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Zoho Desk vs Freshdesk Comparison

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Overview

Category Leaders

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

14

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

15

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

2.1K

5

4

3

2

1

1.2K

749

119

12

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.5

3.3K

5

4

3

2

1

1.9K

1.1K

158

30

16

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.

Pros

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

Cons

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
The user interface can be a bit confusing if you are an entry level user.
Lack of customization options in the lower subscription tiers.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
  • Vendor responds to reviews
  • Last review18 days ago
  • Vendor responds to reviews
  • Last review13 days ago

Key features

  • Total features158
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Canned Responses
  • Case Management
  • Catalog Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Insurance Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead 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
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pre-built Templates
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Templates
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features112
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Canned Responses
  • Case Management
  • Catalog Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Insurance Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead 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
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pre-built Templates
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Templates
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations101
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations505
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

Alternatives

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Christian C.

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zoho Desk logo

Zoho Desk

Lots of options, Great Help Desk Software

Reviewed 7 years ago
Pros

Integration with other Zoho products, easy migration from my Freshdesk account. All information came across

Cons

Lots of options, so there is a learning curve, but once you master it, the product is great. Menu is a bit confusing

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Verified reviewer

Education Management, 501-1,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zoho Desk logo

Zoho Desk

Very simple and easy to use LOTS of FEATURES

Reviewed 7 years ago
Pros

EVERY THING INTEGRATES and Customer support was a HUGE SURPRISE! Even while still in the free trial answers were VERY FAST and always resolved the problems 100%, VERY IMPRESSED.

Cons

Since it does so much, there is a higher learning curve than simpler sytems with less rescources. Comparing to freshdesk and Mojohelp desk I really don´t see anything to critisize, its less expensive than Freshdesk and does TONS more that Mojehelp desk.

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Emmanuel M M.

11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Quite usable

Reviewed 7 years ago

Enough to work

Pros

Not too much clutter. Everything is well, almost well it should be. Between Freshdesk and Zendesk, Zoho wins . By Far

Cons

The admin dashboard is always black and like death, sucks the life out of the working spirit. They need to be a little life in this, make me want to wake up and do this.

AvatarImg

Verified reviewer

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zoho Desk logo

Zoho Desk

Affordable help desk solution, decent features and good Zoho CRM intergration but needs improvement

Reviewed 7 years ago
Pros

Affordable help desk solution, decent features and good Zoho CRM intergration. Easy to use once you get the hang of it.

Cons

Features need to be improved, vis a vis top competitors like Zendesk and Freshdesk. Customer support also needs to be improved.

BT
AvatarImg

Balaji T.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Best HelpDesk Tool

Reviewed 8 years ago

Far too many option, much simpler when we start using. Far better than Freshdesk and Zendesk. Love to explore more

Pros

No pros were added to this review

Cons

No cons were added to this review

PB
AvatarImg

Philype B.

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zoho Desk logo

Zoho Desk

We now have a flexible support environment that fits our goals.

Reviewed 7 years ago
Pros

One of my favourite things about Freshdesk is that it just works - you don't have to be trained in using the ticketing system. Everything's very intuitive.

Cons

it was really easy to improve our self-service experience across multiple products, with Zoho Desk. I didn't have to jump around to 30 different places to set it up, it was all right there in one place.

KA
AvatarImg

Kathy A.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zoho Desk logo

Zoho Desk

Zoho Desk Review

Reviewed 8 years ago

Great compatibility with Zoho CRM, all the functionality we were looking for. Compared to FreshDesk and Zendesk. We are happy with how it is functioning for us.

Pros

No pros were added to this review

Cons

No cons were added to this review

EB
AvatarImg

Eesha B.

Internet, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zoho Desk logo

Zoho Desk

Its good

Reviewed 7 years ago
Pros

It has alot of features to offer. Telephony integration is one good option as I can. Also the Chat, email and many other features.

Cons

Alot of features that it offers however a little complicated interface. Please make it more user friendly. The Dashboard of Zendesk & FreshDesk is a bit easier. maximum telephony integrations are not available in India.

AvatarImg
AvatarImg

Sanjeev K.

Legal Services, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Fantastic Ticket Management & Support System

Reviewed 7 years ago

my entire support function is robust and responsive now.

Pros

We at setindiabiz has been using freshdesk for quite a long time, however since we are deploying zoho for all process, after the launch of zoho desk we moved our support functions to them. We are enjoying the ease of doing work and seamless integration with zoho crm. I strongly recommend this product.

Cons

I am expecting better customer care, at least they must revert when they say will come back with the resolution.

za
AvatarImg

zohair a.

Financial Services, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zoho Desk logo

Zoho Desk

Nice dashboards, a lot of features

Reviewed 7 years ago

The software has most of the features our company is asking for. The thing we miss is to customize the layout and color and logo of the helpdesk portal. We also miss the feature to add custom apps and api's to this helpdesk

Pros

- A lot of great and useful features - Dashboards are really nice - User portal is easy to customize and looks really nice.

Cons

- No customizing of the layout of the helpdesk like the color and logo. - Maybe you could change the way of creating supervisor rules. Now I first have to create a field change, then I have to create a warning and after that, I can create a supervisor or macro rule. Freshdesk is a good example of creating supervisor rules easily

AvatarImg

Verified reviewer

Computer Software, 11-50 employees

Used other for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

Share this review:

Zoho Desk logo

Zoho Desk

It's not great...or even good...no don't do it...

Reviewed 6 years ago

I no longer use this desk. It has a huge learning curve, especially if you're used to Zendesk or Freshdesk. Of course, it's ok once you finally get the gist of it down, but I rely on analytics to be accurate always. I do really like Zoho Invoice. That is easy to use and it gives you a discounted PayPal fee when you are paid via PayPal.

Pros

When the analytics worked, they were pretty cool because they updated the ticket count in real time. I also like Zoho Invoices...not sure if that counts for this. Their support, while not always helpful, was easily reached in live chat.

Cons

I really didn't like anything about using this desk. It is not intuitive, the sorting of tickets into different groups, types etc is painfully difficult...( you can check out their support comments on it), it's hard to organize so if you're a desk that gets a large number of tickets on a regular basis, this is not going to work for you. The analytics are often wrong because they stop working half the time and when you look at the responses in a ticket, it does not separate the agent response from the customer. So if you have a customer that continuously updates the ticket...it looks like you can't get the issue resolved. The only reason why I used it was because it was my clients desk of choosing.

AvatarImg
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Ana A.

Banking, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zoho Desk logo

Zoho Desk

Zoho Desk: easy to use, customizable, and evolving service desk suite

Reviewed 2 years ago

We looked at a few others (Salesforce, FreshDesk, and others) and were surprised by many of the features. There were many Zoho branded products and services available that seemed to work well during testing. The interface and mobile apps were fairly intuitive and we were able to get a fully functional demo up and running in a matter of hours without much trouble. We evaluated it with other software at the same time, so let's compare how long it took us to get it up and running and use it functionally with other systems.

Pros

The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.

Cons

The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.

VL
AvatarImg

Vicky L.

Computer Software, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Simple ticketing system with nice integrations. Could improve UX but excellent customer service.

Reviewed 7 years ago

Up and running in no time. We're happy we made the move from Zoho Desk to FreshDesk.

Pros

How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

Cons

The navigation is a bit odd at times. While it is simple, some functions such as adding new contacts or companies from tickets should be easier. Also, would be best if it would be possible to remove the "check ticket" button from the included knowledge base if we don't give customers access to tickets. Creates a number of questions otherwise.

AL
AvatarImg

Andrew L.

Mechanical or Industrial Engineering, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk more like fresh time

Reviewed 6 years ago
Pros

Fresh desk gives you a great opportunity to make the most of your time away from your desk. Go freshdesk.

Cons

I don’t have anything negative to say about fresh desk and I really love fresh desk it’s a great app

sb
AvatarImg

sudheer b.

Information Technology and Services, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Freshdesk logo

Freshdesk

support

Reviewed 6 years ago

Its helped us interacting with customers

Pros

We have been using fresh desk from a few years excellent support from technical team

Cons

Expecting more products from fresh desk

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Kamna K.

Consumer Electronics, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

#1 in Helpdesk Software 2018

Reviewed 6 years ago

I'm happy! So far, so good.

Pros

It's the industry standard for most e-commerce companies in India today. My favourite thing is the super prompt and super helpful customer support over chat and email. The Shopify integration is extremely useful for daily support interactions. I also love that they have a Klipfolio integration. It's extremely insightful!

Cons

Pricing could be better. Ability to create custom reports down to pivot styling is lacking. We would also like advanced reporting tools to measure NPR using Shopify customer data. We've gone through Zendesk and Zoho Desk and by far Freshdesk has proven to be pretty good, but it's quite expensive too.

GD
AvatarImg

Gururaj D.

Information Technology and Services, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Best Ticketing software.

Reviewed 6 years ago
Pros

-User friendly tool to use. -Easy to track all the tickets assigned to different groups -Great Reporting feature and representation of the data.

Cons

There are no Cons about the Fresh desk software

BA
AvatarImg

Beverly A.

Management Consulting, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

An Iconic and Straightforward Help Desk Tool.

Reviewed 6 months ago

It provides 24/7 customer support thus increasing customer satisfaction.

Pros

It is simple to communicate and engage with our customers in multiple communication channels via live chat,calls,emails and SMS using Freshdesk.It streamlines and automates customer service workflows.It handles and responds to our customers enquiries faster.

Cons

I lack anything to complain about this Help Desk tool.

Ac
AvatarImg

Alex c.

Government Administration, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk - a breath of fresh air.

Reviewed 2 years ago
Pros

A significantly improved ITSM for our service desk operations. A pleasurable implementation with a knowledgeable and effective onboarding team. Has transformed our service desk!

Cons

We are developing further integrations and have not identified any limitations to date.

AvatarImg

Verified reviewer

Packaging and Containers, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Help Desk Heaven

Reviewed 5 years ago

Great experience. Loved using this and would definitely use it again

Pros

I loved using Fresh Desk. It was so easy to process and keep track of help desk tickets. I only used the free version but it worked well enough for me. I like that you can integrate social media with Fresh Desk.

Cons

I have seen multiple tickets open for one case and it is hard to merge them but this is not that big of a deal. I also think their reports could be better

MD
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Mallikarjuna D.

Information Technology and Services, 10,001+ employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Freshdesk

Review on Fresh desk

Reviewed 4 years ago

I would strongly recommend small scale enterprises to make us this software in their business to interact with customers

Pros

Fresh desk software is a one of the cloud based help desk software which helps to small scale businesses to build relationships with their costumers

Cons

Fresh desk held helps enterprise business to collaborate relationships with their customers across globe

PM
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Paul M.

Human Resources, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Customer service

Reviewed a year ago

I use it for sending newsletters and also promoting my business through campaigning and creating customer chat room

Pros

It has an application which fits on a mobile and of different versions and works as that one of the desktop.

Cons

Fresh desk is a home for customer care and also patient support.

RK
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Rasmus K.

Internet, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk

Great service desk

Reviewed 6 years ago

An over all very good service desk.

Pros

Lost of features and ways to manage support tickets

Cons

The vast amount of features and functionality, does also make the settings and setup in Freshdesk complex... there is room to simplify more.

RK
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Rajyashree K.

Accounting, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Freshdesk

Kiddo smiles 😀

Reviewed 4 months ago

The experience is good with fresh desk.

Pros

It is very easy to raise the complaints and get it resolved sooner for customer satisfaction. It is easy to track the details entered in it.

Cons

While logging in I always had tough time with captchas and also it used to get logged out fast.

DT
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Debbie T.

Business Supplies and Equipment, 201-500 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk

Live chat

Reviewed a year ago

I use it to respond to inquiries

Pros

Fresh desk has quality audio output and input.

Cons

Chatting information can be recorded and kept for future

SD
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Sairoop Das S.

Information Technology and Services, 5,001-10,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Great example of customer service

Reviewed 6 years ago
Pros

User friendly, easy to access, love to use fresh desk better then the outlook. Easy accessible good reporting features. Great feature to analyze satisfaction survey.

Cons

I do not see any cons till now about fresh desk software.

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Harsha H.

Computer Software, 51-200 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Freshdesk

A useful SaaS app for all of your help desk needs

Reviewed 6 years ago
Pros

In the world of 25+ help desk softwares with new ones coming out every 6 months Fresh Desk is a sane choice to go with. Its grown from just a help desk to offering so many products in one package that its hard not to use it.

Cons

The pricing doesn't scale well like your supporting needs and that's the only thing that's wrong with freshdesk.

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Brandon S.

501-1,000 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Easy to use and setup Help Desk/Support software

Reviewed 7 years ago

Easy to use help desk and ticketing software.

Pros

The free plan allows you to create and setup a beautiful help desk and easily integrate into your own website or service.

Cons

Sometimes can have too many options and make it a little difficult to categorize tickets and requests that come from customers.

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Verified reviewer

Education Management, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk

Best Help Desk Tool

Reviewed 2 years ago

Overall the help desk features was good for me and it was working as expected. Its cost effective and flexible solution.

Pros

I used this tool for setting up help desk. Its easy to deploy and quick to set up help desk. Overall its great tool with some support issues.

Cons

Support system needs to be improved. A simple request ticket takes lots of time to resolve. I kept waiting for one week for a simple deployment issue.

SB
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Steve B.

Information Technology and Services, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Great product

Reviewed 6 years ago

Always great.

Pros

Customizable and scalable. They understand the Help Desk world.

Cons

It’s a daunting problem to solve, so the setup can be lengthy. I cannot criticize their approach, it’s simply a LARGE application.

BR
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Bradley R.

Construction, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Freshdesk is the number one jobs app that I love and highly recommend.

Reviewed a year ago

My overall experience was fresh desk has been pretty great I went from making $70,000 a year to $120,000 a year just the first year I had fresh desk. Fresh this year help me straighten up my business and keep everything organized I wouldn't want to have a business now without first disc I've brought my friends to fresh desk I know there's three of my friends that run their business that has bought fresh disc so try.

Pros

I thought I was running a very impressive business in my construction but after I was introduced to fresh desk thank God that I was that was able to fix the errors of things that I had going on that I couldn't understand why things were the way they were with something that helped my customers understand what's going on what's needed fresh desk is there for you and with any business first desk will improve the professionalism I can only say thank you fresh desk. I highly recommend it fresh desk is great.

Cons

The one thing I like least about fresh disc is the fact that I didn't know nothing about it when I first started in my business I missed out on so many products and so many jobs and could have had more people working for me if I knew how to schedule how to keep everybody business where I knew I sent them so there's nothing that I don't like about first disc except I didn't know it sooner. Try it highly recommended improve your business make that money.

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Doug B.

Real Estate, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Freshdesk

A simple help desk application

Reviewed 6 years ago
Pros

Fresh Desk was fairly easy to set up and start using. Little training was needed for our end users to begin using which gave Fresh Desk an high-value rating.

Cons

In my opinion, the software was a bit elementary in design both in function and look-and-feel. Also from the standpoint of the helpdesk provider, it was time-consuming to use.

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Gbadebo B.

Marketing and Advertising, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk

Fresh desk for greater customer satisfaction

Reviewed 2 years ago

My experience with fresh desk has always been amazing

Pros

It help in making customer communication and interaction simple

Cons

Little bugs on the app and It kind of expensive

CV
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Chris V.

Utilities, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use