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Freshdesk
Effortless Customer Support
4.4
(3,051)
(Formerly Freshcaller)
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Freshdesk Reviews & Product Details

Freshdesk Overview
What is Freshdesk?

Freshdesk (formerly Freshcaller) is a cloud-based solution to improve a business’s customer service experience in the most cost-efficient way possible. With Freshdesk, users can deploy a flexible and smart contact center in a few steps, with zero phone hardware. Powerful features include multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes without compromising your customer experience. 

Company Freshworks
Year founded 2010
Company size 5001-10,000 employees
Headquarters San Mateo, California
Social Media
Freshdesk Categories on Findstack
Ask Questions about Freshdesk
What Freshdesk is best for?
How does Freshdesk compare to Gorgias?
What are the pros and cons of Freshdesk?
Freshdesk Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Freshdesk Pros and Cons
Pros
  • There’s a free plan available
  • Freshdesk uses powerful Freddy AI for its conversational chatbot
  • You get access to high-quality website widgets like forms, personalized content, and click detection
Cons
  • Some key features like AI are only available on the most expensive plan.
Freshdesk Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Freshdesk Media
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Freshdesk Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: October 03, 2024
Freshdesk Logo
3,051 Freshdesk Reviews
4.4 out of 5
Mid Market (51-1000 emp.)
Feb 05, 2018
 Source
Overall Rating:
5.0
AM
Anna M.
E Commerce Customer Service Manager
Share
"The ability to provide great service to our customers, finally!"
What do you like best about Freshdesk?

Freshdesk is extremely user friendly in all aspects. Agents have an easier time resolving tickets quicker and admins can easily set up rules or customization's for the best possible outcome for the team and end user.

What do you dislike about Freshdesk?

There are some configurations that I can't figure out, I have to spend more time in the forums and help center to figure some things out.

What problems is Freshdesk solving and how is that benefiting you?

More streamlined way to resolve inquiries, able to get customer feedback which has strengthened our knowledge base and in turn deflects new tickets.

Small Business (50 or fewer emp.)
Feb 05, 2018
 Source
Overall Rating:
5.0
PD
Pradeep D.
Entrepreneur/ Founder
Share
"Best Support System Ever"
What do you like best about Freshdesk?

We have used Freshdesk from two years now and its pretty much our lifeline for our business.

What do you dislike about Freshdesk?

nothing as yet. Has all the features we need

What problems is Freshdesk solving and how is that benefiting you?

Customer service and support

Enterprise (> 1000 emp.)
Feb 05, 2018
 Source
Overall Rating:
5.0
JM
Joshua M.
Information System Analyst
Share
"Quick Communication"
What do you like best about Freshdesk?

Our staff likes the open communication and ability to tract the status of a service/support request. It's also great to be able to have internal notes (especially handy when you are working between multiple support cases).

What do you dislike about Freshdesk?

It would be nice if we could link the online chat with Google Hangouts, but the chat feature isn't that vital and we don't use it often.

What problems is Freshdesk solving and how is that benefiting you?

We use Freskdesk as the main support line for the staff at all of our school sites. It's great that they can submit a ticket from the portal or with an email and we can keep track of it's progress. .We can also escalate the ticket form a school site to higher level support staff. So much easier than a phone call or catching someone in passing (as we often forget from point A-B or get another call right away).

Small Business (50 or fewer emp.)
Feb 04, 2018
 Source
Overall Rating:
5.0
AC
Abhiram C.
Student Support Manager
Share
"Simple to use, easy to implement and definitely scalable"
What do you like best about Freshdesk?

It makes customer support a lot simpler. Freshdesk continues to help streamline our customer service. It helps to bring queries from Facebook, Twitter and emails into a single back-end which makes my team to efficiently answer queries. With a continuously growing student database, it is key for us to ensure that we meet their requirements and Freshdesk has helped us do exactly that!

What do you dislike about Freshdesk?

Would have loved a YouTube and Instagram integration as we do get a lot of queries in these channels

What problems is Freshdesk solving and how is that benefiting you?

The main objective was to streamline our Customer Support. By providing a single backend for different channels, Freshdesk has helped us work more efficiently and make my team's lives easier. The provision of a Knowledge Base has eliminated a lot of trivial queries that would come in.

Mid Market (51-1000 emp.)
Feb 02, 2018
 Source
Overall Rating:
5.0
PD
Portia D.
Founder
Share
"Freshdesk has taken our company to another level!"
What do you like best about Freshdesk?

Tracking agent performance is so easy with Freshdesk. Its very easy to keep our reps informed of their productivity and we are able to easily compare their workloads. Freshdesk also makes it quite easy to detect trends so necessary adjustments can be made proactively. It easy to have SLA alerts and we love the customer satisfaction survey options. I also love that the Freshdesk Support team is very responsive!

What do you dislike about Freshdesk?

I wish there was a way to export reports that provide a breakdown of volumes by day.

What problems is Freshdesk solving and how is that benefiting you?

We are better able to handle the workload. We are able to see all inquiries by requestor for historical purposes. Its quite easy to navigate and we love the ability to prioritize tickets.

Small Business (50 or fewer emp.)
Feb 02, 2018
 Source
Overall Rating:
5.0
TM
Tadiwanashe M.
Founder
Share
"Short and very helpful"
What do you like best about Freshdesk?

The fact fact that my problem was fixed very fast.

What do you dislike about Freshdesk?

Spam emails after contacting the help desk.

What problems is Freshdesk solving and how is that benefiting you?

social media and website complaint answering and analysis.

Small Business (50 or fewer emp.)
Feb 02, 2018
 Source
Overall Rating:
5.0
JP
Jaime P.
Associate Operations Manager
Share
"Awesome customer support service!"
What do you like best about Freshdesk?

I like how tickets are very easy to create and easy for requesters to use. I love their support reps as well- I liked how I was able to state my problem, and my representative was able to pinpoint exactly where and how to solve my problem on Freshdesk.

What do you dislike about Freshdesk?

I do not like how some screens are squished so it's hard to see things on the agent end. Would be nice to expand some windows within features as well as have options to save certain filters for exports created during a certain time rather than 7 days. For support- It took me a while to get a phone call scheduled with a representative.

What problems is Freshdesk solving and how is that benefiting you?

We are utilizing Freshdesk as a way to organize requests within our company internally. We have found that Freshdesk has simplified our methods of knowing exactly when a request was satisfied, which results in less miscommunication and saves so much time.

Small Business (50 or fewer emp.)
Feb 02, 2018
 Source
Overall Rating:
5.0
JL
Jerome L.
President
Share
"Freshdesk makes it possible"
What do you like best about Freshdesk?

Solutions - these help me quickly answer questions for some users, and can prevent questions from being asked because some users actually look for themselves!

What do you dislike about Freshdesk?

You cannot attach or insert a solution into a new "email".

What problems is Freshdesk solving and how is that benefiting you?

We are able to stay on top of the constant barrage of calls/questions without missing anyone. Our support staff is very small, but we still are able to give amazing customer service because we can manage it all in one place.

Mid Market (51-1000 emp.)
Feb 02, 2018
 Source
Overall Rating:
5.0
JH
Joseph H.
Web & Cross Platform Mobile Developer
Share
"Most amazing support ever!"
What do you like best about Freshdesk?

Listen to my problems & don't dismiss me

What do you dislike about Freshdesk?

Nothing - they are 100% loveable. I have had a lot of tickets with them during my implementation and every single ticket has had a positive and amazing response.

What problems is Freshdesk solving and how is that benefiting you?

We build several products and provide many services. We want a helpdesk to accept tickets from email/widget/agent-created and have the ticket land with the correct support group.

Mid Market (51-1000 emp.)
Feb 01, 2018
 Source
Overall Rating:
5.0
OG
Ofir G.
Founder
Share
"Working with Freshdesk and Freshworks for a while"
What do you like best about Freshdesk?

Freshdesk implement their systems remotely, and can assist remotely with every question and need. They are available to assist almost always and will give you an estimation to perform the task if it takes a while to perform.

What do you dislike about Freshdesk?

Freshdesk strive to perfection. I think that sometimes this can cause a task to take longer, since they wish to make sure what you request will be done the best way. They will never say "No, we can't do that", they will always try their hardest which I appreciate.

What problems is Freshdesk solving and how is that benefiting you?

Freshdesk help us consolidate customer support ticketing from two platforms, both in website and app. Never before were we exposed to a variety of options when it comes to filtering service requests, managing queue for our agents, performing actions in bulk, getting accurate reports with which to perform self assessment and improvement. Freshdesk is smooth, clean, efficient and easy to use.

Mid Market (51-1000 emp.)
Feb 01, 2018
 Source
Overall Rating:
5.0
KK
Kilee K.
Customer Service Manager
Share
"Great product for all your customer service needs!"
What do you like best about Freshdesk?

We have been using Freshdesk for a couple months now and it was life changing for our business. To have everything on one platform really helped us better serve our customers.

What do you dislike about Freshdesk?

I wanted to be able to have more of a integration team to set things up for me so I use all that is available to me. Unfortunately right now I know there is so much more I could be using to benefit us and I just haven't had the experience with it yet.

What problems is Freshdesk solving and how is that benefiting you?

We are able to respond to our customers faster and easier. The Canned Responses have been so helpful. We have now been able to track our agents metrics and hold them accountability for their work performance.

Mid Market (51-1000 emp.)
Feb 01, 2018
 Source
Overall Rating:
5.0
AP
Andy P.
Founder
Share
"Happy Customer"
What do you like best about Freshdesk?

Freshdesk is very simple to use and was easy to configure. Very flexible and customizable.

What do you dislike about Freshdesk?

A few minor issues come to mind. It would be nice to have more customization with rules. Some rules I have multiple variations of because the conditions have to be defined to execute when any condition is met or when all conditions are met. It would be nice to customize "OR" and "AND" options on the rules. Also, it would be nice to have more granular control over customizing administrator settings.

What problems is Freshdesk solving and how is that benefiting you?

More efficient Helpdesk over our previous system. Very happy.

Small Business (50 or fewer emp.)
Jan 31, 2018
 Source
Overall Rating:
5.0
JL
James L.
It Manager
Share
"Freshdesk... The Zendesk Replacement"
What do you like best about Freshdesk?

Simplicity in their UI, Automation of incoming tickets. But by far the best feature? - It's free.

What do you dislike about Freshdesk?

No PowerBI connectivity, lack of channel editing on creation of ticket (ie. was it verbal?)

What problems is Freshdesk solving and how is that benefiting you?

I was previously with Zendesk, who provided poor support and a lack of care. Zendesk, even on their free platform, gave excellent support in helping me get setup. The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.

Mid Market (51-1000 emp.)
Jan 31, 2018
 Source
Overall Rating:
5.0
KK
Kensei K.
Service Desk Analyst
Share
"Extremely easy"
What do you like best about Freshdesk?

Interface for distribution of tickets is very very easy

What do you dislike about Freshdesk?

It’s difficult to do things like checklists for example new hire onboard int process

What problems is Freshdesk solving and how is that benefiting you?

General help desk tickets

Small Business (50 or fewer emp.)
Jan 31, 2018
 Source
Overall Rating:
5.0
DB
Dennis B.
Senior Software Engineer / Architect
Share
"First impressions"
What do you like best about Freshdesk?

System is well structured and easy to navigate. Asked the support team a question and received a response in minutes.

What do you dislike about Freshdesk?

It's mostly intuitive, but an area that shows (with pictures) how other customers have used freshdesk would be nice. Might be there, just have not found it yet.

What problems is Freshdesk solving and how is that benefiting you?

Needed a way for users to easily submit tickets regarding my system and have a way to easily respond and keep track of what's left open.

Small Business (50 or fewer emp.)
Jan 30, 2018
 Source
Overall Rating:
5.0
BS
Bruno S.
Founder & Managing Director
Share
"Great CRM solution and amazing thorough support always!"
What do you like best about Freshdesk?

Speed and thorough answers when I need help the most.

What do you dislike about Freshdesk?

nothing, maybe more AI which is on its way

What problems is Freshdesk solving and how is that benefiting you?

Automating service process, centralizing service in one place! Our customers can help themselves through self service instead of having to call and email every single time they have questions!

Small Business (50 or fewer emp.)
Jan 30, 2018
 Source
Overall Rating:
5.0
MW
Marcus W.
Technical Support Engineer
Share
"Great but as with anything can be improved"
What do you like best about Freshdesk?

The quick support response when needed.

What do you dislike about Freshdesk?

Not as easy to see new tickets coming in vs the old version of fresh desk.

What problems is Freshdesk solving and how is that benefiting you?

Great way to keep track of tickets/problems.

Small Business (50 or fewer emp.)
Jan 30, 2018
 Source
Overall Rating:
5.0
JP
John P.
Factory Engineering Specialist
Share
"Excellent customer reviews and great support."
What do you like best about Freshdesk?

The Freshworks crew are constantly adding new features which work well.

What do you dislike about Freshdesk?

Customization of the agent dashboard is limited. Some of the email notifications are not customizable (i.e. watchlist notifications).

What problems is Freshdesk solving and how is that benefiting you?

Support tickets allow traceability of customer problems and resolutions. Solutions to common problem provided in articles customers can use to resolve problems on their own.

Mid Market (51-1000 emp.)
Jan 30, 2018
 Source
Overall Rating:
5.0
PA
Preetish A.
Customer Support
Share
"Superb"
What do you like best about Freshdesk?

It actually saves my time. I can keep control on my agents and stop them from making mistakes. The best thing I like is Dispatch'r, I need not to reach to a ticket or assigned individually to my agents, it automatically happen. Also, observer. Because of Freshdesk, we are able to create a healthy relationship and able to maintain it. Customer service/support part is also superb when its come to solving an issue/query.

What do you dislike about Freshdesk?

I didn't find anything as of now.

What problems is Freshdesk solving and how is that benefiting you?

We are able to reach more customers in less time and high accuracy. It helped to build a relationship between customer and us.

Small Business (50 or fewer emp.)
Jan 29, 2018
 Source
Overall Rating:
5.0
HB
Himanshu B.
Founder
Share
"A very user Friendly and innovative platform"
What do you like best about Freshdesk?

The tool is very user friendly and the support staff is very good. Its been very rare when I need to connect with the support staff for any problem but every time when I have connected with them, I have got timely response.

What do you dislike about Freshdesk?

Well, the mobile app needs to be worked upon. There is no filter through which I can check the tickets of a specific group.

What problems is Freshdesk solving and how is that benefiting you?

One stop solution for managing all the customers. Easy to use and the support staff is very cooperative and provides quick and timely resolution

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