Cloud-based customer support and helpdesk ticketing software by Freshworks.
Freshdesk handles our daily support volume smoothly and agents picked it up quickly with almost no training. I'd love more flexibility in the custom reports, as building certain dashboards requires workarounds. Minor limitation in an otherwise dependable helpdesk.
Easy for agents, dependable
Limited custom reporting
After a Freshdesk update our automation rules silently stopped firing and several customer tickets never got assigned, so they sat unanswered for days. Support took far too long to even acknowledge the issue and we lost SLA credibility with our own customers. For a helpdesk product this is exactly the failure you can't have.
We evaluated several ticketing platforms and Freshdesk gave us the cleanest agent experience for the price. The omnichannel inbox pulls email, chat and social into one place and the automations route tickets without us lifting a finger. Excellent fit for a growing support team.
Freshdesk has a RevWala Trust Score of 64/100 (Average), based on 5 customer reviews with an average rating of 3.4 out of 5. Reviews are mixed — read recent ones before deciding.
Freshdesk is rated 3.4 out of 5 stars from 5 reviews on RevWala, with a "Average" Trust Score.
Freshdesk has 5 reviews on RevWala, including 2 verified reviews.
Automation failures and slow vendor support
Freshdesk got our small team off shared inboxes and into a proper ticketing system with SLAs, canned responses and a self-service portal. Setup was intuitive and the reporting finally shows us where we're dropping the ball. Our first-response time has halved since we switched.
Easy setup, great SLA and reporting tools
Omnichannel inbox, strong value for money
The ticketing itself works fine, but we were moved onto a higher plan to keep features we were already using and the cost jumped noticeably. Getting clarity from Freshdesk on what was included in our tier was frustrating and slow. The product is decent; the commercial experience disappointed us.
Solid core ticketing
Confusing tier changes and price jumps
