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Freshdesk

Read 4172 verified reviews for Freshdesk. See ratings, business responses, and what customers really think.

freshdesk.com

San Mateo, US

technology-software

Founded: 2004

Employees: 4500+

Rating: 4.2/5Based on 4172 Reviews

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Customer reviews for Freshdesk

  1. RageTitan_gamingRating: 5/5

    Excelente

    Excelente servicio, los precios son justos y la calidad es buena. 100% recomendado

  2. IceViper_opRating: 5/5Verified

    Top tier

    best support platform we've evaluated. the analytics give us real visibility into team performance tbh

  3. XXHack500Rating: 5/5

    best support platform we've evaluated. the analytics give us real visibility into team performance imo

  4. IceLegend_gamingRating: 5/5Verified

    best support platform we've evaluated. the analytics give us real visibility into team performance!

  5. BlazeHydra_realRating: 5/5Verified

    10/10

    our customer satisfaction scores went up immediately after switching to this. the difference is real!

  6. carlos2Rating: 5/5

    No complaints

    integrations with our existing tools were seamless. the whole team was productive within a week

  7. DarkTitan_xdRating: 5/5Verified

    lo recomendé a mis amigos y todos quedaron igual de contentos que yo. no falla tbh

  8. IceDuke420Rating: 5/5Verified

    Highly recommend

    setup was way easier than expected. the AI assist for agents is genuinely helpful, not just a gimmick imo

  9. EliteBlade_hdRating: 5/5Verified

    Absolutely love it

    our customer satisfaction scores went up immediately after switching to this. the difference is real!

  10. StormEagleXxRating: 2/5Verified

    el soporte es inexistente, llevan días sin contestar mi ticket. inaceptable personally

About Freshdesk: Reviews

Pros

  • Integrates multiple communication channels into a unified support platform.
  • AI features help automate repetitive tasks and improve response efficiency.
  • Cloud-based system accessible from anywhere with scalable subscription plans.

Cons

  • Can be complex to customize for very specific or niche workflows.
  • Advanced features may require higher-tier subscriptions raising costs.
  • Some users report occasional UI learning curve for new agents.

Business Description

**What is Freshdesk?** Freshdesk is a customer service software solution launched as part of the Freshworks product suite. Founded in 2010 and headquartered in San Mateo, California, Freshdesk provides businesses with tools for customer support management, IT service management, and CRM. The platform targets companies seeking efficient customer engagement and streamlined service operations through technology. **How does it work?** Freshdesk operates as a cloud-based SaaS platform that enables customer-facing teams to manage support tickets, automate workflows, and utilize AI-powered features to improve response times. It integrates with multiple communication channels, allowing businesses to handle customer requests across email, chat, social media, and phone. Its modular architecture supports scalability for companies of various sizes. **Products and services** Freshdesk offers customer service software including ticketing systems, AI bots, analytics, and automation tools. It also provides IT service management modules and CRM integrations to manage customer data and service requests. The software is subscription-based and accessible through web and mobile apps, aiming to improve customer support processes via digital tools.

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customer-supportticketing-systemai-automationcrm-integrationcloud-softwaresaas-softwareit-service-management

Business activity: Freshdesk

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Frequently Asked Questions about Freshdesk

Why is Freshdesk's ticket management system so confusing?

A lot of users have pointed out that the ticket management system can get really messy, especially when handling a high volume of tickets. It feels like it lacks some of the intuitive features you'd expect from a customer support tool.

Is it hard to cancel a Freshdesk subscription?

Some users have had frustrating experiences with trying to cancel their subscriptions, claiming it felt like they were being held hostage. There's a lot of talk about needing to follow strict procedures to avoid issues with cancellation.

Does Freshdesk provide good customer service?

Opinions on customer service are mixed. While some users report decent support, others claim they've faced long wait times and unhelpful responses when trying to resolve issues.

What do users say about Freshdesk's performance?

Performance seems to be a hit-or-miss for a lot of users. Some find it works well for managing a busy ticketing queue, while others report it slowing down when there are too many requests.

How does Freshdesk compare to other helpdesk software?

People have said it can be a cost-saving alternative to platforms like Zendesk, but the overall experience varies widely. While some appreciate its features, others warn that it might not be as reliable as you'd hope.

Can Freshdesk handle high volumes of support tickets?

Many users who process hundreds of tickets a day say Freshdesk is satisfactory for their needs, but there are complaints about it becoming cumbersome during peak times. So, it really depends on how your team operates.

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