Would recommend
mostly great. the mobile experience for agents could be improved but the main product is solid
Read 66 published reviews for Freshdesk. See ratings, business responses, and signals available on GuardOpinion.
Website: freshdesk.com
Category: technology-software
City: San Mateo
Country: US
Founded: 2004
Employees: 4500+
GuardScore summarizes signals such as recency, review volume, verification signals, response activity and moderation patterns. Paid plans do not increase it.
Learn more about GuardScoremostly great. the mobile experience for agents could be improved but the main product is solid
best support platform we've evaluated. the analytics give us real visibility into team performance tbh
en general satisfecho, hay cosas mejorables pero el núcleo del servicio funciona bien imo
complete disaster to implement. data migration failed, support was no help, lost weeks of productivity
complete disaster to implement. data migration failed, support was no help, lost weeks of productivity fr
ironic that a customer support tool has such bad customer support. tickets go unanswered for days personally
setup was way easier than expected. the AI assist for agents is genuinely helpful, not just a gimmick personally
setup was way easier than expected. the AI assist for agents is genuinely helpful, not just a gimmick imo
functional but overpriced for what it is. the UI feels dated and updates are slow to roll out personally
our customer satisfaction scores went up immediately after switching to this. the difference is real!
**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.
Recency · Recent reviews carry more weight than older ones, reflecting the current customer experience.
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Learn more about GuardScoreResponse rate: 0%
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.
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.
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.
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.
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.
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.