Freshdesk 🙌

Customer Happiness, Refreshingly Easy.

4.7•3 reviews•

32 followers

Customer Happiness, Refreshingly Easy.

4.7•3 reviews•

32 followers

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Team collaboration software

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Customer support tools

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Automation tools

An online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster. Sign up for a free trial today!

ElevenAgents by ElevenLabsScale conversations without scaling your team

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Freshdesk 🙌 Launches

Freshdesk Omnichannel SupportThe ultimate omnichannel helpdesk for your customer support

Launched on July 29th, 2019

Customer Service Academy by FreshdeskBecome a customer service expert with video lessons 🎓

Launched on January 28th, 2018

The Freshdesk Mint ExperienceThe biggest product and visual update to Freshdesk

Launched on November 13th, 2017

MeisterTask for FreshdeskMeister your customer support tasks

Launched on October 10th, 2017

Follow-Up by MailButlerGet notified when people ignore your e-mail

Launched on April 19th, 2016

View all Freshdesk 🙌 launches

4.7

Based on 3 reviews

Review Freshdesk 🙌?

Freshdesk 🙌 is praised for its ease in managing customer queries, as highlighted by CalendarFix. Users appreciate its user-friendly interface and customization options. However, some criticize the lack of integrations and poor agent experience. Overall, it offers effective helpdesk support with smart automations, though improvements in integration capabilities could enhance its appeal.

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•33 reviews

What's great

Freshdesk is one of those tools that actually does what it says on the tin. The omnichannel inbox pulling email, chat, phone, and social into one place is genuinely useful once you've set up the routing rules properly, and the automation for ticket assignment saved our team a noticeable amount of manual sorting every morning. Onboarding a new support agent takes maybe half a day, which is rare for helpdesk software.

Where it starts to drag is when your team grows and you need more sophisticated reporting or tighter SLA controls across multiple product lines. The out-of-the-box reports feel a bit surface-level, and getting anything more granular usually means exporting to a spreadsheet or paying for the higher tiers. Some of the AI-assisted reply suggestions also feel hit or miss depending on how well your knowledge base is structured.

For SMBs or early-stage support teams, Freshdesk is a solid pick and the free plan is actually usable unlike a lot of competitors. But if you're scaling fast and need real-time performance dashboards or deep customization in ticket workflows, you'll start bumping into walls sooner than expected.

What needs improvement

The reporting module is the most consistently cited pain point and it's been that way for a while. A drag-and-drop custom dashboard builder with the ability to cross-filter by agent, channel, and ticket type without exporting would close the biggest gap. The AI reply feature also needs better context awareness, right now it pulls from the KB but doesn't factor in the customer's previous ticket history, which makes the suggestions feel generic when you're dealing with repeat users.

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