Freshdesk
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4.4 out of 5 stars
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Freshdesk Reviews & Product Details - Page 41

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Freshdesk Overview

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What is Freshdesk?

Freshdesk (a product of Freshworks Inc.) helps businesses delight their customers effortlessly with modern and intuitive software for customer support. Freshdesk converts requests coming in via email, web, phone, chat, messaging, and social into tickets, and unifies ticket resolution across channels. Additionally, strong automation and AI capabilities like automating ticket assignment, prioritizing tickets, agent assist, and even sending out canned responses, help streamline the support process. Freshdesk also enhances team collaboration, integrates with a range of third-party tools, offers predictive support capabilities, and field service management. The reporting and analytics features provide insights needed to grow the business.

Freshdesk Details
Product Website
Discussions
Freshdesk Community
Languages Supported
Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)
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Product Description

Freshdesk is a cloud-based helpdesk software that streamlines customer conversations across multiple channels including email & phone. It enables faster collaboration with your support team for quick responses to your customer. With 150+ integrations, we make it simple for businesses to provide superior customer support. We are trusted by 100,000+ companies across different industries.

How do you position yourself against your competitors?

Freshdesk has been at the forefront of innovating customer engagement for over a decade.
Our products by design have helped over 60,000 companies across the globe provide exceptional customer service. Freshdesk offers a unique blend of features required for businesses of all sizes, across industries to seamlessly deliver exceptional customer service. The rich features including multi-channel ticketing, intuitive customer portals, native AI enhanced with GPT, workflow automations, effortless collaboration, advanced agent routing, advanced reporting and analytics, field service management, and a rich knowledge base help you provide highly personalized support to your customers. Freshdesk is highly extensible, with access to over 1500 marketplace apps that solve critical business problems.

Seller Details
Seller
Freshworks
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
18,854 Twitter followers
LinkedIn® Page
www.linkedin.com
8,591 employees on LinkedIn®
Ownership
NASDAQ: FRSH
Phone
+1 (866) 832-3090
Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software-as-a-service that’s affordable, quick to implement, and designed for the end-user. Unlike legacy software, Freshworks builds tech that works for everyone, making it easy for IT, customer service, sales, marketers, and HR to do their job and delight their customers. More than 50,000 companies use Freshworks’ SaaS to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Hitesh P.
HP
Overview Provided by:
Hitesh Patiyal

Recent Freshdesk Reviews

Theerthana C.
TC
Theerthana C.Mid-Market (51-1000 emp.)
5.0 out of 5
"CRM tool - One tool All soultion"
user friendly and its makes all the our life easy. where it it has many source portals also
Read more
Tousif T.
TT
Tousif T.Enterprise (> 1000 emp.)
5.0 out of 5
"5star Experience"
Easy access to daily, weekly, monthly reports and databases through this I am able to track the performances of the agents which help me to pull ou...
Read more
Sharon S.
SS
Sharon S.Mid-Market (51-1000 emp.)
5.0 out of 5
"Good"
Excellent and easy to find all the required details
Read more

Freshdesk Pricing

FREE
$0.00
Per Month
Growth
$15.00
Per Month
Pro
$49.00
Enterprise
$79.00
Per Month
See all 4 Freshdesk pricing levels
Security Badge
Freshdesk Security
Get security information from Freshdesk to help you buy the right software. View Security Information
Freshdesk security information includes:
GDPR (General Data Protection Regulation)
SOC 2 (System and Organization Controls 2)
HIPAA (Health Insurance Portability and Accountability Act)
PCI DSS (Payment Card Industry Data Security Standard)
ISO 27001 (International Organization for Standardization)
CSA (Cloud Security Alliance)
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CSA (Cloud Security Alliance)

Freshdesk Media

Freshdesk Demo - Handle Any & Every Customer Issue With Ease
Get everything you need to quickly resolve small issues, or effectively manage complex resolutions that span different teams and time.
Freshdesk Demo - Conversation Made Easy With Built-in-Telephony
Make it easy for your agents to provide exceptional service on voice with an intuitive, all-in-one contact center solution.
Freshdesk Demo - Accelerate Customer Growth & Retention
Provide full visibility into customer health metrics with proactive workflows for onboarding, renewals, and more.
Freshdesk Demo - Measure And Improve Efficiency
Provide full visibility into customer health metrics with proactive workflows for onboarding, renewals, and more.
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Feature-rich applications and unparalleled customer service
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3,501 Freshdesk Reviews

4.4 out of 5
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4.4 out of 5
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Freshdesk Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for FreshdeskQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Verified User in Wholesale
AW
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite on behalf of seller
What do you like best about Freshdesk?

I like freshdesk as it is easy to use and setup, their customer support is also reeally good. Their intregations are really easy to setup as well. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

It should have more option to manage the reports. Review collected by and hosted on G2.com.

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

Easy to track issues reported by our customers, now we can track our SLA to achive a 100% resolutions on time for our customers. Review collected by and hosted on G2.com.

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Adrianna T.
AT
IT Support Analyst
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Organic
(Original )Information
What do you like best about Freshdesk?

- Streamlines the Customer Support Process

- Easy to use for our employees once they receive implementation training

- Centralized place for communication records between employees and customers

- Ability for automation through Canned Responses, tags, and threads. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

I dislike that the platform is dependant on licenses for users.

The platform already has a fee for initial purchase, plus a monthly subscription fee. Should the need for more user licenses arise as the organization grows, as will our monthly subscription for Freshdesk.

The subscription based model being adopted throughout the business word is quite unfortunate. Gone are the days of a one time purchase. Review collected by and hosted on G2.com.

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

- Managers can validate the process taken by their employees for Customer Support.

- Records Management - The organization has a place for all customer communication records, should they ever need to be reference.

- Triage and Task Assignments - Freshdesk provides the Customer Support team with clear responsibilities outlined for customer responses. Review collected by and hosted on G2.com.

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Verified User in Oil & Energy
AO
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

Freshdesk has a very easy to use UI and its really easy to use. Has plenty of features that a high contact contact centre needs. It integrates with the majority of our additional tools and systems. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

As its relatively new compared to competitiors, there are some features that its still missing but this is changing since the start of implementing AI. Review collected by and hosted on G2.com.

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

Give good, quick and reliable customer service amongst all our agents. Review collected by and hosted on G2.com.

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Verified User in Hospital & Health Care
AH
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

Ease of use ,AI Freddy usage and analytics Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Cost can be reduced and call transcription feature do be enhanced Review collected by and hosted on G2.com.

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

User emails are converted to tickets and resolved Review collected by and hosted on G2.com.

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Verified User in Consumer Services
AC
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

Support, Product Features, Uptime and Availability Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Nothing as such. They might have to compare other products and implement them Review collected by and hosted on G2.com.

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

Their Better Reporting and Automation tools helped us to do faster deployments. Review collected by and hosted on G2.com.

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Shikha D.
SD
Senior Operations Executive
Information Technology and Services
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Freshdesk?

It is very easy to navigate. A user can effortlessly use it without any prior training. The design is simple and subtle.I have been using it for more than a year now without any prior experience. I have never found it to be difficult. Great tool for support team. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

The only challange I faced in Freshdesk is setting up signature from an agent account. I could not find any option to set up my signature for the tickets. Review collected by and hosted on G2.com.

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

It made the tickets very organised. Review collected by and hosted on G2.com.

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Verified User in Consumer Services
EC
Small-Business(50 or fewer emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
What do you like best about Freshdesk?

We can get updates from other teams also Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Reopen tickets effect TAT it's difficult to calculate TAT and AHT Review collected by and hosted on G2.com.

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

Easy to followup. Review collected by and hosted on G2.com.

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Musawwir K.
MK
Human Resource | Accounts Executive
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic Review from User Profile
(Original )Information
What do you like best about Freshdesk?

User-friendly interface and ease of use. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

We can't reply to a different person in a trailing email Review collected by and hosted on G2.com.

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

Freshdesk streamlines communication, speeds up resolutions, and offers valuable insights, all leading to satisfied clients. Review collected by and hosted on G2.com.

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Shawna F.
SF
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
Products used within Freshworks: Freshdesk, Freshdesk Contact Center
What do you like best about Freshworks?

I like having one tool to encompass all of the channels. Review collected by and hosted on G2.com.

What do you dislike about Freshworks?

Support is nearly nonexistnet. We have consisten issues on a daily basis. Primarily with voice and chat but this is now bleeding over into FreshDesk. Review collected by and hosted on G2.com.

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

it is not, it is making our problems worse with dropped calls, chats and inability for periods of time to receive calls or respond to tickets. Review collected by and hosted on G2.com.

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Verified User in Education Management
UE
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Freshdesk?

The UI/UX and easy to use features which makes it easy to multitask Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

If couple of features can be more customised Review collected by and hosted on G2.com.

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

Engaging with customers and have a proper customer support mechanism Review collected by and hosted on G2.com.

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