice
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Arockia Mary

A Fresh Experience for Donor Care

04/11/2012

Easily accesible through computer and other mobile devices.

Source: GetApp
2 of 2 people found this review helpful
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Scott Bowler

Fantastic Tool, Incredible Support, Unbeatable Price

02/04/2012

Their innovative approach and rapid development means that new features seem to be appearing every day and the best thing of all is that they actually listen and respond to featured requests.

Pros

- feature rich - rapid development of new features - energetic start-up with the versatility that goes with it - it works!

Cons

- one or two aspects of the interface take too many clicks to get to

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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Najira Gunaratne

Medical Wizard

16/10/2012

Easy to use and the interface makes it possible for even non-IT people to get in and use the system, very clean cut and easy to navigate.

Source: GetApp
3 of 3 people found this review helpful
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holly pigg

Great Service

06/12/2016

Set up was easy and makes office emails easy to handle and the online chat is great as well

Pros

Very easy to navigate and understand the functions

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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Kellie Kopischke

Using Freshdesk

19/09/2016

Pros

Easy-to-use UI. Similar to other products, which made it easy to adapt.

Cons

I found that when I needed to search through tickets for similar issues, it didn't pull up tickets that matched the search criteria I used, based on any familiar search methods I had used before, i.e., wild cards.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Likelihood to recommend

6/10

Recommendations to others considering Freshdesk

Try it out. It's customizable, and has many tools that you can use, depending on your needs.

Source: Software Advice
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Katherine Gramann

Great, customizable support solution

14/10/2014

Pros

Awesome support team - they are quick to respond and customize solutions to help you accomplish what you need. 2. Easy UI - I tend to easily get stuck in a UI if it's not intuitive, but I was able to build out our support center and options in a matter of hours 3.

Cons

There aren't a lot of formatting options within the text fields for the solutions.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering Freshdesk

If you're looking for a fully custom, robust offering (and you don't want to mess around with complex implementation solutions), this is a great way to go. The support will help you with any questions that are not totally intuitive, though there likely wont be many of those. Great product!

Source: Software Advice
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Keegan Hartman

A Great Solution

04/11/2016

We use the free service of Freshdesk for our small school and love all of the different options it provides to us. There are so many things that we like that the few "wishes" are not on the forefront of our minds. I would definitely recommend their product to anyone looking for a good help desk with many great features.

Pros

Multiple communication options, great service and up-time, well designed platform, integration of other services, and very easy navigation.

Cons

Some of the back-end set up can be a bit confusing at first, but the flip side is it is easy to learn and once you have done that, it isn't that bad at all.

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

Recommendations to others considering Freshdesk

Get the free version and try it out. You only lose the time it takes to set it up, but it is worth seeing if it is the solution for you.

Source: Software Advice
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Baxtiyar Assedov

The best project management software

27/02/2017

If you are looking for project tracking system you are in the right place, because there are no better program than it in market. Design is excellent and it was known its simpicity.

Pros

customer service very easy perfect design cheap excellent features

Cons

some minor mistakes

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Reagan Cooper

Freshdesk just "gets" customer support

29/05/2012

I can't speak highly enough of this solution for managing support tickets. I've used Salesforce add-ons, OnTime from Axosoft, Zendesk and even wrote my own helpdesk ticket system. This beats them all. Wow, just wow. Keep it up guys.

Pros

ability to use API to integrate into my site.

Cons

can only think of small stuff: here's my wish list: ability to add custom views for tickets ability to selectively disable certain unneeded sections (like Forums, Solutions, etc) customize Status field values Just little stuff, nothing major. The team seems very active with community, so new good features often get added eventually.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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Shrini Viswanath

Great cost-effective way to manage customers

06/12/2012

Very very good. New product features are taken seriously and so is support.

Pros

- High availability - Great UI - Cost effective - Scalable

Cons

Waiting for them to release a CRM product! There really isn't a whole lot negative about it

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Matt Andrews

Fairly decent

25/06/2014

Pros

I like the interface of the product, and the vendor has priced the product reasonably.

Cons

The search feature could be greatly improved.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

7/10

Recommendations to others considering Freshdesk

Look for ease of setup and ticket management as your main options.

Source: Software Advice
Helpful?   Yes   No
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