Freshdesk Review

Shlomi Lavi / updated: Nov 16, 2019

What is Freshdesk?

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations. Ticketing helps the track customers’ conversations by turning them into tickets. The collaboration tool helps the user collaborate with team members from across the organization.

The self-service portal enables the customers find solutions faster and empowers agents with the right knowledge. Automations help the user streamline the help-desk and support process. Reporting and analytics enables the user generate reports that can help the track help desk productivity, customer experience and make data-driven decisions.

Freshworks was founded in 2010 in the US as Freshdesk and rebranded as Freshwork in 2017. It has made user to deliver better customer service.

Average Rating -

The rating of Freshdesk is 4.5 stars out of 5. The rating is based on ITQlick expert review.

Typical Customers

Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. From the time it was open commercially, Freshdesk has been able to grow its long list of satisfied customers. In fact, it has a client in almost every country. Among these are Goodreads, Hugo Boss, Pearson, Truecaller and Stanford, to name a few. If you notice, these brands are from various industries, which only shows how versatile Freshdesk is.

Features

Every business needs customers for making a profit, implying that attracting, growing and retaining a robust customer base is a key necessity. These tasks are not easy and requires a dedicated team and the help of technology to systematically handle the same objectives. This could be in the form of a software solution that handles customer information through feedback and requests.

Freshdesk is easy to use, and offers affordable pricing and full featured packages. Its main features include a helpdesk ticketing system, time tracking, customer support and knowledge base. Through a user-friendly program, customer management is made easy and strategic by Freshdesk. The time saved allows you to focus on other aspects of your business that are equally important.

Key Features of Freshdesk:

Simple, fast setup.

Multi-channel support - email, phone, chat, social and more

Self service portal to help your customers help themselves

Community portal to engage your biggest fans Multiproduct support for your global company

Multi-language & multi-time zone support Integration with Google Apps, Salesforce, SugarCRM, and more

Surveys to measure customer satisfaction

Smart automations to save your agents time Integrated game mechanics to motivate your agents Insights and powerful reports about your help desk

Freshdesk 5 Pros

• Freshdesk is easy to use – upon set-up you can already work with it in just a couple of minutes
• With this web-based customer support software, users can enjoy the convenience of not having to maintain a server and get constant updates of recent functionalities
• Freshdesk is highly customizable in terms of functionality and integration, allowing great flexibility
• The product offers great support from their technical team, which is very helpful if you are having problems with one or more functions.
• Freshdesk can store a vast amount of information, including FAQs, that can help new users resolve issues that were already encountered by others.

Freshdesk 2 Cons

• For now, Freshdesk doesn’t have features on contract customers which could be helpful for some business since they can be warned if contracts are up
• One of this solution's downsides, although minimal, is that emails can’t process first names easily

Competitors & Alternatives

The two main competitors of Freshdesk include Salesforce Essentials and Live Agent. Salesforce Essentials is a cloud based help-desk solution that offers customer service, marketing automation, analytics and application development as integrated services just like Freshdesk.

Salesforce Essential is a product of Marc Benioff and it was founded in 1999 and based in San Francisco, California whereas Freshdesk is a product of Freshworks which was founded in 2010 and based in the United States. Salesforce Essentials offers support online and during the business hours but Freshdesk offers support services online and via a 24/7 live rep.

Live Agent is also a cloud based call-center solution which is similar to Freshdesk. Both Live Agent and FreshDesk are offered in English language only. LiveAgent was founded in 2004 by QualityUnit in Slovakia but Freshdesk is a product of Freshworks which was founded in 2010 and based in the United States.

Both Freshdesk and LiveAgent caters to medium, large and small enterprises.LiveAgent offers support online and via a 24/7 live rep while Freshdesk offers support services online and via a 24/7 live rep.

Freshdesk Pricing Information

The cost of license starting from $19 per user/month. The experts at ITQlick has reviewed Freshdesk pricing and gave the software a total cost of ownership (TCO) rating of 2 out of 10. Custom price cost for your business is available upon request.

Questions to ask the vendor during a demo

Schedule a demo and access 25 must ask questions for the vendor while watching Freshdesk in action

Is it the right software for you?

Freshdesk Service is ideal for businesses of all sizes including small, medium and large enterprises. It caters to multiple industries since all industries including construction, retail & consumer, healthcare, ecommerce and education and more.

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Freshdesk Categories

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Specifications

Company:	FRESHDESK INC.
Address:	Los Angeles, CA
Website:	https://freshdesk.com/
Customers:	Small business, Medium business, Large business
Business Area:	Cross Business Areas
Platforms:	Desktop, Mobile, Cloud
Operating Systems:	Mac OS, Windows, Linux

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Freshdesk Features